Date Received: 2020-03-06
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I purchase a vehicle in XX/XX/XXXX my payments started XX/XX/XXXX. My car note is {$230.00}. I make two payments each month to equal my due amount. I have always been a month ahead. My first payment was made on XX/XX/XXXX {$130.00} then XXXX XXXX {$130.00} which made my XXXX payment. XX/XX/XXXX {$130.00} and XX/XX/XXXX {$130.00}. Which was for XXXX payment that was paid in full. I called on XX/XX/XXXX since the IVR stated my due date was XXXX with an incorrect balance due of {$260.00} and should have been {$130.00}. At this time CSR stated they would have this corrected and sent to the account team to correct the information. I then made my payment of {$130.00} on XX/XX/XXXX and then {$130.00} on XX/XX/XXXX for XXXX. I then again had to call for the same reason and was told the same thing that this would be corrected. Made payment {$130.00} on XX/XX/XXXX and {$130.00} XX/XX/XXXX for XXXX payment and again for the 3rd time had to call for the same reason and again told this would be corrected. Payment {$130.00} on XX/XX/XXXX and {$130.00} on XX/XX/XXXX for XXXX and this time my account was correct. Payment {$130.00} on XX/XX/XXXX and {$130.00} on XX/XX/XXXX for XXXX and again my account information was correct. At this time I thought my account was finally corrected until I made a payment {$130.00} on XX/XX/XXXX and {$130.00} on XX/XX/XXXX for XXXX here again for the 4th time i had to call to for the same reason to get my account corrected as i am a month ahead on my payments. I asked why this continues to happen and the CSR stated i would need to call to let them know that my payments are for the month ahead. I thought this was ridiculous and a hassle to do. I told the CSR I should not have to call to make sure they do their job correct. She stated that she would add a note to my account that my payments needs to be applied to the next month. So I thought this would fix my issue with my lender. Today XXXX I make a payment for XXXX due date and the IVR stated my due date was XX/XX/XXXX this will be my XXXX time calling to correct my account as this payment is not for XXXX. This will be the 1st partial payment for XXXX. Lender Name is Santander Consumer USA. Thank you for your time and help. Very much appreciated.
Company Response:
State: OK
Zip: 730XX
Submitted Via: Web
Date Sent: 2020-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-05
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I purchased a used vehicle on XXXX XX/XX/XXXX. XXXX XXXX XXXX with very low mileage. I had to wait to get the vehicle for approximately 2 weeks while a new engine was installed. At this time I had signed a bunch of paperwork and I was pleased with the service that I got from the dealer. Unfortunately, I may have been given the information about the lender ( contact information ) how who and how to contact the lender. I when XXXX for 90 days of XXXX. I did not take my cell phone overseas for security reason. I returned in country around XXXX XXXX and almost immediately had to have XXXX to repair XXXX XXXX? Soon after returning the vehicle was repossessed later night on XXXX XX/XX/XXXX. Going thru on excessive mail I found some mail from Santander Consumer. I created an account with them and logged in. Their site said that I owed {$1500.00}. I immediately tried to call them, offices were closed until XXXX CST. I called Santander at XXXX XXXX. After going thru their phone prompts I was connected with their representative. After providing with my information< I was informed that once the vehicle was repossessed that only option I had was to pay off the entire {$13000.00} and they would send me the title. At this point I explained my situation and that I had made the due account on their website. I was told that there were no other options except paying off the entire amount due and getting the title. I explained that I paid what their website was due and their reply was " who told you to make the payment? '' I related that their website did. I was told to stop the payment, I was unable to and my bank related that they would have to refund the money. I called back was informed that they would not return my funds and that it would be applied to the due amount. This made my account up to date and has a amount and due date for my next payment on XXXX XXXX! No way to resolve the repossession, no return of my funds and that I am basically XXXX!
Company Response:
State: TX
Zip: 782XX
Submitted Via: Web
Date Sent: 2020-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-05
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Lender : Santander Consumer USA Date Opened : XX/XX/XXXX Loan Amount : {$23000.00} Date Closed : XX/XX/XXXX Amount Paid in Full : {$23000.00} As of XX/XX/XXXX Santander Consumer USA has yet to assist with accurate reporting, after Account was Closed and Paid As Agreed, as well as reporting derogatory items Foreclosure/ was a repossession. After numerous disputes dating back to XX/XX/XXXX.
Company Response:
State: NJ
Zip: 07644
Submitted Via: Web
Date Sent: 2020-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-05
Issue: Communication tactics
Subissue: Used obscene, profane, or other abusive language
Consumer Complaint: On XXXX XXXX XXXX XXXX XXXX ( aka XXXX XXXX XXXX ) contacted acquaintances telling them I was being audited then when I called XXXX I was threatened with police action, they told me they know where I lived and what I drive and confirmed that with announcing my address, make, model and registration of my car. When I asked to speak to a manger Miss XXXX at extension XXXX yelled and hung up. When I called back to talk to a manager Mr.XXXX XXXX at XXXX also refused to give me a name, yelled and hung up. It is frightening these people know so much and threaten people coming to my home.
Company Response:
State: ME
Zip: 04240
Submitted Via: Web
Date Sent: 2020-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-05
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I took out a auto loan from Santander in 2016. I will Admit the payments for about two months behind. I caught them up through a wire transaction. The next month recieved a bill for XXXX dollars again and my payments were only XXXX. They then processed to have my car repoed gave me a certain time to come up with payoff repoed my car almost 3 weeks early. Ruined my credit. OverchArged fees, never recorded payments. Sold my car at Auction for a little over 3 k and are now suing me for supposed XXXX k. I have no car my credit is ruined and god bless me these crooks have lawsuits from here to next Sunday I do not understand how they are still in business. Please help.
Company Response:
State: GA
Zip: 398XX
Submitted Via: Web
Date Sent: 2020-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-04
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I was shocked when I reviewed my credit report and found late payment on the dates below : SANTANDER XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX and XX/XX/XXXX I am not sure how this happened, I believe that I had made my payments to you when I received my statements. My only thought is that my monthly statement did not get to me, or the payment was not applied as fast as expected. I check my bank account and noticed that you deducted the money out of my checking account that on the month that you marked me late on my credit report.
Company Response:
State: MA
Zip: 02302
Submitted Via: Web
Date Sent: 2020-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-04
Issue: Struggling to pay your loan
Subissue: Loan balance remaining after the vehicle is repossessed and sold
Consumer Complaint: I was always current with my payments with Santander. When I reached out to them in XXXX or XXXX of 2019 and told them that I was starting XXXX school and that I needed help with lowering the payments, they told me that my only option was to refinance the car loan, which I could not do. Well, I had to voluntarily give up the car. The car was sold at an auction for less than the original balance and now Santander is coming after me for {$7000.00}. This is still being reported on my credit report and it's not right. Not to mention, how Santander is charging the same amount of interest as the car price. For example, my car price was $ XXXX. After 72 months, my payment would be over 30k to this company. I don't understand how finance companies are getting away with cheating people like this.
Company Response:
State: MS
Zip: 394XX
Submitted Via: Web
Date Sent: 2020-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-04
Issue: Managing the loan or lease
Subissue: Problem with the interest rate
Consumer Complaint: Santander Consumer USA charges too much on my car loan and has never sent me a contract detailing the fees, though I have requested it several times. Last month I had a problem with my bank account and was late in paying my autoloan installment because of it. When I looked at my statement I saw that they applied most of my installment to interest. I called and they told me they applied most of the payment to interest because I paid late. Please refer to included statement of account. : Date Posted Effective Date Transaction Amount Balance Principal Interest Late Fees Misc. Fees XX/XX/XXXX XX/XX/XXXX ( {$560.00} ) {$16000.00} ( {$240.00} ) ( {$320.00} ) -- -- XX/XX/XXXX XX/XX/XXXX ( {$560.00} ) {$16000.00} ( {$390.00} ) ( {$170.00} ) -- -- XX/XX/XXXX XX/XX/XXXX ( {$560.00} ) {$16000.00} ( {$300.00} ) ( {$260.00} ) -- -- XX/XX/XXXX XX/XX/XXXX ( {$560.00} ) {$17000.00} ( {$230.00} ) ( {$330.00} ) -- -- XX/XX/XXXX XX/XX/XXXX XXXX {$560.00} ) {$17000.00} ( {$300.00} ) ( {$260.00} ) -- -- XX/XX/XXXX XX/XX/XXXX ( {$560.00} ) {$17000.00} ( {$310.00} ) ( {$250.00} ) -- -- XX/XX/XXXX XX/XX/XXXX ( {$560.00} ) {$17000.00} ( {$290.00} ) ( {$270.00} ) -- -- XX/XX/XXXX XX/XX/XXXX XXXX {$560.00} ) {$18000.00} ( {$180.00} ) ( {$380.00} ) -- -- XX/XX/XXXX XX/XX/XXXX ( {$560.00} ) {$18000.00} ( {$390.00} ) ( {$160.00} ) -- -- XX/XX/XXXX XX/XX/XXXX ( {$560.00} ) {$18000.00} ( {$300.00} ) ( {$260.00} ) -- -- XXXX XXXX, XXXX XXXX XXXX, XXXX ( {$560.00} ) {$19000.00} ( {$130.00} ) ( {$420.00} ) -- -- XX/XX/XXXX XX/XX/XXXX ( {$560.00} ) {$19000.00} -- ( {$560.00} ) -- --
Company Response:
State: FL
Zip: 32829
Submitted Via: Web
Date Sent: 2020-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-04
Issue: Managing the loan or lease
Subissue: Problem with the interest rate
Consumer Complaint: To Whom It May Concern, As a borrower of Santander Consumer USA, I have reached out to the company with my concerns about the auto loan account that I have open with them. I have addressed the fact that I, as a low income borrower, was not aware of the 27.99 % APR on the auto loan, which exceeds California 's usury rate. In fact, they exceed the rate by 17 %. I've been a borrower of theirs for over two years and have not yet paid half to the principal, and have reached out to them with major issues to break down into detail about where my own money was going towards. I have politely asked for refinancing options as well, but was denied this. I have asked for Extended Payment Plan, which they had charged an additional 5 % without notifying me, and the representative over the phone never clarified to me. I have tried my best to keep up with the payments, but feel that I will need to reach out to those of higher authority to help alleviate some stress. My auto loan borrowed was initially {$12000.00} to finance for 60 months. Beginning XXXX of XXXX, I have only paid less than {$1000.00} towards principal which doesn't make any sense, for I've made payments on time prior to my recent financial struggles in the past year of XXXX. I've closed my credit accounts to pay for this auto loan that is clearly a depreciating asset, but none of my money has gone towards the principal of this car. I've kept in contact with Santander about my situation in hopes that our business could become better, but I honestly feel a deep disrespect from the lender as I've tried my best to be cordial. On XX/XX/XXXX on a Thursday evening, I've called to manage my past due balance to bring my account back to current, and was told by 2 separate representatives an amount of {$620.00} made before XX/XX/XXXX would bring my account back up to current. I was not told of any other late fees that would be charged onto my account. Today, XX/XX/XXXX, I called to confirm this amount and was actually charged an additional {$260.00} onto my account, which was only three business days, and after speaking with a representative and a Supervisior who've clarified the additional charge. I asked to be waived of these extra charges because I was not given this information, and was again denied. If there is a reason for my default, I believe that Santander is in exploit of that. I am not satisfied as a consumer and would like to report this scandal. If Santander strives to be a company of prosperity and respect, they wouldn't dig a deeper threshold for their own consumers. Files will not be included until I receive an e-mail via CFPB. Thank you for your time!
Company Response:
State: CA
Zip: 95965
Submitted Via: Web
Date Sent: 2020-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-04
Issue: Problems at the end of the loan or lease
Subissue: Unable to receive car title or other problem after the loan is paid off
Consumer Complaint: I paid off my Auto Loan ( including overage ) with Gateway One Lending on XX/XX/2020. Gateway One indicated they would have the over-pay amount ( approximately {$1300.00} ) returned to me in 30 business days or less. Gateway One was purchased by Santader Bank in the interim and as of today XX/XX/2020 I still have not been refunded my over-pay amount for the vehicle. Due to the company take-over Gateway One customer service is no longer available for contact and all calls are forwarded directly to Santander Bank. I have spoken to representatives at Santander Bank 3 times with ZERO indication of when or even if my over-pay balance will be returned to me.
Company Response:
State: HI
Zip: 967XX
Submitted Via: Web
Date Sent: 2020-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A