Date Received: 2019-03-22
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: My Loan is a simple interest loan, Santander has continue to send my payment notice to a previous address for almost 2 years, creating extra interest, exposing my credit to owners of my previous house, despite repeated attempts to have my address changed. Ironically my payment receipt comes to my new home each month.j I feel that Santander has intentionally created this issue, to embarrass me to the owners of my previous home and as a way to collect addtional interest and against my loan. My conversation with them resutled in a refund of XXXX in late charges and nothing more. I have received 2-3 calls everyday when a payment is late
Company Response:
State: IL
Zip: 60030
Submitted Via: Web
Date Sent: 2019-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-22
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: XXXX XXXX ( a registered trademark of XXXX XXXX XXXX and licensed to Santander Consumer USA Inc. ) is not delivering my monthly Lease Statements by mail. I have called their customer service number at least five months in a row ( most recently speaking with XXXX in the " Executive Office '' ), and they still have not resolved the problem. I have received other mail from XXXX XXXX, but not my monthly Lease Statements. Each time I speak with them, they say they have resolved the problem, but that is never correct, as I still have not received my monthly Lease Statements by mail.
Company Response:
State: IN
Zip: 462XX
Submitted Via: Web
Date Sent: 2019-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-22
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I've noticed on my credit report that there's some accounts on my credit profile that aren't mine and I have never given any consent for my credit to be used or I have never co-signed for anyone or anything. Below are the accounts that were opened fraudulently. FRAUD ACCOUNTS 1 ) XXXX XXXX XXXX -AMOUNT {$380.00} -DATE OPENED XX/XX/XXXX -ACCOUNT # XXXX 2 ) SANTANDER -AMOUNT {$0.00} -DATE OPENED XX/XX/XXXX -ACCOUNT # XXXX 3 ) XXXX XXXX -AMOUNT {$240.00} -DATE OPENED XX/XX/XXXX
Company Response:
State: NY
Zip: 115XX
Submitted Via: Web
Date Sent: 2019-03-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-22
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: Dear CFPB, As a Citizen requesting for help. This company to my understanding they are a Used Car Dealer Finance Company in Texas. Me & my family live in South Florida never lived in Texas??? But the following company calls my Cell # XXXX from XXXX Registered under : SANTANDER CONSUMER USA Inc. Mailing Add : XXXX. XXXX : XXXX, XXXX, TX XXXX. Calls Received on : XX/XX/XXXX on XXXX, XXXX. XXXX on XXXX. XXXX on XXXX XXXX XXXX. XXXX on XXXX, twice on XX/XX/XXXX,XXXX XXXX, XX/XX/XXXX,XXXX, XXXX, XXXX, XXXX & XXXX, XX/XX/XXXX. Messages left for : Call Center Operations located in XXXX in the XXXX XXXXXXXX XXXX. I just called XXXX the operator does not have any street address to disclose? But needs additional information about me? I did not disclose anything? I have requested to take of my cell phone number XXXX but they can not help as I do not have any account with them? Everyday Voice Messages : " Good Morning XXXX, Its XXXX XXXX and XXXX XXXX XXXX. This is XXXX from SANTANDER CONSUMER USA Inc. Please return my call toll free # XXXX to speak with one of our Representatives. We are in the Office today until XXXX CST. Thanks Have a Great Day ''. Same message repeats everyday call!!! There is no one by these names in our house. We are a Nuclear Family of four. Dad, Mom & Two Adult unmarried Daughters. We own XXXX used cars brought and paid off in XXXX XXXX, FL. All this seems to be a FRAUD & A PROFESSIONAL SCAMMERS. Past month I have called & left messages and sent similar messages to Do Not Call.gov but i am fed up as a XXXX Citizen with NO ONE TO HELP! Can not call to speak to anyone? Since XX/XX/XXXX repoted to Do Not Call Registery.Gov but all in vain. Please Help! Even registered complaints with https : XXXX # crnt - online case # XXXX XXXX XX/XX/XXXX. Today Personally called FTC, XXXX # XXXX to again Complaint my frustrations got a case # XXXX XX/XX/XXXX Rep. XXXX & Sup. XXXX. They requested me to complaint to CFPB. Please help me!!!
Company Response:
State: FL
Zip: 33317
Submitted Via: Web
Date Sent: 2019-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-22
Issue: Managing the loan or lease
Subissue: Problem with the interest rate
Consumer Complaint: Santander Consumer USA provides me with a car loan that the car wasnt worth.
Company Response:
State: DE
Zip: 19702
Submitted Via: Web
Date Sent: 2019-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-21
Issue: Struggling to pay your loan
Subissue: Loan balance remaining after the vehicle is repossessed and sold
Consumer Complaint: To Whom It May Concern : I had a phone call from Office of the President at XXXX XXXX on today, Thursday, XXXX, at approximately XXXX from phone number XXXX and they continued their deceptive, unethical business practices towards me, yet again. I was told no more interest would be applied to the account. Yet, the information XXXX XXXX emailed me today ( in response to a notarized letter sent to them last week ) says {$2100.00} in interest + {$180.00} late fees + {$770.00} in miscellaneous fees have been added to this account through XX/XX/XXXX. They are now requesting a payoff of over {$14000.00}. I DONT HAVE THE XXXX XXXX XXXX vehicle anymore. They repossessed the car in XX/XX/XXXX and then sold it at auction XX/XX/XXXX for the amount of {$12000.00}. I AM TIRED OF THIS COMPANY LOAN SHARKING ME! Every time I look around, they are adding more and more to this account. I tried my best to make small payments towards the balance while being sick. Its to the point my health comes first. I dont have the car. But I have my health issues with a XXXX XXXX in the XXXX XXXX. I must pay people to drive me out-of-town to deal with those issues. I dont want this company calling me anymore. I can not agree to pay for something when a dishonest company is deceiving me. Take a look at the information they mailed me. Notice every time since the beginning when I make a payment, the amount does not go down. Ive been saying this forever. A person makes 2 to 4 payments before you see the amount go down even once. For example, take the payment made XX/XX/XXXX in amount of {$620.00}. I see 3 charges in XX/XX/XXXX on this account. Then XX/XX/XXXX, they still had not subtracted the payment from the account. It was showing {$27000.00} still in XX/XX/XXXX. Then a check was sent in amount of {$2400.00}. Chrysler Capital took {$1400.00} to apply towards principal and {$970.00} towards interest. But the account was only deducted {$27000.00} - {$1400.00} = {$26000.00} in XX/XX/XXXX. Then another check for {$1000.00} was mailed XX/XX/XXXX. They deducted {$26000.00} - {$1000.00} = {$25000.00}. The problem is they both add interest to this account. Then they keep part of the money paid towards the balance hidden and consider it interest as they did with the {$970.00} on XX/XX/XXXX and my XX/XX/XXXX payment of {$620.00}. CAR PAYMENTS DO NOT SUPPOSED TO OPERATE THIS WAY. How can they add interest to the balance and also hide interest to take the entire payment away where the balance never decreases? This scares me that a company is allowed to do deceptive business practices to consumers. I am sending this information to Consumer Financial Protection Bureau. I hope justice is served. EVERY PAYMENT I EVER MADE SINCE THEY SOLD THE VEHICLE IN XX/XX/XXXX, HAS BEEN APPLIED TOWARDS SOME HIDDEN INTEREST. Yet, Office of the President at XXXX XXXX specifically told me no more interest would be added to this account EVER because it had been charged off. They charged the account off in XXXX at {$13000.00}. Since then, it continues to go UP even AFTER I send in payments. It has caused me undue stress, XXXX, and chest painson top of my other, ongoing health issues. At this point, I can not and will not make further payments to this company, XXXX XXXX.
Company Response:
State: AR
Zip: 718XX
Submitted Via: Web
Date Sent: 2019-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-21
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XX/XX/XXXX, Pursuant to CFPB Complaint XXXX, Santander charged off the last two payments of a 36 month auto loan opened in XX/XX/XXXX, that I had requested the company to respond to regarding their predatory 13 % interest rate. They were in the courts and news at the time for predatory practices, which made me examine more closely how much profit was being skimmed from the loan. Instead of responding to my request - they never initiated collection - but instead sent men who harassed me, followed me to and from work and home, and not once tried to speak to me or repossess the car which was always visible and easily accessible. In retaliation, every six months, Santander reports erroneous late payments to XXXX, causing a 25-40 point drop in my credit score. The loan is closed and has been since XX/XX/XXXX. Currently, the XXXX and XXXX payments of XXXX have been reported as of last week by Santander as delinquent. I saw the change in XXXX XXXX, checked the Santander closed account, and yet more payments were now showing up as delinquent. I immediately filed a dispute with XXXX, however can we stop this predatory reprisal. It impacts my credit and takes time to resolve. Since their pattern of abuse and fraud is recognizable, can you help me have them remove erroneous late payments that have long since been charged off with account closed.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-20
Issue: Struggling to pay your loan
Subissue: Lender trying to repossess or disable the vehicle
Consumer Complaint: Good Morning XXXX XXXX and Board Members, ** Please note that this email is being drafted as i wait " on hold '' for a representative to assist me. Issue : - Once again, my car has been incorrectly repossessed due to negligence on individual ( s ) within your company. As a result, I have had to take leave from employment in order to address this issue. ( Loss of Wages ) Premise : - On XX/XX/XXXX, I made an outbound call to ( XXXX ) XXXX with regards to the status of the account. I spoke with XXXX in your Assistance Department who advised that the account was 68 days past due. At this time, I was also advised that the account had previously been " credited '' with misapplied payments. - I was advised on this call that my account was 68 days past due. I was never advised on this call that my account was in Repossession status,. - I was advised to pay {$1000.00} in order to " clear '' and update the account. I advised XXXX XXXX that the payment would be made via my Visa Debit Card ending in XXXX. She advised that it would be documented. The call ended. - Starting on XX/XX/XXXX I began receiving automated phone calls for a XXXX XXXX. I did not attempt recontact with your company, as this had previously occurred during the months of XXXX and XX/XX/XXXX. - I awoke on XX/XX/XXXX to once again find my vehicle repossessed. When I called to inquire, I was treated with disregard once again ( see previous complaint filed XX/XX/XXXX ). At current time of drafted email, I have spoken to the following agent ( s ) : - XXXX ( Front-line Representative, Reinstatement Department ) Action : Was very rude, transferred me to management - XXXX ( Manager, Reinstatement Department ) Action : Opened Complaint Case : XXXX - Persephone ( " Manager '', Office of the President ) Action : Non-compliant to consumer need, transferred the call instead of honoring request to speak with her management team. Transferred call back to Reinstatement Department. On this call, she did advise that the account had been " reviewed '' by another department. If this is the case, then why were the notations of I, the consumer, not reviewed and the call reviewed prior to placing the account in such status? - XXXX ( Vice President, Reinstatement - XXXX, AZ location ) Action : Extremely combative when he initially opened the call. I repeatedly had to request the previous call to be pulled. Once he pulled the call, he came back and then tried to alter the state of the call, stating that the agent " implied '' that the account would be current but did not implicitly state it ( semantics of words ). He also said that there was a returned payment, however if this was reflective on the account then the agent I spoke with on XX/XX/XXXX would have addressed it as well. Asked me what I was willing to pay, advised of fraud on my checking account, that I would be able to pay the promissory note by XX/XX/XXXX. He then advised me that the account balance was $ XXXX, and that that needed to be paid. Stated I had 10 calendar days to pay or call would be sold I then had to ask a clarifying question of when the car was repossessed. It was then that he advised according to the records, it was taken on XX/XX/XXXX, which would make it outside of the allotted time frame. When confronted, XXXX XXXX said he would '' place a hold '' on the car. Requested Resolve : I am requesting that your company honor the call made on XX/XX/XXXX in which I was advised that the account was not in danger of repossession. By the timeline outlined above, it appears that the company willfully and intentionally processed these transactions in order to absorb additional monies. Please note that there is a documented history of these types of behaviors, stemming from the State of Pennsylvania and Massachusetts. I eagerly await a response from someone within your organization. Respectfully, XXXX XXXX, XXXX, XXXX.
Company Response:
State: NV
Zip: 89128
Submitted Via: Web
Date Sent: 2019-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-20
Issue: Managing the loan or lease
Subissue: Problem with additional products or services purchased with the loan
Consumer Complaint: Santander refused for us to purchase gap Insirance on our vehicle loan. Six months after the purchase of the vehicle we were involved in a total loss. They did not give us the opportunity to get adequate protection and now we are at a fiancial loss because they forbade us to get gap insurance to protect our loan. They also malreported how much was refunded to them with the extended warranty that we had on the vehicle which the refund was XXXX not XXXX which is the amount reported
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-20
Issue: Struggling to pay your loan
Subissue: Lender trying to repossess or disable the vehicle
Consumer Complaint: Initially when the loan was taken out in XXXX, the loan was not set up for a period of over 2 months. When the bank was contacted it was the loan was not due and the was no monies owed. When the payment was sent in XXXX of XXXX, it started off in arrears as their were 2 payments due. Trying to work out the payments to get his paid up, in XXXX of XXXX, the bank stated the amount would be rolled into the end of the loan. This was not correct as interest was continually charged. Moving forward to XXXX of XXXX, a payment was made on the vehicle on XX/XX/XXXX and then the vehicle was repossessed for non-payment. The bank stated the payment had not been kept. The vehicle was then repossessed on XX/XX/XXXX. The vehicle was set to be auctioned for on XX/XX/XXXX, if the funds were not paid by this date. When calling to get the amount due the total amount was given in the amount of XXXX that was supposed to include all fees. When a bill was sent on XX/XX/XXXX there was a total of XXXX that was now due. The reasoning given was the monies were applied incorrectly and if applied correctly would put the car back in repossession status. I do not feel that the fees should have been assessed over a month later and in XXXX after being told on the XXXX of XXXX that the vehicle was current and no extra fees were due.
Company Response:
State: OH
Zip: 443XX
Submitted Via: Web
Date Sent: 2019-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A