Date Received: 2018-09-24
Issue: Struggling to pay your loan
Subissue: Denied request to lower payments
Consumer Complaint: I want to make a complaint about Santander Bank they repo my car I couldnt afford it anymore due to the high interest the bank had every payment I made was not even touching the capital only interest rate. I found out people are suing this bank and I would like for the repossession to get off my credit because this is nothing but a corrupted bank
Company Response:
State: CA
Zip: 91356
Submitted Via: Web
Date Sent: 2018-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-24
Issue: Communication tactics
Subissue: Used obscene, profane, or other abusive language
Consumer Complaint: I called to get assistance with a double extension - Ms XXXX laughed during the conversation - transferred me to a manager Ms XXXX who only wanted me to let her speak and kept interrupting me to state the process has changed - stated that they will only give me a single extension even though I was already told I'd get a double ext 3days ago - she didn't fix the problem nor did she attempt to help - the manager was rude and didn't care what i had to say - i couldn't even finish my first sentence before she started to stop me - the manager then transferred me to the same rep who asked what I wanted and it was at that point I decided to end the call. They still didn't give me the double ext and I refused to take a single to be further behind when I was already told to pay and get a double - i made the payment for the double and they are refusing it
Company Response:
State: CA
Zip: 90016
Submitted Via: Web
Date Sent: 2018-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-24
Issue: Struggling to pay your loan
Subissue: Lender trying to repossess or disable the vehicle
Consumer Complaint: On XX/XX/XXXX my vehicle was repossessed by Santander Consumer USA. I had missed several payments and was past due. I was aware of this. My issue is their company acting in bad faith, and while what they did may not be illegal it is certainly unethical. I had previously missed a payment arrangement due to some personal financial issues and problems with fraud on my bank account. However, between the XXXX of XXXX a representative from Santander called and informed me of the past due. I offered to make a payment on XX/XX/XXXX and another within 2 weeks to bring my account current. At no time did he mention the possibility of me being repossessed and needing to make a payment sooner. Obviously, my car was taken 2 days before the payment which would have brought it under their " repo '' past due limit according to their reinstatement specialists. They had previously sent me a right to cure letter, and that date had passed. However, the fact that they were still calling me and taking payments led me to believe that they were working with me. After trying to explain the situation and get my vehicle back they have not offered any type of solution other than completely paying the vehicle. I should also mention that at no time was any kind of extension given, or reduced payment plan despite asking numerous times. On XX/XX/XXXX I received a letter from Santander dated XX/XX/XXXX offering an assistance program to bring my account current. After calling in I was told this was a mistake and I can not do any payment plan/assistance program. I was told that if I had done it before repossession I could have used it, however I explained I was never offered any plan even after asking. They did not care. I also learned that my optional GAP coverage and extended warranty were successfully refunded to Santander on XX/XX/XXXX. This totaled around $ XXXX+. I understand that this applies to the principal, but it should have also showed my intention to pay the car since I had cancelled these optionally before repo. Combining all these things makes me very frustrated how all of this has been handled.
Company Response:
State: NE
Zip: 68116
Submitted Via: Web
Date Sent: 2018-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-24
Issue: Struggling to pay your loan
Subissue: Lender trying to repossess or disable the vehicle
Consumer Complaint: The company harassed me by calling me multiple times a day, a lot of times within the same hour, and back to back. I called them numerous times to tell them that i was steadily making payments to get my account caught up. And asked for a payment plan or defer a payment. They would never help me out so that i could get caught up. They then repossessed my vehicle without any warning and charged it off before it was repoed. The payments were always applied to the interest and hardly ever to the principle and the amount i owe is almost as much as the beginning loan amount 5 years ago. After the vehicle was reposessed, i found out that the dealership had charged me {$1500.00} extra for items that were not even on my vehicle. Therefor making my payments higher and my loan amount higher.
Company Response:
State: TX
Zip: 75482
Submitted Via: Web
Date Sent: 2018-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-23
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: I sent a check for {$1200.00} and Goodwill letter to XXXX XXXX on XX/XX/XXXX. They cashed the check for {$1200.00} and still are perusing me for more money and are damaging my credit report. I sent XXXX XXXX a faxed Copy at there request on XX/XX/XXXX of the original Goodwill agreement Letter dated XX/XX/XXXX with a copy of the check as well. I received no response from XXXX XXXX. I sent a dispute letter to XXXX XXXX on XX/XX/XXXX. They singed for the letter on XX/XX/XXXX and never furnish the credit bureaus with the required disclosure, within the period required by law.
Company Response:
State: CO
Zip: 801XX
Submitted Via: Web
Date Sent: 2018-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-22
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I was granted a simple interest loan, with an 18.2 % interest rate which I understand to be the default rate for borrowers with poor credit. I understand that, but the issue I have is that, although I've made some but not all payments, my loan balance has not amortized. I've mentioned this to the company ( Santander ) on two separate occasions, but received no explanation why this is the case. So, the monthly payment is being applied as interest, none to principal. As a result, the loan 's interest rate is effectively 27.6 %. I have calculated a loan amortization schedule, incorporating the details from my loan, and the monthly payment amount " works '' ; so I'm not sure what the Bank is doing, but no change has been made or explanation given. As of late, I have fallen three months behind in my payments, but just called today ( XX/XX/18 ) to inform the Bank that I was going to bring my loan up-to-date next week, when I receive additional income. Instead of noting such, I immediately got the third degree of can I pay today, why haven't I paid, etc. I got angry for being treated this way for the " nth '' time, and their response was : your car was assigned for repossession ; so we need to get you under a certain number of days past due, etc. I understand that I'm delinquent, but there's only some much someone should take when a borrower is distressed but trying to be compliant.
Company Response:
State: NY
Zip: 109XX
Submitted Via: Web
Date Sent: 2018-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-21
Issue: Struggling to pay your loan
Subissue: Lender trying to repossess or disable the vehicle
Consumer Complaint: I financed a XXXX XXXX XXXX through a bank or lender call Santander Consumer Usa in XXXX. The Payment was XXXX monthly. I was making the payments on time until few months ago, I experienced some economic Hardship where work is concern. I stayed in touch with the company as often as I could to get payment arrangements. I did this to avoid my car getting repossessed, after the company usually sent out a notice to repossessed if not paid by a certain amount of days. The last payment I made was in XXXX for XXXX and the last notice I received was in early XXXX. On XX/XX/XXXX, I parked the car somewhere around XXXX XXXX that evening. Only to wake up the next morning to go to work and found the car missing. I did not get any final notice to pay from this company, so I was shocked to learned that a tow truck came the night of the XXXX and repossessed it. I call the company and was directed to a recovery dept. I spoke to a rep and explained the reason for falling behind. The rep was willing to assist, but during the call, I lost connection because of my phone battery that died. I called back the number and got a different rep instead. I think she said her name was XXXX or XXXX. She quoted the total amount to pay, of XXXX and I explained that unable to pay such amount. The rep work something out at a lesser amount. I asked to give me time to pay by the next pay period of XX/XX/XXXX. She agreed to it and also provide me with info to the tow company to recover my things in the car. The next day I call the 1800 number that the young lady gave me. No one answer and the voice mail was not accessible to leave a message.I called back Santander in the afternoon around XXXX XXXX and ask if they can at least provide me with a contact number or address for the tow company, so I can set an appoint to get belongings.The response I received was ridiculous. The rep refused to give me the info and lead me to believe that even if I get the address I will not be able to go to the location w/o appointment. I explained that I could use the address to find the phone number and call. They still refused and instead tell me about my last payment I made and that they sent a final notice on XX/XX/XXXX which is the day after the car was repossessed. I question the Rep and ask how can they possibly sent a final notice after they took the car and how unfair this practice is. I told the rep that I will further look into it. That night around XXXX XXXX I called to speak with a manager, the rep name XXXX who took my call wanted to direct me to the recovery dept again. I demanded to speak to a manager, I got a manager name XXXX, I took my time and explained my concern. The manager did listened but he then spent the time justifying everything that was done and failed to addressed the fact that the car got repossessed w/o notification and that the company can not provide any information concerning the where about of the car. This manager state that the company is not obligated to send notices for repossessed. Even after I stated that the company usually does and that there is no document sent stating the company does not have to send notice. The manager stated that they tried calling a phone number on file which was active and did not get a response. When asked what number was used to call, the manager provided an old phone number that was updated many times that even the ivr system they have recognized it. I dispute this claim and even went further to mentioned that other forms of communication the company usually use is my email and my home address. The next argument I had with the manager was when he defended that the company can not tell me where the car was because even if they did I will need to make an appointment. I explained over and over to this manager that I know about the appointment, all I want is at least the phone number or address to look up the number to make the appointment. I expressed that with my personal information being circulated to all type of vendors as he stated, this room for scam and identity theft to take place. I spent more than 1/2 hour on the phone with this manager, and still nothing was resolved. The manager spent the time defending their actions and even lying to me saying that the company did not send the notice on XX/XX/XXXX like the previous representative stated they did. They failed to take responsibility on the improper practice they provided to me. Now I am left with shear humiliation, emotional stress and a life full of hassle trying to get my belongings and my car back. I understand that I too should do my diligence to make my payments on time. As I mentioned before, due to Hardship, I got stuck along the way. Please try to address this issue with this company if possible. I am seeking some form of satisfaction for this. This is the first time I have ever encountered such humiliation where my car is concern. This is the second time that the company is giving me information verbally that I never was told before in writing.
Company Response:
State: FL
Zip: 33147
Submitted Via: Web
Date Sent: 2018-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-21
Issue: Took or threatened to take negative or legal action
Subissue: Threatened to sue you for very old debt
Consumer Complaint: XX/XX/2018 I received a threatening voicemail from XXXX Contact, XXXX XXXX , with XXXX XXXX XXXX XXXX Threatened : ( 1 ) Summons ( 2 ) Schedule to Deliver of that Summons my place of Employment or Home in 24/48hrs ( 3 ) Wanted me available with 2 forms of ID ( 4 ) If my Summons is served at my employment they wanted a Supervisor or Security Officer to be available as witness ( 5 ) Failure to sign Summon could result in missed Court Appearance. XX/XX/2018 - I called XXXX, aka the Number provided. When returning the phone call to XXXX XXXX XXXX, the person who answered was XXXX XXXX XXXX XXXX ( not XXXX XXXX XXXX XXXX ) I spoke with Mr. XXXX, who said I owed {$8700.00} on an old Auto Loan, the statute of limitation for the old loan was nearing. If I wanted to avoid going to court, he said he would need approximately amount {$3400.00} to settle the debt today. ( I never reached the original caller XXXX XXXX or XXXX XXXX XXXXXXXX XXXX. ) I admit I was scared and intimidated I stated, I definitely did not want a summons to court and but Im currently unemployed and didnt have {$3400.00}. Mr. XXXX gave me hardship rate of a one-time payment of {$810.00} if paid by XX/XX/2018. I was emailed a one page document from Mr. XXXX from XXXX. I have never physically mail verification of the debt statement from XXXX XXXX XXXX XXXX. Mr. XXXX asked for my personal information, although I did not sign authorization, I provided them with my personal information, Name, Address, Debit Card Number, Expiration Date, and they had my SSN. XX/XX/2018 I later emailed/contacted XXXX XXXX XXXX XXXX that payment was unauthorized. They charged my account anyway. The money was taken out by XXXX XXXXXXXX XXXX ( XXXX ) XXXX is the contact for XXXX XXXX XXXX. XX/XX/2018 - Transaction for the amount of {$810.00} begin to pending from XXXX XXXX XXXX XX/XX/2018 I called the original creditors of the Auto Loan Debt, Santander ( XXXX ), who informed me that they had no record of XXXX XXXX XXXX XXXX and they had not sold the debt to XXXX XXXX XXXX XXXX. And that actually Santander still owns the debt. Santander informed me to call police and file a police report. XX/XX/2018 When belatedly researching XXXX XXXX XXXX XXXX there are many complaints with the agency. This company is not filed with XXXX. There is a one page website but no verifiable information. Even the address XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Il XXXX appears fake. XX/XX/2018 Called XXXX XXXX XXXX XXXX to speak with Mr. XXXX with new information acquired from the original creditor Santander. XXXX, the Customer Service Representative from XXXX XXXX XXXX XXXX answered the phone. XXXX was aggressive, rude and hostile. He refused to help me or direct me to Mr. XXXX, or even patch me through to Voicemail ext XXXX. XXXX said caustically We got your payment. I know you already paid. You want something from me now. I dont want anything from you. You can keep calling back but I wont help you. We have your information. I found the whole thing ridiculous as I just wanted to speak with Mr. XXXX. But it clearly definitively at this moment helped me to establish that this was a HUGE FRAUD SCAM. I had just become a sucker and a VICTIM! XX/XX/2018 - I immediately called non-emergency Police Filed a police report. XX/XX/2018 I called XXXX XXXXXXXX XXXX ( XXXX ) and spoke to XXXX about a refund at around XXXX, since transaction was never authorized, I never signed any of the documents sent to me and I opted to decline. Instead of starting the refund process, she put me hold and suddenly, magically Mr. XXXX from XXXX XXXX XXXX XXXX appeared on the phone line. This was the person I had been trying to get in touch with from a different number since XXXX in the morning. XXXX their rude customer representative prevented me from connecting with Mr. XXXX. Mr. XXXX claimed that original creditor Santander would not know who they sold the debt to because it might have passed hands. I also stated XXXX XXXX XXXX XXXX is not listed in my credit report nor have I received any physical mail from them. Mr. XXXX continue to try to persuade/convince me everything was ok, and sent me an emailed with 1 page document saying I had paid so just present my document to Credit Card Agencies. I tried to get him to three-way Santander so they could speak but Mr. XXXX terminated the three way call. XX/XX/2018 A few hours later, I received important notification from my credit report ( XXXX ) that my personal Information including Social Security Information has been posted on the dark web. XX/XX/2018 My money is gone and my information has been stolen and used on the dark web! DO NOT BE A VICITIM! Trust your gut instinct. I am kicking myself now because I should have rigorously verified the company. This is the first time this has happened to me. SCAM COMPANIES : XXXX XXXX XXXX XXXX XXXX ( s ) : Mr. XXXX, XXXX ( first name only ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Il XXXX XXXX XXXX ext. XXXX XXXX ext XXXX. Ext XXXX XXXX website : XXXX XXXX XXXX XXXX Contact : XXXX XXXX ( number listed in my Debit Card Transaction Report ) Contact : XXXX XXXX : XXXX XXXX XXXX XXXX XXXX XXXX
Company Response:
State: GA
Zip: 31601
Submitted Via: Web
Date Sent: 2018-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-20
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: Amongst other things Santander Consumer U.S.A. incorrectly reported my credit information to the credit bureau damaging my credit and delaying my home purchase in Colorado due to the destruction of my credit rating. Once the problem was identified Santander Consumer U.S.A. failed to submit the correct information to the credit bureau and refused to provide a simple email to mitigate my losses due to the inability to relocate. Santander Consumer U.S.A. routinely forwarded any over payments above the required payment amount to the next month reducing the next payment enabling them to continue to charge daily interest against principal monies I had already paid. Santander Consumer U.S.A. performed collection actions against me using auto-dialers that would call me up to five times a day beginning sometimes before my payments were even due on the XXXX of each month. Santander Consumer U.S.A identifies itself as a collection agency. and charged me " speed-pay '' charges in the amount of {$10.00} for each and every telephone payment I made in a cooperative arrangement with XXXX XXXX for a period of no less than 7 years. By charging these collection fees Santander received violation of the Fair Credit Collections Practices Act and the Telephone Consumer Protections Act. When I complained to both the CFPB and disputed the information provided by Santander to the credit reporting agencies, Santander provided misleading financial summaries and made disparaging statements about me to discredit my claims of illegal and deceptive business practices. Please refer to my first complaint # XXXX. Please review the attached documents, and letter explaining in the detail the damages caused to me by this corporation. I have also forwarded a copy of my earlier complaint to the CFPB and copies of the letter attached in an simultaneous consumer complaint to the Ohio State Attorney General XXXX XXXX for his assistance in this matter.
Company Response:
State: OH
Zip: 44310
Submitted Via: Web
Date Sent: 2018-09-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-20
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: XXXX XXXX is a collection agency that continues to report an account that is a result of identity theft. I did authorize the account they're are attempting to collect nor do I own or have the vehicle connected to this debt. I have submitted an identity theft report and disputed the account as fraud with the credit bureaus but XXXX XXXX continue to verify a debt they have not and can not validate with my signature in a contract owning up to this debt. it has caused me damages and continues to ruin my credit and defame my character.
Company Response:
State: SC
Zip: 290XX
Submitted Via: Web
Date Sent: 2018-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A