Date Received: 2018-07-13
Issue: Struggling to pay your loan
Subissue: Loan balance remaining after the vehicle is repossessed and sold
Consumer Complaint: Around XX/XX/2017, my car was repossessed for non-payment. I was not notified of what would happen after the repossession as far as if my car was sold to an auction, if i had a remaining balance, but they were so eager to call me ten times a day harassing me for payment. I am sure that there is a law in Florida for this. My car was repossessed twice by these people, Santander/XXXX. I told them that I was having financial hardship. Customer service XXXX. They are reporting two different amounts due, which I will be showing proof of. It is making my credit score look terrible and this needs to be resolved.
Company Response:
State: FL
Zip: 33311
Submitted Via: Web
Date Sent: 2018-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-13
Issue: Managing the loan or lease
Subissue: Problem with the interest rate
Consumer Complaint: XX/XX/2014 I had financed a car for the first time in my life. I had XXXX kids at the time and had no car at all this was the only way of getting a car and Ive never purchased a car before, but I have an APR of 26.44 % that isnt good at all Im paying 5 times more then what the car is worth it had over 100,000 miles on it already and had been tooken to the shop 2-3 times after buying it within a year to a year and a half. When I had looked on XXXX XXXX XXXX at the time the car was only worth about {$4000.00} but we are paying {$26000.00} for it.
Company Response:
State: CA
Zip: 92570
Submitted Via: Web
Date Sent: 2018-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-13
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: To Whom It May Concern : We have been loyal customers of Santander Consumer USA for over a year and couldnt be happier customers. Unfortunately, in XXXX of 2018 we experienced a life changing blessing and a hardship at the same time causing us to fall behind on monthly payments. It was an exceptionally busy time in our life as we were balancing the birth of our XXXX child in 4 years ( ages XXXX, XXXX, and XXXX months ). Our newest child was born on XX/XX/18 XXXX XXXX ( joint account holder ) was on FMLA XXXX leave for 12 weeks XXXX and I was on FMLA XXXX leave for the month of XXXX with NO PAY causing us to fall behind on rent, groceries, and Santander car note. Now that we are both back at work, I honestly could not associate with the person that let this payment obligation go unattended I fully respect our obligations with Santander Consumer USA and have worked diligently to amend my relationship with you by regaining your trust. A brief look at our account will reveal that our account status is current and furthermore we have enrolled in monthly auto pay to prevent any future issues. We have begun search for a home and a much larger vehicle due to our family growth. We are currently undergoing credit repair and plan to use Santander USA in the near future to finance a new truck. The attention that our late payments with Santander USA may negatively affect our chances of obtaining a home and new truck. In light of our renewed focus and demonstrated commitment to rebuilding our trust with your company, We are requesting that you give us a second chance at a positive credit rating by revising the 3 late payment ( s ) as reported on our three major credit bureau files ( XXXX, XXXX, and XXXX ). I sincerely hope Santander Consumer USA believes in their customers and I humbly request your consideration to allow me to pursue the home and truck of my dreams. I appreciate your time and look forward to receiving a favorable decision from you department soon. I have tried calling and speaking with someone at your customer service department but they have been very rude and careless about my situation. Regards, XXXX XXXX & XXXX XXXX In addition we can provide all documentation that support our claims upon request ( FMLA forms, check stubs, rent receipts, etc. )
Company Response:
State: IL
Zip: 60628
Submitted Via: Web
Date Sent: 2018-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-13
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I do not understand why this company has pulled my credit report twice I never authorized them to pull my report I never applied for anything through them SANTANDER CONSUMER USA XX/XX/XXXX XX/XX/XXXX Finance Companies - non specific XXXX XXXX XXXX XXXX XXXX, TX XXXX ( XXXX ) XXXX SANTANDER CONSUMER USA XX/XX/XXXX XX/XX/XXXX Finance Companies - non specific XXXX XXXX XXXX XXXX XXXX, TX XXXX ( XXXX ) XXXX
Company Response:
State: NY
Zip: 11209
Submitted Via: Web
Date Sent: 2018-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-13
Issue: Struggling to pay your loan
Subissue: Problem after you declared or threatened to declare bankruptcy
Consumer Complaint: XX/XX/XXXX XXXX XXXX XXXX, President & CEO Santander Consumer USA Holdings Inc . XXXX XXXX XXXX XXXX XXXX, TX XXXX XXXX XXXX, Good day. The purpose of this letter, although unpleasant, is to fully advise you of the experience Ive had with Santander Consumer USA. In XX/XX/XXXX I purchased a vehicle in XXXX XXXX, although pre-approved by my bank, the dealer recommended using your company. Payments were made as scheduled, however, in XX/XX/XXXX I ran into problems due to a mortgage from XX/XX/XXXX with outrageous interest ( 9 % - 10 years interest only ) that the bank would not modify. After paying several attorneys to attempt resolution with XXXX XXXX, it was suggested I file Chapter XXXX bankruptcy ( my home is a XXXX XXXX XXXX XXXX XXXX XXXX XXXX ). I paid another attorney {$10000.00} to navigate bankruptcy to retain my home and vehicle. Once in bankruptcy, XXXX XXXX ( former attorney ) advised my new payment amount to Santander Consumer USA, as well as advising payment amounts to other creditors. Throughout the 14-month ordeal I made all payments to Santander as directed, and this has been confirmed by Santander representatives. In XX/XX/XXXX my bankruptcy case was dismissed due to attorney malpractice. The Assistant U.S. Trustee has since filed sanctions against my former attorney for what amounts to legal malpractice. My attorney has put XXXX XXXX and his insurance company on notice of civil action also. All this has been conveyed to Santander representatives, as well a copy of the U. S Trustees motion has been sent. A month after my bankruptcy was dismissed, I received a call from your representatives stating my loan was 250+ days past due and I had to pay over {$5000.00} to reinstate the loan or the vehicle would be repossessed. At this point I have put over {$15000.00} into a lawyer to try to keep my home of 15 years. I was shocked to learn that Santander didnt honor the agreement made with my attorney in XX/XX/XXXX. I asked for some time to work through this nightmare, I am single and XXXX years old, I run a XXXX XXXX for XXXX XXXX ; I dont have thousands of dollars laying around. In XX/XX/XXXX I agreed to a settlement with Santander in the amount of {$14000.00}. I was to pay {$2000.00} which I did and the rest in 10 days or XX/XX/XXXX. On XX/XX/XXXX I was sideswiped pushing the vehicle into a ditch by a hit and run driver. I phoned Santander to provide the police report number and my insurance claim info. Since this was hit and run, and I was physically hurt, trying to get the vehicle fixed ( out of pocket ) and waiting reimbursement from XXXX has been a challenge. On XX/XX/XXXX a representative phoned for a status update, I advised I was still waiting and the vehicle still needs more work, however, I would pay {$1000.00} that day ( and I did ) and try to pay {$1500.00} the following week. He put me on hold and came back to say his manager said they ( Santander ) would work with me because I honestly could not pay {$1000.00} into a vehicle Santander planned to repossess. On XX/XX/XXXX I received notice of foreclosure sale on my home, forcing me to send every remaining penny to the lawyer to try to fight foreclosure and keep my home of 15 years. At this point the vehicle is sitting in the driveway, wont start and I still have not been reimbursed by XXXX. Finally, Monday XX/XX/XXXX I can pay to have repairs made so the vehicle would run, while still trying to fight foreclosure. Yesterday, XX/XX/XXXX, I walked out to get groceries and my prescription from the vehicle ( grocery shopped the night before and due to rain left dry goods in the vehicle ) and it was gone! I truly thought the vehicle was stolen. Phoned Santander and call routed to the department handling repossessions. Despite being told Santander would work with me, despite Santanders knowledge the vehicle was in an accident, and I was physically hurt, and that I was doing what I could the vehicle, a XXXX XXXX XXXX would cost {$670000.00} to get back. Bottom line, XXXX, from what was the Presidents office, basically said sorry for your troubles lady pay it or lose it. I told him I had {$3000.00} but dont know when I could get the rest. Again, if I want the vehicle pay {$6700.00}. I pointed out the truck still had work needed from the accident and at auction it might sell for {$5000.00}. XXXX advised Santander was prepared to take the loss rather than let me try to get it back. Since XXXX I have paid {$3000.00} and I proposed I could pay {$3000.00} to get the truck back. Nope, XXXX clearly stated Santander was prepared to take the loss rather than work with me KNOWING FULL WELL all that has happened. And by the way, unless I can produce the paperwork my bankruptcy attorney sent to Santander stating the new payment amount acceptable, nothing can be done. Yet, every payment I made in bankruptcy was accepted without a word from Santander until the case was dismissed. My former attorney had advised Santander agreed to the payment and reduced amount in or out of bankruptcy. Today I must try to find someone to take me to the yet named location to get my personal items from the truck. That was my only means of transportation, yet your company is willing to take a loss rather than help a customer that has been through XXXX and back, and you have the documentation to prove it. I now understand the why thousands of people have taken time to send in complaints on your company. I have sent mine as well, to the OCC and AG. I am still in shock and outraged at the total lack of compassion, yet overwhelming greed displayed by Santander. XXXX XXXX XXXX
Company Response:
State: VA
Zip: 234XX
Submitted Via: Web
Date Sent: 2018-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-12
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: After receiving a copy of my consumer report I noticed inaccurate information being reported by Santander Consumer, USA. I then sent a 1692g request in which was received by Santander on XX/XX/2018, at approximately XXXX. Santander failed to respond to the requst and continues to report inaccurate information on my consumer report.
Company Response:
State: MD
Zip: 206XX
Submitted Via: Web
Date Sent: 2018-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-11
Issue: Struggling to pay your loan
Subissue: Denied request to lower payments
Consumer Complaint: On XX/XX/2018 Santander repossessed my vehicle for non-payment. I had been making my payments to XXXX XXXX XXXX XXXX since XX/XX/2018 who was my previous finance company. I had no previous communication, relationship, etc. with Santander other than a denial letter I had received from them dated XX/XX/2018. After several dizzying phone calls I located Santander and told them I that I had financing through XXXX XXXX and had been making my payments. They reacted as though I were crazy. They requested documentation of my payments to XXXX XXXX and provided me a fax number and stated that if I could provide proof that I had been making payments to another finance company that a mistake must have been made at the dealership and this was beyond by control. They also stated they would refer my account to their " higher-ups '' to ensure that my credit was fixed so I wouldn't have repossession and missed payments. They stated they would also see what they could to " reset '' my loan to begin with zero days late and zero days past due. I was referred to the Office of Consumer Practices and stuck with a man named XXXX XXXX who changed promises like coffee cups. When he would request documents I would provide them, then he would request something else. He kept promising that he would get my vehicle back to me, fix my credit report, adjust my loan to be due in XX/XX/XXXX due to the length of time the investigation was taking ... .but none of this happened other than getting my vehicle back. He told me in the middle of XX/XX/XXXX that he was waiting for approval from his supervisors to have my loan due XX/XX/XXXX and to set the 4 payments I had made to XXXX XXXX onto the back of the loan. I had filed a complaint with the FTC due to the issues with them repossessing my vehicle, the dealerships grievous errors, XXXX XXXX accepting payments on an account that existed one day and then didn't the next and empty promises from my current finance company. The immediate solution in XXXX XXXX 's mind was for me to retrieve my vehicle. I was tricked into signing a document which moved three ( 3 ) payments to the back of my loan ( XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX ) and was told that they were only authorized to move that amount in their department and were still waiting for approval from their " higher-ups ''. [ They still have not addressed the damage that was done while it was in the auction 's care or the loss of my and my son 's personal possessions! ] After I retrieved my vehicle, the entire story changed and XXXX XXXX accused me of being confused. I requested that he pull the phone calls and he refused. I told him that he lied and tricked me into signing that document so that I could get my vehicle back and he told me that he did nothing of the sort. Again, I requested that he pull the phone calls and listen to them as he explicitly stated that he was waiting for approval for my loan due date to be moved to XX/XX/XXXX. My credit still shows as this account being in a closed " repossessed '' status. I have repeatedly requested XXXX XXXX 's supervisor and he stated that there is no one else to speak with other than him. I fear that I am being bullied and taken advantage of and I am not being treated fairly in an already unfair situation. I need some help. I lost my job due to my vehicle being taken. I have been accused of many things during the past two months and XXXX XXXX should not be doing this job. Now I have received a letter today, stating that they want to repossess my vehicle again!
Company Response:
State: FL
Zip: 32953
Submitted Via: Web
Date Sent: 2018-07-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-11
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I recognize that XXXX XXXX submitted unauthorized inquiries on my credit report for financing 16 times on XX/XX/2018. Santander Consumer is one of the companies that it solicited. I contacted XXXX XXXX and spoke with XXXX, who identified himself as the Manager. He refused to help. It is very unfair that they did this. It lowered my credit score by 200 points.
Company Response:
State: IL
Zip: 60616
Submitted Via: Web
Date Sent: 2018-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-11
Issue: Struggling to pay your loan
Subissue: Denied request to lower payments
Consumer Complaint: I currently have an auto loan with XXXX XXXX. I am currently 2 months behind on my payments as I have had a change in income and have been struggling. I am no longer working and have XXXX small children, also my husband is the only one working and is a XXXX veteran. I have contacted XXXX XXXX to make payment arrangements or see if there are any other options for me at this time so that I may get back on track with my loan to avoid repo of the vehicle. They have told me there is nothing that they can do for me at this time. They can make payment arrangements but the amount is still high and I am not able to pay it. I have tried a number of times to refinance the vehicle and no one will refinance due to owing more then the vehicle is worth or because the company is XXXX XXXX that the original loan is with. I am trying to work with XXXX to avoid anything further action, but they are not willing to help me out. They told me on XX/XX/2018 that I could have gotten a 6 month modification on my loan but that would have been only if I had a deferment available on the account. I was NEVER previously told this information or I would have done this for sure. They held this option from me and now I am suffering from this. I need help and I have tried to work with XXXX XXXX and they are just not willing to work with my as a customer. I will never get a loan with them again. I live every day with the fear and anxiety, stress that my vehicle that I take my kids to doctors appt and ext will be gone when I wake up and we will have no transportation.
Company Response:
State: SC
Zip: 29715
Submitted Via: Web
Date Sent: 2018-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-10
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: On XXXX XXXX I received an extension that push two payments to the end of the loan from XX/XX/XXXX to XX/XX/XXXX and I did change my payment due date from the XXXX to the XXXX. And yes I have made late payments at times but they were made. I inquired one day when I noticed the date of the last payment has been pushed back to XX/XX/2018. I was informed that I never had a maturity date of XX/XX/2018. So I went ahead and made the payment, then I was I told That I had late fees over 300 hundred dollars. My payments were XXXX and I always paid XXXX I was told that money went towards my loan. I received a call on Friday XX/XX/18 from a mr XXXX stating my car payment was 11 days past due, when I inquired more I was transfer to a XXXX XXXX Who stated my maturity date was XX/XX/2018 and he asked did I want to open a complaint, and I did. Today a very nasty ms XXXX called stating that my maturity date has nothing to do with all the loan money being paid off and That I still owe thousands on the car, even tho I have made 73 payments one over the 72 that was stated to me at the being of this process. I have a lot of files but is having trouble uploading them
Company Response:
State: PA
Zip: 19023
Submitted Via: Web
Date Sent: 2018-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A