Date Received: 2018-07-09
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: I purchased a XXXX XXXX XXXX, XX/XX/XXXX for XXXX, XXXX -- XXXX payments. My credit was not good at the time so I ended up with Santander with their 24.99 % interest rate. My payments are XXXX a month and as of today, I still owe XXXX with a buyout for XXXX. How is this Ok and how is this legal? Seems to me that I will never pay it off. Though the interest was high, I was not having trouble making my monthly payments at that time. Then there were times when money was tight where I missed payments, I called Santander, and they approved 8 extensions different times ( moving that particular months payment to the end of the loan therefore extending time to maturity ). Which brings it to XXXX payments. This worked for the months that I needed the extra money to pay off medical bills. I owe more than the car is worth. Something is not right. I checked the XXXX XXXX XXXX, which is attached, along with my statements. I would like to settle with what the XXXX XXXX XXXX is offering. XXXX XXXX XXXX XXXX MILES XXXX MONTHLY PAYMENTS XXXX OWE XXXX, XXXX BUY OUT
Company Response:
State: CA
Zip: 90277
Submitted Via: Web
Date Sent: 2018-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-09
Issue: Managing the loan or lease
Subissue: Problem with the interest rate
Consumer Complaint: I purchased a XXXX XXXX XXXX on XX/XX/XXXX finance thru Santander bank been paying on it since and up to this date Im still at same balance. Ive had late payments on loan and its understandable a late fee and of course I have to pay interest but this is ridiculous that almost 2 yrs and Im still at same balance. I feel this is not a fair act of doing business with consumers. And I stress again this is not right for consumers. I tried talking to Santander and the response they gave me is to make payments on time to avoid all the interest getting charge nothing else could be done
Company Response:
State: TX
Zip: 782XX
Submitted Via: Web
Date Sent: 2018-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-09
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I am completely outraged right now. There is a glaring error on my credit reports that needs to be fixed literally as soon as possible. My family is on our way to owning our first home, and this is really preventing us from accomplishing this goal. I have attached a copy of my credit report that shows this error. XXXX XXXX is showing I still pay monthly for a car that has not been in my possession for over 4 years! It shows we make a monthly payment of {$540.00} to XXXX XXXX, and we do not! Since this is reporting this false information, I would like Chrysler Capital to be able to prove this! But I'm 100 % sure they can not! How can a charged-off account show a current payment? This is just ludicrous. Everyone knows charged-off accounts are supposed to show a " {$0.00} '' balance anyway. And that is wrong as well! Apparently we are not the only victims of this company. XXXX has a 1 star review with Consumer Affairs, and XXXX customers has an 1 and a half star rating as well for XXXX XXXX. Attached is the proof for this as well! This needs to be removed from my report ASAP! It is inaccurate, and throwing off our debt-to-income ratio, and now we can not be approved for our dream home without it!
Company Response:
State: AL
Zip: 365XX
Submitted Via: Web
Date Sent: 2018-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-09
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: Santander Consumer USA. This financial institution repoed my vehicle window they were not supposed to. two different phone calls from their managers approved me for an extension during this time. During this time was Hurricane Harvey and they took my vehicle anyway. My struggle within is they had left the amount of {$15.00}, XXXX installment loan on my credit report to pay back. I have spoken with them numerous times made many phone calls and debates About the amount. They had agreed for me to only pay {$2.00}, XXXX to be released from this installment dispute that I have with them. But the amount of XXXX, XXXX Still Remains on my credit report and it damages me to receive any other type of loan or financial help whatsoever. As I had mentioned to this company that they had taking my vehicle after approving me two different times life extension they released me of my vehicle without justification other than stating I was legible for a repo. This was at a very unfortunate time of my life and family life with this being the only vehicle that this household had. just suffering from this financially and XXXX has drawn a lot of extra problems to this family and household. I'm still in debate with him on the final about a 2000. I do not believe that I owe them a penny for illegally repoing my vehicle after approving me two different times for an extension. Their words were I was not approved for a disaster opportunity. As I try to get myself back into another vehicle because of the damage of my credit they seem to be the only potential financial institution that could Finance me. But even on the simplest they don't like knowledge what they have caused and what they have done and they will not approve me even for the simplest auto loan. This is a very hypocritical company and I need this to finally be taken care of by the consumer federal government thank you!
Company Response:
State: TX
Zip: 77084
Submitted Via: Web
Date Sent: 2018-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-07
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Unauthorized Credit Inquiry -Second Request Dear Sir or Madam, XXXX XXXXXXXX submitted my credit to you after I specifically told them not to. They have been untruthful, unethical, and unapologetic in their business practices. I have already contacted them and they refuse to correct their behavior. To show their recklessness with my personal information to include my credit I have enclosed documentation. Unfortunately they have put your company at risk an action must be taken to correct the record. Specifically The buyers order that they sent to me minutes before sending to you is totally different. The amount financed on my copy is {$30000.00} The copy that was submitted to your organization was {$32000.00} a difference of {$1400.00}. Why would I want to pay more and why would I ask them to run my credit after I got a purchase order so I could obtain the loan on my own? I told them not to run my credit again. It is clear and can be proven I did not authorize this inquiry. I included a copy of an email that states exactly my situation and what I am looking for. This includes no money down, an early lease turn in/or buyout, and a lot of negative equity. My credit score was run onXX/XX/XXXX when I came in to the dealership and came back at XXXX from XXXX. Based on all of the above information I would expect that the sales manager is trained to know what options if any are available without having to run my credit over and over as was done in this case. In addition I am sure there are guidelines for each bank based on specifically the information that has been provided ( examples ) credit score, amount financed, ratio of loan to car value etc. I am requesting for a second time for this unauthorized inquiry to be removed. Failure to comply will result in complaint to the XXXX XXXX XXXX, Consumer Protection Financial Bureau as well as the FTC. I expect the unauthorized inquiry to be removed within 15 days of receipt of this letter.
Company Response:
State: TN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-07
Issue: Managing the loan or lease
Subissue: Problem with the interest rate
Consumer Complaint: Santander Consumer USA does not provide refinancing for existing customers for car loans. They do however refinance for new customers. The existing customers have to be tricked to go to a dealership to refinance, but the dealership stated it is not possible with the prime loan.
Company Response:
State: IL
Zip: 60616
Submitted Via: Web
Date Sent: 2018-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-06
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: I have been a victim of identity theft.
Company Response:
State: NY
Zip: 11967
Submitted Via: Web
Date Sent: 2018-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-06
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: Step 1 : What is this complaint about? Questionable Fees Pursuant to my conversation with the customer service representatives in early XX/XX/XXXX they agreed to waive {$250.00} in late fees. I followed up several times ; until finally being told that if the request was decline I would be advised. I requested a brake down of the total due, especially since the vehicle had been totaled in an accident. I just wanted to resolve any issues before an insurance payoff was received and processed. I was told over {$500.00} in late fees would be taken from the payoff ; I disagreed, because I was never over 30 days late making a payment from XX/XX/XXXX thru XX/XX/XXXX, and typically within their payment grace period. Also this total was never disclosed, until we reached this lump sum payoff attempt. Total Loss date XX/XX/XXXX insurance payoff {$4900.00}. Prior to and outside of accident damage, car deemed to be in great shape. I point this out because I was still several thousand dollars upside down. The insurance {$4900.00} payoff was applied as follows : XX/XX/XXXX ( {$500.00} ) late fees, ( {$840.00} ) Principal, ( {$45.00} ) interest, ( {$3500.00} ) {$10.00} Fee to pay monthly payment* As of XX/XX/XXXX, Santander Consumer USA did not provide customers a reasonable way to make a payment using a personal checking account and or Debit Checking Account Card, you we unable to do this via their website or calling in using a representative and or automated attendant. If you use either of these methods you would be charged a CONVINENCE FEE in my case that was {$10.00}. After research, was charged approximately {$470.00} in these convenience fees. There is nothing in the agreement that states and or discuss that customers would be charged a fee for making online payments, and or payments over the telephone. There is nothing in the agreement that discloses a beneficial third party arrangement and or relationship. They only free methods for making a payment was using the checking account Auto draft feature and regular USPS mail. If you signed up for this Auto draft/ Auto-Pay feature, and needed to cancel, you would have to send a written request to their Office to have this feature canceled. This cancellation process came with this obscure 30 day time frame and or process that could take up to two billing cycles ; this could result in you over drafting your personal bank account and being charged fees from the bank, and charges from Santander Consumer USA. It was a process that places an unreasonable amount of strain on the consumer. This fee is a profit center and or arrangement that Santander Consumer USA has/had with, XXXX XXXX, however on the Santander Consumer Site this was not clearly disclosed ; at best it should have been a way to make reasonable and or normal payment. Santander Consumer USA mishandled the payoff in fact losing and or misplacing it for weeks and later finding it, the insurance company called on status after having a discussion with Santander Consumer USA, had to reissue the payment. Payments of {$260.00} for 72 months, loan amount {$9700.00} interest rate of XXXX Keep during this entire process ; we were at home with a child that was diagnosed with a live long well documented condition that in the beginning required an enormous amount of treatment. This was discussed with this lender on during several conversations. Step 2 : What type of problem are you having? Made final payment in XX/XX/XXXX, have not received anything from them not even a letter advising there was an issue. This account is currently being reported as a charge-off with all the major Credit Bureaus, and in their system with a balance of {$260.00}. This is having a negative impact on my finances. The vehicle was totaled in accident. Step 3 : What happened? On XX/XX/XXXX I went into XXXX to purchase a XXXX XXXX XXXX, Santander Consumer USA was assigned as my lender. Like many American my credit was affected by the XXXX financial crisis, job loss due to company going out of business. So I was rebuilding, no Bankruptcies, no repossessions and or any late car payment history at the time. I made all my payments required from XX/XX/XXXX-XX/XX/XXXX. The final payment that I believe was needed to satisfy the loan was made on XX/XX/XXXX. Vehicle involved in an accident Total Loss date XX/XX/XXXX insurance payoff {$4900.00}. Prior to and outside of accident damage, car deemed to be in great shape. I point this out because I was still several thousand dollars upside down rather quickly, due to the high interest rate of 24.99 %. The insurance {$4900.00} payoff was applied as follows : XX/XX/XXXX ( {$500.00} ) late fees, ( {$840.00} ) Principal, ( {$45.00} ) interest, ( {$3500.00} ) *Also I was charged over {$470.00} in fees for making a payment by phone or on Santander Consumer USA website. So I made on-time payments on a vehicle I did not drive or owned. I signed the title over to the Insurance Company, and had no use from XX/XX/XXXX-XX/XX/XXXX. During this period I used public transportation, rental vehicles, family, friends, and neighbors, walked, and rode a bicycle to commute and take care of lifes needs. Keep in mind I had been paying on a vehicle that was totaled since XX/XX/XXXX. On XX/XX/XXXX between XXXX XXXX, ( most of that time going through their IVR ), I called Santander Consumer USA. I spoke with Representative XXXX, ( no last however their calls are recorded ), in summary I asked, How do I dispute my account that is showing unpaid, and I believe this was are result of some late fees that should have been removed. I promised in less than a minute this representative began telling me that there is no late fees after a charge of applied to the account just continued talking, talking over me, talking while I was talking, this was so unprofessional. The representative had taken a position within a few minutes of us talking, all I could do was just look at the telephone in amazement, and here is where I knew this representative would not be of any help in anyway. All I was able to get was XXXX XXXX XXXX XXXX XXXX, TX XXXX address to send my dispute, again. WOW! I am upset that I have to use this means to resolve this. I live up to my end of this terrible loan. I could have just quit claimed bankruptcy, and use the laws in my favor we would not be having this discussion. Step 4 : What company is this complaint about? Santander Consumer USA Inc. XXXX XXXXXXXX XXXX XXXX XXXX, TX XXXX Step 5 : Who are the people involved? Parties involved : Santander Consumer USA Inc. its ( customer service, insurance/payoff department, management, and any parties they have undisclosed arrangements with. Attachment : highlight Transactions history of late fees take from payoff, also beginning history of {$10.00} fee being applied. ( the entire history can be provided )
Company Response:
State: GA
Zip: 30214
Submitted Via: Web
Date Sent: 2018-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-06
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: My auto loan was sold to Santander in the amount of approx, $ 12k from XXXX on XX/XX/2018, which immediately dropped my credit score 35 points. It has never been reported by Santander to date. I have called multiple times, and spoken to several representatives who tell me that a XXXX will return my calls, but never do. They also tell me they are required by law to report this to my credit and that they report on the last day of the month. They did not report on XX/XX/XXXX, XX/XX/XXXX, or XX/XX/XXXX. I was in the middle of purchasing a home when this happened and it hurt me significantly. They have done nothing to resolve this despite my many attempts of getting them to. They have refused to transfer me to their credit department an every call that I have made. Any assistance you can offer would be helpful.
Company Response:
State: OH
Zip: 452XX
Submitted Via: Web
Date Sent: 2018-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-07
Issue: Threatened to contact someone or share information improperly
Subissue: Contacted you after you asked them to stop
Consumer Complaint: Hi, I have two collectors that keep contacting me - the first one is XXXX XXXX - everyday they call and say they say Im going to be arrested, a warrant is issued for my arrest or something a long those lines - I have informed them 100 times that this account is not mine and still they keep calling harassing me - my identity was taken and the person who did so, got a phone, car, and a lot of other hints from what I see on my credit report - Santander is the other one who calls atleast twice a week to inform me that I am going to be issued a summons to be detained for collection, when the car and account isnt mine either! I dont even drive & Im XXXX! I need help getting this to end and fixing my score its affecting my mental health daily and my family and our daily life - its aweful and torture
Company Response:
State: FL
Zip: 33511
Submitted Via: Web
Date Sent: 2018-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A