Date Received: 2017-12-01
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: In XX/XX/XXXX, I filed a complaint with Santander Consumer regarding how I make my payments. They only allow me to make payments talking to a representative. This costs {$10.00} a month. They have an automated system where you can pay less to make a payment but it has not allowed me to do this since XX/XX/XXXX. They stated it was because I had a return checks. I told them that I do not want to pay with a check I just want to pay with my debit card and it will not let me. The office of the president told me that this block would be lifted in XX/XX/XXXX to allow me to pay through the automated system so I can pay less fees. I still could only pay with my debit card, which I am fine with, but the fee would be substantially less. As of today, XX/XX/XXXX, I am still not able to pay through the automated system. I have to talk to a representative and pay the XXXX fee just to make a payment. I believe this company is ripping off comsumers by doing this, This needs to be addressed.
Company Response:
State: DE
Zip: 19702
Submitted Via: Web
Date Sent: 2017-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-30
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: When I set up automatic payments for my lease on the XXXX XXXX website, I mistakenly entered XX/XX/XXXX as the end date ( which amounted to 24 months ) rather than XX/XX/XXXX ( which was the correct 36 months ). Then, after 24 months of perfect payments, my automatic payments stopped, unknowing to me. Yes, my mistake, however, I was never notified that my payment was late until my credit service sent me an email saying something was up with my credit score. Despite receiving several emails per month from XXXX XXXX, including payment confirmations, I never received an email that my payment was late. I only learned this when my near perfect credit score had dropped 110 points. I contacted XXXX XXXX and after two rounds of explaining this situation and stating that it was an obvious mistake and more importantly that I was never notified that my payment was late, they denied my request to fix the credit reporting. In an early call with the CSR, the CSR pointed out that this happens all the time. She said that the payment scheduling system was often misunderstood by customers and that payments were often missed due to mistakes. In my last call on the phone with XXXX XXXX, the CSR explained to me that XXXX had no obligation to notify me whatsoever and he said that even statements were a courtesy. He said it was solely my responsibility to see if the money had left my account each month. Period. Firstly, it seems the entire online payment system at XXXX is set up to make the customer fail. The system is confusing and difficult to understand. Rather than simply providing payment information and having payments automatically paid from my account, it requires that you select the number of payments you wish to make into the future. The CSR already admitted that this trips people up she also said that people quite often make too many payments! More importantly, if I am signed up for online automatic payments, doesnt XXXX not have an obligation to send me a late notice if a payment is not received so that I can correct the problem before I learn it from my credit agency? I would think so. It would be unreasonable to expect otherwise. These two issues coupled together create a high likelihood of mistakes made by the customer, yet they do not acknowledge this. Please assist. The consequences of this on my credit score are far more impacting than deserved. Attached is a snapshot of my email inbox showing that XXXX notifies me about plenty of things but never sent me a notice that my payment was due or late.
Company Response:
State: CA
Zip: 949XX
Submitted Via: Web
Date Sent: 2017-11-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-29
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: 1 ) XXXX XXXX ( {$910.00} ) 2 ) XXXX XXXX XXXX XXXX ( $ UNKNOWN ) 3 ) Santander Consumer USA ( {$11000.00} ) 4 ) XXXX ( {$290.00} ) 5 XXXX XXXX XXXX ( {$1800.00} ) I did not authorize any of these attempts to collect any debt or to unlawfully report any negative account on to my credit report file. I need these items annulled and removed immediately.
Company Response:
State: MD
Zip: 20904
Submitted Via: Web
Date Sent: 2017-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-29
Issue: Getting a loan or lease
Subissue: High-pressure sales tactics
Consumer Complaint: I was at the car dealership for about six hours. I had bad credit and I was looking into buying a new car. They eventually found a lender who asked for many different documentation types than I 've ever had to provide and, after being exhausted from being thrown numbers and needing to get home to my kids, I ended up with a car that had a purchase price of {$26000.00} that I put down {$3000.00} cash AND a trade in of a car appraised at {$15000.00} and my payments ended up being {$530.00} with a XXXX XXXX interest rate. That was adjusted after the fact as well. My debt to income is highly maxed and beyond and I am now stuck in a loan in which I can not get refinanced due to the inability to keep up with the payments and their customer service being horrible. I had explained that I had medical issues and I just wanted to find out how to get caught up. That apparently was not good enough and I was told I was being too " vague '' about my situation. They had already repossessed my car and I had never received a right to cure notification. At one point, someone told me that it had been returned but another denied the statement. I feel that this company, who seems to have already settled a claim in New Jersey and another state, for this same time of practice by extending credit to those who they know are unable to make these payments combined with a highly pressured sales tactic targeted to those with bad credit looking for options. I 'm not looking at losing my car and had a decent credit score before buying this car. I want out of this loan but have no options and am now paying for the repercussions of this loan signed almost in duress.
Company Response:
State: MO
Zip: 65203
Submitted Via: Web
Date Sent: 2017-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-30
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I had a car accident in XXXX XXXX, XXXX. Had a total loss on the vehicle. Car insurance carrier paid {$30000.00} to Santander Consumer, the lender. We 've done our part by communicating between the lender, Gap Insurance and the XXXX dealer. We 've faxed all the documents needed. We have n't heard anything from Santander until the 2nd week of XXXX. I was alarmed to find out that our Gap Insurance has n't paid the remaining balance owed to the vehicle. I asked the Representative, a male, as to why we are just informed now after three months. He basically told me that they ca n't get hold of our Gap Insurance company after so many attempts, and that 's why they 're now contacting me. I called Gap Insurance Company and asked them of the progress. I was told that the documents they received three months ago were not eligible to read, so they could not proceed with the claim and they do not communicate with the lender or the customer. We made several phone calls between Santander and the dealership for the next two weeks. Then on XXXX XXXX, XXXX at XXXX, I received a phone call from the Santander call center. I spoke to XXXX and I was told that they received the Gap Insurance payment and all they 're waiting now is for the dealer to cancel the extended warranty service that we purchased on the vehicle. The next day, I had to go to the dealership to take care of it personally. While at the dealership, the finance manager looked up our account and discovered that our policy has been cancelled and only the lender can do that according to her. And a payment check of {$540.00} was sent to Santander on the XXXX XXXX while Gap Insurance sent the check on the XXXX. Santander failed to communicate with us in a timely manner. Because of their incompetence, we are being punished by reporting our account delinquent. If you talk to one Santander rep, it will tell us another. It seems like the other hand does n't know what the other hand is doing. We 've tried calling Santander several times asking them to remove the late report on the 3 credit reporting agency but until now, nothing has been done. So, I will not own the delinquent report on my credit reports because Santander in the first place, failed customer service. They have my email, contact number to call or home address but they never updated us of the status of the claim until three months had passed.
Company Response:
State: FL
Zip: 32211
Submitted Via: Web
Date Sent: 2017-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-30
Issue: Struggling to pay your loan
Subissue: Lender trying to repossess or disable the vehicle
Consumer Complaint: On Monday, XXXX XXXX, my XXXX XXXX XXXX XXXX was towed by XXXX XXXX from my place of work. This is the third time this has happened and I have NEVER gotten a phone call, email, or snail mail warning me of any late or missed charges. Thinking that this was my fault, my wife and I called XXXX XXXX as soon as possible to settle the charges. We paid {$2000.00} on one transaction ( confirmation # XXXX ) and {$970.00} on the second transaction ( confirmation # XXXX ). We completed these transactions with XXXX on Monday evening, who told us that she would email our information over immediately so that we could get the car the next day. We were promised email confirmations, and we received no such confirmations. We also spoke with XXXX XXXX, who sympathized with our situation and offered to pay for the tow payment on behalf of the company. He claimed he put this as a note on our account. The next day, I called at XXXX PST as instructed to learn where my car had been towed. I was told that the paperwork was never emailed over and that I would have to wait. I called later that day and was told it was at three possible tow yards and could take up to 48 hours to be released. How is it that the company that took the car does not know where the car is? Finally, I discovered where it was. Upset with the situation, my wife called XXXX XXXX again, explained the situation to the customer service rep, and got transferred to a manager, XXXX. XXXX told her that the payments had not been made and that my money was now theirs, fees included. She asked him multiple times if our account would be cleared after this fiasco and he danced around the subject and refused to give her a straight answer. Again, how is it that the company will not tell me when my account will be balanced? I do not want this to happen again. XXXX then continued to tell her that they call me every day telling me that I am late, but, looking through our phone records, there are no such calls. We have never been warned of late payments. Finally, when I got my car back an hour ago at a tow lot in XXXX XXXX, I noticed the " check engine '' light is on, the shift makes noise, and my center console is broken. None of this was off before the car was towed. Also, when I got to the tow yard, I had to pay to have my car released, which is not what XXXX XXXX promised us on Monday. When I called to inquire as to why they did not do as promised, I spoke with another supervisor who told me that XXXX does not have the clearance to waive fees like that and that we were responsible for all payments. We feel cheated and lied to. We are responsible people ; my wife is a XXXX and I am a XXXX XXXX XXXX XXXX XXXX. We have steady incomes and are able to make our payments. We are not asking for much. We just want the fees removed since this was obviously not our fault and we want a warning before such serious consequences happen. This has absolutely ruined our holiday and has put our lives on hold. ( Note : as of XXXX PST on Wednesday, XXXX XXXX, we have still not received ANY emails from XXXX XXXX nor any phone calls or any other communication with the company other than the phone calls we have made ).
Company Response:
State: CA
Zip: 92626
Submitted Via: Web
Date Sent: 2017-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-29
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I am a victim of identity theft. The inquiries, which appears on my credit report from XXXX/XXXX dated XX/XX/XXXX, SANTANDER CONSUMER USA dated XX/XX/XXXX and XXXX XXXX dated XX/XX/XXXX does not relate to any transaction ( s ) that I have made. It is the result of identity theft. I received a copy of my credit report and discovered a hard inquiry from your company. I did authorizing this inquiry. I did not apply for any credit with your company and have not existing accounts. Please delete this information from my credit report, pursuant to section 605B of the Fair Credit Reporting Act. I have contacted these companies individually and have not received any reply back.
Company Response:
State: AZ
Zip: 85323
Submitted Via: Web
Date Sent: 2017-11-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-29
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: MY BROTHER WHO SINCE XXXX XXXX IN XXXX OF THIS YEAR AND HIM AND I PURCHASED A VEHICLE FROM XXXX XXXX XXXX DEALERSHIP IN XXXX NEW YORK ON XXXX XXXX XXXX AND THEY GOT US A LOAN FROM SANTANDER CONSUMERS USA BANK KNOWING WE LIVE ON A FIXED INCOME AND A WEEK BEFORE XXXX XXXX SALESMAN INFORMED US THAT THEY HAD A CAR FOR US IT WAS A XXXX XXXX XXXX XXXX XXXX XXXX NOT KNOWING THAT THE VEHICLE WAS NOT ROAD WORTHY BECAUSE IT WAS IN AN ACCIDENT IN XXXX XXXX NEW YORK THEY NEVER DISCLOSED THAT INFORMATION TO US BANK WAS SO QUICK TO FINANCE US THE LOAN XXXX XXXX SALESMAN TOLD US THAT THE CAR WAS STILL AT THE AUCTION PLACE THE SALESMAN TOLD US THAT THEY HAVING REPAIRS DONE ON IT AND I ASKED WHAT REPAIRS ARE THEY DOING ON IT THE SALESMAN NEVER TOLD US WHAT KIND OF REPAIRS THE AUCTION PLACE REPAIRING ON THE CAR WHEN WENT OUT TO XXXX TO PICK THE CAR UP I WENT OUTSIDE AND THERE WAS A TEAR ON THE REAR BUMPER AND I ASKED WHAT IS THAT SO I REPAIRED IT MYSELF NOW THE BANK IS ASK ING FOR THE REST OF THE MONEY AT THE INTEREST RATE THEY THEY WANT ME TO PAY THEM NOT HAPPENING THEY NEED TO PAY ME BACK ALL THE 2 YEARS OF PAYMENT WE PAID THEM I ASK THEM IF THEY WOULD REFINANCING AND THEY TOLD ME NO THE CAR WAS TOTALED ON XXXX/XXXX/XXXX HIT FROM BEHIND AND IT 'S MY FAULT NO WAY I JUST BACK EVERY PAYMENT MADE TIGHT BACK TO ME AND SANTANDER CONSUMERS USA CAN GET THEIR MONEY BACK FROM XXXX XXXX
Company Response:
State: NY
Zip: 124XX
Submitted Via: Web
Date Sent: 2017-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-29
Issue: Getting a loan or lease
Subissue: Confusing or misleading advertising or marketing
Consumer Complaint: Santander Consumer USA uses heavy-handed tactics that violates the Telephone Consumer Protection Act to get consumers to pay their loans. These tactics allegedly include making repeated and harassing calls to plaintiffs ' phones and also the high-interest loans and fees violates the Fair Debt Collection Practices Act.
Company Response:
State: MI
Zip: 48322
Submitted Via: Web
Date Sent: 2017-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-28
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: On XXXX XXXX, 2017 I went into XXXX XXXX XXXX with my pre-approval letter from XXXX to XXXX XXXX a XXXX XXXX. The manager XXXX XXXX requested credit report with out my knowledge and consent. Because of this my credit was ran resulting XXXX Unauthorized inquiries. The next day I went back to the dealership asking for his supervisor. XXXX XXXX the General manager asked me to explain what happened and as a result typed up a letter on the companies letter head to all the Financial companies and credit reporting agencies requesting that they remove the inquiries on behalf of XXXX XXXX XXXX. Unfortunately, as of today NONE have been removed. Since then, I 've called, faxed, sent certified letters that XXXX XXXX drafted to each company as well as the credit bureau asking that that they be removed. Nothing has been removed a year later. I 'm in the process of purchasing my first home and these XXXX inquires are hurting my credit worthiness and credit score. The company is requesting that they be removed and now I 'm asking that they be removed!!
Company Response:
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A