Santander Consumer USA
Reviews and Complaints

Regarding the payment fees, they can charge them, and its perfectly legal in almost all cases. Read your contract and see if there is anything specific that prohibits them. You will not find it. A postage stamp costs money too, and a fee to make a phone or web payment is no different. You are using a service and it costs money to use that service. Making a big issue about the fee will be a big waste of time as an attorney general or attorney will just tell you what was listed above...and their fee will be much larger. That being said, phone check fees are ILLEGAL in some states under state law. I think its illegal in CO, TX, and two more. You would have a strong case there if you live in those states. If not you wouldnt have a case at all. When its all said and done, these fees are plain and simply bad business. I agree with you that Santander doesnt seem to care for their customers much...and as a consumer you have every righ to refinance and take your business to a company that values their customers enough to waive those fees. That is the best thing we as consumers can do!

I just was told the same today and I am writing my States' Attorney General in a formal complaint (online)...I encourage all to do the same!

Any company using Western Union to process payments has to pay Western Union themselves for the service. Santander probably is trying to recoup this cost...although 10.95 seems a bit steep to me. Most conpanies care enough about their customers to provde these services as a convenience for their customers...Santander obviously does not. Id ask them to waive the fees as a convenience or I would refinance/pay the loam off. A company should be more dedicated to their customers.

My loan, too, was sold by CitiAutoFinancial to Santander...no notice from either company. Santander charges a whopping $10 to pay any convenient, fast way...over the phone, debit, etc. I just refuse to Pay to pay a bill. It's extortion. So I mailed checks. Santander has been harrassing me for the past 3 months saying I owe more. April's Payment #59 (out of 60) said I owed 3 more payments. I paid two, and they're still calling me everyday...even Saturday and Sundays at 8:30 am to say I owe. Now I've received a call saying that my auto contract is paid, but I still owe another $124. They never sent me a final bill or notice, just more obnoxious phone calls saying I still owe. It was suggested I ask them for a copy of the contract that is marked PAID, but I see other victims have not gotten their title nor an overpayment refund. I think I'll call Morley Safer from 60 Minutes and sic the press on Santander. Now I understand why there's a whole website devoted to complaints against this company.. They are a nightmare.

This company is a debt collector. They have not followed the loan I received from CitiFinancial - who are now changing their name as if that will clear their responsibility for putting their customers in this situation.

They call me 5-10 times daily. I owe 1 payment and will pay the loan off a year early. I can't understand why the government is not stepping in to force this company to adhere to the laws and regulations.

I plan to file a complain with the attorney general and the BBB. Hopefully this will help end this mess.

You got off easy they can and took my car only after three days and had already sold it a Carolina Auction I live in Summerville I XM radio was stolen and the was damage done to my veh. I contacted a Layer named Todd Friedman [protected] I also found a lawyer In North Carolinan that is investgating this company for bad pratices there number is [protected] also this law office in texas [protected]. These guys are nothing more then crooks.

MY CITIFINANCIAL AUTO LOAN ALSO WAS BOUGHT OUT BY SAN-TAN-DER. I RECEIVED NO WARNING ABOUT THIS EITHER. ALL OF A SUDDEN AFTER MAKING SPLIT PAYMENTS MONTHLY ON MY CAR LOAN, I GET A CALL THAT I AM LATE ON A PAYMENT. THANKS A LOT. I HAD NO PROBLEMS WITH CITI AT ALL AND NOW, I GET TOLD I CANNOT SPLIT MY PAYMENT AND I HAVE TO PAY THE LUMP SUM. I WAS MAD. FINALLY, I GET TO TALK TO ON E OF MANY CUSTOMER SERVICE REPS AND SHENITA HALL FROM THE FORT MILL, SOUTH CAROLINA OFFICE HAS BEEN THE MOST RECEPTIVE AND NICE PERSON. I NOW GET TO SPLIT MY PAYMENT IN HALF AND PAY IT EVERY TWO WEEKS. SHE WAS SO NICE AND I WAS DREADING CALLING SANTANDER BACK. IF THEY MAKE ME HAPPY, I HAVE NO COMPLAINT. BUT IF THEY DO NOT TREAT ME RIGHT, I WILL BE THE WORST CONSUMER THAT SANTANDER HAS EVER DEALT WITH. THANK YOU FOR LISTENING TO ME SHENITA HART!

I feel everyones pain my loan went from hsbc to santander my car was paid off in july 2010 an paid two extra payments then they came an took my car showed proof faxs bank statments letter from my bank still made no difference to them now I have to hire a attorney to get my car back.

Many people did not receive notification from Citi...most did...but it's alarming that a great number of people didn't receive the notification. Lbgrrl, I work at a collection agency for a living and Santander is not an agency, it is a full fledged bank...so I wouldn't worry too much about your loan status. Unless you are two or more payments past due you should not receive a slow pay ding on your credit. Hopefully you don't have any more issues...I would hate to have to deal with their non existent customer service. Debbie, they can waive the fee as a courtesy. They use western union speedway system to run their payments. They have to pay western union to use it, but shouldn't have a problem with waiving a fee for one time courtesy. Failure to do so shows how inept their customer service is. Philcam... I would confirm that the number of remaining payments that they have on record match your records, along with the expected maturity date, and I would confirm the apr matches the contract. Apr is typically set in stone on a simple interest contract. They cannot change the apr unless its
Mutually agreed to in the contract. I have a feeling what you are seeing is just an accounting reamortization since they had to book the contract on their books. The remaining term, apr, and maturity date should match your records. It is just amortizing the loan on their books using the current term and payment schedule. It doesnt change anything on the loan, and the interest you have paid is the same as you would have paid with Citi...as long as the term, apr, payment, and expected maturity date are congruent. If any of those changed, I would raise holy hell. If not, just run a loan amort in excel or something and you will see what I'm talking about.

I just had this happen to me last month aswell. Look at the interest amount on your bill. After 4 years of payment the amount applied to interest has started over ! I'm now again paying all interest on this note and nothing to the balance of it. Can you say law suite ! I will not pay interest on this loan again !

The same thing happened to us. we only have 6 more payments due, and we did recieve notification about two weeks ago but thought it was advertizement so we didnt pay attention to it when we didnt get our monthly statemnet from Citi Financial I went through our junk mail and there it was it said that we would be receiving a statement to make our payment we still have not received it and when I called today they said well we sent it I asked about making a payment over the phone because I did not want to be late they said I could but it would be an additional $10.95 I then asked about on line it is the same cost. I have also read complaints about them changing the terms of your loan and not releasing the title even when its paid off. Im not looking forward to the next 6 month's

Debbie
Spokane WA

every thing you guys say is the fact. we need to sue these guys and get our money back and they need to apoilage to us. Late payments, missed, payments, no payments? cant understand what half of them are talking about, they dont have facts if they say you owe for sept, and you tell them you have a bank statment that showes you paid, they say then its augest, or some other time and date.? We need to stand up america and fight back, I did not ask for santander to take my contract, it was through HSB, I have never filed a bankruspey on a car or never had one reposed, so why am I with Santander? This Jhonny boy keeps saying its because of bad credit, how do you know my credit or any one else, unless you are doeing something ill legal mabey? You need to be checked out all so. Is ther a good LAWER READY TO TAKE THEM ON?

Well don't get your hopes to high, Justice 2010, Arkansas. My original loan was bought out by Santander Consumer USA about a year ago. They are not honoring my payoff date which has come and gone. September 17, 2010 was the date 60 monthly payments but believe or not I am still paying on the car which they say the maturity of the loan will be paid as of January 2011.

They say I missed payments, accrued late charges, moved payment dates and so on. This company is fraudulent and unethical in its practice. They will not release my title until the "so called final payment." Now remember it was September 17, 2010.

I have spoken to several customer service representatives which are hateful and will not connect you to a manager or supervisor when asked. The last Representative Yasmin, said after the last payment which according to them is January 3, 2010, she told me I have to call back for payoff amount. Why? Haven't they already took me to the cleaners? I feel so stressed! I feel like I am never going to get this car paid off! My husband's income is all we have and we can barely make ends meet. I don't want to lose my car because my husband is disabled and we need transportation to get him back and forth to medical appointments.

Be careful when payoff time comes that you don't find yourself in the same predicament as we are in at present.

Is there a class action lawsuit against them? I want in, they charge late fees when your not late, I asked for a report of all the money I have paid back from the day I bought my truck, including payments made to previous bank that they say my late charges start, THIS IS NOT TRUE. They sent me just what I paid them and not anything from the begining of the car loan, so they still didn't answer my question.

This company still abusing in american people. Now if you do not sent your payment by mail they will charge 4 15 DOLLARS procesing feet for get your payment, They are very unprofesional and I know they because I open in 2002 6 saving account on the Bank of Santander with almos half a million dollar and I still waitting for then to ask me how I got the money? Here in america their are not welcome

My story sounds somewhat similar. These people are criminals. They are claiming that I disputed a payment made in August and that it was returned as "not authorized." I did no such thing and there was no issue with my bank drafts. My payments were made through a third party, Smartnote, and they have cooperated by sending copies of cashed, cancelled checks and there is no record of a returned payment on their end either. When I disagreed with the representative from Santander, he hung up on me stating that the account would continue to remain past due. I called back twice, and both representatives were rather ignorant, as far as I'm concerned. Most times when I call in, they can't be bothered to read the notes on the account until I ask them to. With the last representative I spoke to, I asked for proof that the payment was returned. She said she could only send me a payment history. Hell, I already have the payment history! If I'm sending you all this proof, then why can't they do the same so we can resolve this? Why? Because they are scam artists to the max!

Hi everyone, our loan was also with Citifinancial Auto Loans. Citifinancial never sent us a letter saying our loan would be handled by Santander. We've been continuing to send the last 2 payments to Citifiancial, only to find out, they were applied to a credit card, that we were told had been charged off. So Santander has not received the payments we sent.

Repo guys showed up last night. They were insistent they had to take the car. I called them today (Santander), and the gal couldn't help me. I told her, that unless a Law of Novation Contract was done, the contract they have is invalid. This is considered real property which requires a new contract (Law of Novation) where Citifinancial Auto, Santander and us are supposed to sign. But now we can't refinance anywhere else, and need our car. Don't know what to do.

Repo guys were decent to us. They helped us remove all our belongings - but they were insistent they couldn't wait another day or two, even though we said we sent a payment a week ago. We have approx. 10 days to try to get the car back; but I'm scared we'll have to come up with a ridiculous amount. They're showing we're only $705.00 past due which is 2 1/2 mo payments, and we just paid a payment via snail mail on Mon. Nov. 28, 2010. PLEASE IF ANYONE WHO READS THIS, CAN HELP US PLEASE RESPOND TO: rcmeek@yahoo.com.

I also know if I continue with Law of Novation they'll jack up the interest rates on a new contract. But we NEVER received any communication from Santander warning of a potential repossession the entire month of November 2010. Their customer service rep said we should've received a warning letter, which we did not. She also told me what she was going to type in my file, and was changing my words around. I hope my call was recorded, b/c I quickly corrected her, that "that is NOT what I said." PLEASE, I HOPE SOMEONE CAN HELPS US - - - -WE DON'T MIND MAKING OUR PAYMENTS TO THE RIGHTFUL LIEN HOLDER, AND DOING OUR BEST, SINCE MY HUSBAND LOST HIS JOB 3 MO AGO. But as far as we are concerned, we have no contract or agreement with Santander USA.

I could work for a company, and send anyone a letter, '"guess what we now took over your loan, and now you owe us.!" But according to contract laws, that's not how it's supposed to work. From my paralegal class, every contract has 3 elements; An Offer - An Acceptance of that offer - and consideration or performance, from the offerer. And then all this should be in writing. This has not occured between us and Santander USA, or other Citifinancial Auto customers.

Again, if anyone who reads this can PLEASE HELP US, contact us at rcmeek@yahoo.com. Thank you!

After 24 years in the car business I have found the worst customer service ever. As a Dealer we deal with banks, credit unions, loan companys etc... all the time. This company has the worst phone system ever. You call and go round and round like a bad dream before you ever get a live person. When you do they can't even help you. I paid off a loan over a month ago, and still have not received the title. I have faxed copies of my bank statements and the actual check itself to no avail. It is so bad that I am afraid to take a trade-in that has a payoff to these people. If we have to wait over a month to receive a title, that means we cannot sell the trade until then. If you have a loan with these people I would strongly recommend refinancing with your local Bank or Credit Union ASAP!

I, too, had my loan with Citifinancial, and never a hiccup until this takeover by Santander. The first notice I received was a LATE notice. Real nice.

Then they wanted to charge me a fee to pay the payment. I asked for the next payment due date and she said that they had changed from the original payment dates of my previous lender ( no wonder it is LATE!) and that I would see the information on my next statement. Now...a phone call today telling me I am late again- though no statement was ever sent.

Customer service never answers, my logins don't work on the website and when a rep does call they are on a script to collect payment only - NOT answer questions. Go ahead..ask a question and see the argumentative and sarcastic nature come alive. The woman barely spoke English to boot.

Just out of curiosity, I asked a supervisor what my payoff would be on the loan. She quote me considerably HIGHER than what was on the late notice. Hmmmm. When I asked why, she said rudely and defiantly noted that wasn't always accurate information. Well, if it isn't accurate then are we supposed to guess? Sounds like a no-win and perhaps EXACTLY what they intend for it to be.

So, after that introduction to this company here I sit...late again on a payment due to misinformation or no information and if these fools would just stick to sending a statement and the information that appears on it, life would be much easier on everyone.

I don't understand why companies seemingly TRY to be difficult. I don't understand HOW they stay in business. This is a poor excuse for a business and one that should be avoided at all costs.

Stay away. Far, far...

My advice to Santander -

Communicate effectively - in English, with statements bearing correct information and LISTEN to customers.

K. French
VA Beach, VA

I agree and am in the works writing a letter to the better business bureau, their compliance dept, and the newspapers. The harrassment I have received from this company is disgusting and I don't understand how it is legal!

AuntieM - I think you have a very valid case. A lot of times on these complaint boards you read some real garbage, but your case is anything but. I would definitely discuss with an attorney. Companies like CitiFinanial Auto and Santander need to understand that a contract works both ways. If a consumer violates a contract, you can believe the company will be there waving it in the consumer's face. If a company violates a contract they are let off the hook all too often. I believe you will win any lawsuit. I wish you the best! Go get em!

I have proof that it was faxed over in a timely manner, I have all the names of the people and managers that told me that I was approved before the transition and the reps name with Santander the same day of the transition that confirmed to my husband we were approved.
It was a week later that everything changed and new reps said to my husband and I that Citifinancial Auto rules no longer applies and that there was no one I could talk to that would help us - that they could not transfer me to anyone not even a manager. They want the late payments all caught up now.
I agree, they don't have to do anything to help. No need for them to keep any of their words.
They haven't kept their "verbal" word since the day I got my loan with Citifinancial Auto, and Santander is not any better - just far worse.
A refinance will not work for me either because of what they have me down as owed compared to what the car is worth, I have not been able to get a loan.
Plus, they put on my credit that I have been late. And the only reason I was late because they told me I had to be. What a mess!
And for those who wonder why I have a loan when I can not afford it...I could afford it a lot easier before the bail out and I can still afford it as long as I do not go to the doctor or by my meds. Unfortunately I am one of those people that lost their jobs because of the mess companies like Citifinancial had put us in and am now a one income household.
Trying to find another job, but my health conditions have limited my ability. Such as life, eh?
I will be one of the many joining the class action against them. They should be held liable to keeping their words like any fair business practice. And Santander should stand by their motto that they so much liked reciting to me:
We here at Santander keep our promise and we expect the same from our customers".
Yeah, mmmkkk.

Aggrivated83- i understand your frustration! They are not a customer friendly company in the least. They are very disorganizrd and their customer service is largely non existant. Legally they do not have to send you a statement as the contract does not specify that. However not sending statements to your customers is about as bad as you can get customer service wise. That being said, you are either mistaken, outright lying, or embellishing for effect when you talk about Santander not sending you a statement for three months. That is simply not true. You posted this on 9-24, and Santander bought Citi on 9-6...since Santander hasnt ownes Citi for three months its not possible for them to have missed three months...although Citi Auto might have.

Auntie M- I know of someone that works there and they are completely confused. Apparently upper management tells them nothing and things change from day to day. Their employees are apparently paid pretty poorly as well, which I am sure doesnt help matters. Your modification issue is intriguing...but be sure you have your ducks in a row before going to an attorney. Unless you have a signed copy, proof that Citi/Santander received the proper paperwork on time, and confirmation that Citi executed the modification, a trip to an attorney will just cost you a ton of money and will net you nothing in the end. Santander doesnt have to honor a modification or settlement that was only approved or proposed by Citi but not actually executed. Not honoring the proposal is bad business however, and if you dont have the proof, id stick to complaining to BBB about how poorly they treat the consumer, and then try and refinance with another company or pay off the loan asap so these buffoons make as little money on this loan as possible.

Yep, no word that we were going to be switched over. And all the reps do not know what is going on - or at least they all are liars which I have caught several of them doing. Still the same workers there with some new ones. They make it sound like they are not the same people and have no idea what is going on. Liars! Bunch or run arounds so your interest rate and amount of car pay off is more, then they charge you late fees when they tell you to be late so you qualify for help. Very crooked!
We were approved for a loan modification right before the switch over. Now Santander won't recognize anything that Citifinancial had going on with their customers and won't honor our loan modification. Horrible horrible company! I've read elsewhere that others are having the same problem with lies and payments goof ups, loan modifications that were approved and then taken back when Santander took over. Stay away from these people! I plan on reporting them to the BBB and contacting my attorney.

PLEASE PLEASE PLEASE FILE A COMPLAINT WITH FTC SO THAT SANTANDER CONSUMER USA CAN BE HELD ACCOUNTABLE FOR THEIR ACTIONS GO TO: https://www.ftccomplaintassistant.gov AND FILE YOUR COMPLAINT ASAP, IT ONLY TAKES 5 MINUTES THANK YOU!

There is a class action lawsuit in process by a lawyer Gary Green, Little Rock, AR.

You might want to check this out AND if you chase Santanders name you will find out the penalty they received for being friends with Bernie Madoff.
Santander can't find anyone to do repos in my area...I guess the repo people like being paid and Santander picks up vehicles 3 days after repo, even if you have the money you won't get the car back.
Side note...anything that is in the repoed auto is STILL YOURS and this is made plain by the Federal Government and 50 States as well as DC.
The finance company has NO RIGHTS to your property. Some states allow a reasonable fee, mostly $50.00, but Santander is known to throw out everything in repos.

I get multiple calls from Santander daily. The problem I have with them is that I turned in my
vehicle when I could not make the payments, I assume they sold the vehicle and got something for it. They keep calling at all times of day using different fake phone numbers, or "unknown" numbers. They want to collect all of the loan amount. I have not talked to them all of this time. I thought I had a good working relationship with Citi Financial until Santander took over.

www.debtorboards.com
check out SBA.gov
dont trust them, Santander, they are a muscle type collection agency.
I recommend debtorboards.com they have helped me extensively.
Remember onr thing...Collection Agencies DO NOT like going to court It cuts into their profit.

Good Luck

Tooz - They have every right to call you but they do not have the right to call you and bully you, tell you off, leave threatening messages, call you liars and treat youlike garbage. Their customer service is appalling! I did Customer service 8 years. This is not how you do business!

Frustrated Ortiz's - what probably happened ia a mixup in the account nunbers. What you see on your statement or what is discussed on the phone is often a "short" account number, which is a truncated account number used for convienience so that the rep can quickly access an account or so the customer can more easily remember it. This account number is usually all you need for everything associated with the account. Sometimes there is also a "long"'account number as well however which you may not be aware of. These long account numbers are usually utlized by an accounting group. Since payments are done through accounting in many cases, this may present cash application problems. In your case, the 11 digit number may be the short account number and the 17 digit account number may be the accounting version. For example, the long acct number may be [protected], but may he shortened to [protected]. This could cause a problem when they apply payments as the accounting system may not recognize what you referenced, hence whn western union tries to send the payment, it gets rejected. To remedy just call santander and getnthe full 17 digit number and it should work great. Santander reps are calling you because the payment isnt posted and thus your account is technically past due. I have a feeling the nonchalant rep that wanted your bank info likely is very underpaid by collectiom standards and probably derives a portion of their income via incentive pay. Not an excuse for poor customer service though. Nowhere in the contract does it state that you have to pay by giving your bank info over the phone...so no matter what the rep says you are right and totally justifed not giving out the data if youre not comfortable doing so. The rep was obviously trying to get credit for the payment before his cycle closed. If you had paid over the phone, chances are you would have avoided a late charge and kept your account current, although the rep could have given you the full santander account number and your husband could have ran to western union and made the payment just the same. In any case, the rep behaved badly. As for your credit, unless you are two payments behind you will be ok...finance companies dont report if youre only a few days behind...but they will report at 30 days past due when youre officially behind two payments and due for three. Its just not economically feasible for a finance company to report to the credit bureaus for every minor delinquency they encounter. Finally, i have to say I do not see any evidence of harassment here. Santander has every right to call you regarding the loan, particularly if its past due. With the economy the way it is its not surprising a finance company would be proactive.

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Lilliefae - usually I read these complant boards and laugh at the absurdity and idiocy of the people writing them...usually the complaints are stupid and baseless. Reading your complaint however is a bit refreshing...you have a VERY valid point. I know a person that works there and fron what they said the place is a mess. Citifinancial auto reps were hired at santander, given a crash course for training, and told to get busy on a system they barely know. Apparently the managers that were brought over from citi are equally in the dark. Chances are the reason you cant get an answer on the web payments are because the reps themselves dont know, and no one cares to tell them. Ive also heard they had take a HUGE paycut to avoid being laid off...and that a small incentive is paid to top collectors. Since that small incentive may be the difference between turkey and balogna for these guys, its not surprising that ive heard so much about jow bad they are. Santander obviously doesnt care for their customers, and thinks so little of their customers that they sabotage the customer service process by being unreasonably inflexible and cheap. If i were you i would try to refinance through another lender asap or see if you can trade your vehicle in to pay off the loan so that these jerks dont make a dime off of you whom they seem to care so little for. One other thing, id write a full on letter to their upper management...so they know their approach is flawed. Or, give another call but this time ask for a manager, and then ask for the managers manager and so on until you get to someone thats really in charge!

Unfortunately Citifinancial gave me no choice but to deal with this horrible Santander. Utterly pissed off.

The last payment on my Car should have been November 2011. I was told that I still owed an additional $2, 111.98. They sent me print- outs with additional fees that were never on any of the other 4 cars I had purchased in the past. Granted, I had to pay an additional $300 or less for late fees but the amount and charges they sent me were unbelievable. Santander USA charges me for System Allocation Drive Collector-ACH, Miscellaneous fee payment-ACH, Late Charge Assessment System Generated Transaction (I would add the late fee when a payment was late), System Allocation Lock Box Payment, Interest Payment and another late charge, Converted Regular Payment, etc. Sometimes the payment was reduced over $100 because of what they deducted from my payments.
Santander would send me a notice of the amount due but never sent any information that I had additional fees. Santander purchased my loan from HSBC. This was a common practice But I never expected a Santander USA to exploit a consumer’s need for a product.

Houston’s first Extreme Makeover: Home Edition Family’s paid off family van was stolen by Santander USA on Wednesday, March 23rd 2011.
Santander USA refused to send clear title to the Johnson’s after they made their final payment in late 2010. Santander USA wrongfully charged the Johnson’s an additional $2800 in interest for late payments during the finance companies’ so called “Ike Relief” program. Instead of waiving the payments as the consultant told Mr. Johnson, the father, the company deferred the payments instead. Mr. Johnson discovered this when his loan matured in March of 2010.
In an effort to maintain his credit rating, Mr. Johnson paid the additional deferments, which were a total of 6 extra payments. In October, the balance was paid in full. “Not so fast”, says Santander USA. The harassing calls began in December for the imaginary $2800. Mr. Johnson made a request for his pay history to be mailed to him twice since he, mysteriously, could no longer access it from the online account. This prompted Mr. Johnson to investigate the company.
Mr. Johnson’s investigation turned up class action lawsuit after lawsuit. It’s reported that this same bank is no Robin Hood! Just the opposite, Santander USA makes a habit of taking from the poor and giving to the rich to the likes of Bernie Madoff! It seems Santander USA is attempting to recoup the losses from its payoff to the Madoff victims.

My Dad is 90 years old and Santander has been charging him late fee's when he is never late with his payments. When he tries to talk to them they won't explain why the late fee's are being charged. They also are saying he still owes money when his loan should have been paid off months ago. He asked them for his statements and they informed him that they don't send them anymore. I will be reporting them to the FTC.

This is amazing to see that this company is still in business as a professional debt collector I pride myself on "I don't need the money bad enough for you to pay something you don't owe." This company bought my loan with a 48 month loan term I started receiving letters stating that I now have a 54 month term and I cannot figure out why I called and argued that this is ridicoulous only to be called a liar I asked them to forward me a copy of a signed contract with them showing I agreed to their terms I have never received this the vehicle was repoed which I paid the charges up to date two motnhs later I get a bill for the repo fee plus the money that was "deliquient" I was told at the spot where I picked up my vehicle that they get a ton of vehicles from this company and that most have the same issue they paid and were not credited so the vehicle gets repoed. They even offered to let me stick around for about an hour and bet that at least six more like me would come in.

I had purchased a 2008 Ford F-150 and had made every payment until I lost my job in March 2010. I still managed April, May, and June payments on time. In July I arranged with CitiFinancial to skip a payment, and was told that once I had made three more payments, skipping another payment would be an available option. In August, Santander took over the account, and from that moment on my every dealing with them was adversarial, and they were consistently dishonest. I had managed two more payments, but the instant the third one was due they began calling me daily with repeated mechanized calls. As bad as these were, when I called them and talked to alleged human beings, they were far less warm than the machines. During one call when they were insisting that if the payment were not made that day they would repossess the vehicle, I demanded to talk to a supervisor. This man noted that payments had been made from my checking account in the past, but I told him there were not sufficient funds in the account to cover the check. He suggested that I authorize payment for some future date, but having been burned once by a post-dated check I refused this option. I said I saw no alternative but to voluntarily surrender the vehicle, and he suggested I let them know on Monday (this was a Friday) if this was what I was going to do. I called first thing Monday morning and told them to make arrangements to pick up the vehicle. Wednesday I still hadn't heard back, but a payment had mysteriously gone missing from my account, leaving a balance below zero. I called them numerous times insisting I hadn't authorized this, but all I would get was people who insisted I had authorized it. They noted they had it on tape and offered to play it for me. I pointed out that with editing, a tape could be made to sound any way they wanted it to. But despite this unauthorized seizure of funds, they immediately resumed harassing me for another payment, despite the fact that the last one had caused numerous overdrafts. I surrendered the vehicle, which bought us a couple of weeks without harassment. However, they proceeded to sell the truck "at auction" at a price that was $6000 under the book value for a vehicle in good condition, which this certainly was, not to mention that I had added a custom cap and running boards. And of course they began immediately harassing me for the difference between the ludicrous price they'd gotten for the vehicle and what was owed (although the book value was just about what was owed, not including the added extras). I wrote them a response and sent it certified mail, which they claimed they never got as they continued to harass me. (Mind you, I had just started back to work, and hadn't even gotten caught up on utility and rent payments.) I sent a second letter, registered this time, and though someone signed for it, no one I talked to knew anything about it, and they continue to demand payment of an amount that is, at the moment, approximately 20X the sum actually in my checking account. I was out of work nearly a year, and am the sole support for a family of three, and we owe over $20, 000 in medical bills. I cannot file for bankruptcy because I did that the last time we had medical bills way beyond our ability to pay.

In short, while I am no stranger to financial difficulties nor to persistent creditors, I can honestly say that Santander is the most dishonest, cold, and corrupt agency I have ever had the displeasure of dealing with. I have initiated formal complaints, and although I am generally cynical about the likely effects of such complaints, I am literally shocked to see how many other people have had similar complaints or worse! My experience is clearly far from unique, which strongly suggests to me that this was not an isolated instance of bad service, but rather represents an intentional and malicious pattern by these low-lifes.

My HSBC Auto Loan was purchased by Santander Consumer USA last year. I am not able to process at payment online. I can't even log in to their website. After being looped into an endless call loop for customer service, I dialed another number on my bill relating to "if you have file bankrupcy?" I was able to actually speak to a customer service representative. She was friendly but did tell me that the website was not working properly. I figured this was a temporary problem but now it is the next month and guess what? The website is still not working properly and I am once again trying to call the company to process a payment. I believe they do this so they can charge the extra service fee for telephone payments. Next month, I will mail the payment. I wonder how that will work out. I never had any trouble with HSBC. I am sad that I didn't have a choice when Santander bought my loan.
I would set up an automatic draft but once again, that requires a phone call to their terrible, terrible telephone system. It is impossible to get in touch with these people. I bet if I were late with the payment, they would be ringing MY phone several times a day!

They constantly call me at work and harrass me even when they do dont debit my account. They call when I am only 2 days late which is there fault. They need to be shut down or fined for harrassing people..

So, here's my story. I just found out that if my payment is not made ontime, by the due date, they will charge 10$ a day until they receive payment. After the 10 days, they tack on the late fee but continue to charge the additional fee per day. I realize I signed this contract and should be able to make the payments; however, things this year are a little different. I have also spoken with one rep who said I could defer this months payment, so I called back to have them do the deferral and was told that they were not doing that anymore. Does anyone know if it is legal for them to charge the additional 10$ per day fee. They say they are following the guide lines of my original paperwork with CitiFinancial but I have NEVER been charged this additional fee before. Also, out of the last 3 payments of 2100$, only 800$ of it has been applied to the principle. I am waiting to get in touch with my local ATG as they do not open for 30 min to see if it is legal and what can be done. I will also do as commented before and contact the FTC. Thanks everyone, hope everything works out well for you and we can get these people to follow the rules and do things right, or shut them down so they cannot screw over people anymore!

I have a 2003 Ford F-150 that I signed a loan agreement on with First Essex Bank in April 2003 for an 84 month loan. Since then, the loan was sold off to Sovereign Bank, then to Santander. The loan was due to mature March 2010, but extended to May 2010 due to 2 separate deferments. Well, come May 2010, expecting the loan to be paid off, Santander claimed there to still be principle balance remaining. I then paid a June and a July payment ! ... Santander still insisted that there was STILL proncile remaining. So I began to question each rep that made the collection call..."what is my prnciple remaining: each one gave me a different figure than the other. I then requested full payment history since origination of the loan be sent to me, along with a copy of my original signed agreement with the original creditor. I asked this for two months, verbally... and never got it sent to me until I finally sent a certified letter to request this in writing.
Upon receiving it, I discover that they are missing the entire payment history from the original creditor and only have information from Sovereign Bank to Santander... nothing from the first 11 months of payments to First Essex Bank. This payment history has 73 payments on it... adding in the 11 missing, that bring me to 84 payments made... satisfying the loan terms... as well as some of these 84 payments were MORE than the monthly installment. SO by these calculations, I have overpaid this loan by about 1K.
I called Santander on this, they argue and insist that I still owe them 900+ dollars but cannot support why. I finally get a supervisor that said they would have accounting look at this and get back to me, then the supervisor hung up... hung up in mid sentence. I called back and their lines were closed... got a message saying the offices were closed. I heard NOTHING since then. Until today... when a repo guy shows up to my house for the truck. I was not homw, so they dont recover the car. The rocovery guy tells my wife that he can tell that this repo is not on the up and up and that it seems that this has to be a mistake.
I called the NH state atty Generals office, who can do anything, and says I can file a complaint ( which I do). I also filed a complaint with the FTC today as well.
I finally got to speak with the Presidents office today at Santander and they called off the repo pending investigation. THe Woman at the Presidents office stated that she brought this to her boss who said that he could make sense of this either.
They are clearly wrong, the record keeping passed over from Bank to Bank is inaccurate and this loan is PAID OFF .
Help... suggestions ?

Absolutely ridiculous! I'm experiencing some of the problems that others have mentioned, including the inability to log in to my online account, despite the fact that the system says an account with my email address and loan number already exists. When I try to retrieve the password (even though I NEVER set up the online account), I get blank boxes asking for my answer to a security question that is also blank. I managed to MAIL a payment (they might as well have suggested I send it by pterodactyl), after which I should have 1.5 payments left. I dread to think how the loan completion will go... an unexplained fee here and there. I'm almost tempted to trade in the vehicle and let the dealership deal with these folks.

Since my car loan was sold to Santander from Citifinancial paying my notes have been a
nightmare. The customer service is the worst that I have ever had, I have setup auto draft
a few times and for whatever reason they still can't get it right. I am refinancing ASAP!

Summer of 2005 I purchased a Travel Trailer that was finance via Thor Credit Cooperation.Since the purchase the contract has been purchased by 4 seperate Finace Co.Currently Santander has the contract.I sent double pyments for more than one yr.Then in Nov.2011 I was informed by one of their numerous collection staff that since the Travel Trailer was listed on my bankruptcy filed in 2007I cannot ever be contacted by them for pym.This angered me that I never receive any payment coupons;book nor receipt of pym.Thus I stopped sending any money after I was given this information in Nov.I only wanted either pym. coupon each month or a [pyment book so when I sent pym. to this crooked co I could feel as though my pym. was not going down a rat hole in Tex. I sent them three letters none of which were ever answered.What occurred is suddenly in May the co staff began calling my cell phone 1-15 times a day using all sorts of phone #'s to mislead me into answering.When I demanded they stop calling my cell phone and send the documents I requested they contacted a repo.Man to come for my trailer which is my primary residence.I then money geramed them $1120.04 which they used $522.00 for interest charges.Since all this transpired I have received all the paperwork I requested for an entire month.Don't finance anything with any co that informs you when questioned they are known for selling contracts to this company

My health has bottomed out the last 6 months. Additionally, I have went through the most horrifying identity theft. (and I am a Certified Public Accountant). I too was told that my account would have to reath at least 30 days delinquent before I could get any type of deferrments on my loan payments. I have always paid on time up until this point. I prepare the taxes for 2 of the employees with Santander. They said I would never get a deferrment, they also have a large turn over in the Dallas/Fort Worth area. Even with me having all my recent nightmares including getting colon cancer, I myself have been treated rudely, no compassion, they call my home and cell number at lease 8 times a day. I was tricked into making a partial payment last month in order for one of their employees to set up my deferrment but, because she ran the money first within 2 seconds I no longer qualified. They also have put late fees on my account even though I have always paid on time (except for getting sick and I.D. theft). Santander is for people that do not have top grade A credit and they take advantage of us to the and, as if we can afford to hire an attorney and fight them. This is bad business and I would never treat or do anything that they are doing to my clients. I would rather buy a $500.00 car! Is there really a class action law suit and/or how can I contact them?

Lisa at e-mail lrhenson3421@att.net or cell [protected]

I Cant stand this company.. I should have never purchased my car through this company. I called an asked the customer service lady about how they determine how much money goes to principal and how much goes to interest.. Well the lady sat on the phone arguing with me telling me "well first you need to tell me why you were two days late making your payment" I was like what are you talking about, so what I was two days late making my car payment you have the payment that is all that matters.. So she refused to give me the information and I asked for a supervisor and she hung up on me. I called back and the same crap happen, I never can get an answer for anything I ask for with this company.. I advise everyone and anyone who is getting a loan not to use this company they are crooks and don't care about the people they lend to. I should have and will in the future do extensive research before I ever get another loan for a car or anything else for that matter.

PLEASE PLEASE PLEASE FILE A COMPLAINT WITH FTC SO THAT SANTANDER CONSUMER USA CAN BE HELD ACCOUNTABLE FOR THEIR ACTIONS GO TO: https://www.ftccomplaintassistant.gov AND FILE YOUR COMPLAINT ASAP, IT ONLY TAKES 5 MINUTES THANK YOU!

i cancelled a standing order with santander on 18th october 2010. santanders computers or staff failed to cancel it and it went out again on 4th november 2010. after much phone calls and BS, on 1st feb 2011, santanders final word is 'you have to get it off the people we paid it to'. the people it was paid to will not return it. santander are shysters and i am going to firebomb their shysty little shyster lairs until it kills me.

Shysters in Tx - youre crazy. They didnt do anything here. You sent in a money order, they didnt receive it, someone else took it and forged it and youve decided its Santanders fault? Wheres your proof? I love the "preys on people with compromised credit" line. Did someone put a gun to your head, take you to a dealership, pick out a car, and make you sign a contract to finance with then? No. Heres how it really happened. You dont pay your bills and no one will finance you except them. They charge higher interest because youre RISKY. Then when the bill comes due you decide not to pay it because you all of a sudden dont like the interest your paying...and how it's not "fair". Funny how it wasnt an issue back at the dealership huh. They call you to collect and all of a sudden its their fault because "they wouldn't work with me". Good luck on your lawsuit pal. Im sure it will be as open and shut as your credit report. Heres an idea...how about all of us with legit beefs with santander and their crappy customer service sue you for wasting our time with garbage like your "complaint". People blame big banks for the sad state of our economy...and they played a big part. But it takes two to tango, and we can also thank deadbeat dirtbags like you that bought a ton of stuff on credit that you couldnt afford and when it came time to pay up you ran and blamed the banks for taking advantage of you and blaming everyone else but yourself. Sadly, if these same banks that "took advantage of you" and granted you credit had denied it instead youd be screaming about how you were discriminated against and how "the little guy" can't get ahead. Guess what? I'm the little guy. I work my @ss off every day, make just enough to live and (actually) pay my bills. Just knowing the bite that Uncle Sam takes out of my paycheck probably ends up helping to bail out the mess deadbeats like you caused is infuriating. You make me sick. I hope you never get a line of credit again. Oh and by the way I'm sure your "lawsuit" will be a sure success.

OMG dealing with citi finacial was bad enough and these people sound worse!

PLEASE PLEASE PLEASE FILE A COMPLAINT WITH FTC SO THAT SANTANDER CONSUMER USA CAN BE HELD ACCOUNTABLE FOR THEIR ACTIONS GO TO: https://www.ftccomplaintassistant.gov AND FILE YOUR COMPLAINT ASAP, IT ONLY TAKES 5 MINUTES THANK YOU!

The fees are high, absolutely. However you agrees to this situation when you signed your contract. This is the price of bad credit. Regardless of why your credit is bad, you didn't pay your bills as agreed. This means companies are leery of loaning you money. Without these so called predatory lenders you wouldn't have a vehicle or a loan to complain about now would you? No one put a gun to your head and forced you to sign the contract...which means you were fine with the fee structure and costs. Take responsibility for your actions...and start by selling this vehicle asap and use the proceeds to pay off the loan ASAP. Only then can your credit start to heal.

Thank you for the website. I am definately filing a complaint. I paid off my car loan last month and they call my house, my cell phone and my business phone 5 or 6 times a day (each one consecutively) trying to collect my money. My credit score is lower because of them. Every time I speak with a rep, they have no idea about my account. They just keep telling me I owe them money. The ### owe me my title. And, their reps have hung up on me, or simply refuse to help and just say, " You owe us." THE WORST COMPANY I HAVE EVER DEALT WITH--EVER! And I refuse to ever use citibank or citifinancial ever again because they sold my loan to santander with only two payments left. Because of the transition, I missed a payment, and then my loan became mature. They repossed my car because I didn't make the final payment. They said they couldn't reach me. But they didn't have a problem stealing my car at 3am on a monday morning. I hate them.

PLEASE PLEASE PLEASE FILE A COMPLAINT WITH FTC SO THAT SANTANDER CONSUMER USA CAN BE HELD ACCOUNTABLE FOR THEIR ACTIONS GO TO: https://www.ftccomplaintassistant.gov AND FILE YOUR COMPLAINT ASAP, IT ONLY TAKES 5 MINUTES THANK YOU!