In February of 2010 Santander Consumer USA took over my loan with HSBC Auto Finance, as HSBC went out of business I think.
From the start we had problems with them not applying the payments received on time and adding the following months interest to the current balance.
I started sending the payments certified mail, so there would be no late fees as I did not trust the company.
Yesterday I've received my what should be last payment notice. On it I've noticed a $3.78 fee, not specified what for.
When I called customer service, the representative was not able to explain the fee. I asked to talk to the supervisor, which is almost impossible to achieve. Finally the supervisor came to the phone and told me the same thing; can't explain the fee- don't see it on my account and that's all.
Customer service at this place is absolutely horrible, not to mention that it is very hard to understand anyone as they speak very bad English. I was denied the supervisor's supervisor phone number, I was denied the Corporate phone number and all I got was the PO address in Texas to complaint in writing.
I was told to pay what's on the invoice, even if they could not explain the charge.
I was also told that next month I'll be receiving another bill for about $5, for what I don't know and they would not explain.
My loan should be completely satisfied after this months partial payment, I have all documentation to prove it, and per my original loan agreement my final payment should be $523.87. Santander states the balance is $532.67 and can not explain the additional charges. I've never in the duration of the whole loan with HSBC been late /72 months/ or missed a payment.
I did pay the $3.78 fee, and I'll pay next month's $5 bill, as I don't want to compromise my credit, but I'll file complaints against this company and get to the bottom of their fees they're unable to explain.
If they charge every single client an extra 8-10 dollars, that's lots of money.
Dealing with this company, who is trying to hide and deny the fact that they are a collection agency was one of the most unpleasant experiences ever. It was not by my doing to end up with a collection agency, and I feel so bad for people who have to deal with them for long time.
It is for me not the $8 they trying to get from me with no explanation or reason, but the principal, and companies like this have to be stopped from overcharging people, adding on fees for nothing and poor customer service.
I'll be looking for other ways to get to the bottom of the fee charges, and do something about it.
Denial of phone number to the supervisor's or corporate office will not protect Santander from complaints, it will just ignite it.

I am so sick of talking to customer service representatives that I cannot understand, and they cannot understand me. I was just on the phone with Santander's customer service and apparently it was time for them to close. My phone call was cut off! How tacky is that? When I called back an automated message said that the call center was closed for the day. Gee, thanks. The whole reason I called was because their online account access has NEVER worked, and I needed assistance to make some account changes. I am very displeased that Santander is in charge of my loan now, I never had problems like this with HSBC.

I would not reccomend this company to anyone! If a dealership offers this to people that have fair-poor credit DONT use it! We had 3 occasions were they cashed checks and then NEVER posted them to the account all 3 times I had to fax in copies of the cashed checks and threaten them with an attorney to do anything! Very poor customer service!! Then when I traded the vehicle in they sent my overpayment to the dealership that we bought our different vehicle through! That dealership had never heard of any company doing that before!

This business has proven to me that they are scamers, liers and they steal money. we traded our truck off, santander has told me that the dealership has not sent the payoff check, then it was we will post to your account today the 13th of aug, then it was we lost the check then it was it was posted to the wrong account and now dealership must send copy of cashed check front and back or they will not get the title to the trade in and we will still owe lots of money. I have talked to some flake everyday and email everyday. I cannot believe Gov. Perry has allowed this to go on. I think he is a great man. Gov Perry please help these people. AND SHAME ON HSBC, IN SHORT YOU SUCK!

Santander took over for Drive Financial who originally had my car loan. Drive Financial was bad enough but Santander calls me one day after a payment is due to ask when my payment is going to be made. They call on average of 14 times a day. They call on two lines at work and my cell phone. If I wasn't the one answering the phone at work, I would be in a lot of trouble for getting that many calls.

They also have increased the balance on the account even when the payments were on time. The balance on the statement does not reflect nearly as many payments as I have actually made. When I inquired as to why, customer service told me I would be able to get a print out of all transactions on the account. I requested it three times. I have NEVER received one report. I believe they are overcharging interest and adding fees that are not legal, but I can't prove it without their breakdown.

These people MUSt be stopped. they break all the rules and get away with it!!