Santander Consumer USA
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Category: Automotive
Contact Information
Connecticut, United States
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Santander Consumer USA Reviews
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Malenkaya
October 18, 2010
Fees
My husband and I are one of the unfortunate who had an auto loan with CitiFinancial Auto that has recently be bought out by Santander Consumer USA. I have read several complaints on here, so decided to add our current situation.
Unlike several others, who said they didn't know about it until after the fact, CitiFinancial sent us a letter in the mail informing us of the change, that came the same day we got our first statement from Santander. After checking their website, I was irritated to discover the only way to pay them without incurring a fee (and being sure the payment was posted on time) was to enroll in their auto pay. I don't generally have an issue with that (we have other bills set up that way) but was still annoyed that we didn't seem to have options.
At any rate, I enrolled in the auto pay, first payment went out 9/18, the day it was due. A few days later it cleared our checking account so I didn't give it a second thought. A few days ago I received the next statement which said we owe the regular payment plus a $25 fee. What was that for?
I logged into our account and saw next to last month's payment "return - frozen". I double checked our bank account through their website and saw they cleared the payment on the 20th. Since the 18th was a Saturday, that made sense to me. So I decided to get online with their chat. This is the conversation that took place:
Please wait for an agent to respond.
You are now chatting with 'Gino' In order to assist you today, please verify your First and Last Name.
you: Hi, My name is **** ******
Gino: Thank you, how can I help you today?
you: The account is under my husband ******
you: I have a question - what does it mean when it says "return - frozen" next to last month's payment?
Gino: You will need to call your bank regarding that
you: it cleared my bank, what i'm looking for is whether or not Santander has acknowledged receiving the payment.
Gino: Last payment received was on 09/18
you: right
you: and next to it it says "return - frozen" and this month it says we owe an extra $25. What would that be for?
Gino: it was an nsf, you need to call your bank
you: it was NOT an NSF. It cleared the bank first try on the 20th. I'm looking at my bank statement online right now.
Gino: ACH and Check payments are automatically resubmitted up to two additional times if funds are initially unavailable.
Gino: Please do not attempt to replace a payment unless you have verified that the resubmission process is complete.
Gino: Goodbye. Thank you for chatting with us. We value your feedback. Please click the Close button at top right to answer a few questions about your experience with us today. To ensure Santander Consumer USA has accurate contact information please update your home address, home, work and cell phone numbers on the My Account home page before logging out.
Chat session has been terminated by the site agent.
The last 3 responses from "Gino" came almost all at once (cut and paste) and then "Chat session has been terminated by the site agent" appeared immediately below it. He basically disconnected before I could read what he had said, in order to be sure I couldn't ask any further questions. How's that for service?
So I double check with my bank, just to be 100% sure. We have never had an NSF fee on this account. Surely the bank (which is actually a credit union) would have notified us of a problem? I spoke with someone from the bank and she looked it all over and assured me they only tried to process once and it had been approved and cleared with no issues.
So I get on the phone now with Santander. I get a lady on the line who calls herself "LaToya." I'm sorry, if you're not a Jackson I'm having a hard time believing this. And she sounded like she was Indian, which I have no problem with as I have several Indian friends, but I'm pretty sure none of them are named LaToya. But whatever.
I ask her what the fee is for, and like "Gino" she tells me it's an NSF because the bank turned down the payment when they tried to process it. I assured her I had already spoken with the bank and they told me that was not the case. I asked how we resolve the issue and she put me on hold, came back with a fax number to send to the attention of the "ASU department."
I sent them a cover letter stating the entire situation, a copy of the statement the bank sent as well as a page from our bank's onine banking with some notes added.
I would normally find this to be an irritating situation to have to deal with, but not the end of the world. But after all the horror stories I have read online (on this site and elsewhere) since this morning I'm afraid it might be the beginning of a nightmare with these people. I was told they will not take the $25 fee in addition to the regular payment we signed up for because the auto pay was approved for the monthly payment amount only, but I don't really trust that. I'm somewhat sure I'll see the amount taken out in a few days to include the extra $25 as our statement shows that as the amount due this month. But of course I don't know.
My biggest problem though is worrying about the future. The mature date on the loan is next June. When Santander took over the loan it was current but we had deferred payments in the past with CitiFinancial, who assured us they would work with us to keep a balloon payment from being due at the end, stretching out the loan to let us continue to make regular payments until it's paid off. I get the feeling come next June Santander is going to want the balance, no exceptions, to the tune of a couple thousand dollars we won't have.
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Feduptothemax
October 15, 2010
Billing and Website Issues
I have a problem with accessing the website seems like every month whenever I need to make a payment. You enter your user name and password hundreds of times and nothing. I know that what I'm entering is correct. It doesn't tell you that it's not, that the combination is incorrect, try back later or anything. They also don't give you the option to cancel a scheduled payment like most other companies. I needed to re date a payment that wasn't even due yet and was told by a supervisor that it had already been processed so they couldn't help. There was no way that the payment couldn't have been processed that quick and for several days out. This is a very deceptive company.
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J, WHITE
October 14, 2010
Missing carpayment Illegal Practices and Harrassment
Auto loan from Citi fin. Auto taken over by Santander Com. USA . I wast 2 days late with payment (August).
They are saying payment was never sent. But statments from Bank shows that payment was taken out of account. Payment was stolen?
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Cole H
October 7, 2010
Double billed - no refund so far
Santander Consumer USA recently took over loans/payments for CitiFinancial Auto who my original loan was through. Upon being notified by CitiFinancial about this change, I contacted Santander Consumer USA to get some more information. Specifically I asked them if my current payment arrangements with CitiFinancial would remain in place. That is, the automatic monthly draft that I had setup with CitiFinancial. The representative from Santander told me that no, the payments would not automatically carry over to them and that I needed to setup a one time payment for September and then schedule future auto drafts through the Santander website. When the time came for my payment to be made, I discovered that my previous payment arrangement with CitiFinancial was still in tact and had been transferred to Santander. So, Santander auto drafted my bank account (they said they wouldn't, which is why I needed to schedule a one time payment). So basically I have been charged twice. That's just shy of $400 missing from my checking account that they had no business taking out. Money that I need for things like gas and groceries. When I originally called, I was told that I needed to fax them a copy of my bank statement to "prove that I was overcharged'. First of all, why the hell do I need to "prove" it? Shouldn't they have records that show that they received two payments from me? I cannot believe they have the nerve to request personal, private documents from me because of their screw up. I am still waiting on the money to show back up in my account. I cannot believe the complete and total lack of consideration for the effect this has on me financially. $400 might not be a lot of money to be missing for some people but it is for me.
One positive note. I called them back after the first rep told me I needed to fax my bank statements. I was hoping for a different rep that would be willing to be a little more proactive. I ended up with a very nice lady who, upon placing me on hold, contacted their accounting department. She was able to verify with them that they did in fact receive two payments last month from me. She promised that the money would be refunded as soon as possible. I am hoping to receive it in the next 24-48 hours. I will follow up on this to let everyone know the result.
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Santander is a Ripoff
September 30, 2010
Western Union fee
I attempted to pay my montly loan on Santander's website as I have been doing for months since it was sold to them by HSBC. They now want to charge a $5 Western Union fee. When I called customer service I was told this was a new fee. No explanation or details. I was then asked if ther was anything else they could help with and I said "you didn't help at all" and the customer service rep hung up. I find it amusing to some extent that the company is Santander Consumer USA but you can never get an English speaking American on the phone. What a joke. I will have my loan refinanced. I wasn't even notifed that there would be a fee assessed. Can they do this? Doesn't that change the loan agreement?
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lbgrrl
September 28, 2010
Deceptive practices
I have a car loan that was with Citi Auto Financial until Sept 2010 (since 2/2008). I received no notification that my loan was sold, but it was--to the unscrupulous Santander Consumer USA "bank". Actually, they are loan sharks of the worst kind--just do a Google search of "Santander complaints". I did not find out the loan had been sold until I got about a dozen calls from some "collection agency" identifying themselves as Santander--not knowing who they were and not owing a collection agency anything, I ignored them. When I went to pay my loan at the usual time, I was shocked to find the Citi auto website down and a link to this Santander outfit. I received NOTHING in the mail from either party--is that legal? Well, I tried to make my payment by phone and for THREE DAYS was unable to as the systems kept rejecting my credit card (Wells Fargo) as "invalid". Finally today I get a human on the phone, who has the same difficulty. I am stressed out, because my payment is now on the 30th day and could be reported as late to the credit bureaus. I have NEVER been over 30 days late on this car payment in the nearly three years I have had this loan. She switches me to a supervisor, who told me that they would do nothing about this, even though the system problem is THEIR fault. She snottily said that I should have sent them a check--which would have been a bit of a challenge, since I DIDNT EVEN KNOW THEY HAD MY LOAN! (BTW, Wells Fargo, the issuer of my card stated that the "problem" might be due to a high incidence of suspicious activity on the part of the submitting party--Santander--and that Wells Fargo may be turning down requests for money from them due to that). Finally, they were able to process this one payment, but I am rightly concerned about two things: 1) my credit being dinged for a payment that I tried for three days to make and 2) why I have no information about this outfit, where they are located or who they are. Is it not their responsibility and that of Citi's to notify me of this sale? They claim they did, but I got nothing from them and when I look at other comments on the internet, apparently no one else did either.
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Justice2012
September 28, 2010
Late Fees
I have been dealing with this company for about three years now and will be glad when 2012 arrives. This company is very unprofessional and a scam indeed. In my experience, they will cash my money order and wait until after the due date to apply it to my account. I have incurred hundreds of dollars just in late fees. Even after I went through all the trouble to fax them a copy of the money order showing it was cashed, they still charged me late fees. I mean here I am thinking that the money order has been stolen when in reality they had it the whole time!!! That burns me up so much that Im going to law school for all of us if something doesnt get done about it in the next 2 years. I am determined to get justice on these people and the uneducated representatives who deliberately decieve us consumers just to make about 8-10 dollars an hour. I wonder how long they will have on umemployment once I demolish their jobs. I mean this is crazy what you have to put up with, if I wouldve read these complaints first my daughter wouldve waited until she had her own credit score before getting this car.
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R. Diffenderfer
September 27, 2010
Questionable Practicies
We have had 2 car loans with CitiFinancial for several years. Recently they sold the loan or turned management of the loan over to Santander USA. Our loans were always automatic deductions from our checking account. We did not receive notice of the change until September 11th. The letter said they would contact us on continuing the automatic deduction process . On September 16th we were called from their Collections department demanding to know the plate numbers on our cars and the address where the cars were kept. They also demand personal information such as SS numbers and bank routing numbers which we refused to give. Our payments were current and next payment due was Sept17th. Meanwhile we paid off the one car and they immediately deducted another payment for the loan we had paid in full. This was unauthorized as we had only entered into an agreement with CitiFinancial for automatic deductions and never agreed to with Santander USA. On September 27th we received a noticed that our payment for September 20th that was automatically deducted was over due and the late charges would be an additional $43.48. This company is in no way a reputable company and if you find that any loans have been turned over to them for management, you should find another bank as quickly as possible to refinance your loan. We have put a stop payment on any future deductions for the car that has been paid off and are in the process of finding another way to finance the remaining car. We have sent our complaint to CitiFinancial, State Attorney General of Texas, State Attorney General of New York and to the Honorable Charles Schumer by certified regular US Postal Service.
Robert Diffenderfer
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gaetano scarpa
September 23, 2010
misled by company
i had a auto loan with citi financial auto i got a letter an sept 6 2010 saying that the company has changed there name to santander consumer usa but my loan wasnot sold to this company i was in agreement with citi auto that if i n=made 28 payments that i did they would modify the loan to a payment that i could afford well santander con sumer usa says they need two more payments that citi said that they needed 28 well this loan is only serviced by santander consumer usa so they tell me that citi has no power in this matter well if citi still ownes the loan and santander is only a third party vendor thats works for citi they should honor the agreement that i had with citi i have been out off work for 1 year and a half and my wife is handling the loan barely santander is a shady company all beware of this company they are just like citi financial auto do not get a loan with both companys you will be sorry thank you
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frustrated ortiz's
September 17, 2010
Harassing calls, late fees
I feel everyones frustration! Ever since they have taken over our payments have been late. But its not our fault! We having been making our payments for three yrs through western union. Our first incident occured when they called my husband saying they had not recieved our payment a few months ago. We had to call western union and they said that it was sent to the wrong acct. so i called santander and they said they needed to send a confirmation or a request for change letter to the manager. That took 2 weeks to fix. Our payments are due on the 12th of each month. We will get a phone call each day after the 12 if our payment is not made, and thats because when they call the first day we tell them it will be a few days late. Well for the month of September i went to go make my payment at our HEB through western union. It wouldnt take it because i needed to put the full 17 acct. number but our acct. number is only 11 digits long. Meanwhile we still are getting calls and thats because we told them what was going on. So i went to another store trying to pay it through western union and they said it was saying they had no records with our acct number when she tried to send the payment through. My husband recieved a phone call that we were late he told them again we were trying to make the payment but it wouldnt go through. Instead of the man being worried about why and what the real problem was, he wanted our bank information. He told my husband he had one day to get the money in the bank and call him back with our acct number and routing number. He was very eager on the phone to have our banking information. My husband told me to put the money in our acct the next day. I told him no! We have always payed through western union and we were not changing it. It did not seem right. So they called us tonight...my husband told him we were not paying through our checking acct. and guess what... he hung up on my husband. Realizing this wasnt the number we usually call. He called the number that comes on our statement and the lady tells him not to enter our whole acct only partial. if this doesnt work tomorrow i dont know what else to do. They are not getting our bank info! Meanwhile im just curious if this is reflecting on our credit!
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