Like many of the other complaints my loan was passed from Citifinancial Auto to Santander and immediately there were problems. For 40 something payments with Citifi Auto no problems, then these unprofessional people get it and immediately i have problems and extra fees. First they were taking two payments out of my account then one month they took three, I stopped having money in the account and started using another and havent paid them for two months. I got a call saying i owed a past due amount for three months. They included March 2011 payment in the past due! WTF! its the begining of FEB how can I be past due an amount for a month that hasnt happened yet! I hate this company and will be refinancing immediately

I contacted Santander repeatedly to find out why my payments were applied to interest. The told me that they could not tell me the amount of interest i owed then told me to call in. When i called in the person said i didn't owe back interest. Then I sent extra in to pay down my principal and it was all applied to interest. I called them 4 times to discuss this issue no help. I am escalating my issue.

Charging for Stop Payment Check that Santander loss and try to process the check after they were notified that the check was void. @ 2 weeks later.

We unfortunately have 2 loans with Santander. 1 was from Triad the other from CitiFinancial. Their Customer Service reps are rude, nasty, abusive and I have never called twice and received the same answer. Even on their policy.
PS here is the kicker to the story if you decide to hang in to the end. (It's a long one but worth it) When I went to make the money gram payment, the women behind the counter said "Santander? I hate those people! I feel sorry for you." to which the lady behind me online said "Santander? That company is a joke! I never can get a straight answer from those people. and they are so rude." This amusing conversation about how their reputations preceeds them went on for 20 minutes. but i digress, here's my story.


Here are some of the BS lies I have been told by this company.
1. They are not allowed to give out or send you your new Acct number. You have to call and make payments. --3 calls later, I found out this is untrue and illegal. I now have my acocunt number.
2. There is no place to pay the account, you have to call and make the payment. --Recently found out this is just so the rep can get credit and get their commission. 2 months later I found out that yes. You can go and send your payment via money gram at WalMart. We had bill pay with CitiFinancial. Now, apparantly they do not take debit or checks Moneygram is the only way to pay. (what?!) 1 week ago I found out that this is also a lie. They block out your ability to pay with check or debit card so you have to call and give the reps credit. After calling back, the rep said, we do accept moneygram long story short, we pay with money gram. Does all this not sound like it is making sense? We live it and it doesn't make sense to us either.
3. Even if you are paid up, Santander has the right to repossess your car if Management sees fit. --Seriously? How does that work?
4.I have called 6 times for the same problem.
TUES -CF and I had an arangement for medical issues that I have. I called Santander and asked if they did as well. I was treated like crap. The rep spoke down to me, over me, put me on hold and then said yes we have a program. I will email you the information. click. ummmm did you just hang up on me too?
THURS - 2 days later I called back to say I hadn't found the info. He says We don't have a program like that. I don't know who told you that. ps you owe 1058 on your account. WHAT? They didn't honor anything from CF without warning and charged me 3 months and late fees. Ok so now what? The rep was so belligerent I finally had to say Let me get my husband and you can talk to him the way you are talking to me...and he tried to. My husband made arrangements with him. ...and then the calls started.
SUN There is this Psycho rep, Ms. Freeman called 10 times a day, left threatening messages. I called the company, spoke to another person. He was very nice and helpful. He said ignore the calls, they have to call until the payment is fulfilled. When I asked why all the mis info he said that there were some CF reps working with them and they are still adjusting to new policy. Iverified that I would be making a 525 payment at the end of the week. He said, your payment is 307 on Fri. I said are you sure? I thought it was 525. He verified that it was 307 and walked me through all of the payments with dates and amounts. okay. maybe i got it wrong. wrote it down next to the other person's info.
TUES EVE (7 days from when this started) My husband comes in the office and says 'you've got to listen to this.' Ms. Freeman keeps calling. leaving aggressive msgs on the house phone and the cell. Way beyond the 'this is an urgent matter' Offended, I call back. I get a wonderful woman named Ms. Jordan. I am fuming at the msgs we just got. that I started to get a little agitated on the phone. I said leaving those kinds of messages were inappropriate and uncalled for. We are in communication, not hiding from you guys. She said "no matter if you are a day late or a year late, noone has the right to talk to you that way." She is what a rep should be. She even gave me an 800 number to call to file a complaint against Ms psycho rep. It may have been rhetoric but it calmed me down and made me feel better. We talked for over an hour. She cleared up all of the mis info I had been given. She said that what I actually owed was 370 not 307 or 525. (geesh, this is the third amount if you are keeping score at home but it won't be the last!) I specifically asked her if the car was being repossessed, . She said no. That's why you are making these arrangements. If it wasn't fufilled by Nov 19 then they would send someone after that.
FRI 8 AM --Go to make the payment to fufill my obligation Friday 8 am. Website will not take my check or my debit number. Call immediately. phone won't take either. Got a rep on the line who told me that the website and the phone does not recognize checks or debit cards from certain banks (I have Wachovia. not exactally a mom and pop bank). She said the only way I could pay was thru moneygram. I told her, I couldn't get there today before it closed. I will go in the morning which would be Saturday. The rep gave me all the info and said it would be fine. I asked her why I had so much trouble all week. Her response was i don't know. try calling back...annnnyway...
SAT, 9 am. money gram place opens at 10. getting ready to go. Ms. Freeman calls. AGAIN. This is the call that nearly gave me a nervous breakdown. I do not have a temper. After working in the customer service industry for so long, knowing what they go thru, i neeeever loose my cool with a rep. Never! MS. Freeman was so confrontational. I feel like I was bullied, lied to, harrassed, insulted, disrespected and violated. If I had a rep talk to a customer like this, they would have been fired! (PS. Both my husband and I have over 8 years CS MGMT experience) By the end, I have never screamed so loud, I was shaking. The moneygram place is 5 minutes from my house, I was so furious, I drove around for an hour because I was shaking so bad and so furious I had no idea where I was going. Without all the gory details (it was a long conversation. Here's what happened in a summary.
The tone of the conversation was aggressive to say the least. I told her that I had already made the arrangements and was on the way to make the 370 payment. She said "370? that's not good enough and how do I know you are going. you lied about making a payment yesterday." um excuse me? I said I spoke to someone yesterday and have been in communication all week. I have already made these arrangements.Oh, AND she tells me that I made up the 370 number I actually owe 1400 today. 'so I hope you are going with that in your pocket.' and that's when it began. I am now upset agitated and other things so I'm starting to get loud. I said this is bull sh*t. I already spoke to Ms. jordan this is what we arranged. The whole time her saying mmhmm, yeah, mmhm as in yeah right. She cut me off started aggressively talking over me again. She said " Ma'am these conversations are recorded so I suggest you tell the truth. " as she is talking over me and bullying me. Not letting me speak. Now I am in the how dare you portion of the conversation which lead me into 'I am so sick of your company. I never get a straight answer, every time it is a different story different amount. I can't take it anymore! (ps now i'm crying angry tears) Ispoke to 6 people this week and...'"you did not. you only spoke to 2 people I see it right here." No i didn't! i said I have the name and info of everyone I spoke to "."no you only spoke to A and B." I said that is not true. I spoke to someone just yesterday and ms, . so and so is the person who told me I only owe 370! " "I don't know why they would tell you that. if you don't pay 1400 today, your car will be towed this afternoon" "What?! I specifically asked they said not until noverber 19 (PS This all happened 10/30)
if I didn't keep to the arrangement and the deadline hadn't even happened yet!" She said ma'am they have been trying to find you for the last month and they are on their way right now. " (in hindsight, I don't believe this. They would have taken the car by then) I finally said I have had enough! i am done and hung up. She called right back, spoke to my husband and said I had no right to hang up on her! are u kidding? My husband, also a former Customer service MGR, asked to speak to her supervisor. She said she didn't have one because she is a manager (load of crap. Everyone works on a team. The Managers do not make these types of calls. AND there is always someone handling escalations) He told her 'I have been on the other end the whole time, you are usetting my wife. I don't know why your company cannot keep their story straight." Then she told my husband how we are trying to get out of paying and that i am making up stories... That's when I left.
If we were hiding from the company fine, but we had been in constant contact.
Why would I have fired her? 1. for harassment. You do not call customers liars and abuse them, 2. you are supposed to calm the customer down and resolve issues not egg them on to the point of escallation, 3 and most important she had been yelling and berating me the whole time. you do not yell at a customer and egg them on no matter what. They use scare tactics to get you to pay with whoever is calling because the pay is such crap for them and they need the credits to get their commission. That is sad.
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Also have a Nissan with these jokers whose loan was bought from triad. last year, December payment was made to triad and was returned because unbeknownst to us, triad was bought by Santander.We called Santander, the rep said that they would waive December payment because of the confusion and it was not our fault (found out later it was a triad rep. should have known, they were nice) Last month I call to get the payout info for the car. The rep says we do not have any info of a Nissan loan for you. Really? here is my account number. used to be a triad loan? she said if your loan is with triad then you need to call them. this is santander. <sigh. here we go> yes. your comapany bought triad out last year, . I just need the payout info.' 'I don't see a nissan loan only a jeep.' is there someone else i can talk to. like your supervisor" "she said hold on.came back and told me that they don't have information for triad loans i need to find the last number for triad and call them back' <oh good lord> okay done with that. This week, I get my bill and there is a 120 late fee. WTF is this?? We have been on time every month. Call and get a rep who didn't look up my account for the first 10 minutes we were on the phone. Then she said, oh there was a missed payment in December last year. That's what the late fee was for' 10 a month for the last year! I explained to her that was when triad took over we had that month waived. you can see how every month the payment is a week early. Why are you telling me now? " 30 minute phone call to get the 120 waived. She said, I'll see what i can do, call back in 2 days. ( i have heard that song before. Translation: i don't know what to do so i will just pacify you with an answer) Well they beat me to it. Tonight, I got a call from a glynesha who said "your account is past due 452 how are you going to pay this today?' I said I'm not, I already made arrangements yesterday with Joyce to pay that on Monday. and then the aggression began. except by now i am used to it. she said you know you owe this money' i said. yes and i will pay on monday which is a full week before my due date. But this money cannont be ignored you are blah blha blah..."yes i know. and the arrangemnet has been made for monday." " (huff) well that's a whole weekend before you pay you need to pay now." I said" I already made the arrangments and I am planning to stick with them." "Well there is payment information on your acount. It is best if you make the payment arrangement with me." I said "no I don't feel comfortable with that." (huff) so WHEN are you going to make these arrangements, huh? It is already late? HOW are you going to do this." I said the same way we do it every month, through bill pay. besides, my husband takes care of this account. I don't know much about it" She again referenced my payment account info and was starting to egg me on to pay NOW! I completely interuppted her before I got upset and said "LOOK! here is what is going to happen. My husband takes care of the bill, . I do not have permission to authorize payment arrangements on this acocunt and neither do you. I am not authorizing any payments today is that clear?' "(huff) fine. have a nice da...)" and she hung up.

Thanks for listening.

I purchased a Jeep Wrangler from a local dealer and they set up my loan through Drive Financial in 2007 approximately $16, 000.00. During the course of the loan I made $450.48 month payments to Drive Financial then it switched to Santander in 2009. I recently suffered from medical condition and got behind the harrassment calls and contacts and threats were devasting to my reputation. I have reviewed my current balance it is the same as it was when i first purchased the vehicle. How is this possible? They have tried to repo the Jeep even though I have brought my account to current. I do not understand how this company can buy my loan without my consent then start my loan from beginning amount after paying on the vehicle for 3 years.