Santander Consumer USA Reviews

I checked my financial records and discovered that we were paid up to date until December. However, after reading about how Santander was repossessing cars without advance notice, I became nervous and called them to get my final payoff amount on December 12, 2009. I wrote a check for the entire balance we owed them and mailed it that morning. Today, Sunday, December 13, 2009, Santander called us at home to tell us we were late on our payments! I explained that we were not late because we had made double payments in June, July, and August and that we never received any statements from them since then until December, which statement claimed we were overdue.

I told her that we paid it off in full yesterday because we became nervous they might repossess our truck even though we were up to date on payments. I asked her how long until they would send us the title to our truck. She said it would be about 30 days. We're keeping fingers crossed that they don't come here in the middle of the night and take our truck away! There's nothing like not sending statements for September, October, and November and then waiting until two weeks before Christmas to drop the boom on unsuspecting consumers.

The deferment was granted and two days later, they received a $600 payment from me. This was $200 over my regular payment. In August, we received our statement. The deferment was granted, but the fees were still there along with September's bill being due. We sent a check for the late charges to clear them out so that all we would have due was September's note. The check clearly states that the payment is for late charges only. We paid September's note and added an extra $100 to cut October's note down. We didn't receive another statement until the November payment was due. The late charges were still on the statement along with $155 added to November's note.

We called and were told that the check for the late charges was applied to October's payment and couldn't be retracted. So the remainder of October's bill was added to November. How can you receive a payment for the exact amount of what the late charges are, ignore the notes written on the check and still say that I owe late charges. I haven't paid November's note until they rectify their mistake. They try to calculate on the phone to tell me that the amount is correct when it is not. Now they are calling me about my payment due, but when I question them about their practices, they become hostile and don't want to work with me. I want to make my payment, but not for what they are saying the amount is.

Payoff amount that shows on the truck is also higher than what was owed when I looked into trading the truck in 4 months ago. They have also shown me as late on my credit report when the payments post way before the due date on my bank account. Why is that? I was at one point nearly 3 months ahead on the payments and am shown as late? This just doesn't compute, and calling does no good. You cannot get someone on the phone unless you are in arrears on your payment, and since I am not, I cannot speak to anyone regarding these issues.

I spent the next day calling them to make the full payment due to have my car released. At first, with my consent, they agreed to deal with my husband over the phone to get it straightened out, but then they changed their mind and I had to call myself. Making calls like that from work are not allowed. I stood outside in the freezing cold talking to Yolanda (the rudest, most ignorant excuse of a human I have ever dealt with) over the phone. After she took the payment, she told me she had to have my boss’s phone number and my employment info and also 2 references to call; that until I provided that and she could actually verify it, she would not send the paperwork to release my car. I was livid. I asked why I should provide references when I am the sole person responsible for my car. She said, "Ma’am, if you ever answered our phone calls, we would not have to do this. Since we cannot reach you, we need to know 2 other people and your boss who can." I told her if they were not so rude, I would answer.

You can’t have a civil conversation with these people. So why bother (especially when they are calling you on your cell phone at work)? I told her I fulfilled my obligation and fully paid what I owed and that you cannot hold my car hostage because you want phone numbers of family/friends you can harass looking for me. She refused and also told me there was no one else I could speak with. She then asked me to verify my address. I told her they already have it; they came and took the friggin car. Her reply was "Just because that's where we picked the car up does not mean you live there." So I told her my address again, and she asked again, "So this is where you actually live?" I said Yah, and she said, "Ma’am, I need a yes or no." Then, I asked her if she had to verify this information and actually call these people before she released my car, and she said yes. Are you kidding me? I had to hang up with her and call around to see which friends I had who would actually be there to answer their phones.

When I called back, I got a guy named Robert who told me she was wrong, I did not need to provide and have her call those people in order to release my car, and that the paperwork should have been done right then. I hope to God she ends up in a position to be so financially broken down, that something is taken from her, and she is treated like the ignorant ** she is by someone trying to collect from her. These people are total jerks and treat everyone like they are some sort of criminal. Oh, and to get my car back, they refused to tell me where it was, and then they told me it was in another state. After calling 3 different asset recovery places, I had to meet the guy who took it in a 7-11 parking lot and pay him $150 cash. My car was not in other state. Because they lied about it, where it was, and what time they closed, I had to pay another day for storage fee.

I have been working with my bank to get the proof of payment I made from over a year ago now. Unfortunately, I have had three bank accounts that I have used to make payments to them and also a money order once or twice. It was virtually impossible to speak to a supervisor and the representatives usually hung up on me. This has been going on for almost 3 months now and was not the first time it has happened. I proved them wrong. I also was reported for the first 3 months of my loan as being late and the first 2 of these payments were made to them, right at the car dealership where I purchased my vehicle, on the day of purchase. I also have the problem of when I mail a payment to them, it may take several weeks and on occasion or 2, up to 2 months, for them to receive it.

This has obviously caused problems to me also with "late payments". I'm not sure who is running this outfit but I am sure that things were not being handled well or professionally and based on the other articles that I have read, I am not the only one having problems with them. I have lost my patience with this company and would do almost anything to have another bank buy out my loan.

Our contract states an annual percentage rate of 18.950% with a finance charge of a dollar amount credit cost for me of $13,120.4, amount financed credit provided to me on my behalf $18,901.59 with a total of payments made from me of $32,022 if made on schedule with a total sale price of $32.022. A down payment of $1,500 made on 02/02/03 with 72 installment payments of $444.75 due on 03.05/03.

A few months later that year, I changed my scheduled payments to be made on the 20th of the month instead of the 5th of the month, which it has remained until this present date. I have fulfilled on 72 scheduled payments with my last 3 payments made on 09/21/09 of $444.75 and $889.50 payment made on 10/02/09. November 13, 2009, my car was repossessed at 5:00 in the morning for the reason of being 116 days late. Not only was I not 116 days late, I paid in October and was not due for another payment until Nov. 20th. When I scheduled these payments to me taken from my account through a Triad rep on 08/11/09, the rep explained to me that my loan had matured and I will have had completed all my 72 contractual payments and the remaining balance of $3,598.11 was due to a couple of payments put at the end of the loan penalties, late fees and interest on the late fees.

The rep told me to call 714-373-8300 and ask to speak to a manager and ask for a settlement amount to be agreed upon. On 10/09//09, I called and asked to speak to a manager. I was transferred to Ms. **. I explained to her with all the car repairs I have had to make and at one time was laid off and/or working part-time, it caused me to be late at times but through all of this, I have paid all my contractual payments. I would like to propose a settlement amount of $1,400 to be made with one payment of $1,000.00 to be made on 11/20/09 and the final payment of $400.00 on 12/01/09. She said that's not quite half but okay, go ahead and fax me what you have agreed to do to fax #800-462-8619, in which I did. I called and left her a message that it had been faxed.

November 12, 2009, I received a letter from Santander Consumer USA Inc. Dallas, TX stating they have recently acquired Triad Financial Corp and the transfer does not affect the original terms of my auto loan. I will soon receive a monthly auto loan account statement with instructions for submitting my payment and my statement will include a payment coupon, return envelope and instructions for mailing my payment to Santander consumer USA via regular mail. November 13, 2009, my car was repossessed at 5:00 in the morning. I called the old Triad number of 714-373-8300, pressed #4 for account information and would immediately get a busy signal. After several attempts at this, with the same response, I got the Santander letter out and found their number of 888-222-4227.

I spoke to ** and explained what had happened with my car. He said the only thing he could do is have the loan remodified and he would wave the $400.00 repossession fee and would put it in the notes for the reinstatement department. I asked for his manager. I spoke to his manager, Ms. **, and explained to her my settlement agreement. She said she saw in her notes that this was so and Ms. ** tried to contact me, but my answering machine was full so since I didn't have anything in writing, I was considered 116 days late. That is why they took the vehicle and she will not honor my agreement. Due to this circumstance of my previous agreement with Ms. **, she will do me a favor, accept the $1,000.00 and remodify the loan instead of asking for $3,683 in full. And I should pay it today instead of 11/20/09 because the longer they hold the vehicle, the more I will owe in storage fees. If I paid it that day, I could get my vehicle back that very day.

I was then transferred to the reinstatement department and was told by ** that I will not get my car that day even if I made a credit card or Western Union payment. They will not remove the $400.00 repossession fee because that is not how they operate. The payment will have to post on Saturday morning on the 14th and they will fax the remodification papers for me to sign. I would not receive my car until probably Tuesday or Wednesday of the following week and I would be responsible for all the storage charges. I called back to speak to Ms. ** and I was first told she had left for the day. I called back 30 minutes later and asked for Ms. ** again. I was finally transferred to her. I explained to her what Ms. ** had told me. She said perhaps she (herself) was wrong, that she had worked for Triad and the reinstatement department was new, and she didn't know them so perhaps I should call that department back and ask for a manager in their department, in which I did.

I spoke to Ms. ** again and I asked to speak to her manager. She said her manager was not there. I asked if there is another manger I could speak with. She said, "Yes you can speak to Ms. ** and she will advise you of the same thing I just told you." I spoke to Ms. ** and explained the whole situation again - that I was not 116 days late, have been a long term customer, have completed my payments and have settled on the late fees - could an exception be made to pay the $1,000.00 that day and sign the papers and receive the vehicle back on that day? She said this is not their usual procedure, but she will see what she can do and will call me back. After 2 hours had passed, I called back several times.

I was told by an ** that he didn't know who she was and I was transferred back to the reinstatement dept. I spoke to an ** and she said Ms. ** was not in her dept, she is in collections and she does not know the collections department's hours, but she will send Ms. ** an email. I called back 30 minutes later and I spoke to **. I told her I heard a fax try to come through, but my fax machine was not on and perhaps Ms. ** had tried to fax my modification papers. She said she doubts it because that's not how they operate and I have called several times, the best I can do is email Ms. ** again and she may have left already. I asked if I could speak to someone else in that department. She said she did not know anyone in that dept nor their hours, but she would leave a message for Ms. **, but more than likely I wouldn't be able to speak to someone until Monday the 16th.

** called me back and said Ms. ** told her that she had spoken to the vice president. He said I will not receive my loan papers that day and I will have to wait. I asked what is the VP's name and she exclaimed, "I cant tell you that!" I called Saturday, 11/14/09, and spoke to Ms. **. I told her I want to receive in writing their repossession policy and also to get in writing a statement concerning the answers to my questions regarding monies owed after the sale of the vehicle; and if I pay off the car, would it show a repossession on my credit report. She said I would have to speak to the reinstatement dept, but they were closed. I said, "How can they be closed? Ms. ** said they would not only be open, but that is when she would fax me the remodification loan papers to sign." I asked for her manager. She transferred me to Mrs. **.

I asked her all of the previous questions I had asked Ms. **. She said as far as the repossession charge, we report to the credit bureau every 30 days. I asked, "What does that mean? Are you saying if I get the car back before 30 days, it will not show on my credit report?" She said, "Probably not." I told her I have spoken to several different people and everybody has either lied or told me different stories and probably is not a definite answer. I need everything in writing to be faxed to me. She said, "I am quite sure everyone you have spoken to has told you we will send nothing to you in writing!" I told her that is illegal and I am voiding my $1,000.00 bank card payment I made with ** yesterday until I receive their repossession policy, my original contract and my payment history so that I may make an informed decision before I make any payment agreements with them because my car was repossessed on false pretenses.

They were wrong in taking my 2000 Ford vehicle account#** or Triad's original account for me would be my SS #**. I would like my vehicle restored to me less all the repossession charges and my prior settlement agreement honored. Thank you!

Their representative placed me on hold and when he returned, the phone disconnected. When I called back another male answered and was obnoxious and rude so I hung up and called back and got a lady on the line who, all but told me she didn't believe what I was telling her and that she would ask the first representative because he sits right across from her. As expected, she came back on the line and said she was informed by that representative that what I said was untrue and all that they weren't willing to negotiate the $1,050.00 after I was initially offered it.

This could have been easily rectified if they would play back the recording since all calls are recorded and monitored. I would like to pay this company but they can’t get money I don’t have. I didn't want to include this bill in my bankruptcy. I wanted to settle it but all I have is $650.00. If someone from this organization with a professional demeanor can contact me and have the authority to work out a reasonable deal, I would appreciate it. They are threatening to take my car when majority of the fees are late fees and interest not principal amounts.

In December of 2008, I was laid off from my job. I have managed to keep my payment current. My next payment is due on August 15, 2009. I did foresee a problem so I called them and ask on several occasions for some assistance because I did not want to get behind on my payment. I called the last time on July 13, 2009 and was told that I could not speak to anyone about this problem because until I was behind, they did not consider it a problem. I was also told that the only way someone would talk to me other than a customer service rep is to let me get in arrears. I have done everything I can to talk to this company. No one will even talk to me. I must also state when Drive took over, I did not sign a contract with them. My contract was with Roadway Loans. I was never given the opportunity to even purchase insurance on missed payments due to unemployment. This company continues the threat of only dealing with me if I get behind on a payment. As long as I am current, they will not talk to me.