Complain about a product or service

Santander Consumer USA

Matt of Milliken, CO November 17, 2009

In late September 2009 or early October 2009 I started receiving phone calls from Santander stating that I was late on my payment. I had made all of my payments to them every month since May of 2007. The payment that they say was missed was the November payment in 2008. Nearly one year later I started receiving these calls. I tried at first to be civil with the representatives only to be told that i was not making my payments. Feeling threatened as they were marring my grandmother and I's credit, I became hostile. The bank representatives never wanted to do anything to help out the situation and basically the burden of proof was on me. I have been working with my bank to get the proof of the made payment 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 is virtually impossible to speak to a supervisor and the representatives usually hang up on me. This has been going on for almost 3 months now and is not the first time it has happened and 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, the day of purchase. I also have the problem of when I mail a payment to them It may take several weeks and on an occasion or 2 up to 2 months for them to recieve it. This has obviously caused problems for me also with "late payments" I'm not sure who is running this outfit but I am sure that things are not being handled well or professionally, and based on other articles 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.

Rene of Los Angeles, CA November 17, 2009

I have been with Triad Financial North Richland Hills, TX Since 2/02/03…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 of on my behalf 18,901.59, with a total of payments made from m e 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 until 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 (please see actual bank payment table below through my Wells Fargo Account): November 13, 20009 my car was repossessed at 5:00am in the morning….for the reason of being 116 days late…Not only was I not 116 days late …I paid in Oct 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 reaming 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 and asks 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 mgr., I was transferred to Ms. Rose B. 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 be to be late at times but through all of this I have paid all my contractual payments….I would like to purpose a settlement amount of 1400 to be made with 1 payment of 1000,00 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 #. In which I did and I called and left her a msg that it had been faxed

Nov 12th, 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 and 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, 20009 my car was repossessed at 5:00am in the morning….I called the old Triad number 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 #..I spoke to Antwan and explained what had happen 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 ask for his Mgr…I spoke to his Mgr...Ms. W and explained to her my settlement agreement…She said she saw in her notes that this was so and Ms Brown 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 and that is why they took the vehicle…And she will not honor my agreement…..but due to this circumstance of my previous agreement with Ms B, she will do me a favor and accept the 1000.00 and remodified the loan instead of asking for 3683 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 and If I paid it that day I could get my vehicle back that very day…I was then transferred to the reinstatement dept and was told by Alisha C, I will not get my car that day even if I made a credit card or western union payment and they will not remove the 400.00 repossession fee because that is not how they operate…The payment will have to post on Sat morning on the 14th and they will fax the remodification papers for me to sign and 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 W and I was 1st told she had left for the day…I called back 30 min later and asked for Ms W again and was finally transferred to her…I explained to her what Ms C had told me…She said perhaps she (herself) was wrong, that she had worked for Triad and the reinstatement dept was new and she didn’t know them, so perhaps I should call that dept back and ask for a Mgr in their dept, in which I did….

I spoke to Ms C again and I asked to speak to her Manager she said her manger was not there…I asked if there is another Manger I could speak with…She said yes you can speak to Ms. C and she will advise you of the same thing I just told you. I spoke to Ms C and explained the whole situation again that I was not 116 days late and have been a long term customer and have completed my payments and have settled on the late fees…could an exception be made to pay the 1000.00 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 Edward he didn’t know who she was, and I was transferred back to the reinstatement dept…I spoke to an Ebony and she said Ms C was not in her dept, she is in Collections and she does not know the collections dept. hours, but she will send Ms. Cotton an e-mail….I called back 30 min later and I spoke to Yolanda….I told her I heard a fax try to come through but my Fax machine was not on and perhaps Ms C had tried to fax my modification papers…She said she doubts it because that because that’s not how they operate and you have called several times and the best I can do is e-mail Ms C again…and she may have left already…I asked could I speak to someone else in that dept…she said she did not know anyone in that dept nor their hours but she would leave a msg for Ms C but more than likely I wouldn’t be able to speak to someone until Monday the 16th…..

Yolonda called me back and said Ms C told her that she had spoken to the Vice President and 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…She exclaimed” I can’t tell you that”!!

I called Saturday 11/14, 09 and spoke to Ms H and 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 with Ms C 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. H.I asked her all of the previous questions I had asked Miss H …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 1000.00 bank card payment I made with Antwan yesterday until I receive their repossession policy and 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. I would like my vehicle restored to me less all the repossession charges and my prior settlement agreement honored. Thanks.

Ronald of Orlando, FL November 15, 2009

I received a letter from Santander stating it had acquired my account from Triad. I checked my credit report and saw Santander reported me late in Oct. 2008 and Nov. 2008. I was not late in Oct. 2008 or Nov. 2008 with Triad. I called Santander and was told there was nothing they could do.

amitra of long beach, CA October 16, 2009

I received a settlement offer for 1050.00. I contacted the office in order to work out a lower amount since I was unemployed and I had been in a major accident so I don't have income. On October 16th, I spoke with a male representative who placed me on hold after our initial conversation and stated his supervisor said the lowest he could go on the settlement was 870.00. I then told him that, that was still a bit much and all I had was 650.00 that was given to me by my lawyer but if they would take 750.00 that would be great. There 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 1050.00 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.

amie of Woburn, MA July 20, 2009

My car loan was sold to them by Sovereign Bank. I never received a coupon book or anythnig from them. I sent my July payment to Sovereign because I didn't know where to send it. The Day after the due date I got a bill from Santander. July 8 I requested a payoff letter be sent to the Credit Union who I was refinancing the loan with. Santander told me 3 business days. July 15 I called back because they had not faxed the Pay off. July 17 I called back because they hadn't faxed the pay off. July 20 I called back because they had not faxed the pay off. Each time I spoke ot a surpervisor. The service has been terrible and frankly underhanded. I will clal every day until I get my payoff letter.

Susan of Henderson, NV July 19, 2009

In April of 2008 I purchased a car. The financing was through Wells Fargo. After making 5 payments I refinanced the car through Roadway Loans or so I thought. After preparing all the paper work for Roadway and sending it in I thought all was set. Well it was not just before my first payment was due I received notification that my loan paper had been purchased by Drive Financial. That is were all my problems started. I was being called on monthly basis telling me that they needed information and a week before each payment was due I would get a call telling me that my payment was due. I gave all the information that was on the original loan application several times and Drive Finical was still not able to record it. My insurance co still has not been listed on my account page.

In December of 2008 I was laid off from my job. I have managed to keep my payment currant my next payment is due 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 if let my get in arrear. I have done everything I can to talk to this company no 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 currant they will not talk to me.

Michelle of Jacksonville, FL December 16, 2008

I have had my 2006 Buick Lucerne since July 9,2008 I made my 1st payment to Drive Financial 8/15/2008. At that time I set up recurring payment, so my payments would automatically be taken from my checking account each month. I have NEVER missed a payment. Unfortunately, in October 2008 I started receiving collections calls from Drive Financial about me being past due for my 10/15 payment.

After discussing my account with the collector they were able to see that even though my account showed past due - in reality I was not - there was something wrong with their system. Well, at that time I was told that someone would look into this and I will get a follow up call. Several weeks went by and I was still getting collection calls and the only thing they would say was there was no way to stop the calls. I talk to several reps and everytime I would ask for a supervisor, the representative would either pass the phone to their co-worker to do a talk off, transfer me to some other dept. My account went 35 days past due before I was finally able to speak with a supervisor and I was promised a callback and that this would be resolved.

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