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Business Profile

Consumer Finance Companies

Santander Consumer USA, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Consumer Finance Companies.

Complaints

This profile includes complaints for Santander Consumer USA, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Santander Consumer USA, Inc. has 14 locations, listed below.

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    Customer Complaints Summary

    • 2,020 total complaints in the last 3 years.
    • 754 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/16/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This account is messing up my credit I wasnt driving or giving any payments now that my sister aint paying it messing up my credit please get me off this account that why Im disputing this account

      Business Response

      Date: 07/01/2025

      Dear ****** ****** III:

      Thank you for the opportunity to address your concerns.Please see our attached response with our complete review and resolution to your request.

      Sincerely,

      Santander Consumer USA ****

      Business Response

      Date: 07/01/2025

      Dear ****** ****** III:

      Thank you for the opportunity to address your concerns.Please see our attached response with our complete review and resolution to your request.

      Sincerely,

      Santander Consumer USA ****

      Customer Answer

      Date: 07/01/2025

      I am rejecting this response because:   

      Business Response

      Date: 07/09/2025

      Dear ****** ****** III,      

      Thank you for the opportunity to address your concerns. Please see our attached response with our complete review and resolution to your request. 

      Sincerely, 


      SANTANDER CONSUMER USA, INC. 

    • Initial Complaint

      Date:06/11/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      So a deer had hit my brand new car, I took payment from my insurance company so I could use the money for my sales tax and to get it fixed by my step Dad, progressive had written the check to me and Santander. I didnt realize so I signed it and took it to my bank. There they told me I couldnt because it was in Santanders name also. So I go home call them they tell me to mail the check to this specific address then they would endorse it and send it back to me. It wa for *****. So Im waiting and waiting for my check to come back then they call me and say they are keeping the check to add to my total amount owed. A attorney friend said she never heard of this happening and for me to ask them for proof in our agreement they can keep it. I told them that yeat nothing now the car is going to be repo for them doing this to me. Because I can not afford the sales tax. Again. Thats why I choose to take payment from progressive. They are wrong in this situation Nothing will settle this unless I get my insurance check back as they said they were gonna do, now even if I get something else my rate is stupid high because of this claim. It isnt right. When you call them first thing they say is the call is being recorded so there absolutely is proof that they told me to send that check to that address and theyd endorse it and mail it back! And will also be another call where they are calling me telling me they are now keeping it! Im struggling in life like everyone else and I need my money to keep on surviving

      Business Response

      Date: 06/20/2025

      Dear Heather Wagner,      

      Thank you for the opportunity to address your concerns. Please see our attached response with our complete review and resolution to your request. 

      Sincerely, 


      SANTANDER CONSUMER USA, INC.

      Customer Answer

      Date: 06/20/2025

      I am rejecting this response because:   They are not listening.  They told me to send this check to that address and they would endorse it and mail it back to me.  They record all calls so there are records of this.  I want my check. I choose from my insurance company to take payment INSTEAD of getting it fixed! I need this money to live and keep up with my payments. Not gonna drive a wrecked car paying 700 a month to people that stole my check. Not happening 

      Business Response

      Date: 06/26/2025

      Dear Heather Wagner,     

      Thank you for the opportunity to address your concerns. Please see our attached response with our complete review and resolution to your request. 

      Sincerely, 


      SANTANDER CONSUMER USA, INC. 

      Customer Answer

      Date: 06/30/2025

      I am rejecting this response because:   They are still refusing to do what is right, what they told me they were gonna do. 

    • Initial Complaint

      Date:06/11/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I recently filed a chapter 13 bankruptcy and made payments to the trustee at that time my car note was current and making payments to the trustee at that time my account was disabled and when calling the automated system is saying they can not find an account the bankruptcy was changed to a chapter 7 and i was suppose to make payments. i was unable to reach anyone by phone and my account was still disabled. they have repossessed the car and i am unable to get my personal items out of the vehicle. i can not locate the car and my personal items are in the vehicle and need to be removed

      Business Response

      Date: 06/23/2025

      Dear Amber Evans:

      Thank you for the opportunity to address your concerns.
      Please see our attached response with our complete review and resolution to
      your request.

      Sincerely,

      Santander Consumer USA Inc.

    • Initial Complaint

      Date:06/11/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My car was refinanced and Santander was paid off. They still took the autopay amount from my account. When I called to ask when my money would be refunded, they said the system says 7/11/25. Well over 30 days later not counting shipping time. I asked where that was in my contract and was told that it was "policy and procedure" within the company. I did not sign a contract with the policy and procedure manual. I signed for an auto loan. My loan was paid. There is an overage. I stopped my auto loan. They took the money anyway. It is being reviewed to be possibly relapsed on 7/11/2025.I was told I would not receive interest on my $479.79 that they are holding hostage.If they are going to hold my money for ***************************************** interest on the loan, why should they get to keep my money in their bank account accumulating interest when I already paid them interest. That sounds like double dipping. Why should they benefit off my money when I paid them?

      Business Response

      Date: 06/23/2025

      Dear Tina Magaddino,      

      Thank you for the opportunity to address your concerns. Please see our attached response with our complete review and resolution to your request. 

      Sincerely, 


      SANTANDER CONSUMER USA, INC. 

    • Initial Complaint

      Date:06/11/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I'm very disappointed with the customer service at ********************** due to the lack of comprehension and poor quality of communication protocols. I had called in last month to reactivate my auto pay method and had to give my personal bank information. I had to ask for a extension due to medical issues and was instructed to reactivate my auto payment method AFTER the due date due to the computer had automatically discontinued it due to the extension. I agreed! I was told by the *** that it had been completed after the disclosure was read ti ******** I saw that the payment was NOT taken out of my account and called 6 times due to inept CSR comprehension. As well as the **** bandwidth was poor and the accent from the overseas call centers it took 6 tries to accomplish making a payment and setting up auto pay. Why do I have to work harder to get my business done while they outsource to save $$$?I finally was able to make the payment and was told I couldn't set up auto pay! Why?This has happened several times throughout my loan with this company. NOT the first time! The lack of comprehension and inability to speak in English with comprehensive annunciation I had to repeatedly give the same information over and over again.This is unacceptable as it is a terrible inconvenience to their customer's. As a senior disabled veteran it is highly unprofessional to upset a senior citizen who has never breach our contract in 5 years and believe that my hard earned money shouldn't be dishonored by the stress I had this morning which took hours to complete and I was disrespected by several CSR's by yhem saying that I was the problem and it was my fault.I have 2 ID numbers and names to the CSR agent who were able to complete this simple task but were hindered by poor communication equipment (****) breaking up and not being able to understand the disclosure or the agent. I just had a belly full and it was taking too much of my energy to accompany a simple task.

      Business Response

      Date: 06/24/2025

      Dear Michael Wilborn,     

      Thank you for the opportunity to address your concerns. Please see our attached response with our complete review and resolution to your request. 

      Sincerely, 

      Chrysler Capital 

    • Initial Complaint

      Date:06/11/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am a victim of identity theft. I am filing this complaint for myself to request that you block the following Incorrect information from my credit report. Someone has used my personal information to obtain loans and credit cards from. I have no idea how the theft took place. I also have no knowledge of any suspects. I did not receive any money, goods, or services as a result of identity theft. Please let me know if you need any other information from me to block this information from my credit report.

      Business Response

      Date: 06/23/2025

      Dear Sharon Weems:

      Thank you for the opportunity to address your concerns.
      Please see our attached response with our complete review and resolution to
      your request.

      Sincerely,

      Santander Consumer USA Inc.

    • Initial Complaint

      Date:06/10/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have an active auto loan where my ***** CX-5 2023 was toltaled loss and GAP/AUTO INSURANCE /SERVICE CONTRACT WAS ALSO RETERNED . I have no ability to get into my account called and was told of a balance due which i have offered to accept a modified payment for the rest of balance but again no acces to my legal right of seeing my account or getting break down of said payments made for my self and my spouse ******* R ******** **

      Business Response

      Date: 06/25/2025

      Dear Maurice Bernier:
      We appreciate the opportunity to address your concerns.
      Please see our attached response with our complete review and resolution to
      your request.
      Thank you.
      Santander Consumer USA Inc.

      Customer Answer

      Date: 06/25/2025

      I have reviewed the business’ response and accept this
      resolution. 

    • Initial Complaint

      Date:06/10/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My name is ****** ****** Rolon *********, and I am filing this report because I have been a victim of identity theft. There are several accounts appearing on my credit report that I did not open or authorize, and I am requesting that they be blocked or removed as permitted under FCRA Section 605B.The accounts below are not mine, and they are negatively affecting my credit:1.ABILITY **************** Collection $360 ****** of America Secured Card 3.Dept of ************************ $2,442 4.Eastern Account System I Collection $424 5.******************************* Collection $549 6.I ************ Collection 7. ************************ Collection $1,526 8.OppLoans/FEB Unsecured Loan $2,072 9.Resurgent/LVNV Funding Debt Buyer $676 10.Santander Consumer USA Auto Loan 11.NETCREDIT/TABLOC Opened 12/21/2022 Status: Collection 12.Verizon Wireless Cell Phone $350 I did not open or authorize any of these accounts. They are the result of fraudulent activity and identity theft.

      Business Response

      Date: 06/23/2025

      Dear Yaitza Deonne Rolon Velazquez:

      Thank you for the opportunity to address your concerns.
      Please see our attached response with our complete review and resolution to
      your request.

      Sincerely,

      Santander Consumer USA Inc.

    • Initial Complaint

      Date:06/10/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Dispute of Inaccurate Information Santander Account I am writing to dispute incorrect and inconsistent information appearing on my Experian credit report regarding a Santander account listed as an auto loan (account number: *****************). I am requesting that ******** conduct a full investigation into the account and remove it from my credit report if it cannot be verified with complete and accurate information. Incomplete Account Number:The account number is partially masked and does not allow me to verify whether this account belongs to me. Full identification of the account is necessary for me to confirm its legitimacy. Inaccurate Date Opened: ********** reports the account opened on 12/08/2021, whereas Experian and Equifax list it as 12/01/2021. This discrepancy needs clarification and correction. Conflicting High Credit Amount: Experian and ********** list the high credit as $9,316.00, but Equifax shows $7,302.00. This inconsistency raises questions about which figure is accurate and whether any of them can be trusted. Date Last Active Mismatch: ********** reports 11/30/2023, Experian reports 11/01/2023, and Equifax reports 08/01/2022. These dates differ significantly, indicating a reporting error. Inconsistent Last Payment Date: Both TransUnion and Experian show 12/21/2023 as the last payment date, while ******* reports 08/01/2022. These conflicting dates must be resolved. Payment History Conflicts: In November 2023, Equifax reports an "OK" payment, while ******** reports a charge-off ***** and ********** has not posted any payment history for that month. The inconsistency in payment reporting calls the accuracy of the account into question.Fair Credit Reporting Act (FCRA), specifically 15 U.S. Code 1681

      Business Response

      Date: 06/24/2025

      Dear Lamar McGinnis:
      We appreciate the opportunity to address your concerns.
      Please see our attached response with our complete review and resolution to
      your request.
      Thank you.
      Santander Consumer USA Inc.

    • Initial Complaint

      Date:06/10/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The loan keeps adjusting in their favor. Increase payment when requesting to apply extra payment to principle they deny

      Business Response

      Date: 06/09/2025

      Hello - We have confirmed this complaint should be responded to by Santander Consumer, our auto division, as it is in regard to an auto loan. Please forward complaint to Santander Consumer for a response.

      Customer Answer

      Date: 06/09/2025

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      Chat agent said to contact and file against the bank as they make all policies and they can not do anything on their end

      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

      FAQ

      Regards,

      ********

       

       

      Business Response

      Date: 06/10/2025

      The Bank confirmed with Santander Consumer that this is their customer. The Bank cannot assist a ******************************************* customer.

      Business Response

      Date: 06/24/2025

      Dear ******** ********:

      Thank you for the opportunity to address your concerns.Please see our attached response with our complete review and resolution to your request.

      Sincerely,

      Santander Consumer USA ****

      Customer Answer

      Date: 06/25/2025

      I am rejecting this response because:   I put $5,000 down not *****. Where did that money go. I have the receipt from the **** dealer. 

      Customer Answer

      Date: 07/08/2025

      I need a copy of the check or check number for a debt collector. ****** never sent them a check. ****** claims they did

    Santander Consumer USA, Inc. is NOT a BBB Accredited Business.

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