Complaints

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

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  Santander Consumer USA, Inc.

  1601 Elm St. STE 800 Dallas, TX 75201-4701

• 

  Drive Financial Services

  P.O. Box 5737 Carol Stream, IL 60197

• 

  Chrysler Financial Corp

  175 N. Patrick Blvd. Suite 150 Brookfield, WI 53045

• 

  Santander Consumer USA, Inc

  5201 Rufe Snow Dr #400 Fort Worth, TX 76180

• 

  Santander Consumer USA, Inc

  PO Box 961211 Fort Worth, TX 76161

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.

• Initial Complaint

  Date:03/22/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 *************************** hereby dispute auto loan under the fair billing act and fcba as well as Truth in lending.. refund ******************* and update credit bureaus to reflect this accounting nightmare.

  Business Response

  Date: 04/10/2023

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

  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: 04/17/2023

  I am rejecting this response because:  please be advised that I am re-*opening my bk and discharging loan. furnish ****-c debt cancellation for bk 

  Business Response

  Date: 04/28/2023

  
  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, INC. 

• Initial Complaint

  Date:03/22/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Good afternoon,We have been in the process of disputing two payments taken by bank draft by Santander. We have submitted out paper multiple times via fax per their request yet have had no resolution or response. I have disputed these two payments with my bank as well who has stated it has cleared on their end. I have attached bank statements and cleared check images the bank has provided me with. When calling Santander's customer service, they seem to have no record of any of our previous conversations regarding this issue nor record of receiving previous faxes sent with the proof. This has now become extreme as it is affecting our Credit Scores and our chance at moving forward without constantly being dinged for a new delinquent fee. We would like this resolved as soon as possible as this is something that has been ongoing since the first payment in November 2022.

  Business Response

  Date: 04/10/2023

  
  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, INC. 

• Initial Complaint

  Date:03/20/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 got a car auto loan from Santander. I have tried to surrender the car. It is up for repossession. It's been up for repossession since November and I have been trying to surrender the vehicle. It is now March and the vehicle is still in my possession. My problem is it's continuously dropping my credit because it seems as though I'm trying to hide the vehicle. I have called several times even to the companies who are supposed to recover the vehicle. I have gave them the address of the vehicle I am paying storage at, I live in a less desirable neighborhood. So I try to move the vehicle somewhere it would be safer, so nothing will happen to the vehicle after my vehicle was hit and there was no one around to see it so I move the vehicle so that no further damage would happen to the vehicle while waiting for them to come and get it. They keep saying they're going to come and get it and they will not. I do not want to possession of this vehicle . I keep trying to give that the vehicle to them so that they can auction it off and I can pay my remaining debt, and fix my credit. I just want the car picked up so that I can be done with this please help me.

  Business Response

  Date: 03/30/2023

  Tell us why here...*********************:
  
  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: 03/30/2023

  I am rejecting this response because:   I am trying to repair my credit and can not do so until this car is pick up. Then once auctioning of the vehicle happens. I am left with a debt I can begin to pay off and fix my credit. Its been months. Im calling and given the runarounds I just want this to be over.

  Business Response

  Date: 04/27/2023

  Dear *********************: 

  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:03/20/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Santander finances the vehicle I purchased last year, and I have been making all payments to them on time, so I have fulfilled my obligations to them. Recently their titles department contacted me and I was informed that, due to a mistake on their part, the title to my vehicle was given to another company, and that in order for them to recover it they would need me to give them power of attorney, and they sent me paperwork to this effect to be signed and notarized. I was. I was not informed of this situation or contacted before they gave my car title away, and now, after the fact, they will provide very little explanation as to how this occurred. I have contacted them multiple times but the representatives I have spoken to either dodge most of my questions or feign ignorance. What little I have gathered is that this allegedly happened because an insurance claim was filed that mistakenly had my vehicle's vin number on it (my vehicle has a clean history). I have done a bit of research and am now aware of some of Santander's shady business practices, and of the litigation against them, so I have therefore refused to give them power of attorney. I am worried about the consequences if I don't give them power of attorney, but also worried about what may happen if I do. I have a strong feeling that this company is trying to deceive me. I would like a complete, transparent explanation from them, and I would like to know that I will receive my title once I've repaid my loan.

  Business Response

  Date: 03/30/2023

  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, INC. 

• Initial Complaint

  Date:03/20/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 father bought a truck from his local dealership in 2017 and it was unfortunately a repossession from the previous owner by the name *********************. Currently my father's health has declined and truck is trying to be turned in to a local CarMax. Santander consumer USA is still showing a locaters claim on his Vin number even though it has been auctioned off through *************** and sold at the dealership he bought it at. Myself, the ********** dealership in ****** ** as well as *************** have contacted Santander to remove this locater claim and/or provide a notorized letter of no interest and there has been zero efforts to resolve this issue for **. I have documentation showing Santander as a lien holder against a truck they haven't had for over five years as all as the certificate of repossession and an affidavit of sale to new owner(my father). I personally have been after this issue for over 4 weeks and the wonderful people from the dealership and *************** have been assisting me the last two weeks. There is absolutely no reason a person should have to go through such a hassle to have something removed as simple as this request or provided simple documents.

  Business Response

  Date: 03/22/2023

  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, INC.
  See Attachment/File: ******.*************Response.03222023.Final.pdf

  Customer Answer

  Date: 03/23/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is the same issue we continue to run into with the same generic response. I've included the first email sent back on February 20th.
  
  That Account was under a ***** *********************** (previous owner).
  VIN: *****************
  Year: 2013
  Make: Chevrolet
  Model: 1500
  
  I will include more photos of your title release department giving excuses about how it went to auction and it is *************** responsibility to resolve it, however we all have been reaching out to Santander because you are showing the locater claim.
  
  This will only be resolved if the locater claim is removed or a notorized letter of no interest is provided.
  
  *************************
  See Attachment/File: Screenshot_20230323-075348

  Business Response

  Date: 04/27/2023

  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, INC.

• Initial Complaint

  Date:03/20/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 financed a car in may of 2022 from a dealership in ******* with a ridicules payment of $750 a month I ran into a financial health problem with cancer and was unable to continue paying for the car so I told the bank to pick the car up it took them weeks. To pick the car up we noticed the car was gone from where we parked it so we figured they picked the car up.Then the Bank called and said they didn't pick the car up turns out the bank s repo company they stopped using picked the car up and it was considered stolen and that the bank now wants me to pay for the car in full .my insurance said they can't do anything because there was no police report made by me .I had told my insurence that I thought the bank picked the car up and didn't know it was stolen at all ********** calls me everyday wanting money .and before when I had the car they called everyday wanting payment and saing there gonna pick the car up if I don't pay the monthly payment .This is just a big mess and not my fault that the car was stolen by there old repo company I should not have to be liable for the loss.I have done the research on this company and they have a bad track record for swindling people and these car dealerships are in on it with this Bank .

  Business Response

  Date: 03/30/2023

  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, INC. 

• Initial Complaint

  Date:03/19/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  With the recent storm in **********, I had to total my vehicle out on 2/6/23 but apparently, the value of my vehicle was off by some and I still owed on my car. my insurance said they paid my loan company my entire settlement and was told I still had a balance. mind you I have been locked out of my account for over two years I reported them and they were dropped off my credit. no one has ever attempted to repossess my vehicle and no phone calls stating as such. To the present day, I have an apparent balance with Santander but there is no way of verifying it. I call and get bounced around they don't call me and I have not heard from anyone at Santander about my total loss and the balance supposedly owed. They don't show up on my credit, they haven't attempted a repossession, and everything is basically late fees I never knew about because they locked me out of my account, and no letters were ever sent to me. This is an unfair practice in a business and I know I don't owe this company,, and am running out of ways to fight because the fight seems to be unfair. if there is any way to look into this it would be greatly appreciated

  Business Response

  Date: 03/29/2023

  ***************************:
  
  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:03/17/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 been making monthly payments to Chrysler Capital. I lost access to Chrysler Capital website it would always say the password doesn't match. **************** gives me the runaround. My vehicle has been taken by Chrysler & when I wanted to pay them the rest I got the runaround & so have other customers. I was told that I had to overnight a check to ************** else did this & they got the runaround.

  Business Response

  Date: 03/31/2023

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

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

  Chrysler Capital

  Customer Answer

  Date: 03/31/2023

  If I called the 800 number I would get disconnected on their end, get the runaround from a representative example is talking to 3-4 reps before I got any kind of code to access my account. I didnt receive the letters regarding lack of payments or anything stating my vehicle was going to be repossessed. Also, after it was repossessed I called one of the 800 numbers there was some guy that was on the phone talking to someone else & acting as if they were on break & not responding to me at all not saying anything to me on the phone at all not even after I had said Hello several times. I had to hang up & call again for a different representative. There are many complaints against this company & lawsuits.

  Customer Answer

  Date: 04/04/2023

  I am rejecting this response because:   If I called the 800 number I would get disconnected on their end, get the runaround from a representative example is talking to 3-4 reps before I got any kind of code to access my account. I didnt receive the letters regarding lack of payments or anything stating my vehicle was going to be repossessed. Also, after it was repossessed I called one of the 800 numbers there was some guy that was on the phone talking to someone else & acting as if they were on break & not responding to me at all not saying anything to me on the phone at all not even after I had said Hello several times. I had to hang up & call again for a different representative. There are many complaints against this company & lawsuits.

  Business Response

  Date: 04/13/2023

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

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

  
  Chrysler Capital

• Initial Complaint

  Date:03/16/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 currently stationed in *********** and have been staying up the past few nights trying to coordinate with Santander. At the end of the first night, I was told that I had a debt settlement offer but it would need to be accepted that day to be valid. I was told that I should pay $5,997 split between two payments the very same day, and then an additional $1,503 the following day for a total of $7,500. I was told that if I made those transactions, they would notify the company they sent the repossession order to, that the car was not to be repossessed. They said there would be a 10-day monitoring period to make sure the funds clear, and once cleared, Santander would release the title to my name, and mail it to my parents' address (Since I am forecasted to PCS again soon). I was told they would also report to the CRAs, the account has been settled for less than owed and the rest would be forgiven, with no further accounts or collections being brought up in regards to the loan. They stated that I would receive a Form ****-C to pay taxes on the amount forgiven. I told the representative that I would make sure I can meet the requirements of the agreement before accepting and call back. I called the next day, since the previous call ended right at 8 PM CT. I asked for the official terms of the agreement to be sent to me via email, so that I could begin upholding my part of the debt settlement. I was then told that the system wouldn't allow for the terms to be in writing until the initial $5,997 was paid. I told them since the proposed agreement dates would already be different as our last call ended at the end of the last business day, I would need to ensure that the new dates were reflected in the terms. I finally talked to the manager, who had me call the exec. office the next day. This representative stated they can't even see the offer, and they've been using the few annotations at the end of each call as the terms for the verbal contract.(Acct. # *********

  Business Response

  Date: 03/27/2023

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

  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:03/16/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Per the settlement law suit against Santander Consumer USA. I fall under the criteria of having my loan forgiven, and or remove the negative information from my credit report. on 3/16/2023 I contacted Santander about the class action settlement and I was told I needed to call the company that Santander Consumer USA sold the loan to. This is incorrect information as it ****** states on their website that this is from a certain period in time if you got your loan between January 1, 2013 and December 31, 2019; and Your car was repossessed or your account was charged off by Santander within the first 12 months after you got the loan. Making a late payment or missing payments does not qualify you for a Deficiency Waiver. As of today's date I have not heard or received anything in regards to that, which I fall under that category to have the charge off removed from my credit report. I have attached documents to show when I purchased the loan and when it was repossessed.

  Business Response

  Date: 03/28/2023

  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, INC.