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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

    • 2,016 total complaints in the last 3 years.
    • 747 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:10/06/2022

      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.
      Santander was paid off on 7/27/22. I was supposed to receive a GAP insurance refund in the amount they quoted me multiple times $878. I received the check dated 9/19/22. Deposited the check on 9/30/22. I received a STOP PAYMENT on my account on 10/5/22 for the check that was deposited. I called Santander and thy said they Issued me an incorrect amount, I was only supposed to receive $515 even though I was quoted several times $878. They said there i nothing they can do about my account being insufficient funds for $500. All they can do is reissue another check for $515 and mail it out. Now I'm left with no money in my account for an error on their part that should have been caught months prior.

      Business Response

      Date: 12/30/2022

      Business Response /* (1000, 5, 2022/10/21) */
      Dear Ms. ******:

      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:10/04/2022

      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 have reached out to SANTANDER CONSUMER USA. They have failed to provide proof of validation regarding a debt that does not belong to me. They have furnished this alleged debt on my consumer report and have failed to validate the alleged claim pursuant to Sec. 809(b)of the Fair Debt Collection Practices Act and according 609(a)(1)(A), you are required by federal law to verify, through the physical verification of the original signed consumer contract, any and all accounts that you post on a credit report. I demand this item be removed from my credit report immediately. SANTANDER CONSUMER USA you are furnishing inaccurate and incorrect information to the consumer reporting agencies.
      The reporting of such inaccurate information has caused severe damage to my character, my reputation, my general mode of living and my ability to obtain credit for personal and house purposes.
      You and your inaccurate reporting have damaged my livelihood.
      15 U.S. Code § 1681s-2 - Responsibilities of furnishers of information to consumer reporting agencies
      (a)Duty of furnishers of information to provide accurate information
      1) Prohibition
      (A)Reporting information with actual knowledge of errors
      A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate.
      Duty: a moral or legal obligation; a responsibility
      Accurate: correct in all details; exact.
      Prohibition: a law or regulation forbidding something
      As Defined by The IRS
      Even if you didn't receive a Form 1099-C, you must report canceled debt as gross income on your tax return.
      The IRS Clearly defines a charge off as Gross or Ordinary income, INCOME DOES NOT GET REPORTED ON THE CONSUMER REPORT which in fact makes your reporting of this account inaccurate!
      Account Number: XXXXXXXXXXXXX****

      Business Response

      Date: 01/04/2023

      Business Response /* (1000, 5, 2022/10/21) */
      Dear Ms. ******:

      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:10/03/2022

      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.
      Hello,

      This is my second Complaint against Santander. They have continued to violate my consumer rights for the following account.
      SANTANDER
      Account Number: XXXXXXXXXXXXX**** 15 U.S.C 1681 Section 604 A Section 2 It also states that a consumer reporting agency cannot furnish an account without my written instructions. I have not provided any written consent for this alleged debt and nor am I liable for this.

      This repossession is in violation of 15 USC Section 1692e for false or misleading representation. This vehicle was turned over to a third party who had nothing to do with this original transaction which is a false implication. My consent was never given to a third-party company.

      Also, it's illegal to post income on a consumer's report. A charge off according to the IRS is income the company has to file a 1099-C. This debt has been satisfied in full but yet still impacting my credit score. This terrible error has limited my ability to acquire credit.

      Business Response

      Date: 12/28/2022

      Business Response /* (1000, 5, 2022/10/13) */
      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.

    • Initial Complaint

      Date:09/30/2022

      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.
      602. 15 U.S.C. § 1681a)
      There is a need to insure that consumer reporting agencies exercise their grave responsibilities with fairness, impartiality, and a respect for the consumer's right to privacy

      604 15 U.S.C. § 1681b)
      Subject to subsection (c), any consumer reporting agency may furnish a consumer report under the following circumstances and no other:
      In accordance with the written instructions of the consumer to whom it relates.

      623 15 U.S.C. § 1681s-2)
      Reporting information with actual knowledge of errors. A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate.

      In accordance with the fair credit report act. The list of accounts below has violated my federally protected consumer rights to privacy and confidential under 15 USC 1681

      Account Name Santander
      Account Number XXXXXXXX
      Account name, account number. Has violated my rights

      Business Response

      Date: 12/30/2022

      Business Response /* (1000, 5, 2022/10/12) */
      Dear Mr. *******:

      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.


      Consumer Response /* (3000, 7, 2022/10/13) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      602. 15 U.S.C. § 1681a
      There is a need to insure that consumer reporting agencies exercise their grave responsibilities with fairness, impartiality, and a respect for the consumer's right to privacy

      604 15 U.S.C. § 1681b
      Subject to subsection (c), any consumer reporting agency may furnish a consumer report under the following circumstances and no other:
      In accordance with the written instructions of the consumer to whom it relates.

      623 15 U.S.C. § 1681s-2
      Reporting information with actual knowledge of errors. A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate.


      Business Response /* (4000, 9, 2022/10/21) */
      Dear Mr. *******:

      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:09/29/2022

      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 recently paid off my loan. I called because my auto payment over paid and I hadn't received my money yet. The lady I spoke to told me that my warranty was canceled as well and that check was in the mail. I inquired why my warranty was canceled and she transferred me to a supervisor. I spoke with him and he told me well since you don't have an account with us we canceled it. I was never told that if I paid off my loan that I would lose my warranty that I paid for at the time of purchase. I think that it was false advertising not only by the dealership that sold it to me but also Chrysler capital. To stop warranty on a vehicle that I purchased separately from my vehicle because they aren't receiving interest from a loan and not to mention I paid for the policy upfront. Now I have to go out and purchase from a separate company when i shouldn't have too. The person I spoke to said yeah sure go ahead let the better business know and do whatever like it didn't matter. I'm glad I know now instead of needing the warranty I paid for and than finding out that they canceled it because I paid off my loan. I was told it was separate, paid upfront had separate documentation and phone numbers but I guess I was swindled. guess I won't be buying any vehicles going forward from this business but I wanted to write in to put them on notice for their false advertising and taking a vantage of people at dealerships they should not be allowed to sell their product when it doesn't last the life of the policy that they are selling it only lasts the length of the loan that you have with them. Hopefully this saves consumers from damages. I would like my total policy back not the prorated. I would never have purchased if I knew it was per loan life.

      Business Response

      Date: 12/08/2022

      Business Response /* (1000, 5, 2022/10/07) */
      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.

    • Initial Complaint

      Date:09/28/2022

      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 have reached out to SANTANDER CONSUMER USA. They have failed to provide proof of validation regarding a debt that does not belong to me. They have furnished this alleged debt on my consumer report and have failed to validate the alleged claim pursuant to Sec. 809(b)of the Fair Debt Collection Practices Act and according 609(a)(1)(A), you are required by federal law to verify, through the physical verification of the original signed consumer contract, any and all accounts that you post on a credit report. I demand this item be removed from my credit report immediately. SANTANDER CONSUMER USA you are furnishing inaccurate and incorrect information to the consumer reporting agencies.The reporting of such inaccurate information has caused severe damage to my character, my reputation, my general mode of living and my ability to obtain credit for personal and house purposes.You and your inaccurate reporting have damaged my livelihood.15 U.S. Code § 1681s-2 - Responsibilities of furnishers of information to consumer reporting agencies(a)Duty of furnishers of information to provide accurate information1) Prohibition(A)Reporting information with actual knowledge of errorsA person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate.Duty: a moral or legal obligation; a responsibilityAccurate: correct in all details; exact.Prohibition: a law or regulation forbidding somethingAs Defined by The IRSEven if you didn't receive a Form 1099-C, you must report canceled debt as gross income on your tax return.The IRS Clearly defines a charge off as Gross or Ordinary income, INCOME DOES NOT GET REPORTED ON THE CONSUMER REPORT which in fact makes your reporting of this account inaccurate!Account Number: *****************

      Business Response

      Date: 12/12/2022

      Business Response /* (1000, 5, 2022/10/10) */
      Dear Mr. ********:

      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:09/27/2022

      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.
      On 6/10/22 I did trailer financing of $89,375 with Santander and they said they have no penalties in case I was to find a new bank with a better interest rate to refinance with. So, I refinanced with KeyBank on 6/30/22 and they upped the price to $ 93,917.26 to refinance with KeyBank which is a roughly $ 4,500 increase from what the trailer was financed for. I don't understand why I must pay about $ 4,500 more to refinance with a different bank.

      Business Response

      Date: 12/30/2022

      Business Response /* (1000, 5, 2022/10/10) */
      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.


      Consumer Response /* (3000, 7, 2022/10/11) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I filed an issue with Santander Bank NA not Consumer so I don't know why my complaints keep transferring back and for between Santander Consumer USA and Santander Bank NA.


      Business Response /* (4000, 9, 2022/10/20) */
      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.

    • Initial Complaint

      Date:09/22/2022

      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.
      Under 15 U.S. Code 1692j - Furnishing certain deceptive forms I am not participating in the collection of this alleged debt. Cease and desist asapSANTANDERAccount Number: XXXXXXXXXXXXXDelete this unverified and misleading account.

      Business Response

      Date: 12/08/2022

      Business Response /* (1000, 5, 2022/10/05) */
      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:09/16/2022

      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.
      Under 15 U.S. Code 1692j - Furnishing certain deceptive forms I am not participating in the collection of this alleged debt. Cease and desist asap. Delete this unverified and misleading account.

      Business Response

      Date: 11/22/2022

      Business Response /* (1000, 5, 2022/09/30) */
      Dear Mr. ******:

      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:09/13/2022

      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.
      Remove negative accounts off credit report. I have sent several letters asking to verify accounts. I have not received any verifiable information but accounts continue to report to credit report. I have filed CFPB complaint, and next steps would be claim inside small courts.

      Business Response

      Date: 11/16/2022

      Business Response /* (1000, 5, 2022/09/27) */
      Dear Mr. *****:

      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. is NOT a BBB Accredited Business.

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