Business Profile

Consumer Finance Companies

Santander Consumer USA, Inc.

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

2,016 total complaints in the last 3 years.
747 complaints closed in the last 12 months.

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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:06/04/2025
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 writing to report a fraudulent account that has been opened in my name with SANTANDER. I am a victim of identity theft and did not authorize the opening of this account. Below are the details of the fraudulent account:Creditor Name: SANTANDER Opened Date: 4/24/2021 Account Number: *****************High Credit: $23,695.00 I kindly request that you close this account immediately and remove any negative information associated with it from my credit report. Additionally, I would appreciate it if you could provide confirmation of the account's closure and any relevant documentation related to the fraudulent activity.Thank you for your prompt attention to this matter.
Business Response
Date: 06/16/2025
Dear James Russell Lee:

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:06/03/2025
Type:Service or Repair 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 acting for Gateway one will not provide a lien release that the state of Texas will accept. We have reached put by registered mail, phone, and email !multiple ti!We starting in 2023.We can not use the portal since the loan originated with ***********. Sometimes Santander employees can not even find the account. We try again until we find one who can.We were told to use **************. that also does not work.
Business Response
Date: 06/18/2025
Dear Virginia Hamilton,

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:06/02/2025
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 recieved a warranty refund on my loan that has already been refinanced and paid off. Santander was sent the money by my dealer on 4/29/25. Santander has hung up on me when calling and has not honored return of the funds that are not theirs. After making multiple messages, someone finally wrote back and said they would send the refund within ***** days from 5/23/25, the last day I contacted them. They have delayed funds and are seemingly not intending to return them. Again, they only have staff on customer service ending phone calls when inquiring on where my funds are. The loan was paid off two months ago now. They have no reason to with hold my funds.
Business Response
Date: 06/03/2025
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.

Business Response
Date: 06/26/2025
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, INC.
Initial Complaint
Date:06/02/2025
Type:Billing Issues
Status:
ResolvedMore 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 writing regarding an auto loan I held with Santander Consumer USA (Loan #******), which was closed more than 10 years ago. Although the loan is no longer active, I have recently learned that a small balance of $691 remains on the account, which is preventing me from receiving a lien release and obtaining the title to my vehicle.The vehicle was never repossessed, and the remaining balance appears to stem from either residual interest or fees that may have accrued long after the account was closed. This outstanding lien has left me unable to register, sell, or transfer the title of my car despite the loan having been inactive for over a decade.I am aware that Santander was part of a multistate settlement with numerous Attorneys General in 2020 regarding auto lending practices, which included loan forgiveness and lien releases for situations similar to mine. I understand that the automatic relief phase of that settlement has ended, but I respectfully request that you review my account for possible manual forgiveness or voluntary lien release under Santanders discretionary resolution ********** an alternative, I am willing to discuss a small goodwill settlement, provided Santander will agree in writing to release the lien upon receipt and consider the matter fully resolved.I sincerely hope Santander will consider the age of this account, the small balance, and the hardship this has caused in denying me access to my vehicles title. I would appreciate your help in resolving this matter amicably.Thank you for your time and consideration. I look forward to your response.
Business Response
Date: 06/12/2025
Dear Danielle Banford,

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: 06/12/2025
I am rejecting this response because:

Dear Santander Consumer USA,
Thank you for your response via the Better Business Bureau regarding my inquiry into the auto loan account #399875.
While I acknowledge that I signed the loan agreement and understand there may be a residual balance of $691.84, I respectfully must reiterate the core issue: this account has been closed and inactive for over ten years. The vehicle was never repossessed, and the remaining balance appears to stem from residual interest or fees long after the loan’s closure.
This outdated lien continues to prevent me from obtaining my vehicle’s title — impacting my ability to register, sell, or transfer ownership. I believe it is both reasonable and fair to request a reconsideration of this balance in light of:
The age and inactivity of the loan
The modest amount in question
The 2020 multistate settlement involving Santander’s auto lending practices, which included provisions for lien releases and loan forgiveness in situations similar to mine
I have filed a formal complaint with the Consumer Financial Protection Bureau (CFPB) for review. However, I remain hopeful that Santander will consider a goodwill resolution, such as a lien release or modest settlement that includes written confirmation the lien will be lifted and the account closed.
I am willing to speak directly with your escalation or compliance team to resolve this amicably. Thank you for your time and consideration.
Sincerely,
Danielle Banford

[Loan #399875]
Customer Answer
Date: 06/18/2025
Settlement letter received from Santander Consumer USA
Customer Answer
Date: 06/18/2025
Subject: Acceptance of Settlement Offer – Loan #399875
Dear Santander Consumer USA,
Thank you for providing the Settlement Offer Agreement dated June 18, 2025, regarding auto loan account #399875. I am writing to confirm my intention to remit the agreed-upon amount of $207.55 by August 1, 2025, as stated in the agreement.
As outlined in your letter, I understand that upon receipt and clearance of this payment:
The account will be marked as settled.
The remaining balance will be forgiven.
The account will be reported to credit bureaus as settled for less than full balance.
Most importantly, the lien will be released and the vehicle title issued, if applicable.
Please confirm the expected timeline for lien release and title issuance following the successful payment so that I may plan accordingly. If there are any additional steps I need to take to facilitate the title release, please advise.
Thank you again for your cooperation.
Sincerely,
Danielle Banford
[Loan #399875]
Business Response
Date: 06/23/2025
Dear Danielle Banford,

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: 06/23/2025
I have reviewed the business’ response and accept this
resolution in the amount of $207
Initial Complaint
Date:06/02/2025
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 a customer of ********************** for 5 years now, since I purchased my car and financed it with them. I have always paid for my car every month and never missed a payment. Two years ago, I called them and requested to move my due date from the 11th of the month to the end of the month, since we purchased a house and our Mortgage payment was scheduled for the 12th of every month. They keep saying that they will change once the account is current, since I am paying at the end of each month, and they never change the payment date and keep charging me late fees, when they know why I am paying at the end of the month. I never skipped a payment, always paid, and I am almost done with my financing. November 2025 will be the last payment. So they already got the refinancing money and still cannot accommodate a good-standing customer? This is very unfair and unethical. I need them to clear my late fees and to move my due date to the end of each month.
Business Response
Date: 06/11/2025
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 ****
Customer Answer
Date: 06/11/2025
I am rejecting this response because:
I do not need assistance to pay. I know I am OBBLIGATED to pay I have been paying every month. I need them to put the payment date as originally when I sign the agreement with was every 24 of the month. I don't know WHY THEY HAVE BEEN DIFFICULT with a customer that has been paying each month. They just need to bring back the due date if the original due date.
They are abusing. I am almost done with the finance, basically I gave the money that they anticipated to me to buy a car and they still abuse their power.
Business Response
Date: 06/18/2025
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, INC.

Customer Answer
Date: 06/20/2025
I am rejecting this response because:
I CANNOT BELIEVE THEY ARE SO DIFFICULT WITH A LOAN THAT IT IS ALMOST OVER. I WILL BE DONE WITH THIS LOAN NOVEMBER 2025 AND THEY ARE STILL NOT TRYING TO ACCOMMOATE??????? THIS IS UNREAL.
I WILL CONTINUE MAKING THE PAYMENT BY THE ORIGINAL PAYMENT DATE OF MY CONTRACT WHICH IS END OF EACH MONTHS.
CANNOT WAIT TO BE DONE WITH THIS BANK NEVER EVER AGAIN NOT EVEN IF YOU WILL JUST GIVE IT FOR FREE. I WILL TELL EVERYONE I KNOW TO STAY AWAY FROM SANTANDER.
Initial Complaint
Date:06/01/2025
Type:Delivery 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 hasnt been reporting any of my payments to the credit bureau which is negatively effecting my credit. When I reach out to them they say their offices are closed during hours when their website says theyre open. I cant get a live person to discuss any of this with and Im trying to trade my car in.
Business Response
Date: 06/16/2025
Dear Zuri Gideon,

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:06/01/2025
Type:Service or Repair 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.
Purchased a vehicle in 2019, from Parks Chevrolet at the Lakes in ************ **. They told me I had to put $5000:down to get the deal done. I told them I didnt have that kind of money at the time until my tax money came in. They said I could right a post dated check. I said so I will have to wait 30,days to get the car they said No , we have to tell the bank cash anyway because if we tell them cash they will not do it . They deposited the check early and I didnt have the money , anyway they picked the car up . After going back and forth with them and their threats . They said they was going to get me for identity theft, stealing , and more. I recently found out a month ago that my husband as a warrant on him for false pretense on the vehicle. His name is not on the contract at all. The check is from my bank .I remembered filling the check out I also have a letter stated from the bank there was no identity theft at all. I disputed w ****, because I have a charge off on my credit that is hurting me from buying a house , also with me just finding this out I thought that would investigate the problem instead their response was we regret hearing this . They are still reporting this on my credit after selling the vehicle , they never sent a 1099-c . I have all documentation. They are inaccurately securatizing a debt . They need have done wrong and the dealership. One by lying to me for cashing my check early , the bank knows what goes on to get the deal done. I was refuse my file from the home office from Parks Dealership. I have sent letters now to you , State Attorney General, **** ****** , **************, the **** CDK Global and the *** on Santander which has already been done about no 1099 -c. Account number to write down , I will put one of the 4 I have that is on each bureau and the paper they sent back on their dispute .
Business Response
Date: 06/10/2025

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, INC.
Initial Complaint
Date:05/30/2025
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.
Hello, in February I changed companies and refinanced my car loan with another company. Santander sent me a text on March 4 indicating a refund of ****** would be sent to me, after 30 days of not receiving it I called and found out they sent it without adding my apt number therefore I would not receive it. I asked for it to be reissued to the right address and was told it would be. Now another ********************************************************************************************* they cant find my account, I call back again give me another number to a card issuing line that deals with a plasma bank and tells me the card thats being send to me will have $0 on it, call back again and get another number that still couldnt help me. I just want my refund sent to me immediately at the correct address on file which they have now had for 3 months.
Business Response
Date: 06/12/2025
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 ****
Initial Complaint
Date:05/30/2025
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 find this account to be incorporated with inaccurate information, I strongly believe this to be misleading and misrepresentation of my credit history.
Business Response
Date: 06/06/2025
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, INC.
Initial Complaint
Date:05/28/2025
Type:Service or Repair 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.
Im a 21-year-old full-time college student living independently after losing both of my parents. My father passed away in 2012 and my mother in 2022 due to cancer. I have no family to rely on for financial support. I leased a vehicle because it made financial sense at the time, given my job and the support that I had then. I needed a reliable car as I was traveling often for work and managing ongoing expenses. Recently, I contacted Santander to explain that Im going through a short-term financial hardship. I am willing to attach documents that you may need. I am in between semesters, currently unemployed while looking for a job vigorously at the moment and was also recently laid off. Im doing everything I can to make ends meet. I am responsible, all alone for covering rent, school expenses like my student loan, and basic transportation in an area where public transit isnt viable. I reached out to ask for temporary assistance, such as a hardship plan, payment pause, or even partial payment options to prevent falling further behind. I spoke with Viaas (Employee ID: ******* who told me without offering alternatives, that I must pay in full by the due date or my account will stay late. I asked for options or a supervisor and received no support. This is disheartening because Santander even has a support article that states that I should reach out if I do have a financial hardship. This is so exhausting at the moment and I reached out exactly as you mentioned. Not to avoid my responsibility but to maintain a good relationship. The lack of understanding has really affected me. The fact that I am managing everything alone, with no safety net and this experience has taken a greater toll on my mental health as I get closer to the due date of May 31. I am asking for this to be reviewed with compassion and for a temporary solution. Whether that is a deferment, reduced payments, or any other form of support so I can get back on track.
Business Response
Date: 06/02/2025
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, INC.

Customer Answer
Date: 06/02/2025
I am rejecting this response because: Thank you for checking this for me. However, I reject this response. I do appreciate the apology and empathy you have with this, but the reply does not offer a realistic solution or any meaningful assistance to my situation. I am a full-time college student living independently after the loss of both parents. Ive made good faith efforts to communicate and resolve my lease account but I was simply told that there are no hardship options. This is so upsetting after you literally have a support article that explains to call if I need help: ***************************************************************************************************************************************;
Im not asking for a full waiver or forgiveness, only a temporary or modified arrangement to avoid default. Many financial institutions are willing to work with customers under hardship. I would still appreciate a more compassionate and flexible response, and I remain willing to work with Santander directly if given the opportunity.
Thanks in advance.
Business Response
Date: 06/09/2025
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, INC.

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