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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

    • 2,023 total complaints in the last 3 years.
    • 749 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:05/05/2025

      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 paid for ************* through this company when I bought the vehicle. They took my money, with a signed contract, and did not pay the 3rd party gap insurance provider. A few months later, I got into an accident and the vehicle was totaled. When trying to file a claim for GAP, I was told it was never purchased. After jumping through hoops for two months, it was found that it was Chrysler Capitals mess up. I expressed my concerns with late payments, hits to my credit, as i couldnt pay two car payments due to their mess up. I was assured that my account would have notes in it, and would not be reported as late payments since this was their mess up and was being dragged out because of their mistake. Now, they are trying to get me to pay late fees, I have two late payments on my credit, and nobody is making good on the promises they gave me while this was being sorted out. I was told over and over that this would not happen and it is. Nobody will help me with the finance company, and I was laughed at when I said I was going to get a lawyer to get this resolved.

      Business Response

      Date: 05/14/2025

      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, 

      Chrysler Capital

    • Initial Complaint

      Date:05/04/2025

      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 disputing the completeness and accuracy of the account and or incomplete and is causing me financial and emotional distress because of its derogative nature. Under the strict laws of FCRA, specifically section 611(a)(5) treatment of inaccurate or unverifiable information, if an item of information is found to be inaccurate or incomplete or cannot be verified the consumer reporting agency shall delete that item of information or modify that item as appropriate based on the results of the reinvestigation. I do NOT have a contract with this company and want this removed of my credit immediately.

      Business Response

      Date: 05/08/2025

      Dear Ayrmon ******

      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:05/03/2025

      Type:Billing 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.
      My loan company for my car, Santander, harasses me constantly. They call me almost daily. I have made ***** dollars in payments over the last 8 months, but I can't get caught up. I really need help seeing if they will put the remaining balance of payments on the end of loan and extend it. I just paid them $1,150 yesterday. In two weeks, they want another $1,625. Yesterday, even after I paid the $1,150, I got another call from them. I missed the original call, but called them back. The representative on the line was not helpful at all. He threatened repossession (again). I felt pressured into agreeing to pay the remaining balance off, $1,625. I do not have that kind of money for just a car payments in one month. I understand that it was my fault that I got behind on my payments, but I have been trying for months now to get caught up. They have threatened repossession several times. I have tried to explain to them that I didn't mean to get behind. I have two twin babies and private health insurance. They both require helmets to correct their head shape. For three months, I had to pay $1000 per baby for treatment because I have private health insurance through my employer. I don't know what else to do. I am trying to work with Santander to get caught up.

      Business Response

      Date: 05/07/2025

      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: 05/08/2025

      I have reviewed the business response and accept this resolution. 

    • Initial Complaint

      Date:05/02/2025

      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.
      I have been asking for my contract since I received this vehicle to understand how Santander is able to go against their own policy. The website states if I have an issue paying I can ask for a deferred payment. It does not state the agents have the authority to tell me no! Ive been paying this car note but I have a balance that I cannot get rid of based on how Im paying. I asked for a deferred payment to help me get back on track with on time payments. I understand this makes the loan longer which is fine Im the one responsible for paying it. But to tell me no, makes me feel like Santander wants me in a repossession and Im trying to avoid that! Ive been paying every month but I cannot clear the balance and dont want my car taken. *** reached for help and have been told their payment policy is in my contract, I dont have and have yet to receive

      Business Response

      Date: 05/14/2025

      Dear Melitta JoyRiley,     

      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:05/01/2025

      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.
      This is an easy one: Santander USA continues to call my home, including yesterday & today, and each day since receiving my brand new landline Phone number **************, some two months ago. After receiving eight phone calls from my landline phone, and after checking if this company is a registered scammer via online computer, I finally decided to answer their call. The Santander representative **************, answered and asked me to provide my name, my phone number, my address and email address then put my call on-hold. *** came back on phone and told me that...."I wasn't on their list of consumer debtors to call, I had NO debt with any automobile, my name is not on any list for a delinquent automobile debt (both cars were all paid off, 12yrs ago), no debt with a LEASE or default on any bill, nor credit card debt.....". *** stated she would remove my INFO from their Santander Listing. However, I STILL GET CALLS EACH DAY, 17 CALLS IN MARCH 2025, NO ONE ANSWERS THEIR PHONE AFTER I ANSWER THEIR CALL....THEIR PHONE CALL IS SILENT, NO ONE ANSWERS THE PHONE FROM SANTANDER ***. I am an *********************** Veteran with 26yrs of ****************** I am a ************************ and I am 68yrs old with no debts, NONE. I have not received any notification from a debt collector via postal service, in writing of any DEBT. I do not understand.....why does SANTANDER USA continue to call everyday ? Please, I do not want this harassment.

      Business Response

      Date: 05/13/2025

      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 ****

    • Initial Complaint

      Date:04/29/2025

      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.
      Dear Santander Consumer USA,Thank you for your response regarding my complaint submitted through the **** Complaint Portal on January 30, 2025. While I appreciate your efforts in reviewing my dispute, I must express concern that I have not received any detailed validation or supporting information regarding the disputed debt, which I specifically requested. Under the Fair Credit Reporting Act (FCRA), specifically Section 1681i, a consumer has the right to dispute inaccurate information on their credit report and request that the data furnisher validate the disputed information. Furthermore, as per Section 1681g, I am entitled to receive specific details about the debt, including the name of the creditor, the amount of the debt, and the verification of its validity. Without this essential information, I am unable to properly verify the debt's accuracy and cannot accept the dispute process results. Therefore, I respectfully request that Santander Consumer USA provide clear documentation validating the debt, the name and contact information of the creditor, and any supporting evidence verifying the debt's accuracy. If this information cannot be provided, I request that the disputed item be removed from my credit report in accordance with **** guidelines. I look forward to your prompt response, including the requested validation and supporting documents.

      Business Response

      Date: 05/06/2025

      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 ****

    • Initial Complaint

      Date:04/29/2025

      Type:Order 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 not liable for this debt with Santander Consumer USA. I do not have a contract with the collection agency trying to collect the debt. They did not provide me with the original contract, as I requested.

      Business Response

      Date: 05/08/2025

      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:04/29/2025

      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 filing this formal complaint against Santander Consumer USA due to their failure to honor a lawful tender of payment, refusal to return the negotiable instrument or provide any justification for their denial, and continued harassment in violation of federal consumer protection laws.1. Tender of ****************** Without Justification for the past three months, I lawfully tendered payment using a negotiable instrument, in compliance with Uniform Commercial Code (UCC) ***** and UCC ***** ************************ Santander refused to honor this valid payment, yet never returned the negotiable instrument nor provided any formal written explanation for their rejection of the ********** failing to return the instrument or justify their actions, Santander engaged in deceptive financial practices, violating Federal Consumer Protection Laws and Fair Debt Collection Practices Act (FDCPA) 15 U.S.C. 1692e (Misrepresentation in Debt Collection).2. Discharge of Debt via Accord and Satisfaction As per UCC *****, the debt was lawfully discharged through ********************** meaning Santander has no further claim against the account. Despite this, they continue to attempt collection and wrongfully impose liability, disregarding basic contractual and commercial law principles.3. Unlawful Collection ********************* Santander has continued to harass me with threats of repossession, despite knowing the debt has been discharged. Additionally, the repossession company has no privity to the contract, making any seizure of my vehicle invalid under contract law.This behavior violates:FDCPA 15 U.S.C. 1692d & 1692f, prohibiting deceptive and unfair collection practices.4. False Credit ********************** of Consumer Rights Santander also reported false late payments to credit bureaus, failing to mark the account as disputed/litigated, violating:Fair Credit Reporting Act (FCRA) 15 U.S.C. 1681s-2(a) FDCPA 15 U.S.C. 1692e(8)

      Business Response

      Date: 05/08/2025

      Dear Djumania ******,       

      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:04/28/2025

      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 have attempted to bring to this institutions attention of their unconstitutional practice of not following the ***** guidelines for a creditor to treat a payment as late. I have notified them twice, one via certified US Postal Mail, and two, through the ***** I have notified them at the address specified that specific information was inaccurate; and my reasonable cause to believe that the inaccurate information was unlawfully reported was based off guidelines for creditors when reporting consumers information to CRAs from the ***** They are in violation of many congressional codified laws; given that this is my third attempt to fix this issue with them, 15 U.S. Code 1681n -Civil liability for willful noncompliance, for example.They responded that, We have enclosed copies of documents which validate the account, its status and balance owed. My disputes were specific and **** focused. I did not dispute the validity of the account; I requested information for the reasonable procedures used that they should have had designed to ensure that the periodic statements including the information from 15 usc 1637b were mailed and delivered to me, the consumer, no later than 21 days before the payment due date, but instead, received copies of dealerships documents and accounting and payment history documents, but nothing that proved that periodic statements were first sent before the negative items were reported to my consumer report. They provided no steps of what lawful methods were used when they investigated my dispute. 15 U.S. Code 1666b - Timing of payments (a)TIME TO MAKE PAYMENTS A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose, unless the creditor has adopted reasonable procedures designed to ensure that each periodic statement including the information required by section 1637(b) of this title is mailed or delivered to the consumer not later than 21 days before the payment due date.

      Business Response

      Date: 05/07/2025

      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.
      Chrysler Capital

    • Initial Complaint

      Date:04/28/2025

      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 disputing the reporting of a joint auto loan account (Account #************** that Chrysler Capital has marked as charged off. This account appears on my credit report with inconsistent information between bureaus. For example, ******* shows a $0 balance and $0 high credit, while others show a balance of over $5,000. These discrepancies raise serious concerns about the accuracy and validity of the data being reported.Additionally, this vehicle was either voluntarily returned or repossessed, and the current balance being reported does not appear to reflect the actual amount owed after that event. I have submitted a formal Section 623 dispute letter to Chrysler Capital requesting documentation and verification of the account details but have yet to receive any response or resolution.This inaccurate and unverified tradeline is causing undue harm to my credit and is a violation of my rights under the Fair Credit Reporting Act (FCRA), which requires furnishers of credit data to report accurate information and to investigate consumer disputes in a timely and verifiable manner.Resolution Sought:I am requesting that Chrysler Capital either:Provide all original documentation verifying the accuracy of this account (including contract, payment history, and final balance calculation), orPermanently delete the account from ALL credit reporting agencies due to the failure to verify the data.Thank you for your attention to this matter. I hope to resolve this quickly and amicably.

      Business Response

      Date: 05/08/2025

      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, 

      Chrysler Capital

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

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