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:04/27/2025

  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've been trying desperately to resolve my late payments and fees with Santander so that I can remain on time with my payments in hopes of refinancing with another creditor. I called in early April to see how I can get my payment caught up and was told that If I could pay the the past due amount for March of $450.78 and include the past due fees of $261.71 before my April bill is due that I would be all caught up and ready for my April 27th payment for the amount of $719.41. I made the payment on April 17 in the amount of $715.77 ($450.78 + $261.78) which has a fee installed for making the payment online with a debit card. So I called back a few day after I had made the payment to confirm that the late fees were covered with the payment and to find out that they were not. The individual said that he would get the account straightened out and that the late fees would be removed and that it would take a few days to reflect so I waited until the following Thursday, checked my online account to see that my account had still not been updated to reflect the late fees in the amount of $561.71. Instead they took it upon themselves to apply $468.57 to principal and $243,92 towards interest. So I again called back and spoke to another individual who told me that the request had been made to have funds applied towards my late fees had been denied. I asked to speak with a supervisor and asked why the $450.18 was not broken down to cover the principal and interest ? Why was my late fees not covered with the $261.71 that I had provided and she could not give me an explanation but that if I pay my April pymt that I will be all caught up with my pymts? How is this so? When that $261.71 in late fees/ charges still appear on my statement? At this point I'm never going to get this $261.71 paid off of my account because they keep applying it to other places. I just want the amount that I paid applied to my account properly, and not to the interest. As a consumer this if very unfair.

  Business Response

  Date: 05/07/2025

  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:04/26/2025

  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.

  My account was due for repossession, they decided to send two men in a tow truck, who refused to provide proof of repossession, threatened to grab me and throw me out of my vehicle, and then said theyd refuse access to my possessions in the car. I called police and they left. Called Santander to request a different tow company and file a complaint and got told that it was too bad, that they would do what was necessary to collect the car. So apparently if you miss a payment, you get threats of physical harm.

  Business Response

  Date: 05/08/2025

  Dear Madison ******,      
  
  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: 05/08/2025

  I am rejecting this response because:   
  Whether or not the car is due for repossession and is subsequently auctioned off was not the purpose of the complaint nor was being argued. The purpose of the complaint was that this company sends threatening and inappropriate people to retrieve vehicles due for repossession and, despite open complaints regarding their conduct, sent the same people again. The car and its repossession status is not the purpose of the complaint and this should not be the focus of the response, nor is it appropriate to attempt the collection of a debt through this platform. This company claims there is body cam footage, however the person that threatened me was not wearing a camera that day. There are multiple witnesses to such conduct and threats so I am rejecting this companys denial of the misconduct by ********************* and that they knowingly sent this company for vehicle recovery despite open complaints regarding personal safety by their customers. This company also failed to allow access to emergency medication until police were called. I have attached another review of this recovery company by an unrelated person because it is relevant to their conduct as a company.

  Business Response

  Date: 05/14/2025

  Dear ******* ******:
  
  Thank you for the opportunity to address your additional concerns.Please see our attached response with our complete review and resolution to your request.
  
  Sincerely,
  
  Santander Consumer USA ****

  Customer Answer

  Date: 05/14/2025

  I am rejecting this response because:   
  The matter has been filed with local law enforcement. I am rejecting your response because you have made no apology or even attempt to resolve the matter and are dismissing it. You can refer me to your previous responses, but they do not attempt to reconcile or resolve the matter and only attempt to collect a debt. You claim you cannot provide evidence against the repossession company, but you filed complaint on my (the consumer) behalf, are aware of law enforcement reports, and there are multiple witnesses to their behaviour. You are denying your role in this matter in that you knowingly contracted with a company that had active complaints filed against YOUR consumer. Your own customer service agent supervisor admitted that another service could have been used to responses the vehicle, as it was offered to us to have another company retrieve the vehicle, which was accepted, and yet the same company, once again, was used despite your own statements. This matter is not closed as I, the complainant, have not received resolution or even an apology for threats of physical harm.

• Initial Complaint

  Date:04/26/2025

  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.

  I started making extra payments on my car, I called today to make sure that the extra is going to the principle. I was told when I bought the car at the dealership that I allocate the extra to the principle. I just got off the phone with the Chrysler Capital and was told that I am not allowed to allocate payments to the principle and that the system decides where the extra payments are going. They also said there is no way for them to see where my extra payments are going. I already have an awful interest rate and am trying to pay the car down faster. It has to be illegal for them to not allow me to allocate the extra money that I am paying to my principle.

  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, 
  
  
  Chrysler Capital 
  
  
  

• Initial Complaint

  Date:04/26/2025

  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 demand this be removed from my credit history. Its false and has been a hinder fir me to succeed i nm

  Business Response

  Date: 05/01/2025

  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:04/25/2025

  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.

  Back in January I got two checks from Santander one was from overpayment on the loan, and the other was from canceling the extended warranty on the loan from ****** * I waited to cancel gap until I found out what they were paying for the vehicle* I found out since the vehicle was paid off I wasnt getting anything but I could cancel GAP and get the remaining money sent to me which was in the amount of 900 something * They sent this check to Santander to send to me * Santander told me they got the check and was processing it to send to me * I could expedite it and have them overnight it because I was mis told a lot of information * I then found out theyre keeping the money because they overpaid me and paid me already for GAP but they hadnt they only paid me for the overpayment on the vehicle and the canceled CarMax coverage * I spoke to another *** yesterday who told me she saw I still had a ***** dollar check that hasnt been sent out *Someone looked into it and told her Im not entitled to anymore money regardless of what the account is showing MULTIPLE ***s told me the money WAS mine * This happened on different dates and times and different ***s * At this point I think they shouldnt go back on their word and pay me the 900 dollars from where I canceled GAP myself

  Business Response

  Date: 05/07/2025

  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:04/25/2025

  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.

  Dear Better Business Bureau,I am writing to formally dispute several unauthorized accounts that have appeared on my credit report. I am a victim of identity theft and have filed a report with the ************************ through *****************, and have also reported the incident to relevant authorities. I am enclosing a copy of my Identity Theft Report along with supporting documents.Under the Fair Credit Reporting Act (FCRA), specifically 15 U.S.C. 1681c-2, I have the right to request the blocking of fraudulent information from my credit report resulting from identity theft. Additionally, under 15 U.S.C. 1681i, I am entitled to dispute any inaccurate or incomplete information with credit reporting agencies.Below are the specific accounts that are fraudulent and should be investigated and removed:SANTANDER 300002*********Reported Date: 9/30/2021 Dispute: I did not open or apply for credit with Santander. This is a clear case of unauthorized use of my identity.Resolution Requested: Block this item from all credit reports as per FCRA 1681c-2.

  Business Response

  Date: 05/05/2025

  Dear Carniesha ****** *****:
  
  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:04/24/2025

  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 bought a car and used Santander as my loan company, I have a billing issue they are sending me bills that are due on the third of the month but I do not recieve the bill until the 13th, the statement date isnt even until the 13th, but my bill is due on the third, Ive tried calling multiple times to get it changed and they are unable to change it, so Im getting charged late fees every month and damaging my credit because they are sending out my bill late

  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:04/24/2025

  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.

  I am filing a formal complaint against Santander Consumer USA regarding their failure to release a lien on my vehicle after the loan was paid in full.I paid off my auto loan with Santander on 3/26/2015 Despite this, I have not received a lien release letter. I have contacted their customer service multiple times and requested a lien release letter but each time Ive either received vague answers, been redirected, or told to wait with no timeline or confirmation of action.

  Business Response

  Date: 05/05/2025

  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:04/23/2025

  Type:Product 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 daughter, ******** got behind on her car payments due to a hospitalization and surgery. It kept her from work for about 5 weeks. She made an agreement with Santander Consumer to make up the payments. I stepped in for her. She gave me her Acct information and I went on the website to make a payment on 4/4/25. They had several options (most with additional fees). I opted for ****** because their website showed a ****** Credit option. I could catch her up and minimize fees plus giver her 6 mos to pay me back without additional interest. I processed a payment for $2006.75 but instead of going to ****** Credit it went to my bank ****. I was shocked. My daughter called Santander right away and asked them to refund the money. They said they couldn't and that we should stop the payment on the bank side. We did so successfully and thought that would be the end of it. ****** issued a negative balance notice on my Acct and has been trying to collect ever since. I placed a dispute with ****** which they denied because they don't have a way to categorize my dispute. I spoke to them over the phone and they said that Santander would need to refund the money. I told them that I didn't received the promised service of using ****** Credit. ****** claims that only Santander can control that. That they were allowed to put up the option and then not honor it. That constitutes fraud and deceit on top of being highly unethical. ****** still maintains that Santander must give the refund. We called Santander again and they refused to give the refund but couldn't give us a reason and asked me to fax a ****** statement (no screenshots). There is no ****** statement for this. I asked to speak with a supervisor she spoke to me for less than a minute before hanging up on me during mid sentence. If they processed the refund then I could catch up the payments but if ****** continues to go for the money then I can't. Santander just kept talking in circles with no solution.

  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, INC. 
  
  

  Customer Answer

  Date: 05/07/2025

  Santander did not give a solution but merely asked for a release of information form to be filled out and faxed to them. My daughter filled it out last night and I faxed it to them this morning. I can't accept or reject anything because they have not proposed anything. Their letter was so vague that it wasn't even clear on how to fill it out or who was to fill it out so this was filled out based on our assumptions and trying to cover all bases.

• Initial Complaint

  Date:04/23/2025

  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.

  Originally called Santander on 4/12/2025 seeking deferment for 3 months because of pending homelessness. I was told by employee that if I paid 78 dollars, then 3 months would be approved, and I had promised that full payment would be paid in July. With only 3 dollars to my name I then call my local Church explaining that if I paid the 78 dollars then i would be granted deferment. The Pastor then assisted that payment that following Monday, then called Tuesday (4-15-25) to only hear from another Santander employee say they will NOT honor that and only a 2 month would be available. i did have other parties were present during every call. State law having credible witnesses during call is within the law, however Santander continued to state they would not honor previous agreement. Beyond frustrated, I waited till today 4-23-25, I prayed with my family as they knew we needed 3 months to catch up. Again, I was told only 2 months were available. I then told employee that the Lord loves them, that God bless them and their family in ***** Name even though they couldn't help, i asked for a transfer to their boss then I was transferred where I also talked about the Lord, being outgoing, trusting of this company only speaking facts, but something happened, after I said *****' name, then NO OPTIONS for help were then stated!! Since when can companies make promises and agreements and not honor their side of a deal? Since when is it ok to discriminate Christians? I had others present during every call. Accountability, integrity and truth is what me and my family STAND for. now I'm worried of retaliation. I care for 7 kids, disabled wife, a veteran/retired law enforcement officer stage 4 COPD, any help is better than nothing, i could have used that 78 dollars to pay for food or towards our now 846 dollar light bill. I have been paying on this car since 2018/19. payoff is 1 year from now. Ultimately they created a new debt to my church!

  Business Response

  Date: 05/05/2025

  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.