ComplaintsforSantander Consumer USA, Inc.
Consumer Finance Companies
HeadquartersMulti Location Business
Additional Complaint Information
Customer Complaint:
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Complaint Details
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Initial Complaint
10/28/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Hello BBB:My name is ****** ***** and I was attempting to purchase a vehicle from CARMAX where SANTANDER ******** approved my loan. Part of the process requires identity identification and SANTANDER is stating there's an error. SANTANDER uses ***** NEXIS for identity verification. I contacted ***** NEXIS (case #******** & #********) multiple instances. They mentioned that due to an identity theft case(FTC #*********) I had 5 years ago, that was why SANTANDER couldn't access it. I provided them copies of my:passport, drivers license, SSN card for my identity verification. They unfroze my account (I was advised during my identity theft incident to have a freeze there) and mentioned it should work. They also advised me that they should do a manual verification as they've seen this with previous identity theft issues..When I reached out to CARMAX to have them try the identity verification, they said it failed again and SANTANDER wasn't responding to do a manual verification. I've been approved for this loan, encountered multiple inquiries on my credit reports because of this issue and for some reason, they're not willing to do a manual verification despite my explanation. I'm requesting your help to intervene in having this done. I contacted SANTANDER and they mentioned they could only talk to the dealer (CARMAX) regarding this. I escalated to ****** corporate and they're trying to resolve it also with SANTANDER...CARMAX mentioned all of my documents including paystubs, employment verification, utility bills, drivers license, insurance was sufficient. I've already purchased insurance for this also. Thank you for listening.Business response
11/06/2024
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
10/28/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am no liable for this **** withSANTANDER CONSUMER USA I do not have a contract with the collecting agency that is trying to collect and report to my credit report.Business response
11/06/2024
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
10/28/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I am not liable to the debt owed to Santander Consumer.Business response
11/06/2024
Dear Colby ************ 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
10/26/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I purchased a vehicle from a Chrysler dealership and had it financed through Chrysler Capital, the loan started in July of 2016 & was supposed to only be a 6 year loan, but every month I make the contracted loan amount payment and on some months I make 2 payments, They keep saying I owe what I am paying, I need someone From the BBB to help me with resolving why Chrysler Capital keeps charging me for a loan that should have already been fulfilled.Business response
11/04/2024
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 CapitalInitial Complaint
10/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
SANTANDER CONSUMER USA ADDRESS: ******************************** ***************** ***:$2,532.00 PLEASE REMOVE IT FROM MY CREDIT REPORT.Business response
11/06/2024
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
10/25/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am writing to dispute an account that was fraudulently opened in my name with Santander Consumer USA. I became aware of this unauthorized account after reviewing my credit report.Details of the fraudulent account:Creditor: ********************** Date Opened: 05/05/2017 Account Number: ***************** I did not apply for this account, nor did I grant authorization for anyone to do so on my behalf. I am a victim of identity theft, and I am seeking assistance in resolving this issue Please investigate this matter, close the fraudulent account, and remove it from my credit report to prevent further harm to my financial standing.Thank you for your prompt attention to this matter.Business response
11/06/2024
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
10/24/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I suffered a total loss back on 5/3/2024 in which I did notify my insurance company, santander and my gap claim insurance. I had been told that my insurance would cover the total loss of the car any amount remaining should have been paid by my gap insurance. I received a letter by mail last week by Santander the 1st one since my car was totaled informing me that i owe around $2000. When I check my account, I come to find out that i'm being billed monthly charges since July until now for a car that i no longer have. I called spoke to a representative who informed me that due to my account being a total loss that that was probably the reason why I wasn't notified sooner which i find to be absolutely ridiculous. That i'm supposedly still responsible for monthly payments which again doesn't make sense to me because my insurance company made a payment and my gap insurance should have covered the rest. There should be no reason as to why i should be billed for something I haven't had since May. Now if for reason I still needed to be billed why didn't Santander send me any type of notification informing me of this????? That way I could of addressed this matter sooner than later. When i had an active account i would get emails statement or text messages about my payments and now not once did I get anything, absolutely NOTHING!!!!!!! The lack of communication is completely unacceptable and I should not have to be penalized for a car that i no longer have. I just called customer service to find a solution spent 10 minutes waiting to speak to someone to tell me all she could do is sent a complaint transferred me to the insurance department with santander to wait another 10 minutes after over 30 minutes of a conversation to get hung up. I need someone to address this matter because i refuse to be held responsible for something I was not ONCE made aware of.Business response
11/06/2024
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
10/23/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
My 2017 ***** Cruze was totaled out back in June 2024. The insurance company ***** sent over my total loss letter to Santander bank. The bank did not contact my dealership to let them know they received this letter. I had called the dealership a few times to see if it had sent over yet. My credit report shows $5,400.00 still owed on my car. I have gap insurance. And also the warranty was never canceled. This has made it very difficult to purchase another car so I am able to commute to work and school. I am now finding out today that the bank had not done what they were suppose to and has given me a hard time about clearing out the loan on the car.Business response
10/30/2024
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
10/23/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Subject: Complaint Against GM Financial Regarding Inaccurate Account on Credit Report Dear Better Business Bureau,I am writing to file a formal complaint against GM Financial for reporting an inaccurate account on my credit report. Despite my attempts to dispute this account through the credit bureau and GM Financial, the account remains unresolved and is negatively impacting my *********** are the details of the disputed account:Creditor Name: GM Financial Account Number: ************ Date Opened: 06/09/2023 This account does not belong to me, and I have no dealings with GM Financial. I have contacted both the credit bureau and the creditor regarding this matter, but the issue has not been resolved.I request that the BBB assist in having this erroneous account removed from my credit file to ensure that my credit report is accurate.Thank you for your assistance in resolving this issue. I look forward to your prompt response.Business response
11/05/2024
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
10/22/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am writing to formally dispute multiple unauthorized credit inquiries made by Santander Consumer USA that have appeared on my credit report. I am a victim of identity theft and have filed a complaint with ***************** to address this issue.The following inquiries were made without my knowledge or consent and are fraudulent:Santander Consumer USA - Inquiry on 10/8/2024 Santander Consumer USA - Inquiry on 10/1/2024 Santander Consumer USA - Inquiry on 8/26/2024 Santander Consumer USA - Inquiry on 8/25/2023 I demand that these unauthorized inquiries be removed from my credit report immediately. I expect the Better Business Bureau to take swift action by contacting Santander Consumer USA and the credit reporting agencies to ensure the deletion of these inquiries.Business response
11/04/2024
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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Contact Information
Customer Complaints Summary
2,020 total complaints in the last 3 years.
756 complaints closed in the last 12 months.