ComplaintsforSantander Consumer Inc

• Initial Complaint

  20/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Mar 1 2023 I found a fraudulent credit inquiry (hard inquiry) on my Equifax credit report that was dated Jan 31 2023. I immediately phoned Santander Consumer to explain it was not me who was applying for credit. I am a victim of identity theft (starting in Dec 2022) and had a fraud warning with both credit agencies where they instructed lenders to contact me prior to doing a credit check/extending credit. I filed a police report with Calgary Police Service regarding the identity theft as well as notified them of further credit inquiries. When I contacted the company Mar 31 2023 they told me someone was using me as a co-applicant for an auto loan. The contact number they listed was ************. Someone who said her name was ***** applied and said she was my daughter in law and listed her employer as ******* *****(?). The company said the applications were being reviewed and that they have now been cancelled. I disputed the credit inquiry with Equifax and on Apr 14 2023 the reply from Equifax was: "The following items were confirmed as valid, accordingly no amendment will be made: DATE Creditors Name Contact Number 2023-01-31 SANTANDER CONSUMER ***** ******** Your dispute request is now formally closed. If you have any questions related to this request, please contact the creditor(s) directly." Since this email in Apr 2023, I have contacted Santander Consumer on a number of occasions (by phone and then today by email) asking them to contact Equifax to have the fraudulent inquiry removed as the information Santander provided to Equifax was that it was a valid inquiry. This fraudulent credit inquiry continues to sit on my credit report which affects my credit. The response Santander provided me today was "Unfortunately, there is nothing that we can do on our end.  I would contact Vancouver Auto credit as they are the ones who provided us with the information and follow up with the credit bureau as well." I need Santander to remove the fraudulent inquiry.

  

  Business response

  22/03/2024

  We are sorry to hear about your situation and apologize for the previous Equifax reply. We have submitted a request to have the inquiry removed, so it will be removed as soon as Equifax processes our request. Should you have any further questions or concerns, please don’t hesitate to contact us at **************! 

  Customer response

  22/03/2024

  
  Complaint: 21461775
  
  I am rejecting this response because:
  I would like a specific employee name, their job title, and contact number (not the general customer service number) who I can reach out to for further assistance if Equifax doesn’t remove the fraudulent inquiry. So far the numerous Santander employees I’ve spoken to over the last year have not provided any assistance in correcting their error and I’ve tried multiple avenues to have this resolved.

   

  
  Sincerely,
  ******* *********
  

• Initial Complaint

  28/07/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am not liable for this debt with santander consumer inc, i do not have a contract with santander consumer inc. they did not provide me with original contract as i requested.

  

  Business response

  31/07/2023

  ********,

  Thanks for reaching out! We do show an account in your name. Should you require further information, please contact us at ************** so we can verify your identity and provide any documentation you require.

  Customer response

  31/07/2023

  
  Complaint: 20390598
  
  I am rejecting this response because:

  I am not liable for this debt with Santander consumer Inc I do not have a contract with Santander consumer Inc they did not provide me with the original contract as requested. I would like this removed from my credit report.
  Sincerely,
  
  ********* *******

  

  Business response

  03/08/2023

  As previously stated we can provide a copy of your contract, however we will first need to verify your identity. Please contact us at ************** so we can provide a copy of your contract to you.

  Customer response

  03/08/2023

  
  Complaint: 20390598
  
  I am rejecting this response because:
  This information is incorrect and needs to be removed from my credit report.
  Sincerely,
  
  ********* *******

• Initial Complaint

  10/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had financed my first vehicle with Sanatander Bank in May of 2022. Everything was great, every payment was on time. The car broke down in November 27th 2022, I didn't drive it for 3 months, 4 now, due to it being broken down and in shop, out of town. I still made payments even when not driving it. I found out it's transmission is completely done and broken. Cost to repair with the dealership is $8,700.00, which I cannot afford. The dealership promised another car but now only if I get a cosigner, which I did NOT need in the first place. This car was made without a dipstick to check my transmission levels, no lights had come on, and it died on me. It had 2 active recalls. Anyways, I wanted to voluntarily surrender this car, as I have a different car now and my personal older truck that I had before the broken down one. I got the dealership to close my account and void my files because I refuse to work with them after this. I refuse to pay for this car anymore and want it off my hands. Santander refuses to take it back and will not disclose why. Please help!

  

  Business response

  12/04/2023

  We are very sorry to hear about the issues that you are having with your vehicle. Unfortunately, we only provide financing for your vehicle purchase and any condition issues do fall between yourself and the dealership.

  
  Regarding a co-signor being required, we would not specifically request that a co-signor be added to any application, however the dealership may require this to get an approval that fits their deal structure. Obviously, the issues with the vehicle do affect the value so when the dealership is trying to do a trade in, they do still have to pay out your current loan but at the same time are not able to offer you the full value of the vehicle towards this payout given the mechanical issues.

  
  It is a similar reason why we may choose not to repossess a vehicle with these issues. After all associated costs of repossession including bailiff fees, towing, storage etc., depending on what the vehicle is sold for at auction, it could add an additional balance to your loan.

  
  Again, we are very sorry to hear about your situation but unfortunately on our end we don’t have a lot of options in this case. I do not show that you purchased any additional warranty with your vehicle so unfortunately you would remain responsible for the cost of repairs as well as continued payments as agreed to in your Conditional Sales Contract.

  Customer response

  12/04/2023

  
  Complaint: 19915978
  
  I am rejecting this response because:

  If there's not a lot of options for me then can't you describe what options I even have? I can't fork over minimum 4 grand in a day even for a used transmission. I have 2 active car loans and don't need santander consumers vehicle. Can't you even just calculate out what it'd cost to reposses it to give me an idea?
  
  
  ***** *******

  

  Business response

  12/04/2023

  Due to the current condition of the vehicle, we will not be proceeding with repossession. Even if we did choose to repossess, it would be next to impossible to provide any sort of estimate. It all depends on what the bailiffs charge to repossess, tow and store the vehicle, but more importantly what amount it will actually sell for at auction once that process is completed. 

• Initial Complaint

  07/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Credit check done without authorization

  

  Business response

  08/03/2023

  
  Hi ******,
  

  Thank you for reaching out to us with your concerns! We have reviewed your inquiry and it does appear that an application for credit was submitted on your behalf by the dealership “*** ****** **** *****”, ***** ********.

  
  Typically, when you are looking into a vehicle purchase, the dealership will submit your application for financing to multiple banks or finance companies. If you did not authorize this credit application, you will need to contact the dealership as they obtain your consent to apply for financing for your purchase.

  
  Should you have any further questions or concerns, please don’t hesitate to contact us!

  Customer response

  08/03/2023

  
  Complaint: 19551720
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******

   

  I reject based on the fact that i did not apply for a car loan. Was suppose to be something else.  However I will contact the company to clarify why they put it through as such

   

• Initial Complaint

  09/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I live in Ontario and received a car loan from santander in October 2019, my payments are $188 biweekly and I have perfect payments on my loan. There has been at least two times to my knowledge just In this past year, once in July and now again in November, that they haven't subtracted any amount of money paid into my car loan whatsoever. It is a 54 month loan so I should be finished paying it off April 2024, i currently still owe $6890 the only way that it would even be possible to pay this off on time would be for them to collect 0% interest the remainder of the term. I believe this may be a fraudulent practice they are imposing on me to collect more money.

  

  Business response

  10/11/2022

  Hi *******,
  Thank you for your inquiry. We have done a full review of your account and all remitted payments have been posted to your account. Your two payments in July 2022 were received and applied and you have not yet had a payment run in November. Your next payment will be running through your bank account tomorrow.
  Additionally, based on your balance as of today as long as all future payments are made on their due date you have approximately 48 bi-weekly payments remaining with a final partial payment of $102.42 on 08/30/2024 to pay the loan in full.
  Your loan maturity date has been extended slightly due to 2 late payments and 2 payment date changes on your account. Should you wish to confirm this, you can always contact us at 1-888-486-4356 to request a full account ledger, or you can access your account online at ***************************************

  Customer response

  10/11/2022

  
  Complaint: 18383501
  
  I am rejecting this response because: both of the 2 late payments were not late payments they were bank errors and were fixed immediately as well as the second late payment was attempted to be paid the day the incident occurred but it was your representatives who would not allow me to pay it that day
  
  Sincerely,
  ******* ****
  

  

  Business response

  10/11/2022

  *******,
  
  Unfortunately, even if it is a bank error, when the payment is not received on its due date and is made at a later date this will cause the loan to accrue additional interest than if it had been made on the due date. We do see that the payments were made up in a timely manner, so the two late payments have a minimal effect in your particular case. The main reason the loan is extended is due to the permanent due date changes. If you are disputing the interest calculations, please contact us so we can provide you your full account ledger showing all payments including interest/principal allocations. We have confirmed that your loan is accruing correctly based on the account history.

• Initial Complaint

  15/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Good afternoon, I currently have a auto with Santander consumer Inc, I have a payment coming out the 20th of each month. Santander has decided to take the payment on the not authorized date which is today October 15th 2022. I am now -121 in my bank account. No payment arrangements were made at all. Now I also have to pay a NSF fee with my banking provider

  

  Business response

  17/10/2022

  Hi ****,
  
  Thanks for reaching out to us! Upon review of your account, I do see that we re-attempted your last regular pre-authorized payment that returned to us. This is done in accordance with your PAD agreement with us. In addition, as standard practice the Canadian Payments Association does allow pre-authorized debits that are returned as ‘NSF’ to be re-attempted within 30 days of the original returned payment. As a courtesy to you we can waive the NSF fee on our side if appropriate payment arrangements are made to resolve your past due balance. Please contact us at 1-888-486-4356 to discuss your account further.

  Customer response

  17/10/2022

  
  ********** ********
  
  I am rejecting this response because:
  I was called on October 13 2022 and was threatened the vehicle would be

  Repossessed if I did not pay a thousand dollars. I told santunder I did not have 

  A thousand dollars to cover that, I even offered to return the vehicle. The lady informed

  Me don't bother we will have a bailiff pick it up. A bailiff from high prairie alberta 

  Phoned me this Same day October 13 2022 asking where the vehicle was.

  The early morning of the 14th 700 dollars which is not even 1000 or my regular 

  Payment amount of 747.00 was withdrawn from my account. 

  IF santander returns my money so I can pay my utilities and returns the NSF charge

  I will be satisfied

  Sincerely,
  
  **** *****

• Initial Complaint

  26/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Hi there, so I purchased a car back beginning of may with santander consumer I ended up swapping banks and work in remote areas a lot so don’t have a lot of time to make calls or even emails I tried calling and emailing them when I had the chance and kept getting voicemails and no response from either email or phone, I got a response July 6th finally with no real info so I responded to that email asking my questions again on getting everything caught up and fixed. No response again I emailed this email on the 22nd after waiting over 2 weeks. On the 22nd they responded quickly and finally I was getting info I was ecstatic as this meant I could get everything fixed I told them I could catch up in two payments the second payment I was a day or two late due to being out at site with no reception they were aware my old account was inactive and yet kept trying to take payments out racking up 80 dollars in nsf fees every time they also hired a bailiff on the 22nd which would not of happened had my email been responded to in a timely manner on the 6th rendering it almost virtually impossible to catch up and pay these fines due to their lack of contact I have paid up to date besides the bailiff fees and will be paying my payments manually as I found out I could do that now until this matter is resolved I informed the, I will no longer be communicating with them until I have heard from you guys or my lawyer in this case as I don’t see how their lack of communication when I was trying to pay them merits them ignoring me and causing more financial stress from their I guess he only thing I can call it laziness or unwillingness to respond to my email and hiring the bailiff when my emails\ clearly showed I wasn’t to pay but had no instructions or communication on how to do so please help me advise on what I should do here. I spoke briefly with ****** when I called the bbb number and she was very helpful in directing me here. Thank you for reviewing this

  

  Business response

  29/08/2022

  Thank you for your inquiry. Unfortunately we are unable to waive any fees off of your account as a bailiff was hired due to multiple missed payments. It is your responsibility to ensure that your contact information is up to date with us and to ensure that your payments are made as agreed. As soon as your account falls into default, we attempt to contact you daily through a variety of methods such as telephone calls, email and even via SMS message. We were advised that your telephone number was the wrong number when calling and sending text messages to you. In regards to you not receiving a response, we did in fact email you on July 6th asking you to contact us to discuss your account to which you replied that you would "call when you can". We did not receive any further communication from you nor were any of your missed payments made up which resulted in your account being escalated for further action. 

  Customer response

  29/08/2022

  
  ********** ********
  
  I am rejecting this response because: even though I said I'd call when I can I didn't even get an email of acknowledgement to this effect nor was there any follow up till I contacted again. And had given my correct phone number when contacting someone after the 22nd while trying to catch up as the dealership gave you the wrong info. And it still wasn't updated till the past couple of days when I called in and spoke to an agent. You have had my correct number since late July. I also said that I would not be contacting the company outside of this method through the bbb and yet your repossession department is still trying to contact me outside of this. It's not my fault either when your staff doesn't want to do their jobs and update my number when you had it for over a month, it's also not my fault when the dealership has given you the wrong info when as far as I'm aware they gave it to you properly 
  
  Sincerely,
  
  ****** *******

  

  Business response

  01/09/2022

  ******,

  The fees are a result of a bailiff being hired due to your payments not being made as agreed. We attempted to contact you via the information provided to us on your file and we did have contact with you via email as you stated. You advised us that you would call the office to make arrangements on your past due balance, however when you failed to do so your account was escalated for repossession. Regardless it is ultimately your responsibility to ensure that your payments are clearing your bank account and being made as per your contract. We understand that sometimes things happen, and are more than willing to work with you so in the future, if you are unable to make a regular payment we have options should you contact us before the payment runs through your account. In the event this is not possible then please ensure that you contact us after any defaulted payments to make arrangements and avoid your account being escalated as it was. As a one time courtesy our repossession manager is willing to waive a portion of the fees once the remainder are paid. Please contact us at 1-888-486-4356 to arrange payment.

• Initial Complaint

  04/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Santander (********) took my car back in July of 2020 and since then they have reporting the wrong information to the credit bureau and it is impacting my current job. I have called and apparently there is only 1 person in the entire company that is able to help me and I've left them 8 voicemails and there's been no response from the company. I was verbally told that the balance was charged off due to the laws and regulations in Alberta but they refuse to issue anything in writing or correct my credit reports. I have received legal advice and I would much rather get this matter corrected without having to pursue legal action but it is hard when no one is willing to contact me.

  Customer response

  05/08/2022

  Hello,

   

  I received a response from the company approximately 20 minutes ago and they have resolved my issue and provided me with my requested outcome.

   

  My case can be closed. 

   

  Thank you,

   

  ***** *******

• Initial Complaint

  06/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is in regards to an auto loan contract where this business installed a Start Interrupt Device that disables the ability for the consumer good to function as intended. According to Alberta Law, If after a vehicle has been 2/3rds paid off (66%) the company needs a court order to repossess. This company has continuously electronically repossessed my vehicle without a court order, allowing it to not run by shutting it off (not even allowing for emergency access) and refuses to remedy the situation. Santander Consumer has been extremely unhelpful and predatory by charging in excess of $2000 fees. I would like them and the SID technology investigated as breaching consumer protection laws in regards to auto loans paid off over 66% As well as the refund of all added maintenance costs due to the installation of the interrupt device and it’s drain on the electrical system that was not advertised, as well as the strain on mechanical functions due to the disabling of vehicle from movement that the car requires to function properly.

  

  Business response

  06/04/2022

  **********,
  Thank you for reaching out with your concerns! Upon review of your account your vehicle has been disabled in the past and currently for default of contract, which you agreed to when you signed your finance agreement which you attached. When you applied for financing a starter interrupt device was required to be installed in order for your application to be approved. Additionally disabling the starter as per your contract would not constitute a repossession as no civil enforcement officer was hired, nor did they take possession of the collateral. Your starter was disabled in accordance with the terms of your contract.
  The fees on your account, again is clearly outlined in your contract. You will be charged fees when your payments are not honored. In order to avoid further fees on your account, please ensure that your payments are made in accordance with your Automotive Sales Finance Agreement going forward.
  
  In regard to repairs on the vehicle, I see that you previously stated that the repairs to the vehicle were a result of you leaving the vehicle idling for prolonged periods to circumvent the SID device. Unfortunately, if your actions resulted in damage to the vehicle, you are responsible for those damages.

  Customer response

  06/04/2022

  
  ********** ********
  
  I am rejecting this response because: When I refer to excessive maintenance caused by an idle vehicle, I am not referring to a vehicle that is running but not in motion. The Starter Interrupt Device installed causes a complete shut down of the vehicle wherein the engine is unable to run and the car's systems are overridden to allow the company to shut down the vehicle. The cost of repairs for a vehicle that has been remotely shut down and forced to be idle (not running, not starting, not being used at all because the vehicle will not even start to cycle the engine fluids etc.) causes strain on the systems. Battery replacements, seals, fluids, hoses, leaks etc are all exacerbated if you cannot properly run a vehicle to diagnose and repair these issues as they arise - That is what I was referring to, not leaving a vehicle running for prolonged periods. The excessive shut downs caused by this device are harmful to the proper and intended operation of the vehicle and should have been more carefully mentioned and discussed during contract. Regular maintenance is a part of the vehicle's intended use, but not excessive maintenance due to an SID device's use that was installed after market (without prior knowledge) until the contract and car were already delivered. 

  I am also referring to the contradiction to the Consumer Protections Act regarding auto loans that this seems to fall within. I would like this investigated to see if disabling a vehicle (without even emergency use access) that has been 66% paid off, falls into a breach of the Consumer Protections Act and the laws that govern seize or sue in Alberta. Also considering the 31% interest rate this seems not to have been captured properly in the contract and what that would mean if they have disabled and are threatening repossession for a vehicle that has already had over $20,000 paid into it.

  By installing the device, they should be responsible for the device and the damages it can cause to a system that they continually interrupt for days/weeks on end. 

  
  Sincerely,
  
  ********** ******

  

  Business response

  07/04/2022

  **********,
  
  Apologies for the misunderstanding, however regardless the vehicle is disabled when you default on your contract. It is your responsibility to ensure that you are remitting timely payments and adhering to all other contract terms. If you fail to do so, as per your contract your vehicle gets disabled. This is a result of your actions. Santander Consumer would not be responsible for any alleged excessive maintenance because of your failure to maintain your account in good standing and subsequently had your vehicle disabled.
  
  Regarding your second claim, we did not repossess the collateral from you via a civil enforcement officer, nor is your loan 2/3rds paid based on your contract repayment amount, nor does this restriction apply in the province of Alberta.

  Customer response

  14/04/2022

  
  ********** ********
  
  I am rejecting this response while I gather more information in regards to the account and the lack of emergency access to vehicle due to the starter interrupt device. 
  
  Sincerely,
  
  ********** ******

• Initial Complaint

  29/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I currently have a loan I am trying to pay out with this company I made a payment on March 18th of $761.10 they have taken the money out of my bank account but have not posted it to my loan balance. I have called five times in one week to get a resolution. I have been told several times it would get resolved but it still has not. I have been told a supervisor would contact me which none have. I have called and requested a supervisor and there is never one available. I am trying to get this payment posted so I can get the balance paid out this week of the loan. I have never missed a payment and I am paying the loan put over 2 year early. They have no right to keep a payment of $761 and not apply it to my account it is theft. I'd like this applied to my loan balance so I can pay them the current balance owing this week and close my loan account for good with them.

  

  Business response

  29/03/2022

  ****,
  The payment in question was posted to your account yesterday and was backdated with an effective date of March 18th, 2022. After consultation with our payment department this was due to a system error, and we sincerely apologize for the inconvenience caused to you.
  In regards to your escalation requests I also see that you did in fact speak with a supervisor and several agents. When a manager was requested, they did attempt to call you but were unable to reach you unfortunately. Please advise if there is anything further we can assist you with!

  Customer response

  30/03/2022

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to ********* ** ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *********

*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. ↩