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Santander Consumer USA, Inc. complaints

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PO Box 961245
Fort Worth, TX 76161 | Get Directions

(888) 222-4227

http://www.santanderconsumerus...

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Total Amount in Dispute:
$266,886.00

Total Amount Settled:
$0.00

Complaint Experience

27%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Complaints typically allege account issues, problems with billing, payments are not applied correctly, and issues with collection calls.

Complaint Closing Statistics

44 complaints against Santander Consumer USA, Inc. closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
15	Agreed to make an adjustment
10	Refusing to make an adjustment
11	Refuse to adjust, relying on terms of agreement
8	Unanswered

44 complaints against Santander Consumer USA, Inc.

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4/16/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $307.00 Amount Settled: $0.00

Customer Complaint

3/22/2024

My complaint is that the bank is holding my SSI Check from social security and I went to Legal services about my SSI Check and the Broad of social services is holding my SSI Check and some of my child support money was taken from my first harvest bank account. Resolution Sought Is to refund my money back to my bank card for social security.

Company Response

4/4/2024

As a representative of the Executive Office of Santander Bank, N.A. ("SBNA"), I am writing in receipt of your correspondence, which was forwarded to this office on April 3, 2024 As you know, SBNA is a national bank overseen by the Office of the Comptroller of the Currency ("OCC"), which has a designated process to handle and administer complaints by customers of the banks it oversees. Therefore, we respectfully request that your agency refer the above-referenced customer to the OCC Customer Assistance Group at www.helpwithmybank.gov. Separately, please be assured that Santander will contact the customer directly to acknowledge receipt of the complaint forwarded by your office, and to address the matter with the customer. Should you have any questions, you may contact our office at 1-855-726-6100, Monday through Friday from 8:00am to 6:00pm EST. Hearing and speech impaired customers may call 7-1-1 or their preferred relay service

4/28/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $17.00 Amount Settled: $0.00

Customer Complaint

3/5/2024

I need help to get Santander to stop calling me . My vehicle was repossed and they sold it and wants me to pay the difference. I owe $16,693.12. Im on a fixed income of SSA. My account number is , 30000-23654-598-1000 They addressiSantander Consumer Usa Po box 961245 Fort Worth Texas 76161-1245 (888) 222-4227 I got my vehicle in January or feb 2020 from Matteson Il. When I went in I only had one income SSA benefits under $1000 and I told them I was raising 8 kids they said they will make it happened and let me walk out with a car over $35.000 this is called pretendory act. I put no money now. Very low income. I just had good credit with a new house mortgage. My mortgage was 1.020 a month plus light gas water. They asked me all of this and I told them truthfully. I get section 8 to help pay with the mortgage but they din't know that. They went off my ssa payment to sell me a car over $30.000. Even after they lost this law suit they still did the same thing to a low income person. I was doing good with the payments after I got the loan because I got a job. During covid I wasn't working and got behind. They are going to repossed my vehicle but haven't did it yet. I just wanted to ask why I dint qualify for this loan when they did the same thing to me. When I received this car they knew I only Resolution Sought payment plan

Company Response

3/26/2024

The company states they replied directly to the customer regarding her concerns. Thank you for the opportunity to address her concerns.

Customer Rebuttal

3/30/2024

I don't care what they said in all they responses. They still practicing fraud and doing the same thing they did before to low income car buyers and trust me you all will be in trouble again. I have no money in a wheel chair now

Company Final Response

4/25/2024

To Whom It May Concern: We received your additional correspondence dated April 1, 2024, regarding the above referenced consumer. Please be advised we have replied directly to Sabrina Huff-Young regarding their concerns. Thank you for allowing us the opportunity to address the concerns of Sabrina Huff-Young. Sincerely, Santander Consumer USA Inc.

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