Santander Consumer USA Reviews 278

The first customer service agent has very broken English and was no help. The 2nd agent also spoke broken English, told me to change my password and the problem would be fixed. Not so. Now I've been locked out of my account. I put in my information to receive a text code. The phone # is not mine & I couldn't change it. When I clicked update, it said my security ? answers were wrong. So now I'm locked out. I asked for the code to be text to my phone #(817-727-7007) but the phone # showing was my daughter's which is not on my Santander account AT ALL. I'm wondering if my security ? have her answers from years ago which says my answers are wrong. Trying to get "customer service" from Santander is a nightmare.

I would literally give this place 0 stars if I could. There customer service is absolutely HORRIBLE. Monitor your statements they will try and charge you extra

Yes, it was well put together and very simple to complete. I wish all of them was like that and not make it so hard for other people. Thank you.

Most predatory, useless company in existence. Their systems are designed to screw you over. Make a payment in good faith? Oh whoops nope the actual payment due was another amount, now you owe us hundreds in late fees! Our system screwed up and you think we should make it right? Ha ha ha ha nope would you like to make a payment?

If this is the only company that will fund your loan, just don't get the car.

I’ve had an extremely frustrating experience trying to resolve an issue with my vehicle. I’ve had to call around 20 times over the past month, and each time I receive different or incorrect information. Often, I only discover the information was wrong when I go to the RMV and they have no idea what I’m talking about.

On several occasions (at least six times), the call has been disconnected and no one calls back. It feels like the representatives either don’t know how to handle the issue or are not properly trained to provide accurate guidance.

Because this problem still hasn’t been resolved after a month, I have been unable to use my car and have had to rent one in the meantime. It’s incredibly frustrating not knowing how much longer this will take, especially when the support team seems just as unsure about the process as I am.

I really hope they train the costumer service and communication so other customers don’t have to go through the same experience.

I'm trying to set up my account and the site takes me through a loop and does not let me log in. I set up autopay but since the account changed hands I do not know if it is set up.

As I write this review I've been on the phone with customer service for 20 minutes and counting customer service rep x5199 refused to take my payment for my auto loan. After asking for a manager I was told there wasn't one. So I'm called back but waiting on the phone for the last 20 minutes with no response or help. Been with back almost four months. I'm hoping that my entire loan experience isn't like this. If this how they treat there customers I will be looking at getting my vehicle refinance and leaving the bank quick as I can. Update, after an hour and a half I still was unable to get everything that I needed taken care of. After being told they couldn't take my payment. I will be looking at doing a refinance with another company to get away for this bank.

I had a terrible time(@30 minutes) before being able to talk to a person. I had tried to use on-line banking and it changed to Dovenmuhle rather than SANTANDER. I downloaded Santander app and it wasn’t functioning. I felt like I was being scammed.

Santander made the process easy and enjoyable.

Cannot find the app that you need to use to look up your car financing. I’ve downloaded four apps, they’re all banking apps and I don’t have a bank account with Santander. Which app do you use for my car financing account. Make it simpler to find.

unexplained discrepancy in my loan balance and the company's failure to provide a transparent payoff process.
I’ve already called your customer service multiple times — over 8 hours in total — and still haven’t received any clear explanation for the discrepancy in my loan payoff amount. Complain no 9338989 reference 9339108
I wasted 5-6 hours y calling 888.222.4227. 10 or more time.
I sent detailed email explaining my concern u
EO_Escalations , fernandez. bjackson, swati.bhatia
criley
still no response
when I research little bit

Based on thousands of customer reports across multiple review platforms, Santander Consumer USA has a
primarily negative reputation, often cited for predatory lending practices and poor customer service.

Falsely reporting to credit bureaus and hard to understand customer service they also don’t keep their Word when they tell they CAN and WILL do something! They were okay before until I discovered they were doing this! They gaslight you telling you that reporting is correct and it isn’t and will refuse to correct it!

Tesla had just announced .99% APR the day after I applied for and was approved for the car loan, previously it was 2.99%. Santander was able to reset the loan for the new lower amount and I saved over $1200 over the life of the loan!

Additionally, the autopay setup was easy and transparent.

Terrible customer service. You think it would be simple to get a statement or some documentation with both the owner and Co owners name on. Apparently not, they don’t provide that. Messaged multiple times, they told me that the only document with both of our names on was our original contract. I asked them to send me that. They told me it would be emailed to me within 3-5 business days. That didn’t happen, I waited 8 days before contacting them again. They then said they had put a priority on it and I would receive it in 3 business days. Didn’t happen. I contacted them again after 7 days. They then lied and said that it had been emailed to my email address, I checked everywhere possible in my email account and nothing. They then told me they would mail it to me. Said 10 business days for that, it’s been 3 weeks. Incompetent.

Very easy to work with, website is great 👍

Horrible experience trying to set up online account. Had to call because nothing was working. Still unable to log in

Agent did a great job. She helped me with what I needed to do. I need to change my due date. Thank you for your assistance.

They did repo my vehicle fri 13 feb. I Called to work with Santander to get my account caught up($3k). Ihad been paying as much as i could (double payments, or normal payments) I'm a retired veteran and have a disabled wife with medical issues so money has been very tight. The lady took my information and the amount to get caught up, and agreed to the terms she gave me, and that I needed to call back tue 17feb. I was told that the i was denied to get caught up. Went through 7 different departments (over 2 hrs) and was told that upper management denied the claim they wanted full amount of the veh if I want the vehicle back. The last operator then tried to tell me I was on the line for 15min. Yes of course I'm not a happy camper and bitter, but I cashed a small 401k to get caught up, and they Santander just treated me like a number on the books. I just want to get caught up.
Update 18 Feb,
Went to the tow company to retrieve my personal property from the vehicle, and was informed of the events that followed. The vehicle was picked up fri 13 feb, monday 16 feb was a holiday, tue 17 feb the company was told tow the vehicle to the local auto action, while i was told to call back 17 feb to possibly work a settlement. I believe from talking with the tow company, that Santander was never intended to work with me, cause it would easy to sell it off than to work it out. I'm 64 years old and owned a number of vehicles and have never had a vehicle repo before. Again it seems Santander dosen't care about working folks. Not a happy camper with Santander.

So far so good! I appreciate and thank you for helping me as well as letting me change my pay date. Love you for that! I set up automatic payments, I don't want to forget or be late! God bless you for helping me, thank you, thank you, thank you.

This bank is ridiculous I don't even have those cars anymore one was a lemon brand new 2026 SUV from Nissan Rogue anyway Ford explorer sold to me Enterprise Car sales Glen Burnie only has 65,000 mi... No more good not worth a dime and this Bank wants me to pay them everything back that they've ripped me off for already