Terry B.
Sometimes the customer knows a little more than you would think
I received a message that my first car payment was not able to go through from my bank. So, I as a concerned customer called to rectify the situation. My auto pay was set up on my savings account and doesn't pull from the checking account; I didn't know this at the time I set it up. I called to correct the issue, but was me with employee's who thought they knew what they were taking about, but didn't. They keep saying that you can't connect it to a savings account. I kept trying to tell them otherwise, but they would not listen. I also kept trying to tell them, my payment was denied. But they kept saying that it was not denied, and has been processed. I think this should be something that should be discussed in your next board meeting. To inform your employees what they DO NOT KNOW. Not sit there an tell a customer who already knows who is trying to inform them. So, that they can fix the problem, and go on about their daily activities known that their payment was successfully made. This is by far the worst auto loan company I have ever dealt with, and i'm fifty five years old.And had a lot of car payments! Let's see if they hear the customer's voice.
Response from Santander Consumer USAJan 26, 2026
Hello Terry! Thank you so much for taking the time to provide your feedback. This isn't the experience we want for any of our customers and we'll be more than happy to have one of our specialists look into this for you. Trustpilot has sent you an email requesting additional info, or you may contact us at 888.222.4227. Please review your email at your earliest convenience. Have a great day!