Santander Consumer USA, Drive Financial DRIVE FINANCIAL VERY INSULTING, MAKING PERSONAL INQUIRIES THAT ARE NONE OF THEIR AFFAIR, VERY DISRESPECTFUL IN ALL BUSINEES CATEGORIES, VERY UNPROFEESIONAL, DEMANDING, THREATENING..... DALLAS, Texas

First, if the car was bought prior to the marriage and you are NOT on the contract, then you need to tell them that and not continue in the conversation.

90 days past due and they haven't yet done a repo?  Your wife is extremely lucky. 

But lets get to your ending remarks.  If they do a repo, your wife is STILL on the hook for the contract amount.  If you are on the contract, you are on the hook. 

Unemployed since December???  Your wife needs to get on a payroll somewhere to get the cash flow up.  Don't tell me there are no jobs.  It may not be a glamorous job but it will bring in money and thats whats needed now. 

Reposession is tool that lenders can use as a guarantee to make sure that the loan gets paid on.  Honestly how many people would pay on a car loan if they knew it wouldn't get reposessed.  I am not picking on this poster, but based on what they wrote can you say that they would have made arrangements if there was no "threat" of reposession.

Do lenders want to repoess vehicles..no.  They would rather have the loan paid in full.  But just how long should a company let a customer "slide"?  30 Days, 90 Days, 6 Months, 1 Year?  At what point should the lender actually say "enough is enough".  If they do it sooner than later they may actually get an extra few hundred dollars for the car at auction. 

"What you fail to understand is just because someone is on the hook for the difference does not mean the company will ever receive the money, I do not know one single person who has had a reposession that ever paid the company another dime."

  What you fail to understand is that your experience is limited.  There are dozens of posts on this very site from people who are being sued for the balance of the loan on a reposessed car.  Even if they don't pay, it will follow them like a dark cloud over their credit history for years.  That's often why people decide to pay up eventually.  Every try to buy a house with a reposession and a judgement hanging over your head?

" So it would seem to me that it would be in the companies best interest to work with the customer to get them caught up and let them keep the vehicle rather than sell it for less and loose the money. "

   There's a concept in the financial world that you may have heard of.  It's called "cutting your losses".  At a certain point, the lender has to know that they are not going to get paid and they'd be better off taking the vehicle and selling it for what they can get.  This is particularly true for subprime lenders like Sandtander.   Their customers have already proven that they are more likely to default.   In this case, the borrower has been unemployed since December.   Is there a realistic chance that she will be coming current (including back interest) in the forseeable future? 

  In most examples on this site the phrase "work with the customer" translates into "lose more money by allowing them not to pay".  I think you'll find that very few subprime lenders will be willing to "work with the customer" that way.  It's just the nature of the business.

Which one of us works for the lender?

Lets see...

It's just got to be one who stands up for paying your bills on time.  No, maybe its somebody who believes if you loose your job, you should go out and get another so that you can honor your agreements and commitments.  After all, to do that is just so, so unwise.

And lets see, somebody who advocates keeping written records of your bank account so that you don't run up over draft fee after over draft fee must work for the bank!  You better watch somebody like that...he/she is part of the conspiracy by the banks to "get the little guy"! 

If you work for Santander, with all due respect, you do need a bit more education on how to handle people.  The complaint level is high.  Let me help...

1.  Remember, no matter what, the customer is always right!

2.  When calling, always talk like a friend.  Tell the customer you and your company "understand".  Don't be afraid to throw in a few sniffles and always refer to the customer as "honey".

3.  Often times you will be dealing with the unemployed.  Have compassion.  Never call before 2 P. M.  Give the unemployed time to sleep since they have nothing better to do.

4.  If the customer tells you she's a "single mother", show respect and compassion.  Remember, its difficult for a girl in such circumstances.  Having six kids from six guys isn't her fault.  And you shouldn't be judgemental. 

5.  Santander isn't the only bill they need to pay!  Basic living expenses need to come first.  Please have understanding!  It isn't unusual to spend $100 per week on cigarettes.

6.  Remember, if the customer has a financial windfall, they will pay you.  Always be supportive of their playing of Powerball.

7.  Medical reasons for not paying are valid and everybody knows how much medicines and other medical helps cost.  Be kind.  Recommend a less expensive wine or beer.

8.  If the customer says they've been "out of it" because of a death in the family, always offer to send flowers, even if the same relative has died three times.  Remember, they said they were "out of it".  Come on, be kind.

9.  If the customer says they can't get a checking account because of a history of overdraft fees, show understanding.  Agree with them that the big banks are out to get them.

10.  REmember Santander is a BIG, BIG company.  If they say they can't pay, tell them, "I understand".  Tell them to send anything they can whenever they can.  That is the hallmark of excellent customer service.