• Report: #279050

Complaint Review: Santander Consumer USA, - Drive Financial

  • Submitted: Tue, October 16, 2007
  • Updated: Fri, October 19, 2007

  • Reported By:Round Lake Illinois
Santander Consumer USA, - Drive Financial
P.O. Box 562088, Suite 900 North Dallas, Texas U.S.A.

Santander Consumer USA - Drive Financial Deceptive- Charging more to my bank than what was said on the phone, etc. Dallas Texas

*Author of original report: *Update (3)

*Author of original report: *Update (3)

*Author of original report: *Update (3)

*Author of original report: Update (2)

*Author of original report: Update (2)

*Author of original report: Update (2)

*Author of original report: UPDATE

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In August Brandon from the Collections dept. called me regarding my July payment. I had gotten a new bank account and sent my payment through online bill pay. He said that they had not received the check. He advised me to do a stop payment on the check since it had been 2 weeks at that point, and that he will waive the check by phone fee. I asked to call my bank first to make sure that I would not incur any fees. Brandon told me to call him back.

My bank did not charge due to bank error, and said that the funds would be back in my account in 3-5 days. I called brandon back but he was not available and instead spoke to Terrance. I advised him that I will call back within 3-5 days to do the check by phone and he said that was ok.

Later that week I again received another call from the collection dept. We agreed to set up a post dated check by phone for August 30th to pay both July and Augusts payments. I gave the representative my new bank account information, as the account information that he had on record was a closed account.

About a week later I received a letter from Drive verifying the payment amount (with the check by phone fee waived.) But the bank account on the letter was my closed account! I called customer service and spoke to Kim C. and was told that I had to wait until the payment was returned so that I could call back and give my new account information again!

Once the payment was returned I called and gave my corrected bank account information. The representative clarified the payment amount was the same as before (without the phone fee). Since I had already marked that payment down in my checkbook on 8/30/07, I did not feel the need to update it again.

I received my Drive Financial statement shortly thereafter in the mail. I noticed I had received fees on my account. I was charged for a stop payment, and for a returned check from the closed account! I managed to have both fees (supposedly) reversed, although it only reflects one of the fees being reversed online.

This week, I received my bank statement and I immediately proceeded to balance my checkbook. I received 3 overdraft fees for $32 each. While going through the debits I noticed that Drive Financial drafted the payment we agreed on PLUS the phone fee from my account, causing 3 transactions to overdraft my account.

I immediately called and explained my situation to a representative on 8/9/07. I was advised to fax my bank statement to the Verification Dept. at (800) 417-0251, which I did. I called everyday for 3 days to make sure the fax was received. When I called today, (Friday) I was told there was no fax received and to please fax it again. I asked the representative if I faxed it again today, would I have to wait another 3 days before finding out if it was received? I was then told that, There is more than one customer. Since I did not like the representative's tone or attitude, I asked to speak to a manager. She immediately told me there was no manager available. I said that it was OK and that I would hold. She then told me that, there really is no sense in speaking to a manager anyways.

I was able to obtain a name and phone number of a manager to speak to (Frank Airehart). I left 2 messages and have not received a return phone call. I called customer service again and per the notes in the system I had been notified that I would not be receiving a refund (which was a lie). I again asked if to speak to a manager. Again I was told that no one was available, and I said I would wait. This time I was told to call back tomorrow, I promise a manager will talk to you.

I'm continuously being told that since I already had a $25 fee waived as a courtesy that I will not receive any more refunds, and that I've paid the phone fee before. (Which has no bearing on the situation at hand.) Drive Financial representatives are rude and deceptive every time I call! I am requesting that all $96 in overdraft fees that I have received due to the incompetence and deceptive practices of the customer service department be refunded back to me in a timely fashion. I truly hope that changes will be implemented within the customer service department to avoid problems such as this occurring in the future. The only time I call customer service is because of a problem and I get the same excuse of a manager not being available every time! If I am going to be upholding my part of my contract by making my payments every month, the least I expect is for this company to uphold it's part by ensuring that any and every issue is handled correctly, in a timely manner, and courteously.

Cmwchicago
Round Lake, Illinois
U.S.A.

Click here to read other Rip Off Reports on Drive Financial

This report was posted on Ripoff Report on 10/16/2007 11:25 AM and is a permanent record located here: http://www.ripoffreport.com/r/Santander-Consumer-USA-Drive-Financial/Dallas-Texas-75247/Santander-Consumer-USA-Drive-Financial-Deceptive-Charging-more-to-my-bank-than-what-wa-279050. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report.

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Updates & Rebuttals

#1 Author of original report

*Update (3)

AUTHOR: Cmwchicago - (U.S.A.)

The company posted a response to my BBB complaint filed 10/16/07 (WOW, within 2 days!) The responding employee stated they will be mailing my $96 to me. FULL REFUND! THANK YOU! I am very happy!

I strongly suggest if you have a valid complaint to this company, to file a complaint with the Dallas BBB, the company replies very promptly, you even have the option to deny the company's offer of settlement.
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#2 Author of original report

*Update (3)

AUTHOR: Cmwchicago - (U.S.A.)

The company posted a response to my BBB complaint filed 10/16/07 (WOW, within 2 days!) The responding employee stated they will be mailing my $96 to me. FULL REFUND! THANK YOU! I am very happy!

I strongly suggest if you have a valid complaint to this company, to file a complaint with the Dallas BBB, the company replies very promptly, you even have the option to deny the company's offer of settlement.
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#3 Author of original report

*Update (3)

AUTHOR: Cmwchicago - (U.S.A.)

The company posted a response to my BBB complaint filed 10/16/07 (WOW, within 2 days!) The responding employee stated they will be mailing my $96 to me. FULL REFUND! THANK YOU! I am very happy!

I strongly suggest if you have a valid complaint to this company, to file a complaint with the Dallas BBB, the company replies very promptly, you even have the option to deny the company's offer of settlement.
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#4 Author of original report

Update (2)

AUTHOR: Cmwchicago - (U.S.A.)

My email to Eboni was successful and Frank called me within 10 minutes of sending the email. He said that he is going to the Accounting Department to request a check to be 2nd day aired to me. He said he cannot make any guarantees due to the fact that he is REQUESTING it, but I am not too worried, as I emailed my bank ledger to him, and it shows that my account went negative by the same amount that the phone fee was. Even so, I have filed a complaint with the BBB, and I will follow up with them if the Accounting Department ends up denying Mr. Airehart's request. I also called my bank yesterday and filed a dispute over that transaction. So I feel that I am fully equipped to move forward if need be. This time consuming process has definitely made me learn my lesson!!


** I hope that my complaint shows consumers how to go about getting their issues resolved. I'm not sure how rare my situation is, and even though the time it took for me to get thus far was frustrating, I'm happy to see light at the end of the tunnel!

I make my payments on time and understand that I have a high interest sub-prime loan due to lack of credit history. I am not complaining about that. I must say, I do appreciate the fact that Eboni stuck with me to the end, had she just ignored my email, or my complaint and not passed it onto her manager, I would be livid!

Will I be more careful when having Drive Financial debit my checking account? Hell yes! I will now be mailing checks to them every month, and checking that little box on the payment coupon that says "do not process check as an EFT" I believe that will eliminate them from having my banking information in their system.
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#5 Author of original report

Update (2)

AUTHOR: Cmwchicago - (U.S.A.)

My email to Eboni was successful and Frank called me within 10 minutes of sending the email. He said that he is going to the Accounting Department to request a check to be 2nd day aired to me. He said he cannot make any guarantees due to the fact that he is REQUESTING it, but I am not too worried, as I emailed my bank ledger to him, and it shows that my account went negative by the same amount that the phone fee was. Even so, I have filed a complaint with the BBB, and I will follow up with them if the Accounting Department ends up denying Mr. Airehart's request. I also called my bank yesterday and filed a dispute over that transaction. So I feel that I am fully equipped to move forward if need be. This time consuming process has definitely made me learn my lesson!!


** I hope that my complaint shows consumers how to go about getting their issues resolved. I'm not sure how rare my situation is, and even though the time it took for me to get thus far was frustrating, I'm happy to see light at the end of the tunnel!

I make my payments on time and understand that I have a high interest sub-prime loan due to lack of credit history. I am not complaining about that. I must say, I do appreciate the fact that Eboni stuck with me to the end, had she just ignored my email, or my complaint and not passed it onto her manager, I would be livid!

Will I be more careful when having Drive Financial debit my checking account? Hell yes! I will now be mailing checks to them every month, and checking that little box on the payment coupon that says "do not process check as an EFT" I believe that will eliminate them from having my banking information in their system.
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#6 Author of original report

Update (2)

AUTHOR: Cmwchicago - (U.S.A.)

My email to Eboni was successful and Frank called me within 10 minutes of sending the email. He said that he is going to the Accounting Department to request a check to be 2nd day aired to me. He said he cannot make any guarantees due to the fact that he is REQUESTING it, but I am not too worried, as I emailed my bank ledger to him, and it shows that my account went negative by the same amount that the phone fee was. Even so, I have filed a complaint with the BBB, and I will follow up with them if the Accounting Department ends up denying Mr. Airehart's request. I also called my bank yesterday and filed a dispute over that transaction. So I feel that I am fully equipped to move forward if need be. This time consuming process has definitely made me learn my lesson!!


** I hope that my complaint shows consumers how to go about getting their issues resolved. I'm not sure how rare my situation is, and even though the time it took for me to get thus far was frustrating, I'm happy to see light at the end of the tunnel!

I make my payments on time and understand that I have a high interest sub-prime loan due to lack of credit history. I am not complaining about that. I must say, I do appreciate the fact that Eboni stuck with me to the end, had she just ignored my email, or my complaint and not passed it onto her manager, I would be livid!

Will I be more careful when having Drive Financial debit my checking account? Hell yes! I will now be mailing checks to them every month, and checking that little box on the payment coupon that says "do not process check as an EFT" I believe that will eliminate them from having my banking information in their system.
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#7 Author of original report

UPDATE

AUTHOR: Cmwchicago - (U.S.A.)

I have left another voicemail for Frank Airehart, and even spoke to Eboni in the office of the president. (If you chose to chat online at their website, representatives in the office of the president are the ones you chat with.) I emailed Eboni a copy of the letter I pasted above, so that Frank could have my side of the story before calling me back. At 1:30pm she told me he was in a meeting and should be out within a half hour. I immediately sent the email to her, but she did not respond until 5pm saying that she forwarded it to Frank and he should get back to me soon. It seriously takes 3 hours to forward an email??

I also faxed in a Decision Dispute letter to the Accounting Department. Still no word, I have to wait that pesky 3 days again.

I also just send this email back to Eboni, pending a response:
Hi Eboni, still nothing. I understand how busy a day in corporate world can be, but honestly. The original voicemails I left him were last week. In sending that letter, it was to speed up the process so that he could already have my side of what's going on before calling me. Can he at least call me and let me know what the status is? I've faxed in a decision dispute to the Accounting Dept. on Monday, I'm not sure what difference it would make though.

I really, really need my money back. I'm on unemployment and receiving 1/3 of what I used to make, to top it off I also just had a baby and that $96 in overdraft fees was bill money that I now can't pay. I'm not trying to make you pity me, or give you a sob story. I just wish someone in your company would realize how urgent this is to me because it's MY money, they would be just as angry if it was theirs. I would just like someone here to show some type of urgency with this matter.

I also filed a complaint with the BBB, thinking it would make someone react a little faster to my situation, do those complaints go to Frank as well? Believe it or not, I don't want a million people in my account at the same time trying to handle the same situation, as long as one person can just dedicate themselves to my issue and contact me! I prefer contact via email, just because with the baby I can't always grab the phone in time. Thanks.
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