Santander Consumer UK plc レビュー 285

I have been trying to return my car on PCP.

I phoned on 17 September 2024 and gave up after being on hold for 45 minutes. On 18 September 2024 I was on hold for over 50 minutes, before finally getting through to a person. The guy told me how much I had to pay to terminate the agreement early and told me he’d send me a text message with a link to a request form.

I completed the form which gave me three options on how to return my car. I chose to drop it off as I live relatively near one of the auction houses. The form then told me to call Manheim car auctions to arrange the return and stated it must be within 2 weeks of submitting the request.

I phoned Manheim 2 days later who had no record of my car and put me back through to Santander. Good move you might think…. Well it would have been if I have a contract hire instead of PCP. As it was PCP I had to go back to Manheim again! I spoke a lovely lady, who told me they still had no record, but the reason there was no record was because Santander deal with PCP returns directly!

After 20 minutes the lady put me through to Santander. I actually can’t believe I am writing this but they kept me on hold for over an hour and 40 minutes!!!!!Guess what? This wasn’t the right department AGAIN!

After 2 1/2 hours I was finally put through to the Recovery Department, where I spoke to Harry B. Santander, you really need to give this guy a pay rise and a promotion! He single-handedly changed this review from 1 star to 5 stars. Harry was able to do what nobody else had, he answered my questions, he spoke to Manheim for me and he solved the problem! Not only that, but he was kind, understanding and took action to help me!

Bunch of crooks!

Tried to charge my £76 to replace a simple parcel shelf pin on my car that can be bought online for £6.20. When I questioned why it was so high I was told it was a 'dealership' price and therefore the correct price.

Total nonsense and nothing but a bunch of con artists trying to shaft people for money.

Leasing a car though them which I received on the 23rd of Aug. My contract says the initial payment will be taken out on the 13th of Sep (today) and subsequent payments will be on my chosen payment date monthly which will be the 8th.

The problem is they also took a payment on Mon the 9th just gone (8th was a Sunday).

They have charged me twice in 5 days for my car and I'm now overdrawn! I rang them up and tried to explain that an "Initial" payment literally means the 'First' payment and the one after that should have been the following month but he was having none of it and kept saying that's what the contract means.

Completely unhelpful and uncaring for their ridiculously worded contract and the fact that my family will now go hungry for the next month!

Never again will I give Santander my money!

Terrible bank. They spy on the customers like it is China. You can't use VPN which is advised by every anticrime agency in the world. Santander went too far into my private life asking questions like: why did you sent money to this person, who is he? I just said: i sleep with him for the last few years! Why do you send money to another country? I pay for the utility for my own property. How much do you think is it worth? Why did you buy a car in another country? When did your mother passed away? Are you allowed to be in this country?! What?! After 25 years?! None of your business! What is your overall worth?! Have you won the lottery?! Horrific Chinese style surveillance! Terrible infringement of customers privacy - i don't feel safe after a few chats with Santander. They collected all my private info and used it against me when I appealed to the ombudsman. Santander should be not operating in this country - maybe in China. Santander forgot they keep our money and they only exist because of us - Santander refused to help with a fraud appeal: stating: we saw it was normal for your account to send money abroad. They state on their website and the app: please be vigilant and Santander is here to help, sure sounds good for getting more customers and to keep the customers money...but in reality it is just big fat flashy nothing doing! The banks are not our friends, they make huge profits from investing our money (fractional banking) and we get peanuts in return. Just recently visited Santander to exchange a few old £1 coins - the attitude they gave! Nobody says hello or how can we help. Nothing of that, they looked right behind me. I closed my account after 12 years! Still I get messages from Santander demanding updates of my private details - warning me with the closure of my account! This is sheer madness. Santander forgot whose money they shuffle around and that they need us - not other way around. Their licence should be revoked! Terrible bank with no care for the privacy, they think they owe us - this is not China or is it now?!

Absolute joke. Need to give new bank details have posted 2 forms and sent 2 online. Still not received so they send a letter asking me to contact them. 10 minute wait time. I'll continue to go on my account and just pay each month....santander have no clue when it comes to customer service. Absolute joke won't be using them again

Came expecting to be a bad review amongst good reviews. Not suprised to see it’s the experience everyone gets. They’re dire, website says it doesn’t recognise my details for a settlement quote, phoned them earlier in the week on Wednesday morning at 10.15 and automation said “ we’re closed for bank holiday”, today you’re on hold forever and no one picks up, it’s an absolute state of a business and no wonder so many dealers are going Toyota finance etc, Santander Bank should offload this dross before they start to impact their banking reputation.

Written by O Emmanuel

Warning !!! Warning !!! Warning !!!. Do not use Santander. There is no longer Justice in the land. They don’t have no regard to their terms and conditions.
If you like yourself, do not use Santander Consumer finance to buy anything. When you see their name, please RUN!!! RUN!!! RUN!!!. They are cowboys bank, they are the worst credit facilities provider I have ever known and heard off. If you doubt me read more of their bad reviews. I am sure they get people to write their good reviews for them. They don’t respect the rule of law, nor financial ombudsman. (I give everyone permission to copy my story and paste it on their website as no one must have to suffer such again)
My story goes like this:
I purchased a car using Santander consumer finance to buy the car from a dealer called Saxton 4x4 in Chelmsford. The only Finance offered was Santander Consumer finance to pay for the car. The car costed £31,848, I paid £2600 deposit and finance £29,248 with Santander Consumer finance. No other option of finance was given. My credit rating was excellent 96% at the time. The salesman was all over me to sign the online Santander’s agreement . The car was collected (Same day). The Car developed fault on my way home and nearly caused 2 major accident on the motorway. The dealer was contacted severally, receptionist kept saying that the manager will call back. No call-back was received for 2 working days. I then returned the car to the dealer under 72 hours for them to carry out a diagnostic test on the car and repair any fault. The Saxton 4x4 in Chelmsford refused to do diagnostic test on the car and checked for fault. Then I informed them that I will return the car as they have refused to do a diagnostic test on the car. The dealer initially refused to accept the car back, but later accepted. My deposit of £2600 was retained by the Dealer/Santander. Only the next working day I informed Santander. Santander failed to acknowledge the return of the car.
Following return of the car, Santander kept demanding for the full cost of the car £29,248 plus 4 years interest. I refused to pay as the car had been returned to the dealer less then 72 hours it was purchased. Santander later colluded with the dealer and carried out bogus inspection on the car 21 days after it was returned to the dealer. Their report showed that the car had drove 461 miles in 72 hours. Unknow to them and as evident on my CCTV which showed the car was stationary in front of my house all of the time.
Santander put a default on my Experian credit record for not paying them £37,039 for the faulty car. I took Santander to court, Santander on two occasion did not file what court requested then to file on time (No respect for rule of Law). Online court initially upheld my claim and asked Santander to pay me back my money. Santander appeal to set aside the online claim judgement. Santander then applied for the case to be thrown out by the court or the court make a summary judgment without hearing the case. The case was accepted to be heard in court and slated for 90 minutes. Satander’s Lawyer core bundle of 125 pages and 10 pages of skeletal argument was the only document used in court 90. My Core bundle of 238 pages and skeletal bundle of 7 pages was not looked into at all. The court was slated for 90 minutes. Santander’s Lawyer was allowed to present their case for 95 minutes. While I was only allowed to go through my bundle of over 236 pages for just 15 minutes.
The court ruled in favour of Santander and asked me to pay Santander cost of £5000. So Santander has the car which they claimed to collect from the dealer after 6 month, claimed they sold at auction for £27,345.00. So I have no car, Santander damaged my credit record, put a default of £9,694 on my credit record and I have to pay Santander £5000. The case goes on. RUN! Run!! RUN!! when you see their name is Saxton 4x4 at Chelmsford and Santander consumer credit together you need to run. If you have suffered similar experience please tell others about your experience. Don’t keep silent.

Now been on hold for 48 mins. Got through after 45 and then told by agent to just let him check something and then cut me off. I followed instructions to get settlement letter online but it doesn't have all the information I need for the payment to be settled. I have now stopped all payments until someone rings me back and sorts it

Beware of the terms and conditions if you lease/hire a car from these charlatans, they have no intention of abiding by them. I have a car on a 2 year hire, they received a parking charge for it. Without any consultation or giving me an opportunity to appeal, they paid it plus a £30 admin fee. I contacted the Parking Company, they said charge paid no appeal possible. Santander now invoiced me £90

I’ve never dealt with a more incompetent, useless company who go out their way to make things difficult for you and give you misinformation.

The website is set up in such a way that it isn’t actually possible to log in and see your agreement. Tried calling but you’re on hold forever, even at off peak times. Tried the chat function, you get through the automated chat bot and it just says transferring you to a representative for ages and you never connect. It’s an awful organisation

If you can, avoid using this truly awful excuse for a bank. All the 1 star ratings suggest everyone is feeling the same. SORT IT OUT SANTANDER!!! Never a quick call, hours upon hours on the phone to amend a simple DD or make a payment then to be met by clueless and useless customer service agents. The sooner my agreement ends the better I will never use, recommend or refer anyone to Santander Consumer. Currently spent 3.5 hours this week trying to change my DD date as this cannot be done online!!!!

I paid my settlement over the phone and they said I will get a refund of 3255 I received it then only after 3 weeks I received a letter saying I’m in shortfall settlement they don’t answer the phone lines or emails so now I don’t know what to do!

READ THIS

DONT respond saying give us your details and well look into it!!! I have been on hold for 50 minutes and counting with your "we are sorry for your wait BS" EMPLOY more people youre making billions a year as an organisation. Thank god Im settling my account becuase YOU ARE PAINFUL AND PATHETIC - Tried online put my birthdate in and you say its not recognised!!! AWFUL AWFUL AWFUL COMPANY DO NOT USE

We sent a cheque in to pay off a substantial part of our loan. They phoned to confirm receipt of the cheque and confirmed account details and whether I’d like to reduce the term or the monthly payments.

9 days after the cheque cleared and they took the money my outstanding balance was showing the same as it did previously. I contacted them and they said they hadn’t received any money and I needed to send proof.

Total incompetence.

Customer service is horrific, website doesn’t work to make payments, been on hold for 1 hour and 10 minutes. Trying to close down my finance and pay it and full just not getting anywhere

Poor customer service with the lack.of response to emails and official communications. Leave well alone

The app is not working it's taking you for a ride
Waiting time over the phone is horrific
They don't respect you as a customer
Disgusting

Absolute horror-show!
Quite simply the worst it is possible to be. Literally DOZENS of phone calls to sort out finance on a broken car being returned to dealership. Could never get through, almost never called back, took months to sort out. Lackadaisical staff, working from home, who didn't know and didn't care. Just a nightmare from start to finish.

We have car finance with them and let them know when our bank details changed. 4 months on and proof on my e-banking that we are up to date we are receiving threatening letters daily. They haven’t responded to our chats, emails, calls and letter and are now threatening to take my car. We have now involved the Financial Ombudsman and are speaking to a solicitor. DO NOT USE THESE RIP OFF USELESS INSENSITIVE!!!!!!