Customer FAQ

Where should I mail my payment?

If you wish to send a payment in the form of a personal check, cashier's check or money order via regular mail, please send it to:

Santander Consumer USA Inc.
P.O. Box 660633
Dallas, TX 75266-0633
Mailed payments only accepted at this location.

If you wish to send a payment in the form of a personal check, cashier's check or money order via overnight mail, certified mail or Next Day Air, please send it to:

Santander Consumer USA Inc.
1010 W. Mockingbird Lane
Suite 100
Dallas, TX 75247
Mailed payments only accepted at this location.

May I have my payment automatically deducted from my checking or savings account?

Yes. We offer a free automatic payment plan to qualified customers. To enroll, call us toll-free at 1-888-222-4227 and have your bank account, routing and check numbers available when you call. The Auto Pay Authorization Form - required for Auto Pay application by mail or fax - is available at this link or on the back of your customer statement.

I was thinking about trading or selling my vehicle. What do I do about the title?

If your account is paid in full, you have the option to trade or sell the vehicle. Double check there is not a lien on the title. To receive more information, please call one of our account managers toll free at 1-888-222-4227.

Will funds be drafted from my account the day they are received?

Each financial institution has unique timelines for processing and posting financial transactions. Please contact your financial institution for details.

Any payments made after 5 p.m. Central Time (6 p.m. Eastern) will post to your account the following business day (excluding weekends and holidays).

Do you accept payments by telephone?

We accept payments from personal checking or savings accounts, credit and debit cards via telephone. Call us toll-free at 1-888-222-4227 and have your card information or bank account routing and check numbers available when you call. Please note that there is a $10.95 fee for this service.

How is daily interest computed?

(Principal Balance x Contract Interest Rate) / 365 = Daily Interest

Example: ($10,000 x 18%) / 365 = $4.93

If my payment does not clear the first time it is submitted, will the transaction be submitted again?

All payments, whether personal checks, electronic payments or checks by phone may be submitted more than once.

May I refinance my contract?

Santander Consumer does not offer refinance on existing Santander loans. To receive more information please call one of our account managers toll free at 1-888-222-4227.

Is there a grace period for late payments?

Payments are required to be made by the due date listed in your contract. Interest charges will accrue on the past due amount and be applied to your account each day, which increases the total amount you pay on your contract.

In addition, where applicable, late fees will be assessed to your account.

At what point will I be charged a late fee?

Depending on the state you live in, you may be assessed a late fee if your payment is 10 days past due. For example, if your payment is due on the 5th of each month, it must be received by the 14th to avoid a late fee.

May I skip a payment?

In accordance with your contract, you must make timely payments each month. If you believe you cannot make your monthly payment on time, please contact an account manager right away. Account managers may be reached toll-free at 1-888-222-4227.

May I change my payment due date?

If your account is current, you may request a due date change of up to 29 days from the original due date, or as late as the 25th of the month. Please note that a due date change is permanent. To request such a change, please call one of our account managers toll-free at 1-888-222-4227

What information do I need to access my account information?

Social security number of either borrower or co-borrower. Birth date of either borrower or co-borrower.

Where do I find my customer number?

On your monthly statement, it is the first seven numbers of the field labeled "Account Number".

Call 1-888-222-4227 and, following the steps below to obtain your customer number, enter your Social Security number and birth year.

Enter option 5 to get customer number.

I getting a message indicating that "account was not created" when I attempt to set up my account?

Verify that the Social Security number and birth date information entered is correct. The same email address that is being used for another customer's user name - even if it is the co-borrower on an account - cannot be used. Attempt another email address.

What can I use for user name?

User names must be a minimum of 6 characters and may not exceed 25 characters. Please use something that is easy to remember (i.e., jsmithsr, jsmith1, johnsmith, etc.).

Why am I getting the message to call and can't access my account?

Certain account statuses require personal attention and will require that you speak to a customer account representative. Please call the number provided (1-888-222-4227).

Why can't I make account updates?

The system will not allow updates between 11:30 p.m. and 5 a.m. Central Time (12:30 a.m. and 6 a.m. Eastern) daily while it is being updated.

Can I get assistance while viewing my account information?

There is a live chat link on the top right-hand side of each MyAccount tab (you must be logged in to MyAccount). Agents that can answer specific questions via a text session are available Monday-Thursday from 7:00 AM to 9:00 PM CST (8:00AM to 10:00PM EST) and Friday from 7:00 AM to 7:00 PM CST (8:00AM to 8:00PM EST).

How can I send an email with a question?

Use this link, enter the requested information and "Submit Now". OR go to www.santanderconsumerusa.com, choose the "Contact Customer Service" option from the "Customers" menu option, enter the requested information and "Submit Now". We will contact you as soon as possible. Outside of live chat hours, you can click on the chat button on the top right-hand side of the page to submit a question via email.

How can I view past payment history for my account?

On the Payment History tab information for the last month will be shown as default. If you wish to change the date parameters, use the drop down options to select a date range. Click "Submit".

How can I view past statements for my account?

On the Statements tab, choose the desired statement date from the drop-down menu and the chosen information will be presented.

How do I update or add contact, employer or reference information?

To edit contact, employer or reference information, choose the "Edit" option on the respective tab, update the information and "Save Info".

To add contact, employer or reference information, choose the "Add" option on the respective tab, update the information and "Save Info".

How do I request payoff information?

On the Request Payoff tab, choose the "Request Payoff" button.

I forgot my user name, how do I retrieve it?

On the login screen, choose "I forgot my username" and enter the email address that was used when the account was created. You will be prompted to answer three security questions. Upon successful validation, your user name will be displayed.

I forgot my password, how do I retrieve it?

On the login screen, choose "I forgot my password" and enter the user name associated with the account. You will be prompted to answer three security questions. Upon successful validation, your password will be displayed.

How do I make a payment?

If you would like to make an electronic payment via check, credit card, debit card, or set up a recurring payment schedule, click the "Pay Now" button on the right-side of any tab and you will be linked to SpeedPay via a separate window.

OR

Go to the Make a Payment page.

I received a letter stating my loan had been purchased and/or is being serviced by SCUSA. What does that mean with regard to my title?

DRIVE FINANCIAL SERVICES, HSBC, ROAD LOANS and TRIAD FINANCIAL SERVICES

If you previously addressed your payments to Drive Financial Services, HSBC, RoadLoans or Triad Financial Services, your loan has been purchased by Santander Consumer USA Inc. To you, the consumer, the most significant change will be the address to where you will send your payments.

The available title and/or titling documents have been transferred to SCUSA's possession. Any required transaction regarding the title to your vehicle can and will be completed as efficiently and effectively as possible, per the SCUSA guidelines. There will be no change to the lienholder name on the title.

FLAGSHIP AUTOMOTIVE and UNITED AUTO CREDIT CORPORATION (UACC)

Santander Consumer USA Inc. purchased small portfolios of loans from both Flagship Automotive and United Auto Credit Corporation (UACC). To you, the consumer, the most significant change will be the address to where you will send your payments.

The available title and/or titling documents have been transferred to SCUSA's possession. Any required transaction regarding the title to your vehicle can and will be completed as efficiently and effectively as possible, per the SCUSA guidelines. There will be no change to the lienholder name on the title.

CITIFINANCIAL AUTO and GEMB

Santander Consumer USA Inc. (SCUSA) purchased small portfolios of loans from both CitiFinancial Auto and GEMB. The portfolios and remainder of the loans for CitiFinancial Auto and GEMB are being serviced by SCUSA. To you, the consumer, the most significant change will be the address to where you will send your payments.

The available title and/or titling documents have been transferred to SCUSA's possession. Any required transaction regarding the title to your vehicle can and will be completed as efficiently and effectively as possible, per the SCUSA guidelines. There will be no change to the lienholder name on the title.

SANTANDER BANK N.A., formerly known as Sovereign Bank

The Santander Bank N.A. portfolio of loans is serviced by Santander Consumer USA Inc. (SCUSA). While your payments, correspondence and questions are directed to SCUSA, the title for your vehicle is still held and managed by Santander Bank N.A.

For Relocations, name changes and/or copies of titles

Santander Bank N.A. requires any request for a title or copy of a title be made in writing, directly to Santander Bank N.A. The request must be signed by the registered owner and either mailed or faxed to:

Santander Bank N.A.
450 Penn Street
Mail code 10-421-ct2
Reading, PA
Fax: 888-433-8779

Releasing the title for accounts that are paid in full

SCUSA processes title releases daily, per the rules and regulations of each state. The title release information is sent to Santander Bank N.A., where it is then released per the instructions provided by SCUSA. If you have had a change of address, or if the title is to be mailed to a third party, you must provide the correct release information to SCUSA so it can be forwarded to Santander Bank N.A.

Requests for release of lien

If you have misplaced your title and need a release of lien to apply for a duplicate title, this request should be made by going to www.mytitlesupport.com. If you paid your account off within the last 60 days, you can request a release of lien through SCUSA by calling 800-526-0157 or by faxing your request to 214-237-3549.

I recently paid off my vehicle; when I can expect my title?

Santander Consumer USA Inc. (SCUSA) releases its lien on accounts that have been paid in full based on individual state rules and regulations. The release of lien may be a separate document, it could be the original vehicle title, with the lien signed off on the front, or we will release the lien electronically with the state. All paper titles and releases of lien are sent via regular, first-class mail. If we released the lien electronically, based on the state, your title will be printed and mailed to the address the state has on file, or the title will remain an electronic record until the paper title is personally requested from the customer. Please contact your state for additional information.

Original Paper Titles

If you receive the title from SCUSA, it is recommended that you visit your local DMV or tag office and apply for a clear title. A lien remains attached to the VIN in the state's system of record until you, the registered owner, request that it be removed and show proof that the lien has been paid. If you choose not to apply for a lien-free title, and the title is misplaced or damaged in any way, you will then need to contact SCUSA for a release of lien before you will be able to apply for a duplicate title from your state. The fee to apply for a lien-free title varies by state. In most cases, there will also be a fee to obtain the release of lien.

What exactly is a release of lien? How do I get one?

A release of lien is a document stating a lender's interest in a vehicle has been satisfied and it may be sent in lieu of a title document for many reasons, such as title-holding states, titles never received from state DMVs and misplaced or damaged titles. Where an original title is available the lien is satisfied on the title and is forwarded to the appropriate party. In such cases an additional release of lien will not be issued for a minimum of 20 days.

The states listed below are known as title-holding states. Title holding states are those in which the DMV forwards the title to the registered owner versus the lien holder. If you reside in one of these states and have never received the title for your vehicle, you will want to call your local DMV or tag office to inquire about the process to apply for a duplicate title.

  • Kentucky
  • Maryland
  • Michigan
  • Minnesota
  • Missouri
  • Montana
  • New York
  • Oklahoma
  • Wisconsin (if issued before July 2012)
  • Wyoming

Occasionally, titles are lost in the mail, misplaced or damaged. In these cases, a release of lien is created and forwarded in lieu of the title document. Once received, the release of lien should be taken to your local DMV or tag office where you can apply for a lien-free title.

These states offer and/or require electronic title programs:

  • Arizona
  • California
  • Florida
  • Georgia
  • Hawaii
  • Idaho
  • Kansas
  • Louisiana
  • Massachusetts
  • Nebraska
  • New York
  • Ohio
  • Pennsylvania
  • South Carolina
  • South Dakota
  • Texas
  • Virginia
  • Washington
  • Wisconsin

I was thinking about trading or selling my vehicle. What do I do about the title?

PRIVATE SALE OF YOUR VEHICLE

If you are considering selling your vehicle to another individual, you will need to pay off your loan and obtain the title or release of lien first. If you received an original title, you may transfer ownership and remove the lien in one transaction by signing over the title to the new owner on the back.

If you live in one of the states listed below, you should have received your title from the state shortly after you purchased your vehicle. You can attach the release-of-lien document received from your lender to the title and sign over ownership of the vehicle. Again, the transfer of ownership and removal of lien holder can be done all in one transaction. If, however, you did not receive or have misplaced the title, you will need to apply for a duplicate title before moving forward with the sale of your vehicle.

  • Kentucky
  • Maryland
  • Michigan
  • Minnesota
  • Missouri
  • Montana
  • New York
  • Oklahoma
  • Wisconsin (if issued before July 2012)
  • Wyoming

If you've received a release of lien and do NOT live in one of the states listed, you will need to apply for a duplicate title before moving forward with the sale of your vehicle

TRADING OR SELLING YOUR VEHICLE TO A DEALERSHIP

If you are considering trading or selling your vehicle to a dealership, the dealership will typically take care of a loan payoff and title collection as part of the transaction. Once the payoff is received, title-release documents will be forwarded directly to the dealership that paid off the loan.

AUTHORIZATION FOR PAYOFF

Please use this form if the title needs to be sent to anyone other than the registered owner of the vehicle. Without authorization to do so, SCUSA may mail the title to the address on file for the registered owner. Please mail form with final payment.

If you have additional questions regarding how to transfer the title of your vehicle, visit your state website or local DMV or tag office. If you are unsure how to access the website for your state, you can use www.dmv.org or www.anydmv.com to be directed to your state's vehicle title and registration information. From these sites, you can access and download forms you may need, get general information regarding standard transactions, and/or obtain contact information for your local DMV or tag office so you may ask more specific questions.

I've recently moved to a different state, and I need to register my vehicle. What should I do?

The first step is to visit the website or local office of the state to which you recently located. There you can obtain information regarding individual state requirements and/or time frames in which the transfer of registration must be completed. If you are unsure how to access the website for your state, you can use www.dmv.org or www.anydmv.com to be directed to your state's vehicle title and registration information. From these sites, you can access and download forms you may need, get general information regarding standard transactions and/or obtain contact information for your local DMV or tag office so you may ask more specific questions.

Many states require the existing title be surrendered in order to reissue a new title. If this is a requirement of your new state of residence, ask the title clerk at your local DMV or tag office to send SCUSA a request for the title. Most states will require you to apply for the title and pay any title fees prior to them sending SCUSA a request for the original title. The request can be either mailed or faxed to:

Santander Consumer USA
Title Department
PO BOX 961288
Ft. Worth, TX 76161
Fax: 214-237-3549

Once the request is received from the DMV or tag office, SCUSA will arrange for the title to be mailed. The title will be mailed directly to the DMV or tag office making the request. Because of the lengthy process in pulling and preparing the title, please allow a minimum of two weeks for the DMV or tag office to receive the title. All requests for title are sent via regular, first-class mail.

If the state in which your vehicle is currently titled is listed below, you should have received the title directly from the state DMV shortly after purchasing the vehicle. If you previously resided in one of these states and do not have the title, you will need to contact the DMV or tag office in your former state of residence in order to obtain a duplicate title.

  • Kentucky
  • Maryland
  • Michigan
  • Minnesota
  • Missouri
  • Montana
  • New York
  • Oklahoma
  • Wisconsin (if issued before July 2012)
  • Wyoming

These states offer and/or require electronic title programs:

  • Arizona
  • California
  • Florida
  • Georgia
  • Hawaii
  • Idaho
  • Kansas
  • Louisiana
  • Massachusetts
  • Nebraska
  • New York
  • Ohio
  • Pennsylvania
  • South Carolina
  • South Dakota
  • Texas
  • Virginia
  • Washington
  • Wisconsin

If you have additional questions regarding a relocation request, you may contact the SCUSA title department at 800-526-0157.

I have recently changed my name (because of a marriage, divorce, court order, etc.) and need to update my title and registration. What do I need to do?

The first step is to visit the website or local office of the state in which you reside. There you can obtain information regarding individual state requirements and/or time frames in which the transfer of registration should be completed. If you are unsure how to access the website for your state, you can use www.dmv.org or www.anydmv.com to be directed to your state's vehicle title and registration information. From these sites, you can access and download forms you may need, get general information regarding standard transactions, and/or obtain contact information for your local DMV or tag office to ask more specific questions.

Many states require the existing title be surrendered in order to reissue a new title. If this is a requirement of your state of residence, ask the title clerk at your local DMV or tag office to send SCUSA a request for the title. Most states will require you to apply for the title and pay any title fees prior to them sending SCUSA a request for the original title. The request and above-mentioned legal documents can be either mailed or faxed to:

Santander Consumer USA
Title Department
PO BOX 961288
Ft. Worth, TX 76161
Fax: 214-237-3549

Once the request is received from the DMV or tag office, SCUSA will arrange for the title to be mailed. The title will be mailed directly to the DMV or tag office making the request. Because of the lengthy process in pulling and preparing the title, please allow a minimum of two weeks for the DMV or tag office to receive the title. All requests for title are sent via regular, first-class mail.

If the state in which your vehicle is currently titled is listed below, you should have received the title directly from the state DMV shortly after purchasing the vehicle.

  • Kentucky
  • Maryland
  • Michigan
  • Minnesota
  • Missouri
  • Montana
  • New York
  • Oklahoma
  • Wyoming

These states offer and/or require electronic title programs:

  • Arizona
  • California
  • Florida
  • Georgia
  • Hawaii
  • Idaho
  • Kansas
  • Louisiana
  • Massachusetts
  • Nebraska
  • New York
  • Ohio
  • Pennsylvania
  • South Carolina
  • South Dakota
  • Texas
  • Virginia
  • Washington
  • Wisconsin

If you have additional questions regarding a name change request, you may contact the SCUSA title department at 800-526-0157.

My vehicle was previously repossessed, but I have it back and am having difficulty renewing my registration. What should I do?

Some states require a title be placed in the lender's name when a vehicle is repossessed. This may be the case with your title. While SCUSA makes every effort to place the title back into the registered owner's name upon reinstatement of the loan, there are occasional situations which prevent us from doing so without participation of the registered owner.

If you are unable to renew the registration of your vehicle and it has previously been repossessed, contact the SCUSA title department at 800-526-0157.

I would like to have my name removed from the title and registration of my vehicle. How do I do that?

To remove your name from the title, please contact Santander Consumer USA's title department at 1-800-526-0157. Santander will provide a name removal packet, which will need to be completed and returned to Santander Consumer USA before the process can begin. You can only have your name removed from the title if there is another owner currently listed on the loan, title and registration, as well.

I would like to have another person added to the title and/or registration of my vehicle. How do I do that?

The person you want to add would have to be on the original contract when the vehicle was purchased or refinanced. If not, they will not be able to be added to the title.

Additionally, if the person you want to add to the title has previously been removed, Santander allows for only one change to be made to the title through the life of a loan. The second person will cannot be re-added to the title.

If the person you wish to add to the title is on the contract and has not been previously removed, visit the website or local office of the state in which you reside. There you can obtain information regarding individual state requirements for adding a name to a title. If you are unsure how to access the website for your state, you can use www.dmv.org or www.anydmv.com to be directed to your state's vehicle title and registration information. From these sites, you can access and download forms you may need, get general information regarding standard transactions and/or obtain contact information for your local DMV or tag office to ask more specific questions.

Many states require the existing title be surrendered in order to reissue a new title. They may also require a letter of permission from the lender before another person can be added as owner. If either, or both, is a requirement of your state of residence, ask the title clerk at your local DMV or tag office to send SCUSA a request for the title. Most states will require you to apply for the title and pay any title fees prior to them sending SCUSA a request for the original title. Once the request is received from the DMV or tag office, SCUSA will arrange for the title to be mailed. The title will be mailed directly to the DMV or tag office making the request. Because of the lengthy process in pulling and preparing the title, please allow a minimum of two weeks for the DMV or tag office to receive the title. All requests for title are sent via regular, first-class mail.

If the state in which your vehicle is currently titled is listed below, you should have received the title directly from the state DMV shortly after purchasing the vehicle. It is likely, even though you hold the title for the vehicle, the state will request a letter of permission from your lender before adding a name to the title and/or registration. If this is the case, please fax a request for the permission letter to SCUSA. Be sure to include the information regarding where the letter should be faxed, emailed or sent.

  • Kentucky
  • Maryland
  • Michigan
  • Minnesota
  • Missouri
  • Montana
  • New York
  • Oklahoma
  • Wyoming

These states offer and/or require electronic title programs:

  • Arizona
  • California
  • Florida
  • Georgia
  • Hawaii
  • Idaho
  • Kansas
  • Louisiana
  • Massachusetts
  • Nebraska
  • New York
  • Ohio
  • Pennsylvania
  • South Carolina
  • South Dakota
  • Texas
  • Virginia
  • Washington
  • Wisconsin

If you have additional questions regarding your request, you may contact the SCUSA title department at 800-526-0157.

I have been informed my title is electronic. What does that mean?

Some states offer and/or require lenders to participate in electronic title programs, called ELT (Electronic Lien and Title) or e-title programs. If you reside in one of the following states, it is possible that no paper title for your vehicle has been created. Instead, the title is held as an electronic record and will only be printed upon request of the lien holder and/or registered owner.

  • Arizona
  • California
  • Florida
  • Georgia
  • Hawaii
  • Idaho
  • Kansas
  • Louisiana
  • Massachusetts
  • Nebraska
  • New York
  • Ohio
  • Pennsylvania
  • South Carolina
  • South Dakota
  • Texas
  • Virginia
  • Washington
  • Wisconsin

How does an ELT or e-title program affect you, as the registered owner of the vehicle? You will see very little impact, unless you relocate to a different state, want to change your name on the title, or need a photocopy of your title for any reason. In these cases, a paper title must first be requested from the state, which adds to the time before the title can be forwarded to the requesting party. Once the title is printed and mailed back to the lender, it can then be forwarded to another DMV or tag office for updates, or a copy forwarded to you, the registered owner.

If my title is an ELT or e-title, how will I get my title once my loan is paid off?

Each state with an ELT or e-title program varies slightly in how title transactions are processed once a loan is paid in full. See below for information on the various states.

  • Arizona - an electronic notification from the lender is sent to the state. Once received, the lien information is removed from the title record. A free-and-clear paper title is printed in the registered owner's name and forwarded to the appropriate recipient/address. As of May 2010, Arizona is a mandatory ELT state, requiring all lenders to participate.
  • California and Massachusetts - an electronic notification from the lender is sent to the state. Once received, the lien information is removed from the title record. A free-and-clear paper title is printed in the registered owner's name and forwarded to the appropriate recipient/address. IMPORTANT NOTE*** If the title is being sent to the registered owner, California and Massachusetts will send the title to the address listed on the current vehicle registration. If you have moved within the state and did not update your address, your title will be sent to the most recent address the state has recorded for you.
  • Florida, Ohio and Texas - an electronic notification from the lender is sent to the state. All Florida, Ohio and Texas titles remain electronic records unless a paper title is specifically requested. If your loan is paid in full, you may request your paper title through the appropriate BMV/DMV website or by visiting a local tag office. State fees apply.
  • New York - New York is the only ELT state that holds an electronic lien but issues a paper title and forwards the paper title to the registered owner. In addition to the lender sending an electronic transmission notifying the state of a satisfied lien, a release of lien must also be attached to the title. SCUSA will create and forward a release of lien document upon satisfaction of the lien.
  • Georgia, Hawaii, Idaho, Louisiana, Nebraska, Pennsylvania, South Carolina, Virginia, Washington and Wisconsin - an electronic notification from the lender is sent to the state. Once received, the lien information is removed from the title record. A free-and-clear paper title is printed in the registered owner's name and forwarded to the appropriate recipient/address.

How much additional time should you add when an ELT or e-title needs to be changed into a paper title?

This varies by state and the time of year. As with many other things, title offices have their busy seasons, and during busier times of the year it may take longer for a paper title to be issued. Once a request for a paper title has been submitted to the respective state, waiting for the document can add as little as one day or as long as six weeks to any process for which the paper document is required.

The state DMV sent me the title to my vehicle. Is there anything I need to do?

Some states are known as title-holding states. These are states which forward a vehicle title to the registered owner, versus the lien holder. They include:

  • Kentucky
  • Maryland
  • Michigan
  • Minnesota
  • Missouri
  • Montana
  • New York
  • Oklahoma
  • Wyoming

A lender's lien information is still recorded on the front of the title and the lender receives a separate document, reflecting interest in the vehicle. Some states refer to such documents as lien-entry forms, lien cards, security-interest filings, etc. Once a loan is paid in full, the lender will forward either the respective document or a release of lien to the registered owner or other interested party. This document will need to be attached to the title in order to complete any future transactions with that title.

If you do NOT reside in one of the states listed above and received your title prior to paying off your loan, contact SCUSA immediately at 800-526-0157.

Was my online payment received? How do I know?

Successful online payments receive a confirmation number by the payment system. It is important to record this confirmation number for your records until you confirm that your payment has been correctly debited from the account from which the payment was made.

I have made a payment. Why am I getting calls regarding a past-due amount?

Payments made online generally post within one business day from the transaction date. Once your payment is processed and posted to your account, the collection calls will terminate.

When will my online payment be debited from my credit card / checking / savings / etc. account?

Each financial institution has unique timelines for processing and posting financial transactions. Please contact your financial institution for details.

I tried to use the online payment site, but the system is not recognizing my account number, date of birth and/or Social Security number. What's happening?

Please verify that we have your correct information by calling toll-free at 1-888-222-4227. In addition to verifying your account number, date of birth and Social Security number, you should also review other parts of your customer profile that might have recently changed (address, phone number, etc.).

If your information is incorrect in our system, please update your information with a service representative. Please be advised that it takes one full business day for any updates to be processed.

I made a data entry error and paid an incorrect amount and/or used the wrong type of payment method. What can I do?

Please contact us toll-free at 1-888-222-4227 and explain the situation to a service representative. Your representative and, if necessary, a supervisor will determine if a refund is in order.

Please contact your financial institution to determine when a refund transaction will post to your account.

I believe my card / account number was used fraudulently for a payment. What can I do?

In instances of suspected fraud, please work directly with your financial institution(s) to resolve the issue. Your financial institution(s) should provide an avenue for disputing and settling fraudulent payments.

How do I request the amount required to pay off my account?

Please call our automated account information line, toll-free, at 1-888-222-4227 to obtain payoff information, payment history and due date, or to update your account at any time. Information is available 24 hours a day in English and Spanish. You'll need your account number or Social Security Number to access the system.

When will my online payment be posted to my account?

Payments made through our payment website by 9 p.m. Central time generally post the day of the transaction. Payments made through our payment website after 9 p.m. Central time generally will post the next business day.

However, each financial institution has unique timelines for processing and posting financial transactions. Please contact your financial institution for details.

Where do I mail payoff checks?

Mail payoff checks to:

Santander Consumer USA Inc.
P.O. Box 660633
Dallas, TX 75266-0633
Mailed payments only accepted at this location

Overnight Mail for payoff checks should be sent to:

Santander Consumer USA Inc.
1010 W. Mockingbird Lane
Suite 100
Dallas, TX 75247
Mailed payments only accepted at this location

How do I request my payment history?

Please call our automated account information line, toll-free, at 1-888-222-4227 to obtain payoff information, payment history and due date, or to update your account at any time. Information is available 24 hours a day in English and Spanish. You'll need your account number or Social Security number to access the system.

How do I cancel my Vehicle Service Contract (warranty)?

You may cancel your Vehicle Service Contract by completing the Service Contract Cancellation Form and faxing or mailing it to our headquarters (contact information listed on the form)

If your information is incorrect in our system, please update your information with a service representative. Please be advised that it takes one full business day for any updates to be processed.

How do I handle an insurance claim due to physical damage?

Please call 1-800-215-6922 toll free to speak to one of our insurance representatives. Please have the following information available: the date of the accident, the insurance company's name and phone number, claim number, and the insurance adjuster's information, if applicable.

How do I get my insurance check endorsed?

Please endorse the insurance check prior to mailing. We will endorse the insurance check once proof of repairs has been received.

Where do I send insurance information?

Insurance coverage is mandatory. Your contract includes a requirement to maintain an insurance policy on your vehicle that provides comprehensive and collision coverage, and to have a Loss Payee and Additional Insured Endorsement. Please make sure this information is correctly disclosed on the policy. Please call toll-free 1-888-222-4227 to update your policy information at any time.

Mail insurance information to:

Santander Consumer USA Inc.®
P.O. Box 1984
Carmel, IN 46802

What do I need to do if I must take my vehicle out of the United States?

Customers must meet certain requirements prior to taking their vehicle out of the country. The requirements include:

  • The customer's account must be current
  • Customer must provide full-coverage, out-of-country insurance
  • Customer must provide the destination / residence address of the out-of-country location
  • Customer must provide the dates that they will be out of the country
  • Dates of travel must match the corresponding insurance dates

How do I make my vehicle payments?

Payments are deducted automatically from your weekly earnings. In the event you do not earn enough on the Uber network that week, you need to make payments directly to the lender to stay current with your lease or loan.

How often do I make vehicle payments?

Payments are due each week and are deducted from your Uber earnings. In the event you do not earn enough on the Uber network, you need to make payments directly to the lender if you want to stay current with your lease or loan. If you don't make payments each week, your missed payments will be added to your regular weekly payment until you are current on your lease or loan.

What if I want to mail my payment?

If you wish to send a payment in the form of a personal check, cashier's check or money order via regular mail, please send it to:

Uber Lease Payments
PO Box 660647
Dallas, TX 75266
Checks should be made payable to CCAP Auto Lease Ltd.

Where should I mail overnight payments and payoffs?

If you wish to send a payment in the form of a personal check, cashier's check or money order via overnight mail, certified mail or Next Day Air, please send it to:

Uber Lease Payments
1010 W. Mockingbird Lane
Suite 100
Dallas, TX 75247
Checks should be made payable to CCAP Auto Lease Ltd.
Mailed payments only accepted at this location.

Will funds be drafted from my account the day they are received?

Each financial institution has unique timelines for processing and posting financial transactions. Please contact your financial institution for details. Any payments made after 5 p.m. Central Time (6 p.m. Eastern) will post to your account the following business day (excluding weekends and holidays).

If my payment does not clear the first time it is submitted, will the transaction be submitted again?

All payments, whether personal checks or checks by phone, may be submitted more than once.

Is there a grace period for late payments, and at what point will I be charged a late fee?

Depending on the state you live in, you may be assessed a late fee if your payment is 10 days past due. For example, if your payment is due on the 5th of each month, it must be received by the 14th to avoid a late fee.

How do I request the amount required to pay off my account?

Please call our automated account information line, toll-free, at 1-888-222-4227 to obtain payoff information, payment history and due date, or to update your account at any time. Information is available 24 hours a day in English and Spanish. You'll need your account number or Social Security number to access the system.

How do I request my payment history?

Please call our automated account information line, toll-free, at 1-888-222-4227 to obtain payoff information, payment history and due date, or to update your account at any time. Information is available 24 hours a day in English and Spanish. You'll need your account number or Social Security number to access the system.

What if I miss a payment because my Uber earnings are too low?

Payments are due each week. In the event you do not earn enough on the Uber network, you need to make payments directly to the lender if you want to stay current with your lease or loan. If you don't make payments each week, your missed payments will be added to your regular weekly payment until you are current on your lease or loan.

What happens when I owe partial payments?

If earnings are less than your weekly payment amount, your next week's payment will adjust refer to: Section 1 "Lease Terms and Payment Amounts". Please review your contract, which provides your contract lease summary.

What happens if I do not make my weekly payment?

Payments will accrue each week and penalties may apply. Please refer to your contract for more details on missing payments.

Can I make prepayments directly to the lender?

Yes, you can make prepayments directly to the lender. There are no prepayment penalties.

What happens if I go on vacation?

You are still required to make payments on time when going on vacation. You can make prepayments directly to the lender. There are no prepayment penalties.

Can I prepay my lease or loan?

Yes, you can prepay your lease or loan at any time.

Are there any prepayment fees?

No, there are no prepayment fees.

May I refinance my contract?

Santander Consumer USA Inc. does not offer refinance on existing SCUSA loans. To receive more information please call one of our account managers toll free at 1-888-222-4227.

What information do I need to access my account information?

Social Security number and birth date.

Where do I find my customer number?

Call 1-888-222-4227 and, following the options on the phone to obtain your customer number, enter your Social Security number and birth year. Enter option 5 to get customer number.

I'm getting a message indicating that "account was not created" when I attempt to set up my account?

Verify that the Social Security number and birth date information entered is correctly. The same email address that is being used for another customer's user name - even if it is the co-borrower on an account - cannot be used. Attempt another email address.

What can I use for user name?

User names must be a minimum of six characters and may not exceed 25 characters. Please use something that is easy to remember (i.e., jsmithsr, jsmith1, johnsmith, etc.).

Why am I getting the message to call and can't access my account?

Certain account statuses require personal attention and will require that you speak to a customer account representative. Please call the number provided (1-888-222-4227).

Why can't I make account updates?

The system will not allow updates between 11:30 p.m. and 5 a.m. Central Time (12:30 a.m. and 6 a.m. Eastern) daily while it is being updated.

How do I update or add contact, employer or reference information?

To edit contact, employer or reference information, choose the "Edit" option on the respective tab, update the information and "Save Info". To add contact, employer or reference information, choose the "Add" option on the respective tab, update the information and "Save Info".

How can I view past payment history for my account?

On the Payment History tab, information for the last month will be shown as default. If you wish to change the date parameters, use the drop down options to select a date range. Click "Submit". On the Payment History tab, you can review posted payments.

I forgot my user name. How do I retrieve it?

On the login screen, choose "I forgot my user name" and enter the email address that was used when the account was created. You will be prompted to answer three security questions. Upon successful validation, your user name will be displayed.

I forgot my password, how do I retrieve it?

On the login screen, choose "I forgot my password" and enter the user name associated with the account. You will be prompted to answer three security questions. Upon successful validation, your password will be displayed.

I was thinking about trading or selling my vehicle. What do I do about the title?

If your account is paid in full, you have the option to trade or sell the vehicle. Double check there is not a lien on the title. To receive more information, please call one of our account managers toll free at 1-888-222-4227.

I have made a payment. Why am I getting calls regarding a past-due amount?

Payments made online generally post within one business day from the transaction date. Once your payment is processed and posted to your account, the collection calls will terminate.

I believe my card / account number was used fraudulently for a payment. What can I do?

In instances of suspected fraud, please work directly with your financial institution(s) to resolve the issue. Your financial institution(s) should provide an avenue for disputing and settling fraudulent payments.

How do I cancel my Vehicle Service Contract (warranty)?

You may cancel your Vehicle Service Contract by completing the Service Contract Cancelation Form and faxing or mailing it to our headquarters (contact information listed on the form).
If your information is incorrect in our system, please update your information with a service representative. Please be advised that it takes one full business day for any updates to be processed.

How do I handle an insurance claim due to physical damage?

Please call 1-800-215-6922 toll free to speak to one of our insurance representatives. Please have the following information available: the date of the accident, the insurance company's name and phone number, claim number, and the insurance adjuster's information, if applicable.

How do I get my insurance check endorsed?

Usually, insurance checks are payable to the customer and the lienholder. So it is necessary for you to endorse the insurance check before mailing it to us. Once proof of repairs has been received, we will endorse the insurance check and apply the funds appropriately to your account.

Where do I send insurance information?

Insurance coverage is mandatory. Your contract includes a requirement to maintain an insurance policy on your vehicle that provides comprehensive and collision coverage, and to have a Loss Payee and Additional Insured Endorsement. Please make sure this information is correctly disclosed on the policy. Please call toll-free 1-888-222-4227 to update your policy information at any time.
Mail insurance information to:

Santander Consumer USA Inc. ®
P.O. Box 4210
Carmel, IN 46082

When are taxes finalized?

Your taxes are finalized 30 days after your contract funds - Tax Rate may adjust according to your garage address. Once you have fulfilled three to four weekly payments, your payment may automatically adjust to reflect the correct tax, if applicable.

What information will I need to access my account information?

You will need your Social Security number and date of birth or your account number and last four digits of your Social Security number.

Click here for additional help

Where do I find my account number?

  1. On your monthly statement
  2. Call 888-824-3452 and follow the steps below to obtain your customer number:
    • a. Enter your Social Security number and birth year.
    • b. Enter option 4 to get account number.

What can I use for a username?

Usernames must be a minimum of 6 characters and may not exceed 25 characters. Please use something that is easy to remember.

Why am I unable to access my account and seeing a message to contact Santander Consumer USA?

Certain account statuses require personal attention and will require that you speak to a customer account representative. Please call 888-824-3452

Why can't I make account updates?

The system will not allow updates 11 p.m. to 4 a.m. Central Time daily while it is being updated.

Can I get assistance while viewing my account information?

There is a live chat link on the top right-hand side of each tab. Agents that can answer specific questions via a text session are available 7 a.m. to 6 p.m. Central Monday through Friday.

How can I send an e-mail with a question to Santander Consumer USA?

  1. Click the live chat link if no agents are available, click the live chat link and then choose the link that is presented.
    OR
  2. Go to http://www.santanderconsumerusa.com, choose the "Contact Customer Service" option from the "Customers" menu option, enter the requested information, and "Submit Now".

How can I view past payment history for my account?

On the transaction "History" tab, change the start and/or end dates to the desired dates and click "Submit". The desired information will be presented.

How can I view past statements for my account?

On the Statements tab, choose the desired statement date from the drop-down menu and the chosen information will be presented.

Why am I getting a message indicating that "account was not created" when I attempt to set up my account?

Verify that the Social Security number and birth date information entered is correct.

The same email address that is being used for another customer's user name cannot be used. Attempt another email address.

How do I update or add contact, employer, information, or authorize someone to speak on my behalf?

To edit contact, employer or reference information, choose the "Edit" option on the respective tab, update the information, and "Save Info". Please check the "Authorize to Speak" box if it is OK to communicate with this customer in reference to your account.

To add contact, employer or reference information, choose the "Add" option on the respective tab, update the information, and "Save Info". Please check the "Authorize to Speak" box if it is ok to communicate with this customer in reference to your account.

How do I make a payment?

  1. If you would like to make an electronic payment via check, credit card or debit card, or set up a recurring payment schedule, click the "Pay Now" button on the right side of any tab, and you will be linked to SpeedPay via a separate window
    OR
  2. Choose the "Make a Payment" tab and view all payment options and specifics.

How do I request payoff information?

On the "Request Payoff" tab, choose the "Request Payoff" button.

I forgot my username; how do I retrieve it?

On the login screen, choose "I forgot my username" and enter the email address that was used when the account was created. You will be prompted to answer three security questions. Upon successful validation, your username will be displayed.

Click here for additional help

What information will I need to access my account information?

You will need your social security number and date of birth or your account number and last four of your social security number

Click here for additional help

How do I apply for an account?

At this time, we are only accepting applications at the retailer's location.

How do I request a credit line increase?

We currently do not offer credit line increases.

Why did I receive a late fee?

If the minimum payment due is not received by its payment due date a late fee will be assessed.

How do I submit a dispute for a charge?

You must submit your dispute in writing within 60 days of the date the charge appeared on your statement. Please include your account number, date of the transaction, amount of the transaction, merchant name, and any supporting documents. You may send your dispute by mailing it to Santander Consumer USA ATTN: Disputes PO BOX 650748 Dallas, TX 75265-0748 or faxing it to us at 214-237-0565.

What do I do if I don't recognize a transaction?

We recommend you contact the merchant directly for details. If you still don't recognize the transaction, you can submit your dispute in writing. Please send your dispute to Santander Consumer USA ATTN: Disputes PO BOX 650748 Dallas, TX 75265-0748 or fax 214-237-0565. Please include your account number, date of the transaction, amount of the transaction, merchant name, and any supporting documents.

Where do I find my account number?

  1. On the welcome letter that was sent when the account was established
  2. Call 888-999-6676 and follow the steps below to obtain your customer number
    • a. Enter your SSN and Birth Year.
    • b. Enter option 2 to get account number

What can I use for a username?

Usernames must be a minimum of 6 characters and may not exceed 25 characters. Please use something that is easy to remember.

Why am I unable to access my account and seeing a message to contact Santander Consumer USA?

Certain account statuses require personal attention and will require that you speak to a customer account representative. Please call 888-999-6676.

Why can't I make account updates?

The system will not allow updates 11pm to 4am CST daily while the systems are being updated.

Can I get assistance while viewing my account information?

There is a live chat link on the top right-hand side of each tab. Agents that can answer specific questions via a text session are available 7 am to 6 pm CST Monday through Friday.

How can I send an e-mail with a question to Santander Consumer USA?

Click the live chat link if no agents are available, click the live chat link and then choose the link that is presented.

Go to http://www.santanderconsumerusa.com, choose the 'Contact Customer Service' option from the 'Customers' menu option, enter the requested information, and 'Send Message'.

How can I view past transaction history for my account?

On the transaction History tab, change the start and/or end dates to the desired dates and click 'Submit'. The desired information will be presented.

How can I view past statements for my account?

On the Statements tab, choose the desired statement date from the drop-down menu and the chosen information will be presented.

Why am I getting a message indicating that "account was not created" when I attempt to set up my account?

Verify that the SSN and birth date information entered is correct. The same email address that is being used for another customer's user name cannot be used. Attempt another email address.

How do I update or add contact, employer, information, or authorize someone to speak on my behalf?

To edit contact, employer, or reference information, choose the 'Edit' option on the respective tab, update the information, and 'Save Info'. Please check the Authorize to Speak box if it is ok to communicate with this customer in reference to your account.

To add contact, employer, or reference information, choose the 'Add' option on the respective tab, update the information, and 'Save Info'. Please check the Authorize to Speak box if it is ok to communicate with this customer in reference to your account

How do I make a payment?

  1. If you would like to make an electronic payment via check, credit card, debit card, or set up a recurring payment schedule, click the 'Pay Now' button on the right-side of any tab and you will be linked to SpeedPay via a separate window.
    OR
  2. Choose the Make a Payment tab and view all payment options and specifics.

How do I request payoff information?

On the Request Payoff tab, choose the 'Request Payoff' button.

I forgot my user name, how do I retrieve it?

On the login screen, choose 'I forgot my username' and enter the email address that was used when the account was created. You will be prompted to answer three security questions. Upon successful validation, your user name will be displayed.

Click here for additional help

What is an annual fee?

A fee charged for some credit card products yearly.

What's an interest charge, and when does it occur?

An interest charge is the sum of interest on your credit account. If you pay less than the full balance by your payment due date, then you will pay interest on those purchases.

What's an annual percentage rate (APR)?

The annual percentage rate is a measure of the cost of credit, expressed as a yearly rate.

Can I make a payment at the store?

At this time, payments cannot be made at the store. However, we offer many convenient ways for you to make a payment, including electronic payments, payments via Western Union (city code: PayAccount), MoneyGram (Receive code: 12961), and payments by mail.