Billing Questions

Question: Where should I mail my payment?
Answer: 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.

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Question: May I have my payment automatically deducted from my checking or savings account?
Answer: 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 - can be found by clicking the link below, or is also available on the back of your customer statement.

Click here for more information on the Auto Pay program.

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Question: How can I make a payment that posts quickly?
Answer: Aside from online payments, there are two other ways to get your payment to us quickly: MoneyGram Express and Western Union Quick Collect. Please note that you will be charged certain fees for using these expedited services. (However, these fees are almost always less than the loan's daily accrual of interest and late fees.)

Use the following links for information regarding MoneyGram Express and Western Union Quick Collect. << Back to "FAQs"

Question: Will funds be drafted from my account the day they are received?
Answer: Any payments made before 5 p.m. Central Time (6 p.m. Eastern) (including overnight payments and payments made via certified mail) will generally post to your account within one to three days after they are received (excluding weekends and holidays). However, your bank may not debit the funds from your account for up to 48 hours.

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). << Back to "FAQs"

Question: Do you accept payments by telephone?
Answer:
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. << Back to "FAQs"

Payments made via telephone generally post to your account within one day. Click here for more information on paying by phone.

Question: How is daily interest computed?
Answer:
(Principle Balance x Contract Interest Rate) / 365 = Daily Interest

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

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Question: If my payment does not clear the first time it is submitted, will the transaction be submitted again?
Answer: All payments, whether personal checks, electronic payments, or checks by phone may be submitted more than once. << Back to "FAQs"

 

Online Payment Questions

Question: Was my online payment received? How do I know?
Answer: 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. << Back to "FAQs"

Question: When will my online payment be posted to my account?
Answer: Payments will be posted within two (2) to three (3) business days from the scheduled transaction date. << Back to "FAQs"

Question: I have made a payment. Why am I getting calls regarding a past-due amount?
Answer: Payments made online generally post two (2) to three (3) business days from the scheduled transaction date. Once your payment is processed -- and if your account is no longer has any past due items associated with it (interest, late fees, etc.) -- collection calls will be discontinued. << Back to "FAQs"

Question: When will my online payment be debited from my credit card / checking / savings / etc. account?
Answer: Each financial institution has unique timelines for processing and posting financial transactions. Please contact your financial institution for details. << Back to "FAQs"

Question: 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?
Answer: 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. << Back to "FAQs"

Question: I made a data entry error and paid an incorrect amount and/or used the wrong type of payment method. What can I do?
Answer: 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.
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Question: I believe my card / account number was used fraudulently for a payment. What can I do?
Answer: 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. << Back to "FAQs"

 

Other Questions

Question: If I believe that I qualify for assistance through the Servicemembers' Civil Relief Act (SCRA), how do I receive help?
Answer: One of our account representatives will review your account for eligibility in this program. Simply fax a copy of your formal active duty orders or enlistment papers, and a letter requesting SCRA assistance, to 214-615-3999. Please call us toll-free at 1-888-437-4846 three (3) days later to confirm document receipt and program acceptance. << Back to "FAQs"

Question: How do I request the amount required to pay off my account?
Answer: P lease 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.

Click here for more information about how to pay off your account.

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Question: Where do I mail payoff checks?
Answer: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.

<< Back to "FAQs"

Question: How do I request my payment history?
Answer: 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. << Back to "FAQs"

Question: How do I cancel my Vehicle Service Contract (warranty)?
Answer: 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.
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Question: How do I handle an insurance claim due to physical damage?
Answer: Please call toll-free at 1-800-215-6922 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. << Back to "FAQs"

Question: How do I get my insurance check endorsed?
Answer: Please endorse the insurance check prior to mailing. We will endorse the insurance check once proof of repairs has been received. << Back to "FAQs"

Question: Where do I send insurance information?
Answer: 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 at 1-888-222-4227 to update your policy information at any time.

Mail insurance information to:

Santander Consumer USA Inc.®
P.O. Box 183
Minneapolis, MN 55480-0183

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

A customer who is planning an out-of-country trip should contact us toll-free at 888-222-4227 to work with a manager who will help properly document the proposed travel. << Back to "FAQs"

 

Payment Arrangements

Question: May I refinance my contract?
Answer: We do not currently offer an opportunity for our customers to refinance their contracts. << Back to "FAQs"

Question: Is there a grace period for late payments?
Answer: 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
. << Back to "FAQs"

Question: At what point will I be charged a late fee?
Answer: 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. << Back to "FAQs"

Question: May I skip a payment?
Answer: 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. << Back to "FAQs"

Question: May I change my payment due date?
Answer: 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. << Back to "FAQs"

 

Title Questions

Question: I have moved to a different state and need to get tags for my auto. What should I do?
Answer: Go to your local Department of Motor Vehicles and let them know you are a new resident of their state and would like to get registration for your vehicle. Advise them that Santander Consumer USA Inc. is the lienholder of the vehicle:

Santander Consumer USA Inc.
PO Box 25120
Lehigh Valley, PA 18002-5120

We will gladly send them the original title of the vehicle if they will fax a request to 214-237-3549. It will take about 15 days to get the title back to the DMV or tag agency
. << Back to "FAQs"

Question: My temporary tag from the dealer has expired. What do I do?
Answer: You will need to call the title clerk at the dealership that sold you your vehicle to determine if your paperwork has been processed with the DMV. Each state and dealership has different timelines for processing this request. << Back to "FAQs"

Question: I have lost or never received my title, and my car is paid off. What do I do?
Answer: You can request a release of lien to be sent to you using the this Web site. Click on "Customer Service," and then "Contact Customer Service." Please request a release of lien in the inquiry box; be sure to include your account number or Social Security number in the body of your request so that we can properly locate your account. << Back to "FAQs"

Question: What issues are NOT handled through the title department?
Answer: The title department cannot assist with:

  • Paid in full letters or payment history (please request via this Web site or request through an account manager at 888-222-4227)
  • Letters of guarantee (please contact our physical damage department at 800-215-6922) << Back to "FAQs"

 

Online Customer Account Management Questions

Question: What information do I need to access my account information?
Answer:
Social security number of either borrower or co-borrower.
Birth date of either borrower or co-borrower.
Click here for additional help.

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Question: Where do I find my customer number?
Answer:
1) On your monthly statement, it is the first 7 numbers of the field labeled "Account Number". OR
2) Call 1-888-222-4227 and following the steps below to obtain your customer number:
a. Enter your SSN and Birth Year.
b. Enter option 5 to get customer number. << Back to "FAQs"

Question: Why am I getting a message indicating that "account was not created" when I attempt to set up my account?
Answer: 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 (even if it is the co-borrower on an account) can not be used. Attempt another email address. << Back to "FAQs"

Question: What can I use for user name?
Answer: 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.). << Back to "FAQs"

Question: Why am I getting the message to call Drive and can't access my account?
Answer: 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). << Back to "FAQs"

Question: Why can't I make account updates?
Answer: The system will not allow updates between 11:30 PM and 5:00 AM CST (12:30AM and 6:00AM EST)daily while the systems are being updated. << Back to "FAQs"

Question: Can I get assistance while viewing my account information?
Answer: 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 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). << Back to "FAQs"

Question: How can I send an email with a question to Drive?
Answer:
1) Outside of live chat hours, you can click the online chat button on the top right-hand side of the page to submit a question via email. OR
2) Go to www.drivefinancial.com, choose the "Contact Customer Service" option from the "Customer Service" menu option, enter the requested information, and "Send Message". << Back to "FAQs"

Question: How can I view past payment history for my account?
Answer: 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". << Back to "FAQs"

Question: How can I view past statements for my account?
Answer: On the Statements tab, choose the desired statement date from the drop-down menu and the chosen information will be presented. << Back to "FAQs"

Question: How do I update or add contact, employer, or reference information?
Answer: 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". << Back to "FAQs"

Question: How do I request payoff information?
Answer: On the Request Payoff tab, choose the "Request Payoff" button. << Back to "FAQs"

Question: I forgot my user name, how do I retrieve it?
Answer: 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.

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Question: I forgot my password, how do I retrieve it?
Answer: 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.
Click here for additional help.

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Question: How do I make a payment?
Answer:
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. << Back to "FAQs"