Not resolved
Customer service
Product or Service Quality

I recently paid off my HE line of credit, but they took an additional automatic charge against my checking account before the payoff was credited, so there was an "unapplied amount". The charge against the checking automatically activated the unsecured line of credit.

The number I called from the web site put me into the collections department. When I asked that the "unapplied amount" be applied to pay off the other line of credit, I was put on hold for about 20 minutes, then told that further research was required and they would have to call back. 90 minutes later I was called and told that I had to be transferred to the Customer Service dept, which told me they couldn't use the equity overpayment to pay off the unsecured line, but would have to send me a check & then I would have to pay off the unsecured line myself. When I expressed displeasure with that, they offered to just put the overpayment in my checking account, I said okay, then was told that it would take 5 days.

5 DAYS!!!! I can transfer money to China faster than that. This bank's information and processing systems must be 1970's vintage. I was a banker for 40 years, and had better systems back in the 1980's.

A BANKING DINOSAUR. Will be glad when I'm done with them.

Product or Service Mentioned: Santander Consumer Usa Auto Loan.

Reason of review: Poor customer service.

Preferred solution: Let the company propose a solution.

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