Elisha Lueers

Review of Sovereign Bank (Texas)

UNHELPFUL!!! During the gap process for my total l...

UNHELPFUL!!! During the gap process for my total loss, they were a NIGHTMARE every step of the way. I call about my total loss and provide them with confirmation over the phone that they may give information to my gap insurance company. No problem, they assure me, they will reach out and get everything taken care of on their end. I call them 2 weeks later, thinking at this point that I'm just verifying that they have received the gap check. No, they tell me, they haven't received it. I call the gap insurance to discover that SANTANDER had not even contacted gap or made any effort to upload the necessary documents! A few back and forth calls later (gap/lienholder), I discover that they don't even have MOST of the documents necessary for a gap check to be cut!! Woman on the phone was very defensive, of course it's my fault that they don't have the paperwork AND didn't bother to inform me of that 2 weeks ago! Called Santander asking them to reach out directly to gap "I have their info here.." lady puts on a 10 minute hold. Seriously?? It's not that hard to take down a name and a number! Turns out they had NEVER bothered to get the gap info from me 2 WEEKS AGO. Every step of the way it has been on ME to find the paperwork and get it submitted. I have a payment coming due on a totaled car I haven't driven all month because they did literally NOTHING for 2 WEEKS after REASSURING me they could take care of it. The estimated time I'll see my overage payment back from them is 30 BUSINESS DAYS. Which is just UNACCEPTABLE in the 21st century, what are you doing holding on to my money for so long?? So glad I'll no longer be financing through these folks!!!