Santander Consumer USA

1. Santander Consumer USA Impound Procedures and Processes

2. What is an ‘impounded’ vehicle? • A vehicle that is… • Abandoned by the customer at a tow yard, repair shop, impound lot, etc. • Seized by a law enforcement agency (federal, state or local). • Still in the customer’s possession BUT, deemed damaged beyond repair by a third party appraiser (PDA or an insurance adjuster). PAGE //2// JUNE 2009

3. Also… • There will typically be fees owed on the vehicle (towing, storage, repair, etc.). If there aren’t any fees owed, is the vehicle impounded or is it a voluntary surrender? • There may be no insurance coverage OR only liability coverage. If the customer has full coverage, the account should be referred to the Insurance Department using the PTIN activity code.

4. Why are cars impounded? • Abandonment • Parking Violations • Moving Violations • Used in the Commission of a Crime • Incarceration • Mechanic’s Liens • Government Seizures

5. How does Impounds find out? • Stored Vehicle Notices (SVN’s) • Locator Technology • Other Vendors • Insurance Companies • Dealerships • Other Impounding Agencies • Customers • Servicing

6. How does Servicing find out? • Outbound calls to the customer. • Inbound calls from the customer. • Directly from the impound company.

7. What do you do when you find out a car has been impounded?

8. When talking to the customer… • Where is the vehicle located? • Name of facility • Address • Phone number • Contact person • Is there full coverage insurance? • Yes – Get as much insurance information as you can and send the account to the Insurance Department using the PTIN activity code. • No – Send the account to the Impound Department using the IMPD ‘Request Process’ in My Supervisor.

9. When talking to a dealership… Are there fees owed? • Yes – Send to the Impound Department using the IMPD ‘Request Process’ in My Supervisor. • No – Send to the Voluntary Surrender list using the VLRP process.

10. Fees owed at a dealership… Questions to ask: • Why was the car brought in? (voluntary surrender, repairs, etc.) • Is the vehicle damaged? • Have repairs been started or completed? • Contact Information • Name of Dealership • Address • Phone Number • Contact Person

11. If the vehicle is at a storage facility, impound lot, repair facility, etc… Questions to ask: • How long has it been there? • How much is the bill? • What’s the daily storage rate? • Is the vehicle damaged? What’s the current condition? • Has it been repaired? • What’s the repair bill? • Has the customer already made pick up arrangements? • Was insurance involved?

13. Click on ‘Account’ and select ‘Request Process’.

14. Click on IMPD – IMPOUND.

15. Red fields are required. Black fields are optional. Add a note here… Click here!

16. If the vehicle is damaged and located at the customer’s home… • Leave the account in Servicing. • Contact the Impound Department via email: • @Loss_Mit: Impounds) to have PDA inspect the vehicle.

17. If you’re not sure… • Contact us! • Transfer the call to Impounds • Email @Loss_Mit: Impounds

18. The only mistakes that we can’t fix… are the ones that we don’t know about.