Consumer complaint received 2024-12-17 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Getting a loan or lease — Credit denial
Company: SANTANDER HOLDINGS USA, INC.
State: CA

Complaint narrative:
Subject : Complaint Against XXXX XXXX XXXX for Bad Faith Contract Cancellation, Unfair Business Practices, and Privacy Violation Complainant : Name : XXXX XXXX Business Being Reported : Name : XXXX XXXX XXXX Address : XXXX XXXX XXXX XXXX XXXX, CA XXXX Contact Person : XXXX ( XXXX XXXX ) 1. Summary of Complaint I am filing a complaint against XXXX XXXX XXXX for the following issues : 1. Bad Faith Contract Cancellation 2. Unfair and Deceptive Business Practices 3. Privacy Law Violation 2. Background Details On XX/XX/year>, I purchased a vehicle from XXXX XXXX XXXX. Shortly after, I was informed that my financing contract was being canceled due to failure to provide proof of residence. 

3. The XXXX XXXX Issue Background : My XXXX account was initially under my business address, which I explained to XXXX from the beginning. 
Compliance : To satisfy XXXX  request for a XXXX bill with my home address, I : 1. Contacted XXXX and updated my billing address to my home address. 
2. Obtained a written confirmation from XXXX verifying the address change The Problem : XXXX billing system operates on a monthly cycle, so a new bill reflecting the updated address is not yet available. 
Despite providing the written confirmation of the address change, XXXX continues to insist on the actual XXXX bill and refuses to accept the written confirmation. 
Why This Is Unreasonable : 1. I have already provided multiple valid proofs of residence, including bank statements, utility bills, pay stubs, and a secondary phone bill.

2. I contacted Santander ( the lender ), who confirmed they do not require a XXXX bill or any additional documentation beyond standard address proof. 
3. XXXX insistence on an unavailable document, despite clear alternative evidence, appears : Arbitrary and Unreasonable : Rejecting valid documentation without explanation.

Bad Faith : Ignoring my compliance and efforts to meet their requests.

Unfair Business Practices : Imposing requirements beyond what the lender or law requires.

4. Privacy Breach Upon receiving the vehicle, I discovered a folder inside containing the previous owners sensitive personal information, including : Drivers license number Credit scores and loan details Auto insurance policy numbers Home address and contact details I reported this privacy breach to XXXX, but they have ignored my concerns and failed to take corrective action. This constitutes a violation of the Gramm-Leach-Bliley Act ( GLBA ) and California Consumer Privacy Act ( CCPA ).

5. Lack of Alternatives & Good Faith AutoNation has not offered reasonable alternatives to resolve this issue, such as : 1. Allowing me to pay cash for the vehicle.

2. Finding a new lender or allowing me to arrange my own financing.

3. Allowing me to add a co-signer to resolve any potential financing issues. 

Instead, they continue to insist on immediate cancellation and repossession, without valid justification or acknowledgement of my compliance. 

6. Requested Actions I request the following : 1. An investigation into XXXX  bad faith cancellation and refusal to accept valid address verification.

2. A review of XXXX  compliance with consumer protection laws regarding contract cancellations.

3. An inquiry into their mishandling of sensitive consumer information and a corrective action plan for future data protection.

4. Enforcement of penalties or remedies as applicable under state and federal law.

7. Supporting Documents Attached are the following : Copies of all documents I provided to verify my residence. 
Written confirmation from XXXX regarding my updated address. 
Emails and texts exchanged with XXXX representatives. 
Contract cancellation notice from XXXX. 

Conclusion : XXXX refusal to act in good faith, insistence on unreasonable demands, and failure to address the reported privacy breach require immediate attention. I request your office investigate and hold XXXX accountable under consumer protection and privacy laws. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation