Consumer complaint received 2025-07-03 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: SANTANDER HOLDINGS USA, INC.
State: NH

Complaint narrative:
In XXXX, I was approved for a $ XXXX auto loan with Santander at a 22.9 % interest rate, despite having no income, disclosing I was homeless, and explaining I was fleeing XXXX XXXXXXXX. I made it clear that this vehicle would be my only form of transportation, housing, and safety. Santander still approved the loan without hesitation. 
Since then, Ive made over {$10000.00} in payments, and still owe over {$20000.00}. Most of my payments went entirely toward interest. XXXX {$600.00} payment I made was applied 100 % to interest and {$0.00} to principal. The structure of this loan has created a debt trap I cant escape from, even while trying to act in good faith. 
In early XXXX, Santander granted me a two-month deferment, but only after requiring an additional payment that was never mentioned in the written agreement. They also told me I had to make the next regular payment on time, despite being in a hardship agreement. This was confusing and contradictory, and I was never provided written confirmation of how it would be applied. On my credit report it doesn't show as deferred and it shows payment in XXXX and XX/XX/XXXX but in XXXX it jumped to 60 days late when it was supposed to defer XXXX and XXXX and I paid XXXX from XXXX and a payment and half in XXXX. the numbers dont make sense to me. 
Ive asked multiple times for written communication due to safety and XXXX concerns. I explained that XXXX a XXXX XXXXXXXXXXXX XXXX and can not always answer calls. Santander has ignored these requests and continued calling nonstop, even after being told I could not afford both the vehicle payment and urgent repairs needed to keep the car safe. 
The most distressing part is that Santander knows I use this car to live out of, I have belongings in it, and Ive told them directly that I often sleep in the back. Ive even said : If you come to repossess it, make sure you check the back for me. Theyve threatened repossession anyway. The anxiety from not knowing if Ill wake up to find it gone is overwhelming and constant.

This isnt just a loan issue. Its a housing issue. Its a XXXX issue. Its financial abuse. 
I need help, not harassment. 
Ive made over {$10000.00} in payments, and barely {$600.00} of it has reduced my balance. Even large {$700.00} {$800.00} payments were fully absorbed by interest. Santanders 22.9 % rate is not just high, its structured to trap borrowers in debt. Their own system shows how they exploit payment timing to make nearly every dollar go to interest. I was not warned this would happen, and despite asking for help multiple times, I was only offered delay tactics and pressure. This isnt just unethical, its financial abuse. 
I told them many times, since they would ask every time they called why I fell behind and I asked them to save my response so I dont have to explain it when they call often, its embarrassing and I am often not in a place where I can drop my personal info or let my abuser know I was trying to fleee or in default as he would have pushed me harder to make sure I lost the car. I asked for an option to chat online with someone and they said my account wasn't set up for that and that they would keep calling as long as I was behind. I asked them to not send the mail to the house I was staying at because reasons above, and was told they had to have an address on file for paper correspondence so I paid someone to share their XXXX XXXX with me. I do not have access to it often I let them know. They haven't used the portal at all and I recently saw I could message on there and since have tried a few times to use with no response.

Since purchasing the vehicle, I have had to complete over {$20000.00} in necessary repairs and service, including major safety-critical issues such as a full transmission replacement, multiple brake replacements ( front and rear ), extensive suspension work, tires, wheel bearings, and repeated diagnostic inspections. These issues began almost immediately after purchase and were reported to the dealership within days. Some repairs were covered under an aftermarket warranty or dealership policy, but a significant portion came out-of-pocket. Regardless of who paid, the pattern of repair needs demonstrates the vehicle was sold in defective condition. This reinforces the claim that I was placed into a high-interest loan on an unsafe, high-risk vehicle, with no realistic way to escape the compounding financial burden.

Company response to consumer: Closed with non-monetary relief