Consumer complaint received 2025-07-28 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Unable to receive car title or other problem after the loan is paid off
Company: SANTANDER HOLDINGS USA, INC.
State: MD

Complaint narrative:
On XX/XX/XXXX, I lawfully reinstated my auto loan with Santander Consumer USA. Proof of full reinstatement payment and all required documentation was submitted via XXXX overnight delivery ( Tracking XXXX XXXX XXXXXXXX ), and the package was delivered and signed for on XX/XX/XXXX. 

Pursuant to UCC 9-623, a borrower who cures a default prior to disposition is entitled to have the collateral returned, and under XXXX  XXXX XXXX XXXX, the lienholder is required to submit an electronic lien release to the XXXX  XXXX XXXX XXXX ( XXXX ) XXXX XXXX business days following satisfaction. Santander has failed to comply with both mandates. 

As a direct result, my vehiclea XXXX XXXX XXXX, remains unlawfully stranded at an auction facility. I have been denied the ability to register or retrieve the vehicle due to XXXX refusal to transmit the required XXXX release to the XXXX. When I contacted the XXXX to plate the vehicle, I was explicitly informed that no action could be taken until Santander fulfilled their statutory obligation. 

Despite having cured the loan default and returned the account to good standing, XXXX  internal failures have unlawfully obstructed my access to personal property. Their representatives have provided conflicting and misleading explanationsblaming state processing delays when, in truth, no electronic lien release was ever filed. This failure has denied me transportation and severely impacted my familys quality of life. 

XXXX  conduct is not an isolated instance. They are a repeat offender. From XXXX, Santander was the most complained-about auto lender in over XXXX states, according to public data from the CFPB. In XX/XX/XXXX, Santander agreed to a {$550.00} XXXX settlement with XXXX states and XXXX over systemic subprime lending abuse. Additionally, Santander has been subject to multiple CFPB enforcement actions, including a {$4.00} XXXX civil penalty in XXXX for furnishing inaccurate credit reporting data and a XXXX consent order for deceptive marketing of loan add-on products. These documented abuses include mishandling of post-repossession obligationsexactly the type of misconduct I now face. 

I am the legal owner of this vehicle. XXXX  obstruction has directly impeded my ability to earn income, transport my family, and fulfill daily responsibilities. I am a caregiver to multiple children with special needs which I informed them of and received no humanity. Transportation is essential for their educational, therapeutic, and medical care. XXXX  failure to release the lien and enable registration has caused undue hardship to a household that met every obligation in good faith. 

I respectfully urge the Consumer Financial Protection Bureau to investigate this matter, take regulatory action, and ensure compliance with federal and state laws regarding lienholder obligations after reinstatement. 

This is a pattern, not a mistake. XXXX is necessary. Consumersespecially vulnerable familiesdeserve better.

Company response to consumer: Closed with non-monetary relief