Consumer complaint received 2025-12-02 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with additional products or services purchased with the loan
Company: SANTANDER HOLDINGS USA, INC.
State: IL

Complaint narrative:
My original complaint : The bank sent in the pay off amount on my loan, XXXX XXXX signed for it on XX/XX/XXXX The bank and myself both called almost daily looking for them to apply the money. Every time we were told that it takes time. On XX/XX/XXXX they finally called and said they found the money, its in another persons account, 4 days later they called and said they had it in my account and sent me a pay off letter dated XX/XX/XXXX, which is unfair as they had the money since the XXXX. They also told me on the XXXX they would expedite the title and send it XXXX XXXX next day to make up for all the problems. On Tuesday XX/XX/XXXX I called and was told sorry we mailed it out in XX/XX/XXXX regular mail. It is now XX/XX/XXXX and still no title. This is so unexceptionable there is no excuse for any of this, everything has been there mistake and I am paying for it! 
Company response : Re : CFPB Case No. : XXXX XXXX XXXX Account XXXX. : XXXX XXXX XXXX XXXX XXXXXXXX Dear XXXX XXXX : Thank you for taking the time to submit your concerns through the Consumer Financial Protection Bureau ( CFPB ). We appreciate the opportunity to review this matter and provide a response. 
We regret to learn about your concerns regarding your account and the servicing you have experienced when contacting us, and we apologize for any inconvenience. We appreciate your feedback. 
Our records show that the payoff check we received from XXXX XXXX XXXX, in the amount of {$14000.00}, was initially applied to a different account because there was no account number included on the printed check. As such, it took time to locate the funds and reapply them to your account. 
We located and posted the funds on XX/XX/XXXX, with an effective date of XX/XX/XXXX. 
The account was considered paid in full and closed on that date. An updated Paid in Full letter is enclosed. 
We show you contacted us on XX/XX/XXXX, and requested that the title be sent via XXXX XXXX Overnight Delivery to XXXX XXXX XXXX. Our Customer Service representative submitted a request accordingly. However, our title vendor had already started the release process and, per our standard business practice, the title was released and mailed to XXXX XXXX XXXX XXXX United States Postal Service ( USPS ) first class mail on XX/XX/XXXX. The title was mailed to the address you confirmed of XXXX XXXX XXXX XXXX, XXXX, AR XXXX and was not returned to us as undeliverable.. 
Because the title was released to XXXX XXXX, if they have not yet received it, they would need to contact us to request a Release of Lien ( ROL ). Alternatively, you can provide us with proof of ownership of the vehicle, and we can provide you with an ROL. A review of the XXXX XXXX XXXX XXXX XXXX XXXX  ( XXXX  ) does not show a registered owner. 
Thank you for the opportunity to address your concerns. If you have questions, please call us at XXXX XXXX, Monday through Friday XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, TX XXXX XXXX  My reply : No ADDITIONAL COMMENTS First of all on XX/XX/XXXX the company claims I called them They actually called me and apologized for everything and said they would XXXX XXXX  XXXX title, they did not I called back in on XX/XX/XXXX and was told it had been mailed out regular mail, now they are saying it was mailed out on XX/XX/XXXX I have called several times asking for the title and was at first told I had to wait XXXX to 10 days. After the 10 days were up I was told I would need to have the bank call in that paid it off in order to request a release of lien in order to get a lost title. So this morning the bank called in and was told I had to call in and that they had no rites with the truck. I then called in, which Im doing as Im writing this, Im on hold while they call the bank to see what they want them to do. This is ridiculous, you cant make this kind of thing up, its too ridiculous. XXXX XXXX needs to get me or the bank the title and pay for the troubles they have caused! Now the woman is back on the phone from XXXX XXXX  saying she talked to the bank and that a ROL could be sent out in XXXX to 10 days per her request. This all started in XX/XX/XXXX XXXX now waiting for the title dept to get on the phone to ask that the ROL be sent out XXXX XXXX immediately!!! This is beyond a run a round its inexcusable! It has cost us all money And about to cost us more money because we have to file for a lost title in order to complete the original sale.!!! Someone should pay for all these mistakes!

Company response to consumer: Closed with explanation