Consumer complaint received 2026-05-19 00:00:00
Product: Vehicle loan or lease — Lease
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: MI

Complaint narrative:
I was contacted on XX/XX/XXXX by the dealership I sold my vehicle to on XX/XX/XXXX. They informed me that the vehicle was still showing there was a lien on it and that I needed to contact XXXX XXXX ( original lending company ) and XXXX XXXX ( final lender ). I was able to find the lein satisfied statement that comes with the title I have in my possession, as well as a document from XXXX XXXX that is the " bill of sale '' that signs off the rights to the vehicle and the title. I took all of this to Secretary of State and was turned away because the title I have does not have any final odometer reading listed. These are the dates I have attempted to obtain the odometer statement from XXXX XXXX and what occurred during these attempts : XX/XX/XXXX : After multiple attempts to navigate the phone tree and being hung up on, when I finally reached someone, we verified the entire VIN number, and I gave them all the information needed for my request, including my email to send the odometer statement to. XX/XX/XXXX, after getting " disconnected '' several times, I finally was able to talk to someone who said that my " request was denied '' because I did not provide a " written request. '' I was never told I needed to provide a written request, and I was not ever provided the email for submitting this request. Then I was told the email I needed to submit my request to was " XXXX '' The person I spoke with even spelled this out for me. XX/XX/XXXX : Called again to have some kind of reassurance my email was received and that I did what I was supposed to do. After a lengthy time on hold for the title release department, I was told I did not send my email to the correct email. The actual email is " XXXX, '' thus restarting the " 3-5 business days for a response. '' XX/XX/XXXX, called, and the phone rang after getting through the phone tree and no one actually answered. XX/XX/XXXX : Called to check in because now it is " business day 4, '' and I have a feeling I won't be getting my statement by " business day 5. '' After getting " disconnected '' several times, I was told that it would need to be XXXX XXXX to get the odometer statement. After this I called XXXX XXXX twice to review everything, and I was assured that I am the " buyer '' and XXXX XXXX is the " seller '' and that they have no part in obtaining the odometer statement. XX/XX/XXXX : Called again to try and escalate this to a supervisor, through multiple failed attempts at obtaining this statement through the proper channels. Only to be told again it has to be XXXX XXXX to request the odometer statement. I asked several times to speak with a supervisor or to have a direct contact person with a phone number to pass along to XXXX XXXX so they can request the odometer statement. Only to be hung up on multiple times. Also, I do not have an account number any longer with XXXX XXXX ( since this account was closed in XXXX of XXXX ), so the " account number '' listed later in these documents is the VIN #, as I have no other way to identify myself to this company. This only adds to my issues of navigating the automated phone tree and communicating with whoever I get through to when I call.

Company response to consumer: Closed with explanation