Consumer complaint received 2025-07-24 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Problem related to refinancing
Company: SANTANDER HOLDINGS USA, INC.
State: MD

Complaint narrative:
I am writing to file a formal complaint regarding my auto loan account with Santander XXXX  USA for a XXXX XXXX XXXX, which was deemed a total loss on XX/XX/XXXX. 

Following the total loss, XXXX XXXX issued payment to Santander in an amount well above the market value of the vehicle. Additionally, XXXX GAP Insurance submitted their portion, and I have confirmed that XXXX XXXX, the dealership where the vehicle was purchased, has issued refunds related to maintenance plans associated with the loan. Collectively, Santander has received more than sufficient funds to satisfy the outstanding loan balance. 

Despite this, Santander initially claimed that they had not received any payments. This led me to involve the car dealership directly, whereupon the payments were traced and confirmed as cleared by Santander. The dealership provided all required documentation, including tracking numbers, to prove that the funds were correctly routed and accepted. 

Santander has engaged in a number of troubling practices, including but not limited to : Fluctuating and excessive interest rates, ranging from 18.2 % and fluctuating downward with no transparency regarding the applied waivers or write-offs. 

Reporting the loan as delinquent, leaving derogatory marks on my credit reports, which had to be corrected only after I submitted proof that they had received payments from XXXX, XXXX, and the dealership. 

Manipulation of payment history records, including : The amounts continue to fluctuate For over three months they stated they did not receive a payment from XXXX XXXX I had to contact the corporate office of both organizations in order for them to acknowledge the payment There was actually two payments but they've removed one and stated it was not given Then credited the count with the lesser amount but stated that they gave me the greater amount I had three additional plans with the car GAP Insurance maintenance plan and a power life plan for my vehicle. Yet with all these payments they still state I owe them money and refused to correct my credit report Reordering payment dates. 

Using inconsistent templates to reflect alternate amounts. 

Inserting entries that misrepresent the timeline of payments, creating the illusion of double billing. 

Charging excessive interest and unexplained fees, long after the account should have been satisfied. 

I have documented evidence showing the payment history inconsistencies. Santander has clearly altered and restructured these records to support erroneous billing, which I believe constitutes fraudulent and deceptive financial reporting. Despite the dealership telling them that they need to waive any remaining balances out of good faith they refuse. 

Please find attached all supporting documentation, including payment confirmations, insurance disbursements, dealership correspondence, and comparisons of altered billing statements. 

I appreciate your attention to this matter and look forward to a prompt and thorough resolution.

Company response to consumer: Closed with explanation