Consumer complaint received 2025-07-14 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Problems at the end of the loan or lease — Problem while selling or giving up the vehicle
Company: SANTANDER HOLDINGS USA, INC.
State: CT

Complaint narrative:
I entered into a vehicle lease agreement with Santander Bank on XX/XX/XXXX to lease a XXXX XXXX XXXX = XXXX. Terms were XXXX yrs XXXX miles. 

At the time of taking possession of the vehicle I was told that at the end of the lease, I could return the car to any dealership that works with Santander Bank. 

For the next XXXX  months I paid the lease payment in full and on time. 

On XX/XX/XXXX I called Santander to get final payout amount. I made the final payment XXXX XX/XX/XXXX well in advance of the surrender date of XX/XX/XXXX. 

On XX/XX/XXXX the vehicle was inspected by a Santander contractor and I received report that the vehicle was ready to be surrendered and the lease grounded. 

The last 10 days of XXXX I made several calls to local auto dealerships who work with Santander bank ( XXXX, XXXX, XXXX ) attempting to turn in the vehicle. NO Dealership would take the car. Apparently, car dealerships, XXXX or otherwise, are not required to take possession of the car at the end of the terms of the lease. This was NOT what I was told when I took possession of the car in XX/XX/XXXX. 

I have met the terms of the lease agreement, the terms of the lease are now expired and Santander bank is offering no assistance or solutions. 

I called Santander bank on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and today XX/XX/XXXX attempting to resolve this issue. Here are the conversations of note : On XX/XX/XXXX I was told by Santander Representative XXXX XXXX employee ID XXXX XXXXXXXX ) that I had a 10 day grace period from XX/XX/XXXX to make a another payment. I told her the term of the lease was completed and I didn't want to extend the lease, I wanted to return the car. XXXX told me that the " XXXX XXXX XXXX '' was trying to find a dealership for me to return the car to. I asked XXXX to put in writing the Grace period extension she said she would, but I never received an email from XXXX or any other Santander Bank representative. 

On XX/XX/XXXX, I spoke with Santander XXXX XXXX ( employee ID XXXX XXXXXXXX ) who told me directly that Santander does not put anything in writing but said I had until XX/XX/XXXX to return the car or make another payment. I told XXXX that I was NOT interested in making another payment, I want to turn in the car as the lease period is over. I asked XXXX for Santander to come get the car themselves and was told " we don't do that unless it's a repossession for lack of payment- do you want us to categorize this as a nonpayment repossession? '' I immediately asked to speak to the " XXXX XXXX XXXX '' directly. I was put through to a woman named XXXX who just told me, '' They are working on it ''. I asked for their direct number for future reference and was given the number XXXX. 

Today, XX/XX/XXXX- the last day of my grace period I called what I THOUGHT was Santander " XXXX XXXX XXXX '' at XXXX. This is the number to XXXX XXXX, not any Santander Bank customer solutions department. The customer service representative at XXXX XXXX I spoke with had no record of my case and no idea what I was talking about. 

I just called back Santander at XXXX XXXX  ( XX/XX/XXXX ) and spoke with someone ( employee ID # XXXX ) and was told " they are working on it '' and to call back in XXXX to XXXX business days. My grace period is up. 

I have honored my part of this lease agreement, I Can not find a dealership to take the car. I have made XXXX payments on time. I can not find a dealership to take this car and now Santander is suggesting to repo this vehicle and destroy my credit. I am not trying to steal the car- I am TRYING to return it. My grace period is up. 

I believe that Santander bank is NOT acting in good faith. I was told by XXXX ( employee ID # XXXX ) they purposively do not put anything in writing, There is no urgency and solution offered by Santander. I have a car that I do not own in my driveway that I am paying insurance on. Everyday that it is in my driveway is a liability and a risk and the only offer they made was to categorize the car as a repo for nonpayment and THEN they would come get the car. My grace period is up. I do not want my credit destroyed when I have gone above and beyond to simply return the car after paying in full on time for the past XXXX  months. Please help.

Company response to consumer: Closed with non-monetary relief