Consumer complaint received 2026-01-09 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Notice to repossess
Company: SANTANDER HOLDINGS USA, INC.
State: NV

Complaint narrative:
My car was repossessed on XX/XX/XXXX, I have tried Santander before the repossession process to try to come up with a solution as I had lost a job and now I have a new job. The problem is is that when you speak to somebody at Santander, you can never speak to the same person again you talk to different people. The car was repossessed and was that a lot in XXXX  when I spoke to one agent about reinstating, she said that the car would stay in XXXX  being the holidays and I was having trouble getting in contact with with the company that had the car XXXX XXXX. I was never sent physical mail as I am supposed to be notified by mail. According to law they tried to tell me that they mailed out a letter on XX/XX/XXXX, but that they had added an extra digit number to my apartment number. The problem with that as I feel a letter was never sent out because XXXX XXXX had my correct address that they had gotten from Santander I had spoken to an agent on XX/XX/XXXX and she was the one that informed me that a letter had been sent out and that they had the extra digit number, but like I said before XXXX XXXX sent a letter on XX/XX/XXXX as well and had my correct address then on XX/XX/XXXX I just happen to be checking my email and there was an email in there that looked like it was junk. It had nothing connected to Santander at all. It was in my junk box but for some reason I decided to open it and it was the letter that they claim that they sent me on XX/XX/XXXX I feel that this was not a proper way to contact me and why it took from XX/XX/XXXX to XX/XX/XXXX for that letter to be emailed in a very unprofessional fashion again had I not opened it because it was in my junk box and looked like it was junk. The amount on the letter and the amount they tried to get from me are totally different the way they wanted me to send payment in the letter was to a XXXX XXXX XXXX but I was told over the phone. I could only use XXXX or XXXX, which I find very shady. My car arrived in XXXX, XXXX  on on XX/XX/XXXX, I have not been given a notice of sale nor have I been told that it was even in XXXX I can see where my car is at based on my app. My concern is that they are going to sell it at auction and Im going to send them money as well. I tried calling this afternoon and basically I was told that they needed to call and see if the car was even still available it just arrived at the auction house yesterday so I believe speaking to someone that they have to let me know in writing 15 days prior to it going on the market however I feel that they are not doing anything legally or correct. This is causing me extreme emotional distress as when I call them. I have to wait on hold for an hour when I spoke to them yesterday morning they basically answered the phone spoke to me after I had been on hold for an hour and then put me back on hold for another hour and basically gave me absolutely no resolution. When I spoke to an agent on XX/XX/XXXX, I had explained to her that because of the holidays I was having trouble connecting with XXXX XXXX and she told me that she understood that during the holidays it was probably difficult for me to get a hold of XXXX XXXX as they have certain hours like XXXX to XXXX  Monday through Friday I work basically from XXXX to XXXX so when I get off work, I cant even get a hold of XXXX XXXX. I was told that that there would be an extension on the reinstatement and that the car would be on hold and stay here in XXXX  and then the next day it was shipped out I feel Im just spinning my wheels and all I am trying to do is get my car back and all I have been trying to do is keep them well informed on my job situation and it seems like its just getting more and more difficult and theres so many other people in the fire and Im just tired. I see that they have numerous complaints so hopefully this company has been investigated because the way they run their business is absolutely awful.

Company response to consumer: Closed with non-monetary relief