Consumer complaint received 2025-12-09 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Notice to repossess
Company: SANTANDER HOLDINGS USA, INC.
State: GA

Complaint narrative:
On XX/XX/scrub> 2025, my vehicle was repossessed by Santander Consumer USA at approximately XXXXXX/XX/XXXX, as confirmed by timestamped XX/XX/XXXX camera footage. I received no written notice of default, no right-to-cure notice, no notice of intent to repossess, and no opportunity to resolve any alleged issue before the repossession took place. 


AXX/XX/XXXXmore than XXXXXX/XX/XXXX AFTER my vehicle had already been takenSantander sent an email stating that my vehicle may be picked up soon. This proves that the required notices were not sent prior to the repossession and that I was not given any opportunity to cure or understand the alleged problem. 


On XX/XX/year>2025, I received only a generic your account is past due email with no cure amount, no cure deadline, no mention of default, and no warning that repossession was being pursued. This does not meet legal notice requirements. 


I was never informed that any payment had been returned or failed. I received no mailed notice, no email notice, and no communication giving me a chance to fix the issue. 


When I called Santander, their representative falsely claimed that my phone number was not on file, even though their automated system immediately recognized my number, identified my account, and authenticated me. This raises concerns about the accuracy of their internal records, and whether any notices were ever properly generated, addressed, or delivered. 


After the repossession, I attempted to contact Santander repeatedly. I faced multiple hold times exceeding XXXXXX/XX/XXXX, repeated transfers, and no ability to reach anyone who could explain why my vehicle was taken or provide any documentation. This prevented me from resolving the issue or retrieving necessary information. 


This is theXX/XX/XXXX time this has happened. A similar repossession occurred previously, also without proper notice or opportunity to cure, suggesting a repeated pattern of improper servicing and failure to maintain accurate account information. 


The wrongful and premature repossession caused significant hardship. I missed a scheduled job interview because I had no transportation. I also had to walk to pick up my child from school, which caused distress for both of us. I am a single mother actively seeking employment, and I fully intend to pay what I owe, but I was denied the legally required opportunity to cure. 


I am requesting that the CFPB investigate Santanders failure to provide required notices, improper repossession procedures, inaccurate internal records, and communication barriers. I am also requesting verification of the alleged default and copies of all notices the company claims were sent. 


In addition, the repossession agent towed the vehicle while the back driver-side tire was extremely low. This tire loses air quickly and I have to pump it up every time I drive the vehicle. I had not driven the vehicle that day, so the tire was very low when the agent arrived. I told him the tire needed air before the vehicle could be safely moved. He stated he would put air in the tire, but I witnessed him tow the vehicle without adding any air. I was never provided any documentation showing the tires condition. Towing a vehicle with a severely low tire can damage the rim, wheel, or suspension, and this raises concerns about safety, misrepresentation, and proper repossession procedure. 


For clarity, I am attaching copies of the ONLY communications I received from Santander prior to and immediately after the repossession. The XX/XX/year>2025 email contained no notice of default, no cure amount, and no warning of repossession. The XX/XX/year>2025 emailstating my vehicle may be picked up soonwas sent at XXXXXX/XX/XXXX, after my vehicle had already been taken at approximately XXXXXX/XX/XXXX. These documents demonstrate that I was not provided lawful or timely notice as required. 


I am also attaching a screenshot from my XXXX security system showing the repossession agent arriving on my property at approximately XXXXXX/XX/XXXX on XX/XX/scrub> 2025. Although the vehicle is not visible in that specific frame because it was parked on the opposite side of my home, the timestamp clearly confirms the agents arrival for the purpose of repossessing the vehicle. This establishes that the repossession was initiated before any notice was sent to me, as the only communication referencing repossession was emailed at XXXXXX/XX/XXXXver XXXXXX/XX/XXXXafter the vehicle had already been removed.

Company response to consumer: Closed with explanation