Consumer complaint received 2026-01-02 00:00:00
Product: Vehicle loan or lease — Loan
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: AL

Complaint narrative:
Subject : Misapplication of Insurance Proceeds, Withheld Overpayment, Inaccurate Credit Reporting, and Unfair Servicing Practices To : Consumer Financial Protection Bureau Company : Santander Consumer USA Account Number : XXXX Vehicle : XXXX XXXX XXXX ( XXXX : XXXX ) Consumer : XXXX XXXX Summary of Complaint I am filing this complaint against Santander Consumer USA for misapplication of insurance proceeds, failure to release an acknowledged overpayment, inaccurate credit reporting, and unfair and obstructive servicing practices. 

Despite clear documentation that my auto loan was paid in full following a total loss, Santander continues to provide conflicting and inaccurate information, withhold funds owed to me, and report incorrect data to the credit bureaus. 



Insurance Proceeds Verified Amount Paid My vehicle was declared a total loss on XX/XX/XXXX. 

Attached is the Vehicle Valuation Report prepared for XXXX XXXX, which confirms : Settlement Value Paid : {$23000.00} Loss Date : XX/XX/XXXX Claimant : XXXX XXXX Valuation Source : XXXX XXXX XXXX. XXXX This document verifies the exact amount XXXX paid in connection with my total loss claim. 



Santanders Contradictory Statements & Withheld Funds Despite the above, Santander is now claiming they received only {$22000.00}, which is {$1200.00} less than the documented insurance settlement. 

Further, in late XXXX ( prior to XXXX ), a Santander representative advised me that I was owed a total refund of {$2300.00}, itemized as : {$1200.00} prorated refund from cancellation of an extended warranty ( originally ~ {$2000.00} ), returned to Santander by the dealership {$1100.00} remaining overpayment balance due to me after payoff reconciliation To date, none of these funds have been released, and Santander now provides inconsistent explanations regarding what payments were received and applied. 



False Paid in Full Letter & Credit Reporting Errors Santander issued a letter dated XX/XX/XXXX stating my account was paid in full, yet : The letter contains contradictory language stating it is subject to final reconciliation Credit reports continue to show : An outstanding balance Late payments Incorrect loan status and payoff information Santanders own payment history reflects payoff effective XX/XX/XXXX, confirming that current reporting is inaccurate and misleading. 

This constitutes violations of the Fair Credit Reporting Act, including : 15 USC 1681e ( b ) inaccurate reporting 15 USC 1681i failure to correct disputed information 15 USC 1681s-2 ( b ) improper furnishing after notice of dispute COVID Deferrals Improperly Ignored My account received deferrals/extensions during periods of hardship related to COVID-19. Despite this, Santander is reporting late payments during periods that should not be marked delinquent, contrary to CARES Act guidance and credit reporting standards. 



Unprofessional & Obstructive Conduct My attempts to resolve this matter directly with Santander have been met with : Representatives hanging up on calls Claims they can not hear me before disconnecting Refusal to transfer calls to supervisors Statements that supervisors are walking the floor Promised callbacks within 48 hours that never occur This conduct has prevented resolution and caused unnecessary stress. 



Requested Resolution I respectfully request that the CFPB require Santander Consumer USA to : 1. Immediately release the full overpayment of {$2300.00} owed to me 2. Provide a full, itemized accounting of all funds received and applied, including : XXXX XXXX proceeds of {$23000.00} Warranty cancellation refund of {$1200.00} XXXX. Correct all credit reporting with XXXX XXXX XXXX XXXX to reflect : Paid in full {$0.00} balance No late payments 4. Confirm permanent account closure in writing 5. Address unfair servicing and customer service practices Supporting Documentation Attached XXXX Vehicle Valuation Report ( Settlement Value : {$23000.00} ) Santander Paid in Full letter dated XX/XX/XXXX Santander payment history showing payoff Credit bureau screenshots reflecting inaccurate reporting Closing Santander XXXX  USAs actions have caused financial harm, credit damage, and emotional distress. I respectfully request CFPB intervention to ensure prompt correction, release of funds owed, and accurate credit reporting. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with non-monetary relief