Consumer complaint received 2025-07-08 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with additional products or services purchased with the loan
Company: SANTANDER HOLDINGS USA, INC.
State: CA

Complaint narrative:
I am writing to file a formal complaint against XXXX XXXX for improperly denying my request for benefits under the Servicemembers Civil Relief Act ( SCRA ). I am currently serving on XXXX XXXX in the XXXX XXXX XXXX and have provided multiple official documents that confirm my XXXX XXXX status. Despite this, Chrysler Capital has refused to acknowledge my eligibility, citing the need for XXXX XXXX ( XXXX ) orders or other travel documentation. This requirement is completely unfounded and demonstrates a misunderstanding of military structure and SCRA compliance. As an XXXX XXXX servicemember on XXXX XXXX XXXX XXXX ( XXXX  ) orders, I am not required to provide XXXX  orders to prove my status. XXXX  orders are issued to servicemembers who are permanently relocating under official military assignment and are clear, sufficient proof of XXXX XXXX service. XXXX XXXX should not be requesting XXXX  documentation in this case, as it is entirely irrelevant and unnecessary. 

In support of my request, I submitted my XXXX  orders. These orders are issued exclusively to servicemembers on XXXX XXXX and direct a permanent move from one duty location to another. They are not given to reservists or temporary personnel and serve as direct proof that I am currently XXXX  full-time. My XXXX  orders clearly list the date of issue, the gaining XXXX  and XXXX  station, and the official report date to my new assignment overseas. This alone confirms my XXXX XXXX status. 

I also submitted my Leave and Earnings Statement ( LES ), which further verifies my current service. The LES includes critical details such as my pay grade, time in service, entitlements, and most importantly, my current XXXX  status. It is a monthly official financial document issued only to those currently serving in XXXX. There should be no question about its validity or its relevance in establishing my eligibility under the XXXX. 

Additionally, I submitted my XXXX XXXX XXXX ( XXXX ), which is an internal XXXX document generated by the XXXX  human resources systems. The XXXX outlines my complete XXXX  careerassignments, XXXX, promotions, training, XXXX, and my projected separation date. This document is dynamic and reflects up-to-date status information for personnel management. It would not exist in this form if I were not on XXXX XXXX. In fact, it is used by XXXX leadership for assignment planning and career development and is only accessible and applicable to currently serving soldiers. 

Despite submitting all three of these valid documentsXXXX  orders, LES, and XXXX XXXX denied my SCRA request, stating that I must submit XXXX orders or other temporary travel documents. This is both inaccurate and unjustified. XXXX  orders are issued for short-term assignments and have no bearing on whether someone is on XXXX XXXX. A XXXX can be continuously active without ever having XXXX  orders. It is unreasonable and incorrect to deny SCRA protections based on the absence of documents that have no legal requirement or relevance under the law. 

According to federal law, specifically the Servicemembers Civil Relief Act ( 50 U.S.C. 39014043 ), I am entitled to certain protections once I enter XXXX XXXX. The law does not state that XXXX orders are required. It only requires proof of active XXXX  service, which I have more than sufficiently provided. 

XXXX XXXX continued refusal to accept standard XXXX  documentation, their demand for irrelevant forms like XXXX  orders, and their unwillingness to follow federal law has delayed and obstructed the legal protections I am entitled to as a servicemember. This has caused unnecessary stress and demonstrates a clear disregard for the rights of XXXX  personnel. 

I am requesting that this matter be formally investigated and that XXXX XXXX be held accountable for failing to comply with the SCRA. I have done everything required of me and provided every piece of documentation that confirms my XXXX XXXX status. I ask that this be corrected immediately and that appropriate steps be taken to ensure no other servicemember faces the same issue moving forward.

Company response to consumer: Closed with explanation