Consumer complaint received 2026-05-23 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Problems at the end of the loan or lease — Termination fees or other problem when ending the lease early
Company: SANTANDER HOLDINGS USA, INC.
State: PA

Complaint narrative:
Issues : Disputed Early Lease Termination, Vehicle Surrender Handling, Conflicting Vehicle Possession Records, Credit Reporting Issues, and Lease Account Handling Concerns Company : XXXX XXXX I am submitting this complaint regarding XXXX XXXX handling of my XXXX XXXX XXXX XXXX XXXX XXXX account involving disputed vehicle surrender handling, early lease termination processing, conflicting vehicle possession records, repossession activity, account reporting concerns, and unresolved vehicle location issues. On XX/XX/XXXXXXXX XXXX XXXX provided written instructions directing me to return my leased vehicle to XXXX XXXX ( XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX ) as part of an early lease termination process. At that time, the vehicle was already at XXXX XXXX for service-related concerns involving unresolved vehicle issues and dealership service disputes. The vehicle had been at the dealership for concerns including : Hybrid battery concerns Severe XXXX reduction concerns Battery discharge concerns Infotainment and screen malfunction concerns Vehicle performance concerns Recall-related concerns Duplicate diagnostic charge concerns Repeated requests for diagnostic documentation and warranty clarification The vehicle remained at XXXX XXXX after these disputes. I did not retrieve the vehicle afterward. I communicated to parties involved that the vehicle belonged at the dealership pursuant to XXXX XXXX early lease termination instructions. After lease termination discussions began, substantial confusion developed regarding vehicle possession, surrender status, repossession handling, and account treatment. On XX/XX/XXXX, I formally disputed the account with XXXX XXXX and requested : Clarification whether the account was being processed as an early lease termination/voluntary surrender rather than repossession Date vehicle was received and/or grounded Current physical vehicle location Correction of inaccurate delinquency or repossession-related reporting Despite these requests, XXXX XXXX later provided conflicting information . I was informed : XXXX dealership advised XXXX XXXX they did not possess the vehicle XXXX XXXX internally requested reconfirmation of dealership possession status XXXX XXXX temporarily closed repossession assignment activity pending further confirmation XXXX XXXX stated that if dealership possession was confirmed, the account could potentially proceed as early lease termination rather than repossession However, XXXX XXXX also separately stated : Vehicle had not been located or recovered Dealership indicated vehicle was not present Repossession activity could restart These statements create unresolved inconsistencies regarding : Vehicle possession Vehicle surrender handling Early lease termination handling Repossession handling Vehicle chain of custody Vehicle location Account reporting accuracy Throughout this process I repeatedly requested documentation establishing : Vehicle location Vehicle disposition Chain of custody Towing documentation Storage vendor information Transfer records Towing authorization Removal records Date vehicle left dealership possession Mileage when removed or transferred I also contacted dealership personnel directly requesting towing and custody documentation. Those issues remain unresolved. I have not received records clearly establishing : Who removed the vehicle Where the vehicle was moved Chain of custody after dealership possession Whether surrender processing was completed Whether repossession handling was initiated appropriately XXXX XXXX subsequently continued negative account reporting while these disputes remained unresolved. Credit reporting disputes also resulted in XXXX XXXX maintaining reporting accuracy positions while major factual disputes regarding surrender handling and vehicle location remained unresolved. Additional concerns include documentation discrepancies. I also requested account-related records from XXXX XXXX XXXX XXXX XXXX provided partial materials including a copy of the lease. The lease produced contains handwritten additions and handwritten information not appearing on my retained executed lease copy, including handwritten mileage pricing information, handwritten garage information, and handwritten additions that I dispute. Further complicating this matter, credit reporting now reflects XXXX XXXX has charged off the account while material disputes regarding vehicle surrender handling, vehicle possession, vehicle location, and chain of custody remain unresolved. The account reflects approximately {$12000.00} reported past due/charged off despite XXXX XXXX previously acknowledging uncertainty regarding vehicle possession status and indicating internal dealer verification efforts were ongoing. XXXX XXXX previously represented that if dealership possession were confirmed, the matter could potentially proceed as early lease termination rather than repossession. Despite these unresolved factual disputes, the account now reflects charge-off status.

Company response to consumer: Closed with non-monetary relief