Consumer complaint received 2025-11-11 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Company explaining amount owed
Company: SANTANDER HOLDINGS USA, INC.
State: AL

Complaint narrative:
I financed a XXXX XXXX XXXX for {$21000.00} with a maturity date of XX/XX/XXXX. Santander XX/XX/XXXXdoes not provide monthly account statements on my online account, which has made it difficult to understand how my balance is being calculated. 

As of today, Santander lists a total balance of {$14000.00} with a past-due balance of {$11000.00} due XX/XX/XXXX. According to the payment history previously shown to me, I paid a total of {$15000.00} between XX/XX/XXXX and XX/XX/XXXX, including a {$1000.00} payment on XX/XX/XXXX. My last confirmed payment was XX/XX/XXXX for {$1000.00}. Based on my monthly payment of {$450.00}, being XX/XX/XXXX months behind equals {$8200.00} plus an additional balance of {$1300.00}, which totals {$9600.00}. Santanders past-due amount includes an unexplained difference of {$2200.00}. Santander also shows {$1100.00} in miscellaneous fees without explaining what they are. Late fees total {$200.00} with {$45.00} credited back. 

I received cure-offer letters dated XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, each requiring a payment of {$14000.00}. In XX/XX/XXXX, I received a notice stating that assistance might be available, but when I called I was denied. I also reported concerns that my payments were not being properly credited and previously filed a complaint about an agent. I opted into paperless billing but only received statements on these dates : XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ; and XX/XX/XXXX. 

On XX/XX/XXXX, I received an email stating my account was being reviewed for repossession as early as XX/XX/XXXX, but a payment of {$450.00} was made and the account was shown as current. On XX/XX/XXXX, I requested an extension due to medical-related job loss and was denied. I also requested that payments be applied to principal only and was denied. Payment histories provided to me at different times have been inconsistent and did not align with the balances Santander claimed I owed. 

Beginning XX/XX/XXXX, I attempted to request assistance again but was denied. After that, I received daily emails stating that my vehicle had been assigned for repossession. On XX/XX/XXXX, my vehicle was repossessed. The company initially told me they had no record of the repossession. I later learned the vehicle was picked up by XXXX XXXX and managed throughXX/XX/XXXX 

At the storage location, I was told I had to surrender my key before I could retrieve my personal belongings. I asked to take my factory rims and was told that Alabama law did not allow it. I informed the employee that I would be sending a written demand letter. While retrieving my personal items, a male employee closely monitored me and interfered with removing my personal aftermarket equipment. During this process, he cut wiring connected to my speaker box and amplifier, which caused damage. I also observed clay under my vehicle from the property where it had been taken, and I was not allowed to take clear photos. 

Overall, I am disputing Santanders handling of my account, including the accounting of payments, unexplained fees, inconsistent statements, failure to provide regular billing statements, denials of assistance, and improper handling of the repossession process. I request a full investigation into the accuracy of the account balance, fees, application of payments, and the conduct during and after the repossession.

Company response to consumer: Closed with explanation