Consumer complaint received 2026-03-26 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with the interest rate
Company: SANTANDER HOLDINGS USA, INC.
State: CA

Complaint narrative:
On XX/XX/XXXX, I messaged Santander customer service in the secure message center, I am formally requesting, under the Truth in Lending Act and applicable state law, complete copies of all documents I signed in connection with my auto loan, including but not limited to : The Retail Installment Sales Contract Loan disclosures and payment schedule Any addendum, warranty, or GAP agreements Assignment of contract from the dealership to Santander The originating dealership is permanently closed. As the current servicer and/or owner of the loan, Santander is legally required to maintain and provide these records. Please provide these documents electronically or by mail within the statutory timeframe. They responded on XX/XX/XXXX stating, A request has been submitted for the documents to be sent to your email on file. Please allow 3-5 business days for updates. After waiting the timeframe I still had not received any email. I followed up with them on XX/XX/XXXX, and requested for the email to be resent. They responded to this follow up message on XX/XX/XXXX stating, The request was complete on XX/XX/XXXX, you can look into the spam or junk emails. Upon checking my junk mail thoroughly I still had not gotten any email from Santander. I reached out once again on XX/XX/XXXX stating, Hello, I am following up on my document request originally submitted on XX/XX/XXXX. I was advised the request was completed on XX/XX/XXXX however, no documents have been received via email, and my spam and junk folders have been thoroughly checked. I have previously received documents successfully through the secure message center for example, my XXXX XXXX XXXX, so I know this delivery method is available. Please provide the requested signed loan documents through the secure message center or confirm the exact transmission details date, time, and delivery method. It has now been 19 days since my original request. I received a response on XX/XX/XXXX and they responded, We appreciate you reaching out to Customer Service regarding your account. The copy of the contract was emailed to XX/XX/XXXX. Since I had already asked for it to be resent and let them know I did not get the email I put in a new request one again. On XX/XX/XXXX I sent another message stating, Hello I am following up again regarding my longstanding request for copies of my signed contract and related loan documents Santander has stated that the documents were emailed on XX/XX/XXXX however no documents have been received I have thoroughly reviewed my inbox and spam or junk folders I have also previously advised that delivery through the secure message center is available and has worked for prior documents on my account I have requested transmission details multiple times including the date time delivery method and destination address but this information has not been provided Please provide the requested documents through the secure message center or supply the complete transmission details for the claimed delivery. Santander responded to this on the same day XX/XX/XXXX and said, I do apologize, a complaint has been opened on the account and a request has been submitted to have the documents sent via mail. It is now XX/XX/XXXX and I have not received anything in the mail from Santander or any email from Santander.

Company response to consumer: Closed with explanation