Consumer complaint received 2025-02-14 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: SANTANDER HOLDINGS USA, INC.
State: TX

Complaint narrative:
To Whom it May Concern Below is my response in blue to XXXX XXXX response to my inquiry regarding incorrectly reported information to the credit bureaus. Please note that XXXX XXXX has misrepresented the full details of what transpired, and I have included these missing facts. 
Letter from XXXX with Response from XXXX XXXX Dear XXXX XXXX : Thank you for taking the time to submit your concerns through the Consumer Financial Protection Bureau ( CFPB ). We appreciate the opportunity to review this matter and provide a response. 
We regret to learn about the circumstances leading to your request. Our customers concerns and experiences are of the utmost importance to us, and we appreciate the feedback provided. 
After careful review of your concerns, we regret to inform you that we are unable to make changes to the date the vehicle was returned. 
Our review shows that you contacted us on XX/XX/XXXX, and processed an early termination recording, in which, you were advised that once you have dropped off the vehicle to contact us. 
Please refer to the attached photo to confirm the vehicle was dropped off at the referenced XXXX dealership on XX/XX/XXXX, as instructed by a XXXX XXXX employee during a recorded phone call. 
At no point during this call or when the dealership received the vehicle was I informed of any additional steps required from me after I released the vehicle. 
Therefore, I am requesting that the return date be updated as my contract does not state that I am responsible for grounding the vehicle upon its return. 
Once the return date is updated, I expect the balance to be adjusted accordingly. 



On XX/XX/XXXX, you called us and asked for the balance, we did not receive any information that the vehicle had been dropped off at a dealership at that time. 
Do you have an unredacted, unedited recorded call and an unredacted, unedited copy of the transcript of this call on XX/XX/XXXX? 
Please provide the employees name and ID I spoke with. 
I find it odd that I would call and ask for a balance updated and not state the vehicle had been returned. 
Additionally, as was explained to me on numerous occasions, specifically during the call approximately on XX/XX/XXXX, the amount owed would not be known until the car had been sold at auction. 
Please be advised that we sent you several delinquency contact emails on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. 
I have received numerous emails from Chrysler Capital as it relates to my account, I have searched my mailbox and I dont have any record of the above referenced emails. 
This is also the first mention during all communication with XXXX XXXX  regarding this issue that an email or any communication has been referenced. 
Please provide proof of sent emails. 
We did not receive any information from a dealership regarding the vehicle, and on XX/XX/XXXX, you contacted us, and we advised you that the vehicle had not been returned. 
I found out about the vehicle not being grounded when I received an alert on my credit report of the delinquent payments. 
I called on XX/XX/XXXX inquiring about the status of the lease termination and it was at this point that I was told the vehicle had not been grounded and that XXXX was waiting on XXXX XXXX XXXX XXXX XXXX to ground the vehicle. 
On XX/XX/XXXX, XXXX XXXX XXXX XXXX dealership requested a Dealer Buy Out, which is a request for the dealership to purchase the vehicle and can only be requested by the dealership. 
On XX/XX/XXXX, I spoke to XXXX at the XXXX XXXX, who acknowledged they had done nothing because they thought the vehicle was a repossession. 
XXXX also informed me that I was not able to terminate my lease and that if I surrendered the vehicle, I would still have to make payments and finish the term of the lease. 
At that point, I called XXXX XXXX again, shared the information I received from XXXX, and was assured that I could terminate my lease. 
After further discussion with the agent, I asked if I could start the process over and turn the vehicle into another location and I was told that I could. 
I was directed to return the vehicle to XXXX XXXX in XXXX, TX. 
On XX/XX/XXXX, a different dealership by the name of XXXX XXXX XXXX XXXX XXXX XXXX, requested a Dealer Buy Out. 
Furthermore, we show that on XX/XX/XXXX, you advised our Executive Office that you dropped the vehicle off on XX/XX/XXXX. 
I notified Chrysler Capital on XX/XX/XXXX the car had been turned in as directed, ( following the same process from XXXX ), and the keys were given to XXXX. 
We made several attempts to locate the vehicle at the dealership you advised of, and we were unable to locate the vehicle. Subsequently the vehicle was assigned for repossession and repossessed on XX/XX/XXXX, when the account was 147 days past due. 
At this point, after numerous calls and receiving inconsistent information, I began documenting calls and who I spoke to with each call. 
Chrysler Capital has omitted the following information relevant to this issue : o On XX/XX/XXXX, I spoke with XXXX, ID XXXX regarding the lease termination : XXXX XXXX has not contacted XXXX XXXX to ground the vehicle and an email has been sent to the dealership to regarding grounding the vehicle. 
Please note the contract does not state that I am responsible for grounding the vehicle upon termination of the lease. 
At this point, I questioned why my credit is being reported incorrectly as I terminated my lease, returned the vehicle to the dealership in XXXX, the dealership and XXXX failed to coordinate grounding of the vehicle. 
My request for a correct reporting was denied because XXXX would have to take possession of the vehicle first. 
o On XX/XX/XXXX, I spoke to XXXX, ID XXXX regarding the lease termination : Several calls have been made to XXXX XXXX regarding grounding the vehicle with no response from the dealership. 
Chrysler Capital contacted the dealership on the following dates to get a status on the vehicle with no response or callback or updates to ground the vehicle : XX/XX/XXXX at XXXX XX/XX/XXXX at XXXX XX/XX/XXXX XXXX XX/XX/XXXX at XXXX XX/XX/XXXX at XXXX XX/XX/XXXX at XXXX - left a message XX/XX/XXXX - sent an email DRM for the area XX/XX/XXXX at XXXX pm XX/XX/XXXX time was not provided in which the call was made XX/XX/XXXX informed the vehicle could not be located o On XXXX, I spoke to XXXX, ID XXXX who transferred XXXX to XXXX, ID XXXX in the XXXX Office regarding the lease termination XXXX XXXX called XXXX XXXX with me XXXX the XXXX and XXXX confirmed that I had turned XXXX vehicle and keys over to XXXX on XXXX. 
XXXX in turn gave the keys to XXXX XXXX. 
However, the vehicle still could not be located. 
o On XX/XX/XXXX, I spoke to XXXX, ID XXXX regarding the lease termination : A credit reporting suppression had been placed as discussed. 
A call had been placed to XXXX XXXX as the dealership regarding grounding. 
o On XXXX, I spoke to XXXX, ID XXXX regarding the lease termination : XXXX asked if I had paperwork at no point during this entire process was paperwork, signatures ever mentioned. 
Also please note that I asked the question several times in XXXX when I started this process. 
Please be advised that without proof that the vehicle was at the dealership on XX/XX/XXXX, we are unable to make changes to the account. 
As referenced earlier, the call on XX/XX/XXXX documents the car was at the dealership as previously stated. 
I have asked the question numerous times as to why Chrysler Capital failed to make any attempts to the ground the vehicle with the dealership in XXXX as they did with XXXX XXXX. I have yet to receive an answer. 
As permitted by law, we report account information to the XXXX major credit reporting agencies ( XXXX, XXXX, XXXX, and XXXX ) and have processes in place to ensure accuracy and completeness of the information we furnish. 
After a review of the account, we determined the reporting is accurate. No request will be made to change or delete the information provided to the credit reporting agencies. The account is being reported as follows : Status : Open/Charge off with a balance of {$6300.00}. 
The account charged off on XX/XX/XXXX, XXXX when the account became over 120 days past due. If additional payments are received, or if the account is settled or sold, we will update the balance we report, but the charge off status will remain. 
We will continue to provide account information to the credit reporting agencies until the time limit for reporting has expired. 
We respectfully decline your request for financial compensation. Thank you for the opportunity to address your concerns. If you have questions, please call us at XXXX XXXX, XXXX  through XXXX  XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX.

Company response to consumer: Closed with monetary relief