Consumer complaint received 2025-03-24 00:00:00
Product: Debt collection — Auto debt
Issue: Communication tactics — Used obscene, profane, or other abusive language
Company: SANTANDER HOLDINGS USA, INC.
State: NV

Complaint narrative:
In XXXX, I fully paid off the loan to my XXXX XXXX XXXX but never received the title or lien release. I admit it never crossed my mind again to obtain those documents until I tried to sell my car this weekend and noticed I did not have those important documents. I spent three hours speaking with seven or eight different reps, with repeated attempts to resolve this through XXXX XXXX  and XXXX XXXX XXXX, but was led to a cycle of misinformation, broken processes, and complete lack of accountability. 

Timeline of Events XXXX : Paid off the vehicle in full. Never received the title or lien release. 
XXXX XX/XX/XXXX : Contacted XXXX XXXX redirected to various unhelpful third-party websites ( e.g. XXXX XXXX ). 
Spoke with XXXX ( XXXX : XXXX ) : Unhelpful, vague, and directed me to getmycartitle.com which seemed suspicious and unsecure. When asked to speak with a manager, she balked and put me on hold with music that was scratchy and unprofessional. I assumed XXXX XXXX wouldnt stand for this, so I immediately thought it was a scam. 
I called back, spoke with XXXX ( XXXX : XXXX ) : Claimed she would submit my title request to the website XXXX told me to go to. I told her I wasnt comfortable doing this, so she told me she could do it on her end. I gave her my information and she told me it was submitted, which a later representative stated she was not allowed to do, and she was most likely lying to me. I asked to speak with her manager. 
XXXX sent me to XXXX ( XXXX : XXXX ) : Told me the above actions were improper and instructed me to go to another third-party website ( XXXX ). Same website as previous two. I finally did this, entered my information, which then failed to locate my vehicle and said they could not help me, I had to go back to the original company who had the title. 
I called back, Spoke with XXXX ( XXXX : XXXX ) who Connected me to XXXX ( CID : XXXX ), who requested my odometer reading and claimed he submitted a title request. He asked that I call back in 2 days to see the status on my lien/title. I asked to work directly with him, since he was helpful to me, in which he said, he couldnt work directly with me, but gave me the number XXXX as the Title Department and said they could help me walk through the process properly. I hung up and called them, which turned out to be someones personal phone number. 
XX/XX/XXXXXXXX  : Attempted to email XXXXXXXX XXXX XXXX email was blocked and returned to me undelivered. 
XX/XX/XXXX : Called XXXX XXXX XXXX at XXXX as a last resort option and spoke to XXXX told me to contact the DMV, but I insisted this was a XXXX XXXX  issue and I wanted to speak to his manager just to get more help. After talking to him for 16 minutes, he put me on hold, then transferred me into a dead phone line for 9 more minutes. 
Same day : Called back and spoke with a polite woman who transferred me to XXXX a Supervisor with XXXX XXXX XXXX. XXXX refused to provide a CID or his supervisors name, and insisted there was nothing he could do since the issue was with XXXX XXXX 

This is a completely unacceptable experience. I have been repeatedly misled, redirected, and denied access to escalation contacts. The agents provided false information, fake or untraceable contact numbers, and have offered no support, or the support they do offer only makes me do more work and gives XXXX confirmation the request has been received validated. 

I am trying to formally request the following : - A full investigation into my title and lien release status. 
- A written confirmation that the lien is satisfied. 
- An expedited reissue of my vehicles title mailed to my correct address. 
- A direct contact in your title or executive care department who can take responsibility for resolving this. 

But no one is able to give me any information or validation on my account.

Company response to consumer: Closed with explanation