Consumer complaint received 2025-05-28 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: SANTANDER HOLDINGS USA, INC.
State: TX

Complaint narrative:
This is response to the last letter from XXXX  - still not addressing their error : Response to XXXX XXXX  CFPB Case No. XXXX To Whom It May Concern, This letter is in response to your most recent communication dated [ insert date ], regarding CFPB Case No. XXXX and Account XXXX. XXXX XXXX XXXX XXXX XXXX 
While I acknowledge that Chrysler Capital has now corrected the credit reporting to reflect an early termination as of XX/XX/year>, removed the charge-off and repossession notation, and waived the {$550.00} repossession fee, I must emphasize that your response does not adequately address the underlying and ongoing issue : I am being held financially responsible for a balance of {$21000.00} despite following all instructions to return the vehicle and fulfill my lease obligations. 
Key Points You Failed to Address : XXXX. I returned the vehicle on XX/XX/year>, to a XXXX dealership, as explicitly instructed by your representative during a recorded call. 
- You now acknowledge I reported the vehicle return on XX/XX/year>, and that a photo supports this. 
- Your failure to receive dealer confirmation at that time does not negate my fulfillment of obligations.

2. My lease contract does not state that I, the lessee, am responsible for ensuring that the dealership " grounds '' the vehicle.

- The expectation that I should have ensured backend processing by the dealership is not a condition of my lease, nor was I ever informed of this additional step at any point.

- I acted in good faith and followed all instructions provided to me by CXXXX XXXX

3. XXXX XXXX  inconsistent communication and process breakdown caused this issue. 
- You did not begin diligent follow-up until months later, when you made multiple attempts to locate the vehicle at XXXX XXXX XXXX XXXXXXXX XXXX 
- Why were similar follow-ups not initiated with the original dealership in XX/XX/year> when I first returned the vehicle? 
XXXX. The {$21000.00} balance appears to reflect lease payments and penalties accrued during the period in which XXXX XXXX  failed to act on the vehicle return. 
- This is not a customer error but a Chrysler Capital operational failure. 
- By updating my credit report and acknowledging the XXXX return, you have effectively accepted that my lease termination process began and should have been completed months earlier. 
My Request : I am requesting a complete balance review and adjustment. The current amount due must be recalculated from the verified return date of XX/XX/year>, and any fees, penalties, or payments assessed due to your processing delays should be removed. Please provide : - A clear, itemized breakdown of how the {$21000.00} was calculated. 
- A justification based on lease terms or policy that explains why this balance is still owed after you accepted the May return and removed the charge-off. 
Closing : XXXX XXXX continued attempt to hold me liable for a balance that accrued only because of your internal processing failures and dealership miscommunication is unacceptable. I followed every instruction, returned the vehicle as directed, and received no guidance to take any further action. I am formally requesting that this balance be waived and that my account be closed in full satisfaction of the lease. 
I appreciate your continued attention to this matter and request a prompt, substantive response that directly addresses these concerns. 
Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation