Consumer complaint received 2025-07-30 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Unable to receive car title or other problem after the loan is paid off
Company: SANTANDER HOLDINGS USA, INC.
State: FL

Complaint narrative:
Complaint Summary : Georgia Attorney General Consumer Protection Division Complainant : XXXX XXXX Address : XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX Phone : XXXX Email : XXXX Co-Borrower : XXXX XXXX Address : Same as above Phone : XXXX Dealership : XXXX XXXX Address : XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Date of Vehicle Purchase : XXXX XXXX XXXX Down Payment : {$3500.00} I am filing this complaint due to deceptive, intimidating, and potentially unlawful conduct by XXXX XXXX surrounding the purchase of a vehicle on XXXX XXXX XXXX I purchased the vehicle with my son, XXXX XXXX, as co-borrower. We paid a {$3500.00} down payment and received a fully executed Retail Installment Sales Contract, which does not contain any language indicating that the sale was contingent on financing approval. The contract was signed by both parties, and we were allowed to take possession of the vehicle the same day. 
40 days later, the dealership began contacting us, claiming the financing was not approved. 
The General Manager told me multiple times that no contract exists, even though I had the full signed copy in my possession. When I went to the dealership to seek answers, the staff became aggressive, hostile, and physically intimidating, at one point blocking my vehicle in with other cars to prevent me from leaving. I felt unsafe and was forced to call 911. The dispatcher recorded the entire call, and responding officers witnessed the aggressive behavior firsthand. 
In an attempt to verify the financing situation, I contacted Santander Consumer USA, the lender listed on the contract. What I discovered was deeply concerning : Santander had no record of any application tied to the vehicle I purchased, nor any loan approval or denial in my name related to that transaction. Instead, the Santander representative informed me that my Social Security number was being used under another name, and was linked to an entirely different, much older vehicle loana car I have never owned or had any association with. This raises serious concerns of identity mishandling or misuse of my financial information by the dealership. 
This entire ordeal reflects a textbook case of yo-yo financing, where a dealership attempts to unwind a vehicle sale long after delivery in order to pressure the buyer into signing a new dealoften with worse terms. Not only is this practice unethical, but the level of deception, aggression, and misinformation used by XXXX XXXX rises to a level of behavior that I believe is in clear violation of the Georgia Fair Business Practices Act ( O.C.G.A. 10-1-390 et seq. ), and possibly other statutes related to fraud, identity protection, harassment, and false imprisonment.

I respectfully request that your office investigate these actions and take appropriate enforcement action. I am prepared to provide : The signed sales contract, My down payment documentation, Call records and statements from Santander, 911 call logs and police report from the dealership incident, Any further supporting evidence you may require.

Consumers should never be subject to this kind of intimidation or misconduct. Please help ensure that XXXX XXXX is held accountable. 
Sincerely, XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation