Consumer complaint received 2026-03-07 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: SANTANDER HOLDINGS USA, INC.
State: SC

Complaint narrative:
On XX/XX/XXXX, I was involved in an accident with my XXXX XXXX XXXX. I reported the incident to XXXX XXXX on the same day. On XX/XX/XXXX, my XXXX claims agent determined the vehicle to be a total loss. On XX/XX/XXXX, my XXXX agent, XXXX XXXX, contacted me and stated she had received a payoff guarantee from Santander Consumer USA in the amount of approximately {$240.00}. I immediately informed her that this figure appeared incorrect. Agent XXXX then verified with Santander, at which point it was discovered that XXXX XXXX XXXX had made XXXX direct payments to my loan account : XXXX in the approximate amount of {$500.00} and another in the approximate amount of {$23000.00}. Agent XXXX subsequently contacted XXXX XXXX XXXX. XXXX explained that the payments resulted from an error committed by a former employee who had since been terminated. XXXX stated they would initiate the process to request a refund of the excess funds from Santander. XXXX XXXX informed me of this explanation and advised that she intended to submit the {$240.00} payment to Santander to secure release of the title to XXXX. On XX/XX/XXXX, XXXX XXXX followed up with XXXX XXXX XXXX to clarify handling of the matter. During this call, the XXXX representative ended the conversation abruptly by hanging up. On XX/XX/XXXX, I contacted XXXX XXXX again. She informed me that she had ceased further direct engagement with XXXX until they resolved the refund issue internally. She stated that XXXX would release the remaining settlement proceeds to me once XXXX and Santander clarified the loan status and coordinated appropriately. Believing the matter would be resolved promptly by the involved parties, I waited for updates. By XX/XX/XXXX, with no progress reported, I contacted both XXXX XXXX XXXX and Santander Consumer USA directly. I first spoke with XXXX representative XXXX XXXX, who refused to provide any proof or documentation of a refund request having been submitted to Santander. After I insisted on evidence, he recorded my email address and assured me he would send the requested information promptly. I received nothing from XXXX. Immediately afterward, I contacted Santander Consumer USA. When I requested confirmation or proof of any refund request from XXXX, the representative stated no such communication or funds had been received, and therefore no documentation could be provided. The following day ( XX/XX/XXXX ), I spoke with a different Santander manager. After explaining the full situation, the manager promised to call me back within XXXX minutes with the requested information or updates. No callback was received. The day after that ( XX/XX/XXXX ), my subsequent attempts to contact XXXX XXXX XXXX were unsuccessfulcalls did not connect, suggesting my number may have been blocked. I have audio recordings of my XX/XX/XXXX, conversation with XXXX XXXX ( XXXX ) and the immediate follow-up call to Santander, which document the conflicting information, unfulfilled promises, and lack of resolution. After these interactions, I again paused direct outreach in the hope that XXXX and Santander would address the known error without further intervention. However, as of XX/XX/XXXX, neither party has contacted me or XXXX XXXX with any updates, proof of actions taken, or resolution of the overpayment/refund issue. This ongoing delaynow more than XXXX weeks since Hyundais initial admission of the error on or about XX/XX/XXXX, XXXXhas prevented XXXX from finalizing the total loss settlement and releasing the full insurance proceeds to me. Above I have written summaries of all calls thats took place and I would submit the recordings of the calls to both companies but i cant on this website. I respectfully request CFPB assistance in compelling XXXX XXXX XXXX and Santander Consumer USA to investigate promptly, provide written confirmation of the refund status and any actions taken, process the necessary corrections to settle the loan account accurately, coordinate with Progressive to enable claim resolution, and address any resulting impacts ( such as fees, interest, or credit reporting issues ) arising from the delay.

Company response to consumer: Closed with non-monetary relief