Consumer complaint received 2025-12-02 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with additional products or services purchased with the loan
Company: SANTANDER HOLDINGS USA, INC.
State: TN

Complaint narrative:
Date : XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX RE : Request for GAP Claim Submission and Documentation Account Number : XXXX XXXX XXXX XXXX XXXXXXXX Vehicle : XXXX XXXX XXXX Theft Date : XX/XX/XXXX To Whom It May Concern, I am submitting this written request for the initiation and processing of the Guaranteed Asset Protection ( GAP ) claim associated with my financed vehicle under the above-listed account.

My Retail Installment Sales Contract includes GAP coverage. As the lender/servicer, XXXX XXXX XXXX is responsible for facilitating the GAP claim process when the vehicle suffers a total loss or unrecoverable theft.

Vehicle Loss Details My vehicle, a XXXX XXXX XXXX, was stolen on XX/XX/XXXX, and remains unrecovered.

The theft was reported to XXXX XXXX ( Claim # XXXX ) and to law enforcement. 

XXXX later denied the claim based on a garaging address issue, not because the theft was illegitimate. 

XXXX issued a repair estimate of over {$13000.00}, which exceeded the vehicles true ACV.

The vehicle also had prior structural damage totaling over {$10000.00} ( XXXX XXXX XXXX, XX/XX/XXXX ), which reduced the ACV further.

Requested Actions I am formally requesting the following : That Santander Consumer USA submit the GAP claim on my behalf to the GAP administrator listed in my loan contract.

The name, contact information, and policy number of the GAP carrier associated with my account.

A complete copy of the GAP addendum included in my loan package.

Written confirmation that the GAP claim has been submitted.

Any denial letter received from the GAP provider, if applicable.

A detailed accounting breakdown showing the calculation of the current deficiency balance.

Background & Compliance Given the unrecovered theft, diminished value, and Progressives refusal to pay due to an administrative issue, GAP coverage should have been triggered immediately.

Charging off the account without submitting the GAP claim or providing documentation violates the lenders obligations under the GAP addendum and constitutes an incomplete and inaccurate deficiency calculation.

Please process this request promptly. I ask for written confirmation of receipt and action within 10 business days.

Sincerely, XXXX XXXX XXXX. XXXX XXXX XXXX, TN XXXX Phone : XXXXThis complaint is directly related to my previous CFPB case, # XXXX, which did not resolve the underlying issues. XXXX XXXX XXXX provided an inadequate response, and the core problems remain unresolved. I am requesting supervisory escalation and a new investigation because the information Santander is furnishing is still inaccurate and not fully verified. 

I financed a XXXX XXXX XXXX through XXXX XXXX XXXX. My Retail Installment Sales Contract included Guaranteed Asset Protection ( GAP ). The vehicle was stolen on XX/XX/XXXX and never recovered. The loss was reported to XXXX XXXX ( Claim # XXXX ) and to police. 

Before the theft, the vehicle already had documented diminished value due to prior damage. XXXX noted possible undercarriage damage, and XXXX XXXX XXXX valued the vehicle at approximately {$4000.00}. XXXX later issued a {$13000.00} repair estimate after a separate incident, which made the vehicle a constructive total loss. 

XXXX denied the claim based on garaging address misrepresentation, despite the theft itself being undisputed and despite my occupation as a traveling XXXX XXXX XXXX who uses temporary housing and short-term rentals. 

Santander charged off an alleged balance of {$25000.00} on XX/XX/XXXX without : submitting or facilitating the GAP claim identifying the GAP administrator providing evidence of a GAP denial accounting for diminished value recovering or disposing of the collateral ( vehicle unrecovered ) providing any verification documents I requested In my prior CFPB case ( # XXXX ),

Santander stated they were not responsible for filing GAP and refused to adjust the reporting, even while the balance remains unverified. They also admitted they had to submit an update for reporting consistency, which itself proves prior inaccuracy. I requested documentation from Santander showing : how they calculated the {$25000.00} charge-off collateral recovery records GAP claim status and administrator information deficiency calculations verification used to furnish the tradeline Santander did not provide the requested information. Their continued reporting violates : FCRA 623 ( a ) ( 1 ) ( A ) ( inaccurate reporting ) FCRA 623 ( a ) ( 8 ) ( failure to investigate direct dispute ) FCRA 611 ( failure to verify information ) UCC 9-615 ( failure to apply or value collateral in a commercially reasonable manner )

Company response to consumer: Closed with non-monetary relief