Consumer complaint received 2025-04-21 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Company communicating payment assistance or payment extension options
Company: SANTANDER HOLDINGS USA, INC.
State: PA

Complaint narrative:
RE : CFPB XXXX XXXX. : XXXX * * Santander Account XXXX. : * * XXXX To Whom It May Concern, Thank you for acknowledging receipt of my complaint. While I understand that the Consumer Financial Protection Bureau ( CFPB ) does not directly intervene in individual disputes, I would like to formally document my disappointment in the limited scope of support provided, especially when there is clear evidence of a pattern of harm by this company. 
Santander Consumer USA has issued a response claiming that multiple communications occurred wherein they attempted to assist in trying to resolve the matter. This is misleading. Although multiple conversations did take place, none involved any real effort to assist or negotiate. I was presented with one option only : pay the full amount due. No flexibility, no plan, and no willingness to acknowledge the documented financial hardship I had just gone through, which included filing for and receiving a discharge under XXXX XXXX XXXX 
Santander continues to demand full payment despite that bankruptcy discharge, showing no interest in engaging in good faith or offering even a partial settlement option. I offered to pay half the amount and sign an affidavit acknowledging my obligation to pay the remainder, this too was rejected. They refused to remove late fees, declined to offer a payment plan, and instead chose to send a response filled with legal language that avoided responsibility. 
Their response closed with an apology for any confusion or inconvenience, which felt generic and dismissive. Customer care is not evident in their actions. In fact, their unwillingness to meet me halfway while claiming to value customer concerns highlights a deeper issue of corporate indifference. 
Santanders history of similar complaints is well-documented. I am aware that the CFPB publishes complaints in its public database ( after removing personal information ) and uses this data to identify patterns of abuse or noncompliance in financial industries. Based on the number of complaints filed against Santander, there appears to be a clear and ongoing pattern of consumer harm that goes beyond my individual case. 
According to the CFPBs own response : " We will review your complaint. Depending on what we find, we will typically : Send your complaint to the company for a response ; or Send your complaint to another state or federal agency, or help you get in touch with your state or local consumer protection office ; or Let you know if we need more information to continue our work. '' I am formally requesting that my case be referred to another state or federal agency for further review and action, as the company has refused to resolve the matter, and I believe their behavior may violate broader consumer protection standards. 
Thank you for your time and attention to this matter. I am hopeful that my case, along with the many others filed against Santander, will prompt greater scrutiny and accountability.

Company response to consumer: Closed with explanation