Consumer complaint received 2026-05-06 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Notice to repossess
Company: SANTANDER HOLDINGS USA, INC.
State: WA

Complaint narrative:
I previously filed a CFPB complaint against Santander Consumer USA ( Complaint # XXXX ) regarding the illegal repossession of my vehicle. Santander responded on XX/XX/XXXX, stating that a reimbursement claim was submitted. As of today, XX/XX/XXXX 44 days after that response I have received no reimbursement, no written inventory of my personal property, no accounting of missing personal health records, and no confirmation of the vehicles disposition or whether I received legally required pre-sale notice under Virginia Code 8.9A-611. Santanders prior response was a non-response. They described a procedural internal step reimbursement claim submitted but took no action that benefited me as the consumer. This is a pattern the CFPB has previously identified in auto servicer supervision. I am a documented domestic violence survivor with an active protective order XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX ). I am currently displaced and residing in emergency shelter in XXXX XXXX XXXX with no vehicle, no stable mailing address, and no income. The repossession occurred on the same day as my eviction hearing XX/XX/XXXX a date and circumstance Santander had knowledge of and failed to accommodate. My specific unresolved grievances are : XXXX. No reimbursement received Santander claimed a reimbursement claim was submitted for my out-of-pocket transportation costs to retrieve my belongings. I have received nothing. I request payment of those costs immediately. 2. Missing personal property including protected health information Personal documents and private health records belonging to me and my minor child ( who has documented respiratory and medical conditions ) were in the vehicle at the time of repossession and were not returned. These records have not been accounted for or returned despite my prior complaint. 3. No pre-sale notice provided I was never informed of the date, time, or method of sale of the vehicle as required under Virginia law. If the vehicle has been sold, that sale may have been conducted in violation of Va. Code 8.9A-611 and I am entitled to an accounting of the sale proceeds and any deficiency or surplus. XXXX. No domestic XXXX accommodation I had previously notified Santander of my doXXXX XXXX XXXX XXXX XXXXder the XXXX XX/XX/XXXX Advance Notice of Proposed Rulemaking on coerced debt and economic abuse, and under the economic abuse protections now explicitly recognized under XXXX XXXX ( XXXX XXXX. XXXX ( a ) ( XXXX ) ), Santander had an obligation to review my account for hardship accommodation prior to repossession. There is no evidence they did so. I am requesting that the CFPB : XXXX. Require Santander to immediately disburse the promised reimbursement XXXX. Require a full written inventory and return or replacement of all missing personal property and XXXX XXXX XXXX. Require Santander to provide documentation confirming proper pre-sale notice and the outcome of any vehicle sale XXXX. Investigate whether Santander has any documented policy for accommodating domestic XXXXXXXX XXXX XXXX XXXX XXXX and whether that policy was applied to my account XXXX. Treat this as a follow-on complaint to # XXXX and escalate accordingly I am simultaneously filing a complaint with the Virginia Attorney XXXX XXXX XXXX I am available at XXXX and XXXX.

Company response to consumer: Closed with explanation