Consumer complaint received 2025-05-29 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: WI

Complaint narrative:
Tuesday, XX/XX/year> XXXX I sent a message to Santander XXXXXXXX XXXX  : -I would like to follow up making sure XXXX handled my payoff. I would also like to know the amount they paid off as they drug their feet for XXXX months Tuesday, XX/XX/year> XXXX I received a message from Santander XXXX XXXX : XXXXTHIS COMMUNICATION IS NOT AN ATTEMPT TO COLLECT A DEBT FROM YOU PERSONALLY IN VIOLATION OF THIS COMMUNICATION IS NOT AN ATTEMPT TO COLLECT A DEBT FROM YOU PERSONALLY IN VIOLATION OF THE BANKRUPTCY CODE AND IS FOR INFORMATIONAL PURPOSES ONLY. Thank you, XXXX Tuesday, XX/XX/year> XXXX I received a message from Santander XXXX XXXX : - We appreciate you reaching out to Customer Service regarding your account, XXXX XXXX My name is XXXX ID XXXX XXXX and I will be happy to assist you with your payment concern. After an account review it shows that we have not received the payoff from XXXX as yet. The mailing process usually takes XXXX business days and another XXXX business days to process on file. If you still request assistance please call us at XXXX Monday Friday from XXXX XXXX so that we may assist you. THIS COMMUNICATION IS FROM A DEBT COLLECTOR. THIS IS AN ATTEMPT TO COLLECT A DEBT AND ANY INFORMATION OBTAINED WILL BE USED FOR THAT PURPOSE.NOTICE : If you are entitled to the protections of the United States Bankruptcy Code ( 11 U.S.C. 362 ; 524 ) regarding the subject matter of this letter, the following applies to you Wednesday, XX/XX/year> XXXX I made a call to XXXX ( XXXX ) XXXX : -No answer Friday, XX/XX/year> XXXX Could not get through for help in Santander chat. Made a call to XXXX ( XXXX ) XXXX to get info on my gap coverage : -All they told me was that I needed to contact XXXX XXXX as they claim they can not do anything about my XXXX  insurance. I requested all documentation for my loan and any documentation between them and XXXX. They said they can email it to me in XXXX business days while mail communications will take XXXX business days. 
Friday, XX/XX/year> XXXX I received a message online from Santander XXXX : - Thank you for contacting us. My name is XXXX, ID # XXXX and I will be happy to assist today regarding your concern. For a better assistance please contact our toll-free number at XXXX and our Insurance Department and we will be happy to assist you. Our hours of operation are Monday through Friday XXXX to XXXX XXXX. THIS COMMUNICATION IS FROM A DEBT COLLECTOR. THIS IS AN ATTEMPT TO COLLECT A DEBT AND ANY INFORMATION OBTAINED WILL BE USED FOR THAT PURPOSE. We appreciate you reaching out to Customer Service regarding your account. 
Friday XX/XX/year> XXXX I responded online to Santander XXXX : -I am wondering when this account will be closed due to the gap coverage and processed payment from XXXX? I would also like a transcript of any conversations between Santander and XXXX XXXX please. 
Tuesday, XX/XX/year> N/A- I received mail from Santander XXXX : -It was dated XX/XX/year>. 
- XXXXXXXX XXXX XXXX XXXX XXXX XXXX, WI XXXX Account ending in : XXXX VIN : XXXX Vehicle : XXXXXXXX XXXX XXXX XXXX. Dear XXXX XXXX : We have been recently notified of a Total Loss Claim concerning the above-mentioned vehicle. We understand experiencing an accident can be difficult and we are here to help facilitate your claim processing as quickly as possible working in conjunction with your insurance provider. If you havent previously provided us with your insurance company name and the date of the accident, please contact us to provide us with this information. Once we have this information, we will collect the relevant documentation from your insurance provider to expedite the handling of your claim. Here is what we expect from the process going forward. We will request the following documents from your insurance provider ( which will be required in order to process your claim ) : Evaluation report. Settlement breakdown. Police report or Cause of loss letter for XXXX claim processing. Upon receipt of these documents, Santander XXXX  USA will be able to move forward with providing your insurance provider a Letter of Guarantee to obtain payment for your loss. We understand maintain good credit is important to you, and that dealing with the impact of an auto accident can be confusing or difficult. For this reason, you must continue to make your monthly payments on time while your claim is being processed in order to prevent any negative credit bureau reporting, late fees, or additional interest accrual per the terms of your loan. We also show you have Gap waiver/insurance. To ensure your Gap claim is processed timely, please contact your Gap administrator to start your Gap claim process. If you have questions about who your Gap administrator is or how to contact them please contact us. I you have any questions about your continued obligations or the insurance claim process in general, please contact our Customer Service Department at XXXX, Monday through Friday XXXX XXXX XXXX XXXX XXXX Thank you for being a valued customer at Santander Consumer USA, your business is greatly appreciated. Sincerely, Santander Consumer USA Wednesday, XX/XX/year> XXXX I sent a message to Santander XXXX XXXX : - Please request your lender and insurance XXXX email the listed documents directly to our email GAPBenefits ( at ) ethosgroup.com Documents Needed from Your Lender : Copy of your signed GAP XXXX Complete copy of your Loan contract/Retail Installment Contract Dealer Purchase Order/Buyers Order Vehicle Invoice ( if new ) or Bookout Sheet ( if used ) from date of sale Loan payoff amount as of the date of loss Full payment history showing the starting balance and how each payment was applied to principal and interest. Copy of all financed Vehicle Service Contracts and/or Credit Life/Disability Insurance policy , along with a cancellation quote based on the date of loss and mileage. These contracts should be canceled through your original selling dealership as of the date of loss and mileage. 

During this stretch, I was locked out of my account for multiple days while they did who knows what with my account. 

Wednesday, XX/XX/year> XXXX I was trying to contact Santander consumer online : -They kept disconnecting my chat and it was getting nowhere. I was requesting to talk via email and they said they do not have email. 

Friday XX/XX/XXXX, XXXX I logged onto my account and noticed the second XXXX payment finally went through. They dated it XX/XX/year>. This is fraud because that was the day of the accident and I am still trying to figure this all out. The payment went through mid XXXX. XXXX didn't accept my car as a loss until XXXX XXXX. 

Tuesday, XX/XX/XXXX, XXXX XXXX Received a call from Santander consumer : XXXX asked for a statement of loss and to call them back. I have requested communication in writing multiple times. I have been told they do not give transcripts, they do not have email, ect. But there is no way they dont have an email server. The avoidance to have anything in writing is shady. 
Friday, XX/XX/year> XXXX I made a call to Santander XXXX : -I told them that I have requested communication in writing and that I do not wish to receive phone calls. I still havent received the email they promised would take XXXX business days back in mid XXXX. She took me off the do not call list but I dont think that was helpful.

Company response to consumer: Closed with explanation