Consumer complaint received 2025-11-20 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Problem with paying off the loan
Company: SANTANDER HOLDINGS USA, INC.
State: AL

Complaint narrative:
Company : Santander XXXX  USA Product : Auto Loan Issue : Incorrect information on credit report / billing disputes/ failure to honor total-loss process What happened? 

On XX/XX/XXXX, my vehicle was declared a total loss. I immediately contacted Santander XXXX  USA and notified them of the situation. I specifically requested a pause or deferment on the account due to the total loss. 

On XX/XX/XXXX, XXXX XXXX officially took responsibility for the total-loss claim and issued a claim number. I called Santander again that same day and provided the claims information and confirmed that the vehicle was a total loss. 

Over the following weeks, I repeatedly contacted Santander to check the status. Each time, I was told they had not received anything from XXXX. However, XXXX informed me they had called and emailed Santander multiple times to obtain the required payoff information and were not receiving responses back. 

I received a payout from XXXX in XXXX of {$22000.00}, and XXXX advised that the deadline for them to make payment to Santander was XX/XX/XXXX. I notified Santander of this as well. 

As of last week, the payoff amount suddenly increased to over {$22000.00}, even though I had properly reported the total loss at the beginning and XXXX has been actively trying to finalize the payment. 

This delay has caused additional interest, fees, and late marks that are now damaging my credit, despite me doing everything required on time and early. This situation is not my faultXXXX  confirmed they have been emailing and calling repeatedly, but Santander has failed to respond to them. 

When I called Santander, a representative named XXXX ( ID XXXX ) was extremely rude and refused to check whether XXXX documents had been received. He repeatedly told me I am still required to make payments even though the car is totaled and the insurance company accepted responsibility weeks ago. 

On XX/XX/XXXX ( yesterday ), another Santander representative acknowledged the problem and said he would file an internal complaint regarding the fees, interest, and credit reporting. He also said someone would be reaching out to me about the loss. As of today, no one has contacted me. 

It has now been nearly two months since the total loss, and Santanders failure to process the insurance documents is causing financial harm, credit damage, and emotional stress. 

I am requesting CFPB assistance to ensure : Santander processes XXXX  total-loss documents immediately The account is corrected to reflect the date the total loss was reported All fees, interest, and charges caused by their delay are removed All negative credit reporting connected to this delay is corrected I receive written confirmation of the corrected account status I have acted in good faith, provided all information upfront, and kept constant communication. I should not be penalized for Santanders failure to do their job or respond to the insurance company.

Company response to consumer: Closed with non-monetary relief