Issues › Vehicle loan or lease
Who is complaining aboutProblems at the end of the loan or lease?
When looking at complaint volume about a company or product, consider company size and/or market share. For example, companies with more customers may have more complaints than companies with fewer customers.
The CFPB does not verify every allegation in a complaint before publishing it.Consumer Financial Protection Bureau, Consumer Complaint Database. A complaint is a consumer's account of a problem; it is not a finding against the company.
3,702 complaints in the 12 months to 30 Sep 2026 carry the CFPB issue label “Problems at the end of the loan or lease”, up 52% on the 2,433 of the 12 months before; 17,066 since 2017.
100% of them were filed under the product “Vehicle loan or lease”, where the issue makes up 15.2% of that product's complaints.
Company responses on this issue: 81.6% closed with an explanation, 9.5% closed with non-monetary relief, 4.4% closed with monetary relief, and 4% still in progress when the file was published. 98.4% were timely.
Which products
| Product (CFPB label) | Complaints | Share |
|---|---|---|
| Vehicle loan or lease | 3,702 | 100% |
Sub-issues
| Sub-issue (CFPB label) | Complaints | Share |
|---|---|---|
| Unable to receive car title or other problem after the loan is paid off | 1,808 | 48.8% |
| Problem with paying off the loan | 763 | 20.6% |
| Problem related to refinancing | 336 | 9.1% |
| Problem while selling or giving up the vehicle | 331 | 8.9% |
| Excess mileage, damage, or wear fees, or other problem after the lease is finished | 208 | 5.6% |
| Termination fees or other problem when ending the lease early | 171 | 4.6% |
| Problem when attempting to purchase vehicle at the end of the lease | 64 | 1.7% |
| Problem extending the lease | 21 | 0.6% |
Which companies, with their size
Ordered by the number of complaints carrying this issue in the last 12 months.
| Company (as named by the CFPB) | Complaints, 12 months | Share | Company size | Per $1bn assets |
|---|---|---|---|---|
| SANTANDER HOLDINGS USA, INC. | 494 | 13.3% | $104bn assets | 4.75 |
| ALLY FINANCIAL INC. | 341 | 9.2% | $188bn assets | 1.81 |
| Westlake Services, LLC | 272 | 7.3% | no public measure | — |
| HYUNDAI CAPITAL AMERICA | 238 | 6.4% | no public measure | — |
| CAPITAL ONE FINANCIAL CORPORATION | 164 | 4.4% | $662bn assets | 0.25 |
| TOYOTA MOTOR CREDIT CORPORATION | 140 | 3.8% | no public measure | — |
| WELLS FARGO & COMPANY | 115 | 3.1% | $1.92tn assets | 0.06 |
| JPMORGAN CHASE & CO. | 110 | 3% | $4.09tn assets | 0.03 |
| Bridgecrest Acceptance Corporation | 98 | 2.6% | no public measure | — |
| NAVY FEDERAL CREDIT UNION | 96 | 2.6% | $204bn assets | 0.47 |
| NISSAN MOTOR ACCEPTANCE COMPANY LLC | 85 | 2.3% | no public measure | — |
| AMERICAN HONDA FINANCE CORP | 79 | 2.1% | no public measure | — |
| CREDIT ACCEPTANCE CORPORATION | 79 | 2.1% | no public measure | — |
| VW Credit | 74 | 2% | no public measure | — |
| General Motors Financial Company, Inc. | 68 | 1.8% | no public measure | — |
| TRUIST FINANCIAL CORPORATION | 64 | 1.7% | $548bn assets | 0.12 |
| TD BANK US HOLDING COMPANY | 64 | 1.7% | $375bn assets | 0.17 |
| Exeter Finance, LLC. | 61 | 1.6% | no public measure | — |
| American Credit Acceptance, LLC | 54 | 1.5% | no public measure | — |
| Mercedes Benz Financial Services | 44 | 1.2% | no public measure | — |
| Global Lending Services LLC | 43 | 1.2% | no public measure | — |
| U.S. BANCORP | 40 | 1.1% | $706bn assets | 0.06 |
| BANK OF AMERICA, NATIONAL ASSOCIATION | 39 | 1.1% | $2.65tn assets | 0.01 |
| World Omni Financial Corp. | 37 | 1% | no public measure | — |
| FORD MOTOR CREDIT CO. | 37 | 1% | no public measure | — |
| All other companies, including those not listed by name | 766 | 20.7% | — | — |
CFPB: “When looking at complaint volume about a company or product, consider company size and/or market share. For example, companies with more customers may have more complaints than companies with fewer customers.” The CFPB does not verify every allegation in a complaint before publishing it. 10 of the 25 companies in this table have a public size measure. “No public measure” means the company could not be matched by name to a single institution in the FDIC, NCUA or HMDA files, not that it is small.
How companies responded
- Closed with explanation3,019 · 81.6%
- Closed with non-monetary relief353 · 9.5%
- Closed with monetary relief163 · 4.4%
- In progress147 · 4%
- All other categories20 · 0.5%
| Measure | This issue | All issues |
|---|---|---|
| Closed with monetary or non-monetary relief | 14.5% | 31.6% |
| Closed with monetary relief | 4.6% | 0.5% |
| Responses marked timely | 98.4% | 99.6% |
Trend
Questions and answers
What does the CFPB issue “Problems at the end of the loan or lease” mean?
It is one of the options a consumer selects on the CFPB complaint form to describe the problem. The label is the consumer's choice and is not checked by the Bureau. Sub-issues recorded under it include “Unable to receive car title or other problem after the loan is paid off”, “Problem with paying off the loan”, “Problem related to refinancing”.
How many complaints carry this issue?
3,702 in the 12 months to 30 Sep 2026 and 17,066 since 2017.
Which products does it apply to?
“Vehicle loan or lease” (100%).
Does the CFPB verify complaints?
The CFPB does not verify every allegation in a complaint before publishing it. Counts on this page show what consumers reported, not what was found.
Provenance
Source: Consumer Financial Protection Bureau, Consumer Complaint Database, bulk file downloaded 30 Sep 2026, complaints received through 30 Sep 2026. Only coded fields are used (company, product, sub-product, issue, state, dates, company response, timeliness); complaint narratives are never read, stored or shown. Complaints are published once the company responds or after 15 days, so the most recent two to three weeks are incomplete. Size measures: FDIC BankFind (report date 30 Jun 2026), NCUA call reports (30 Jun 2026), HMDA transmittal sheet (2025), Census Bureau population estimates (2025). All are US government works. Search the CFPB database · Methodology · Report an error.