Date Received: 2020-05-01
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I write to request your bureaus assistance in correcting anomalies in Santander USAs reporting of my auto loan credit account which was recently closed. On XX/XX/XXXX, I sought and was approved for refinancing through XXXX XXXX for my auto loan with Santander USA which i had opened since XXXX. Through several telephone conversations between that date and XX/XX/XXXX, i corresponded this fact to several different Santander USA customer service agents and informed them, that they should be receiving communication from XXXX XXXX in short order with payment to close my account with them. While Santanders agents acknowledged that they did see the payoff request from XXXX on file, they did point out that until they actually receive payment, i was ultimately responsible for the outstanding balance until paid in full. I contacted XXXX XXXX and encouraged them to expedite payment to Santander since i did not want my credit to be negatively impacted. The sales manager a XXXX of XXXX, XXXX XXXX, indicated that payment was submitted to Santander USA on XX/XX/XXXX and even provided a direct telephone number and requested that i forward same to Santander USA, so that they may contact him to expedite proceedings. All this was provided to Santander. On XX/XX/XXXX, Santander USA reported my account as being 60 days late, resulting in a 35 point drop in my credit score and tarnishing my perfect 100 % payment history. I called Santander, but was told they no longer had a credit reporting or resolution department and the regular customer service agents provided no recourse. I then contacted XXXX and XXXX and filed a dispute on the basis that my new auto loan with XXXX XXXX had been reflecting on my credit report since XX/XX/XXXX with a total that included the amount that was still outstanding to Santander USA, which was also still being reflected on my report as being outstanding at the same time. My question then and still now is ; why would a financial institution report me as being late, when at no point did the payoff amount had to go through me to pay to the previous vendor? This was simply a business to business transaction that should not have affected me, the customer unless one party refused to pay the other. When the results of the disputes arrived, I realized that not only had Santander USA refused to reverse the recent late reported payment, but they also resubmitted a late payment submission from XXXX of XXXX that i had disputed through the CFPB and which you had rectified. This has led to my on time payment history with Santander USA now being reflected as 85 %, down from 100 %. According to XXXX, even though this account is now closed, given that this has been the credit account that i have held the longest this far, it will remain an integral part of my credit worthiness going forward for the next foreseeable 7 years. To think that i took all the precautions and did all i could in both these situations to be a responsible consumer, it just isnt sitting well with me that this is the end result. I ask that your bureau reach out to the individual credit reporting bureaus and Santander USA, to have them review the details of Santander USAs reporting of my account and effect any possible positive changes, so that my future credit worthiness isnt negatively impacted. Sincere Regards, XXXX XXXX.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-01
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I filed a dispute in regards to incorrect items on my credit report. Its been well over 30 days and I havent received any investigation results.
Company Response:
State: NY
Zip: 11003
Submitted Via: Web
Date Sent: 2020-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-29
Issue: Communication tactics
Subissue: You told them to stop contacting you, but they keep trying
Consumer Complaint: Santander Consumer USA continuously called after verbal request of NO CALLS : XXXX ( XXXX ) - Santander initiated call - Requested NO CALLS after being contacted about past due amount, as I am typically at work and this disrupts my work day XXXX ( XXXX ) - Santander initiated XXXX and hung up when answered. XXXX ( XXXX ) - Santander initiated call ( spoke to ID # XXXX ) - Advised I had previously requested NO CALLS prior. XXXX ( XXXX ) - Santander initiated call and hung up when answered. XXXX - ( XXXX ) - Returned call to Santander and advised I had previously requested NO CALLS numerous times before. XXXX - Santander initiated call to alternate number on my account ( husbands ). Per requesting of NO CALLS, company should have restricted ALL CALLS to any number associated to my account. XXXX Company is in violation of TCPA*** Per agreement terms and conditions within the Santander contract, " Consent may be revoked at any time and by any reasonable means '' As a consumer, I respectfully requested NO CALLS numerous times - Santander attempted further contact 4 additional times after initially requested NO CALLS. Each of the 4 calls in violation of TCPA and could be fined up to {$1500.00} per violation. I reached out for legal action to be taken, but due to pandemic, this process has been delayed. I am requested immediate action be taken by CFPB and to fine Santander for these TCPA violations and award these to the consumer.
Company Response:
State: FL
Zip: 32065
Submitted Via: Web
Date Sent: 2020-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-29
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: Santander is reporting the wrong balance on all 3 Credit Bureaus the remaining balance is {$13000.00} This car was reported as stolen in XX/XX/2019 GAAP insurance Company XXXX XXXX XXXX XXXX released {$10000.00} to SANTANDER CONSUMER USA for Comprehensive coverage, which is the settlement that is agreed on. It is my belief that Santander is reporting A balance of {$13000.00} to deceive me into paying them the extra money for a stolen vehicle. Santander has been reporting me as late to the Credit Bureaus even though I reported the vehicle stolen immediately. Then they listed the account as a chargeoff which took my credit score down even more.
Company Response:
State: SC
Zip: 295XX
Submitted Via: Web
Date Sent: 2020-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-29
Issue: Managing the loan or lease
Subissue: Loan sold or transferred to another company
Consumer Complaint: I was involved with a car loan company which sold my account to a third party that I never had a contract with, I never recieved any information about this company, and now it is effecting my credit.
Company Response:
State: FL
Zip: 32839
Submitted Via: Web
Date Sent: 2020-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-29
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: This company is reporting NEGATIVE and INVALID information on my credit report and is severely affecting my credit score. The account information that this company is providing can not be proven because they do not have the original signed document saying that I owe them a debt which is A direct violation of my CIVIL RIGHTS according to the FCRA section 609. This company must remove their account from my credit reports immediately and permanently. A DELETION OF THIS ACCOUNT FROM MY CREDIT REPORT IS A FAIR RESOLUTION. Please be advised I have requested validation { not verification } of an item reported to you by the above original creditor/collection agency. I have received a response that does not indicate or prove : 1. I had this service. 2. What services I am being charged for. 3. What the cost of each service I am being charged for. A response with a bill is NOT evidence of proof that the debt is mine. Anyone can open an account under my name for which a bill is produced, but that doesn't mean it was actually me or that the debt is actually mine. I need real evidence. This evidence consists of a contract from the original creditor or some agreement bearing MY written signature agreeing to pay the debt. In the absence of this evidence I ask you to please remove this account from my credit report. I will proceed with legal action as prescribed by law against the above-named original creditor/collection agency. Should this item not be deleted within the required time allowed by law I will seek every legal remedy available to me and file suit against the credit bureau responsible for reporting this violation. I urge you to take this extremely seriously as I have documented my case without error. I encourage a response from you expeditiously.
Company Response:
State: FL
Zip: 349XX
Submitted Via: Web
Date Sent: 2020-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-29
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I received a late payment for my car note in XX/XX/2020 for a car that was totaled in XXXX. It was declared a total loss on XX/XX/XXXX, so in order for the person 's insurance to send the total loss payment ; they needed to receive the letter of guarantee. The letter of guarantee wasn't sent in time which delayed the total loss payment being sent. I knew there would be a leftover balance because I didn't have GAP insurance, but I wasn't notified the total loss payment was made. I called them every day to verify, but I was only told that it was in the process. After logging into my account online on XXXX XXXX, I noticed the payment was made on XX/XX/2020, and I immediately paid the remaining balance on XX/XX/2020. It wasn't posted to my account until XX/XX/XXXX. After I made the final payment, I was given or assessed a late fee for XXXX. When I noticed the late fee, I immediately contacted them to remove the late fee. I was told on XX/XX/2020 that I needed to dispute the late fee in writing to have it removed from my account and credit report. I mailed the letter on XX/XX/XXXX, and I haven't heard anything since then. I reached back out to Santander Consumer on XX/XX/2020 just to verify that they had received my letter and I was then informed that I could dispute the late fee with the credit bureaus. I feel that I've done my due diligence in paying the vehicle off, speaking directly to their customer service agents, and sending in my written dispute to have the unjust late fee removed.
Company Response:
State: TX
Zip: 77373
Submitted Via: Web
Date Sent: 2020-04-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-29
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Explained to the creditor that the account was settled and paid and they sent me a little explaining they received it and the account is settled now they are lying saying they never received payment or agreement to pay to delete account on credit report.
Company Response:
State: NV
Zip: 89052
Submitted Via: Web
Date Sent: 2020-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-28
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: I have told this company on several occasions I do not owe this debt and it was paid. They are not the rightful owners. I never received anything regarding this matter until 7 years later when it showed up on my credit. The company keeps going in circle when I tell them to show me proof I owe this debt. The original owner have sold this account to several different third parties but no one can show proof the own this debt and sign any agreement to owing this debt. The company is a fraud and have had several lawsuit against them because of this.
Company Response:
State: FL
Zip: 33309
Submitted Via: Web
Date Sent: 2020-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-28
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I had pushed a loan payment back to the end of the loan at the end of 2019. My XX/XX/2019 statement reflected the pushed back payment as well as the change in due date. I had moved the due date back 11 days from the XXXX of the month to the XXXX. The amount due stated on the bill I received on my XX/XX/XXXX statement reflected that one payment was due. I pay the payment in XXXX before the next due date. For some reason it showed that another payment had been placed on my account in XXXX. During several attempts to have the issue resolved by Santander I was told that the deferred payment was mistakenly placed in XXXX instead of the back of the loan. I was told on several occasions that the issue would be fixed. I have disputed the inaccuracy twice through my credit reporting agency and both times it has not been corrected. The late payment on my credit report caused my credit score to drop multiple points. I am in the process of trying to buy a home and it has greatly impacted that. My account has yet to be corrected and my credit report still reflects a 30 day late payment for the month of XXXX. Each time I reach out to them I am told my complaint is being sent to a different department for review and that I should call back in a few days to check to see if the issue has been resolved. Each time I call back the issue has not been resolved and I am told the same thing and to call back and check on the status in a few days. I have never been given any resolve on the issue and nothing has been corrected.
Company Response:
State: AZ
Zip: 85048
Submitted Via: Web
Date Sent: 2020-04-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A