Consumer complaint received 2018-11-06
Company: SANTANDER BANK, NATIONAL ASSOCIATION
State: NJ
Product: Checking or savings account
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
My complaint is with Santander Bank. My parents helped me set up my first account nearly a decade ago, as my father is in the banking industry. Up until recently, products & services have always been exceptional ... Unfortunately, this is no longer true! 

While performing online banking at the end of XX/XX/2018, I noticed an additional interest charge due of approximately {$10.00}? As this amount did not balance out from my ledger, I immediately contacted a bank representative out of concern. At the time, I was advised by bank staff member, that she was able to see my online payment ; and that the account would be updated once processed. She further advised that no further payment was necessary ( {$10.00} or otherwise ), and that the account is in " very good '' standing. Based on advisement of Santander staff member, I concluded that information provided by her was accurate, and proceeded with other financial matters. 

Almost two months later ( XX/XX/2018 ), I received a credit alert prompt through my credit monitoring service. Apparently, Santander bank reported delinquencies to all three ( 3 ) credit bureaus at month 's end in XX/XX/XXXX, for a delinquency in XX/XX/XXXX? This was the 'same ' account which I inquired about, earlier ... 

I immediately contacted customer service once again. This time, I was advised that the interest charge was 'not ' paid with my XX/XX/XXXX transaction ( as I was previously advised )??? However, the account was now current, as I made an over payment in the following month to the account ... *Note : I often make payments which exceed the monthly minimum. That's why this was so puzzling? Due to this error, this customer service agent also confirmed that delinquencies were in fact reported. However, I was advised that I " should not '' worry, as I am still in good standing with Santander.  Obviously upset that I was provided FALSE information about my account, I contacted my father for advice ... 

My father and I called Santader and spoke with Supervisor ( Ms. XXXX XXXX ). Ms. XXXX was very understanding and professional. She created two case files. The first ( # XXXX ) was created to remove late fees and penalties associated with the {$10.00} error/discrepancy. The second ( # XXXX ) was created to have all three ( 3 ) credit Bureaus updated to correct the credit reporting errors. Ms. XXXX advised that she would call back the following week with a status. 

After two ( 2 ) weeks with no return call from Ms. XXXX, my father and I called once again. On this call with Ms. XXXX, we learned that the penalties and fees were reversed ; However, the incorrect credit reporting had not yet been corrected? Apparently, her investigative team attempted to reach me, however, Santander had a phone number associated with my file which is incorrect? Accordingly, they left a voicemail concerning my personal account with an unknown person, and then closed my file? Ms. XXXX showed sincere concern, and apologized for the additional errors. She further escalated this file to her supervisor for prompt attention. 

Today ( XX/XX/2018 ), I received a call from Ms. XXXX 's supervisor named XXXX ( she did not provide a last name or employee ID # ). Supervisor XXXX advised that she could not corroborate the details of the false information provided by one of the company 's staff members? Therefore, she was not going to investigate the matter further? *This is of little surprise, considering how much time Santander staff members allowed this file to sit? 

It's been nearly two ( 2 ) months from my initial inquiry into this error ... Obviously, Santander would NOT have reversed the interest charges & penalties, had they believed their staff member did not provide false & misleading information? My consumer credit has been 100 % positive for nearly two ( 2 ) decades. My credit scores have all dropped by 'over ' 50 points due to Sandanter reporting errors ... *Why on earth, would I not make a mere {$10.00} interest payment, unless otherwise advised by a Santander staff member? The record will show exceptional consumer credit history, up until this reporting error. Further, that Santander left a voice mail ( according to Ms. XXXX ), on an unknown phone number. The number Ms. XXXX provided, has NEVER been a number associated with my account. *At least one can see the levels of errors within this Bank concerning their depositors. This, in and of itself, is very unsettling ... 

On a last attempt to resolve, my father & I attempted to reach Ms. XXXX twice today ( XX/XX/2018 ) ... Needless to say, she never responded for our request to discuss ... As my consumer credit is something I value with great care, my father has already spoken with his attorney on this matter. However, I do not wish to pursue that route if at all possible. Accordingly, I feel the CFPB, may be a better alternative, to expose this matter with Santander. Given how a long time customer ( of almost two decades ) has been treated by Santander, I am fairly certain that this is NOT an isolated incident. 

Name withheld~

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation