Consumer complaint received 2018-04-11
Company: Santander Consumer USA Holdings Inc.
State: MO
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
On XX/XX/XXXX, I found out that a charge off was placed on my credit report by Santander Consumer USA for a XXXX XXXX XXXX. In XX/XX/XXXX, the car was reported as a total loss and my insurance company did there part with paying off the car. I have letters and statements stating that the car was paid off from my insurance companies. I contact Santander to see what the situation was and why this happen they stated they sent in a charge off on my account for the balance of {$260.00}. I asked why no one contact me by phone, email, or mail. They stated they had no current contact information on me. I had the lady to tell me what contact information she had on me and she told me and all the contact information they had on me was correct and current. I then asked to speak to a supervisor about the situation and then I ask to speak to someone over them. I ended up talking to the office of presidents for the company and I was told that they would handle the situation. He stated from my records I was a great customer and I was never late on my payments and he apologized for the situation and that he would give me a call back on Monday XX/XX/XXXX with some results. Once Monday arrived I didnt receive a phone call so I ended up calling the company back on Tuesday XX/XX/XXXX. I talk to another person from the office or presidents and he apologized for someone not getting in touch with me the previous day. He stated that they decided to get rid of the balance of {$260.00} and make it {$0.00}. He stated that it would show on my credit report as a balance of {$0.00} and paid in full instead of the balance of {$260.00} and as a charge off. He then apologized again and told me to have a nice day. So I checked my report later on that day and discovered that the account was closed but it still stated a balance of {$260.00} and was still a charge off. The next day XX/XX/XXXX I contacted the company again to see why nothing change and what was going on. I talked with another person from their office where they apologized about the information I received the previous day and that I was wrongly informed. And that it was nothing that they could do about the charge off that was put on my credit report even through there was at fault for this situation. They stated that I would be stuck with this charge off and that the balance was waived due to the mistake on there behave and they needed to send all there paperwork to the credit bureau at the end of the month and I would have to wait for the credit bureau to update my credit report about the account but I would still be stuck with a charge off on my account even though it was paid in full but due to them it was put in as a charge off. They lady also told me that there was no point in me trying to fix this situation because I would be denied any help with getting this removed from my credit report. I dont understand why she would tell me that but I felt like that was unprofessional, rude, and discouraging due to the fact that I really need this off of my credit so I can move forward with my life. I am trying to get some understanding because this situation has a negative impact on my credit report and score. I was in the moment of buying a car and couldnt because of false information placed on my credit report. Which brought my credit score down so much. I am asking for this to be fixed because it has now a negative impact on my life and my well being. I am a XXXX XXXX XXXX XXXX and XXXX employee. This has effected me being able to move or buying me a car to be able to get back and forth. Please help me with this situation. Thank You.

Company response to consumer: Closed with explanation