Consumer complaint received 2018-03-27
Company: Santander Consumer USA Holdings Inc.
State: FL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Information is missing that should be on the report

Complaint:
I started considering getting a new car in XX/XX/XXXX/XX/XX/XXXX. When dealerships started considering my credit to see how much I owed on my trade in they reported that they could not find my loan. I called Santander Consumer USA and let them know that dealerships were having issues finding the loan. 

In XX/XX/XXXXI was finally able to trade in the car, pay off the loan, and get a new vehicle even though they still couldn't find the loan on my credit report. I ordered credit reports and realized that while XXXX was reporting the loan XXXX and XXXX were not. Because I live in Florida, dealerships primarily use XXXX, which is why the loan wasn't showing up. 

My credit score is over 40 points higher on XXXX than on the other reporting agencies, and market research shows that interest rates are determined in 20 point intervals so this could have a pretty significant impact on my interest rate. I can't get my car refinanced until my reports accurately reflect my 5 years of payments with Santander. 

When I called Santander, they told me that the issue was possibly with my last name. They said it would take around a month to reflect on my credit reporting. I waited and saw no changes so I called again. They said the issue was with the credit reporting agencies. So, I called both XXXX and XXXX to open a dispute. Unfortunately, they both said that to dispute something on my credit report it had to be on my credit report. And since my issue is that my loan is not showing up on my credit reports, and they had no information from Santander, that I needed to take up the issue with them. 

I called Santander and gave them this information. I had been dealing with the office of the president, but at that point started working directly with their credit reporting department. I started working with XXXX, a supervisor in the credit reporting department. With her permission I gave her number to a supervisor over at XXXX. They said that they would work on it. XXXX was the only person at Santander that ever gave me a call. Up until that point I was the one always making calls. 

Unfortunately, a few months went by and still nothing had changed so I decided to call again. I was told that XXXX was no longer employed there which was extremely disappointing. I was told I would be called by a different supervisor which never happened. 

I gave it a few weeks and called again. When I called the number to the credit reporting department I got a bunch of weird prompts instead of the normal prompts. I hung up, called the office of the president and was informed that the credit reporting department no longer took calls. I found this to be incredibly suspicious. I informed them I had been dealing with this issue since XX/XX/XXXX and that I was considering taking legal action. They opened a new complaint. This was XX/XX/XXXX. I was told I was going to get a call back but this wasnt the case. I called every weekday for the next two weeks and was continually told there was no additional information. 

I called XXXX again and spoke to the same supervisor who had been working with XXXX. I asked if he could get anywhere with her as she was no longer there. He said that he gave her info but that Santander never provided the information for them to put on my credit report. I informed him I was considering legal action and was encouraged to move forward. That XXXX would be more than willing to have their records department subpoenaed to prove that they had received nothing from Santander. 

I called Santander back with this information but continued to be told that nothing had been updated. Finally, on Friday, XX/XX/XXXX, I was called by the VP of consumer relations and told that they had done everything in their power to report the loan but that agencies were refusing to update my file. I again told him that both XXXX and XXXX denied this was the case, and that XXXX had even encouraged me to move forward with legal action that they would be willing to provide documentation from their records department. Santander continued to stick to their story that its not their fault. So here I am, 6 months later with worse credit than I should have, with a higher interest rate than I should have, and with no one willing to accept responsibility for this problem. I dont make a ton of money and as such it would be very hard for me to pay for a lawyer to take on one of the biggest banks and two of the biggest reporting agencies in the world. I served 5 years in the military, including 12 months in XXXX and 15 in XXXX. I didnt expect that this would be the kind of thing I could expect when I got home.

Company response to consumer: Closed with explanation