Consumer complaint received 2023-03-30
Company: SANTANDER HOLDINGS USA, INC.
State: WA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
I am writing in regards to my previous complaint, with the reference number XXXX. Recently, I received a response from your bank requesting additional information such as my social security number, VIN number and bank statement, stating that they were unable to locate my account using just my name and account number.

I was surprised by this request, as I have never encountered such a situation before. I believe that my account should be easily identifiable by my name and account number, as this is the information I have been using to conduct my transactions with your bank. Nevertheless, I have submitted a new application with the requested information in order to assist in resolving this issue. 


My social security XXXX vin number : XXXX I am writing to bring to your attention the unfair treatment I have received from Santander Bank in regards to my autoloan. I am the primary borrower of the loan. On XX/XX/2022, I suffered a XXXX and was hospitalized until XX/XX/2022. The doctor informed me that I would not be able to work for several months. After leaving the hospital, I contacted Santander Bank on XX/XX/2022, to request an extension of my monthly loan payments for three months due to my medical condition. The representative informed me that they would review my request, and after two days, I received a call from another representative who informed me that my request had been approved for two months, and if I needed more time, I should call again before the two-month period ended. Despite this approval, I did not receive any written agreement from the bank confirming the extension. While I was in my home country seeking family support for my recovery, the bank called me to demand monthly payments contrary to my application and their own agreement. Due to my medical condition, I was unable to pay the installment, and as a result, the bank reported the first late payment to credit bureaus. I returned to the US after three months and called the bank to pay the installment. The representative informed me that they had forgotten to send me the two-month extension agreement, and I had to pay {$640.00}. After paying this amount, the bank still sent the second late payment to credit bureaus, even though I had paid the amount they requested. When I called again, the bank told me that I had to pay {$710.00} instead of {$640.00}, and they only sent me the extension agreements after four months. I have called the bank multiple times to remove the late payment from my credit report, but they have told me that they can not do so because my request for an extension on XX/XX/2022, was not approved due to my lack of employment. However, the bank had previously informed me on the phone that my request was approved, and I did have a job, but I needed to be excused from work due to my medical condition. I believe that this treatment is unfair and unjust. I have followed the bank 's procedures for requesting an extension due to financial hardship, but they have not honored their agreement and have even contradicted themselves in their communications with me. As a result, I request that consumer financial protection bureau intervene and help me in this matter by removing the two late payments from my credit report and my cosigner 's credit report.

I have to let you know because I can't answer the calls right now I use my cosigner contact information and adress. 


My social security XXXX vin number : XXXX Please use this information I appreciate your attention to this matter and look forward to hearing from you. Sincerely,

Company response to consumer: Closed with explanation