Consumer complaint received 2019-05-05
Company: SANTANDER BANK, NATIONAL ASSOCIATION
State: AR
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:
XX/XX/2019 I own a XXXX credit card, an XXXX credit card and had a personal loan with Santander. On XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX I paid the balances on both cards and the loan. Totaling around {$12000.00} in payments. 

As of today XX/XX/XXXX the cards and loan information has not been reported to the 3 major credit bureaus ( XXXX, XXXX and XXXX ). For the past 2 years the accounts balances, payments and other details have been rigorously reported 1 or 2 days after each cycle date but now without any valid reason the reporting stopped. 

My XXXX card was reported 48 days ago ( on XX/XX/XXXX ), my XXXX card was reported 39 days ago ( on XX/XX/XXXX ) and the loan was reported 36 days ago ( on XX/XX/XXXX ) ; this means that my accounts were not reported to the credit bureaus for the XXXX cycle dates. I have never experienced this situation with any other bank. 

VISA and MasterCard have specific requirements for the banks regarding credit bureau reporting. Santander Bank clearly is not in compliance with these rules. 

I am in the process of financing a big ticket item purchase ( more than {$25000.00} ) and that is the main reason why I paid the Santander cards and loan in full so my FICO, Vantage, and other scores will go up before completing the purchase. I have been waiting weeks for Santander to do its job and update my information correctly. 

I called Santander CSC on 4 different occasions last week. I was told the accounts information will be sent to the credit bureaus on XX/XX/XXXX, that didnt happen. Then I was told to submit a dispute ( which I did ), then I was told that the accounts will be updated 1 or 2 days after the month end. Didnt happen. Then a supervisor said it may take a week or even until XXXX for my dispute to be solved. Nobody from Santander was able to find out why this is happening or tried to contact a credit risk Manager to get a response. I understand that sometimes the customer service center is just the first point of contact with a customer but they are not even capable of escalating a complaint properly. 

More frustrating is that this is an easy problem to be solved. I had a similar case with another bank. I called the bank, the rep transfer me to a risk area supervisor, the supervisor verified the system setup and found the cause, then transmitted my file again. Two days later my updated information was showing on the credit bureaus. 

I am sure that if my account ( or any other customer account for that matter ) was past due, delinquent or over limit, that negative status will be promptly reported by Santander the next cycle. Is unfortunate that Santander seems to discriminate the reporting time frame based on a good or bad status. 

Next Wednesday I am planning to complete my big ticket item purchase ( as I can not delay it anymore ) and I expect that Santander Bank will be able to resolve this situation and have my accounts reported to the credit bureaus by then.

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