Consumer complaint received 2020-07-24
Company: Santander Consumer USA Holdings Inc.
State: FL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Investigation took more than 30 days

Complaint:
My payment history is 100 % PERFECT and Santander Consumer USA " can't '' remove 1 late mark in result of Covid-19. I was told I could pay later in XXXX, & they wouldn't report me late. I believed them. Now, there's a late mark on my credit report from Santander. 

Santander needs to delete this as I signed an Extension Agreement to cover this billing cycle : XX/XX/2020 & XX/XX/2020. My loan has been extended, delete the late mark. What do they gain from damaging my credit with a late mark? 

What I'm asking for is very simple yet they make it difficult. 

We were all quarantined without income. I spoke to them before paying late. I signed a payment extension. The extension covers the late mark month. I spoke to the executive offices who didn't lift a finger even with all their capabilities. A family member passed due to Covid-19. I live in the Epicenter of this disease and they can care less. 

In addition, Santander sent me a letter stating they are waiving customers late fees while they billed me a late fee for XXXX and never waived it. Meaning it's all talk and lies. 

If you search " Santander Covid '' in CFPB searches you will find 20+ cases where you can clearly view Santander Consumer USA doesn't care about helping those impacted by Covid-19. They are billing clients fees during these times and reporting them late to the bureau 's. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Here are other claims from clients in the same situation as I : Claim XXXX : Due to Covid -19 I asked my auto lender SANTANDER CONSUMER USA for a 2 month reprieve from monthly payments ( XXXX & XXXX XXXX as I was just laid off. Payments were to begin XXXX. SANTANDER CONSUMER USA made the arrangements and stated to me that my account was on hold for the following 2 months. I noticed a late payment date of XXXX for my SANTANDER CONSUMER USA loan. SANTANDER CONSUMER USA refuses to remove the incorrect late that they placed on all XXXX of my credit bureau profiles. 

Claim XXXX : I spoke with at XXXX specifically stated that my account would not be in jeopardy, that I was eligible to defer a payment and that no lates would be reported to the bureaus. The representative with XXXX misled me and unfortunately the deferred payment I was told I was eligible for did in fact report negatively on my credit report as a late. I have tried to get back in touch with XXXX as well as contacting the bureaus to remove this late however, I have not been successful. This false reporting of a late is seriously harming my credit score and this late needs to be removed from my credit report. 

Claim XXXX : Received an extension from XXXX XXXX  due to COVID 19, yet they went ahead and reported the 30days late to all three bureaus, which they acknowledge that it was their error yet they refuse to contact the bureaus to correct the error which could possibly impact my loan that I'm wait to receive. 

The interesting thing about this is Santander Consumer USA has the power to make this right by at least removing those Covid-19 related late marks.

Company response to consumer: Closed with monetary relief