Consumer complaint received 2021-06-30
Company: Santander Consumer USA Holdings Inc.
State: MI
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
I leased a new XXXX XXXX with Chrysler Capital on or about XX/XX/XXXX. I enrolled in autopay on or about XX/XX/XXXX. My lease term was to XX/XX/XXXX. After turning in my vehicle at lease end, I checked my CC account online at www.Chryslercapital.com to see if there were any charges related to my lease end - such as wear and tear, damages, etc. this was XX/XX/XXXX I believe. The website indicated that a payment was past due. I immediately called CC customer service at XXXX as I was sure it was a mistake. I was told by the rep that no payment was made in XX/XX/XXXX representing the final payment. I indicated I was enrolled in auto pay so the payment shouldve been taken out. She said CC does not deduct final lease payment automatically. This was news to me. Its not in the auto pay agreement and I did not receive correspondence alerting me to this. I even spoke with a lease-end specialist who reached out to me XX/XX/XXXX - she did not mention this. So I paid the full balance immediately. I asked the rep would the late payment be reporting on my credit as she indicated it was 34 days past due. This was very important to me as I would be in the market for a home soon and I worked very hard to get my credit to a good score where I would not only qualify, but also position myself to get the best rates. She said she could not be sure whether or not it would be reported. 

No late payments reported on credit XXXX - XX/XX/XXXX. In the meantime, I received a refund from CC for overpayment. 

XX/XX/XXXX I began the mortgage application process. First step was to get quotes from different lenders and brokers. I do actively monitor my credit, but obviously I dont have access to what exactly the tri-merge would show. XXXX XXXX XXXXXXXXXXXX was one of the lenders. I received a Loan Estimate and I considered the terms great and put XXXX near the top. The loan officer informed me that CC was still showing as an open account meaning the monthly payment was being included in my DTI. This along with other errors on my credit factored in to her review of the file. I told her this was incorrect and sent her documentation but she basically told me whats on credit when they pull it is final and that was that. I disputed this with all credit bureaus. This incorrect information impacted my scores and loan products I was able to qualify for. I spoke with other lenders who were more understanding and I closed on my home XXXX. 

Later that same month I get updated on the dispute. CC reported the account as closed/full term. However they also reported the payment that they didnt deduct! This was pretty infuriating as the only reason I disputed the trade line was because they didnt accurately report it as closed in the first place. I didnt really know what to do. I felt it was completely unfair. But I told myself that technically it was late and there was nothing that could be done. 

From then until XX/XX/XXXX the trade line stood. I inquired about credit limit increases with my credit card companies and none were approved. Before, either they increased them automatically or I was approved consistently when I inquired. I was fed up as my credit scores were not moving back up quickly. I also wanted to apply for higher tier cards, but knew my scores were not high enough. So I called CC again for help. I believe this was XX/XX/XXXX. The rep was very nice, but told me that there was no one to discuss this with and that I would need to dispute with bureaus again. I felt defeated once more. I finally disputed with XXXX on XXXX and that same day the dispute was closed with no changes. I submitted to them my bank statements from XX/XX/XXXX - XX/XX/XXXX showing I had more than enough funds to pay and the transaction history showing all other payments made on time. 

But this is completely unacceptable. I enrolled in auto pay so my payments would be deducted when due. To this day CC website literally says When you sign up for Auto Pay you never have to worry about late or missing payments. I also sent this statement in a screenshot as it appeared on the website with my most recent dispute. I relied on this as being accurate and it has cost me irreparable harm. I worked so hard to repair my credit and it has been tarnished because of a technicality. I did not receive a call or voicemail letting me know the final payment would not be deducted. I do not have my auto pay agreement, but the one on CC website as of XXXX says nothing about last payment needing to be paid manually. 

I do not understand this practice of theirs. The first time I called in XX/XX/XXXX, the rep told me they did this because they wanted to avoid taking multiple payments accidentally? I would rather them take more payments than the alternative that has happened to me! This practice is unethical as the only benefit lies with CC as they can and did collect a late fee. In no way does the consumer benefit. At best they would come out neutral as the payment is due whether made automatically or manually. I was given no sufficient notice. CC to this day represents auto pay as a set it and forget it payment option. This should not be allowed to continue to harm consumers. 

Please help.

Company response to consumer: Closed with explanation