Consumer complaint received 2023-01-30
Company: SANTANDER HOLDINGS USA, INC.
State: CA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
My issue is with Santander Consumer USA and is regarding an auto loan that i have with them since XXXX of XXXX. Santander has lost XXXX of my payments and has made no attempt to fix this situation. I have confirmation numbers that were provided to me by their automated system and they claim they are not associated with my account. The first payment that was " missing '' was in XXXX of XXXX. I was never contacted until XXXX of XXXX about this alleged " missing '' payment which struck me as weird. 3 months later? In XXXX Santander called and stated that I had missed XXXX payment. I knew I had not, I provided the confirmation number and they again asked about XXXX payment. This goes on for several months, each time they call, its a different month that is in question- How can I send proof of payment if I don't know what month your asking for??? Finally in XXXX I'm able to get a supervisor on the phone and i explain the whole story to him. He looks over my account and says the only month that he sees is missing is XX/XX/XXXX and XX/XX/XXXX. He asked that i fax over the proof of payment for XXXX payment. I do this on XXXX and Santander closes my claim due to documents not being received within XXXX hours. I was never told that there was a time limit first of all and after i called in, approximately XXXX weeks later because i had not heard anything from them, I asked the supervisor if they had in fact received the documents. She said they had been received, on XXXX. I asked why they would hold the document for 5 days and never even contact me regarding the issue with the account? She informed me again that it was due to my claim being closed. I let her know that I found that to be extremely terrible business practice especially since i have an issue I've been trying to take care of for nearly 9 months at that point, and it was an issue that I did not cause- why would you just sit on my document and do nothing with it??? i demanded to be transferred to whoever was above her. She informed me someone would be contacting me from the Executive Office the following day. I was contacted by that office, gave all the confirmation numbers i had been provided by their automated system. She got back to me saying that for the 3 months in question ( back to 3 months now ) they would need to see unredacted rolling balance bank statements. I had already provided the transaction details from my bank as well as the confirmation number from their payment system, and I will not show any business my entire bank statement unredacted. That is ludicrous to me. It does not state anywhere in my contract that a statement of this type could be requested and i find it to be an invasion of privacy. After this I checked my credit and found that Santander has been reporting late payments for months on my credit, falsely!! I also found out that my account had been closed and charged off. I was given no warning- no letter no phone call. In XX/XX/XXXX, I called in and spoke with an agent in the recovery dept. He spent almost an hour on the phone with me trying to figure out what the issue was. Low and behold, the agent found the " missing '' XX/XX/XXXX payment and he recalculates everything and told me that since that payment wasn't missing, they should not have closed my account!!!! I have the whole conversation recorded. The agent admitted that Santander made the mistake and he also found the " missing '' payment. Yet they still have not made any corrections to my credit or brought my account current. I refuse to be scammed by Santander and i desperately need help. I traded in a fully paid off vehicle that was in great condition to get a new vehicle and i have had nothing but issues with this company from go.

Company response to consumer: Closed with explanation