Consumer complaint received 2017-09-15
Company: Santander Consumer USA Holdings Inc.
State: NY
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Loan sold or transferred to another company

Complaint:
My name is XXXX XXXX. Since XX/XX/XXXX I have been cooperating with Santander on every level to remove the negative remarks on my credit report for a XXXX XXXX XXXX. The vehicle was traded inXX/XX/XXXX. I received a phone call from Santander XX/XX/XXXXrequesting the phone number and address of XXXX XXXX XXXX  who had not completed the vehicle payout. I was also advised per Santander that my account would be placed on freeze until payment was acquired from the dealership in order to not affect my credit score. A Santander agent called me in XX/XX/XXXX requesting I pay the monthly payment for the vehicle and when I asked he advised me that Santander had noted the dealership information but never in fact called to request payment. I asked what would happen with my credit because I cooperated with Santander in providing the information and awaited result from Santander 's advisement that they were supposed to contact the dealership. I was told that even though the previous agent did not, the one I spoke to would speak with XXXX XXXX XXXX. I received a call from another call in XX/XX/XXXX stating that I had another late payment. At this point I advised the agent I would call myself. I spoke with XXXX XXXX XXXXXX/XX/XXXX directly and advised them of the missing payment. They stated they had not received contact from Santander seeking the vehicle payout. Santander contacted the dealership XX/XX/XXXX stating that due to the dealership not providing the vehicle payout that my credit was being affected negatively. Santander after receiving payment took no action in removing the negative remarks on my report. XXXX XXXX a Santander manager requested a letter from the dealership stating I was not at fault and that once received my credit report should update in 30-60 days in XX/XX/XXXX. The dealership emailed XXXX XXXX. I spoke with an agent of Santander in XX/XX/XXXX who advised me he knew XXXX XXXX but that he was not currently available. He advised me to wait as it may take a little bit of time. Fast forward to XX/XX/XXXX my credit report for XXXX/XXXX states negative remarks from Santander on a loan application. I reached out to Santander consumer disputes dept who explained XXXX XXXX never noted whether or not he received an email. I asked for him to be contacted and was advised he no longer works for Santander as of XX/XX/XXXX. I was asked to provide another email from the dealership. The dealership advised me they are currently under new ownership and directed me to XXXX XXXX. XXXX XXXX stated to me on a call that Santander should be able to accept the lease contract which displays the vehicle was in fact not in my possession as proof that I was no longer responsible for payments. I also mailed alongside the contract a copy of a XX/XX/XXXX email from a XXXX XXXX XXXX employee stating they received a call from Santander bank where the bank stated due to the dealership not paying my credit was being impacted. Santander reports they have not received any letters on my behalf. I requested an agent today XX/XX/XXXX provide me an email to which email the documents and was advised over a recorded line by a manager named XXXX that Santander employees do not have corporate emails. I have attached the contract of the lease which dictates the vehicle and trade in value plus the copy of the email. Attached is also a XXXX XXXX  screenshot of my Santander payment history which shows Santander falsely reported an on time payment in XX/XX/XXXX. I have not made or authorized any additional payments to Santander and the mishandling of my account is defamation and violates the fair credit practice.

Company response to consumer: Closed with non-monetary relief