Consumer complaint received 2020-06-08
Company: Santander Consumer USA Holdings Inc.
State: NY
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Investigation took more than 30 days

Complaint:
In XX/XX/XXXX, I financed a car through Chrysler capital, I paid about 60 % cash and the rest financed. 
During XXXX, i made more payments than required, because i wanted to close the loan faster. 
In XXXX i spoke with the representative of the Chrysler Capital and agree that the extra payments I did during XXXX to be counted for XXXX, for XXXX and XXXX. 
In XXXX I received a payment due notification.I called them and asked again to calculate the payments i did during XXXX for XXXX. 
On the same time, i saw that my bank XXXX XXXX, had submit the payments for XXXX and XXXX. 
I asked them to cancel and stop auto pay payments, because i had done them from a different account. 
In XX/XX/XXXX i received a notification of a credit decrease. 
The Auto Loan, reported twice delinquent accounts for non payments causing me a score decrease of about 60point. 
I called them in XXXX and I explained them that I was sick and infected by the covid-19. I told them that i had made the payments before and need to recalculate the payments i had done in the past. On the same time I requested to postpone the payments from XXXX to XXXX because I was Sick and wasn't able to work. 
They promised that they will do it if i make 2 payments for XXXX and XXXX. 
I did that. 
On XXXX I got again Notifications for past due account. 
I called and asked again to fix this problem. They promised that they will do it again. 
If I make the payments for XXXX and XXXX. I made again 2 payments in order not to cause again a problem and report a non payment. I paid 2 rates on XXXX again and the XXXX rate. They promised again that they will postpone the payments, but again they didn't. Every time I call, they blame somebody else, but the one who is paying and suffering from their mistakes is only me. 
On XXXX they sent me again a past due notification. 
I called again and asked for clarifications. 
Again the same story, they say sorry that is a Mistake on the system and the system doesn't allow them to make changes if i don't bring the account current. I payed again in order not to suffer again from their mistakes. 
I ask them to notify the credit reporting agencies for their mistakes and fix the credit score they damaged.They promised. Next day I get a Call that requires more info. 
I ask them to send me all their questions per e-mail or mail in order to have a proof and to respond them electronically.They denied that as well. 
Next day someone calls me, who refused again to send me an email. 
He provided me only a fax number to send him the documents which prove that i have done much more payments that i had too. 
From XX/XX/XXXX to XX/XX/XXXX i had to do 13 payments. In their webpage ( Chrysler capital ) there are all the payments listed with dates and amount. 
There are 21 payments done until now. 
In top of that they have charged me also late payment fees. 
All this i guess is because they try to keep their customers bounded in order not to be able to refinance the car by another credit institute.

Because of the credit score decrease, i got declined for different inquiries for 3 months, including a new apartment lease and a car refinancing institute. 
I have tried to fix this problem with the credit report companies XXXX, XXXX  and XXXX, providing them all the statements that i have not a missed payments but they denied to fix the report.

Company response to consumer: Closed with monetary relief