Consumer complaint received 2018-05-26
Company: Santander Consumer USA Holdings Inc.
State: CT
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
My name is XXXX XXXX. This involves my auto account with Santander Consumer USA,  account number XXXX. I was involved in a car accident on XX/XX/XXXX in which my car was totaled. I reported it to my auto insurance company XXXX and Santander Consumer USA. At the time of me reporting it to Santander is asked if i should continue to make  payments and i was told no, the insurance company will take over because the car is totaled. XXXX told me they could not issue a check until they received the police report and it normally takes about a month for the police report in my area. I spoke with Santander and they were aware. Early XXXX i tried to get the police report to help expedite the service but it was not ready. I did check with Santander progressive periodically to find out where things were because i needed a car. Early XX/XX/XXXX, progressive held the check because they needed my consigner signature, she was in the hospital and rehab after and i informed them that she couldn't. I informed Santander that progressive was holding the check for no reason at all and if i should be making a payment. Again i was told no and they would reach out to the insurance company. The insurance company then called me the next day and said they made a mistake they did not need the cosigner signature my signature was good enough and they mailed the check to Santander. I called Santander and was told the check was received in the system. I went to purchase car around the end of XX/XX/XXXX and found a 30 day negative credit on my report. I called Santander and was told they did not receive the check. I called XXXX and was told they did send it to XXXX. I asked why did they send it there when it should have gone to Santander Consumer and i informed them that they need to send it where i make car payments and XXXX was not the company. XXXX said they would put a stop payment on the check and overnight the check to Santander. I called Santander to inform them and asked about the derogatory remark on my credit record. I was told they would go back to date of loss of XX/XX/XXXX and remove it and all i would have to do was dispute it with the credit bureaus and when it comes through to their dispute department they will remove it. XX/XX/XXXX i called to follow up, was told again, once the check clears they will go back to date of loss of XX/XX/XXXX and remove it. XX/XX/XXXX i called to follow up, was told the check was received. XX/XX/XXXX, i called Santander about my account and i was told to call back at the end of may because money from Gap insurance was coming through and the account was not settled yet. I called XX/XX/XXXX to follow up and was told the dispute is now with dispute department and they will remove the derogatory statement and to call back at the end of may. on XX/XX/XXXX I spoke with XXXX who said they will not be removing the derogatory credit report because it is correct and Gap insurance sent a payment and then stopped payment on the account and i owe {$840.00}. I explained i dont know why my credit report is being charged unfairly for something i followed up on and was out of my hands. She said thats the way it is sorry. I told her i would fight it again and i will send the fee to close the account by certified mail on XX/XX/XXXX. I also told her i dont know why gap stopped payment and why am i just finding out. Today XX/XX/XXXX they have added another derogatory report to my credit record. This is unfair to me as the consumer and it is as if they are upset with me. I do not understand why they adding false credit reporting on me credit record. I can not purchase a car and i am struggling to get to work. I dont understand why a company would work to make it hard for there customers.

Company response to consumer: Closed with non-monetary relief