Consumer complaint received 2020-04-26
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: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
Chrysler Capital reported negatively on my credit report due to a missed payment on XX/XX/2020. I was not notified of this missed payment before it hit my credit score. I work as a XXXX XXXX  XXXX XXXX and currently there is a pandemic going on with XXXX XXXX  XXXX being hit the hardest. I was not notified that I had missed a payment and once I was notified through my credit score I called Chrysler Capital on XX/XX/2020 and made a payment of {$1000.00} to bring my account current. This payment included any past due amount and my current payment of {$330.00}. I am not even sure why I had to pay so much. If I was month behind with my current payment the total would be {$660.00}. It shows my last payment on my credit score as XXXX XXXX. I asked them what can I do to get this removed from my credit score as it not only hurt mine but my wife 's credit score as well. I have never missed a payment in the five years I have been a customer. They instructed me that due to the current pandemic Chrysler Capital is not making any special accommodations for anyone affected. I explained to them that I am on the frontline of this pandemic and go to work often most times working a 24 hour shift. I have a family and there has been complete lifestyle change with schools being closed and all routines have been halted. With so much going on, one missed payment happened. They then instructed me to write a letter to have this removed off of my score. I sent a letter out the same day by priority mail so I had tracking on the letter. In addition to the letter I had to include a copy of my credit score which showed my prompt payments. 

Two days later I get another notification of them negatively reporting me again. I called Chrysler Capital once again on XX/XX/2020 and I asked for a supervisor and even a manager. They repeatedly told me over and over to write a letter which I had already done and that I should call XXXX  and dispute it with them since Chrysler Capital was planning on doing nothing and no special accommodations would be made. These calls are recorded and can be pulled to hear word for word what the representative told me. I had even expressed that I would take this concern up with the XXXX XXXX XXXX if nothing was done. This got me absolutely nowhere. I did call XXXX  shortly after to submit a complaint to have this removed off of my score. 

I let a few days go by to wait and see if they received my letter. I called Chrysler Capital on XX/XX/2020 which is when I was told that my request to have this removed was denied. Once again this is me having to call to get an answer. I was never notified by email, phone or letter about this denial. I asked several times for a supervisor and no one was able to get one on the phone. They repeatedly told me once again no special accommodations were to be made. They said I could write another letter to try to get the reversal on the decision. At this point I'm extremely frustrated. I work as an essential worker and have a family and I pay all of bills on time including Chrysler Capital. I have never been late before this time and I still have no idea why the charges are an extra {$430.00}. I need this resolved and the right thing to be done and to have this removed off of my credit score. I reported it to XXXX  and now I'm reporting it here. This is an extreme inconvenience to me as I am refinancing my home and this is hindering all abilities to move forward.

Company response to consumer: Closed with explanation