Consumer complaint received 2025-11-20 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Incorrect information on your report — Account status incorrect
Company: SANTANDER HOLDINGS USA, INC.
State: SC

Complaint narrative:
On XXXX XXXX XXXX my XXXX XXXX was involved in an accident. XXXX was my car insurance provider and they deemed it a total loss and not repairable. Santander Consumer USA was my lender on the vehicle and the payoff amount left on the loan at the time was {$8300.00}. I provided all of the information about the loan to XXXX. On XXXX XXXX XXXXXX/XX/year> XXXX mailed Santander a check in the amount of {$8300.00} to a XXXX XXXX that they provided to XXXX. They also sent me a check for the difference in the estimated value of the vehicle and the payoff amount. The amount that was mailed to me was {$11000.00}. 

On XXXX XXXX XXXXXX/XX/year> XXXX told me that Santander had endorsed and deposited the check, however Santander still had my account balance at {$8300.00} and was stating that they had never gotten the check. 

Between XXXX XXXX XXXX XXXX XXXX XXXX I had several calls with both companies and asked both to please investigate and find out where the funds had gone. XXXX kept saying they had a copy of where the check was deposited and Santander continued to claim they never received it. 

On XXXX XXXX XXXX Santander asked for a copy of the front and back of the cleared check so they could investigate. On that same day, XXXX with XXXX faxed a copy of the front and of the check showing cleared. It was faxed to Santander at the number they provided ( XXXX ). 

I waited to hear from Santander but never heard back from them so I called them again on XX/XX/scrub>XXXX XXXX XXXX and was told that they still had never received payment.

On XXXX XXXX XXXX XXXX from XXXX called Santander with me on the line as well at XXXX XXXX and explained the situation to them. She got the same response that I have been getting ( that they had received NO payment ). She asked the lady on the phone to open a case with their claims investigation department. The lady replied that she did open a claim, and I would hear back with results within 48 hours. I gave her my cell number and email address for notification. ( I never heard from Santander ). 

Between XXXX XXXX XXXX XXXX XXXX XXXX there were several more calls to Santander trying to resolve this issue with no luck. 

Then on XXXX XXXX XXXX I received a letter in the mail from Santander stating that my account had been paid in full and I did not owe anything else. 

However a few days later the balance on my Santander account came back. I called Santander again and the stated that they never received payment and asked for yet another copy of the cleared check. XXXX sent them another copy on XXXX XXXX XXXX  ( I never got a response ).

Between XXXX XXXX  until now, I have made several attempts to get this cleared up but Santander just continues not to return calls and refuses to investigate. I have sent copies of the cleared check from XXXX multiple times and they always just ask for another copy. 

I have disputed multiple times on XXXX XXXX XXXX including the letter from Santander stating the account was paid in full and the copy of the cleared check from XXXX. However nothing changes and my credit report continues to show late payments and charge offs. 

I have never been late on this account from the beginning and this is very frustrating. There are several consumer complaints online about Santander doing this very same thing to hundreds of other people but nothing seem to get done about it. 

I have a timeline of events with dates and times from the beginning and I just want this removed from my credit report.

Company response to consumer: Closed with non-monetary relief