Consumer complaint received 2024-03-21 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: SANTANDER HOLDINGS USA, INC.
State: CA

Complaint narrative:
Following an audit of my acount in XX/XX/XXXX it was found that my concerns were not unfounded and that there were extreme inconsitantcies that reflected that an additional contract or heirarchy had been added and taken away because the account could not have been XXXX plus months delinquent since XXXX. Because the recordings of that time could not be found by the company me and the auditor decided that we would both give in a bit and take a loss, but that the credit reporting would be corrected and that she would give me another 2 months delay. 

So i waited about 3 weeks and when the credit report still said delinquent in XXXX of XXXX and XXXX of XXXX and XXXX of XXXX and XX/XX/XXXX I called back in to remind them that the credit report still hadn't been fixed. The reason i had specifically asked for XX/XX/XXXX and XX/XX/XXXX to be deferred is i had been hit head on by a road rager in a hit and run and required XXXX XXXX XXXX. XXXX was in XX/XX/XXXX and i felt like two months would be good. When I received the drafted documents a couple days later they listed XXXX and XX/XX/XXXX as the months that needed to be made up for, now i went through my payments and found that i had in fact over paid making up for payments through XXXX of XXXX and XXXX could argue half of XX/XX/XXXX too by that point. Well after a long investigation the auditor and i went through the account many times and finally she saw the picture i was painting when explaining that there's no way that the car companyw would have allowed for a 2 plus month delinquecy to exist on the car for all 5 years and at times be nearly 90 days late. It was in simply reviewing the payment history where you can see the path that was taken, it's evident that the correct amount was remitted, debunking the reported delinquencies for XX/XX/XXXX and XX/XX/XXXX and so on Upon discussing the matter with this new representative, when they read me back the audit findings they didn't realize they were going to read a proclimation of her findings which were absolutely in my favor and that the only reason they didn't make the account even and add two payments was because they couldnt find the audio to the calls from the beginning of the finance .... ( conveniently unable to find them ) a detailed examination revealed the accuracy of my claims. 

However, despite corroborating evidence OUTLOUD HERSELF, she said to me that she thought that the auditor was incorrect in their findings because I had reported delinquencies in XX/XX/XXXX and XXXX and so on and that is where i said, yes... that's exactly why i was calling in the first place. Because there still on my report. To which she said she will not be changing my credit report. 

This resistance to rectify the issue is perplexing, particularly given its adverse impact on my credit and the validity of an internally conducted audit and the lack of emotional engagement of any of the reps in the company unless they too are being threatened in order to not allow a positive outcome come from. The persistence of this stance raises questions about the handling of such matters and the prioritization of customer assistance within the organization and what their jobs are if not to help the customers? 

Attached is all the payments between XXXX and XXXX the payments. Just add them up starting in XX/XX/XXXX or at the beginning of XX/XX/XXXX and XX/XX/XXXX and see what you get ... .you 'll see that its very obvious that in fact i was not delinquent on these dates.

Company response to consumer: Closed with explanation