Consumer complaint received 2026-06-11 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: SANTANDER HOLDINGS USA, INC.
State: CA

Complaint narrative:
I am filing a formal complaint against XXXX XXXX for systemic customer service failures and a severe reporting error that have resulted in ongoing violations of the Fair Credit Reporting Act. XXXX XXXX is actively reporting an incorrect, past-due, nonzero balance on an account that was paid in full on XX/XX/XXXX. Following that payment, I received an official letter from XXXX XXXX dated XX/XX/XXXX thanking me for my business and stating that they instructed the DMV to release their lien. As absolute proof of my claim, I have the California vehicle title with an issue date of XX/XX/XXXX and an empty " Lienholders '' section. Furthermore, XXXX XXXX is incorrectly reporting my payments. My credit report states that my last payment was made in XX/XX/XXXX, but that's impossible because the lien release letter is dated XX/XX/XXXX, and the title issue date is XX/XX/XXXX. XXXX XXXX accepted my payments but failed to report them correctly, resulting in the claimed past-due balance. I only discovered this severe error when a dealership pulled my credit report to process my application. The salesperson showed me their copy of my credit report and explicitly told me that the reported active balance with XXXX XXXX scares the bank, resulting in the loan terms being severely impacted. When I told the salesperson that I have a clean title, I was told I had to call XXXX XXXX to resolve the issue. I have been unable to secure financing for a used car entirely due to the inaccurate past due balance. I am unable to reach their customer service number using my SSN or account number because my account has been archived. On XX/XX/XXXX, I successfully reached a supervisor with employee ID XXXX using the XXXX XXXX Titles number. The supervisor verbally acknowledged the reporting error and promised it would be resolved by an escalation team by Wednesday, XX/XX/XXXX. No tracking number was provided, and the deadline has passed with no resolution or contact from XXXX XXXX. After calling XXXX XXXX, I filed disputes with XXXX XXXX, and XXXX, providing copies of the clean title and the lien release letter from XXXX XXXX. XXXX immediately deleted the record from my credit report, but XXXX reported the evidence insufficient, and XXXX has not responded. A clean title can not be insufficient evidence, so I filed additional disputes and have an active CFPB complaint against XXXX for deeming my evidence insufficient. XXXX XXXX XXXX failure to report a {$0.00} balance is causing severe, active financial harm. My credit score is artificially suppressed, and my debt-to-income ratio is falsely inflated. As a direct result, I have made multiple wasted trips to dealerships, banks, and credit unions. I spent time traveling and money on gas only to be met with predatory subprime rates and automated financing rejections, despite actively maintaining a clean credit history after paying off XXXX XXXX. I've attached additional documents showing the status of the account on my credit report, the response from XXXX when I disputed the account, and the response from XXXX when I disputed the account.

Company response to consumer: Closed with non-monetary relief