Consumer complaint received 2026-03-09 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Incorrect information on your report — Account information incorrect
Company: SANTANDER HOLDINGS USA, INC.
State: AZ

Complaint narrative:
I am writing to formally address an extremely serious and deeply concerning situation regarding my auto loan with Santander Bank, which commenced on XX/XX/year>. Since the inception of this loan, I have maintained an exemplary payment record, ensuring that all scheduled automatic payments were processed punctually each month. Regrettably, in XXXX of XXXX became the victim of a significant financial fraud incident. This unfortunate event necessitated the immediate closure of my compromised bank account and the establishment of a new primary account to safeguard against further financial loss. Following this critical change, I promptly contacted Santander Bank on to update my payment information. I explicitly provided the details for my new bank account and requested that all future automatic debits be processed from this updated account. Despite this clear and timely communication, Santander Bank inexplicably continued to attempt withdrawals from my * closed * account. Compounding this oversight, Santander Bank failed to utilize any direct or proactive communication methods, such as a phone call, to alert me to these failed payment attempts. Instead, all notifications were sent exclusively via postal mail. As a 'snowbird ' who winters in Arizona XXXX my mail is forwarded from my primary XXXX XXXX, resulting in significant and unavoidable delays in receiving critical correspondence. Upon finally receiving these delayed notices, I immediately re-engaged with Santander Bank to reiterate my updated banking information and ensure the outstanding balance was fully settled, bringing my account completely current. Despite my diligent efforts to communicate my updated banking details and rectify the situation promptly, Santander Bank proceeded to erroneously report delinquent payments to the major credit bureaus. This detrimental action is a direct consequence of XXXX internal failure to process my updated payment information and to cease attempting withdrawals from a closed account, a fact of which the bank had been duly informed. My subsequent attempts to resolve this issue through Santander 's customer service channels have been profoundly disappointing and frustrating. On multiple occasions, I have encountered poorly trained representatives who seemed unable or unwilling to provide meaningful assistance. I have even been subjected to being abruptly disconnected during calls, leaving me feeling unheard and unsupported in my efforts to correct this severe error. The gravity of this situation is compounded by the fact that I was first victimized by financial fraud, and now I feel further victimized by Santander Bank 's operational inefficiencies and lack of responsive customer support. This erroneous reporting has caused my credit score, which previously stood at an excellent XXXX, to plummet to a severely damaged XXXX. This dramatic and unwarranted drop is entirely attributable to Santander 's failure to process my updated payment details. I must emphasize that I have never, in my entire financial history, been 30 days late on a payment. I urge Santander Bank to conduct an immediate and thorough investigation into this matter, rectify my credit report by removing all erroneous late payment entries, and restore my credit score to its pre-existing standing. I expect a resolution that fully acknowledges the bank 's responsibility in this issue and the significant distress and financial harm it has caused.

Company response to consumer: Closed with explanation