Consumer complaint received 2025-12-14 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: SANTANDER HOLDINGS USA, INC.
State: GA

Complaint narrative:
Santander Consumer USA partnered with my auto loan finance company, XXXX XXXX, beginning XX/XX/XXXX to service XXXX XXXX  's auto loans. There are multiple discrepancies/mistakes made on my account by Santander Consumer USA , all of which I've brought to their attention, and none of which have been corrected, despite having been told by multiple customer service representatives employed by Santander Consumer USA that they recognize the mistakes made by them and they would be corrected. The discrepancies are as follows : 1.There are XXXX payments missing that were made to XXXX XXXX XXXXXXXX XXXX XXXX the finance company over my loan before Santander Consumer USA XXXX Payment dates were XX/XX/XXXX for {$310.00}, and XX/XX/XXXX for {$310.00}. I received a confirmation number for each of the payments. 
2. The first payment I made to Santander Consumer USA for my account was on XX/XX/XXXX for {$260.00}. The funds were deducted from my bank account and I received a confirmation number. {$140.00} of that payment was applied to my principal balance and {$120.00} was applied to interest. However, on XX/XX/XXXX, that payment was reversed by Santander and I was charged a {$15.00} " returned payment fee ''. I was not informed of this reversal, nor did I get that payment back. When I asked for an explanation for this, I was instructed to fax a copy of my bank statement for that payment as proof that it was deducted from my account and once received, it would get forwarded to the Accounting department who would investigate it. I did as requested. I waited a week, reached back out attempting to get an update on this, and I was told that the investigation was completed and Santander didn't find any mistakes on my account, and the investigation was closed. After calling back several times and getting a different, representative each time, having to repeat it all over again and again, I was told the payment was reversed due to insufficient funds in my bank account, even though I sent them proof showing the funds were in my account and paid to them. I was then instructed to send the bank statement for the entire month of XX/XX/XXXX, to show that the payment was made to them and that it was never returned to me, and to email it instead of faxing it. I did what was asked. There has yet to be any corrections made to my account. 
NOTE : The reversal of this payment along with the erroneous " returned payment '' fee, has caused every subsequent total to be incorrect, including the amount applied to principal, to interest, and remaining balance for each payment made. 
3. On XX/XX/XXXX, I made a payment for {$360.00}, however, Santander only posted {$340.00} as my payment amount. I have proof of this payment as well. 
4. On XX/XX/XXXX, I also made a payment for {$670.00}. On XX/XX/XXXX, Santander reversed that payment, along with XXXX other payments made on XX/XX/XXXX, charged me another {$15.00} " returned payment '' fee, reapplied XXXX of the payments, but reapplied only {$660.00} of the payment for {$670.00}. 
NOTE : These reversals, and mistakes have affected the totals on my account even further leading to 5. the total amount due, amount past due, and my account balance amount being listed inaccurately for my account.

6. All of these mistakes made on my account have negatively impacted my credit, ultimately bringing my credit score down, due to the inaccurate payment history reported for my account and the remaining balance on my account.

Company response to consumer: Closed with explanation