Consumer complaint received 2023-10-08 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: RI

Complaint narrative:
On XX/XX/2023 I applied for a credit card with another company, XXXX Bank. That application got declined, and on my adverse action notice the decline reason read past or present delinquent credit. The credit score disclosure quoted me a score of XXXX. Both came as a complete surprise to me as I regularly carry a credit score of about XXXX and pay very close attention to my credit. I went on line to XXXX, confirmed my XXXX score, and learned my overdraft line of credit with XXXX was past due 90 days. This is the account causing my troubles, and this is the first Ive learned of any delinquency. I immediately went online to my XXXX online banking site only to show that this account is carrying a {$0.00} balance. So I called XXXX customer service. 

The first person I spoke to at XXXX wasnt able to help much so I asked for a manager. It was here I learned that the {$0.00} balance showing on my online banking page was not correct. I had to click on the Unsecured LOC link to find out additional details. When I clicked here I found an interest charge of {$1.00}. I am delinquent 90 days on a {$1.00} balance. In addition to this I had to point out to the manager that they were also charging me a {$20.00} fee, an amount that seems excessive for {$1.00} delinquency. 

I paid the amount past due on the spot, along with the fee. I asked why I was never notified of the delinquency ; I was told I was notified on my statement. I said the 4 page statement that gets sent to me monthly with lots of small print, she said yes. I asked why no one called, texted, etc like other banks do ( and like their credit cards do ) and was told they dont have a process for that. I asked since it was clearly an honest mistake with a minimal amount past due, can the reporting to the credit report be removed. Her answer was no, its an honest reporting of the data and theres no way to do that. It will be updated to reflect the account as paid to date now. 

I asked for another manager. After being put on hold for a moment I was told no, all that would happen is I would get the same answer. I asked how could I file an executive complaint? She told me there was no way for me to do that. She could do that for me. I asked her to please do and to please have someone call me. Later I checked in with my local branch and was told the complaint had been filed and I need to let the process work its course. 

In addition to extremely poor customer service, I believe there are a few XXXX issues here. Excessive fees, hidden interest charges, lack of acceptable customer service being that I was not able to file my own complaint, and poor communication of important data on their online banking. For these reasons I am asking for your help. Anything you can do to help me get my credit report and score corrected would be greatly appreciated.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation