Consumer complaint received 2025-07-25 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: SANTANDER HOLDINGS USA, INC.
State: ME

Complaint narrative:
Over the phone minimal payments were prompted by me of roughly {$210.00} for two consecutive mos. covering the XXXX & XXXX payments on my Santander Line of Credit loan. The specific amount needed to cover the minimal payment was requested from the " live '' Santander representatives each month. Both were then also instructed to use my XXXX XXXX XXXX  Checking account and manually process checking account payments- with my account & router numbers. 

They successfully did those transactions but Santander internal systems had not been updated to reflect new payment numbers of about {$510.00} going forward since the 5 yr term of the credit line had just expired.

The two short payments were then reported as late payments... even though the amount on each were given to me by Santander Representatives and manually paid and processed by Santander withdrawals from my XXXXXXXX XXXX account. 

This happened two mos. in a row before Santander 's people caught up with their system errors that their own representatives had used and misinformed me. I didn't know their was any negative credit agency reporting until I received alerts from services I use. 

I have been on over a dozen calls trying to get a document acknowledging their system and representatives mistakes to give to the Credit Bureaus to fix the negative reporting. They have 4+ representatives who have acknowledged to me that it was their mistake but their " policy '' is they don't provide such documentation. I asked about their recorded phone calls with me, and was told, yes, they were reviewed and support my claims. 

They then turned to an extortion and coercion game where they are saying they are not going to remove the negative reporting until I pay up on the balances of the short payments.

I have paid two months of the new mo. amount of {$510.00} ; and requested the balance of the short payments, not paid, be put on the back side of the loan. They refused and are recording them as late and owed dollars. 

Since XXXX. I had conversations with Santander requesting something lower than $ XXXX. be worked out. They said they could offer a 2 mos. deferment of which I took advantage in XXXX XXXX XXXXXXXX. When XXXX came I resumed with the payment amounts they gave me over the phone at the ~ {$210.00} level... those were the amounts they gave and then processed. 

I wasn't sure if the terms of the Line of Credit were extended for a longer pay-off term, as a solution, or if they were the last 2 payments at the lower level of {$210.00}. That's why I call their live representatives- to find the payment amount needed and process it. 

They are past records of Santander messing up my account reporting and negatively reflecting their miss posts to the Credit Bureaus ; this the second time in several years. 
Its taken umpteen hrs, letters, emails, phone calls, and with the advocacy of my local XXXX, NH branch contact ( at the time ) that negative reporting was removed. 

An investigation is requested, and I'd suggest you request all phone call recordings of me on talks with them, for your investigators to review. They have a terrible reputation with insufficient systems and infrastructure to keep credit related reporting accurate, and they need to be held accountable. 

I am in the middle of converting a construction loan to a mortgage and this bad credit reporting puts me out of the picture for a mortgage and risks leaving me at default on the construction loan terms. 

Attached files are an email with texts from two of four individuals who know the case at Santander, and know of the two phone calls Santander representatives gave me the short numbers and processed payments from my external bank checking. They have admitted on recorded Santander phone calls with me their bank made the mistake ; they have refused on those calls to send me any letter admitting those mistakes to send to the XXXX credit bureaus.

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