Consumer complaint received 2025-01-22 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: SANTANDER HOLDINGS USA, INC.
State: CT

Complaint narrative:
I am working with XXXX XXXX XXXX XXXX. They submitted a proposal to Santander bank for a credit card I have with them. Please see detailed contacts below : XXXX XXXX proposal was rejected due to recent activity. XX/XX/XXXX wasnt eligible until XX/XX/XXXX. Submitted proposal in XXXX. 

XXXX XXXX XXXX XXXX into acc office- proposal accepted. Interest rate reduced to 5 %. Next due date XX/XX/XXXX. I have recording of this call. 

My balance and interest rate arent being calculated accurately. I continued to be charged a XXXX % APR on account despite Santander accepting agreement of 5 %.

Called Santander- they assured me this would be reflected on next statement. It wasnt. 

XXXX XXXX we called Santander XXXX in customer service who transferred to collections. Spoke to XXXX. She transferred to another collections rep and call was dropped. 

XXXX XXXX I called into acc spoke to XXXX XXXX Contracted XXXX XXXX at Santander left vm. She was contact person at collections dept. We asked for a call back. 

XXXX another accepted proposal on XX/XX/XXXX from Santander. 

XXXX I called into acc- we contacted santander. Confirmed APR of 5 %. Was told balance would be adjusted and credited for the incorrect interest I was charged previous months. 

XXXX XXXX I called into XXXX. We spoke to XXXX. We asked for statements from XXXX and XXXX. We asked to put in dispute. We were hung up on. 

We submitted email to XXXX on XX/XX/XXXX. We havent received anything back Submitted another email on XX/XX/XXXX to review account again. XXXX wasnt reduced. Indicated statements were not correct. Provided limited power of attorney and all contact info. We never received email back. 

XXXX XXXX XXXX XXXX to me directly. Email saying they were investigating account and should hear back in 30 days. 

XXXX XXXX spoke to XXXX XXXX XXXX XXXX XXXX confirmed that everything was fine and 5 % XXXX with Santander. XXXX payment posted. XXXX waived late fee. 

Santander sees 5 % but is contradictory to what is showing in statements XXXX XXXX sent in statements. IT looked into email no email from Santander. XXXX from IT confirmed that in no systems did we Rec anything from XXXX XXXX XXXX XXXX from acc talked to XXXX from Santander. XXXX stated XXXX is fine and is being charged 5 % but couldnt give us last interest charge. XXXX this is only av with customer service dept. 
Said XXXX was past due {$580.00} which is inaccurate bc account was re aged in XXXX. 

XXXX XXXX tried to submit another dispute w XXXX XXXX XXXX XXXX ( number on dispute email that Santander gave us ) Cant submit any more disputes. Cant see account, run around upon contact. 

I have a very detailed list of contact made to Santander to fix this issue. I have been charged incorrectly for over a year ( on the interest rate that was agreed to ). Despite making monthly payments my balance has continued to increase and the XXXX on my statements is still incorrect which reflects an inaccurate account balance. Ive paid over {$2400.00} to Santander this past year yet my balance is higher now then when they accepted the proposal made by ACC.

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