Consumer complaint received 2021-04-01 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Santander Consumer USA Holdings Inc.
State: FL

Complaint narrative:
This is yet my recurring complaint as XXXX  is not understanding my complaint and abundant disputes as they use people who do not understand English, so I will attempt to explain this again! I am a single mother of a small XXXX  child and feel that both Santander and XXXX  are ignoring me and my documentation that verifies the facts and that Santander should be banned from posting anything on my credit report and to delete the entire creditor reporting from my credit report and block them from posting anything else on my credit report. 

Here are the summary of facts and attached are the documentation as prove : I had and was forced to trade in a XXXX XXXX XXXX vehicle that was purchased at XXXX FL. Since the purchase, I had constant problems with the vehicles computer system and was documented under the Florida Lemon Law and XXXX agreed to Buy Back the vehicle in question. All along I was making all my payments on time as agreed and was never late! Then in discussion we found the Van had a totaled title and should not have been sold to me in the beginning. XXXX offered to swap for another vehicle and I declined as I no longer wanted to do business with XXXX and purchased another vehicle elsewhere after the Buy Back was completed as a trade-in agreement. I was instructed to bring the Van to any XXXX location. Three days later I brought the Van to XXXX in XXXX and they would transfer the Van to XXXX FL to complete the paperwork. XXXX sent me a form to sign and bring with the Van to XXXX on XX/XX/2020 at XXXX that they signed and copied the attached agreement, So I handed over the keys in exchange for the signed agreement that they would arrange with our Creditor ( Santander ) to complete the paperwork. They helped take the tag off and we left the dealership. 

Then weeks past, we tried to contact XXXX corporate in XXXX VA on the status of where the rest of the paperwork and acknowledgement they had paid off Santander, but they never responded back. 
Several times over the months, we tried over and over again to contact Santander ( Finance company ) the van was a buy back from the dealer on XX/XX/2020, but we could never talk to a human at Santander. On just two occasions we were able to talk with an agent at Santander, but they were very rude and would not listen, they did confirm they received the paperwork from XXXX and this is where we are very confused. So we sent The Santander company a letter ( attached ) with our concerns and copies of the documents several times which have obviously been ignored. We contacted XXXX Corporate executive offices and filled a formal complaint and no response, so I filed another complaint. After filing 4 complaints over 3 months with XXXX we received an email from a XXXX XXXX saying she needed the paperwork and would resolve the matter and we sent them to her immediately, sadly to date we have not received any further responses from XXXX XXXX except they advised they tried to pay Santander and they refused their payment several times. 

Now the issues we have are with Santander as they are falsely reporting to the credit bureaus the account is closed as a repossession with XXXX and 120 days late and a balance due. We have disputed the facts with all three of the Credit Bureaus and they keep responding back saying " the creditor verifies the account is valid and accurate ''. All three of the Credit Bureaus have been sent all the related legal documentation and statements which they totally ignore. Furthermore the credit reporting agencies continue to allow the creditor to report false information on my Credit Report in violation of the FCRA laws and my rights to have these reporting removed. We are being held hostage by all this which is legally not fair at all. I have exhausted all known efforts to resolve this matter which MUST be done promptly as this has become a total nightmare! PLEASE HELP!

Company response to consumer: Closed with explanation