Product: Credit card or prepaid card

I have an account at Santander as well as all three credit cards ( XXXX, XXXX, XXXX   ). On XXXX XXXX, I realized that unauthorized direct debit payments from an external account ( that I did not add ) was processed through my online banking and that multiple unauthorized balance transfers were conducted from all of my credit cards. XX/XX/2020 I filed a claim for the unauthorized transactions. 

I have spoken with XXXX XXXX from fraud ops on date XX/XX/2020 she advised that the claim is still open and that there is no time frame as to when this claim will be completed. To date, I do not have clarification as to where/how this online banking was conducted that an external account from an unknown bank nicknamed XXXX  with account number XXXX and routing number XXXX was added on to my online banking to conduct direct payments to my credit cards ( which returned ). One time passcode is supposed to keep our online accounts secured when being logged into from a different device, I did not receive a one-time passcode when this additional external account was added. If Santander bank declares I did receive a one-time passcode I would like a date and time so that I could look through my phone records for such. 

After some weeks passed, I received a letter dated XX/XX/2020 ( attached ) from Santander stating that my claim was denied because it was verified that I authorized these balance transfers. To be clear, the merchants were XXXX XXXX, XXXX XXXX and XXXX ; which I do not have any banking relationships with these merchants. The letter suggest you may want to contact the merchant directly to discuss the transaction ( s ), I am unable to do so because I do not have accounts with the merchants. I am willing to provide a full up to date credit report to prove that I do not and have never had credit relationships with the mentioned merchant. 

On XX/XX/2020, I contacted card claims department, spoke with XXXX XXXX and asked for documentation as the letter states if you would like a copy of the documents, if any, upon which we relied in making our determination, or would like more information please contact the Card Claims Contact Center Team at XXXX. I was informed that I would receive this in 5-7 business days and the letter will states how these balance transfers were conducted, in which I have never received. 

On XX/XX/2020, team member XXXX XXXX called on my behalf ( as the card claims/fraud ops are unable to assist me over the phone ) to ask for the updates of this letter that I have requested and not received. He spoke with XXXX XXXX. To sum it up, she initially advised him that the claim was not denied, the letter was sent prior to the balance transfers returned, and they have done adjustments for any provisional credit. Santander have not provided evidence on how these multiple balance transfers were conducted. I am requesting a letter that states how these balance transfers were conducted so that I am able to file a police report for stolen identity and further legal actions if needed, XXXX advised that I can not take legal actions because the claim wasnt denied. 

After this conversation, I went home and received a letter dated XX/XX/2020 stating that my claim was denied for the same reasons, that I have authorized these balance transfers. On XX/XX/2020, team member XXXX XXXX called on my behalf to request copy of documents in regards to the decision in which my claim was denied. She spoke with XXXX XXXX and was advised it would take 5-7 business days for me to receive this letter. As of XX/XX/2020 I have yet to receive this letter that I requested. 

I am asking if you are able to escalate this because not only has my credit report was negatively impacted by this event, my credibility with this bank has also been ruined as I was informed that Santander will be terminating my relationship. I am looking for a solution in regards to this matter, it has been over 60 days and I have not received evidence of how these balance transfers were conducted and how an external account was added to my online banking to conduct direct payments that returned. 

Despite the balance transfers all returned due to other merchant declining the requests. I do not owe any additional balance for unauthorized transaction. However as of XX/XX/2020, I have not received any information on how these balance transfers were conducted and how/where/when someone had accessed my online banking and why the bank is terminating my relationship.