Consumer complaint received 2023-09-14
Company: SANTANDER HOLDINGS USA, INC.
State: MA
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
On XX/XX/2023 someone placed drugs in a drink of mine. I was led to a park and left unconscious. During this time the aggressor took my phone and all of my credit cards, including my Santander Mastercard ( ATM ). My phone had facial recognition installed and the aggressor was able to steal my facial ID while unconscious and have access to all of my online accounts, including my Santander bank account, emails, all phone and texting features, and apple ID. I was unconscious for approximately 12 hours. During this time, the aggressor accessed my bank accounts, transferred money and began using my ATM card at many vendors, spending close to {$6000.00} in the matter of a couple of hours. The bank did not turn off the card because the aggressor was verifying the activity using my email, phone, and text message features, of which they had full access.

Despite my submitting multiple claims, Santander has denied the claim, stating, " Claim is being denied for inconsistencies. Customer stated their wallet and phone were stolen in XXXX, customer is stating they were drugged and face ID was used to access the device. Inconsistencies, all intake calls were reviewed in this matter. The Customer only stated they were drugged after being read the denial reason on the first claim submitted there is no mention of this on other calls, there are inconsistencies in the customer 's story. Additionally, customer is seen accessing OLB via password during the suspected fraud period. Customer is not provided an explanation on how the XXXX was obtained. The XXXX password was not changed during this time. Due to these inconsistencies, no credit is granted. '' -Santander 's claim that information was missing in the initial report is untrue. The fact facial ID was stolen was provided at this time and not reported ( no proof of this documentation has been provided ). The customer service agent during this conversation was overwhelmed by the crime and the purchases taking place, saying things like, " Wow, these dudes are buying some expensive sneakers. '' Interested more in the story than the report and my well-being. Perhaps there is a recording of the conversation in Santander 's archives.

-The report is correct and confirmed by me that my on-line banking password was entered and used during this time. I explained to the fraud department several times at Santander that there is no mystery here, it was not me. My aggressor had access to all of my accounts, including Santander, on my phone through facial ID, which was stolen from me while unconscious. The aggressor was accessing my accounts and transferring money from savings to checking accounts, so they could continue to use the debit feature.

-No extensive review of my account activity was cited after over 15 years of banking. I had not used my ATM card for a withdrawal or debit transaction once in XXXX this year, prior to ~ {$6000.00} being spent in a matter of hours without the bank shutting down the card. My debit card has been used historically at most XXXX times/year, and there were over XXXX foreign transactions competed within hours. The negligent party is Santander in this complaint. 

-Finally, I have a police report registered with the Police Department in XXXX with these matching statements and timeframes. I have offered this to Santander and they have not accepted it.

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