Consumer complaint received 2023-02-18
Company: SANTANDER HOLDINGS USA, INC.
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I was scammed of my identity last month XX/XX/XXXX. Lost {$800.00} through XXXX XXXX  I reported it in to the bank. I got all the money back. Bank is full aware of my identity fraud situation. Had me change my pin. Nothing more. I didn't report to police as bank claimed they took care of everything. My credit is on freeze and my card wasn't on freeze on XX/XX/XXXX because I was using it to buy medicine. {$750.00} was taken out of my bank. I recieved no alerts, no notifications about this transaction until I atempt to use my card to only find out I was negative $ XXXX. I called in the bank that evening and they told me they will put the dispute in. They said transactions was made in XXXX XXXX which is no where near me and it is done through XXXX XXXX where my account was no longer active. XX/XX/XXXX I went to the branch in person, to tell me that the claim was denied and I need to pay back the debt. At the same time my work check was being direct deposited. I told the bank I need the money for rent and I don't have the money. They told me, I could open a loan account and set up a payment plan and they can help me with loan forgiveness. They continue to tell me that the claim got denied because the " merchant denied the transaction being taken place. '' I spoke with 4 different advocates plus 1 from the branch. They said if i could get a statement from XXXX XXXX  stating account was not under my control and my card was compromised the claim can be open again. I end up calling cash app service and open a case there. Later that evening I called in my bank and they said because " I agree to policy money can't be refunded '' even when I told them and the fraud specialist that i want through identity fraud along with the case XXXX from XXXX XXXX. They never gave me an answer to why none of this was flag and how this individual was able to make multiple transactions overdraft. They told me that my account will be flagged and lock and my card was put on hold and another claim will be open. My check went through XX/XX/XXXX For another withdraw of {$50.00} was made. Despite my card being on hold and me telling the advocates of this inquiry. XX/XX/XXXX I officially made police report. Same day, I went back to the bank again but to a different branch and they also didn't give me answers other than a puzzled look from the experience I had from the other branch. They said they will put the claim in for me which I assume was never done and told them of recent withdraw. They close down the card and is sending me a new one. I have to wait 45 days for response to see whether or not the claim goes through. I'll claim fault if I made the fault but I have been robbed and my bank twice has failed to protect my money and putting me in a situation where I may have to pay back a debt that wasn't used by me.

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