Consumer complaint received 2023-11-20
Company: SANTANDER HOLDINGS USA, INC.
State: MA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/23 I purchased flights to XXXX XXXX for a trip dated XXXX. 

On XX/XX/23 I called XXXX XXXX ( XXXX ) at XXXX and spoke to XXXX to cancel my flight. She told me I would get my refund within XXXX business days and the money would go back to my card ending in XXXX. 

On XX/XX/23 I called XXXX XXXX to check on the status of my refund. I was told they processed the refund on XX/XX/23 to card ending XXXX as follows : {$770.00} ( for my ticket ) {$64.00} ( for my seats ) {$770.00} ( for my husbands ticket ) {$69.00} ( for my husbands seats ) On XX/XX/23 I called Santander ( XXXX ) and spoke to XXXX who told me he did not see any refunds on my account from XXXX XXXX. 

On XX/XX/23 I called XXXX XXXX and told them I still had not received my refund and they said the issue was with the bank because the money was sent. They gave me the following ticket numbers so that the bank could trace the money : # XXXX {$770.00} # XXXX {$64.00} # XXXX {$770.00} # XXXX {$69.00} On XX/XX/23 I called Santander back to tell them what XXXX XXXX had said, and they told me I had to open a claim. The claim was opened with claim number XXXX. I was told I would get a letter in the mail and either a refund within 10 days or a decision within XXXX days. 

On XX/XX/23 Santander credited my account the following amounts : {$770.00} {$770.00} {$69.00} {$64.00} On XX/XX/23 I noticed the amounts were debited back to my account. I called Santander and was told the investigation was closed and the claim denied because more than 120 days had passed since the original claim. I do not see how when XXXX XXXX issued the refund XX/XX/23 and within XXXX weeks I filed the claim. 

On XX/XX/23 I called XXXX XXXX, and they restated that the money was out of their hands and in Santander as of XX/XX/23. They told me they would email Santander to let them know. 


On XX/XX/23 I spoke to a Santander rep who told me to email the evidence XXXX XXXX gave me so I could reopen the claim. 

I sent an email to XXXX to reopen the claim on XX/XX/23. 

On XX/XX/23 I received the letter from Santander stating our investigation has determined that no error occurred : The documentation provided by the merchant or reviewed during the investigation verified that you authorized the transaction. 

On XX/XX/23 I called Santander at XXXX to see if my email had been received and he told me that if I had evidence, I had to open another claim and then email the evidence I have. He reopened the claim, and the new claim number is XXXX. He explained that if my claim gets denied this would be my last chance. 

Below is the information XXXX XXXX gave me as evidence : XXXX XXXX says they issued the refund on XX/XX/23 and below are the ticket number confirmations, which they say the bank should use to track the refund. 

Ticket number XXXX : XXXX {$770.00} Ticket number XXXX : XXXX {$64.00} Ticket number XXXX : XXXX {$770.00} Ticket number XXXX : XXXX {$69.00} XXXX sent Santander Bank my original XXXX XXXX itinerary which includes the code ( XXXX ) to verify that my flights were canceled. In addition, I sent screenshots of when I was credited the money on XX/XX/23 and when it was debited on XX/XX/23. 

On XX/XX/23 I called Santander Bank to check on the status of the claim and I was told it was denied because the transaction was too old.

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