Consumer complaint received 2018-11-10
Company: SANTANDER BANK, NATIONAL ASSOCIATION
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
To whom it may concern, I XXXX XXXX am writing to you with serious concern and disappointment in the Santander bank with whom I have a personal account with for several months after being recommended to them by many of my friends and family members. 
On Wednesday XX/XX/2018 my account was compromised due to my personal computer being hacked by a fraudulent company claiming to be a virus protection company. They led me to believe that they were adding virus protection software onto my computer and within seconds my computer screen went black and I received several emails from Santander bank on to my phone stating that there was activity being done onto my account and that if it was not me to call immediately to notify the bank. And so I did that, upon my call the representatives were very polite and understanding of the situation and helped me to block and freeze my account. I was also advised to go into my local police station and compose a formal police report, which I did. So now with no access to my account and only XXXX remaining after a whopping {$1700.00} had just been stolen from my account. I was told that although I called within mere moments of the fraudulent, unauthorized activity I was to wait 24 hours to make a formal claim with the bank because they couldnt do anything since it was now a pending transaction. I felt very uncomfortable and unprotected in that moment but I waited until the next day and called at XXXX XXXX XX/XX/2018 to file a fraudulent claim as I was instructed to do. After I filed the claim I called the bank back on that Friday XX/XX/2018 to see if  there had been any progress in the claim when I finally spoke to a representative within the fraud department a man named XXXX assisted me and told me that my claim was denied and there was nothing more he could do, I asked to speak to a supervisor and he told me that I would be hearing the same words from a different mouth, and so after a very emotional begging and pleading with him to please do something I was a victim of fraud for Crying out loud and that since I called immediately after receiving the Santander alerts to my email why wasnt I covered by the zero liability policy he agreed to open a new claim for me. I was very thankful and grateful, this really couldnt have happened at a more inconvenient time in my life I am 6 months pregnant and I just moved to another state and those funds are what I have saved up for my new home and my new baby. Although its not much to many people it is a small fortune to me. 
On XX/XX/2018 I called Santander bank to see if progress had been made on the second claim I finally spoke to a supervisor he was the most helpful and seemed to make a dent in the claim adding more detail to the claim and following up with the fraud department himself he even took the extra mile and told me he would call me back after he followed up with some information and the fraud department. He followed through and called me back within the next 2 hours and finally the next day Tuesday XX/XX/2018 I checked my account and a provisional credit of the XXXX dollars had been posted to my account. 
Now XX/XX/XXXX they have denied my claim for the 3 rd time  I am now 8 months pregnant dealing with a bank that is telling me that I have to understand because they are out this money when I am out this money x2. They have relinquished the provisional credit that was awarded and have put a lock on my {$660.00} that I had left to my name. Please help 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