Consumer complaint received 2021-08-03
Company: SANTANDER BANK, NATIONAL ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Can't close your account

Complaint:
On XX/XX/XXXX I called Santander Bank to close my checking and savings accounts. At that time the customer service agent told me I had to XXXX  out the checking account so I wired the remaining {$99.00} from my Santander account to my current checking account, my current checking account showed it cleared that day. I called and cancelled the account as soon as I had a XXXX  balance. I received an automated voicemail from Santander that I had an outstanding balance of {$200.00} from an automated insurance payment. I believe they had not received my new bank information in time and used my previous Santander information. I called Santander customer service again on XX/XX/XXXX. They told me that the attempt from my insurance company to make that payment " reopened '' my account and I was overdrafted. They wanted me to send the money to my reopened account to XXXX  it out and close the account again. I asked if instead I can wire the funds over the phone so they get the exact amount and I can again close the account. I believe they waived the overdraft fee at that time, and I received a confirmation that day that the account was XXXX. After I confirmed that there were no pending transactions, the agent assured me my account was closed. On XX/XX/XXXX I received an automated voicemail from Santander that said I had an overdrawn amount of {$51.00}. I called on XX/XX/XXXX to inquire why the account that I had confirmation on XX/XX/XXXX was closed, was able to be overdrawn. My XXXX account still had my Santander account information for automated payments and pulled {$40.00}. I mentioned that my previous dealings with other banks, a closed account should not be active and the payment should not go through. Mr. XXXX of customer service from Santander said there appeared to be a " refund '' of bank fees for {$24.00} to my previously closed checking account that appeared around XX/XX/XXXX that triggered the account to be reopened. They had then charged me {$35.00} for the overdraft fee. I then became frustrated with the customer service agent and explained I have made two previous attempts to close this account and against my wishes this account reopened twice and then tried to charge me overdraft fees. The agent asked me to send money to my Santander account to cover the overdraft fee. I refused and told him I will not be adding more money to that account and I wanted to wire the funds directly over the phone like I did the last time. The agent then said the " refund '' covered {$24.00} of my overdue balance and they were also cancelling the {$16.00} fee. I was also assured that the account was again closed. I have again gone through my automated payments with XXXX and all other accounts to make sure my Santander information is not used in any way. I do not have confidence that this account will ever close and I am suspicious that Santander is using this to charge me account fees. I moved to XXXX  to work as a XXXX  at the end of XXXX and have been here since the pandemic began. I do not have the luxury of getting on a plane and flying home to XXXX  to deal with what I believe to be dishonest banking and, I feel this is my best option of getting help with this matter.

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