Consumer complaint received 2021-05-01
Company: SANTANDER BANK, NATIONAL ASSOCIATION
State: MA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
On XX/XX/21 I arrived at Santander Bank in XXXX on XXXX XXXX XXXX XXXX to meet with my daughter to open an account. I met with XXXX XXXX the week prior on a Friday and also met with Mr. XXXX. I was their for what I would consider a long time met with them to asking some questions about mortgages due to my daughter is interested in potentially by a home. My daughter and I waited awhile and once it was our turn I arrived with a white shopping bag tied to my orange hand bag filled with our cash. I walk with a cane and we sat down and he asked for information from her in order to open the account. Once he was done I took the manila envelop and handed to XXXX XXXX he took it from me and to another area I waiting for him to call us to the front and, count the money or ask how much was in there but he never did nor did he count it with us or in front of us. He walked over to another area and said one of the tellers are counting the money. I am not sure who they are because we did not see who was counting it. He went back and handed us a receipt of {$17000.00} in total. We were never given a deposit slip to fill out. When that happened I looked at him with concern and, I was shock as was my daughter and, started to feel anxious I told daughter to go because we both felt a since of concern if we had said anything so left to catch our breath. There were a lot of customers in the store and XXXX was the person in the store helping everyone. We came back the next day and, waited to be seen and, explain to him the huge error that had happened with the amount on the receipt has was not correct and, we ask him to pull the tape he said that he did not know who's job it is to do that I ask him to please email both my daughter and I so we know he is working on it we have not heard anything about a report being made. We did receive a call from Mr XXXX XXXX saying he wanted us to bring him proof to him where we got the money from I told him I will bring once I we reach out to the banks we will be providing documentations. I called MrXXXX XXXX last XXXX to follow up he said he has nothing on the tape to tell me. When the incident happened we did call costumer service and, spoke to XXXX he said he would forward the call to the right person this never happen it has been over 21 days nothing from anyone from the bank with an update. Though I did speak with a XXXX XXXX he ask if some one gave a bag with the amount of money that I am claiming. Please know that I will be providing documents I have made the requests I waiting to receive them and I send it at a later time. The reason am now sending the complaint I had call and, request for the application I have not received it via mail. We still have the XXXX at the bank we are not sure what to do we were told to leave it there by a Santander employee until the matter was resolve.Files will be provided for this complaint I am waiting from other institution and, other parties.

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