Consumer complaint received 2021-04-09
Company: SANTANDER BANK, NATIONAL ASSOCIATION
State: NY
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/2021, a charge in the amount of {$330.00} was made on my Santander Bank debit card for merchandise ordered from an international merchant, XXXX. I've waited three weeks for my order to be delivered to me but for several weeks, there was no update to the shipment tracking status provided by the merchant. I contacted the merchant several times via online chat sessions inquiring about the shipment of my order, but the merchant kept giving me inaccurate/bogus messages in re of my missing purchase order or gave me excuses about the reason why my order has been delayed. I requested a full refund, but apparently, XXXX is refusing to issue me a full refund.

I contacted Santander Bank 's Disputes Department via phone and email about the non-delivery of my purchase order, and I provided the bank with documents to substantiate my case ( which is also attached to this complaint report ). My bank issued a provisional credit to my checking account until Santander completes its investigation into the matter. I called Santander Bank 's Disputes Department every other week to find out the status of their investigation, but I kept getting told that their Investigation Department was either closed or that the Disputes Department couldn't get an answer from their Investigation Department nor from the merchant. 

On XX/XX/2021, I received a letter dated XX/XX/2021 from Santander Bank stating the following : " For the following reasons, 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 ( s ). We will debit the provisional credit amount previously applied to your account for this claim, which includes the Disputed Transaction amount ( s ) ... on XX/XX/2021 .... '' My complaint is that I did not receive my purchase order, the merchant kept giving me excuses about the delay of my package 's shipment, the shipment was marked delivered to an unknown address, and the merchant refuses to issue me a full refund. Of course the transaction was authorized -- with the anticipation that I would receive my order. Not only that, but the merchant deducted the funds from my account BEFORE the order was allegedly shipped which was three weeks from the date of the debit transaction. According to the tracking status, my package was marked delivered to an unknown address via an unknown shipping carrier.

The bottom line is that I didn't receive my order from the merchant, the merchant refuses to issue a refund, and Santander Bank has informed me that they will reverse the provisional credit based on their so-called investigation. 

I regret not doing research on XXXX prior to placing an order with them. This unfortunate experience has prompted me to review other customers ' experiences with XXXX ; I've found thousands of negative reviews about this fraudulent business. One trusted website that you will find many complaints about XXXX can be reviewed via the XXXX XXXX XXXX ( XXXX ) website. I've been advised to file a report against XXXX with the Federal Trade Commission as well.

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