Consumer complaint received 2023-06-08
Company: SANTANDER HOLDINGS USA, INC.
State: NJ
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX NJ XXXX XX/XX/XXXX XXXX XXXX Dear Sir Madam XXXX On the above date and around XXXXXXXX XXXX I went to Santander Bank is located at XXXX XXXX XXXX XXXX XXXX NJ XXXX. Account # XXXX seeking services and help from the bank workers. 
XXXX Once I entered the bank door, then I informed the bank window taller XXXX XXXX that I want to do wiring transfer to mortgage company from my account as I have a closing for purchased property required this transfer ASAP before my closing time. 
XXXX XXXX XXXX kindly with smile as usual walked me to his Bank officer. 
XXXX I explained to the officer named XXXX XXXX my request and the type of services I need. 
XXXX XXXX asked me how much the amount I want to transfer with an anger tone, even failed to represent himself to me to know who the person is I am giving him my personal information. 
XXXX Once I informed the worker that my closing cost is {$200000.00} immediately put me in sharing trouble and address to me that his position as relationship Banker limitation in maximum {$100000.00} only. BUT IN ORDER FOR HIM TO ALLOW ME TO TRANSFER {$200000.00}, he will need his managers approval. Since his manager was not there, he informed me that he will call other branches managers to have XXXX of them approved. 
XXXX While he is talking to his management, I heard him said to his co/ worker on the phone I do not know the limit and I have no pom, I was not sure what poms means but I told him I will call the bank head quarter to ask them to approve it then you can process in the branch. The Head quarter representative informed me that there is no need to limitation approval as I wired back in XXXX the amount of {$500000.00} by the same bank branch done by XXXX. XXXX XXXX. 
XXXX I handed my cell phone to XXXX XXXX to get the approval, then XXXX XXXX requested my driver license and my credit card to start the process, which he got it. He also sent to my cell phone XXXX time pass code # XXXX on XXXX ; XXXX XXXX and asked me to read the passcode to him. Then he turned around and say to me, { I WANT JUST TO EXPLAIN TO YOU THAT WHAT YOU DID TODAY IS SHOWING DISRESPECT TO ME }, I replayed to him { it does not matter now who fix the issue and the approval, it should be your job not my job, I am a customer, and I am here to receive services ]. 
XXXX XXXX. XXXX XXXX said I will not provide services to you, I told him you denied my services by the bank because I get contact to the headquarters, before I finish that sentence I found another C/o worker comes to his desk then they started to speak other language different than English, I think was Spanish, I think that they were talking about me, but I was not sure what they said until he told me this person is the bank assistance manager. 
XXXX She asked me what the matter was, and I explained to her that XXXX XXXX XXXX was unable to provide wire transfer even after the bank approved the service!. SHE SAID HE HAS THE RIGHT TO REFUSE TO PROVIDE YOU WITH SERVICES BECAUSE YOU DISRESPECT HIM. I replied to her I AM A CLIENT WITH THE BANK FOR OVER XXXX YEARS I NEVER DISRESPECT ANYONE AS YOU SAID, YOU WERE NOT HERE TO DETERMINED REJECTION TO MY SERVICES. CAN I HAVE BUSINESSC ARD FOR EACH OF YOU AS I AM GOING TO COMPLAINT TO FDIC, CFPB AND THE BANK HEADQURTERS XXXX That Femail named XXXX XXXX XXXX Branch operation Manger ) XXXX It seems like they both note my account with something after I left, the reason I think so is once I contact the headquarter again on my way walking to my car seeking services from other branch who may have people work for business not for themselves or support each others in errors to just look good among themself no matter what the bank business required. 
XXXX I was able to receive my services I requested by visiting another Branch located at XXXX XXXX XXXX XXXX XXXXXXXX NJ XXXX work done successfully in a very short time by XXXX XXXX XXXX XXXX, I was able to catch my closing company for my purchased property. 
Since last XXXX month I visited the same branch for deposit, while the taller was count my money to generates deposit to my account, then XXXX XXXX XXXX walked to the taller from inside the tellers window and asked me to provide dept card or ATM card, I told him I DO NOT HAVE ONE The XXXX XXXX XXXX told me if you do not have card I will not be able to give you services in the bank, at this moment I asked him WHO YOU ARE since I never met him or see him in the branch, he said I am the bank assistance manager and never say his name, he also said I WILL ORDER AN ATM CARD FOR YOU TO BE MAILED TO YOUR ADDRESS. I said to him I do not want because I had XXXX before and I lost it caused me {$5000.00}, when I reported that to bank previously, they denied any responsibility about my losing of the card. 
Even after I explained my side, he still tried to use his authority to threaten of denying services. I asked his manager who came out to the window also apologized to me and did his part for my satisfaction, but XXXX XXXX XXXX kept repeat I have experience of XXXX years work at the bank. His experience does not mean anything to me as a customer with the bank. 
Dear XXXX Madam As you can see from the above complaint that I feel like I was discriminated against my nationality by XXXX XXXX XXXX and his branch operation manager XXXX XXXX XXXX whom used their skills of Spanish Language to determine denial to my service. 
Both caused me trouble finding another branch to do business with the bank. I must drive far from my residence to get the services because I must pay for another parking fee. 
For past [ XXXX years ] customer with the same bank may be before XXXX XXXX XXXX born. If I am disrespectful to any of them, you can please review bank cameras and consult the XXXX XXXX Branch manager who handled my services today. 
XXXX XXXX did not respect my age or my XXXX condition or the bank who works for it. 
I am doing business all these years always provided to me within a short time and full respect from XXXX XXXX XXXX who really knew most of the branch clients dealing with all with patience and respect. unfortunately, XXXX XXXX XXXX was off today, that is why no one else was able to serve us as customers as she always does. 
I am seeking legal action and management to respond to my complaint. 
Best Regards XXXX XXXX XXXX

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