Consumer complaint received 2023-12-01
Company: SANTANDER HOLDINGS USA, INC.
State: MA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I attempted to revoke account authorization with XXXX XXXX for weeks in writing starting XX/XX/XXXXXXXX  on an auto draft scheduled XX/XX/XXXX. After failed attempts and complaints to CFPB and XXXX, I called Santander through mobile app to request stop payment to be placed XX/XX/XXXX XXXX for 21 minutes. I was advised stop payment was placed, XXXX XXXX had no access to anything. I confirmed even my debit card. Charge went through. I called XX/XX/XXXXXXXX  XXXX to dispute charges. I was advised no notes from previous call, no stop payment was placed or attempted. I requested call to be pulled and worked with a supervisor to cancel debit card, dispute the transaction and provide proof of revocation of account access. I was advised follow up and escalation would be had on lack of notes and stop payment not being placed. XX/XX/XXXXXXXX  Santander disputes called and leaves Voicemail from XXXX # asking I call in and provide claim number at XXXX. I return call using mobile app and am advised no one called- no notes. I work with 2 supervisors to confirm this and am told probably fraud call. I explain my concern that once already my account hasn't been noted and if I find out this has delayed my claim/dispute, I'll be upset. I'm advised if I get another call to tell the rep to note my account, and call back the mobile app and provide the information to assure no fraud. 
I get a call today, same person same number XXXX. I advise the person to note account. I call in to Santander. This was a legitimate call and notes are there. The first call I received was also from this representative as well and no notes were on the account. He was requesting information I already had provided ( proof of written revocation- submitted XX/XX/XXXXXXXX  ). 
I worked with a supervisor again today who chastised me for not taking names of the reps. 
This misinformation/lack of information and lack of noting extremely important derails on financial account/lying about dates and process has caused the following : Negative financial consequences ( unwanted charges of XXXX and XXXX to XXXX, XXXX post request for revocation and stop payment ) Inability to make good financial decisions for myself Inability to budget appropriately as information was incorrectly provided Incorrect timelines on processing provided- 1 business day told on XX/XX/XXXXXXXX  call - it takes 3 + on stop payment requests. I was advised on recorded call the request would be all set as of XX/XX/XXXX. This request was never put through and also would never have processed on XX/XX/XXXX. 
Incorrect definition of stop payment - I was advised on XX/XX/XXXXXXXX  that stop payment would still XXXX XXXX from accessing my debit card. Supervisor on XX/XX/XXXXXXXX  said that is incorrect and only merchant block will stop this. Completely fraudulent information provided. 
Delay in my ability to provide dispute/claims information- no notes on file, even after I followed every step and request in voicemail and instructions provided by all reps. 
Unnecessary worry- my account was not at risk for fraud and calls were legitimate At minimum 4+ hours of calls to Santander customer service - missed work at XXXX $ XXXX to make these calls. 
Never pulling calls - I've spoken to 4+ supervisors. All of which claimed calls would be escalated further and listened to. I dont believe anyone fulfilled that request until today when I indicated expressly I would be filing this complaint. 

Santander has a financial and legal obligation to provide accurate information to consumers. They have an obligation to accurately describe services, timelines to process services, not delay disputes, intentionally or otherwise.

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