Consumer complaint received 2019-03-02
Company: SANTANDER BANK, NATIONAL ASSOCIATION
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
I don't believe that this is solely Santander Bank. Since 1994 when XXXX changed the area code from XXXX to XXXX my outgoing calls have been forwarded and intercepted by a hostile and unprofessional independent call center acting as my own personal customer service team without my permission, acceptance, or agrerment. Lately like my XXXX bank account Santander has been witholding making debits to my account balance on my billing statement. Long ago I opted out of being able to overdraft my account. Example : I will pay a bill on the XXXX and on the XXXX the check is cashed. Santander won't debit it from my account until the XXXX of the month. Meanwhile it is showing in billpay activity as paid on the XXXX. Currently Santander is making a personal judgement against me and calling me a fraud. XXXX Pay through XXXX XXXX did the same thing last holiday season. Santander is not allowing me to make purchases with my debit card and they are backlogging purchases. On XX/XX/XXXX two payments made through XXXX play in app purchases for {$4.00} were backlogged for XXXX. I tried to make another of the same type of app purchase for entertainment in the amount of {$19.00} and the purchase was declined for insufficient funds. The csr from Santander said that they didn't approve of my purchase and said that it was from a casino game and considrred gambling. Later that afternoon of XX/XX/XXXX I tried to make a purchase for an online job opportunity and the {$47.00} purchase was declined for insufficiebt funds. The csr from Santander said that the purchase was most likely fraud if I had to pay for the opportunity. I was also told that the {$47.00} was being debited and then credited back seconds later. I asked to speak to the fraud department and I was told that they needed me to confirm some purchases in my email and to set up text messaging one time code options for security. And I had to update my cell phone number which they didn't have. So I didn't get the notifications about their new security procedures. They could have mailed it to me. ( And I have told them multiple times about the call center. Santander was also made aware that my emails were hacked and that I prefer to be contacted through usps mail. Because email is not federally.protected mail ). So, they promised this issue was resolved. I then, about an hour later, attempted to make the {$47.00} purchase again and it was declined again for insufficient funds. Then I tried to order food for delivery in the amount of {$33.00} including tip and that purchase was also declined for insufficient funds. I then went to the ATM and withdrew {$60.00} to pay for the food in cash. ( I had the money in the bank from my tax refund. I have one outstanding check for {$66.00} for a utility. ) Santander made personal.and unprofessional judgements against me and how I choose to spend my momey. And they are unfairly calling me a fraud.This is slander.

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