Consumer complaint received 2023-04-24
Company: SANTANDER HOLDINGS USA, INC.
State: CT
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
Hi my name is XXXX XXXX and I was defrauded egregiously on two occasions. First by a scammer and then by my banking institution XXXX. In XX/XX/2022 I received a scammer call from a Santander consumer banking number XXXX unbeknownst to me. They alleged that there had been fraudulent activity on my account at XXXX for XXXX. I immediately went through with the supposed representative XXXX who then explained they are protecting my account. I was reassured I was covered and my account was protected. On XX/XX/XXXX after I received a notification for insufficient funds I realized by account was breached. I immediately corporates with the Santander fraud department and was reassured these funds would be return. The money was returned in 1 week and I continued saving to return to school. In XXXX I was preparing to make my final payment for my tuition when I realized there were no funds available again. Santander reversed the return with no notice or update as to why they decided to reject my claim. I then requested further information and documentation to ascertain next steps and was told I would be mailed the information. I have yet to receive any mail or information so I can follow up and conduct my own investigation. The insulting part is that these charges were made in XXXX and at the same time I was swiping my card in Connecticut for payment of my nails. When I explained this fact the representative was very dismissive. I am still awaiting the information despite the numerous requests for the information via letters I have yet to receive anything. After doing some digging independently it was brought to my attention that I was not the first this had been done to. Further investigation yielded that one of the stores the purchases were made did not ask for identification nor did they follow procedure. Additionally it was noted on XX/XX/XXXX that my online banking account was a part of a massive company wide breach that yielded multiple customers vulnerable for theft and fraudulent purchases. I communicated this fact bank and received no communication in return. I asked Santander if Im conducting my own investigation and protecting my own account what purpose do they serve. I then asked to speak with a manager and alerted them that they are breaching the agreements surrounding consumer banking and fraud protection stipulated in their own guidelines. Despite my ongoing fight I have been given nothing and now my hard earned money working as a registered nurse still remains out of my possession. I have filed a police report and have continued to try and work with Santander to have my funds returned so I can make my payment for school. On the other end there has been nothing but silence. This hurts as I try my best to save money and to have XXXX stolen from me twice without having any fault and being left vulnerable by a bank that is in place to protect and safeguard my finances is unfair. I am hoping that this complaint does not fall on deaf ears. I will keep fighting for my funds to be returned. I feel as though Santander mistreated me based on my ethnicity and my presumed youth. This type of profiling can not be permitted as consumers will continue to lose trust of the banking systems. Please please please please assist me in recovering my losses. I look forward to hearing from your organization soon. Thanks in advance. 

Kindest regards, XXXX 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