Consumer complaint received 2017-10-21
Company: SANTANDER BANK, NATIONAL ASSOCIATION
State: NY
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
I am an XXXX XXXXXXXX XXXX student studying at a very prestigious university in New York. I have two bank accounts- one at Santander and one at XXXX. I tried to send money from my Santander account to my XXXX account on the XXXX of XXXX through the mobile banking app. The following are the events that happened. 
I transferred a sum of {$2000.00} ( in 4 transactions of {$500.00} each ) using the mobile app of Santander to an account in XXXX XXXX on the XXXX of XXXX, XXXX. I had intended to send the amount to my account in XXXX XXXX and as a typographical error, I have accidentally sent it to another account. 
Since XXXX week of XXXX XXXX, I have been interacting and persistently following up with both banks for the return of funds back into my Santander account. Unfortunately, my problem is yet to be resolved. 
XXXX of XXXX - Through the mobile app, made 4 fund transfers of {$500.00} dollars each from my Santander checking A/c no. to the XXXX A/c no. Amount of {$2000.00} was immediately debited from my account ( as shown by the app ) XXXX of XXXX - Transaction showed sent from my Santander A/c XXXX of XXXX - Contacted XXXX XXXX to check the receipt of {$2000.00}. XXXX XXXX informed that the amount was not received and I was advised to contact Santander Bank. 
XXXX XXXX - Made a call to Santander Bank regarding the same and the information provided was that, the money had been sent from Santander Bank and because it was not credited to my XXXX XXXX, they opened an investigation. 
XXXX XXXX - Went personally to Santander bank and raised the issue. I was told that there might have been a mistake in the transaction, as the app wasnt allowed to send 4 transactions of more than {$500.00} per day to an external account without the generation of an OTP. No OTP was generated when I used the app. 
On thinking back / checking my transaction, the account name and routing number were correct. But, realized, may be due to typo error while entering the account, I might have entered a wrong A/c number. I immediately called up Santander Bank and told them about this. 
When I went to Santander bank to inform them about the same, I was asked to go to XXXX XXXX to reroute the funds to back my account. Accordingly, I went to XXXX XXXX  and I was told that the transfer of funds has occurred to another account and only Santander Bank has to recall it ( that they couldnt access the other account, pull the money and credit it to mine ). The XXXX XXXX representative assisted me when I called the helpline of Santander Bank. I was informed that, another investigation was opened and that it would be resolved, since they knew what the problem was. 
I waited for few days for Santander Bank to take action, but as it didnt happen, I again visited the bank and was given a very evasive reply. As I told them my case history, the banker called and told me that the investigation was still on-going ( it had been more than 10 days since I had pointed out the probable mistake ). I was also advised to visit XXXX XXXX again. 
I visited XXXX again and they reiterated the same information from the previous visit ( that the funds have indeed been transferred to another account and that Santander needs to recall it ). Again, with the assistance of the XXXX XXXX representative, I made another call to Santander bank ACH department and explained my situation. I was given yet again, another reference number. 
Since the reply from Santander didnt come through, I visited the branch again and was told that they couldnt make contact with the 'wrong account recipient '. And another investigation was started. 
After waiting for a few more days, I rang up the Santander bank person and the response I got was that, the contact was made to the wrong XXXX account, but as there were not sufficient funds in it, they could not recall the amount. I was also advised to go visit XXXX XXXX. 
I visited XXXX XXXX immediately and was told that, in order to protect clients privacy, they would not give any information or direction regarding the problem. They did mention that I need to go back to Santander Bank again. 
During my visit to Santander bank on the XXXX of XXXX, I was told that another investigation is ongoing and that I would be told about its resolution. 

.I wrote a letter to Santander Bank stating the details of the case and gave it to them on XXXX XXXX. The copy of the letter written to Santander Bank on XXXX XXXX XXXX has also been given to XXXXXXXX XXXX 

Conference call was also made from me, Manager Santander Bank, online support and XXXX XXXX, as a three way call. Some key points are : XXXX does n't check the name for ACH incoming transfer. 
XXXX had wanted Santander Bank to initiate the money recall. 
Santander has filed to XXXX for the money recall XXXX is not admitting the claim for money back made by Santander saying that, they can not operate the account of their client, without authorization of the client. ( As an ACH insufficient funds and some other reason as well ) XXXX XXXX is not able to call/contact the account holder ( for whom the erroneous amount has been credited ) for authorization. 
XXXX XXXX asks Santander to do another claim from this at their end. 
Went to XXXX XXXX with manager of Santander Bank on the XXXX of XXXX and the bank tried to initiate a contact with the wrong account holder. 
Called up XXXX XXXX on XXXX XXXX. Person in charge of my case, informed that, they have contacted the branch manager where the account holder has the account and there is no other response from that person. Also, she informed that, that the person has n't yet initiated wrong money transfer claim. 

I went again to XXXX XXXX on the XXXX of XXXX and gave them a letter stating further details of the Case. The bank manager walked with me to Santander bank and this matter was discussed with the banker. I learnt that the third claim sent by Santander was also declined. I was told that the matter will be escalated from Santander side. 

XXXX XXXX and Santander bank has indicated that I wo n't lose my money, however, the matter seems to be going nowhere. I am feeling very depressed and feel that both banks are being very unhelpful. 
It has been more than a month since this transaction, I feel that the matter is going around in circles and I still havent got back my money. 
I might have made a typing mistake while entering the account number, but, that money was not supposed to be transferred anyway, since the a ) an OTP wasnt generated b ) more than one transaction above {$500.00} per day can not leave my account. 
The most frustrating part is that I have made to make multiple visits to both XXXX XXXX  and Santander Bank and each bank telling that I need to seek the other for resolution. 
c ) the name of the account does n't match the account number ( neither bank filtered this ) I am an XXXX XXXX studying a XXXX program and these funds are very important for my day to day living in this country. This experience has been very traumatic to me and I seek a quick solution from your side. 
Please help to resolve this issue immediately and help me get back my {$2000.00}. 

Thank you very much.

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