Consumer complaint received 2022-03-16
Company: SANTANDER BANK, NATIONAL ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: CD (Certificate of Deposit)
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
Santander Bank Fails to Release Funds from Estate after 15 Months of Effort My name is XXX. and I am a resident of XXXX, California. My brother XXXX XXXX XXXXn Massachusetts on XX/XX/XXXX. I am his sole heir and only living relative. 

As part of his estate XXXX held checking, savings accounts, and CDs totaling about {$22000.00} in Santander Bank, XXXX MA branch. I was listed on all accounts as XXX XXX ATTY XXXX. XXXX left a properly witnessed will naming me as sole heir to his entire estate. Various insurance and annuity companies released funds on a prompt and timely basis upon notification of XXXs death. 

Before notifying Santander of XXXX death, upon the instructions of branch personnel, I sent notarized instructions as ATTY XXXX on XX/XX/XXXX and XX/XX/XXXX not to roll over 2 low-interest CDs and to deposit the funds in XXXs checking account. Santander rolled over the CDs anyway without any communications other than the notice that they had been rolled over. 

On XX/XX/XXXX I spoke with XXXX at the XXXX branch requesting that all accounts be closed and the funds sent to me. XXXX XXXX communicated up the chain of command to receive instructions. Santander has a system where the branch personnel just send emails with questions to a designated department and receive replies by email. They never speak with any actual person to whom they could refer me. I was instructed to send originals of the will and the death certificate, which I did. The originals were returned as promised after being copied. 

In follow-up calls to the branch it was made clear that I would also need an appointment by the Massachusetts Probate Court as Personal Representative of XXXX XXXX estate. I hired a MA attorney and received this appointment. 
On XX/XX/XXXX I sent a letter to a Sr. Specialist Relationship Banker at the branch including a copy of appointment as Personal Representative and instructions to close all accounts and send me a check or wire transfer the funds. 

Nothing happened. The Sr. Specialist didnt know why nothing had happened and escalated the situation by email. Again, they dont speak with any person in a decision-making position ; they must communicate only by email. I was told I would have to go to the branch in person to get the funds. I explained that that request didnt make sense and that I live in CA and am 75 with co-morbidities for Covid. They said that was the decision of the anonymous department with no one I could talk to. Branch personnel suggested I contact an attorney. 

I asked my attorney to see if he could get something to happen. Following his intervention, I received a letter dated XX/XX/XXXX from Santander Executive Office referencing Complaint Received : XXXX XXXX : Case XXXX. The letter referred me to Executive Office Advocate XXXX XXXX. She said they are investigating the case and will be in touch. She also said that I would not have to get the funds in person. 

I received a letter dated XX/XX/XXXX saying the bank had received all the documentation they needed from me. But because I resided outside Santanders footprint I would have to send a notarized request for the funds with a picture ID ; this after all the documentation I had already sent. I sent that documentation promptly after receipt of their letter. 

I never heard back. 

After trying to reach XX by phone on XX/XX/XXXX, and leaving unreturned messages, I spoke with YYY. I explained that it was important for my tax affairs that the funds be released before XXXX. He left a message on XX/XX/XXXX saying they ( the department in charge of it ) promised to release the funds before XXXX. 
I did not receive the funds. 

I started calling again onXXXX. XXXX said there had been confusion between the XXXX XXXX which handles checking and money market accounts and the IRA accounts department, which had been sent my profile instead of my brothers. She said they promised that the funds would be sent in twXXXX days. 

It is now I still havent received the funds from any of the accounts. 

It looks like a case of gross incompetence, and a totally uncaring, untouchable and unanswerable bureaucracy. The customer facing people are charming, but powerless.

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