Consumer complaint received 2019-11-22
Company: SANTANDER BANK, NATIONAL ASSOCIATION
State: MA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
Santander closed an old bank account and opened a new account for me following a fraud incident. The Santander representative who opened the account made a banking error that resulted in multiple online accounts that denied me the ability to set up bill pay with my new account. The Santander Fraud department moved my money from my old account to the new account and allowed a blocked account to be billed. Recently, I learned that old bills are getting paid in my name for amounts set up in my old bank account. When Santander finally gave me access to my online account ( 2 years later ), it turns out that no bills are coming out of my new account but, bills are still being sent in my name somehow. I did not set up the bills from my new account and Santander claims it is unable to stop the bills because it has to be done through me accessing the online account. However, I have no access to the old online account ( which was supposedly blocked by Santander ). When I attempted to call the third party that is paying the bills set up by Santander, I was placed on hold for two hours and then the third party ( Santander 's Bill Pay service ) let me know that they can not access anything without a bank representative, however, the bank representatives did not wait to continue the call. 
Regarding the blocked bank account : Santander claims that a blocked account was billed because there was insufficient money in the account. Santander claims that they offered to switch the automatic transactions but I declined their offer. Santander did not offer to switch the transactions. Their former XXXX, MA branch advised that I not allow anyone to reach into my account and that I set up bill pay transactions. Santander 's Fraud department moved my money out of the blocked account to the new account and let me know they would monitor transactions ( and they did not do that ). Subsequent to the money being moved, Santander 's Fraud department allowed the  blocked account to be billed, then sent a claim to XXXX  that my account was closed with a - {$2000.00} balance. At the time this happened, there was more than enough money in my new account to cover this amount. While communicating with their corporate center trying to get details of the transactions they said totaled {$2000.00} ( that was not clear from the statements they sent ) I found out, when attempting to open an account for my children at XXXX XXXX XXXX XXXX, that Santander had sent out this negative report to XXXX  XXXX. At the time their corporate center had assured me that they did not send out the report and wanted to work with me. 
Santander then expects me to take the time to fill in a fraud complaint kit to send the same complaint I spent hours with their branch, Fraud department, IT department and corporate center on. Their error has cost me time and money and now they are claiming they closed the matter because I did not take the time to fill out the kit ( and send it to the Fraud department that caused the issue to begin with ). 
I continue to have a third party unknown to me paying bills in my name with no online access to my account. 
Why did Santander not take my information and fill out their kit at the time.

Why is Santander claiming that a {$400.00} international wire was flagged by an intermediary bank and have not been able to provide me with a letter from this intermediary bank. Why was such a small wire amount flagged by Santander and does Santander treat all customers in this manner?

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