Consumer complaint received 2022-03-08
Company: Santander Consumer USA Holdings Inc.
State: CT
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Cashing a check

Complaint:
I moved to the XXXX and when i was home to visit the week of XX/XX/XXXX, i did a photo deposit of a check for XXXX XXXX this was a check that was from my credit union to my santander checking account. on the XXXX they blocked my online access to the account and when had my mother call, with me on XXXX they said this was due to the amount and it will be cleared in five days, this call was the XXXX of XXXX, we called again on the after the 5 days and their fraud department said they didn't know why it was still blocked and that their manager agreed it shouldn't be blocked anymore and they will send an email to the guy to unblock the account. they said it'll be unblocked in XXXX hours. Three days later, i am still blocked so we called again and the fraud team said they will send another email because the person who blocks it has to unblock it and they aren't answering the emails. so i then raise a formal complaint about this and they said 48 hours it'll be unblocked. after three days again the account is still blocked. we called again and this time the fraud department said it is being investigated because the check looked like fraud, this was something that was never said the past three calls and only added after i raised a complaint. then they said i had to do send a certified copy of my ID, because i am unable to go to a branch since i live outside of country. my mom then went to the branch with my american drivers license and me on XXXX, we were then told there is no letter that they will accept and that i have to come into the branch to unblock my account, they also told us that there is no note about a letter. this is now XXXX different things being said and XXXX different reasons why my account is blocked. i have a bill i have to pay and am unable to because of this, also i have to now fly back to the states because the 5th person said that the notes left said i have to go into the branch, which is something none of the people on the phone said. I want my account unblocked because this is now insane and also compensation for all this back and forth AND the fact that i have to now pay XXXX XXXX take holiday time, and fly across the XXXX just to unblock my account. which three people in the fraud team have said they don't understand why its blocked. it seemed obvious that the only reason it was further investigated was because i raised a complaint because they were being so rude and telling me different things every time we called. They are holding my money hostage until i fly to the states to show my ID and unblock the account. i have no access to my money, my statements, anything because they changed their mind on why it was blocked XXXX weeks in. i will never use santander again and when i go to show my ID i want my account closed, compensation and a printed copy of all the notes left on my account. which when i asked for the notes i was told outright no they won't do that, which can't be legal. 

the check was from my credit union, with my name on it, and they took two weeks to decide it was fraud, when its not i have done a photo check with those checks before with them and now its an issue. 

The first three calls i was told " we don't understand why its still blocked we are so sorry, we can't get a hold of the person that blocked it, i will send an email it will be unblocked within 48 hours '' how did that turn into i have to go to the branch cuz its investigated. the only difference is i raised a complaint against them so to me this seems that they are retaliated against me because of my complaint. it seems obvious considering it turned right after my complaint to I'm being investigated and have to go in branch, when they know from the notes on my account that i live in the XXXX.

Company response to consumer: Closed with explanation