Consumer complaint received 2015-10-13
Company: SANTANDER BANK, NATIONAL ASSOCIATION
State: PA
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Using a debit or ATM card

Complaint:
This complaint is in regards to the XXXX XXXX breach. I found out about this breach XX/XX/XXXX. Prior to this I knew something was hairy with the account but they were all small purchases and places that I had shopped before. I had no proof of anything. At that time there was a significant amount of money in the account from a settlement I had received from a car accident to which I sustained XXXX injuries from. It was in there temporarily until I could put it in something else. After the breach was confirmed I was devastated. I would stare at these statements for hours just in tears. Finally I pulled out a calendar and every receipt I had and went to work. XXXX. I put the first set of claims in XX/XX/XXXX I received a letter for each individual claim an affidavit was mailed I filled it out and sent it back. A provisionary credit was credited to my account about 10 days later with a letter for each individual amount stating it was a provisionary credit. They were still investigating and after 3 months if they found fraudulent purchases the money they credited would remain permanent. In the meantime we had to put freezes on both my and my husbands credit because we did n't know how far it had gone. They did get my email.I did try several times to put in more claims through customer service but was accidentally disconnected several times. I did n't want to put in any more claims until I new for sure they were going to remain permanent because of the XXXX toll it was taking on me. XX/XX/XXXX I received individual letters for each individual amount stating that the investigation was complete and the credits would remain permanent. May I add that during this time I would call Customer Service making them aware that there was additional claims to be put in still. 
Immediately following the XX/XX/XXXX decision I started putting in more claims. I was aware that it was after the 60 days but these were not your normal circumstances. I received the affidavit filled it out sent it back but that was as far as it went. A month went by and I heard nothing. How can they just not respond? As I am still waiting on a response I get a phone call XXXX. My file was sent to her and she just wanted the backstory of everything. So I gave it to her. She assured me XXXX times she was going to do everything she could for me. Not to worry. All of the additional claims were going to go through her at this point. Im thinking great i do n't have to deal with customer service being rude or hanging up on me or asking me questions which is not there job. This will all be over soon I will get my money back and can put this behind me. Reminding you that I am on XXXX. as of now I have been XXXX my body aches all day long and I ca n't sleep. The worst thing I can do is add stress to my life. Instantly I have XXXX. It takes me 4 weeks to get ahold of this women again. I think I am supposed to put the claims in through her. I finally reach her she says oh no thats my fault all claims still need to initially be put in through customer service. I just wasted XXXX more weeks. I faxed her paperwork straight from the bank. She lost it. Had to do it again. Finally I get a letter in XXXX about those claims that was dated XX/XX/XXXX that they were denied because it was passed 60 days. Then theeir is another claim she just completely ignored. I would call her leave messages sometimes 6 a day. Never got a call back. She never worked on my file. The latest thing to happen was the last set of claims was put back in my account end of XXXX. XXXX. Then it was taken out without notice on XX/XX/XXXX. I was blindsided.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed