Consumer complaint received 2020-05-20
Company: SANTANDER BANK, NATIONAL ASSOCIATION
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Can't stop withdrawals from your account

Complaint:
Hello, my name is XXXX XXXX, and there are several reasons as to why I am filing a complaint. First of all I am filing against a company called XXXX XXXX and they supposedly sell silicone baby dolls. However they are scam artists! When I first logged onto the XXXX to order one of these lifelike babies for my daughter, we had found the perfect one. Needless to say, when the order was placed, a picture of a different baby appeared. So right after, my daughter and I noticed this, and attempted to cancel the order. On the website it says to contact the email provided to cancel any orders before they are shipped. I was unable to do so, because not one, but two emails came back saying unknown user. There was no additional contact information, such as a contact number or a valid email address, so I could not cancel my order! I dug a little deeper because something did not seem right, and I came across a list on XXXX, naming all of the scam websites, and XXXX was one of them. There were not many reviews on the website either, then I tried to post comments warning people to stay clear of this scam and for some reason, my comments were not posted, because I wrote negative comments. As if that was not shady enough, I looked on my bank statement and the company name was different than on the initial order. Instead, of saying XXXX, it said XXXX. In addition, the address given on XXXXn website says the address is in California, but the bank statement says XXXX XXXX! I have screenshots to prove all of this! I contacted my bank right away, and told them everything, .and that I needed them to stop the order! It had not been processed yet, and was still pending, and I told them since I was unable to even cancel the order, I needed this payment stopped. They said there was nothing I could do, but file a dispute. That is what I did. I talked to two customers service agents, and they both told me I would get my money refunded within 7-10 business days. I received a letter XX/XX/20 stating my dispute was denied! Again, my bank put the XXXX to me! This is not the first time this has happened. Your agency helped me before when I had money taken from my account unauthorized. I had it back within 2 days! The order was placed on XX/XX/20 so I am not understanding why the letter from the bank says XX/XX/20 at one part on the letter. I also have a screenshot of that as well. In addition, the company took an unauthorized XXXX out of my account in addition to the price of the doll. There was no reason as to why this was taken from my account,, however, the bank told me there was no need to cancel my debit card, that nothing like that would happen! Yeah right! I am filing this complaint against the company I ordered the doll from, which is a scam site, and also my bank which is Santander! I also paid for expedited shipping and paid extra, and the order said standard shipping. None of this adds up, and for my bank to agree with me, that this sounds fishy and appears to be a scam, tell me I will get my money back, and I get nothing is ridiculous! I deserve my money back! The fact alone that I tried to cancel the order right away, but yet the contact info was not legit, is grounds alone for a refund! There are some comments I did happen to find that said the same thing, that when they sent e-mails, its said unknown user. I have several screenshots to upload as proof to back up my complaint. Thank you for your time.

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