Consumer complaint received 2018-02-19
Company: SANTANDER BANK, NATIONAL ASSOCIATION
State: MA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On or about XX/XX/XXXX I made a check out to my city from my checking account with Santander bank. I then went to XXXX to my daughters trustee acct to get the balance of the funds the check was made for. A total of {$360.00} cash. I left XXXX on XXXX XXXX XXXX in XXXX and headed directly to the Santander ATM on XXXX XXXX. Which is behind the XXXX XXXX entrance of the Santander branch. I drove up to the ATM and started the ATM transaction with my bank card to make the cash deposit of the {$360.00} Went through the steps on the screen, counted out the bills to make sure there were not more than the note on the ATM said it could accept at one time. And put he money into the " slot '' when the door opened to accept the cash. After a few moments the screen came up with the message that the ATM could not perform the requested transaction at that time. It kicked back my card, but did not process a receipt, or push any of the cash deposit of {$360.00} back to me. Since there was no one behind me, I waited for a few moments to see if the screen changed. It did not. So I pulled my car to a parking space, and walked across the street and up the 2 flights of stairs to the main lobby of the branch. I was directed to speak with a CSR. And was nearly in tears since I have written a check of over one thousand dollars earlier that morning, and did not have access to more cash to deposit to cover that amount. And the ATM had taken my deposit with no receipt. I sat and began the claims process and was told i would be provisional credit while they did the research. Original Claim # XXXX I received the provisional credit to my account, and the check I had written was cleared within the next few business days. 
On or about XX/XX/XXXX I opened my online banking account with Santander Bank to find they had withdrawn the provisional credit of {$360.00} and therefore overdrawn my checking account. I immediately went, again to XXXX to withdraw funds to cover the over drawn amount. This time however I went directly to a teller to make the deposit. XXXX me once, and all that. I made the deposit. Then went to speak with the CSR that I had made the original claim with. She advised me to contact the claims dept, and provided an *incorrect* number. I then spoke with phone rep that told me to wait til I got the form letter, and then reopen the claim. 

I received the form letter, of the withdrawal of the provisional credit. And called the number to reopen the claim.. and to request any documents they had on the claim. I was told by a claims rep that there were " No Documents '' that I could have. And that their review of my claim had shown that I had not been at that ATM - location number XXXX on that day to make a cash deposit of any amount. However she did reopen the claim. New claim # XXXX Opened on Friday, XX/XX/XXXX While I dont find it odd that they no longer have a video/picture record of my being there, since it was over a month ago that I attempted to make the initial deposit of the {$360.00} cash. I do find it odd, disturbing and perhaps even illegal. That they have no electronic record of my ATM bank card being inserted into the machine. With my pin having been entered. And the transaction for a CASH DEPOSIT having been started. Also that the ATM was not " over '' by the {$360.00} when the ATM was cleared/ serviced. Unless of course the ATM came back on line later that morning and some lucky person got an additional {$360.00} However. I am on a limited income. Being on XXXX.  {$360.00} is not small change for myself or my family. I have been a customer of Santander Bank for at least 15 years. And feel that I am being disrespected and called a liar. Which I am not. I worked for XXXX XXXX XXXX, and also the short run of time XXXX. I know how people would attempt fraud on accounts. And the consequences.And I am not that person. I accept when I am wrong. But I am not in this case. I would like help in getting Santander Bank to give me back my initial deposit of the {$360.00} cash. That way I can *hopefully* easily close this account. And move my business to XXXX in full. 

As I currently do not have a copy of the receipt from the XXXX cash withdrawal, I can not attach that. Silly me I dont usually keep my bank receipts. Taught me a lesson. But I can get a copy of the withdrawal on Tuesday XX/XX/XXXX and provide that Thank you

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