Consumer complaint received 2020-10-05
Company: SANTANDER BANK, NATIONAL ASSOCIATION
State: NJ
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/2020 I discovered that I became a victim of identity theft. I do not know how a fraudster obtained my personal information and gained access to my account at Santander Bank. My personal information was used to transfer money from my Santander Savings account ( fraudulently, without my authorization ) and then used to open various accounts at XXXX XXXX, XXXX XXXX  and XXXX XXXX XXXX XXXX. On XX/XX/2020 two unauthorized transfers were made out of my account with Santander Bank in the amount of {$2000.00} and {$750.00} ( total of {$2700.00} ). 
Upon the discovery of identity theft I went to the local Police department to file a police report and notified all banks involved. I also filed an Identity Theft Report with with the Federal Trade Commission. I then proceeded to personally contact all financial institutions involved ( Santander, XXXX, XXXX and XXXX XXXX XXXX ) and credit bureaus. I started working with XXXX XXXX XXXX to help me manage the information needed by all institutions to remediate the damages caused by identity theft and related fraudulent activities. XXXX, XXXX and XXXX XXXX XXXX all confirmed, either in writing or verbally, that the accounts at the banks were opened fraudulently, without my authorization, and closed them down. 
I forwarded all documentation I gathered to Santander Bank asking for reimbursement of the stolen funds since the transfers out of my account were fraudulent and initiated without my authorization ( two transfers in the amount of {$2000.00} and {$750.00}, total of {$2700.00} ). I worked with a representative from XXXX XXXX XXXX, XXXX XXXX, and followed all directions from him. I set him all relevant information substantiating details of fraud and identity theft including the Police Report, Federal Trade Commission Identity Theft Report, details of transfers and activities from the banks involved and Credit Bureaus, and confirmations of fraudulent activity from banks, when received in writing. As directed by Mr. XXXX, I filed claims with the ACH department for both unauthorized, fraudulent transfers. The claims were denied referencing that no error occurred and that transfers to XXXX XXXX accounts were valid - the letters reference dates, account details and IP address. Please note that the transfers were made to the accounts that were fraudulently opened using my stolen identity. I have a letter from XXXX confirming that the accounts were opened fraudulently. I provided that same letter to Santander Bank. Furthermore, the IP address referenced on the claim rejection letter does not match any of the IP addresses from the devices I use ( laptop, XXXX or phone ). When i learned about the claim rejection, I called the ACH department customer services, I was told to file the claims again since the ACH department and Fraud Department at Santander Bank do not talk to one another. The claims were again denied. I also contacted the Fraud Department at Santander Bank but was told that they can not discuss any details of my claim because they can not verify my identity and that I have to go to a branch - during the pandemic I find it nearly impossible since very few branches, if any, are open in NJ. I contacted the bank representative again, Mr XXXX, who told me that Santander Bank filed a claim against XXXX. Being a victim of identity theft and fraud, I should not be waiting this long to get reimbursed and be involved in interactions between banks. I ask only to get my money back ( {$2700.00} and any other funds remaining in my bank accounts with Santander ) so that I can close the accounts down and end my banking relationship with Santander Bank, based on my clearly negative experience.

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