Consumer complaint received 2018-05-30
Company: SANTANDER BANK, NATIONAL ASSOCIATION
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
I on XX/XX/XXXX I deposited a {$30.00} check from my client into the Santander XXXX branch ATM. The check was scanned incorrectly as {$130.00}. I called Santander customer service to have {$100.00} deposited back into my client 's bank account at XXXX and the rep said she wa putting in a claim for {$100.00} to be transferred back to my clients account. She gave me a reference number, which I currently don't have with me. I did not get her name or ID number. She told me to call back in the following day or two, after the deposit left the pending status. I called back 2 Days Later and nothing had been done with the claim at that point. My client had still not received her money. I called again on XX/XX/XXXX and spoke with an alleged supervisor, who said the claim was incorrectly encoded. He then said he would fix the error and gave me a reference number of XXXX for the corrected claim. Since it had already been one week, he said he would email the person who does the adjustments, requesting he or she expedite the claim as quickly as possible. I called again on XX/XX/XXXX and a rep said the supervisor that I spoke with did not notate our conversation or a reference number on their computer system. I found that very unsettling and the rep did not understand either. At this point, nothing had been done because I have been in contact with my client throughout this process. She said she never received the money in her account. I continue to make many more phone calls for updates, especially after discovering that on XX/XX/XXXX, {$100.00} was deducted as a debit adjustment from my checking account. However, it never went into my clients account at XXXX. I got my XXXX Santander XXXX involved. XXXX, the branch manager, said she would get back to me at the end of the day on XX/XX/XXXX. She did not. I called two more times that day and spoke with other employees there. Please see all phone calls made to Santander by myself on the attachments as well as the many times I spoke with XXXX mostly at Santander XXXX. I ended up cacalng XXXX at XXXX yesterday and today after XXXX said she spoke with him regarding getting the money from the federal reserve put into my clients account. He said there should be no issue and that, if Santander did everything correctly, the money would be deposited immediately into my clients account. It did not happen. She is still waiting. I then called claims at Santander corporate on XX/XX/XXXX and spoke with XXXX, ID XXXX, who said she would look into it and get back to me by the end of the day. She never got back to me. I called today, XX/XX/XXXX, and spoke with a customer service rep, who said she would get the tracing information for me which I should then give to my client to trace the whereabouts of the {$100.00}. She kept me on the phone for 25 minutes and then told me that research did not have that information and that I need to speak with claims. I originally asked to speak with claims. Her name and ID number are XXXX, ID XXXX, after I pushed her into giving me her ID number. She said they were not allowed to give it out and I told her that is the reason for the ID numbers. She said she would speak with her supervisor and put me on hold. She came back and gave me the number. I then waited for 25 minutes on hold to reach the claims department. XXXX, ID number XXXX, said he would put me on hold and make some phone calls to try and understand the situation. I already explained it and most of the notes were in the computer system. I then patiently waited until he returned and he said a tracing request form should have been completed a while ago to trace the money. He said he already completed the form and that we would wait for the info. This has been very frustrating and quite frankly, XXXX. Please refer to my attachments and you will see the many times I tried to get information on the whereabouts of the XXXX dollars. I even called the Federal Reserve today, who told me funds are immediately released from the Federal Reserve and that the money just passes through the Federal Reserve Bank before going to its destination. The customer service rep there referred me to your organization.

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