Consumer complaint received 2022-06-21
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: SANTANDER BANK, NATIONAL ASSOCIATION (MA)

This is my formal complaint against Santander Bank employees of the XXXXXXXX MA  branch located at XXXX XXXX XXXX and the XXXXXXXX MA  branch located at XXXX XXXX XXXX. On two separate occasions I experienced differential treatment that I believe was racially motivated. During both visits I left the branches feeling demeaned, angry and as though I was being discriminated against, because of the employees own assumptions of me based on my race. I was treated as though I was a theft with regards to an account that I have joint ownership to and legal rights to. As a joint owner to the account in question I followed all the necessary protocol to gain access to the said account. On both occasions I provided two legal forms of identification ; in addition the ability to confirm all information pertaining to the account. However none of this was sufficient enough for these branches on the following dates of services. Please note that I have conducted the same exact transactions on my joint checking account at multiple Santander branches ( XXXX, XXXX, XXXX and XXXX ), on different dates and times without incident but on the following dates ; the service delivered was deplorable. 

On XX/XX/XXXX I entered the XXXX branch to conduct my routine transaction. I had a signed check made payable to the co-owner of the joint account I shared for the amount of {$1300.00}. I asked the teller to deposit {$1000.00} into our joint checking account and requested cashback of {$330.00}. I gave the teller two forms of identification : my license and passport card. The teller began to question me. 
Teller A ( T.A. ) Do you have a debit card?

Me : No T.A. Is this your account?

Me : Yes T.A. : Does this person know what you're doing? ( An odd question ) Me : Yes T.A. : Is she in the car?

Me : No T.A. : Whats your address?

Me : Its on my license that you have in front of you.

Teller A then began to consult with another teller.

T.A. : She wants to deposit and get cashback but the check is not payable to her? The second teller came to the window.

Teller B. : This is your mothers account? ( Teller B serviced me about a week prior during my very first visit to the XXXX branch in obtaining a print out of my statement. ) Me : Yes, Its a joint account that also includes my name. 
Teller B. : Well, you will have to deposit the entire check and then you will need to make a withdrawal for {$330.00}. 
Me : Why? Ive never had to do this in the past. Im not sure why the two of you are giving me a problem with this, now. I've performed this exact transaction at multiple branches without the interrogation nor have I ever had to process it with two separate transactions.

Teller B : This is a brand new policy. You can expect this line of questioning when processing this transaction, it will be processed this way going forward. Its brand new, it just started this week!

Me : Im sure thats false! Ill be sure to conduct this same transaction at another branch to verify. 
Teller B. then asked Teller A. if the account had sufficient funds available to cover the cashback amount to which she replied Yes. Teller A processed my transaction in two separate steps. A deposit for {$1300.00} and then a withdrawal for {$330.00}. I left the branch extremely upset. I knew they were lying about this brand new policy. I felt like I was being accused of stealing. I have multiple joint accounts at various banks and never had I endured this type of treatment. The purpose of adding me to the account was so that I could conduct bank business without complications. This was a complication. 
I decided to call the Santander customer service corporate number and report the service I had just experienced. I spoke with representative XXXX. I was angry, emotional and enraged by this ordeal. XXXX agreed what happened was inappropriate. She also stated that it was not common practice and is unaware of any new policy pertaining to my transaction. XXXX stated she would escalate this matter to someone at the executive office and to expect a phone call back in two to three business days. Days went by and I never received a call from anyone at the executive offices.

Thoughts of all the times I performed this same transaction and other transactions that were similar raced through my mind. I had been processing this same transaction for almost two years. Ive deposited my husband 's payroll checks and bonuses into our joint account and got cashback too without issue. How was this any different? What bank policy would have been created to impact this type of transaction? This bothered me for days. Before I knew it, a week had gone by and another check for my mother needed to be deposited again. 
On Monday XX/XX/XXXX, I made another Santander Bank run. I decided to take the same check, for the same amount and conduct the exact same transaction at the Santander Bank XXXX XXXX located XXXX XXXX XXXX. I had the signed check payable to my mother in hand for the amount of {$1300.00} with my two forms of identification : my license and passport card. I approached the teller window and informed the gentleman teller that I wanted to deposit this check and get cashback. I explained how a total of {$1000.00} was to be deposited into our joint checking and {$330.00} was to be cashback. The teller verified my identifications and account then proceeded to process my request with one swift transaction. He then asked : How would you like your cash? To which I replied Large bills, please, Thank you. No Fuss no Muss. I was pleased with the service that had transpired but was furious by the treatment I had encountered the week before with the tellers at the XXXX branch. If there was a new policy shouldn't all the branches have to follow it? I decided to approach the branch manager XXXX XXXX at XXXX and inquired about the new policy. XXXX XXXX was very kind and respectful. When asked about the policy pertaining to my transaction. He personally reviewed my transaction, then reviewed it with the teller that serviced me and reviewed it a third time with the head teller. XXXX XXXX returned to his office where I waited and stated There is no new policy pertaining to your particular transaction. Who said there was? I recapped the service I received at XXXX the week prior. XXXX XXXX informed me that a new policy was released but it did not pertain to my particular transaction. I thanked him for his assistance and left. I had gotten validation. The tellers at XXXX had treated me differently, interrogated me and made up a policy to justify their actions. I was livid! 
I was angry with the tellers of XXXX. Heated that these women felt the need to create a policy to justify their actions. Angry that my complaint was clearly being ignored by Santander executives. Since I had never received a return call back from anyone in the executive offices that XXXX informed would occur. As time passed this situation was festering. I replayed the events over and over again. The corporate office was ignoring my complaint which made matters that much worse. I couldnt bring myself to return to the XXXX branch but I did voice the mistreatment with multiple Santander employees and management at various locations. Gathering as much information about the policy such as the name of the most recent policy Third Party Endorsement policy. Verifying repeatedly if the transaction I had been conducting for almost two years applied to the policy and was told No repeatedly. I was informed later that the Third Party Endorsement policy was currently on hold. However Santander banks were still not accepting checks that fit its criteria ; in which again my transaction did not apply. It was consuming me. But after having a discussion with branch manager XXXX XXXX of XXXX he recommended I return to the XXXX branch and inform the branch manager of my experience. Id want to know and make things right. XXXX said. I Thought about it and decided that this may be something that I would have to bring myself to do in order to move forward. 
On XX/XX/XXXX I entered the XXXX Branch for the third and final time. I spoke with Branch Manager XXXX XXXX of XXXX to inform her of the service I received on XX/XX/XXXX. I recapped what transpired with the tellers at her branch during my visit XXXX asked that I wait in her office while she spoke to Teller B. As I sat in the office I could hear some of the conversation XXXX was having with Teller B.

Teller B. : Yeah she said she was going to check this. We followed the policy ; you know that Policy. Neither stated the name of the Policy but upon XXXX  return to the office she became disrespectful. 
XXXX stated I trust XXXX she has been here since Sanatander was XXXX XXXX 
Me : And weve had an account since prior to XXXX when it was XXXX XXXX 
XXXX : There was a policy but that policy has since been put on hold because of problems like this. 
Me : May I see the policy? 
XXXX : No. Its an internal document. 
Me : If you're referring to the third party endorsement policy that particular policy has nothing to do with the transaction I conducted. Ive already been informed of this by multiple branch managers and Santander employees at various locations. 
XXXX : I cant speak for them but the tellers were following the policy that is now on hold. So feel how you feel. 
As I was getting ready to respond to her she told me. 
XXXX : No, Im talking. she continued to state I recommend you get a debit card so you can avoid being questioned by our tellers. People have found new ways to make fraudulent identification and having a debit card can help with the verification.

Me : I dont want a debit card for this account nor am I required to have one. 
XXXX : Then expect to get questioned every time you bank here. 
Me : You just made this situation a lot worse by further perpetuating this lie. You and your tellers are XXXX and I will report you. She shrugged her shoulders and I stormed out of the XXXX Branch on the verge of tears again. The tellers disrespected me and now so was the manager. I was beyond enraged! 
I contacted Santander Corporate offices again to file another complaint. I spoke to representative XXXX who transferred me to XXXX Customer support manager. Reiterated the entire situation again XXXX agreed the line of verification questioning the tellers where asking was out of norm. She placed me on hold to communicate with her manager regarding the Policy. According to her manager there was a policy relating to my transaction released at the beginning of the quarter which was in XXXX of XXXX That doesnt make any sense because if there was a policy released in XXXX then multiple branches chose to ignore it since I had been conducting the very same transaction for almost two years. XXXX agreed and stated she was going to escalate this matter once again to the executive offices. That afternoon I finally received a phone call from two Santander executive personnel XXXX from the Santander executive office and XXXX XXXX district executive of the XXXX XXXX XXXX for the XXXX and XXXX area. 
I contacted XXXX first on the cell phone number he provided. Our conversation was brief. Again I recapped all the events that transpired at the XXXX branch on XX/XX/XXXX and the disrespectful discussion that I had with Branch Manager XXXX XXXX. He saw no fault with how the tellers handled my transaction. He informed me that asking for your mothers whereabouts was a necessity because then the transaction could be completed to her specification. XXXX went on to say that there was a policy and the policy was put on hold. I informed him that I was aware of the Third party endorsement policy Im also aware that the said policy is on hold and that the third party endorsement policy has nothing to do with the transaction I performed. I then stated It was clear you're not trying to resolve this matter and just further perpetuating the same false information that XXXX is. I disconnected the call. 
I then returned XXXX call from the executive offices of Santandar and again I reiterated the entire event from XX/XX/XXXX to my discussion with XXXX and my phone call with XXXX. I informed XXXX that these employees where clearly discriminating against me and they were racially profiling. They were using a policy that had nothing to do with my transaction to justify their behavior. XXXX stated repeatedly that he was an Advocate for me. XXXX communicated that he recognized the differently treatment of XXXX and " would advocate for me. I dont like anything youre telling me. This is not how customers are to be treated. '' Thank you for sharing your experience so we can prevent this from happening to anyone else ; in the future. Its ridiculous that they're telling you how to bank. If you don't want a debit card you're not required to have one. Its wrong that theyre using the endorsement policy as their excuse. That policy has no bearing and I will have a talk with XXXX. I'm so sorry for your experience. I hope you can get past this. Let me investigate this matter further, gather everything I need to move forward and get back to you. Im here to advocate for you. 
As many times as Ive been in this type of scenario and heard all this before pertaining to similar XXXX circumstances. Deep down I knew XXXX was someone who was just letting me rant, he wasnt going to do anything, and I would most likely never hear from him again. But I was hopeful that XXXX was who he said he was, someone who was going to advocate for me but as time passed it was clear that XXXX nor anyone else from the Santander executive offices was never going to get back to me. 
On XX/XX/XXXX I entered the Santander Bank XXXX branch located at XXXX XXXX XXXX. I just needed a print out of my most recent statement. I put on my two surgical masks in preparation to enter the XXXX branch as I've done time and time before when entering any establishment since the start of the pandemic. Upon entry Sr. Specialist Relationship Banker XXXX XXXX offered to assist me. I provided her with two forms of identification ; my license and credit card. 
Me : I just need a print out of my most recent statement for the joint checking account. 
XXXX : Okay. Whats your telephone number? 
Me : XXXX XXXX She imputed my number into her system. Her next request was a shock! 
XXXX : Remove your mask. 
Me : What? No! 
XXXX : Why not? 
Me : XXXX! 
XXXX : I cant compare your face to your I.D . I need to see your face before I can give you the statement. Go stand over there. ( as she pointed to a corner ) I didnt have time for this. I needed to pick up my children. This was supposed to be a quick, easy stop. As I walked to the corner a wide range of emotions flooded me. Desperation, I needed this statement today. Fear of exposure. Confusion why was she doing this to me? I never had to remove my mask before at any of the other branches. I wasnt asking for cash. Even when I did receive cash from Santander I had my masks on. I just needed my statement! I just needed my statement! I was so angry this was happening again at Santander Bank. I absolutely hated this XXXX bank! Finally submission, I was running late and my babies were waiting for me to pick them up. Reluctantly I complied with her request. I was furious! Furious at her, furious at me, furious at XXXX and Santander executives who had an opportunity to stop employees from XXXX profiling. 
XXXX : Okay, Its for your protection, to protect your information. 
Me : You do this to all your customers? 
XXXX : What is that? ( in a clipped tone ) I only do it to people I dont know. She goes on to say In airports when you fly internationally you're required to remove your mask. Its for your protection. 
My protection! I was out of time, patience and restraint to have a back and forth with this ignorant woman regarding her statements and actions. The protection of my health, my children 's health is not a factor for her .Last I checked, Santander Bank is not an airport. The fact that Ive avoided traveling due to COVID-19 makes her statement ridiculous. Never during the start of the pandemic has any place of business deliberately jeopardized my health, my family 's health or the health of others by requiring the removal of facial covering that offers some protection against the deadly virus impacting our world today! 
And, What absolutely enraged me is that when I surveyed my surroundings I see a XXXX woman at the teller window receiving cash while wearing a blue surgical mask. The XXXX  man behind me with the XXXX XXXX mask on and neither were being forced to remove their facial coverings. However I request my statement and I have to endure an extra form of security check putting me and my family in danger. Where was my protection in that aspect? Why are they protected but not I? 
When customers conduct telephone banking a rigorous amount of questions are asked to verify account ownership without requiring facial recognition. As a Senior Specialist Relationship Banker XXXX is aware of these additional methods that dont require me removing my mask. Furthermore, Santander Bank has over 102 million customers and over 14,000 branches globally. Is it her intent to get personally acquainted with each and every customer individually world wide. As stated I have been to this branch on a number of occasions and multiple other branches for various purposes while wearing facial coverings and never once during the pandemic was I ever asked or required to remove my mask. Once XXXX handed me my documents I stormed out of the bank without a word. She made sure to make me aware that she didnt care about my reaction by stating snidely Your welcome! Once again a Santander employee felt it acceptable to disrespect and racially profile me. 
Approximately 45 minutes later I was available to call Santander Bank XXXX. I requested to speak to the branch manager. XXXX XXXX answered the call and I informed him of what transpired during my visit to the branch with XXXX. I was livid and I'm sure XXXX heard it in my voice. XXXX apologized. 
XXXX : You can blame me. Ill take the blame. 
Me : Blame you for what? Why would you take the blame for what she did? Are you listening to what Im saying? She refused to give me my statement until I removed my mask! We've spoken before. I told you about the situation that happened to me at the XXXX branch and it was you who recommended I go back and speak to the branch manager. That if it were your employee youd hold them accountable. Im telling you what your employee did ; hold her accountable! If you're not going to discipline her then get your manager. 
XXXX : I understand XXXX shouldnt have done that. l can have XXXX XXXX give you a call shes my boss. Shes very nice and takes customer complaints very seriously. Let me put you on hold while I talk to XXXX. 
Literally, seconds later ( Not enough time passed for a talk ) XXXX  is on the line Hello. I'm so sorry. I feel sick after how I treated you. I didnt mean to upset you. Im on your side. 
What just happened? XXXX was supposed to be talking to her. Why was she now on my phone! What is wrong with the leadership at Santander Bank? Shes on my side! At this point Im beyond furious!! 
Me : You're not on my side. Why are you on my phone? I called to speak to your boss? 
XXXX : I just have to make sure I do my job were constantly monitored. You understand! We are on camera. Im on your side. Everyday I leave work scared Im going to bring the virus home to my mother. Policy keeps me from wearing a mask. 
Me : You're a Liar! Theres no policy for that. Policy does not prohibit you from wearing a mask at work. Ive seen multiple employees at various Santander locations wearing masks. You're a liar!

D. : Oh no! You misunderstand that I'm unable to wear a mask because it is uncomfortable. I sit in the office all day. It's hard to breathe with it but policy states that I should ask customers to remove their mask to verify them. Especially since you dont have a Santander Card Me : I DIDNT MISUNDERSTAND ANYTHING! YOU'RE SAYING IT! YOU'RE A LIAR!!! IM TIRED OF YOU GUYS MAKING UP POLICIES WHEN YOU GET REPORTED FOR YOUR XXXX ANTICS!!! PUT XXXX BACK ON THE PHONE LET HIM TELL ME THERES A POLICY STATING THAT!!! 
D. : No! NO! NO! YOU DONT UNDERSTAND IM ON YOUR SIDE! 
Me : LIAR! AGAIN WITH THE SANTANDER CARD! AGAIN WITH THE PROFILING! GET OFF MY PHONE! 
This was going nowhere.What possessed XXXX to put her on the phone. When Im discussing it with you. This is accepting accountability or disciplining XXXX. I was done! 

***Please note I verified with multiple Santander branches if there in fact was a mask policy in which customers could be asked to remove their mask for verification? Or if it was against policy for Santander employees to wear facial coverings themselves? The repeated response I received was No! *** As of today XX/XX/XXXX I still have yet to hear back from XXXX, XXXX XXXX or XXXX XXXX. It is evident that Santander Bank employees, managers and executives do nothing to ensure the fair treatment of their minority customers. Minority customers are expected to simply accept the inequality in the services delivered by Santander staff. Should resistance arise then the common practice is to deflect or fabricate policies. Rather than rectifying the problems Santander Bank allows these issues to escalate leading to worse outcomes. In a month 's time I had two to three incidents with two different Santander Bank branches. Whats next? Santander 's lack to properly address the first incident, and ensure that the same equal treatment be delivered throughout all its branches to all customers regardless of race opens the door for more problems towards minority customers. 
I find myself limited to a select few branches where the staff knows me and I them, but what happens if I need to access my account and a turnover in staff occurs. Or if Im in another city/ town i.e. XXXX, MA, or out of State in New York or out of the Country in the XXXX XXXX am I to anticipate the worst and hope for my freedom and life. Regardless of the population surrounding the branches the diversity within the branch or lack thereof is evident. The XXXX and XXXX branch has more diversity compared to that of XXXX and XXXX. The XXXX branch has an XXXX teller, XXXX  XXXX  teller and XXXX head teller with three XXXX  staff members. During my visit to the XXXX branch I saw a XXXX teller, ( I believe I dont like to speculate ) a XXXX  teller, XXXX ( I believe ) XXXX XXXXXXXX branch manager and a XXXX representative. XXXX upon all three of my visits Ive seen four employees all XXXX. XXXX upon my visit on XX/XX/XXXX had a total of three employees at my time of visit ; all XXXX At a later date I saw the branch manager XXXX for the first time who may be of XXXX XXXX XXXX  ( again unsure I dont like to speculate ) but as many times as Ive been to the XXXX branch Ive never seen him before and he was not present during my visit on XX/XX/XXXX. I believe he is a fairly new employee. This is the branch that is closest to my residence.The service delivered by XXXX and XXXX staff demonstrated equality unlike that of XXXX and XXXX. 
Having a Santander account I should be able to have the same access to the said account regardless of branch staff personal assumptions and location. If I can validate my ownership then hassle should be non-existent. There is an appropriate approach to protecting my account and ensuring I walk out of a Santander Branch with my dignity ; its Equality. 


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