Consumer complaint received 2023-12-01
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: SANTANDER HOLDINGS USA, INC. (MA)

I attempted to revoke account authorization with XXXX XXXX for weeks in writing starting XX/XX/XXXXXXXX  on an auto draft scheduled XX/XX/XXXX. After failed attempts and complaints to CFPB and XXXX, I called Santander through mobile app to request stop payment to be placed XX/XX/XXXX XXXX for 21 minutes. I was advised stop payment was placed, XXXX XXXX had no access to anything. I confirmed even my debit card. Charge went through. I called XX/XX/XXXXXXXX  XXXX to dispute charges. I was advised no notes from previous call, no stop payment was placed or attempted. I requested call to be pulled and worked with a supervisor to cancel debit card, dispute the transaction and provide proof of revocation of account access. I was advised follow up and escalation would be had on lack of notes and stop payment not being placed. XX/XX/XXXXXXXX  Santander disputes called and leaves Voicemail from XXXX # asking I call in and provide claim number at XXXX. I return call using mobile app and am advised no one called- no notes. I work with 2 supervisors to confirm this and am told probably fraud call. I explain my concern that once already my account hasn't been noted and if I find out this has delayed my claim/dispute, I'll be upset. I'm advised if I get another call to tell the rep to note my account, and call back the mobile app and provide the information to assure no fraud. 
I get a call today, same person same number XXXX. I advise the person to note account. I call in to Santander. This was a legitimate call and notes are there. The first call I received was also from this representative as well and no notes were on the account. He was requesting information I already had provided ( proof of written revocation- submitted XX/XX/XXXXXXXX  ). 
I worked with a supervisor again today who chastised me for not taking names of the reps. 
This misinformation/lack of information and lack of noting extremely important derails on financial account/lying about dates and process has caused the following : Negative financial consequences ( unwanted charges of XXXX and XXXX to XXXX, XXXX post request for revocation and stop payment ) Inability to make good financial decisions for myself Inability to budget appropriately as information was incorrectly provided Incorrect timelines on processing provided- 1 business day told on XX/XX/XXXXXXXX  call - it takes 3 + on stop payment requests. I was advised on recorded call the request would be all set as of XX/XX/XXXX. This request was never put through and also would never have processed on XX/XX/XXXX. 
Incorrect definition of stop payment - I was advised on XX/XX/XXXXXXXX  that stop payment would still XXXX XXXX from accessing my debit card. Supervisor on XX/XX/XXXXXXXX  said that is incorrect and only merchant block will stop this. Completely fraudulent information provided. 
Delay in my ability to provide dispute/claims information- no notes on file, even after I followed every step and request in voicemail and instructions provided by all reps. 
Unnecessary worry- my account was not at risk for fraud and calls were legitimate At minimum 4+ hours of calls to Santander customer service - missed work at XXXX $ XXXX to make these calls. 
Never pulling calls - I've spoken to 4+ supervisors. All of which claimed calls would be escalated further and listened to. I dont believe anyone fulfilled that request until today when I indicated expressly I would be filing this complaint. 

Santander has a financial and legal obligation to provide accurate information to consumers. They have an obligation to accurately describe services, timelines to process services, not delay disputes, intentionally or otherwise.