Consumer complaint received 2021-12-22
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: SANTANDER BANK, NATIONAL ASSOCIATION (PA)

Complaint:
In XX/XX/2021 I opened an account with Santander Bank at one of their branch locations in XXXX, XXXX. I sat with one of their associates who walked me through the process, then I had to watch a short video to see what kind of checking account I would like to open. The video should two options and one of them mentioned that your debit card will never be declined and if the funds aren't available you'll be charged a {$35.00} fee. Before I made a selection I had a few questions for the associate because I wanted a clear understanding of this program. I was completely honest with the person and stated I'm not good at managing my funds especially because I just accepted a position that pays a lot less than what I'm accustomed. I asked was there a maximum limit for this program? Meaning will everything truly be approved even if my account is negative XXXX XXXX with having direct deposits set up coming from my employer bi-weekly? Or if the privilege is being used excessively will my card be declined? I was advised that No because the program states that your card will never decline and I would just have to repay the fees and cost of the item purchased. I selected that option and set up the account. 
Over the next few months I started to notice that the fees seemed a bit high in total, however since I'm not the best at managing my funds I didn't ask the bank about it. Then I started noticing that the bank will limit the amount I can purchase with my card if the account is in the negative. For example if I tried to complete a transaction in the amount of {$80.00} it would be declined, however if I made 4 transactions {$20.00} each they would be approved and I would be charged a fee for each {$20.00} transaction. Within the past two weeks including today my card declines every time I attempt to use it. 
This made me call their customer service department on XX/XX/2021. I was spoken to poorly by the representative on the phone, so I requested for a supervisor who informed me that 3 transactions per day should always be approved whether I have the funds available or not. He didn't understand why all of them are being declined and placed me on hold for a long time to research. When he came back on the line he didn't have a resolution and needed more time. I asked if he could call me back because I was at wok. The supervisor agreed and I provided him with the best phone number/email to reach me and was advised he would get back to me by end of business that day. Today is XX/XX/2021 and I have not received a return call or email from anyone at Santander. 
This is a extreme inconvenience because I drive XXXX on the side to supplement my income and was attempting to get my account out of the negative and do the rest of my Christmas shopping. I haven't been able to do either because my card has no been approved for any transaction I've attempted. I believe that I'm being charged a lot more in fees than I am suppose to occur to my understanding and need clarity, and a review of my account to ensure the fee amounts are accurate. I am not able to do anything that I need some kind of money to participate and getting back and forth to work has been very difficult. I just want them to make this write because this program is quite deceiving because they market that your debit card will never be declined without any stipulations. It seems like they are falsely advertising this program to entice more people to enroll and gain additional fees from the consumer. I am really beginning to believe this because no one has followed up with me and majority people in my area that bank with this company are from other countries and don't complain or just accept the banks explanation.

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