Consumer complaint received 2020-01-22
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: SANTANDER BANK, NATIONAL ASSOCIATION (PA)

Complaint:
To whom it may concern, Several months ago, money was taken from my checking account, and was UNAUTHORIZED. I had received an e mail stating that my purchase was completed by XXXX XXXX. Keep in mind, I had not been living in the previous residence for at least 3 months or so. The exact date of the withdrawal was made on XX/XX/2019, and was for XXXX dollars! Finding this extremely fishy, I took note on the email it had said that I AUTHORIZED AUTO PAY, WHICH I NEVER DO! I have dealt with Auto pay before with some companies, and for some reason, my bank account always comes up overdrawn, at the hands of others incompetence. Still very confused, I had called my bank filed a dispute, and immediately was told to proceed to file a dispute in person at my bank, which is SANTANDER BANK in XXXX, PA. I explained the situation, that there was email sent to me stating I authorized auto pay and also that I gave permission for funds to be taken from my account, which I never did. I am not sure to this day, if someone may of hacked my account, however I do know, when I logged back into the email, it was mysteriously gone! I am very organized and check my bank accounts at all times, for fraudulent activity or to make sure items I have purchased could not possibly overdraw my account. Having said that, I proceeded with my dispute, and the bank agreed with me 100 % that this was in fact fraud! I contacted XXXX  and they would not refund my money, but could not give me an accurate reason as to why money was just " all of the sudden '' withdrawn from my checking account, after several months of me not even having cable w/XXXX  due to several complaints regarding why I NO LONGER WISHED TO DO BUSINESS WITH THEM ANY LONGER and also the more logical reasoning as to why they would bill me after me not even residing at that residence for several months! Needless to say, after SANTANDER, pretty much assured me the issue would be resolved and that the actual transaction was fraudulent, that I would be receiving my money back. This did not happen. I had tried to locate other companies ( I am not sure off hand, the names of those companies ) however, only one responded back, and that is still an ongoing game of cat and mouse. I only came across this website, when I literally looked on my bank statement and noticed another pending {$150.00} from my current car insurance company, stating I enrolled in auto pay. As I stated before, I never enroll in auto pay! I have had this insurance for awhile now, and have always just maintained comfortability paying online at my convenience, as opposed to having money just withdrawn from my account every month. I am going to contact my bank first thing this morning, however, I do feel as if I will get the same results as the last time. Had I stumbled across this site sooner, I would not of wasted time contacting others thinking they could help, when they did nothing to even attempt to better the situation. I am a single mother, struggling through school, full time, so I can graduate faster! I am living off of student loans ( which obviously have to be paid back ) and I do get help from the assistance office with food and medical assistance as well, however, I CAN NOT AFFORD to keep having these issues occur, and nothing is done about it! I feel XXXX XXXX  is nothing more, than a company of shady thieves, and that SANTANDER BANK DOES NOT CARE AT ALL ABOUT THEIR CUSTOMERS AND THEIR WELLBEING FINANCIALLY!! In conclusion, I would like to state that I have had this happen before, with another bank, but the outcome was positive. My money was returned within a few business days due to fraudulent activity within my checking account. I have heard many people complain about Santander Bank and the way they treat their customers, especially when It pertains to refunding fraudulent withdrawals. 
Please, If you could help me and let me know what other steps to possibly take. If I do not receive the money back that is being taken from my account this time around, now again, I am taking my business elsewhere and will be sure to notify the authorities, however it is not a guarantee, I will see my money back either regarding the police either. If you could kindly respond, I would greatly appreciate it. My email is XXXX or via phone @ XXXX. 
Thank you, Regards, XXXX XXXX XXXX

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