Consumer complaint received 2024-09-20 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Overcharged for something you did purchase with the card
Company: SANTANDER HOLDINGS USA, INC.
State: PA

Complaint narrative:
wrote : Dear XXXX XXXX XXXX, I hope this message finds you well. I am writing to formally express my deep concern and frustration regarding a fraud incident involving my account, which resulted in the theft of {$3900.00}. Despite multiple attempts to seek assistance from Santanders fraud department, I have received little to no help, leaving me in extreme financial and emotional distress. 

Since XXXX, I have taken all necessary steps to report the fraud, including filing a police report and submitting a formal complaint to the FBI ( attached ). Additionally, I visited my local branch on XX/XX/year> to speak with a manager, and we contacted the fraud department together. Despite these efforts, the fraud department rejected the submission of my FBI documents and even declined to speak with me directly. This lack of cooperation has been extremely frustrating and unhelpful. 

The handling of my initial claim from XX/XX/year> was deeply concerning. The amounts reported were incorrect, suggesting that no proper investigation was ever conducted. After having to wait for a second claim to be investigated on XX/XX/year>, I was told I would receive a call from a manager on the following XXXX. However, as of today, XX/XX/year>, I have yet to receive any correspondence. Additionally, it is alarming that the fraud department still does not have the FBI complaint documents, which explain the situation in great detail, despite my numerous follow-ups. 

I want to emphasize that the individuals who scammed me were not affiliated with XXXX XXXX but merely used it as a vehicle to carry out the fraud. However, Santander 's fraud department continues to refer me back to XXXX XXXX, even though the issue clearly extends beyond their platform. I initially reached out to them when the fraud first occurred, but my claim was denied and they directed me back to my financial institution, creating a frustrating and unproductive cycle. Your team has even stated that they needed approval from XXXX XXXX before processing the refund, which seems illogical as my claim was denied without even contacting them nor myself. 

As a business and property owner, this financial setback has had a devastating impact on my financial stability. I have been a loyal customer of Santander for over ten years, and it is disheartening to experience such a lack of support during a time of crisis. 

I kindly request immediate assistance in resolving this matter. It is imperative that the fraud department takes this case seriously and conducts a thorough investigation. Your prompt attention to this matter would be greatly appreciated, as this situation continues to cause significant distress. 

Thank you for your time and consideration. I look forward to your response and hope for a swift resolution. 

Sincerely, XXXX XXXX XXXX Account # : XXXX Direct Phone : ( XXXX ) XXXX Email Address : XXXX Attachments : FBI Complaint

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