Consumer complaint received 2025-06-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: SANTANDER HOLDINGS USA, INC.
State: PA

Complaint narrative:
On XXXX XXXX XXXX  my card was charged 3 times for a total amount of {$200.00}. I was furious because I didnt know what for so I reached out to my bank disputing the transaction. I had no idea who would do this to me. I looked up the facility to find that it is a hair salon so I called and asked the owner XXXX if she by chance had the person on camera or name and she informed me the person didnt show up and she would refund me the money. 

Weeks went by and no refund so I reached back out to my bank to follow up on the dispute. I received temporary credit just to have my temporary credit provoked. My bank institution informed me that they went in the favor of the merchant that the merchant provided evidence that Im responsible. I was devastated because how can the merchant provide evidence that doesnt exist unless its falsified evidence because I have never and will never go to XXXX to get my hair done. I disputed it again and received correction credit just to have the correction credit taken away on XXXX XXXX XXXX 

I called Santander Bank and was told my evidence is inconsistent and that the merchant documents are concrete. How is that possible I asked when I know Im innocent. They informed me I will receive the evidence in mail in 1 to 3 business days. Just to rewind a little bit on what took place with XXXX XXXX XXXX. I honestly didnt know who used my card or I would not have reached out to the salon to find out who did. XXXX started stalking me from different numbers when I received the temporary credit from different XXXX voice numbers so finally I answered and she was informed that the call was being monitored. 

She finally told me the person name that booked the appointment and I was shocked and disappointed but I denied that I knew the person because I was ashamed and didnt want her to know who the person is to me especially since the person is a minor. The person name she gave is my minor daughters name. I was furious and went to police station and filed police report which I have proof of. My daughter admitted to making the appointment but claimed she didnt mean to use my card that she thought it was her card because I have a debit card for her with her own money in it. 

I explained this to police and my bank that it was an accident on my daughters behalf but I should not be responsible for something a minor did while I was most likely sleeping with my baby. My daughter canceled the appointment she said yet the salon still charged her {$200.00} for cancellation. This is so wrong and I wouldnt go through all of this just for {$200.00} if I actually booked the service myself but the fact the merchant is lying on me just to keep money she didnt earn is why i am going to go beyond and above to see that she is handed consequences for false documents. 

The day of the appointment XXXX XXXX XXXX I was in hospital for hours and have proof of that so why would I book an appointment on XXXX XXXX then go into hospital the next day. More importantly I would have just rescheduled the appointment if I could not make it but why would I reschedule something I dont even know about? It hurts that I know Im innocent and that a bank can accept false paperwork from a merchant without looking further into it to see if the documents are authentic or not. 

If someone said you made a purchase at their business but you know you didnt yet the merchant has proof you did but you know that its impossible because you never did then wouldnt that mean whatever proof this merchant has is falsified? I pray people like this get exposed and never have successful business. What makes things even worse is XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  so why would I ever hire someone to do something I can pay my own staff to do. 

In addition, I dont believe in wearing hair extensions and the appointment was for hair extensions. I have tons of proof I dont wear hair extensions. Most of us XXXX dont believe in fake hair and its against XXXX to wear fake hair, nails, makeup and etc. I will spend thousands if I have to just to expose XXXX XXXX XXXX and Santander for this fraudulent act. 

I should not have to do this to prove myself ; however, I have also attached personal emails with me and speaking with government officials in regards to the Mayor attending my event and having him cut the ribbon on my XXXX XXXX in XXXX Pennsylvania. You think if i was the type to go around buy stuff then asking for money back that the Mayor and XXXX folks would deal with me? Im around cops all day and everyday so they know who I am. 

We must do better and get these frauds and scammers out of our country and communities. 

FYI : Please look at the photo of the email the appointment confirmation is sent to. Why on heavens earth would I use a minors child email to sign up for a hair appointment when Im a XXXX XXXX myself that has XXXX XXXX with my own email? Lets say I made the appointment for my daughter which I did not but pretend I did, why would they be sending her confirmation emails and not me? I would never be that immature to use my childs email for a correspondence from a business when I am an adult and a successful business owner at that. 


XXXX can fool Santander with her false documents but you wont fool experts and the judge. 


Not only am I XXXX XXXX XXXX XXXX XXXX XXXX XXXX and it hurts to know people like XXXX lives amongst our youth to take advantage of them by charging them fees they cant afford when she delivered no service to them. {$200.00} for a cancellation? For hair extensions. Thats ridiculous. Most stylist will charge only a small deposit fee. How can my bank allows her to get away with that much money when no service was rendered? 


If you look at my photos, you will see I am XXXX and dont believe in wearing hair extensions and I keep my hair covered and would never go into such a place like that. I have standards and with due respect the name XXXX XXXX sounds very hoodish/ghetto. I surround myself with people of high intelligence and magnitude for goodness sake. 

Not belittling her or people that choose to live that way but I choose not to live that way nor have a business with a name that screams I am a XXXX XXXXXXXX XXXX woman. I choose to have a business name that attracts all race with due respect. Not to side track but we dont need dishonest people like XXXX in our industry nor communities. More importantly we dont need banks like Santander that accepts documents that are falsified. I even uploaded my daughters yearbook pic and graduation that just took place and now shes in the XXXX. 


My daughter has never stole from me and I believe her when she says it was an accident that she used the wrong card. I also have proof that I have a debit card with my name on it but its her account so she didnt know that it was my personal card vs her card. I am too old with a now military daughter to be going back and forth over money I know I didnt authorize.

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 monetary relief