Consumer complaint received 2024-02-29 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: MA

Complaint narrative:
Fraudulent transactions were made on my account XXXX through XXXX in XXXX. I had never received any text messages from the bank saying that these transactions were fraud, all the transactions totaled over {$700.00} dollars. I had made a call to the fraud department to put in a claim, they had mailed me a letter XXXX saying that they determined no error has occurred. I made a call on XXXX to ask questions, they told me the physical card//chip and pin were used out in XXXX but I had the physical card in person with me, during all these transactions I withdrew money at the XXXX, MA branch with the physical card on me, they have me on camera. On that phone call I had them put another claim in. I received a piece of mail on XXXX saying they had determined no error occurred. I called the number they had provided on the paper to ask questions, they had told me all these fraudulent transactions have been made on a mobile phone. I had gone into XXXX, MA branch on XXXX to go speak with some in person. I spoke with XXXX on XXXX, told her everything that has happened she made a phone call to someone in the fraud department to figure out what they determined and what they needed. XXXX had sent them my bank statements to prove that the physical card was used in MA, she had also filled another claim on XXXX. XXXX XXXX I had received another letter in the mail saying they had determined no error has occurred. I had gone back to the XXXX, MA branch to go speak with someone, I then spoke with XXXX the branch manager. He had helped me out reaching out to someone. I made a call to XXXX on XXXX to see if there was any updated, he wanted me to reach out to the fraud department to see what they need. I had reached out to the fraud department on XXXX and spoke to a manager XXXX XXXX branch manger out in XXXX XXXX XXXX had told me that all the fraudulent transactions were made through XXXX  XXXX. I told her I do not use//never had used XXXX XXXX she had told me that once a card is added to XXXX XXXX you would receive a email with a confirmation, I had checked my emails//texts to see if I received that confirmation and I didn't receive anything. After telling XXXX this she had told me there is a chance someone could've gotten into your account and changed information. I then looked in my email and saw 3 emails before any of the fraudulent transactions had happen saying Alert-account access blocked, Alert-user id retrieved and Alert password reset. None of those emails were from me, I had never changed my password or anything. XXXX wanted me to get her footage of me being at XXXX, MA branch with the physical card. I had XXXX reach out to the manager of the XXXX branch to get the footage of me being at the branch. He had got the footage and sent it out. I had reached out to XXXX and XXXX multiple times to see if there was any update. I had reached out to XXXX the branch manager in XXXX, MA at the beginning of XXXX and he had told me there is not much more he could do, he then told me to reach out to someone to put in a executive complaint. I had called the number and spoke with XXXX a branch manager in XXXX XXXX to put in an executive complaint. I called XXXX on XXXX to see if there was an updated, there was no update. I called again on XXXX and had spoke with XXXX to see if there was an update, there was no update and XXXX had told me at this time I don't know what to tell you or what to do now.

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