Consumer complaint received 2025-03-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: SANTANDER HOLDINGS USA, INC.
State: PA

Complaint narrative:
Ongoing Issues with Santander Bank Unresolved Dispute I am filing this complaint due to multiple ongoing issues with Santander Bank, the most recent involving an unresolved disputed charge. 

Disputed Transaction XXXXXXXX XXXX Charge On XXXX XXXX XXXX, I was charged {$35.00} at the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXor fax services. The manager was extremely rude, misrepresented the pricing, and created an uncomfortable experience by shoving pages in my face with unkempt nails. He initially stated the cost was {$0.00} per page and would be " about {$20.00} total ''. But the final charge was {$1.00} per page, leading to an overcharge of {$35.00}. Given that this was for a **disability-related document** and I had a free mailing option, I feel the charge was unfair and unethical. 


I disputed this charge with Santander, and my dispute number is XXXX. Initially, a temporary credit was issued, but Santander then reversed it, which is completely unacceptable. This is the reason I am reaching out today. **A purchase correction incorrectly took the money out of my account on XX/XX/2025. ** The initial debit occurred at the XXXX XXXX on XXXX XXXX, XXXX. I want ** {$35.00} refunded as a final dispute resolution** without Santander attempting to revoke it again. 


Unethical Behavior by Santander Manager ( XXXX, PA ) At the XXXX XXXX XXXX, XXXX, PA XXXX, manager XXXX acted unethically when I inquired about FDIC insurance. After mentioning I might receive a legal payout related to **XXXX XXXX*, she repeatedly pressed for details, making it clear she viewed my illness as a financial opportunity. Her behavior was intrusive and inappropriate. 

Additionally, I noticed a **security risk**, as employees entered a restricted area by inputting passcodes in plain view of customers. When I reported XXXX behavior and the security issue to a Santander supervisor, they **agreed it was unacceptable** but took no real action. Santanders response was a generic dismissal, falsely stating the manager had done nothing wrong.

Repeated Customer Service Failures - Call Center Negligence : A Santander rep, XXXX, put me on hold off and on for **30 minutes**, then informed me he was off the next day and that I would have to **start over** when I called back. 

- **Failure to Address My Concern Properly** : A few days ago, I spoke with a Santander representative whose **English was very poor**. When I tried to address this matter of the XXXX fax dispute, he simply said " Sorry '' and refused to investigate. 
- **Failure to Reimburse a Returned Wheelchair** : Santander repeatedly closed my dispute without refunding me. It wasnt until I escalated the issue to **the CFPB** that Santander even acknowledged it. This matter was resolved. 

YOU ONLY GET SANTANDER 'S ATTENTION TO DO WHAT IS RIGHT WHEN THE CFPB IS INVOLVED. 

Santander continues to ignore customer concerns, engage in unethical behavior, and fail to provide adequate service. I am requesting a **formal investigation** and for my {$35.00} dispute to be permanently resolved in my favor** without further reversals.

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