Consumer complaint received 2026-02-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: SANTANDER HOLDINGS USA, INC.
State: RI

Complaint narrative:
Respondent : Santander Bank, N.A. ( federally regulated depository institution ; debit-card issuer ; ACH processor ; final payment gatekeeper for disputed EFTs ) Consumer : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX, RI XXXX Date Opened : XX/XX/XXXX ( continuing through XX/XX/XXXX and ongoing ) Case Type : Electronic Fund Transfers ; Debit-Card Disputes ; ACH/Autopay Authorization Failures ; XXXX XXXX XXXX EFTA Violations ; Provisional Credit Denial ; Unauthorized Debit ; Overdraft Manufacturing ; Joint-Actor Payment Failure ( XXXX / XXXX XXXX ) Status XXXX ACTIVE unresolved disputes ; provisional credit denied ; disputed debits allowed during disputes ; overdraft harm ; failure to investigate ; refusal to escalate ; no ACH authorization audit ; no correction as of XX/XX/XXXX. 



XXXX ) XXXX Summary ( Agency-Ready ) This complaint concerns Santander XXXX  systemic failure to protect a consumer deposit account after repeated notice of disputed electronic fund transfers involving ( a ) XXXX XXXX XXXX XXXX XXXX debit-card transactions ) and ( b ) XXXX  XXXX, XXXX. ( ACH/autopay debits ). 

Despite timely disputes, documented evidence, repeated communications, and clear notice that multiple payment chains were actively disputed and unreliable, Santander : a. Denied provisional credit during active investigations ; b. Failed to conduct reasonable, good-faith investigations ; XXXX Misclassified duplicate and unauthorized transactions ; XXXX Closed disputes without notice, verification, or consumer participation ; XXXX Treated merchant/creditor assertions as dispositive ; XXXX Allowed disputed XXXX debits to post while disputes were unresolved ; XXXX Manufactured overdrafts through bank-controlled timing ( delayed reversals/credits + allowing additional debits to post ) ; h. Refused transfers to Regulation XXXX specialists ; i. Prevented correction of inaccurate dispute records ; and j. Misrepresented causation by attributing harm solely to XXXX or XXXX XXXX, despite XXXX independent statutory duties as the final approving bank. 

As of XX/XX/XXXX, XXXX has issued no provisional credit for multiple disputes, completed no lawful investigation, corrected no overdraft harm, and conducted no XXXX authorization audit. 



XXXX ) Core Allegations ( Regulation XXXX / XXXX ) Santander repeatedly failed to comply with the Electronic Fund Transfer Act ( 15 U.S.C. 1693 et seq. ) and Regulation XXXX ( XXXX C.F.R. XXXX ) by : Denying provisional credit during active investigations ; Failing to conduct reasonable, good-faith investigations ; Misclassifying duplicate and unauthorized transactions ; Allowing disputed XXXX debits to post while disputes were unresolved ; Manufacturing overdrafts through delayed reversals and improper timing ; Misrepresenting causation by attributing harm solely to merchants or creditors ; Obstructing dispute escalation and correction ( including refusal to transfer to Regulation XXXX specialists and preventing correction of dispute records ). 

These failures caused direct financial harm, procedural deprivation, and a systemic consumer-protection breakdown. 



XXXX ) Factual Chronology ( Detailed ) XX/XX/XXXX XXXX confirmed successful XXXX XXXX autopay processed through Santander. 
XX/XX/XXXX XXXX double-charges Santander debit card. 
XX/XX/XXXX XXXX disputes opened with Santander and confirmed by a bank representative. 
XXXX XXXX Santander fails to issue provisional credit as required during the dispute period. 
XX/XX/XXXX Santander issues written denial asserting the transaction was not a duplicate, contrary to evidence. 
XX/XX/XXXX Santander closes disputes without reopening, verification, or consumer notice. 
XX/XX/XXXX Santander internally notes disputes as awaiting provisional credit, contradicting closure. 
XX/XX/XXXX XXXX XXXX initiates a {$25.00} XXXX debit despite unresolved disputes ; XXXX allows debit to post without authorization confirmation, causing the account to become negative. 
XX/XX/XXXX ( second occurrence ) XXXX XXXX withdraws from the account again, causing an additional overdraft/compounded negative balance. 
Reconsideration failure ( post-denial ) Santander stated it would file a reconsideration for the ~ {$45.00} disputed transaction ; a later call confirmed the reconsideration was never filed. 
XX/XX/XXXX Emergency {$100.00} cash withdrawal required due to account instability. 
XX/XX/XXXX No provisional credit issued ; no audit conducted ; no correction made. 



XXXX ) Disputed Transactions ( Specific ) XXXX Debit-card transactions ( XXXX ) XXXX. Duplicate charges totaling approximately {$57.00} ; b. Additional disputed transaction of approximately {$45.00} ; XXXX Disputes closed without lawful investigation ; d. Provisional credit denied and still outstanding. 

XXXX XXXX transactions ( XXXX XXXX ) a. Unauthorized or disputed ACH debit ( XXXX ) of {$25.00} ( occurred XXXX  ) ; b. Debits permitted during unresolved disputes ; XXXX No authorization verification provided. 

XXXX Overdraft impact a. Negative balance caused by delayed reversals/credits and disputed debits ; b. Overdraft manufactured by Santander processing failures and timing decisions, not consumer conduct. 



XXXX ) Evidence Preserved ( What Santander/CFPB Can Verify ) Santander denial letter dated XX/XX/XXXX ; Account statements reflecting disputed debits and negative balance ; Autopay history confirming last valid XXXX  XXXX payment on XX/XX/XXXX ; Contemporaneous handwritten call logs ; Documentation of Santander refusing to transfer to Regulation XXXX specialists ; Proof of XXXX duplicate charges ; Records showing reversal delays exceeding XXXX week ; Proof of emergency cash withdrawal ; Automated payment-demand emails sent during unresolved disputes. 



XXXX ) Misrepresentation & Obstruction ( Separate from billing error ) Santander : Claimed disputes were resolved when they were not ; Blamed third parties while refusing to reopen disputes ; Repeatedly refused transfers to specialists ; Obstructed complaint documentation and correction ; Promised reconsideration for the ~ {$45.00} dispute and did not file it. 



XXXX ) Joint-Actor Exposure ( Payment Chain ) XXXX originating merchant ( card ) XXXX  XXXX initiating XXXX creditor Santander final approving bank enabling harm after notice Liability/risk attaches due to repeated facilitation after notice and failure to safeguard consumer funds under Regulation XXXX. 



XXXX ) Damages/ Harm Withheld disputed funds during dispute period Unauthorized/disputed XXXX debits ( twice ) Overdraft exposure and compounded overdraft harm Emergency cash withdrawal Ongoing account instability Administrative/procedural burden caused by obstruction and noncompliance XXXX ) Relief Requested ( Copy/Paste ) XXXX. Immediate provisional credit for all disputed debit-card transactions. 
XXXX. Full reversal of overdraft harm and related fees attributable to XXXX handling of disputed EFTs. 
XXXX. Written explanation of all investigation steps taken for each dispute, including basis for denial. 
XXXX. Formal ACH authorization audit for the XXXX XXXX debits ( both occurrences ) and production of any authorization evidence relied upon. 
XXXX. ACH block on disputed originators unless reauthorized in writing. 
XXXX. Correction of dispute records and written confirmation of dispute status history ( open/close/reopen, and why ). 
XXXX. Production/preservation of internal dispute notes, dispute closure documentation, call recordings, and overdraft decision logic. 
XXXX. CFPB regulatory review of XXXX XXXX XXXX compliance, dispute closure practices, and overdraft manufacturing mechanics. 



XXXX XXXX Preservation Demand Santander must preserve all records relating to : XXXX authorization ; Debit initiation metadata ; Internal dispute notes ; Call recordings ; Overdraft decision logic ; Dispute closure documentation.

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