Consumer complaint received 2026-05-03 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: SANTANDER HOLDINGS USA, INC.
State: NY

Complaint narrative:
I am attempting to manage my mothers credit card account under a valid Durable Power of Attorney ( POA ), but XXXX Bank has refused to process the POA or communicate with me despite repeated, documented efforts over several months. My mother is currently in a long-term rehabilitation facility, and I am acting in good faith to stabilize her finances, prevent delinquency, and investigate potential unauthorized charges. I began contacting Santander in XXXX XXXX to request instructions for submitting a Power of Attorney. After more than a dozen calls, I was unable to reach anyone who could explain the process or assist me, and I was repeatedly denied access to a supervisor. On XX/XX/XXXX, I sent a certified letter including my Durable Power of Attorney and a {$100.00} good-faith payment. XXXX confirmed delivery on XX/XX/XXXX, and Santander cashed the enclosed check. Despite this, Santander continued to refuse to speak with me or acknowledge the POA. Between late XXXX and XX/XX/XXXX, I made numerous follow-up calls without success. In early XXXX, after contacting Santander via XXXX, I was provided with a different address and instructed to resend my documents. I sent aXX/XX/XXXX certified letter on XX/XX/XXXX, but later learned from a Santander manager on XX/XX/XXXX, that the address I was given was not valid. On XX/XX/XXXX, I spoke with a Santander manager identified as XXXX, who told me that I would need to wait an undetermined period of time before anyone would be able to speak with me regarding the account, despite my submission of a valid Power of Attorney months earlier. I asked whether the account would continue to accrue fees during this period, and he confirmed that it would, stating there was no defined timeline for resolution. Most recently, on XX/XX/XXXX, I received a voicemail from an individual identifying himself as XXXX XXXX, stating that Santander would be reaching out to me and asking me to return the call. However, the message provided only the general customer service number. When I called back, I was routed again to representatives who refused to speak with me and stated they had no knowledge of this individual or my case. This demonstrates a breakdown in Santanders internal escalation and communication processes, effectively preventing resolution even when outreach is initiated. At this point, Santander has : XX/XX/XXXX Failed to process a valid Power of Attorney submitted multiple times via certified mail ; XX/XX/XXXX Accepted and processed a payment while refusing to communicate with the authorized agent who submitted it ; XX/XX/XXXX Provided incorrect instructions that caused delay ; XX/XX/XXXX Admitted that access may be delayed indefinitely while fees continue to accrue ;XX/XX/XXXX Initiated outreach that can not be completed due to its own internal barriers.

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 non-monetary relief