Consumer complaint received 2025-03-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: SANTANDER HOLDINGS USA, INC.
State: MA

Complaint narrative:
XX/XX/XXXXXXXX  I called Santander Bank to report a withdrawal from my checking account for {$2700.00} from a merchant I did not recognize. I was informed that the withdrawal was made using my debit card, which was immediately frozen, and that I would receive a provisional credit and the bank would investigate. The only information I had about the merchant was the detail on my checking account : " XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I XXXX  that name and city and was directed to a company called XXXX XXXX XXXX - a real estate investment firm in MO. I found all of this very odd, so I emailed the CEO of the company after finding his information on XXXX ( attached ). I never heard back nor did I pursue b/c it was with the bank to investigate. 
XX/XX/XXXX I receive a letter from Santander Bank ( attached ) confirming the credit to my account with assurances that I would receive the results of the investigation " as promptly as possible. '' XX/XX/XXXX - There is another withdrawal from the same merchant for the same amount : {$2700.00} XX/XX/XXXX - I call Santander in the morning and spend XXXX on the phone with them, after which I am told it was an error and I would be credited ( claim XXXX ) XX/XX/XXXX - I receive a letter from Santander dated XX/XX/XXXX that says they've made a final determination that the charge was not fraudulent. 
XX/XX/XXXX - I speak with Santander twice, the 2nd time escalating to a supervisor. As per my rights, I ask for a copy of the documents used to make the bank 's determination. I receive another case # : XXXX. The supervisor also suggests I call some company with a different name, in a different state : XXXX XXXX XXXX  in OH- a small business that sells and installs shelving in retail stores. 
XX/XX/XXXX - I call that company and speak with a man named XXXX who has no record of me making any purchases with their company XX/XX/XXXX - I call the accounting manager at XXXX XXXX XXXX, XXXX XXXX, and she is confused and has no idea why a charge on my account would have their name and location XXXX XXXX XXXX XXXX XXXXXXXX, MO. 
XX/XX/XXXX - I use AI to help me investigate this further - it suggests " SP '' in the charge detail could indicate XXXX  or XXXX  and suggests I use XXXX  's receipt lookup tool. Fortunately I had my old debit card information stored in my secure password manager which allowed me to retrieve the details of the transaction ( attached ). The only information about the transaction was the date, the amount, XXXX XXXX XXXX and a URXXXX XXXX XXXX XXXX XXXX that takes me to an inactive site ( attached ). The AI suggests I do a domain search using Who.is, which confirms the URL is " inactive '' ( attached ). I then file a complaint with XXXX XX/XX/XXXX I receive a letter regarding my call to Santander on XX/XX/XXXX ( claim XXXX ) saying the charge wasnt ' fraud and I could request the documents ( I already had requested them ) XX/XX/XXXX ( or possibly XXXX ) I visit Santander Bank, XXXX XXXX XXXX, XXXX, MA XXXX and speak with XXXX - who tries to help and agrees is appears to be obvious that it's fraud. He calls the corporate # and they advise for me to wait for their documents to arrive. 
XX/XX/XXXX - I issue a complaint with XXXX  ( attached ) Week of XX/XX/XXXX - I receive a letter from Santander dated XXXX with the " merchant document. '' This is a document from XXXX ( not the merchant! ) confirming the transaction with additional detail ( attached ). There is no merchant contact information other than this URL XXXX XXXX XXXX XXXX  ( the " no longer active '' one ), although the company description matches the " real '' XXXX XXXX XXXX - XXXX XXXX XXXX XXXX XXXX There are product details included - 7 video camera systems - but no invoice, no shipping information, no further merchant details. The purchase IP address listed is not mine and is based in another part of MA, 125 miles from where I live. My name and address are the only customer details listed - no email or phone #. ( attached ) There are so many problems with this investigation it feels like a joke. 
XX/XX/XXXX - I return to the branch and speak with branch manager XXXX XXXX, who calls the fraud investigation people and explains the obvious red flags in their own investigation. At the end of the call she assures me that I will receive a credit and the situation will be resolved. Over the course of the conversation, I tell her how stressful this is b/c I am now self-employed, the family breadwinner, and this amount of money is needed to pay for my family 's health benefits for the month of XXXX. She also convinces me that this fraud issue happens with XXXX and XXXX and convinces me to open another checking account to keep at a low balance that would cover debit card transactions only. She also opens a credit card and a small loan so I can consolidate some debt. 
XX/XX/XXXX - I have received no provisional credit and instead receive a letter from Santander stating that they have concluded the investigation and it wasn't fraudulent. 
XX/XX/XXXX - I visit the branch again to speak with XXXX- she makes a copy of the letter and takes my phone number, assures me she will call " them '' and call me back. 
XX/XX/XXXX - by end of day I have not heard back from the branch ; I send a demand letter in an email requesting 1. A full copy of Santanders additional fraud investigation report for this 2nd claim.

2. Proof of the merchants legal name, contact details, and business registration.

3. A copy of any invoice, signed receipt, tracking information for the items purchased, or contract used to justify denying my dispute.

4. The criteria Santander applied to determine the charge was legitimate despite clear evidence that the merchant did not exist. 
5. The XXXX XXXX XXXX ( XXXX ) for the transaction so I may escalate directly to XXXX. 

After receiving my email, XXXX calls me on XX/XX/XXXX and tells me the fraud people won't reopen- despite her pointing out the obvious red flag in their investigation. She tells me she's escalated to the executive team, she calls it " significant complaints escalation '' and give me case # XXXX. She calls me an hour later to confirm that she received email acknowledgment from them, and to let her know if I hear from them before she learns more. 

My case numbers with XXXX : XXXX complaint, XX/XX/XXXX = XXXX XXXX complaint, XX/XX/XXXX - fraudulent merchant ( support desk told me they had me fill out the incorrect form the XXXX time ) = XXXX Stripe ticket number : no case number given - emails attached I am sickened and disgusted by the whole case. The bank took 3 full months to " conclude '' its fraud investigation. There is clearly a problem between XXXX, XXXX and the banks. The bank 's investigation is lazy at best and complicit at worst. By all appearances, they are taking advantage of the recent, rapid changes to the federal government, including the dismantling of CFPB. I pray that you are still operational, and thank you for your tremendous service to the US consumers.

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