Consumer complaint received 2026-03-08 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:
Our issue is with Santander denying our claim of fraud on a check-washing scam for {$9500.00}. In XXXX, we sent a {$9500.00} payment to XXXX to pay our credit card payment. We sent the check in the mail, dropping the envelope in the blue postal mail bin near the library. On XX/XX/XXXX, our credit card statement ( dated XX/XX/XXXX ) did not reflect the payment ( copy of first page of bill attached ). We checked our XXXX bank account and noticed the check had been deposited. We called XXXX to ask why the funds hadn't been credited to our account. The customer representative apologized and refunded the interest and fees incurred from missing a payment. The customer representative did not mention anything about whether or not XXXX had received the check. Later in XXXX, we sent another check to XXXX for that month 's credit card bill. On XX/XX/XXXX, our credit card statement ( dated XX/XX/XXXX ) reflected the XXXX check payment, but not the XXXX check payment. We called XXXX to ask why the funds hadn't been credited to our account. They claimed they never received the check. We logged into the Santander bank website to confirm the check had been deposited. At this point, we also checked the image of the check. The check image showed it was not made out to XXXX, but to a name we had never seen before ( " XXXX XXXX '' ). The amount of the check had not been changed ( {$9500.00} ), but the recipient, dollar figure, and spelled out amount had been rewritten in another handwriting. We checked the paperless bank statement from XXXX and confirmed the image of the check on the statement showed the altered check. We called Santander to make a complaint about a fraudulent check. After speaking with them, they determined that we were likely the victim of a check washing scam. They had us open a new checking account and transfer our remaining funds into the new account. They told us they would open an investigation. We should expect to see a provisional credit within 3-5 business days and a full credit in no more than 30 business days. We were assured they would perform a full investigation, including contacting the depositing bank. On XX/XX/XXXX, we received a letter from Santander dated XX/XX/XXXX. The letter said they were denying liability of the fraud claim. The exact wording of the letter is below : " XXXX XXXX XXXX XXXX XXXX Santander has completed its investigation regarding the ALTERED claim for check XXXX XXXX for {$9500.00} paid against your account. Claim information : Account Number XXXX Disputed Transaction ( XXXX ) Total {$9500.00} Check claim Number XXXX After careful review of the circumstances surrounding this claim, it has been determined that liability should be denied. Based on your claim, the fraud began on XX/XX/XXXX when the check ( XXXX ) payable to XXXX XXXX for {$9500.00} was negotiated. However, you did not file the fraid claim until XX/XX/XXXX. Under the terms of Santander 's personal deposit account agreement ( PDAA ), you must notify us within thirty ( 30 ) days after we have made your account statement available to you of any errors on the statement, including any item listed on the statement that you did not authorize or that is altered. Santander can not accept liability for such loss. '' The letter mentions our statement ( copy of statement attached ), however because the criminal who altered our check did not change the amount of the check, we did not check the images of the individual checks.

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