Consumer complaint received 2025-11-07 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: CA

Complaint narrative:
About XXXX weeks ago I contacted Santander to inquire about wire transfers because I was getting my first home. I asked at the time if there was any fees and was told only someone transferring money pays a fee. Later I found that was false and was charged 2 separate fees for an incoming transfer charge. I called again to see if these fees could be waved. The agent didnt seem to knowledgeable and simply told me he tried and failed to do it but there was something wrong with my account and transferred me. I was on hold for XXXX before hanging up. I called yesterday after initiating ach transfers to an account I had set up on the app to my other bank account in XXXX [ XXXX perhaps ]. I could only transfer {$5000.00} at a time so I had to make XXXX different transfers, dated the XXXX, XXXX, XXXX, and XXXX for all $ XXXX of funds. I was asking them to expedite my reviews because waiting the XXXX  days I was advised it could take was not acceptable since closing for this home is on XX/XX/XXXX. After many transfers and explanations I was told by the XXXX department they would review it in the next XXXX hours and begin releasing the funds the next few days. I noticed my card was shown as blocked and inquired about it since it failed to work a few days prior for XXXX eats, found out there was a charge blocked that was not authorized and that my card was missing but no other attempts to charge had been made since XXXX, and I was never notified of any of this for the last XXXX  months. I instructed the agent that unless they could expedite the card and waive the fee as a courtesy they would need to wait until the XXXX house was purchased and I changed my address to send another as I have a restraining order against my landlord and he has been stealing my mail and packages. I followed and passed all security by the automated systems and agents. By the end of business, yesterday XX/XX/XXXX, I had been locked out of my mobile banking app and blocked from online banking on my computer without notification to the email address that has been listed on the account for 6 years when I opened it. 

Upon calling today I was told my entire account was under review and it could take XXXX to XXXX business days to resolve. I offered to send them emails with the mortgage broker, texts from family wiring the money, proof of the police reports of my landlord stealing mail, anything they needed and explained there was no way for me to go to XXXX to the closest branch to fix this in person since I have no passport and they have no banks here in California. I advised them that this endangers XXXX minor children as we will be homeless at the end of the month if that money isn't sent to escrow to close on the house. I was told there was no phone number or email to send this proof too and a note was made to expedite the request for review and I could call back tomorrow or XXXX  for updates but they had XXXX business days. Regardless of asking to close the account and be sent a cashier 's check of my funds for multiple failures on their end to prevent this from happening and not providing timely notice of anything to me in any way. They are holding my money XXXX and endangering my family. Please help me.

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