Consumer complaint received 2025-08-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: SANTANDER HOLDINGS USA, INC.
State: NY

Complaint narrative:
Description of Issue : On XX/XX/year>, between XXXX PM and XXXX PM, I attempted to deposit {$1000.00} in cash at a Santander ATM ( Terminal ID : XXXX ) located at XXXX XXXX XXXX, XXXX XXXX, NY. The ATM processed the transaction unusually slowly, displayed a technical problem error message, returned my card, but neither returned the {$1000.00} nor credited it to my account. This malfunction has caused significant financial hardship, as I urgently needed these funds to cover essential expenses due to limited funds in my account. 
Actions Taken by XXXX : On XX/XX/year>, immediately following the incident, I contacted XXXX customer service at XXXX to report the issue and filed a formal complaint ( ref : XXXX ). XXXX confirmed the complaint was filed and provided a claim reference number, stating the investigation could take up to XXXX XXXX 
On XX/XX/year>, I called again to request provisional credit to mitigate my financial distress. XXXX informed me that provisional credit could take up to XXXX XXXX XXXX and is not guaranteed. 
I checked the XXXX XXXX XXXX  XXXX on XX/XX/year>, but found no record of the deposit. 
Actions Taken by XXXX : XXXX acknowledged my complaint on XX/XX/year>, and assigned a claim reference number. On XX/XX/year>, they reiterated that the investigation could take up to XXXX days and that provisional credit, if provided, would require up to XXXX business days and is not guaranteed. To date, no provisional credit has been issued, and no further updates have been provided. 
Consumer Impact and Legal Basis : The ATM malfunction is a technical failure on Santanders part, yet I, the consumer, am bearing the financial burden. This incident violates my rights under federal Regulation E ( Electronic Funds Transfer Act, 12 CFR Part 1005 ), which governs electronic transactions, including ATM deposits. Under Regulation E, 1005.11 ( c ), XXXX is required to investigate reported errors within XXXX business days ( by approximately XX/XX/year> ) or provide provisional credit within that period if the investigation extends up to 45 days. XXXX statement that provisional credit is not guaranteed and may take XXXX business days delays my access to critical funds, exacerbating my financial hardship. Additionally, under New York consumer protection laws, specifically New York General Business Law 349, businesses are prohibited from engaging in deceptive acts or practices that harm consumers. Santanders failure to promptly address an ATM malfunction and provide timely provisional credit constitutes an unfair practice, as it leaves consumers without access to their funds due to the banks equipment failure. The New York State Banking Department, which oversees state-chartered banks, also emphasizes that banks must act in good faith to resolve consumer complaints promptly, particularly when technical issues impact financial access. This delay is particularly harmful as I urgently deposited the {$1000.00} to cover essential expenses, having insufficient funds otherwise. XXXX  inaction places an undue burden on me, contravening both federal and New York consumer protection standards.

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