Consumer complaint received 2026-03-01 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: SANTANDER HOLDINGS USA, INC.
State: NJ

Complaint narrative:
Dear Sir or Madam, Good morning! I am reaching out to the Santander Fraud Department to address the ongoing review of my account and the unresolved issues regarding fraudulent check deposits, which I previously reported under claims 1, 2, and 3. Significant time has passed without resolution, and I feel it necessary to formally request action to prevent further escalation. My name is XXXX XXXX, and I am an account holder at Santander Bank ( Account No. : XXXX ), residing at XXXX XXXX XXXX, XXXX, NJ XXXX. You may reach me at XXXX. My account was recently compromised, resulting in four fraudulent check deposits by an unknown individual. For reference, the details are as follows : - {$4900.00} Claim Number : XXXX ( XX/XX/XXXX ) - {$4000.00} Claim Number : XXXX ( XX/XX/XXXX ) - {$4400.00} Claim Number : XXXX ( XX/XX/XXXX ) - {$1900.00} Claim Number : XXXX ( XX/XX/XXXX ) In addition to these claims, I have submitted several related inquiries ( XXXX, XXXX, and XXXX ) concerning social media, escalation to superiors, and the possibility of legal action. Attached to this message are all relevant supporting documents, including bank statements and images of the checks ( front and back ), to aid in your assessment. Since opening my account, I have never requested a checkbook, nor I did not issue even a single check to anyone since I opened this account. Making these suspicious transactions particularly alarming. Due to pressing family issues and extensive travel, I was unable to monitor my account until XX/XX/XXXX, at which point I discovered the fraudulent charges. This discovery prompted me to immediately contact your fraud line, where I spent nearly three hours explaining the situation and initiating claims. Since then, I have been in daily communication with your department, seeking recovery of my hard-earned funds. During my most recent call on XX/XX/XXXX, I was informed that only the {$1900.00} claim had been approved, while the others were denied due to exceeding the 60-day filing limit. I recognize the banks policies, but extraordinary personal circumstances and stress prevented me from responding sooner. Through research and consultations with attorneys, I have reason to believe that Santander has a responsibility to protect customers assets and maintain robust security systems for verifying and validating checks prior to clearing. Given the amount involvedover $ XXXX am entitled to escalate this legally, and I have been advised that the bank could face substantial penalties for negligence. With this in mind, I respectfully urge Santander to reconsider its decision and approve repayment for the remaining three fraudulent checks. Resolving this matter amicably will benefit both parties and help us avoid the need for legal action. Additionally, I am concerned that my access to funds is being withheld and that Santander has not implemented adequate security measures for check verification. To further support my case, I have filed a formal complaint with the Consumer Financial Protection Bureau ( CFPB ) at consumerfinance.gov, which will prompt a response from Santander within 15 days. I trust that this will help expedite the resolution. If I do not receive a satisfactory response, I plan to retain legal counsel and report this issue to the New York Department of Financial Services ( dfs.ny.gov ), which oversees banks operating in the state. Since my claims exceed the small claims court limit, these actions are intended to encourage a prompt response and release of the disputed amounts. While I am confident that legal proceedings will compel action, my preference is a resolution without litigation. Given my current financial hardship and obligations, I urge you to reconsider and expedite repayment of the denied check claims. Your prompt assistance will help me avoid further distress and the necessity of legal escalation. Thank you for your attention and understanding. I look forward to your swift response and a positive resolution. Sincerely, XXXX XXXX XXXX

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