Consumer complaint received 2025-09-24 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: NY

Complaint narrative:
I lost my phone in XXXX, XXXX to be exact, while I was there to pay respect to my father who had just past away a few weeks earlier and I was unable to attend the funeral. 
My phone was in a wallet case, which had card slots for ID 's, credit cards, etc. Whoever found my phone with the wallet case, successfully used my debit card from Santander, for over {$8000.00}. They also used my XXXX credit card and attempted to use my XXXX card. XXXX approved the fraud case and canceled the charges, XXXX noticed suspicious activity and blocked the card. However that was not the case with Santander. 

When I reported the fraud, they came back and denied my claim saying they had no evidence that there was fraud. I requested the information that they said they came to the conclusion with, and they said that since someone had my phone and was able to get access to get into it, the purchases must have been made with my consent, however I don't think they realize my phone was in a wallet case, where my physical cards and ID were in, the physical cards were used, its as if I had lost my wallet. The cards were ultimately used in XXXX, a completely different city in XXXX, XXXX I was not in. I reached out to merchants of purchases I made in XXXX the same day the charges with my lost card were made in XXXX and got copies of receipts with my signature, again, in XXXX. Santander 's own apps show the fraudulent charges were made with the card in XXXX. I also pointed out that it made no sense for me to consent or use my debit card in a foreign country where the debit card offered no benefit. Any use of that card would result in foreign transaction fees. I had exclusively been using my XXXX card which offers no foreign transaction fees. Those {$8000.00} plus charges ended up resulting in nearly {$400.00} in fees, being debited from my checking account. It made no sense, even more so when I had nearly {$100000.00} in available credit on my no foreign transaction fee credit cards to use, why would I use my own personal funds in my checking account with my debit card. 

This is the email I sent to Santander, disputing their decision. It includes the claim numbers as well as supporting documenting showing my whereabouts, completely different from where the charges Date : XX/XX/2025 Client Name : XXXX XXXX  XXXX Claim/Case Numbers : Old # XXXX / New # XXXX Disputing Claim Decision : Providing Proof To Whom It XXXX Concern, This email contains multiple documents showcasing proof that the reported fraudulent charges, which the claim was denied, were in fact fraudulent, as well as multiple points furthers solidifying the case. I will continue to pursue the matter as far as I am legally able to do so. 


As I explained when I made the initial claim. I lost my phone in XXXX, XXXX. My phone case is a wallet, that flipped open and had slots for physical cards. When losing my phone, I lost my New York XXXX Drivers license, my XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, as well as my Santander XXXX card, all physical cards that were in the cover of the phone case. Attached, one will find emails of replacement cards requested as well as a new, New York XXXX XXXX license with a temporary license. This shows that I did in fact lose my phone with the attached physical cards and identification. 


In the denial of the claim, it states that XXXX does not explain how someone could have gained access to their phone or how they obtained XXXX credential to complete the transfers that funded the charged. 


To Clarify this, I lost my phone which contained my cards which are listed above. I had XXXX separate debit card accounts at that moment, Simply Right Checking ending in XXXX, and Simply Right Checking in XXXX. XXXX, I did not have on me, and the card was at home in New York. The physical card that was in my phone wallet was the account associated with XXXX. As of XX/XX/XXXX, Account XXXX had {$9500.00}. Aside from the ONLY XXXX {$1400.00} transfer that was made from XXXX to XXXX, and several small charges that were autopay and bill payments, all fraud charges were made using the card itself ending in XXXX, as per transaction details from Santander directly. My account ending in XXXX had enough funds for all fraudulent charges to occur because when the fraud was reported, there was still {$2100.00} in the account. Considering the total fraudulent charges amount to just over {$8200.00} plus foreign transaction fees, the transfer, while frustration and concerning, the fraudulent charges were able to happen, regardless of the XXXX {$1400.00} transfer. So, with someone simply having found my lost phone with the physical cards inside the wallet, they were able to make purchases. Note that my XXXX card was also used, before XXXX blocked it & they attempted to use my XXXX, but XXXX and XXXX blocked the cards for suspicious activity and only XXXX transaction went through on my XXXX card. 


( Attached, are details from Santander transaction history that show the fraudulent charges were made with the actual card ending in XXXX ) There was no need to transfer money from XXXX account to another unless the intention was fraud. 


As to how they were able to get into my phone, I assume my phone was hacked. In todays world, it happens way to often. Ive had my Social Security number stolen in the past, credit cards that were safely in my wallet used in other parts of the country & accounts hacked from email to social media. Major banking institutions and corporations have had data breaches as well, XXXX XXXX XXXX, XXXX XXXX are just a few that have had this happen. At the writing of this, XXXX reported on Friday the XXXX of XXXX, a breach on information on XXXX XXXX accounts. If a full-blown tech company can get hacked, why cant a simple phone? 


A search online also shows its completely possible for someone to hack a phone and apps even if biometrics are used to secure them. My phone unlocked with a pin though. 



Foreign Transactions Fees I had arrived in XXXX on XX/XX/XXXX, to pay respect to my father who had passed away on XX/XX/XXXX. I could not attend the funeral, so I flew as soon as time permitted. I travel quite a bit domestically and well as internationally and the only reason I carry my Santander card with me when out on international travel is in the event I need cash from an ATM. Its cheaper to get local currency via an ATM as opposed to changing currency. Otherwise, to my next point, I exclusively use credit cards that offer no foreign transaction fees when traveling out of the country. Those cards being either my XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX or my XXXX XXXX XXXX. The combined available credit I had at the time of the fraudulent charges on those XXXX cards were nearly {$100000.00}. Since I arrived in XXXX on XX/XX/XXXX, I had EXCLUSIVLY used my XXXX for all purchases. Not once had I used my Santander card. After the loss of my phone and the physical cards within the case, I moved to using my XXXX XXXX XXXX which I had in my hotel room safe along with my passport and another credit card. It makes absolutely no sense for me to decide to use my debit card, with my own personal money in the account, on over {$8000.00} in charges, and be okay with paying foreign transactions fees amounting to an additional $ XXXX {$400.00}. It makes no sense whatsoever. 



( Attached, statements of my XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX card, both showing available credit limits as well XXXX items, first that I was using my XXXX card for everything from the day I arrived till day I lost the phone and cards in the phone case, and when I had to switch over to my XXXX XXXX XXXX. There are no foreign transaction fees ( one can XXXX also to see these cards offer this perk ) but they also show that I was exclusively in XXXX, XXXX the entire time, which leads me to my next point. 






Location Mismatch In the transaction details on the Santander app of the fraudulent cards, it states the transactions were done with Card purchase & in XXXX, XXXX on the XXXX of XXXX. I was never in XXXX, a completely different city, & I have proof. As it can be seen on the credit card statements, both prior with my XXXX XXXX and after with my XXXX XXXX, can clearly been seen labeled as occurring in XXXX. Purchases for meals, hotel charges, charges for the cemetery where my father was buried, shops I bought things at, every single day from my arrival the XXXX through my departure from XXXX XXXX XXXX XXXX on the XXXX of XXXX. 



( Attached, XXXX will find receipts for purchases made on Monday & Tuesday, ( XX/XX/XXXX & XXXX, all in XXXX, with attached credit card receipts showing my name on the print outs, with dates, location, times, which match with my statements. 

Lastly, the transaction details on Santander show the fraudulent purchases occurred on XX/XX/XXXX, once again with the lost card in XXXX. There are XXXX transactions on my XXXX XXXX XXXX showing I was in XXXX, and I also reached out to the merchant of XXXX of those transactions and obtained their copy of the actual credit card receipt print out with my signature, again, showing my credit card info, with my signature, which matches my statement, as well as the time, date and location being XX/XX/XXXX, around XXXX, in XXXX XXXX That receipt is also attached. 



I wonder if Santander reached out to the merchant of the fraud transactions to get supporting info as I did? 



I have shown I physically lost multiple credit cards and my Santander debit card along with my New York XXXX drivers license, which were in the phone case with my phone. I have shown proof that I requested replacements, proof of fraud on another card, proof that I was in XXXX the day transactions were happening with my lost Santander card in a completely separate city, while I was in a completely different city, proof of me being in XXXX, with my signature included on copies for the receipt direct from the merchant, and the lack of sense it would make in using a card that offered no advantage to use on said transactions had they been made by myself or had been authorized by me. I had sufficient funds in other cards with no foreign transaction fees and proof that I had been using them for the trip thus far. Also, regardless of the transferred {$1400.00} from account XXXX, account XXXX was already funded with over {$9000.00} which allowed whoever found the phone with the physical cards to steal my money. 



Again, you will find all mentioned documents ( plus others ) attached in this email for review of this dispute against the denied claim numbers ( Old # XXXX / New # XXXX ) Sincerely, XXXX XXXX XXXX XX/XX/2025 Please find all attachments on this dropbox link below, as there was too many to attach onto an email without issue. The link does not expire until XX/XX/2025 https : 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