Consumer complaint received 2024-08-08 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: SANTANDER HOLDINGS USA, INC.
State: RI

Complaint narrative:
On XX/XX/XXXX, I discovered that my XXXX email box was hacked and I also found a XXXX  receipt for a {$1700.00} payment ( XX/XX/XXXX ) to a roofing company which was charged to my Santander Bank credit card. Upon reviewing my transaction activity on-line, I found that the payment had been processed and there was another fraudulent payment pending. 
I immediately called the customer service number on my credit card and selected the option for the disputes area. I told the representative that I found two fraudulent transactions on my account and needed the account frozen and needed to file a claim. The rep indicated that he would file the claim and took the information from me. He also put an order in for a new card. He indicated that I did not need to provide a police report. 
On XX/XX/XXXX, I was notified by mail that the investigation was complete and that there was not billing error found. 
This response concerned me because I didn't request that the claim be addressed as a billing error. I had stated multiple times that it was fraud. Upon receipt of the letter, I called customer service again. I communicated to the representative that I believed the claim was filed wrong because I was not disputing an error but reporting fraud on my account. The representative looked at my file and indicated that it was put through as fraud. I was concerned because I was not provided the opportunity to provide evidence i.e. police report, HOA documentation confirming I live in a condo and can not hire a roofing company directly. The rep indicated that she would put the claim in again with the same information ( again I had no opportunity to provide any of my evidence ) but she was skeptical that it would be approved. I asked her to provide me with the investigation research documentation. The documentation was sent to me but it just proved that Santander investigated as a billing error and not a fraudulent transaction. Additionally, the copy was so light, it was difficult to read. 
I visited the branch in XXXX, RI on XX/XX/XXXX. The rep tried to help but he called the same area that I was dealing with and got no where. He filed a complaint for me via the Bank 's compliant system used by employees.. Again, I wanted to complain that the claim was not submitted satisfactorily as fraud. I was also directed to send an email to XXXX. I sent an email on XX/XX/XXXX. I received no response. 
I also compiled a summary of the issue along with supporting documentation, a police report and sent it via US mail to the XXXX office to be added to the case file. It was received on XX/XX/XXXX. 
After reviewing my statement for XXXX and seeing that the fraudulent charge had not been removed, I called the customer service line again. I was curious to see if my documentation had been added to the case and reviewed. The representative could not comment so I asked to speak to a manager. I was transferred to a manager named XXXX who looked at the case and basically told me that the added evidence didn't help my case and there was probably nothing he could do. I asked to escalate to his manager and was dropped. I called back a few times but without success. Santander basically does not have an appeals process and does not allow the customer to provide evidence for the case. This is flawed, unreasonable and not fair to the customer. 
On XX/XX/XXXX, I sent and email to the office of XXXX XXXX who XXXX Santander Bank Consumer and Business Banking. I have received no response. 
I am risking my perfect credit score and history but I refuse to pay this charge and the interest that it will accumulate.

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