Consumer complaint received 2025-10-06 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: PA

Complaint narrative:
I contacted XXXX to dispute XXXX separate sets of fraudulent charges that appeared on my credit card between XXXX and XX/XX/year>. Through no fault of my own, my account balance remains significantly overstated by {$3500.00} in fraudulent charges. I have been placed in financial jeopardy for purchases I did not authorize, and an inflated balance that may have a negative impact on my credit score. 

On XX/XX/year>, my card was charged XXXX transactions totaling {$550.00}, each with the description " XXXX XXXX XXXX XXXX  '' followed by unique strings of alphanumeric characters for each line item ( See statement for XX/XX/XXXXXXXX XXXX XXXX XXXXXX/XX/year> ). 

On XX/XX/year>, my card was charged XXXX transactions in the amount of {$190.00} ; and also XXXX transactions in the amount of {$490.00}, each with the description " Purchase XXXX XXXX XXXX XXXX XXXXXXXX ''. ( See statement for XX/XX/XXXX XXXX XXXX XXXXXX/XX/year> ). 

Following my initial calls, XXXX opened several claims. My card number had to be cancelled and reissued with a new number twice. I was issued " provisional credit '' for each " XXXX XXXX XXXX '' transaction that occurred in XXXX, and for XXXX of the XXXX " XXXX '' transactions that occurred in XXXX ( XXXX transactions were not included in the claim ). 

The XXXX separate transactions in the amount of {$490.00} labeled " XXXX XXXX XXXX '' were re-debited to my card balance at the end of the last billing cycle. The provisional credits were removed. I have called XXXX over the last XXXX weeks, and have been told that my claim ( XXXX  XXXX ) was denied because the merchant provided " representment '', and told that I was liable for the total {$3400.00}. The XXXX transactions with the same merchant for {$190.00} amount were not re-debited ( claim the XXXX XXXXXXXX and XXXX XXXXXXXX ). I have demanded an appeal for claim XXXX  XXXX. 

Regarding the " XXXX '' claims ( XXXX  XXXX ), XXXX issued provisional credit for XXXX XX/XX/XXXX transactions for amounts different from the original debits. The original transaction " XXXX XXXX XXXX XXXX XXXX XXXX '' for {$50.00} was credited - {$8.00} ; and the original transaction " XXXX XXXX XXXX XXXX XXXX XXXX  '' for {$56.00} was credited - {$8.00}. These credited refunds are not aligned with the original debited amounts. 

The transaction " XXXX XXXX XXXX XXXX XXXX XXXX '' for {$50.00} was not included in the claim. 

There were XXXX original transactions labelled " XXXX XXXX XXXX XXXX XXXX XXXX XXXX '' in the amounts of {$50.00}, and {$1.00}. The {$1.00} amount was not included on the original claim ; however, it appeared among a series of refunded amounts as " XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX '' ; however, while the other amounts were credited ( reversed ), this {$1.00} amount was debited a second, and third time over the next XXXX months. 

Between the {$50.00} transaction left off of the claim ; the misaligned refund amounts of - {$8.00} and- {$8.00}, and XXXX miscellaneous {$1.00} debits, this claim is off by {$37.00} in total credit. 

The most recent supervisor I spoke with said that claim for {$3400.00} ( XXXX  XXXX ) would just be denied again without further information from their fraud team and ( presumably ) the merchant. The supervisor is " looking into '' the {$37.00} discrepancy for claim XXXX  XXXX. Each time I call, I am told to call back in a few days. This status has remained unchanged for XXXX weeks now. 

XXXX has provided no further explanation. My account balance remains significantly overstated by {$3500.00} as of XXXX XXXXXX/XX/year>. This must be reconciled before my next payment due date.

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