Consumer complaint received 2025-10-01 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: SANTANDER HOLDINGS USA, INC.
State: CA

Complaint narrative:
On XX/XX/year>, I made a large transfer from a High Yield Savings account I maintain at OpenBank to my primary bank, XXXX XXXX. It was a large transfer ( {$67000.00} ). The transfer cleared both OpenBank and XXXX. Yet, a day later I found my account blocked. I spoke with the first of seven ( 7 ) Service Advisors, thinking this had something to do with the transfer. It did not. The Advisor said I had called OpenBank and placed a freeze or fraud alert on my account. I did not. I have subsequently called numerous times and spoke to seven different advisors. All of them are pleasant but are limited as to what they can do to help me. I have requested to speak with supervisors or managers. I've been told it takes 2-3 days for them to get back to me. This has been going on for three weeks. Absolutely no attention has been taken to rectify this matter. Supervisors don't return calls. I've been instructed to call back. Supervisors refuse to take my calls. It seems that the accelerated growth being made by OpenBank by Santander comes at a cost. Absolutely NO customer service. I am a senior citizen on Social Security. I rely on those funds to pay my monthly expenses. Due to the ineptitude and total lack of understanding or care by this bank, I am unable to access funds or pay my bills. While the advisors understand this, their hands are tied and when trying to reach out to management there is no action take -- even when I am promised calls back by specific Managers ( in this particular case, a manager by the name of " XXXX '' who I'd scheduled a call with today ( XX/XX/year> ) for XXXX XXXX. Eastern Time. I did not receive a call from him and when I tried reaching out, he was too busy to take my call. The frontline advisor informed me that I would hear back in 2-3 business days. This is also after I'd been told that because it was subject to a fraud investigation I wouldn't hear back for at least 30 business days for an answer and have my funds and account unblocked. I was asked a series of questions ( the same questions ) on multiple occasions, including whether I'd traveled outside the country recently ( I haven't ). I was told they could geolocate me through their app and that if I'd been making transactions anywhere outside of my normal neighborhood, town, state etc. they would no and it would trigger an alert. While that sounds well and good, I said to the advisors I spoke with that if I was trying to commit fraud, I wouldn't freeze an account, I'd clean it out. That has not happened by me or anyone else. 

This whole episode is absurd and obscene, especially since I rely on those funds ( my money ) to support myself. No one has been able to pay serious attention to my situation, nor does management seem to care. I know the CFPB ( of which I am a big fan ) has been upended and understaffed for some time now, but I do hope my concerns and complaint is taken seriously. With more banks turning to online servicing of accounts, I can only imagine this will get worse. I must say, however, I have never been treated so poorly by any of the financial institutions I've dealt with over five generation as I have by OpenBank. They need more oversight and need to know that some of their customers who are maligned by them will take the time to file a complaint. I do hope you can help me and help ensure that other customers do not fall prey to OpenBank 's false promises in the future. Thank you in advance for your help. 

Regards, 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