Consumer complaint received 2026-03-09 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: SANTANDER HOLDINGS USA, INC.
State: MA

Complaint narrative:
Date : XX/XX/year> Re : XXXX XXXX Failure to Investigate Debit Card Dispute and Provide Provisional Credit Under Regulation E Consumer Information : Name : XXXX XXXX Address : XXXX XXXX XXXX XXXX XXXX, MA XXXX Phone : XXXX Email : XXXX Financial Institution : XXXX XXXX XXXXXXXX. Account Type : Checking / Debit Card Account Number XXXX Nature of Complaint I am filing this complaint against XXXX XXXX XXXXXXXX. for its failure to properly process, investigate, and resolve a debit card dispute in accordance with the Electronic Fund Transfer Act ( EFTA ) and Regulation E ( 12 CFR 1005.11 ). Santander has also failed to issue a provisional credit to my account as required by federal law. Facts On or about [ DATE OF STAY ], I stayed at a XXXX XXXX located at [ HOTEL ADDRESS ]. The hotel failed to provide basic essential services to my room, including heat, hot water, and electricity. These failures rendered the room essentially uninhabitable and constituted a fundamental failure to deliver the services I paid for. The charge to my Santander debit card was in the amount of {$260.00}, posted on or about XX/XX/year>. I initially requested a refund directly from XXXX XXXX. When the hotel failed to resolve the matter, I contacted XXXX XXXX to file a debit card dispute. Santander erected unreasonable barriers to filing the dispute. very long wait time, multiple transfers to right person, to take complaint. Agent spoke broken XXXX and was sarcastic and initially refused to take complaint, excessive hold times, being transferred repeatedly, being told I couldn't file. After I persisted, the dispute was formally filed on or about XX/XX/year>. Despite the claim being successfully filed, Santander failed to conduct a reasonable investigation into my dispute. I received no communication regarding the status of the investigation, no request for additional documentation, and no written acknowledgment of the steps being taken to resolve my claim. Santander failed to issue a provisional credit to my account. Under Regulation E ( 12 CFR 1005.11 ( c ) ( 2 ) ), if a financial institution is unable to complete its investigation within 10 business days of receiving notice of an error, it must provisionally credit the consumer 's account for the amount of the alleged error ( including interest, where applicable ) within 10 business days and notify the consumer within two business days of doing so. As of the date of this complaint well beyond the 10-business-day window no provisional credit has been issued. I contacted Santander to notify them of their failure to comply with Regulation E 's provisional credit and investigation requirements. Despite being made aware of their obligations, Santander took no corrective action. Violations XXXX XXXX 's conduct violates the following provisions : 12 CFR 1005.11 ( c ) ( 1 ) : Failure to investigate and determine whether an error occurred within the required timeframe. 12 CFR 1005.11 ( c ) ( 2 ) : Failure to provisionally credit my account when the investigation was not completed within 10 business days. 12 CFR 1005.11 ( d ) : Failure to provide written notification of the results of its investigation. 15 U.S.C. 1693f : Violation of the error resolution procedures mandated by the Electronic Fund Transfer Act.

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