Consumer complaint received 2024-12-22 00:00:00
Product: Money transfer, virtual currency, or money service — Check cashing service
Issue: Problem with customer service — 
Company: SANTANDER HOLDINGS USA, INC.
State: MA

Complaint narrative:
On XX/XX/XXXX I was notified by XXXX that my Ach payment did not bounce from my closed Santander account but was receivedby them. This wasn't much of a surprise because I had a negative balance of XXXX dollars ( and thats the reason my account closed in XXXX this year because even though i didnt know i could even overdraft on my account..since it was overdrafted for 33 days they closed my XXXX XXXX XXXX account thats never been negative bc i probably aged out of the non overdraft student account but i digress... i logged into my mobile banking on the XXXX day because they sent an email that if i was negative for much longer after 20 days that i would be fined..no notice of account closer and no warning from app! I was ready to pay the fines not deal with account closer ) so fast forward a couple months to the present day XXXX took their money and supposedly sent a check to my last address on file ... is what I was told by a Santander representative on the phone on the XXXX. 

My surprise came in because I had called Santander on XX/XX/XXXX asking about the check but a representative had then told me that no open accou ts were found so there's no way a check was routed and it had to bounce. On XX/XX/XXXX XXXX confirmed a transfer or check number to Santander with my info. 

The Santander representative that I spoke to told me that the check had to be en route because " They have 10 days to send the check. '' By that Day it was the XXXX business day ( taking away XXXX for XXXX ) or XXXX business day, so I had started to ADVIDLY watch for the mail... today is XX/XX/XXXX and there still has been no check in the mail or confirmation that it's been at least canceled in anticipation of it being rerouted to a Santander branch for my pick up. 

So because this payment was sent from my job on/around XX/XX/year> and I was in anticipation of the moniess... XXXX XX/XX/XXXX I called Santanders XXXX number to try to cancel the check and pick it up at a branch and a Santander representative said that it might best to do this all at a branch. 

On XX/XX/XXXX I went to the XXXX XXXX branch in MA and the branch manager advised me she could help me, not the worker, asked for my story again about trying to cancel the check, then got on the phone with the " back office '' as I retold them my issue for the third time she assured me that the back office would be able to handle it. She gave me her card to email her. 


On XX/XX/XXXX I checked in through email and she replied " Thank you. I have submitted a request for you. As soon as I hear from the department that handles this request I will inform you of next steps. 
XXXX XXXX Branch Manager '' On XX/XX/XXXX she emailed me that she was " still awaiting a response from the processing team to see if I could pick up the check at a branch, '' so I wouldn't have to play this mail game anymore. 

My email lost storage so I emailed her from a different email on XX/XX/XXXX asking if they've ( processing team? ) updated her with anything and she said that she " had just emailed them again and included her district executive. '' I've received no correspondence from Santanders Ach team or any back office for clarification, the branch manager being an ignorant middleman might not be the best course of action. Im turned off that the systems that should've alerted me to a check on the way even with my closed account were not in effect and that's the start to this issue, because with the check not arriving in the mail... it's on my mind that its been cashed. 
That leads to my other issues, which are regarding the time in which " theyre '' in handling this. I don't want to badger the middle man branch manager and I don't want to go to a seperate branch and raise a fraud alert, so reddit told me to come here.

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