Consumer complaint received 2024-12-17 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Unable to open an account
Company: SANTANDER HOLDINGS USA, INC.
State: PA

Complaint narrative:
On Wednesday, XX/XX/year>, I went to the Santander Bank in XXXXXXXX XXXX  at XXXX to open an account. I was greeted by XXXX XXXX, XXXX XXXX. He advised me that he was working with two individuals at his desk until closing. Therefore, he suggested that I go over to the counter and schedule an appointment. As soon as I arrived at the counter the guy asked for my driver 's license. I said, you are asking me for my ID and you don't even know why I am here. Then, he asked if I have an account at Santander Bank. I told him that I was there to open an account but I was told I need to make an appointment. He set an appointment for Thursday, XX/XX/XXXX, at XXXXXXXX XXXX On Thursday morning I received a call from XXXX XXXX confirming my appointment and advising me that I will probably be meeting with a different staff member. When I arrived at the bank I was greeted by XXXX XXXX, an employee that travels from bank to bank to assist in staffing. She made a copy of my driver 's license and advised me that I should be meeting with the branch manager. She was concerned about his lack of directives, as she wasn't quite sure about his lack of attention regarding the matter. Consequently, I went over to XXXX XXXX. He was working a the teller counter. As, XXXX XXXX approached the XXXX to remind him that I was patiently waiting for him to open an account. In that moment, I recognized that he was the same guy that took my information to schedule my appointment the day before. Out of concern, I picked up the guy 's business card and I was definitely surprised as I read, XXXX XXXX, Assistant Vice President, XXXX XXXX XXXX. We set down at his desk. He inputed all the personal information for me and the other account holder into the system. Then, he advised me that their Santander bank branch has a glitch in their system that would not let him open the account. He stated that he would have to contact their XXXX person to fix the issue. I told him I was extremely concerned about their bank collecting customer 's information knowing that their bank is having issues. I let him know I was concerned about fraud and ask that he get back to me ASAP. I stopped in the branch again on Friday, XX/XX/XXXX, to ask if the issue had been resolved. XXXX XXXX, XXXX XXXX and staff all said the bank is still have issues. XXXX XXXX advised me they will still be working on the problem through the close of business on Saturday, XX/XX/XXXX. Today, is Monday, XX/XX/XXXX, I have not heard anything. I am XXXX and I have never had an experience such as this in all my life. I can not believe a bank like this even exist. They are totally unprofessional, they have poor customer service and a lack of communication. This has been such a horrible nightmare I felt I should take the time to share this horrific experience with others.

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