Consumer complaint received 2024-10-28 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: SANTANDER HOLDINGS USA, INC.
State: PA

Complaint narrative:
My husband and I opened this bank account XXXX, since opening the account we have incurred some hiccups. We have learned that the representatives we speak with have no knowledge how to handle issues, and you just get transferred from one rep. to another, until you get frustrated and hangup, which is probably what they want you to do. I have 5 issues. The first issue is when I tried to setup an external account, I could not submit the verification codes on the account, tried to talk with them by phone, and this rep. wanted to know if I wanted this account to send funds to another bank which might be an issue, and could not get it done. Went to the bank stated it has to be done online. Issue not satisfied. Second concern was my husband setup his account, and password on XX/XX/year>, but when he tries to go into the account, the verification code would be sent to my phone number and not his. Contacted the back about this issue, and they say, " we see that he is a different phone number on the account, and it should be going to his number. '' I got furious with the supervisor, whom I was speaking to now, because the rep. could not resolve the issue, and told her I know what number is on his account because I assisted him with this matter, but the verification code is coming to my phone number, and it should be going to his. She now says, oh I need to speak with your husband about this, but I said it's going to my number, and your technicians should be able to make sure it's not going to my number, but she refused to assist me. The third issue, when has not been created yet, but since I am having problems with the bank with other issues, I wanted to nip this issue the bud, before it happens. When we setup this account there was a {$300.00} promotion if you setup direct deposit, to be honest, which is the reason why we opened the account. The promotion will end on XX/XX/year>. I have direct deposit setup for me on my job, but will not start until XX/XX/year>, however, my husband 's started on XX/XX/year>. I learned since the issues I have been having that this bank has a lot of complaints against them, however, I would like to continue to be with this bank because it is XXXX miles from where I live, such a convenient. Hoping to get these issues addressed and can continue to work with the bank. Thanks in advance for your help. My next issue is with an address change. I went online, the same way I opened the account, and made an address change, however, the system will not allow me to take the old off, just adds my new address as an additional address, I need the old address XXXX XXXX XXXX, XXXX XXXX XXXX, PA, to be taken off the account. Lastly, every time I sign into my account, I have to change my password, discussed this with the rep. and she states it's because of too many attempts. I told her the reason for the attempts is because of the passwords issue. Being older, I agree that you might forget, so I write down all of my password, and stole in a place in my home, so no one can find them. When I am trying to go into my accounts, I will put out my little book, where I store them. I have had to change my password 6 times, since opening this account. This is the only bank I have an issue with, and their online login allows you to save the information, but I still have to put in new passwords, because it will not recognize my passwords. Don't have that issue with my other bank.

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