Consumer complaint received 2026-05-11 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: SANTANDER HOLDINGS USA, INC.
State: PA

Complaint narrative:
CFPB XXXX COMPLAINT : FORMAL GRIEVANCE & ERROR RESOLUTION Company : Santander Bank, N.A. Account Holder : XXXX XXXX Account Number : XXXX ( Simply Right Checking ending in XXXX ) Routing Number : XXXX Dispute Claim Number : XXXX Date of Incident : XXXX, XX/XX/year> I. STATEMENT OF FACT : AGENT MISCONDUCT & ABUSIVE PRACTICES On XX/XX/year>, I contacted Santander via ( XXXX ) XXXX to report an error involving two XXXX transactions ( {$200.00} and {$150.00} ). The first agent I spoke with engaged in Abusive and Deceptive conduct ( UDAAP ) : Obstruction of Rights : I requested a supervisor multiple times. The agent explicitly refused to transfer me, claiming he was a supervisor but failing to resolve the issue. Coercive Threats : The agent threatened to " block my bank access '' and " restrict both checking and savings '' as a penalty for reporting the {$200.00} unauthorized transaction. I clarified the online access wasn't compromised, but he continued to use account restriction as a threat. Retaliatory Documentation : The agent accused me of lying to get my money back. After I stated I would call back to speak to a different agent, he stated he would " add a note '' to the account to ensure my dispute was automatically rejected. He told me that if I disputed for any reason other than " fraudulent, '' it would be denied. II. THE DISPUTE : MERCHANT FAILURE & NON-DELIVERY Despite the first agent 's attempts to sabotage the claim, a second agent assisted me in opening Claim # XXXX for " Refund Not Received. '' Total Amount : {$350.00} ( {$200.00} and {$150.00} ) The Issue : The receiver of these payments has provided conflicting stories regarding the refund, has stopped responding to messages, and has failed to deliver the promised services or funds. III. LEGAL ARGUMENTS FOR REIMBURSEMENT Violation of Regulation E ( 12 C.F.R. 1005.11 ) : The bank is required to perform a " Reasonable Investigation. '' An investigation can not be reasonable if it is influenced by retaliatory notes left by an agent who refused a supervisor escalation. 2026 CFPB Imposter & Scammer Guidance : Under current federal oversight, banks are expected to facilitate reversals when a consumer is induced into a transfer by a deceptive party who then refuses to provide the promised service or refund. UDAAP Violations : By refusing a supervisor and threatening to lock my accounts to prevent a dispute filing, the bank 's employee engaged in unfair and abusive practices. IV. MANDATORY RESOLUTION REQUESTED Call Recording Audit : I demand a formal review of the first call on XX/XX/XXXX. I want that agent investigated and disciplined, and the decision sent to his manager or senior leadership. Full Account Credit : Immediate credit of {$350.00} to account XXXX. Removal of Retaliatory Notes : I demand that any " notes '' placed by the first agent intended to sabotage my claim be struck from my record. Independent " XXXX XXXX '' Review : If Claim # XXXX is denied, I demand a new investigation by a new investigator and a new reviewer who were not involved in the initial call center process. Under 15 U.S.C. 1693L, I reserve the right to seek treble damages ( 3x the amount ) if the bank willfully fails to resolve this error correctly.

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