Consumer complaint received 2025-12-21 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: SANTANDER HOLDINGS USA, INC.
State: PA

Complaint narrative:
On, XXXX, my identity was stolen with someone using my Santander Credit Card number. First, XXXX One-time codes came through my email on this date. Few minutes later, a purchase of XXXX XXXX XXXX XXXX, FL, for XXXX for my name and another adult XXXX. Then the XXXX email had changes made to the account. I could see that they changed my phone number. They knew the email, but couldn't get through to it and found a way around it. Thus, the One-time codes. 

When I got home, I looked at my statement and XXXX was charged on my Santander card from XXXX XXXX XXXX FL. Called Santander immediately and told them I didn't make that purchase! The fraud dept. barely wanted to take the phone number that mine was changed to and refused any of the emails that I received from the transaction process. They took the amount off of my card initially, of XXXX. 

Then I received a letter on XXXX from Santander, dated XXXX, which stated that the case is being closed and they were putting the charges back onto my card within 5 days. It said that they determined through their investigation that no billing error occurred, because the documentation provided by the merchant, XXXX, verified that I authorized the transaction. I was very upset. 
I first called XXXX as the letter said to call the merchant and that was of No use. 

I called Santander back and talked to XXXX. He said he can't open a new claim, until the charges are put back onto my card. He gave me the email address for when I was going to submit the emails that the fraud department refused in the initial report. He didn't know why they refused the emails earlier, that I wanted to give them on the transaction of the ticket purchases. XXXX was going to hold the information till the charges were back on and call me back. He was kind and helpful. 
XXXX the charges were put back onto my card of XXXX. I waited, but XXXX never called me back. 
I also contacted my local police in PA. Filled out a statement with them and report was XXXX. Local officer called XXXX and talked to XXXX in ticketing. Found out that XXXX more names, XXXX and XXXX XXXX were added to the " XXXX account, '' set up in my name. Don't know either of them, as well as XXXX. 

Also, in the changes made to the tickets, the thief changed the date to enter, to the day the charges went through on XXXX. Then they entered XXXX, FL as me and XXXX. The XXXX also learned the initial account was set up on XXXX, but the charges and emails didn't happen until 2 days later, XXXX. He also talked to XXXX XXXX XXXX XXXX XXXX XXXX FL and I was told to do an E-report online to them. 

XXXX, I had also called Santander back again and talked to XXXX, who had an attitude. No record of XXXX, but she gave me the same email address that he did, XXXX. She said that I did Not need a new claim number. After I submit my email copies, that it will reopen in same claim number. So XXXX different stories from Santander. I told her that the police said they didn't do a very thorough investigation. She said, the police are entitled to their opinion. '' She told me that the police report is of no value to them. It's up to the merchant to prove it wasn't me. What? How can they prove that? I sent the police report later to Santander, after I had received it and said take a look at this. XXXX other names added to that account in my name, besides XXXX. 

XXXX I submitted an E-report to XXXX XXXX XXXX XXXX XXXX XXXX They said the tickets may have been purchased for the theme park in FL, however it was a XXXX XXXX. Referred me to file at IC3.GOV and FTC.GOV. Filed report with IC3 # on XXXX and FTC site led me to this. Wasn't sure if was to use Impersonation or Credit card on this. Went with Credit Card. 
Didn't hear anything back from Santander yet. Waiting for their letter. I haven't received any notification that they received my XXXX pages of documents and the police report. 

This has take well over XXXX hrs. There is still a fake account in my name at XXXX, with other names and another phone number attached to it. I would like to go to XXXX at some point and I can't even get an account set up in my name. And with ongoing investigations including the FBI, it's not likely to happen soon. 

I did the right thing by reporting this as soon as I got home to look at the charges. It had already taken place by the time I saw the emails. I was in the XXXX center trying to figure out what was going, on looking at the emails. I didn't purchase these tickets and told Santander that. This is wrong. I will be done with Santander permanently after this and so will my friends and relatives. They know what I've been going through. This is no way to treat me.

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