Consumer complaint received 2025-12-23 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: SANTANDER HOLDINGS USA, INC.
State: MA

Complaint narrative:
In the early morning hours of XX/XX/2025, I noticed a fraudulent transaction pending on my Santander account in the amount of {$36.00} from XXXX * XXXX ( XXXX / XXXX card purchase ), along with a {$1.00} international transaction fee. I do not have, and have never had, an XXXX account, and I have never made a purchase from XXXX. 

I contacted Santander at XXXX XXXX. on XX/XX/2025, to report the unauthorized transaction. The representative promptly issued a replacement debit card and a provisional credit for the amount of the fraudulent charge. 

Approximately XXXX months later, on XX/XX/2025, I noticed a new transaction from the same vendor in the exact same amount posted to my account. I contacted Santander again and, after a lengthy hold, was informed that my previous debit card had not been properly canceled and that a third debit card would need to be issued. 
After being placed on hold again, the representative explained that this transaction was not a new charge from the merchant, but rather Santander reversing the provisional credit after completing its investigation. I was told Santander had determined that I was at fault for the original transaction. The representative was unable to explain how this determination was made or provide information on how to contact XXXX without an account. I was advised to wait for the official determination letter. This call lasted over XXXX minutes. 

Later that evening, I received a letter confirming that Santander had debited the provisional credit previously issued to my account. The letter stated that I had the right to request the documents used to make this determination. I called Santander again through the mobile app, waited on hold, and was then told it was improper to call through the app and that I needed to call the number listed in the letter. After calling that number and waiting on hold again for approximately XXXX minutes, I was informed that the documents could be sent, but no timeline could be provided. 

On XX/XX/2025, I received a follow-up letter from Santander containing what was described as merchant documentation. However, no documentation from XXXX was included. Instead, the letter contained only a brief note from Santander stating that the transaction surname and shipping address matched my information. Nothing from XXXX was ever shipped to me, and I never authorized this transaction. 

I have previously been a victim of identity theft, and unauthorized accounts have been opened in my name in the past. It is therefore known that bad actors possess my personal information. Use of my name or address does not constitute authorization under Regulation E. I previously filed an identity theft report with the FTC under reference number XXXX. 

I timely reported this unauthorized transaction and cooperated fully with Santanders investigation. Santander relied solely on a name and address match and failed to provide evidence that I authorized the transaction. I am requesting reinstatement of the provisional credit under Regulation E.

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