Consumer complaint received 2025-05-28 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Closing an account — Company closed your account
Company: SANTANDER HOLDINGS USA, INC.
State: MA

Complaint narrative:
Dear CFPB Representative, My name is XXXX XXXX, and I am writing to file a formal complaint against Santander Bank regarding how they handled my situation after I became the victim of an online internship scam. Instead of offering support after I reported the scam, Santander Bank closed my account and ended our banking relationship without explanation or opportunity to respond. I believe this action is unjust and has negatively impacted my financial standing. 

Background of the Scam : On XX/XX/XXXX, I received an email from XXXX offering a fully remote accounting internship. I was contacted by someone claiming to be XXXX XXXX, who said she worked for XXXX XXXX. After verifying that the company exists and communicating with her via XXXX TXXXX for XXXX weeks, I participated in a text-based interview on XX/XX/XXXX. On XX/XX/XXXX, I received what appeared to be an official internship offer letter bearing the companys logo and formatting. This led me to believe the opportunity was legitimate. 

Financial Transactions : After accepting the offer, " XXXX '' requested my bank account information and instructed me to make payments to a third-party vendor for internship materials. Between XX/XX/XXXX and XX/XX/XXXX, I transferred a total of {$1700.00} via XXXX from my Santander checking account to XXXX, along with {$200.00} in XXXX gift cards. I called Santander at the time to verify the legitimacy of these transactions, as the recruiter pressured me to act quickly. 

Because I lacked sufficient personal funds for all the equipment, XXXX claimed the finance department would issue me a reimbursement. On XX/XX/XXXX, I received a check for {$1800.00} via email, which I was instructed to print and deposit. However, when I checked my mobile banking app on XX/XX/XXXX, I found the e-check was non-depositable, and my savings account had dropped from {$500.00} to {$0.00}. 

I immediately contacted Santander Bank for guidance. A representative instructed me to bring the check and a written explanation of how I received it to a local branch. However, shortly afterward, I found my mobile banking account was locked. Upon calling again, I was told by a Santander representative that the bank had decided to terminate the relationship with me, without providing a reason or giving me the chance to explain or appeal. 

Final Realization : By this point, I had already started to question the situation. I requested a video call and additional photos of the equipment. XXXX refused a video call, citing internal company policies. She only sent a photo of a XXXX, which she claimed was worth {$1300.00}. Upon consulting with computer experts, I found the actual value to be less than {$200.00}. 

Despite my doubts, I continued trusting her due to the company 's name and the legitimacy of the documents. Later, she requested more money for additional equipment. On XX/XX/XXXX, I borrowed {$500.00} from a friend and sent it to another third party. The next day, on XX/XX/XXXX, she disappeared and cut off all communication. 

Complaint : Now that I am certain I was the victim of a scam, I believe my responsibility should be limited to the personal financial loss I suffered. It is deeply unfair that Santander Bank penalized me further by closing my account without any formal investigation, explanation, or opportunity for me to present evidence. I feel that I was treated as if I committed fraud, when in fact I was the victim. Now that I am certain I was the victim of a scam, I believe my responsibility should be limited to the personal financial loss I suffered. It is deeply unfair that Santander Bank further penalized me by closing my account without conducting a proper investigation, providing any explanation, or offering me an opportunity to present my side of the story. I was treated as though I had committed fraud, when in reality, I was the victim of one. 

As a student with limited professional and financial experience, I was unaware of how sophisticated these scams could be. This situation was far beyond my knowledge or expectations. Rather than receiving support from my bank, I was punished for falling victim to a scam that specifically targeted my vulnerability and career aspirations. 

I respectfully request the CFPB to investigate this matter. I am happy to provide chat logs, documents, email records, and transaction details to support my case. My goal is to have this account closure re-evaluated and cleared from my financial record, as it was the result of a fraudulent scheme beyond my control, not willful misconduct.

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