Consumer complaint received 2024-06-03 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Didn't receive terms that were advertised
Company: SANTANDER HOLDINGS USA, INC.
State: NY

Complaint narrative:
Request for getting a Bonus Offer on XXXX Account. 

I am writing to address an issue regarding the bonus offer associated with my application for a XXXX  account at Santander Bank. On XX/XX/XXXX, I successfully had an application approved for a new XXXX Santander XXXX Checking account ( account ending in XXXX ). Adhering meticulously to the bonus offer requirements outlined by Santander Bank, including fulfillment the condition of having direct deposits totaling {$5000.00} or more ( I received a total of XXXX from payroll and IRS ), I eagerly anticipated the promised bonus offer of {$400.00}. However, despite my adherence to these stipulations, the bonus offer was not disbursed to me by XX/XX/XXXX. In an attempt to resolve this matter, I contacted the Santander Bank customer support service. I was informed that I was deemed ineligible due to the circumstances surrounding the addition of my name to another XXXX  account which was opened prior my individual account where I would expect the bonus. I confirmed that on XX/XX/XXXX I made a visit to the branch to add my name to my XXXX  account because XXXX of the checks she was trying to deposit had my name on it and she was advised to add my name to the account so that no problems would appear when clearing the check. I then explained that this addition is not interfering with the promotional offer including the condition that Offer is not available if any account owner is a current XXXX customer of Santander or had Santander Checking account in the last 12 months prior to account opening. So I met this condition because I did not have an account at the time I opened the individual. The addition of my name to account ending XXXX happened on XX/XX/XXXX weeks after I opened my account with promotional offer. The fact that I added my name to the account that already existed, doesnt make me a customer of Santander any time earlier than I opened my individual account ( ending in XXXX ) on XX/XX/XXXX. Despite my earnest efforts, subsequent attempts to speak to customer representatives yielded no resolution, as I was unable to meet with a higher representative who could address my concerns. In light of the aforementioned circumstances, I kindly request a thorough review of my eligibility for the bonus offer associated with my XXXX account. Attached for your reference are the bonus offer requirements as outlined on the Santander Bank XXXX. Attached my XXXX statement for account ending XXXX XXXX period XXXX and XXXX period XXXX that shows only her name on the first statement and proves that I wasnt a Santander customer before XX/XX/XXXX and the day my name was added to account that existed earlier happened on XX/XX/XXXX. I trust that this matter will be addressed promptly and with due consideration. Your understanding and assistance in resolving this issue would be greatly appreciated. Thank you for your attention to this matter.

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