Consumer complaint received 2025-08-06 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Closing an account — Can't close your account
Company: SANTANDER HOLDINGS USA, INC.
State: GA

Complaint narrative:
I had two XXXX XXXX XXXX with XXXX bank. 
On or about XX/XX/year>, I called the bank to get the payoff information for both loans. 
The bank rep gave me the payoff amount as of XX/XX/year> and the specific address to mail my payoff checks On XX/XX/year>, I mailed of two separate certified bank / cashier 's checks for each payoff amount by priority mail to the address specified. ( will upload copies of bank certified/cashier 's checks and address and mailing ). 
On XX/XX/year>, the bank automatically withdrew a payment from my checking account and applied it to one of the loans. 
I called the bank to query the withdrawal and advised them of the payoffs that were sent. The bank rep told me that they had not received the checks. 
I checked my tracking and learned that the checks were delivered on XX/XX/year>. 
I called the bank again to inform them and they advised that I need to give them a week because the checks may be in the mail room for sorting. I asked about and was assured that I would not be charged any additional interest from the date the checks were received. 
After a week, the loans were still outstanding. I XXXX autopay from my checking account and contacted the bank. They advised me to give them more time. 
On or about XX/XX/year>, the smaller of the loan reflected a zero balance as they applied the payoff check relating to that loan. The larger loan still reflected the total loan amount. 
I contacted the bank again and eventually I was told that the payoff check was returned for nsf. I explained that thsi is not possible because they were bank certified checks. They advised me to call the bank on which they checks were drawn. 
I called the bank and they were able to tell me that it could not be nsf because they were certified and they were showing that both checks were actually cashed by XXXXXXXX XXXX 
I called XXXX subsequently and eventually one staff member advised me that I had an overage of XXXX XXXX plus dollars on my account. I asked where did that overage come from but she could not give me an answer. I updated her on the payoff issue and also advised her that XXXX needs to apply the payoff and refund me the extra payment that they had withdrawn from my checking account. She said she would so note my account. I kept checking my account to see if I were refunded but I noticed that there was a balance of {$950.00} on the account. I ignored it until sometime in XXXX, I noticed that I was getting calls from XXXX. I returned the call and was told that my payment was late. Upon conversation, I was told that I had an outstanding balance of {$950.00} on my loan. I explained again about the payoff and that I had paid off the loan on XX/XX/XXXX and they need to process my refund for the amount that was additionally taked out of my checking account. She said she will note my account and they will get back to me. 
Not hearing back from the bank, I continued to call and was invariably transferred from supervisor to supervisor but the matter was not resolved. 
Finally XXXX XXXX, a lady told me point blank that I still owe them {$950.00}. She said she could not give me any information on the details of the loan and she was not interested in getting any information from me. 
I tried to explain that apparently their staff had misapplied my check payment but they refused toeven attempt to resolve the issue. 
I spoke to them finally in XXXX and then found out that I submit a complaint with your organization. 
According to their bank records, my next payment is due on XX/XX/year>. 
I need to add that this is not the first time I have had a problem of misapplied payment with the bank. About 2 years prior, I had sent a {$6000.00} check to be applied to the principal of the loan and they did not apply it as a pricipal as I designated. They applied it as a regular payment. At the time I did not follow up. 

I have been unable to upload the copies of the checks due to the size of the files. The check # is XXXX dated XX/XX/year> in the amount of {$9800.00}. It was mailed to XXXX Bank XXXX ; XXXX XXXX XXXX ; XXXX MA XXXX XXXX A note was included that said Payoff for loans : XXXX : {$4800.00} & XXXX : {$9800.00}. 
As stated before, the payoff for the smaller loan was processed accurately.

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