Consumer complaint received 2025-12-24 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account — 
Company: SANTANDER HOLDINGS USA, INC.
State: PA

Complaint narrative:
My name is XXXX XXXX and this complaint is for account number checking account XXXX I have called in to yall department at XXXX about a XXXX verification issue to see if yall agents could cancel a XXXX payment for me that is on payment hold didnt go through for {$20.00} XXXXXXXX XXXX XXXXXXXX but I dont have a phone number to my XXXX account profile setup to get verification codes to have payments go through and I ask him if he could process it automatically so it can automatically go through without me having a phone number linked I just have a email linked thats what I told him or let me use my email address in the features or today so I can get the verification code to my email to made the payment go through but he told me have to escalate my issue to the back office team corporate so they can review my issue and resolve it so I can use my email addresses to without me needing a phone number linked to my XXXX account to get verification codes I can just use my email address to get verification codes to my email address without a issue or problem without a phone number need or is required to get a verification code I can just use my email address to get the verification code too and he give me support case number XXXX or you can check on my account notes from it if wrong case number I provided and he told me it take 2 days or 3 days for y'all to fixed it so I can use my email address to send payment and get verification codes to my email address without me needing a phone number added to account and I ask him if he also could cancel the XXXX payment out for me he told me he couldnt but would put in a request for yall to automatically cancel it for me I was just making this complaint to make sure yall got my escalated issues request by them to cancel my payment out and fix my issue so I can get verification codes to my email address and use my email address to send payments and get payments without needing a phone number linked to my account to get verification codes to make a payment on XXXX to go though and when I called back to see if another agents can help me and cancel it out when I called the same number a agent she transferred me to another department I forgot what is the name of the department I think it was the debit card dispute department or the claim department or the fraudulent department but not sure but you can check the account for me or the account note for me because I called in with phone number XXXX or the precord or record call if yall record yall calls or not but but the new agent he cancel it out and I still need my XXXX issue to be resolved so I can use my email address to get verification codes to so my XXXX payments can go through without a phone number needed to be linked etc.

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