Consumer complaint received 2026-05-05 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Personal line of credit
Issue: Problem with additional add-on products or services — 
Company: SANTANDER HOLDINGS USA, INC.
State: FL

Complaint narrative:
I am filing this complaint because Santander XXXX has mishandled a clear case of fraud for nearly four months, repeatedly failed to investigate, closed my case twice without action, ignored multiple communications, and is now refusing to send a required hold harmless form to XXXX XXXX XXXX XXXX ( XXXX ), which is preventing the return of my stolen funds. On XX/XX/XXXX, XXXX day after opening a new savings account and submitting a car loan application online, a fraudulent {$4500.00} withdrawal was made from my Santander account. I did not discover the fraud until XX/XX/XXXX, when I received my monthly statement. I immediately reported it to Santander. Santanders Fraud Department closed the case two days later, without contacting me, without contacting XXXX XXXX XXXX XXXX, and without conducting any investigation. On XX/XX/XXXX, during an inperson visit to Branch XXXX in XXXX, a Santander representative ( XXXX XXXX ) contacted Fraud and learned that the original representative never submitted my fraud claim at all. The claim had to be reinitiated on that date under case number XXXX. Between XXXX and XXXX, I contacted Santander 12 times ( 4 emails, 8 inperson visits ). I also spoke with multiple Fraud Department representatives, including XXXX XXXX ( # XXXX ) and XXXX, both of whom promised followup that never occurred. I emailed XXXX and XXXX with evidence and received no response. I visited Santander in person on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, each time spending 12 hours while branch staff attempted to reach Fraud. Each time, Fraud promised followup. Not once did they follow up. XXXX XXXX XXXX XXXX has confirmed they are ready to return the funds to Santander as soon as XXXX sends a signed hold harmless form. XXXX has been waiting for over a month. I am filing this complaint because Santander XXXX has mishandled a clear case of fraud for nearly four months, repeatedly failed to investigate, closed my case twice without action, ignored multiple communications, and is now refusing to send a required hold harmless form to XXXX XXXX XXXX XXXX ( XXXX ), which is preventing the return of my stolen funds. On XX/XX/XXXX, XXXX day after opening a new savings account and submitting a car loan application online, a fraudulent {$4500.00} withdrawal was made from my Santander account. I did not discover the fraud until XX/XX/XXXX, when I received my monthly statement. I immediately reported it to Santander. Santanders Fraud Department closed the case two days later, without contacting me, without contacting XXXX XXXX XXXX XXXX, and without conducting any investigation. On XX/XX/XXXX, during an inperson visit to Branch XXXX in XXXX, a XXXX representative ( XXXX XXXX ) contacted Fraud and learned that the original representative never submitted my fraud claim at all. The claim had to be reinitiated on that date under case number XXXX. Between XXXX and XXXX, I contacted Santander 12 times ( 4 emails, 8 inperson visits ). I also spoke with multiple Fraud Department representatives, including XXXX XXXX ( # XXXX ) and XXXX, both of whom promised followup that never occurred. I emailed XXXX and XXXX with evidence and received no response. I visited Santander in person on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, each time spending 12 hours while branch staff attempted to reach Fraud. Each time, Fraud promised followup. Not once did they follow up. XXXX XXXX XXXX XXXX has confirmed they are ready to return the funds to Santander as soon as XXXX sends a signed hold harmless form. XXXX has been waiting for over a month. The The required fax number is XXXX and the email is XXXX. On XX/XX/XXXX, Branch Manager XXXX XXXX called to inform me that Santanders Fraud Department had closed my case again and would not be sending the hold harmless form to XXXX XXXX XXXX XXXX. As a result, I am left with : An unresolved fraudulent balance Accruing interest and late fees Risk of negative credit reporting No path to resolution because Santander refuses to send a single document I have been a Santander customer for over 20 years, and I have never experienced such negligence. I also took all appropriate steps immediately after discovering the fraud : Filed a report with the FTC Filed a report with the XXXX Police Department Submitted an XXXX report Placed fraud alerts with XXXX, XXXX, and XXXX Santander has failed at every stage of this process. I am requesting the CFPBs assistance to compel Santander to : Reopen and properly investigate my fraud claim 1. Send the signed hold harmless form to XXXX XXXX XXXX XXXX XXXX. Reverse all interest and late fees 3. Provide written assurance that no negative credit reporting will occur 4. Explain why the case was closed twice without investigation

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 monetary relief