Consumer complaint received 2025-07-08 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: SANTANDER HOLDINGS USA, INC.
State: MA

Complaint narrative:
XX/XX/year> I deposited 3 checks at a Santander Bank for my mother. These funds were issued by the Social Security Administration ( SSA ) for the benefit of my elderly, disabled mother, for whom I have been depositing checks for over two years due to her physical and medical limitations.

Despite Santander bank having accepted these deposits consistently during this time, they recently withheld the funds without any prior notice or formal communication. XX/XX/year>, I contacted the office, via the contact number listed in the Mobile App. I was told that it isn't allowed to deposit checks for other people into my personal account, this is against the law. I explained that, I have been depositing these checks the last 2 years and I was never informed that this is not allowed. He wasn't aware of this and explained that I would need to create a joint account for my mother. I then explained that my mother lived in an assistant living facility that abruptly shut down which lead to her living with me. I explained that she lost her birth certificate, social security card and her Mass issued ID was expired. This is the reason why I have been depositing her checks in my account. I have been working on recovering theses documents but this will take time because she was born in New York. I continued by explaining that she is disable and travel isn't easy for her. He then put me on hold for 2 hours and 45 minutes. Once he was back he explained that I would need to bring my mother into a Santander branch, with my POA in hand, and her expired ID. I was skeptical and requested that he place a note on my account. 

XX/XX/year>, I brought my mother to the bank, I explained that I hold a valid Power of Attorney and provided documentation showing my role in assisting my mother with financial matters, including the fact that she lacks a valid ID, birth certificate, or Social Security card at this time due to disability and age-related challenges. The Teller immediately grabbed the Operations manager, she explained that the bank doesn't allow for people to deposit checks for others even if the checks are endorsed and with a POA. I explained that I have been depositing checks there for 2 years with no issue, and asked why I wasn't notified. She stated that she has never seen me at the location. I was taken aback by that response. I told her to take a look at my account I deposited successfully at that very location the month before XX/XX/year>. She was surprised by that and pulled up my account and confirmed that this is true. She then got on the phone and contacted a different department to see what options we have. I provided my mothers, expired ID, medicaid card and insurance card to show my mother is in fact who she says she is. She then explained that I would need to open a joint account. I asked could we do that with her expired ID and she said no. She then gave me the phone so I can speak with the agent on the phone. He explained that I would need to contact SSA in order to be listed a Representative Payee. I asked why was the deposited completed but I don't have access to the funds. He explained that the bank has the right to hold funds that is suspected as fraud. I asked without notice. He explained that he isn't sure why I wasn't informed after all this time or why I was allowed for the last 2 years. I then asked what are my options as of right now because my mother depends on her checks to help cover rent, medication, and food. He explained that once the hold is on they can't release the funds, They would need to send the funds back to SSA and then I would need to get in contact with SSA to reissue the check, and get my name listed a Representative Payee. I agreed with that option. Since then I set up an appointment to become my mothers Representative Payee.

I was told the funds would be returned to SSA. However, upon contacting the SSA on XX/XX/year>. SSA informed me that the checks were already cashed, which confirms Santander bank processed them. When I go into my app it states the deposit was completed. Yet my mother continues to be denied access to these essential funds, which directly impacts our ability to pay rent, utilities, and purchase food. My household is now suffering financially due to this mismanagement.

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