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

Complaint narrative:
In XX/XX/year>, I attempted to withdraw {$35000.00} from my Openbank XXXX XXXX XXXX account for a personal home improvement project ( a backyard patio build ). The funds were initially debited but then returned as a chargeback. I assumed the transaction was canceled, so I submitted a new withdrawal request. The same thing happened again the funds were returned. Shortly after, my account was blocked without warning and I was told it was under review. 

When I called for clarification, I was told by a representative named XXXX that my account was flagged for business use. I immediately corrected this, stating the money was for a personal home project and not for any business activity. She seemed caught off-guard and quickly escalated the issue to a manager. I was told I would receive a callback as he was too busy to take my call at that time which he did several days later and the manager, XXXX, left a voicemail asking me to call back. 

However, when I returned the call immediately after hearing the voicemail, another representative answered and told me that XXXX was out of the office which I found very suspicious given the timing. How could he leave a voicemail and immediately be unavailable? 

In a separate call, after waiting over XXXX minutes on hold, the representative returned and mumbled, then abruptly told me to call back later and hung up on me. I called again and spoke with a representative named XXXX XXXX, who was aggressive and confrontational right from the start. When I asked for his last name ( due to the previous unprofessional behavior ), he became defensive and raised his voice. I defused the situation by calmly explaining that I wasnt upset with him, just frustrated by how Ive been treated and simply trying to access my funds. After that, he agreed to file a complaint on my behalf. 

I have since submitted a formal demand letter to both their customer support and XXXX relations team, including screenshots of my account, transaction history, the demand letter, and a copy of the patio project contract showing that the funds are for personal use. 

To clarify XXXX point : I did transfer {$12000.00} from my Openbank account to my business account ( XXXX XXXX ) temporarily but this was done solely to pay contractors for my personal patio project. I was waiting on a subcontractor payment to arrive, which I planned to use to reimburse the Openbank account. It was not used for business profit or operations. I have documentation showing this. 

At this point, I just want my account closed and my funds released. Ive waited over XXXX weeks past the project deadline, have not been given a written explanation, and can not afford further delays. I believe this treatment is unfair, unprofessional, and possibly in violation of consumer protection laws.

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