Consumer complaint received 2024-09-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: SANTANDER HOLDINGS USA, INC.
State: NJ

Complaint narrative:
I have a checking account # XXXX with Santander bank located at XXXX XXXX XXXX XXXX XXXX NJ XXXX XXXX ( main corporate XXXX ). 
I have been a customer with the above bank since XXXX through present. The Bank suddenly without any notice blocked and froze my account due to required information needs to be verified as I was told over the phone when I discovered that my XXXX  credit card # XXXX XXXX XXXX XXXX was denied payment I submitted on XX/XX/XXXX and XX/XX/XXXX. Therefore, I contacted the credit card XXXX find out why their payment never credit on my credit card then they told me the financial institution ( Santander bank blocked the payment as they tried to submitted twice and denied by Santander bank ). 
On XX/XX/XXXX after my wife and I contacted our Bank to provide them with the information they need they told us the block or freeze was removed on XX/XX/XXXX. 
The story never end up to that but I asked XXXX credit card on XX/XX/XXXX to resubmit the payment I authorized online one time more also explained the above to XXXX  representative and his female supervisor ( I forgot her name but was on XX/XX/XXXX as my call was recorded. 
Then XXXX  decided to block me from online payment as I can use the card everywhere but I am unable to pay the card. 
On XX/XX/XXXX I contacted XXXX XXXX named XXXX XXXX Call reference # XXXX, the supervisor stated that I will not be able to submit payment until I fill out form will be mailed TO my resident address XXXX XXXX XXXX XXXX XXXX Nj XXXX .also he asked to get this form and go to my bank to have them signed the form and mail it back otherwise I have to look for a XXXX XXXX  and go to submit payment there. 
As a consumer I feel like this type of fraud from XXXX  to blocked me off online banking payment in order for them to add more interest on my balance .Beside I asked the supervisor on XX/XX/XXXX to review the history of my payment and balance since I opened the account through present as I believe that I paid them more than the balance due .The reason for that is after I submit payments online XXXX  never credit quickly this caused me to keep paying thinking I did not pay 1st time. 
Dear Sir/ Madam I am seeking investigation with Santander bank and XXXX XXXX  as the issue stared by Santander bank when they froze my account while I have enough balance to pay my mortgage, insurance and all my expenses claimed that they do that according to federal Law XXXX everyone do mistake or errors use federal law as excuse. 
investigate why Santander Bank authorized themselves to blocking consumer account for just information need it to update their record, ALSO the information I provided over the phone on XX/XX/XXXX, was submitted to XXXX XXXX Santander branch supervisor XXXX XXXX. That Bank needs to be started up and stop harassing consumer for no reason, I also I need an action immediately against XXXXXXXX XXXX XXXX XXXXXXXX. 
On XX/XX/XXXX i received the following email but my credit card payment has no access XXXX This email was sent by the organization that owns the logo shown. 
XXXX XXXX : XXXX To : XXXX Sat, XX/XX/XXXX at XXXX XXXX  \ XXXX  logo You added an external bank account You recently added the Santander Bank account ending in XXXX to your XXXX  profile. 

Get started by scheduling a payment or transfer. 

If this was not you, please call XXXX Customer Service at XXXX, XXXX ( outside the XXXX ).

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