Santander Bank US Bank Account Or Service Complaint

Santander Bank US Bank account or service department,

Other bank product/service Using a debit or ATM card Rhode Island

On - -, 2014 I noticed a fraudulent charge of $490.00, on my Santander bank statement, was made using my debit card. I immediately called Santander in regards to the charge. I was told that the charge had not yet processed so nothing could be done because the charge could potentially fall off rather than be processed. However, I had a new debit card issued in the meantime. On - -, 2014 the fraudulent charge was in fact processed. The charge was made to an unknown person in -. I was in - for my wedding and honeymoon from - -, 2014 to - -, 2014. Prior to my trip to - I had notified Santander of my travel dates and since then I have confirmed with Santander that this is in fact on file. Additonally, I made a debit card purchase in - on - -, 2014, which is evident within my back statement as well as the on the physical receipt I have for that purchase. Upon my return from -, I called Santander to open a fraud claim. Within a week I was issued a charge back for the $490.00 and a few weeks following that the


agreed to reopen the claim as I assumed that some piece of information was just overlooked. I was told that the claim results and the documentation would take approximately ten business days, however due to the holiday season and the countless days of in-climate weather that affected postal service, I waited nearly a month before contacting Santander once again. As it turns out, there was no record of my request for the documents or the reopening of my claim. So I placed the same requests for a second time. In approximately two weeks I received the documentation and another letter notifying me of the denied claim. Upon reviewing the documentation I came across contact information for the merchant who received my $490.00. The customer service number provided was disconnected, the email address was non-existent, and the merchant could not be located through any internet searching means. Also in the documentation was information showing the debit card authorization through a - terminal that is listed as a person to person '' transaction. I proceeded to call - for more information regarding this. - explained that the transaction was in fact person to person '' meaning that the authorizing party would have to present the debit card to the merchant. The - terminal used is not an online account, it is physical credit card terminal. Due to privacy policies, - could not give me any further information regarding the merchant. I then relayed this information to Santander explaining that based on the person to person '' transaction, I could not have physically been in - when I was very clearly in - on - -. I also explained that I had n't been able to contact the merchant himself as all of the information provided appears to be fake. Santander told me that nothing more could be done because they do not reopen a claim after it has been investigated -. I then requested that the claim investigator contact me regarding this information. I have made this same request - times now and have yet to receive any response. In the past month I have contacted a detective from my local police department to help me find more information. His calls to - and Santander have left him with the same information that I have and no evidence that the merchant is truly a merchant. He has advised me to continue pressing Santander to reopen my claim. I have attempted to do so, however I am continually given the same answer that the will not reopen it for a - time.