Santander Bank US Bank Account Or Service Complaint

Santander Bank US Bank account or service department,

Checking account Deposits and withdrawals Massachusetts

Hello everybody and thank you for your help. On or about - - I attempted to deposit $1900.00 to my Santander Bank account via ATM at - - branch of Santander, -, MA ( I used ATM that is furthest from the entrance ). ATM took the money but did not deposit any amount on my account, neither it gave it back to me, neither ATM provided receipt. At the spot I contacted customer service of the bank and representative assured me : that I can leave that location, money will go nowhere, they will deposit provisional credit while they are conducting an investigation. Reference number for the call and opened case is : - As the result $1900.00 were deposited as provisional credit.


Today ( - - ) I called their Card Claims Contact Center. -, a representative, and -, her supervisor, told me that ATM team did not find any excess of cash in the ATM where I deposited my money. Therefore they closed the case and withdrew $1900.00 back making my balance negative ( which causes a potential problem that bank will charge fee if I ever attempt to use my card ). As the result of the conversation the new claim and complaint about how case was handled by them was opened. Ref # -, complaint # -. I demanded a better investigation to be done. - and - assured me that Fraud Prevention team and Card Claims team both will be involved, as well as they will be using video recording from the cameras at the spot. Imagine yourself in my shoes, when bank took $1900.00 and make you pay for it. This amount of money is not a needle in the haystack and if Santander bank has internal problem of theft, unprofessionalism, problem of audit or not properly working ATMs it must deal with it but not customers. I have some questions/suggestions if that will help : 1 ) why it took them more than a month to investigate? Is n't it supposed be under 30 days? 2 ) what will they do differently during the reopened case.