Can you imagine that when you review your banking application you notice that they made a unrecognized position $1200 pesos; the next day $500, and the next day $100 pesos, and when you call the customer service line, the staff tells you that it was your fault and you should pay that money?

Well, this event happened to a young woman, who reported it to the staff of Santander for robbing him and mentioning that he had to make the payment of said charges.

Santander accumulates complaints about unacknowledged charges and a service that leaves users with doubts. (Photo: Screenshot)

Various complaints from Santander cardholders they have put the entity banking in the eye of the hurricane, as clients claim to be victims of unacknowledged charges by bank staff.

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Although some charges are minor, those affected report a pattern. because they make small but recurring charges, an activity that they have described as “ant theft.” In addition, users criticize poor customer service that, instead of offering solutions, tends to hold them responsible for irregularities.”

This event was verified by the user identified on TikTok as Edics, who reported through her account a series of unrecognized charges on her Santander card.

According to his testimony, the suspicious movements were repeated for a month; However, the banking application did not show the concept or the establishment of said transactions, forcing her to go directly to a branch to report the problem.

When he went to the bank office, the executives informed him that they could not resolve the case, since these claims must be managed exclusively through the famous “Super Línea”, which is Santander’s call center.

After communicating by this means, an operator confirmed that the money would be returned, because the system already recorded the amounts as a credit balance.

However, to have greater clarity about his situation, Edics reports that he had to wait approximately 2 hours in line while the bank staff “investigated”, and later transferred it to the credit card area, in which they told him the following: “You have to pay, we don’t know why, but you must cover the debt; the concepts must appear in your banking application.”

The affected person once again told the Superlínea staff that the concept of the operations did not appear in the banking application, since that was one of the reasons why she was contacting them.

The client states that the charges that were made to her for a month were made for various amounts: “At first they were $1,200 pesos, then $500 pesos, then another of $200 pesos and finally one of $160 pesos.”

Edics states that this situation was also being experienced by another client who was at that moment in the branch, only that she had been charged with an unacknowledged charge for an amount of $20,000 pesos, although the Santander Super Line staff also could not tell her where the charges had been made.

After several minutes on the phone line, the client left the branch without any clarification, as the staff only mentioned that she had to pay, to which the affected person declared that she was not going to pay them.

After the publication, several users claimed to have gone through the same situation, although while some chose to pay the unacknowledged charges to avoid problems with their credit history, others decided not to settle amounts for products or services that they had not consumed.

Unfortunately, this is the reality of thousands of Santander users, who have flooded social networks with complaints about “ant thefts” by bank staff, in addition to questioning and denouncing the deficiency in the customer service system, which they describe as “frustrating and deficient.”

In case of an unrecognized charge with Santander, you must contact the Santander Super Line, a service available 24 hours a day, dialed 55 5169 4300.

The National Commission for the Protection and Defense of Users of Financial Services (Condusef) explains that the first thing to do is contact the banking entity, so that it blocks or cancels the plastic and thus prevents further operations from being generated.

Subsequently, you must file a complaint with the Specialized Unit (UNE) of the bank, the body that must issue a request for clarification, which must have a folio, date and time of receipt.

After 48 hours of the claim, the bank must pay the resources corresponding to the unrecognized charge, in addition to the bank continuing with its investigation, which could take an additional 45 days.

In the event that the bank demonstrates that the affected party made the purchase or operation, the credit will be reversed. However, if after 45 days the bank has not delivered a ruling, it means that the claim has not proceeded.

It is important to consider that the bank will not be able to charge default interest generated by non-payment of the claimed charge, nor will you be able to make a report to the Credit Bureau.

If you do not agree with the Bank’s ruling, you can file a complaint with Condusef, an organization that will provide you with free assistance at 55 53 400 999 or on the condusef.gob.mx web portal. About the author: Daniel Fitta He is a journalist passionate about personal finances; write every day in OfMoney of The Universal.