I was having difficulty accessing my accounts with Santandar through their online banking. I called the XXXX XXXX on the recorded line. After identifying myself through their automated system and changing my pin #, I was connected with XXXX, a represntative. I reviewed my difficulty with XXXX and he asked if he could ask me questions through public recored to confirm my identity. Although, I was confused why they would use public record as a means to confim my identity, but nevertheless I agreed. He asked me my name, address, and social security number. After a pause, he stated that he could no longer help me and that I needed to go to a branch. I was astonished that these were the " tough '' security questions that he asked and even more surprised that his service solution was for me to leave work and go to a branch. Clearly those questions are the very bare bones of identifying someone and I expected a deeper inquiry but received none. I asked to speak to a supervisor and XXXX stated that the supervisor would only state the same thing he did and that XXXX ( actually XXXX ) did not wish to take my call. I insisted and asked to wait to speak to a person in charge. i re-iterated that I did not wish to cause any trouble but wanted help to my issue and not deal with a branch. XXXX eventually picked up my call after the transfer and I reviewed my issue with her. She blamed the " system '' that her and XXXX use and stated their was nothing further to be done. I begged her to please ask me more difficult questions but they declined. I was open to alternatives to resolve this but XXXX and XXXX were not even remotely interested in exploring any other means. Remember, i was able to change my pin but they could n't ask me the amount of my HELOC payment. I told them that their service was poor and uncreative in spite of a basic request. I asked for her supervisor as I desired to provide sorely needed feedback and to explore further assistance if possible. I received no name, no phone number, no email to which I could address my complaint. I did receive a Client relations address to hand write a letter to. I also asked why she told XXXX that she did not wish to speak to me and or hear about my issue. She denied that that happened and in turn made XXXX a liar. Please remember this was a recored line, so there should be no dispute about any of this. 
