FOX43 Investigation changes Santander Bank policy after local man told refund was “untraceable”

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Canceling a credit card because your information was stolen, as many of us know, it's a pain to sort out.

A local Shrewsbury man found himself in that situation, but then was unable to receive a refund worth hundreds of dollars.

He was told his money was untraceable because the card had been canceled.

His case, and our ensuing investigation, led to a change in the way the bank operates.

Shayne Dailey was ready with his credit card in hand the day ACDC tickets went on sale for a concert at the Wells Fargo Center.

He bought four tickets for himself and three friends, just in time, the concert sold out in 30 minutes.

"We were all the way up top in the nosebleed, but it didn't matter we were going," said Dailey.

Unfortunately, the concert was canceled because the lead singer was at risk for losing his hearing.

Instead of waiting to see the bank at a later date for its "Rock Or Bust World Tour", Shayne opted for a full refund of $475.50 from Spectra Tix, formerly known as Comcast Tix... and that's when the problem started.

"I called Comcast tickets and they told me they had to put the money back on the card that I used... the only problem was... the card that I had used I had canceled that bank account on January 8th," said Dailey.

Dailey had no idea where his money went.

He says someone bought a cell phone for $1,300 on his credit card, so that's why he canceled his account with Santander Bank.

He assumed the ticket company still had his money.

"I called them four or five times for like two months and I never got any response," said Dailey.

We had a hart time getting in touch with Spectra Tix as well.

When we finally reached the company, a spokesperson told us that the ticket company was "following policy" by issuing a refund to a credit card that had been canceled.

"It's our policy to protect the ticket purchaser by only issuing a refund to the credit card that is used to make the original ticket purchase," said Wells Fargo Spokesperson, Ike Richman.

The company is doing that to prevent possible fraud.

Ike Richman claims this isn't a problem on the ticket company's part, but rather the bank's problem.

"Nobody knew anything. They couldn't find any kind of funds that were put to that card they could see where the account was that was closed and everything but there wasn't any activity since then so they couldn't do anything. They figured the money was gone," said Dailey.

We reached out to Santander Bank to discuss Shayne's case.

A spokesperson told us, after the ACDC concert was canceled, Spectra Tix refunded the money March 23rd.

But, because the account was closed, there was nowhere to credit the money, so it went into a general account where non-customers are granted refunds on a quarterly basis.

Shayne says the biggest frustration of it all...

"Nobody could tell me that from the very beginning... they just didn't know," said Dailey.

Shayne received a check in the mail from Santander Bank in early June for the full amount of $475.50.

Because of his case and our FOX43 investigation, the bank has changed the way it operates.

Bank executives denied an on-camera interview to explain the situation, but sent us a statement:

"We're always reviewing and modifying our procedures to make sure they're serving our customers' needs. This was an unusual occurrence where a merchant sent us a refund for a former customer who had closed his account months earlier. Though we were able to expedite his refund, this is not the kind experience we want customers, even former ones, to have and we have eliminated the issues that caused it."

A spokesperson at the bank tells us Santander Bank is now refunding money immediately for all non-customers.

So, Shayne, and everyone else out there, will never experience this situation again.

If you have been in this situation or have experienced something similar, contact Melanie Orlins at morlins@fox43.com