how good is santander car insurance

This has to be the absolute worse bank possible how good is santander car insurance. My debit card was stolen and instead of them helping me they just took my money once again out of my Check & the bank teller never sent in my papers for my dispute . Then customer service tells me they can not do anything for me because I never gave in the name of the person who stole my card ???????? Tell me if this makes sense ! Horrible bank !!!.

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