SANTANDER BANK, NATIONAL ASSOCIATION

2019-03-20

Chester, PA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-19

Lynn, MA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-18

Three Bridges, NJ

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: I opened an account with a promotional bonus offer of {$220.00} and I completed the required conditions to be awarded this but have not been awarded the bonus.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-18

DE

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Their investigation did not fix an error on your report
Complaint: In XX/XX/XXXX I opened a personal loan with Santander, which was due on the XXXX of every month. In XX/XX/XXXX I missed my payment due date, as I was tied up on business travel. In ealry XXXX I called to make my payment ( forXX/XX/XXXX ) and was told after the payment was made that I would not be derogatoraly reported by the agent who took my payment. In XX/XX/XXXX I received verification that Santander did indeed report me 30 days past due. Ive been fighting them ever sense.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-16

Phila, PA

Charged fees or interest you didn't expect

Payday loan, title loan, or personal loan: Personal line of credit

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-14

Billerica, MA

Closing an account

Checking or savings account: Other banking product or service

Can't close your account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-13

Lynn, MA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: XXXX set up bill pay with XXXX XXXX for my mortgage at Santander. Apparently the payment was sent to Santander Consumer division XXXX {$2200.00} was withdrawn from my XXXX checking for my mortgage payment XXXX received late notice from Santander I called XXXX and they told me they would send me proof of payment letter that I could forward on to Santander XXXX sent proof of pmt as instructed to XXXX Attn : Subject line was my mortgage # and attn : XXXX XXXX I got the fee reversed and made my XXXX pmt so I wouldn't be reported to the credit bureau XXXX I called XXXX XXXX spoke with XXXX, transfered me to a supervisor XXXX - response they are working on it should have an answer on XXXX XXXX I ask for another proof of payment for my files from XXXX XXXX called and was told they don't have it and the XXXX XXXX XXXX was mailed to is not theirs and they suggested I put a stop on the check. I explained to them it was an ACH pmt and XXXX provided them with the reference # and proof of payment. They told me to call XXXX bank XXXX Bank XXXX called XXXX I was on the phone 2 1/2 hours. I asked if he could work on it and call me back but he said they can not may outgoing calls and as soon as I were to hang up he would be on a new call. At first it sounded like they are going to help but the end result is in 3 - 5 days you'll have an answer - NO answer NO money XXXX called again and spoke with someone in the Tech Dept for 45 minutes and it sounded like I was going to be all set. They were going to have their bill pay provider XXXX call Santander and get it resolved and I should see the money in 3 - 5 business days XXXX I called again and spoke with Tech Dept again because they told me to call via a secure message in my online banking. I had to start my story all over from the beginning. It seems that No one individual can help. They got XXXX on the line and conferenced me in with Santander consumer loan division, which is apparently where my payment went. Again No help. XXXX called me back and conferenced in Santander but they would not talk on a recorded line. So someone special had to call me from XXXX on a non recorded line we call XXXX at XXXX ( the number I was calling for 3 months. It was decided that XXXX would send yet another proof of payment and said again you'll be all set in 3 -5 business daysl
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-11

Elstonville, PA

Managing an account

Checking or savings account: CD (Certificate of Deposit)

Funds not handled or disbursed as instructed
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-10

Hudson, NH

Getting a line of credit

Payday loan, title loan, or personal loan: Personal line of credit

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-09

Boston, MA

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-08

Frenchville, PA

Struggling to pay mortgage

Mortgage: Home equity loan or line of credit (HELOC)

Complaint: Santander Bank stating that they want to help and they do not. They stretched time to bring loan up for thousands in interest and late fees plus attorney fees and make it harder for us to negotiate. We put a lot of money to recover the house after water pipe break accident and rain water flood that was not at our fault. Everybody take an advantage of us and nobody helps. Insurance company, XXXX XXXX, and management all used us and gained own benefits and got something using us and leave us to put more and more money into that house. We have been robbed by all those listed authorities, but no one was charged and we were supposed to buy all new electrical equipment. Also, initially, Santander representative calculated amount of monthly payment higher than it supposed to be. We got deceived approximately paying at least {$300.00} a month more. When straggled with unemployment and accident in the house, Santander stretched the time for modification and denied it totally four times. Now they want to get more in interest rate fees and on daily basis {$18.00} every day in the during of all time we are in foreclosure. We are XXXX people of XXXX and XXXX years old and nobody helps.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-08

Oak Bluffs, MA

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-07

Staten Island, NY

Managing an account

Checking or savings account: Savings account

Problem using a debit or ATM card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-07

Hanson, MA

Closing an account

Checking or savings account: Checking account

Fees charged for closing account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-07

Teaneck, NJ

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-06

Ft Myers, FL

Struggling to pay mortgage

Mortgage: Home equity loan or line of credit (HELOC)

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-05

Shiloh, PA

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-04

Passyunk, PA

Managing an account

Checking or savings account: Checking account

Problem accessing account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-04

Muncy Creek, PA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-04

E Somerville, MA

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: I recently opened an account with Santander, experienced some fraudulent activity through no fault of my own, and had my account closed. Communication throughout the entire experience was terrible, and {$5.00} of my money was never returned to me. Back in XXXX, I received mail offering a {$400.00} dollar bonus if I opened a Santander checking account. I'd had some bad experiences with other banks, and was eyeing Santander anyhow, so I decided to give it a try. On XX/XX/XXXX, I opened a checking and savings account in branch. I had plans to open a business account as well, but was leaving for XXXX for two weeks, so decided to do that upon return. When I returned on theXX/XX/XXXX, I created an online account in order to transfer some money in and then set up direct deposit. I immediately noticed fraudulent activity which had occurred between the XXXX and XXXX. Someone had apparently deposited a bad check and withdrawn money from the ATM. Presumably they got ahold of my new ATM card somehow - it never arrived in the mail. As I had a mail hold from XX/XX/XXXX until XX/XX/XXXX, this would have had to be at the post office or at Santander itself. I called Santander to report this. They froze the account, saying I would receive results of the investigation in the mail. I eventually received a letter stating that the fraudulent charges were reversed. After the holidays, I called in to see if I could get another ATM card. After a lot of waiting, I was told that the whole account was now determined to be a fraud risk, but if I went to a bank I could close it and reopen. I was also told that the {$5.00} returned item fee from the bad check would be refunded. Upon going to the bank and attempting to do so, I was told that Santander would not allow me to open another account, and would in fact not refund that fee. I did leave with a check with my other money, but with quite a bad taste in my mouth. The banker was great, but it sounded like the person on the other end of the phone was telling him the bad news. This fraud was very clearly not my fault, yet I was punished for it. I probably wouldn't have written this letter were it not for the {$5.00}. It's not a lot of money, but it's the principal of the matter - there is no reason Santander should not have given it back to me. The reasoning behind not restoring my account is also very suspect. I was told that some people open accounts in order to do this sort of thing, but that was clearly not the case - I both wasn't in the country, and had a mail hold so couldn't possibly have received the card. The banker even admitted it clearly wasn't me, but said that whoever was on the phone didn't care. All in all, I am very disappointed in Santander. I was looking forward to a new bank, but instead got a giant mess that cost me a lot of time - and {$5.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-04

Palmerton, PA

Closing on a mortgage

Mortgage: Other type of mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-04

Flushing, NY

Trouble using your card

Credit card or prepaid card: General-purpose credit card or charge card

Can't use card to make purchases
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-04

Staten Island, NY

Trouble during payment process

Mortgage: Home equity loan or line of credit (HELOC)

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-02

Palmerton, PA

Managing an account

Checking or savings account: Checking account

Problem making or receiving payments
Complaint: I don't believe that this is solely Santander Bank. Since 1994 when XXXX changed the area code from XXXX to XXXX my outgoing calls have been forwarded and intercepted by a hostile and unprofessional independent call center acting as my own personal customer service team without my permission, acceptance, or agrerment. Lately like my XXXX bank account Santander has been witholding making debits to my account balance on my billing statement. Long ago I opted out of being able to overdraft my account. Example : I will pay a bill on the XXXX and on the XXXX the check is cashed. Santander won't debit it from my account until the XXXX of the month. Meanwhile it is showing in billpay activity as paid on the XXXX. Currently Santander is making a personal judgement against me and calling me a fraud. XXXX Pay through XXXX XXXX did the same thing last holiday season. Santander is not allowing me to make purchases with my debit card and they are backlogging purchases. On XX/XX/XXXX two payments made through XXXX play in app purchases for {$4.00} were backlogged for XXXX. I tried to make another of the same type of app purchase for entertainment in the amount of {$19.00} and the purchase was declined for insufficient funds. The csr from Santander said that they didn't approve of my purchase and said that it was from a casino game and considrred gambling. Later that afternoon of XX/XX/XXXX I tried to make a purchase for an online job opportunity and the {$47.00} purchase was declined for insufficiebt funds. The csr from Santander said that the purchase was most likely fraud if I had to pay for the opportunity. I was also told that the {$47.00} was being debited and then credited back seconds later. I asked to speak to the fraud department and I was told that they needed me to confirm some purchases in my email and to set up text messaging one time code options for security. And I had to update my cell phone number which they didn't have. So I didn't get the notifications about their new security procedures. They could have mailed it to me. ( And I have told them multiple times about the call center. Santander was also made aware that my emails were hacked and that I prefer to be contacted through usps mail. Because email is not federally.protected mail ). So, they promised this issue was resolved. I then, about an hour later, attempted to make the {$47.00} purchase again and it was declined again for insufficient funds. Then I tried to order food for delivery in the amount of {$33.00} including tip and that purchase was also declined for insufficient funds. I then went to the ATM and withdrew {$60.00} to pay for the food in cash. ( I had the money in the bank from my tax refund. I have one outstanding check for {$66.00} for a utility. ) Santander made personal.and unprofessional judgements against me and how I choose to spend my momey. And they are unfairly calling me a fraud.This is slander.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-02

NJ

Problem caused by your funds being low

Checking or savings account: Savings account

Overdrafts and overdraft fees
Complaint: When I opened my savings and checking accounts, I specifically requested Santander Bank to not allow overdrafts in my accounts ; i.e. decline transactions that would result in an overdraft, if I did not have enough money in my accounts ( I am attaching a letter sent to me by Santander Bank that proves my request ). I requested this because I not always pay too much attention to how much money I have in my accounts. Selecting this option gave me peace of mind since I knew that if I wanted to pay for something but I didnt have enough money, Santander Bank would just decline the transaction and I would know I was running low on my balance. Beginning on XX/XX/XXXXsome payments using my savings account were not only not declined, but a ridiculous number of overdraft fees were charged to my account. I didnt notice anything because I didnt receive any text message or email alerting me of the situation. In addition, I changed my address and I received the first forwarded overdraft notice by the beginning of XX/XX/. However, by that time my mother ( another Santander Bank client ) and I had already contacted several times the bank trying to settle this issue. Not only Santander Bank did not decline the transactions ( none of them were recurring payments, therefore, they should have been declined due to lack of funds in my account ) but also it began to record ( on XX/XX/2019 and on ) some doubtful transactions, none of which I was aware of. For instance, the same amount charged twice the same day ( charging me two overdrafts fees! ) and then, the following day recording something as ACH RETURNED ITEM twice, which resulted in me being charged two overdrafts fees AGAIN! We ( my mother and I ) have called XXXX times Santander Bank ( from XX/XX/ to XX/XX/2019; we have dates, names, hours of calls, etc. ) and we have been told every time that a supervisor is going to call us back, but no one has done so. At the middle of XXXX, we noticed that not only Santander Bank did not resolve my issue, but they actually closed my account and sent it to collections. To summarize, there are five ( 5 ) overdraft fees that should have not been charged to me ( 35*5= {$170.00} ). In addition, my credit report might have been affected negatively because of this issue. I exhausted every possibility to resolve this issue directly with Santander Bank and I have no other option, but to make a formal complaint against the bank. Santander Bank is not only charging me fees that it is not authorized to charge, but it is blindingly ignoring any and all of my attempts to resolve this issue. I request Santander Bank to write off those five ( 5 ) overdraft fees and to correct any bad report submitted to consumer credit reporting agencies, in case the bank had made a bad report against me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response