SANTANDER BANK, NATIONAL ASSOCIATION

2019-03-01

Buck, PA

Closing an account

Checking or savings account: Checking account

Company closed 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

2019-03-01

Flushing, NY

Managing an account

Checking or savings account: Other banking product or service

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

2019-03-01

Philadelphia, 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

2019-02-27

E Watertown, MA

Incorrect information on your report

Checking or savings account: Checking account

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

Timely Response

2019-02-26

Flushing, NY

Managing an account

Checking or savings account: Other banking product or service

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

2019-02-26

Brooklyn, NY

Closing on a 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

2019-02-23

Allenwood, NJ

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: My father and myself have an account with Santander. On XX/XX/2019. I dropped off a check on behalf of my father, XXXX XXXX, XXXX to get deposited into HIS checking accout. My brother and myself are my father 's POA. They took the check, deposited it into MY account by mistake, then in turn blamed me for Financial Abuse/Fraud and called Adult Protective Services, without consulting me or asking me any kind of questions first. The bank knows me well. And knew the situation that we were in the process of doing home repairs. When the Fraud Department contacted me from Santander, they told me ( VIA telephone ) that they retrieved an old POA number on my fathers account. It happened to be my aunt, who is no longer a POA or a Trustee, ( She has since been removed of both ). They had no right whatsoever to do that. On top of everything else, Santander LINKED my father 's and my bank account together. Which yet again, my father nor myself NEVER consented to that. When I questioned why the accounts were linked, they then proceeded to shut down my bank account, without disclosing that to me, and went on ahead and closed my account and would not let me have access to the account again. Thank XXXX I was smart enough to make a few copies of the old account and clearly see them depositng the money into my account instead of my fathers. They made HUGE Mistakes. They embarrassment, humiliation, and stress that my father and myself went through ( and am still going through ) was and is horrible that it was to the point were it physically made me sick.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-23

Flushing, NY

Managing an account

Checking or savings account: Savings 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

2019-02-21

Carver, MA

Closing an account

Checking or savings account: Checking account

Company closed your account
Complaint: I Have established a relationship with Santander bank with a checking account around 2013. I had my belongings which included my wallet stolen from me. All of my personal documents and Cards, Social, and ID was in my wallet. I filed a police report in addition to a dispute with Santander. I recently submitted a request to reopen the investigation with additional proof that I was a victim of identity theft. ( Police report, Affidavits were submitted ) I received a response from Santander stating that they would not honor my request. I am unable to open a bank account or move forward with any banking relationships. I am being victimized and do not feel as if the Banks are taking into consideration my situation and my rights. I would like for this matter to be addressed. This is my final attempt to resolve this matter before i bring forth any legal action. I
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-21

Allamuchy Twp, NJ

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-02-20

Staten Island, NY

Incorrect information on your report

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

Information belongs to someone else
Complaint: Hey I got a letter in the mail dated XX/XX/2019 saying I applied for a credit card and said denied. I did not apply for this card this was fraud. I did not approve of any authority to request this card for Santander Bank. I called Santander today XX/XX/XXXX to get to the bottom of this and told them it's fraud. They said best to dispute this and that they will try to remove it as soon as possible since this was not authorized by me nor did I sign anything.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-19

Staten Island, NY

Incorrect information on your report

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

Information belongs to someone else
Complaint: I got with a New Inquiry from Santander Bank Na on XX/XX/2018 from XXXX. I noticed this through XXXX XXXX on my XXXX XXXX online account. Around XXXX I called up both companies about this fraud situation and both said they would remove it. I than had called a second a third time. I want to say new years day last time I spoke to with both companies and both would assure me would come off in 7-14 business days. Nothing has ever come off.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-19

MA

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: XXXX XXXX DID NOT FOLLOW UP ON IDENTITY THEFT. SANTANDER INFORMED CHECK RECIPIENT THAT MY ACCOUNT IS FROZEN AND ALLOWED XXXX XXXX WITHDRAWALS FROM BLOCKED BANK ACCOUNT. XXXX XXXX XXXX : I discovered a XXXX XXXX store card that was opened and connected to my Santander debit card. I then received a notice from XXXX XXXX stating that I had defaulted on my XXXX XXXX payments that had been set up automatically through the XXXX XXXX site. I explained what happened to XXXX XXXX and they said they had not heard from XXXX XXXX about my identity theft. I made a one-time payment to cover the amount XXXX XXXX said was overdue, as well as a payment arrangement to continue the disrupted payment arrangements I had made through the XXXX XXXX website ( which I no longer had access to ). The one-time payment, in the amount of {$310.00}, and the payment plan, in the amount of {$160.00} per month, were made on XX/XX/XXXX. I contacted XXXX XXXX again, XXXX XXXX only responded to first communication and now continues to be non-responsive. In XX/XX/XXXX, consumer report ( XXXX ) shows delinquency and unexplained billing on my XXXX XXXX card as well as monthly payments that are not the same as the payment plan I made through XXXX XXXX previously or through XXXX XXXX on XX/XX/XXXX. [ 5 attachments regarding above ] SANTANDER : I reported the XXXX XXXX identity theft to Santander. I requested that Santander open a new account for me, block my old Santander account and just allow some payments that were scheduled to come out of the blocked account 1- In the process of opening a new account for me, Santander opened three online accounts that prevented me from accessing the Santander online payment center and prevented me from accessing my new account. The Fraud department had made an agreement with me to move money out of the blocked account into the new account and monitor my blocked account so that only certain payments can go through, until the issue of three online accounts is resolved and I am able to access my account online to make payments. The blocked account was not monitored and then I did not hear from the Fraud department. 2- I also asked Santander to send me all statements from when I first opened my Santander account. In reviewing the statements : -There was a disruption in the monthly auto payments being withdrawn by XXXX XXXX from my Santander account. -Santander allowed XXXX XXXX ( after I reported the identity theft ) to debit my blocked bank account twice in XX/XX/XXXX and once in XX/XX/XXXX ( each in the amount of {$160.00} ). My Santander statements show that the payments were made to XXXX XXXX, however, my XX/XX/XXXX XXXX credit report does not show the amounts were paid to XXXX XXXX in XX/XX/XXXX. They also allowed other payments to be deducted from my blocked bank account up to {$2000.00}. After following up with the bank twice their statements still did not clarify how this amount was generated. I eventually called Santander customer service and they clarified that all this was not clear because Santander sent me combined statements with the old and new account. Customer service sent an email to Santander corporate about this but I have no communication from them in response. 3- I have records of bounced checks that were sent to the check recipient from Santander stating on the check that my account is frozen. There is no record of the bounced checks in the statements I received from Santander or on the first XXXX report I received in XX/XX/XXXX. There has been no response from Santander regarding this characterization of my account. I found out later in the year, in an attempt to open a savings account for my children, that Santander reported the {$2000.00} amount to XXXX 4- On XX/XX/XXXX I sent a {$500.00} wire to my sister in the XXXX. This wire was not received until early XX/XX/XXXX. The claim from Santander is that the intermediary bank held up the wire for compliance reasons (? ). There is no indication from Santander whether this intermediary bank is in the U.S. or XXXX My sister on her end said that the bank had not received any information until the day the wire arrived. The Santander XXXX branch is now permanently closed so I am unable to confirm anything with that branch. There is unexplained activity in my credit report. [ 5 attachment regarding above ]
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-19

Muncy Creek, PA

Problem with the payoff process at the end of the loan

Payday loan, title loan, or personal loan: Installment loan

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

Timely Response

2019-02-15

Wallington, NJ

Incorrect information on your report

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

Account information incorrect
Company Response: Closed with explanation

Timely Response

2019-02-15

New Britain, CT

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-02-13

PA

Closing an account

Checking or savings account: Other banking product or service

Can't close your account
Complaint: In XXXX, I was reviewing my credit report and had noticed that there was a Santander account that I had not authorized to be opened. I had called Santander about the account, and I had explained the issue to the representative that had answered the phone, and I had expressed multiple times that this account was not opened by me. The representative that had answered the phone had asked me to provide my personal information such as my Social Security Number and my name and Date of Birth. When I was asked to provide my address, I did so, and was then told that it did not match what was on the account. I reminded her that I didn't open this account, so it shouldn't match, she then proceeded to put me on hold, and updated my correct address on the account that was not mine. I asked about more info on the account and was told that since I claimed it wasn't me, I was not entitled to know anything, even though it was under my personal info. I asked her why she updated my address if this was the case, and she repeatedly avoided the question. She said that the only thing that she could tell me was that it had a negative balance, due to check related activity but wouldn't specify exactly what. She had told me that the account was scheduled to be sent to collections, but again would not tell me when. I called again in XX/XX/XXXX, and when they collected my personal information just as before, they this time told me that based on the info I provided such as my address, that they deemed the account as mine, and that I will be held responsible. I told them about how the previous woman updated my address when she shouldn't have, and they insisted that they would never do this. I then asked out of curiosity, if they had anything on file that they could prove that this was me, since they insisted that I opened the account, and they told me that they are not required to provide me with this information via phone. I visited a local branch and was told to call customer service which provided no assistance before. I have recently noticed this account on my XXXX report as having an outstanding balance due, and this account being on my consumer report has prevented me from being able to open an account elsewhere. I tried to fax a statement and make a dispute about this account with XXXX, but when they communicate with Santander, I get told that this account will be retained in my report, and I am having trouble getting this matter resolved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-13

Newton, MA

Opening an account

Checking or savings account: Checking account

Account opened as a result of fraud
Complaint: In XXXX of XXXX, I, XXXX XXXX XXXX, filed a complaint against Santander Bank with the CFPB. Santander Bank allowed a former junior business partner, XXXX XXXX XXXX, to open an account without my presence in XXXX, XXXX. He opened this account as an LLC, though he never formed an LLC, did not provide the necessary paperwork, and the business was never registered in his name anywhere. The business was always only registered as a DBA in my name only. Further, he used his home address in XXXX, MA, and his PO Box in XXXX, MA, as the business address, and the business mailing address, respectively. My business was only ever located in XXXX, MA, and registered in my name only. In XXXX, XXXX directed me to use the LLC on invoices and checks, as Santander would only recognize checks in the LLC for which the bank accounts had been opened in, and would not accept checks in my DBA ( see attached emails ). When Santander responded to my initial complaint, they stated the accounts were open as a DBA. In our later, correspondence, they admitted the accounts were open as an LLC, and claimed they could not establish whether or not they had performed their due diligence in opening the accounts. Over the years, XXXX XXXX XXXX, was able to control and exploit his position as account holder, accounts that should never have been opened by Santander bank. On XX/XX/XXXX, I finally forced myself on the accounts. I told the banker, XXXX XXXX, I was very nervous XXXX would steal the funds. I tried to open a new account, but Santander said I could not, as we were an LLC. I froze the accounts, in every attempt to protect the company funds. On XX/XX/XXXX, Santander Bank allowed XXXX to unfreeze the accounts, and deplete the funds, buying a bank check in the amount of {$15000.00}, and withdrawing {$9500.00}. In the end, I researched the LLC, found we were not an LLC, and only then, was I able to open the accounts with Santander as a DBA, which was all the business was ever registered as. The bank failure allowed XXXX to manipulate me and take funds he wasn't entitled to for years, culminating in those final transactions, and eventually causing the failure of the business and my many years hard work.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-12

Wallington, NJ

Managing an account

Checking or savings account: CD (Certificate of Deposit)

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

Timely Response

2019-02-12

Astoria, NY

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-02-12

Belleville, NJ

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

2019-02-10

Wrentham, MA

Managing an account

Checking or savings account: Savings account

Deposits and withdrawals
Complaint: In the Spring of XXXX my XXXX was very ill so he executed a Durable Power of Attorney and I went to all the banks he had accounts in his individual name to get them moved into his revocable trust account. All the Bank 's were excellent and timely in approving my Durable Power of Attrorney ( DPOA ) except Santander Bank. XXXX XXXX XXXX and XXXX XXXX XXXX approved the Durable Power of Attorney within 2 weeks. Santander Bank never approved the DPOA and I went to the bank at least XXXX times in person to follow up. Their legal department received the DPOA to approve from the downtown XXXX XXXX in the Spring of XXXX. Finally I had to take my Father, who is in Hospice and on oxygen XXXX hours a day and using a wheelchair and a XXXX physically to the XXXX XXXX XXXX Santander Bank. We went to the drive-thru which I thought would be easier on my XXXX. We were told he has to physically come into the lobby to be on their camera 's to withdraw his money and get a bank check. I know the drive-thru tellers have camera 's on the cars that pull up. I requested the branch XXXX come out to the car to have my XXXX fill in any forms they need and when the check was ready I would do my best to get him into the branch to wave at the cameras. She finally said the check was ready so I got my XXXX 's oxygen and XXXX and we made it into the branch. We still had to stand there more than 20 minutes and the check was not ready by the teller so the branch manager had to get her chair for my XXXX to sit in before he collapsed. He withdrew large amounts from two accounts and the manager said that he had no other accounts with their bank. It turns out that he had a third account with {$37000.00} in it held in his individual name. My XXXX passed away on XX/XX/XXXX and now I have to go to XXXX because of Santander never approving my DPOA and not telling my XXXX that he had a third account in his own name. I really hope you pull the video from that day in XX/XX/XXXX to see how pathetically they treated a person and made it so difficult for someone to get their own money out of the bank. The DPOA should have been approved timely. I would like to be reimbursed the approximately {$2000.00} in legal fees going through XXXX will cost. I also want an appology from the XXXX branch as well as the executives at Santander Bank. I have copies of the bank checks with the exact date of XX/XX/XXXX at time stampXXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-06

Brooklyn, NY

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-02-06

Providence, RI

Problem caused by your funds being low

Checking or savings account: Checking account

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

Timely Response

2019-02-06

Ridley Park, PA

Managing an account

Checking or savings account: Other banking product or service

Funds not handled or disbursed as instructed
Complaint: I had rolled over my IRA from XXXX XXXX XXXX to Santander Bank. On or about XX/XX/2018 I had closed my IRA account at Santander Bank. I had been told by my tax accountant that my 1099 R should be coded as a " G '' for a rollover. I received a letter from Santander that it was a rollover ; however, I do not see anywhere on the 1099 R that says rollover or " G ''. I had contacted Santander customer service and was told that there is no way for a customer to speak to anyone in their IRA Department and that they would have to open a case on my behalf. I then tried to contact corporate escalations but to no avail. The representative who I had spoken to had kept me on hold two times for an inordinate amount of time saying she was going to verify my account but never returned to the line or called me back. I have to get a clarification on this issue as it will greatly impact my taxes if Santander didn't report it to the IRS as a " rollover ''. What kind of bank does not allow their customers who had an account with them to speak to someone in their IRA Department or any department that may be appropriate??? Santander 's banking policies/regulations do not appear to be fair or ethical and should be investigated as such.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response