SANTANDER BANK, NATIONAL ASSOCIATION

2019-02-05

Phila, PA

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

2019-02-04

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

2019-02-03

Staten Island, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-02-03

Newark, NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Sir/Madam, We are senior citizens owning a home with a mortgage from Santander Bank. We are paying our mortgage installment from our checking account we had with them. We authorized them to take money on XXXX of every month and they are doing so for past 10 or more years. Of late Santander Bank is using dubious methods to CHEAT ITS CUSTOMERS. For example they charged us XXXX as late fees in paying our XXXX installment. as you know XXXX of XXXX is a Bank holiday and they took out money on XXXX XXXX and it seems it is our fault for the Bank not taking the money out! ONE MORE SURPRISE AND DUBIOUS THING. THEY SEND OUR OUR MONTHLY MORTGAGE STATEMENT EVERY MONTH. MY XXXX MORTGAGE IS NOT SHOWING ANY OF THIS DUBIOUS LATE PAYMENT PENALTY. WE COULD ONLY SEE IT WHEN WE WENT TO OUR MORTGAGE HISTORY IN THEIR WEBSITE. we want to know and we are requesting Consumer Finance Protection Bureau to launch an inquiry about ... how many more customers are cheated in this way. If they really cheat make them pay a big penalty. XXXX XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-01

Lynn, MA

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: On XX/XX/2018 the XXXX store from XXXX XXXX, Ca charged my debit card for {$1000.00}. Then the Santander decided to credit the {$1000.00} back to the account on XX/XX/2018. On XX/XX/2018 the bank then charges me again {$1000.00}. I have gone to the bank many times to file claims but they kept getting denied. I told them that on the bank statement it says that the charge took place in XXXX XXXX, Ca but the state that I live in is Massachusetts. I asked them why they were getting denied and the bank told me I had to go to the merchant ( XXXX ) to get the money back. I call XXXX to try to get the money back but they said I have to go through the bank to get the money back. I talked with a customer relations employee at XXXX and investigated the matter. The employee and I ended up getting proof of a receipt they found showing that the transaction took place in XXXX XXXX. I have been going back and forth with the bank with the proof and evidence that it was fraudulent but they refuse to refund the money. I believe that the transaction should not have gone through because it happened across the country from where I live. Santander should have not let that happened. Below I have the bank statements and the XXXX receipt I received the customer relations employee.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-01

Warren, RI

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: Santander bank has repeatedly placed extended holds on deposited checks when I've never deposited a bad check and I've been a customer for almost a year. I feel that this is a regular practice of theirs to hold customers funds longer than necessary in order to increase their earnings on interest.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-01-31

Flushing, NY

Getting a credit card

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

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

Timely Response

2019-01-30

Phila, PA

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

2019-01-28

Brickerville, 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

2019-01-23

Columbus, OH

Attempts to collect debt not owed

Debt collection: Other debt

Debt was result of identity theft
Complaint: Santander Bank is attempting to collect {$1500.00} that I do not owe them. The debit card charges making up this balance is the result of identity theft. I will NOT pay this!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-01-22

Brooklyn, NY

Managing an account

Checking or savings account: Checking account

Cashing a check
Complaint: On XX/XX/2018 I deposited a business check accidentally into my checking account. This was a cashier check. Santander credited me the funds but two days later noticed the mistake and took the funds out. Since then I have been trying to get them to return the funds. I was told to wait 30 days and they will mail me a check. Didn't happen. I was told wait longer and they will be returning the check back to XXXX XXXX ( issuing bank ) via ACH didn't happen. I contacted the OCC to file a complaint. At that point someone from their executive office contacted me and told me that they spoke with XXXX and will mailing them a check payble to XXXX XXXX and that XXXX then has to deposit the check and credit their customer who purchased the cashiers check. They have attempted to do this 2 times now. Both unsuccessful and XXXX has confirmed to me and to their customer that they do not handle such transactions in other words they do not have any department that will do this since they cashed the check. The person who purcahsed the check has been in contact with their local branch over this time their branch has told them that Santander can mail the check directly to the brach and they can take care of it from there. Santander refuses to do this they continue to hold these funds. I need this issue resolved already its been 6 months!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-01-20

New Britain, CT

Advertising and marketing, including promotional offers

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

Didn't receive advertised or promotional terms
Complaint: I opened a new credit card with Santander Bank and started using it on XX/XX/2018. The bank offered a promotion that said if I spend over {$500.00} within 6 months of opening the card, they will give me {$100.00} cash back, and so I spent over {$500.00} shopping within the first 6 months and waited and waited but I never got the promised promotion {$100.00} cash back. I contacted them by phone but they kept deviating from the subject and told me nonsense about my spending habit. I got nowhere with this problem so I filed complaint with better business bureau. All I got was excuses from the bank for not giving me the promised promotion {$100.00} cash back. That didn't get me anywhere.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-01-17

Canton, MA

Struggling to pay 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

2019-01-16

Brooklyn, NY

Problem with a lender or other company charging your account

Checking or savings account: Checking account

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

Timely Response

2019-01-16

Phila, PA

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

2019-01-13

Northbush, NY

Attempts to collect debt not owed

Debt collection: Mortgage debt

Debt was paid
Complaint: this complaint is continue for the case XXXX which was filed on XX/XX/XXXX. After the first complaint filed, the bank did contacted me and told me they are working on it, and transferred my case to their searching department. I was happy with their response. but they are very slow as they responded to this case like around 60 days. I also made my XX/XX/XXXX payment which I should pay and received on XX/XX/XXXX. I requested payment history, but I never received it from the bank. what they are doing is trying to collect the debt I didn't own. I can wait if they are doing searching, but their collect department keeps bothering me and my wife, trying to collect the money which I should not pay, it already interrupt our regular daily life. they don't have any communication between different deportment. their searching department response is very slow, but their collection depart is too active. If they couldn't resolve the issue with short time, please ask their collect deportment stop collecting the debt before they finish their searching job. Here I updated the supporting material in the attachment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-01-09

Norfolk, MA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: On XX/XX/XXXX I made a {$5000.00} mobile check deposit into my Santander Bank checking account drawn on another account I had with XXXX XXXX. Later that day I received a notice from Santander indicating that the funds from that deposit would not be available until the second business day after confirming receipt of the deposit, or in some cases, no later than the sixth business day after the deposit. This is all in accordance with the Santander Funds Availability Policy. On the next business day, XX/XX/XXXX I confirmed through XXXX XXXX that the check had been debited from my XXXX XXXX account and the funds were debited on XX/XX/XXXX. On XX/XX/XXXX I received a notice in the mail from Santander Bank ( dated XX/XX/XXXX ) indicating that they were delaying the availability of {$4800.00} of the deposit since they were unable to verify funds for the deposit. Since XX/XX/XXXX, I have incurred {$70.00} of insufficient fund fees since the funds that Santander received on XX/XX/XXXX were not credited to my checking. When I contacted Santander customer service they explained to me that the funds for the check were being verified and that the funds would not be available until the end of the day on XX/XX/XXXX. These funds were finally made available to me late in the day on XX/XX/XXXX. I believe that Santander Bank is in violation of Regulations CC which defines the requirements for a bank to make availability of funds to its customers. I feel that the Santander Bank Funds availability policy is in violation of Regulation CC for the following reasons : 1. Section 229.12 of the regulation states that a bank shall make the funds drawn on a local check available to a consumer not later than the second business day following the banking day on which the funds are deposited. Since the funds were debited from the XXXX XXXX account on XX/XX/XXXX it is apparent that Santander was in receipt of the funds for the deposit for which they did not make available to me. 2. Section 229.13 of the regulation does provide a bank to extend the availability of funds based on certain criteria defined within the regulation. The notice provided to me did not state one of the permitted exceptions, it just stated unable to verify funds. This is not consistent with the fact that the funds from the XXXX XXXX account were debited on 5 days prior to the funds being made available. It is apparent to me that Santander Bank has developed their funds availability policy to accommodate their inefficient operational processes and profit from putting an extended on their customers funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-01-09

Wallington, NJ

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

2019-01-09

DE

Incorrect information on your report

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

Account status incorrect
Complaint: I took out a personal loan with Santander Bank in XXXX, XXXX. On XX/XX/XXXX I called to make payment. I paid {$180.00} ( amount due from XX/XX/XXXX ) and was told since payment was made on XXXX it would not be reported as delinquent by the person who took the payment. She also verified this with her colleague in a different department. I am now being told this will be reported which conflicts the information given to me at time of payment. The company has records of phone conversations and while they apologized for the wrong information given they refuse to correct with credit bureau ( s ) Conf # for payment made is XXXX I spoke to several individuals, XXXX XXXX from the executive Office- XXXX has been the main point of contact.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-01-08

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

2019-01-08

Staten Island, NY

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: On XX/XX/XXXX, I used the Santander site to initiate a transfer of {$2100.00} from my personal checking account to my HELOC ( to pay down outstanding balance ). On XX/XX/XXXX, I noticed that two withdrawals of {$2100.00} were posted to my personal account transaction history : one on XX/XX/XXXX, indicating it was a transfer to the HELOC, and a second one on XX/XX/XXXX with the description " CAPITAL REPAYMENT ''. I did not make or authorize the second transaction, and could not explain it. As of XX/XX/XXXX, HELOC showed credit/payment of only {$2100.00}, with a date of XX/XX/XXXX. I called Santander that day to flag the second withdrawal ( " CAPITAL REPAYMENT '' on XX/XX/XXXX ) being an error, and a service rep indicated that the XX/XX/XXXX withdrawal would be reversed and my checking account credited within 3 business days. Seeing no change in the accounts on XX/XX/XXXX ( neither the HELOC nor the checking account were credited the missing {$2100.00} ), I called Santander again and spoke to a new rep.I was provided a case reference # ( XXXX ), and told the case would require 5, not 3, business days to resolve, so I should anticipate the funds being replaced by XXXX. On XX/XX/XXXX, neither account showed the missing funds, so I called again and spoke to a new rep. He could see the case and asked where I would like the funds credited ( HELOC or checking account - I requested the checking account ) and provided a new case # for that action ( XXXX ). He indicated this would take another 3 business days and the funds should be returned by XX/XX/XXXX. I indicated that I have been waiting on the resolution for some time and am accruing interest on the HELOC and other debt due to the funds being missing. He indicated he would request accelerated processing. As of submitting this complaint on XX/XX/XXXX, the {$2100.00} withdrawn from my checking account on XX/XX/XXXX is still missing from both accounts. I am submitting this complaint due to repeated delays getting the funds returned and the possibilities of both further delays and not getting the funds returned at all.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-01-08

Madison Square Sta, NY

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

2019-01-08

Lynnewood Gardens, PA

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

2019-01-07

Belleville, NJ

Managing the loan or lease

Vehicle loan or lease: Lease

Billing 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

2019-01-04

Fall River, MA

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: For XXXX, I was shopping online and found a site where I went to buy some presents. The total was for {$110.00} on the website XXXX. I put in my order late Friday night on XX/XX/XXXX. When I did not receive any email confirmation, order number, or tracking number within the hour, I started to look into the legitimacy of the website. I found out that it was a fraudulent site that sold credit card information and steals personal information. I immediately emailed the " contact me '' on the site asking for my money back because " I placed an incorrect order '', hoping that they would refund me the money. Of course I received no correspondence back. Fake site, I'm guessing potentially fake email contact and site form as well. I immediately called my bank, Santander around XXXX on the same day, XX/XX/XXXX. I spoke with a very pleasant woman and explained the series of events that lead to this. The woman said that she would freeze the card number and issue me a new card, but that I could not file for a fraudulent charge until the charge showed up on my account - it was currently pending and hadn't gone through yet. That was fine. I waited until Monday, XX/XX/XXXX, later in the afternoon around XXXX to call Santander back now that the {$110.00} charge showed up on my account. The woman asked me a series of questions such as if I'd tried to contact the vendor myself to resolve the issue, if I had received any good ordered, etc. I answered respectively saying that I sent an email to them but suspected that they were not receiving any emails from a fake site anyway and also had not received any goods or even any confirmation of my order. She put in the claim. I received a letter in the mail later in the month ( I forget the date but I think it was the XXXX or XX/XX/XXXX ). The letter said that Santander is denying my claim. I called back immediately to ask why. The reasoning was " buyer beware '' and that I should have had better judgement and used more caution before purchasing goods online. However, this woman was very pleasant to me and said that she would put in a different claim instead of fraudulent charges that would be for not receiving goods. She asked me the same types of scripted questions and said that she would not include " fraudulent site '' or similar terms so that maybe the claim would not get denied again. Today, XX/XX/2019, I received another letter in the mail saying that my claim is denied ( Reference Number on the claim XXXX ). I feel like I did all of my due diligence. If a bank is going to exhibit this much apathy for their customers, I'm just angry.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response