SANTANDER BANK, NATIONAL ASSOCIATION

2018-07-31

Boston, MA

Identity theft protection or other monitoring services

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

Problem with product or service terms changing
Complaint: On XX/XX/2018 I went in to the XXXX XXXX in XXXX XXXX XXXX XXXX XXXX Ma XXXX I walk up to the teller swipe my card and then enter my code. After the teller look at me and then look at my three accounts the teller then asks me for my ID I said even though I swipe my debit card and put in my code. After telling her Im just checking my balance Im going to transfer {$200.00} from one account to anther account and them she/teller said I still need to see your ID I said you need my id just to check my account balance and she/teller said yes. So I go over to customer service and tell him the same story and then he ask do I have my debit card with my code and I said yes and then we both go back to the same teller the customer service man ask me to swipe my card I did. And then he said put in your code. I did. And then the teller checks all 3 balance and did transaction and I'm still asking both of them why she needed to see my id NO ONE COULD SAY ANYTHING TO ME .... but I know why I never felt humiliated and embarrassed like that in my life On Monday morning I call that same branch to speak to the manager and he made up so many excuses on why I need an id and got all out of his professionalism and started acting immature over the phone so I told him I will just report it to the XXXX and the Manager / XXXX said he dont care an then I hung up.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-07-29

Yeagertown, PA

Took or threatened to take negative or legal action

Debt collection: Credit card debt

Threatened or suggested your credit would be damaged
Complaint: Santander bank employee advised me not to make a payment while she investigated my account ... during this time they reported me late to the credit bureau even tho they told me not to pay it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-07-28

Lawncrest, 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

2018-07-26

Bronx, NY

Managing an account

Checking or savings account: Other banking product or service

Fee problem
Complaint: I am making a complaint due to improper sales practices by Santander Bank. I created this account specifically to warn anyone thinking of banking with Santander to run AS FAR AWAY from this bank as you can, specifically if you receive wire transfers. I opened up an account specifically because on the Santander website, it stated that " Recipient saves money as the incoming wire in foreign currency has no fee ''. Proof : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I contacted a customer service rep just to be sure, and they told me there would be no fee assessed if the funds are incoming in a foreign currency. I also asked if there would be an intermediary bank used to assess the foreign currency ( since my company prohibits this ), and she said since Santander was a large enough bank, it would be processed directly by them. I thought to myself " Perfect! I can use this as my bank account to receive money while I teach online. Then, I go to the branch itself to open up the account, and SURPRISE! The rep said there would be a {$13.00} fee assessed, and that Santander uses and intermediary bank. She calls a service rep to confirm, and he sided with her. I call another service rep, and they say that no fee is assessed. She even wrote on my account that no fee should be assessed for the incoming wire transfers in foreign currency. I asked for this in writing, and this is when they began dodging my calls. I even had a rep hang up on me. Four more phone calls to 3 different service reps, 3 different departments, and 4 hours in total on hold later, the service rep replies " I really don't know. Is there anything else I can assist you with? '' I asked to speak with a manager, who said " We charge a fee. '' Me : " So the website is incorrect? '' Manager : " Well, presently, we need to update the information on the website to better reflect ... '' Me : " So the website is incorrect? '' Manager : " Yes '' And hung up.
Company Response: Closed with explanation

Timely Response

2018-07-26

Brooklyn, NY

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I deposited a check on Friday, XX/XX/2018 for {$2500.00}. This check was for services to be rendered on behalf of the person who drafted and tendered the check to me. On Monday, XX/XX/2018, I looked at my account and saw the transaction was no longer pending and that the full funds were available. In light of the check clearing, on Tuesday, XX/XX/2018, I performed the services for which the check was tendered. I relied on the clearing of this check in performing my services. On Wednesday XX/XX/2018, I saw that there was a pending transaction, reversing the {$2500.00} deposit as there were " insufficient funds ''. I contacted Santander Bank ( my bank ) and they said it was strange and that the funds clear within three days. I said yes, it showed clear. I contacted the person who tendered the check and they were extremely apologetic and said they " accidentally '' deposited the funds for the purposes of the check in their savings account instead of checking and that they would immediately deposit the funds directly into my account. That never happened. On Sunday XX/XX/2018, this person stated they no longer need my services and that the money would not be replaced. I contacted the bank again on Monday XX/XX/XXXX and they gave me every excuse available. My funds cleared by the latest that Monday. How could they reverse it on Wednesday. What if that was my escrow account? What if they wanted a refund and I tendered the money back to the person ... only to get the original transaction reversed. The bank send a bunch of things about courtesy in making the funds available but how can anyone transact business without knowing the funds may be reversed? I asked the bank to submit a fraud claim but I was told to contact the person 's bank, XXXX XXXX. XXXX XXXX said I need to contact Santander. No one wants to give me answers, take responsibility or help me. Either she had the funds in the account and withdrew them after I performed the service or never had the funds in the account 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

2018-07-25

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

2018-07-25

Berkshire Heights, PA

Applying for a mortgage or refinancing an existing 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

2018-07-25

New Brit, CT

Managing an account

Checking or savings account: Other banking product or service

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

2018-07-25

Staten Island, 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

2018-07-23

Gloucester City, NJ

Attempts to collect debt not owed

Debt collection: Mortgage debt

Debt was already discharged in bankruptcy and is no longer owed
Complaint: My bankruptcy was discharged in 2014. The lender of the loan in question ( Santander ) was also listed in the bankruptcy and the loan was discharged. The original lender ( XXXX ) was bought by Santander bank. Apparently, Santander is assigning loans and has started sending bills for this very same discharged loan. I also just found out that Santander has managed to add a " delinquency '' on my credit report which is of course affecting my credit score. I suppose to benefit them in some way, the entry on my credit report goes back to right before I filed for bankruptcy. My thinking is they did so to make it look like it wasn't added to the bankruptcy. Yet again, I have never had an account directly with this bank. They have essentially fabricated a new account in my name, and established their own line of delinquency, so they can attempt to collect the debt that has already been discharged.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-07-23

Arlington, MA

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

2018-07-23

Menges Mills, PA

Managing an account

Checking or savings account: Checking account

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

2018-07-20

Boston, MA

Managing an account

Checking or savings account: Checking account

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

Timely Response

2018-07-19

Camden, NJ

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

2018-07-19

Jamaica, NY

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

2018-07-19

MA

Closing on a mortgage

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

Complaint: I have applied for an HELOC from Santander Bank, headquartered at XXXX XXXX XXXX, XXXX, MA. The Consumer Credit Processing office is located in XXXX, Rhode Island. I have made numerous requests to receive specimen copies of all documents ( " CONTRACTUAL DOCUMENTS '' as defined by CFPB ) that I will be asked to sign at the closing so that I have ample time to review them myself and to then have them reviewed by my legal advisor. 1. THE BANK REFUSES TO PROVIDE THESE DOCUMENTS. 2. THE PROCESSING CENTER STAFF REFUSES TO PROVIDE THE NAME AND TELEPHONE NUMBER FOR A PERSON IN THE GENERAL COUNSEL 'S OFFICE. 3. THE BANK APPEARS TO HAVE DELIBERATELY CONCEALED TELEPHONE NUMBERS FOR ITS EXECUTIVE OFFICE AND OFFICERS TO PREVENT A CUSTOMER FROM ESCALATING REQUESTS SUCH AS THIS ONE. XXXX. THE BANK IS ENGAGED IN AN UNFAIR AND DECEPTIVE BUSINESS PRACTICE BY INTERFERING IN ITS CUSTOMERS ' RIGHT TO INSPECT LEGAL DOCUMENTS AND TO HAVE THEM REVIEWED PRIOR TO CLOSING ON THE 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

2018-07-18

Everett, MA

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

2018-07-17

Brooklyn, NY

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

2018-07-16

Brooklyn, NY

Problem caused by your funds being low

Checking or savings account: Checking account

Bounced checks or returned payments
Complaint: Friday XX/XX/XXXX, my subscription XXXX had taken their weekly payments of {$18.00} and {$9.00}. Right after the bank charged a overdraft fee for both pending transactions. My balance was - $ XXXX. That night at XXXX I made 2 deposits. One deposit was an atm cash deposit of {$240.00}, 2nd was a check deposit at the same Atm of $ XXXX. Saturday I spoke with a representative, My balance was $ XXXX by the time I gotten everything situated on the phone. Today I check my account and XXXX returned the payments the bank said they paid and charged me the overdraft fees in the first place. My balance was suppose to be $ XXXX. I shouldnt be charged a returned fee for payments I already paid a overdraft fee for.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-07-16

Elizabeth, NJ

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

2018-07-16

Reading, PA

Applying for a mortgage or refinancing an existing 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

2018-07-16

NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have a mortgage with Santander Bank that is close to payoff because a sizable amount of extra money is applied to the principle each month. I made my XX/XX/XXXX payment including extra principle and Santander received & deposited the checks but did not apply the payment to my account. Up until XX/XX/XXXX, my checks were received and deposited by Santander but starting in May, the merchant name changed to XXXX XXXX. I have made several calls and was finally told by Santander Mortgage Service on XX/XX/XXXX that my XX/XX/XXXX payment has not been recorded. I've spent time with rude Collections people and nice Mortgage Service Specialists who were not able to help me other than to give me an e-mail address to send canceled check copies to. On XX/XX/XXXX, I sent check copies and a spreadsheet showing what my payments were and what my balance should be. I have received one statement dated XX/XX/XXXX, and the loan balance on that statement went up instead of down! It is now XX/XX/XXXX and there is no acknowledgement from Santander that they have the information that I sent and are working on resolving the 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

2018-07-15

Villa Santa Ii, PR

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

Timely Response

2018-07-12

Managing an account

Checking or savings account: Checking account

Problem making or receiving payments
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-07-12

Phoenixville, PA

Incorrect information on your report

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

Account status 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