SANTANDER BANK, NATIONAL ASSOCIATION

2018-06-15

Palmerton, PA

Managing an account

Checking or savings account: Savings 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

2018-06-14

East Freehold, 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

2018-06-14

Phila, 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

2018-06-14

Amesbury, MA

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

2018-06-13

Carver, MA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Santander Bank, NA holds a first mortgage on the single family home of my wife and I located at XXXX XXXX XXXX, XXXX, MA. Loan number XXXX. Santander Bank, NA sent me 2 letters, dated XX/XX/XXXX and XX/XX/XXXX, received by me this week, requesting that I obtain flood insurance or the bank will force place a flood insurance policy which will " likely be more expensive and offer less protection '' than a policy I might privately obtain. In years past my single family house ( locus : XXXX XXXX XXXX, XXXX, MA. ) was in a special hazard zone, according to the FEMA map. But on XX/XX/XXXX, Case No. XXXX, FEMA issued a Letter of Map Amendment ( LOMA ) determining that my home ( " the structure '' ) was not in the SFHA, removing the bank 's right to require flood insurance for my home. I notified Santander and provided them with a copy of the LOMA pertaining to my property. Upon information and belief, I also advise that my private flood insurance provider ( XXXX XXXX XXXX XXXX XXXX ) also supplied notice, as required, to my mortgagee bank that it was canceling coverage and rebating a portion of my premium resulting from the application of the LOMA to my property. I did receive a rebate from the flood insurer. More significantly, by letter dated XX/XX/XXXX, and made part hereof by such reference, addressed to my wife, Santander acknowledged that since my property " is no longer located in a Special Flood Hazard Area, it is no longer required that you maintain Flood ( sic ) insurance to cover the property. '' Santander sent two ( 2 ) of this same acknowledgement letter addressed to my wife, and none to me, and each of these letters references a second mortgage which was paid in full and discharged this year. Because of the LOMA, Santander made no flood insurance demand in XX/XX/XXXX. Upon review of Santander 's letters of XX/XX/XXXX and XX/XX/XXXX, received XX/XX/XXXX, I called the bank and was referred to " customer/ service '' and had a conversation with an individual who would only identify herself as " XXXX '' ( XXXX ). XXXX was very rude and curt and continually spoke over me as I tried to explain that I had no obligation to obtain flood insurance and that I objected to Santander 's threat to force place a flood insurance policy on my home. At first she claimed that my property was in a flood hazard zone, so I was required to obtain flood insurance. I kept trying to explain the LOMA and gave her the case number. She then changed her claim by saying that Santander had been notified by FEMA that the flood map had changed and that the LOMA no longer applied to my property. I asked her to provide me a copy of this alleged documentation from FEMA and she refused. She told me to contact FEMA and obtain this information myself. I said to her that I found it unusual that FEMA would provide the bank with notice of this alleged change, but not provide such notification to me. She then said that FEMA 's notification to Santander was verbal and acknowledged that the bank had not received anything in writing from FEMA to contradict the LOMA in effect. She reiterated that Santander 's position on the flood insurance requirement was firm and that if I had any " problem '' with that, I should take it up with FEMA. I did call FEMA ( XXXX ) after speaking with " XXXX '' from Santander. I gave XXXX at FEMA my LOMA case number and he checked and confirmed that there had been no map change since my LOMA was issued on XX/XX/XXXX, and that my LOMA was still in effect. Included and made part of this complaint by attachment and reference : ( 1 ) FEMA LOMA ; ( 2 ) Santander acknowledgment dated XX/XX/XXXX ; ( 3 ) Santander letter dated XX/XX/XXXX ; and ( 4 ) Santander letter dated XX/XX/XXXX. My complaint is that Santander Bank, NA either : ( 1 ) intentionally misrepresented my mortgage obligations vis a vis flood insurance in order to improperly obtain financial profit or gain for the bank or its agents, officers and/or employees to the economic detriment, emotional distress and physical injury of myself and my wife, or ( 2 ) negligently misrepresented my mortgage obligations vis a vis flood insurance to the economic detriment, emotional distress and physical injury of myself and my wife.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-06-12

Brooklyn, NY

Fees or interest

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

Problem with 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

2018-06-11

Phila, PA

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

2018-06-11

Black Horse, PA

Managing an account

Checking or savings account: Checking account

Problem making or receiving payments
Company Response: Closed with explanation

Timely Response

2018-06-08

Reading, PA

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

2018-06-07

East Freehold, NJ

Managing an account

Checking or savings account: CD (Certificate of Deposit)

Problem accessing account
Company Response: Closed with explanation

Timely Response

2018-06-07

Norwood, 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

2018-06-06

Nyc, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have a 15 year fixed mortgage with Santander Bank. I paid off the full balance on XX/XX/XXXXbut the XXXX tax document of XX/XX/XXXX never arrived. I called Santander bank and was transferred to the new servicer. The new servicer said that they took over in XX/XX/XXXX and could not find my information based on provided loan number, name and property address. No help provided despite the follow 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

2018-06-06

PA

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: On XX/XX/XXXX, a charge of {$200.00} was deducted from my checking account from XXXX that I did not authorize. On XX/XX/XXXX once I was notified electronically, I contacted my bank, Santander, and advised them about the unauthorized charge on my account and to dispute the charge. I also contacted XXXX to file a complaint and to dispute the charge. The next day, I received an email from XXXX that my checking account was refunded the {$200.00}, and the charge was made for a XXXX purchase. I thought the case was resolved, then on XX/XX/XXXX, I received a letter from Santander advising me they agree with the merchant and my checking account will be charged the {$200.00} for the XXXX purchase. I tried to call Sandtander 's card claims contact center twice and was on hold for over 10 minutes. I decided to email their contact center to request a call. I do not agree with their decision and no determination documents were attached.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-06-05

Lakeview, NY

Fees or interest

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

Unexpected increase in interest rate
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-06-05

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-06-04

Kendall Park, 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

2018-06-04

Dover, NJ

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

2018-06-04

Allentown, PA

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Company Response: Closed with explanation

Timely Response

2018-06-01

Kenmore, MA

Managing an account

Checking or savings account: Savings account

Banking errors
Complaint: Money market account was supposed to be paying XXXX basis points which was discussed with my commercial banker and have details in writing. Rate fell down to XXXXbps and I was told by XXXX XXXX ( SVP Commercial Banking ) that it was brought back up to XXXXbps per my agreement with the bank. Called the bank earlier this week and was told this still had not been done ( according to XXXX ) as my account was still paying XXXXbps. Left a voicemail for XXXX XXXX and have not heard back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-06-01

Washington Green, CT

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

2018-05-31

Merrimack, NH

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

2018-05-31

FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Back in XX/XX/XXXX my wife and I were granted a forebarance relative to our first mortgage ( Santander Bank ) on a second home in XXXX XXXX due to the effects of Hurricane Irma as we currently live in XXXX. We followed the rules and paid the escrow amount requested every month ( {$400.00} ). Because of an administrative mess up the forebearance was continued until XX/XX/XXXX. As instructed by Santander Bank we submitted a plethora of financial information to them to determine how to administer the outstanding amount. In the interim however we were informed by the Santander single point of contact that the servicing for our loan was assigned to XXXX. I was also told that my monthly payment for XX/XX/XXXX was {$890.00} which I paid. A few days later I received a call from XXXX and was told I owed {$9000.00} and had to pay by XX/XX/XXXX. Since that time I have spoken with the loss mitigation manager XXXX XXXX ( XXXX XXXX ). However for more than 2 weeks I have not received a call back nor any written communication regarding the change in loan servicing or my situation coming out of the forebearance. In the last three days our credit scores have decreased 90 points each! No one has called back despite repeated pleas for help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-31

Queens, 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

2018-05-30

E Wareham, MA

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

2018-05-30

West Brandywine, PA

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Complaint: I on XX/XX/XXXX I deposited a {$30.00} check from my client into the Santander XXXX branch ATM. The check was scanned incorrectly as {$130.00}. I called Santander customer service to have {$100.00} deposited back into my client 's bank account at XXXX and the rep said she wa putting in a claim for {$100.00} to be transferred back to my clients account. She gave me a reference number, which I currently don't have with me. I did not get her name or ID number. She told me to call back in the following day or two, after the deposit left the pending status. I called back 2 Days Later and nothing had been done with the claim at that point. My client had still not received her money. I called again on XX/XX/XXXX and spoke with an alleged supervisor, who said the claim was incorrectly encoded. He then said he would fix the error and gave me a reference number of XXXX for the corrected claim. Since it had already been one week, he said he would email the person who does the adjustments, requesting he or she expedite the claim as quickly as possible. I called again on XX/XX/XXXX and a rep said the supervisor that I spoke with did not notate our conversation or a reference number on their computer system. I found that very unsettling and the rep did not understand either. At this point, nothing had been done because I have been in contact with my client throughout this process. She said she never received the money in her account. I continue to make many more phone calls for updates, especially after discovering that on XX/XX/XXXX, {$100.00} was deducted as a debit adjustment from my checking account. However, it never went into my clients account at XXXX. I got my XXXX Santander XXXX involved. XXXX, the branch manager, said she would get back to me at the end of the day on XX/XX/XXXX. She did not. I called two more times that day and spoke with other employees there. Please see all phone calls made to Santander by myself on the attachments as well as the many times I spoke with XXXX mostly at Santander XXXX. I ended up cacalng XXXX at XXXX yesterday and today after XXXX said she spoke with him regarding getting the money from the federal reserve put into my clients account. He said there should be no issue and that, if Santander did everything correctly, the money would be deposited immediately into my clients account. It did not happen. She is still waiting. I then called claims at Santander corporate on XX/XX/XXXX and spoke with XXXX, ID XXXX, who said she would look into it and get back to me by the end of the day. She never got back to me. I called today, XX/XX/XXXX, and spoke with a customer service rep, who said she would get the tracing information for me which I should then give to my client to trace the whereabouts of the {$100.00}. She kept me on the phone for 25 minutes and then told me that research did not have that information and that I need to speak with claims. I originally asked to speak with claims. Her name and ID number are XXXX, ID XXXX, after I pushed her into giving me her ID number. She said they were not allowed to give it out and I told her that is the reason for the ID numbers. She said she would speak with her supervisor and put me on hold. She came back and gave me the number. I then waited for 25 minutes on hold to reach the claims department. XXXX, ID number XXXX, said he would put me on hold and make some phone calls to try and understand the situation. I already explained it and most of the notes were in the computer system. I then patiently waited until he returned and he said a tracing request form should have been completed a while ago to trace the money. He said he already completed the form and that we would wait for the info. This has been very frustrating and quite frankly, XXXX. Please refer to my attachments and you will see the many times I tried to get information on the whereabouts of the XXXX dollars. I even called the Federal Reserve today, who told me funds are immediately released from the Federal Reserve and that the money just passes through the Federal Reserve Bank before going to its destination. The customer service rep there referred me to your organization.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response