SANTANDER BANK, NATIONAL ASSOCIATION

2018-05-29

NJ

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: There have been fraudulent withdrawals from both my checking and savings accounts. I have visited the bank ( Santander ) on multiple occasions but they have frozen my account and refused to refund or give me a temporary credit for the stolen funds. Because my account is frozen I can not gain access to look at all of the transactions and confirm whether or not they are genuine. I have also filed a police report
Company Response: Closed with explanation

Timely Response

2018-05-29

Boston, MA

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

2018-05-29

Harrisburg, PA

Opening an account

Checking or savings account: Checking account

Unable to open an account
Complaint: I have tried to open an account at Santander Bank and according to the Fair Credit Act, Santander Bank may be subjected to legal action due to Santander Bank procedures not to verify XXXX XXXX report. I, XXXX XXXX verified with XXXX XXXX and XXXX XXXX of XXXX, that my XXXX XXXX XXXX MISSOURI account is PAID IN FULL IN THE AMOUNT OF {$120.00}. I also spoke with XXXX of XXXX on XX/XX/2018 who transferred me to XXXX speaking interpreter, and stated to take legal action against XXXX, with XXXX XXXX as a Co-defendant.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-29

Neptune, NJ

Incorrect information on your report

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

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

2018-05-26

Bloomfield, NJ

Fees or interest

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

Charged too much interest
Company Response: Closed with explanation

Timely Response

2018-05-23

Nyc, NY

Managing an account

Checking or savings account: Savings account

Deposits and withdrawals
Complaint: On XX/XX/XXXX Santander bank allowed a money transfer of XXXX dollars to be wired out of my account without notifying me of the demand from another person and anther bank. The request happens to be a scam from who ever made the request.. I suspect several individuals being involved as the amount wired out of the account equals a wired transferred into the account on XX/XX/XXXX. My account at that time was XXXX. I have been involved with Santander Bank in recovering the funds. We have but a block on the old account. We have removed most of the funds in the old account into a new account. The old account has been blocked but kept open so when the funds are recovered the paper trail can be followed in order to put the funds into the new saving account. I do not understand why the bank thinks it can remove funds out of a private client 's account without notifying him/ her and to get the client 's approval. This would stop scammers from using this security breach from stealing funds from unsuspecting individuals
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-23

Howell, NJ

Problem with a lender or other company charging your account

Checking or savings account: Other banking product or service

Money was taken from your account on the wrong day or for the wrong amount
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-22

Three Bridges, NJ

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: My name is XXXX XXXX and I am a customer with Santander Bank since XX/XX/XXXX holding a small business account with Ac # XXXX. Name on the account XXXX XXXX, XXXX. I was introduced to Santander Bank by your small business marketing Mgr XXXX XXXX. My account was compromised by {$12000.00} on XX/XX/XXXX which I found out when I reached the bank to send a international wire transfer which is a normal activity that I have done from my business account. My daily morning routine has been to check my account balance online and to ensure if funds have been made available and also to check if my issued checks have been cleared. On XX/XX/XXXX morning when I checked my balance I had {$16000.00} and the funds were fully available. That afternoon when I went at the XXXX XXXX branch in XXXX to make a wire transfer of {$9300.00} to my vendor overseas who supplies me with merchandise, I was informed by the banker that I did not have enough funds in my account to proceed with this activity as a domestic wire of $ XXXX was sent this afternoon. I was shocked and concerned at the same time and requested the banker to call the wire department to stop the wire as I had no knowledge of this and I did not authorize or make a request online to transfer funds anywhere. I have NEVER sent a wire ONLINE ever with Santander and have always gone to the branch to send a wire. This bank is right opposite my office building in garment district and all the bankers in that branch know me and also know that I have always been there to do a wire. I was sitting at that branch for 4 hours worried with what had just happened. I was assured by the banker to not worry as they will investigate this and get back to me as soon as possible. Today I am writing to you to ask for your help in getting this matter resolved. I am a small business owner and can not afford to have funds missing from my account. This thought is frightening to me that a bank which is considered a safe institution can easily be hacked/fooled in removing funds from your clients account. How does something like this happen at a bank? There has to be some sort of verification that has to take place before releasing funds from someones account. It was implied that my PC was hacked and that is where all this began. I have a PC with built in firewall and security and I check my business account, my personal account, my kids account my credit cards all from there. There was no problem anywhere except with Santander. I am beyond frustrated at this point as I am only getting a run around from all of this. I requested the bank to give me credit for the missing funds so I am not forced out of business and that too never came through. Please look into this matter urgently. I am hopeful now that I am reaching out to you all to look into this for me and help get this resolved as soon as possible. Thank You XXXX XXXX XXXX XXXX, XXXX
Company Response: Closed with explanation

Timely Response

2018-05-18

Hilliard, OH

Improper use of your report

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

Credit inquiries on your report that you don't recognize
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-17

NJ

Trouble during payment process

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

Complaint: I closed on a HELOC with Santander last fall. It was a 30 year loan with a 20 year draw period and a ten year repayment period. I signed up for interest only payments for the draw period, with an eye towards locking the interest rate at some point. On XX/XX/XXXX, I called Santander to lock the interest rate on my HELOC. I spoke with a consumer lending supervisor out of Pennsylvania by the name of XXXX XXXX. XXXX explained to me that my interest rate would go up from 5.75 % to 5.94 %. I specifically asked him what my new payment would be and he estimated it at {$500.00} for 15 years. I asked him what the interest rate would be after that period. He said he was not sure and that we would cross that bridge down the road. Flash forward to XX/XX/XXXX. I am online looking at my accounts for another reason and I see that my next monthly payment has more than doubled. My payment in XX/XX/XXXX was {$460.00} and my payment for XX/XX/XXXXis {$1100.00}. I am surprised and call Santander to find out what happened. It is explained to me then that when the interest rate was locked, this automatically restructured the loan as a 15 year fixed interest rate loan. XXXX XXXX never explained this to me and, in fact, was seemingly unaware of this ( to think he knowingly misled me is ghastly to consider ). Recorded phone conversations will confirm my account. I also never received documents to sign or any correspondence from Santander regarding the rate lock and the terms. Conversations with Santander agents were less than helpful. I was told that research could take 5 business days or more and the resolution time beyond that varies. On XX/XX/XXXX, when I mentioned to a supervisor named XXXX that I would be submitting a CFPB complaint, I finally made some progress. XXXX called me back and told me she could reverse the rate lock on her screen ( why didn't the several other supervisors and agents that I spoke with realize this? ). XXXX told me that my terms would return to what they were before the rate lock ( which would be interest only payments during the draw period ). The caveat, she explained, was that my XX/XX/XXXX payment would still be {$1100.00}, which is significantly higher than the {$460.00} payments ( there and about ) I am used to. Given that the mistake was egregious ( a supervisor either willingly misled me or was grossly negligent in how he handled the rate lock conversation and, then, request ), I do not believe that I should be forced to make the {$110000.00} payment. I would like to have my XX/XX/XXXXpayment recalculated to be an interest only payment based on the original loan terms.
Company Response: Closed with explanation

Timely Response

2018-05-16

Columbus, OH

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: My complaint involves Santander Bank and their refusal to honor their zero-liability policy. They denied my claim for the very reason someone would file a claim. Apparently they denied my claim because the fraudulent charges were made within walking distance of my last valid transaction. I didnt know thieves were supposed to adhere to strict guidelines when stealing someones debit card. Also, they said the chip was used in the debit card. Hmm, when they stole my debit card they also stole the chip embedded inside the card??? No kidding, geniuss! Also, the PIN was used. Not sure how they got the PIN, but my last transaction was PIN-based and they could have seen me enter it. Who knows? The fact is, I didnt make these charges ... XXXX for {$17.00} on XX/XX/2018 Cash Withdrawal for {$800.00} on XX/XX/2018 Cash Withdrawal for {$180.00} on XX/XX/2018. Santander needs to protect their customers, not throw them under the bus.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-15

Acushnet, MA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-05-15

Monmouth Park, NJ

Closing on a mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-05-14

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

2018-05-14

Danvers, 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

2018-05-14

Estero, FL

Managing an account

Checking or savings account: Savings account

Banking errors
Company Response: Closed with explanation

Timely Response

2018-05-11

Baederwood, PA

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

2018-05-11

Edgemere, MA

Managing an account

Checking or savings account: Checking account

Cashing a check
Company Response: Closed with explanation

Timely Response

2018-05-08

Ocklawaha, FL

Lost or stolen check

Money transfer, virtual currency, or money service: Traveler's check or cashier's check

Complaint: I lost or had my cashiers check stolen on or about XX/XX/2015. The check was drawn on my Santander Bank account. I had Santander branch # XXXX research the matter they found {$4000.00} and {$10000.00} check, but not the {$14000.00} check in question. Somebody cash the check or if lost their account will be off {$14000.00} somewhere? I will assist with all information regarding this matter, as soon as you need. Thank you for any assistance you can do. XXXX XXXX. 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

2018-05-07

Providence, RI

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: On XX/XX/XXXX I attempted to deposit into my Santander account two checks that I received from my Home Insurance to cover storm damages to my house, so that I can have the house repaired. One check was for {$350.00}, and another was for {$8400.00}. Both checks were made out to myself and c/o XXXX my mortgage company. Both checks were endorsed in the same way by my mortgage company. The smaller check went through with no issues. After not seeing the {$8400.00} amount showing up on my account as a deposit after several days, I called Santander customer service to ask what the issue was. They claimed that due to the amount of the check, it was put on fraud hold. I went back to my bank in person on SaturdayXX/XX/XXXX, where they wanted me to fill out a fraud document, which I did, but they will still not tell me when they will deposit this money to my account and it is nowXX/XX/XXXX. They will not give me any information about when these funds will be available.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-04

Hillsdale, 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

2018-05-04

E Lansdowne, PA

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

2018-05-04

Allston, MA

Opening an account

Checking or savings account: Checking account

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

Timely Response

2018-05-01

Beverly, MA

Getting a credit card

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

Application denied
Company Response: Closed with explanation

Timely Response

2018-04-30

Rochdale, NY

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

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

Problem with personal statement of dispute
Complaint: I had a XXXX XXXX unit in XXXX NY when I was overseas. After I returned to the US from overseas in XX/XX/XXXX, I had closed my storage unit with XXXX XXXX at XXXX in the month of XX/XX/XXXX. The monthly autopay was set up with XXXX XXXX XXXX XXXX XXXX. In the month of XX/XX/XXXX I had requested XXXX XXXX to freeze my account but they failed to do so. Inspite of closing my account for the month XX/XX/XXXX XXXX XXXX fraudulently charged my account for $ XXXX/-. I disputed the same with XXXX XXXX XXXX XXXX XXXX with all my back up documents and the vacant storage unit receipt and they did not help me at all. Instead kept adding late charge and raised the level from $ XXXX/- to $ XXXX/- and reported my account as a charge off to the 3 credit bureaus. Since then my credit scores have been tremendously effected and the incredible low score has blocked me from getting a mortgage I had applied for. I feel this is malicious retaliation and I am not willing to put up with this wrongful act any longer. Please help me in resolving this reprehensible act created by Santander and 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