SANTANDER BANK, NATIONAL ASSOCIATION

2017-11-29

Raymond, NH

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Complaint: On Friday XXXX XXXX, XXXX I tried to access my online banking account to transfer money between my operating account and my payroll account to fund the weeks payroll. The website came up with a message that the site was down for maintenance until XXXX XXXX XXXX. I waited another hour before trying again. When I was unable to access online banking a went to my local branch that I normally conduct business at. When I was at the teller window the teller provided me with the balances in my accounts. It was at this time I realize that {$40000.00} was missing from one of my accounts. The teller asked me if I had performed a wire transfer for this amount. My answer was no and I was asked to see a manager. Some how a on line banking wire transfer was performed on my account. The banker XXXX XXXX placed a call to their fraud & wire transfer departments. Through her I was told the transaction was still in a pending state and that a recall was placed on the funds. I was told to check back with them the following day for an update. Saturday morning XXXX, XXXX I went to the XXXX MA police department to file a report, there was some uncertainty as to which police department I should be filing the report with because my business is located in XXXX, but the branch is located in XXXX NH. The next day I went to the branch and XXXX was not in, but the branch manager XXXX XXXX was, she came out from behind the teller windows to tell me that side of the branch was closed due to staffing shortages and she could not help me today and to return on Monday. I returned on Monday XXXX/XXXX/XXXX and met with XXXX she provided me with a hand written chronology as to what had transpired so far, as well as an internal message from the fraud department. I was told they were able to contact the receiving bank, XXXX XXXX XXXX and freeze the money in the receivers account. I was told the only way the money could be removed from the account was for the person to come to a branch to claim the funds and to prove it was not a fraudulent claim. I have continued to go to the bank daily to deal with a variety of different items such as checking the old accounts to notify parties who may be seeking payment through XXXX 's and to also work on opening new accounts. At the same time calls where placed by one of the bankers assisting me to get a update on the fraud claim. Today Wednesday XXXX/XXXX/XXXX in speaking to banker XXXX XXXX he placed the call to the fraud department. After himself being bounced from one person to another he was finally able to reach someone who told him the funds had been released by XXXX XXXX XXXX to the fraudulent party and therefore they can not send the funds back to Santander Bank. The banker continually asked what the next step was and was never provided an answer from the fraud person. During the conversations XXXX stopped several times to ask me different questions, one question that struck me as odd was whether I signed a hold harmless agreement, which I had not. Overall I feel that the branch personnell is inadaquately trained to deal with these types of issues and as a result I have lost {$40000.00}. Also I feel XXXX XXXX XXXX, if they did in fact tell Santander the funds were frozen should never have released them. I also feel there should be some form of protection for the consumer and that it is a known policy of the bank that they do not cover these types of fraud situations.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-11-28

Milton, 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

2017-11-28

Worcester, MA

Managing an account

Checking or savings account: Other banking product or service

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

2017-11-27

FL

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: On XX/XX/XXXX {$300.00} was withdrawn from a joint checking account with my wife for payment to SSA Treasury. On XX/XX/XXXX, {$170.00} was withdrawn from the same checking account for payment to Treasury. The reason I was told is that my father needed to repay a SS check that was issued to him in error after his XXXX. I was told the bank had the authority to go into a joint account with my wife since I had a joint account with my father. I was also told that they could so without any notification on the banks part. I have asked on 2 occasions that they provide to me in writing the rule/regulation that allows them the authority to do the above and what authority allows them to do so without notification. The bank has not provided that letter after 2 requests. The bank is Santander Bank. The joint account is XXXX 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

2017-11-21

Rochdale, NY

Opening an account

Checking or savings account: Checking account

Unable to open an account
Complaint: XXXX XXXX 's ATM card was stolen and a fraudulent check was deposited via mobile banking and withdrawn via ATM by the thief. When Santander Bank recognized the check was fraudulent, the funds were removed from XXXX XXXX 's account, resulting in a negative balance. When XXXX XXXX went to the bank to ask for help and ask why her account was negative, Santander insisted she pay the negative balance, even though a thief was using her account for fraudulent activity.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-11-20

Brooklyn, NY

Closing an account

Checking or savings account: Checking account

Can't close your account
Complaint: I closed a personal checking account held at what is now Santander Bank on XX/XX/XXXX. The bank has it closed as of XX/XX/XXXX. Regardless they still send me Statements, which show a XXXX balance. I tried on a number of occasions to correct this problem, get them to acknowledge that the account is closed and to stop getting the statement, both at the branch and with the Company headquarters. The latest attempt was on XX/XX/XXXX, where XXXX XXXX XXXX provided me with a letter on Santander letterhead, stating that I do 'not hold any open consumer deposit at Santander Bank NA '. He advised that I would not get any additional mailing from the company after XX/XX/XXXX. XXXX XXXX is a Santander Personal Banker at XXXX XXXX XXXX XXXX, XXXX NY XXXX Branch ( XXXX ) XXXX. Recently I received a 'Statement Period XX/XX/XXXX-XX/XX/XXXX Santander Value Checking statement '. It shows a XXXX dollar balance and below that in the section 'Important Notice ' it states 'We may begin charging an Inactivity Fee '. Kindly assist me in getting this account shut down and ensuring that Santander stops mailing statements to me. Thank you for your assistance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-11-20

Staten Island, NY

Getting a credit card

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

Application denied
Complaint: On the XXXX XXXX, 2017. I applied for a credit card in Santander bank, but i was denied because my credit score shows XXXX ( XXXX ). I am confused because I banked with santander bank and there is no way I can build a credit if i do not have a credit 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

2017-11-20

Walnut Creek, CA

Problem when making payments

Payday loan, title loan, or personal loan: Personal line of credit

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

Timely Response

2017-11-20

Flushing, NY

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

2017-11-19

Maynard, MA

Closing an account

Checking or savings account: Checking account

Can't close your account
Complaint: i closed my checking account # XXXX in person at the branch in XXXX, MA. 2 weeks later, the account was " reopened '' due to a payment being debited to a XXXX XXXX credit card that was attached to the account. There is absolutely no way that an account should have been " reopened '' because of this. If anything, I would owe a late payment to XXXX XXXX. Santander Bank has no right to be paying my bills from an account that I closed. This is fraud. The representative on the phone told me that even though an account is closed, Santander Bank has an obligation to pay any bills attached to it. It 's not Santander 's obligation to pay my bills. If anything, i would have to deal with the issue with the debiting bank. It should be noted that the representative specifically stated that the account was " reopened. '' With all of the sales practice concerns and inappropriate account openings occurring at large financial institutions, i know this is a buzzword for the industry.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-11-17

Queens, NY

Fees or interest

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

Charged too much interest
Complaint: I 've been a faithful customer of Santander Bank since XX/XX/XXXX, when I opened a XXXX credit card with a promotional APR of 0 % for 24 month that expired around XX/XX/XXXX/XX/XX/XXXX. In XX/XX/XXXX paid the remaining balance of {$5700.00} in full ( which included {$110.00} of interest ) and in fact, over paid by {$4.00} on XX/XX/XXXX. The first payment for {$5600.00} was processed on XX/XX/XXXX leaving a remaining balance of {$110.00} on XX/XX/XXXX when I processed the final overpayment of {$110.00}. To my surprise, I received my statement today which showed an outstanding balance of {$36.00} ; an interest charge of {$40.00}, & the {$4.00} overpayment was credited to total leaving the balance at {$36.00}. I called Santander 's customer service line and explained to the customer service representative this was an over charge because I had cancelled the balance in full on XX/XX/XXXX and in fact over paid. The employee acknowledged this to be true but refused to issue the credit for {$36.00} to my account or file a dispute on my behalf, so I asked to be transferred to her manager who took the call and proceeded to re-verify my identity requesting my name, address, FULL Social security Number, phone number, date of birth and then asked my permission to view my credit report to continue verifying my identity which I agreed to. Upon asking me 4 additional security questions, one of which I was confused by, I responded with accurate information and she refused to assist me any further explaining I had to physically go in person at a branch to receive assistance with my account due to fraud potential on my account. When I asked her to clarify what this means and how this is possible she refused to explain, transfer me to her manager or escalate the call and instead transferred my call to the fraud dept. The Fraud Dept was unable to speak with me or assist me further. We ended the call and I called back and was told by the next representative and her supervisor XXXX, that there was a fraud alert on my account and the only way of removing this and getting customer service was by visiting a branch in person -- - even after explaining to her that I am XXXX XXXX and do not have the ability to visit a branch. Also, there are no branches in my area. XXXX then transferred me to his supervisor XXXX who repeated the same thing and insisted there was nothing she or anyone else could do to help me and that I 'd have to visit a branch in person. She proposed mailing in a notarized letter to their Fulfillment Office with my request, but explained I would still need to visit a branch in person because they do not follow up with customers after receiving these requests, and since my account had a fraud alert even if I called back to follow up with them they wo n't be able to speak with me over the phone or provide information about my claim/request due to the alert. I asked if there was a way of verifying my identity like the 1st representative did, with my name, address, full SSN, DOB, transaction history, or emailing/faxing/mailing copies of my ID + other proof of identity ( similar to the process the credit bureaus use to verify identity ) and she said no the only option is going in person. I told her I found it odd that when I applied for the credit card they were more than happy to process by phone without me visiting a branch or even providing proof of identification, suddenly when I have a claim about an overcharge to my acct, they give me such a hard time, making it inherently impossible to receive customer service and failing to provide XXXX customers with viable resolutions. I finally asked her to escalate my complaint and she offered to place one on my behalf which she did ( reference # XXXX ) however nobody has contacted/followed up in response. With each day that passes Santander will continue charging me 23 % interest upon the erroneous {$40.00} of interest I disputed in the first place, and I believe they know this and use this as a strategy to extort more money from customers who have paid them in full. Not to mention they are rudely insensitive to their customers and have no empathy for customer with medical limitations.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-11-17

Princeton, NJ

Problem with a lender or other company charging your account

Checking or savings account: Other banking product or service

Can't stop withdrawals from 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

2017-11-16

Billerica, MA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: This is related to complaint XXXX The issue with Santander has not been resolved. Santander took my XXXX XXXX XXXX payment and applied it to the loan. This shouldnt have happened ; since mortgage payments are made in advance only interest for XXXX XXXX through XXXX XXXX XXXX should have been charged. I was charged XXXX in interest plus an additional partial interest payment of XXXX presumably for XXXX XXXX through XXXX XXXX XXXX dates even though my loan was paid off on XXXX XXXX, XXXX. The XXXX XXXX, XXXX pay off date was confirmed by Santander. This practice is outrageous, deceptive, and if it isnt already, should be criminal. Why is principal and full interest for the month of XXXX being applied to a loan that was paid off in early XXXX, as well as additional interest being applied? I request the following : The additional refund outlined below be returned to my Santander checking account no later than end of business Friday, XXXX XXXX, XXXX. The XXXX interest is owed back to me, as this was an interest calculation for the full month of XXXX, and I was already charged a partial interest payment of XXXX. A detailed explanation of the partial interest calculation on what ending principal balance- although it should be for the XXXX ending balance of XXXX as well as how many days interest the calculation was based on. A full refund of the so called XXXX payoff and XXXX mortgage release fees because of this nonsense Santander is trying to pull. If Santander does not comply with the above request by Friday, XXXX XXXX, XXXX deadline, I will be sue the bank and go public with this story. In regards to Santanders letter dated XXXX XXXX, XXXX it doesnt matter that I didnt contact them to cancel the pre-authorized monthly payment- the payoff should have been calculated on the ending XXXX balance, and not handled such a underhanded manner. Further, I dont believe that it takes ten days to clear a check from a nationally known, reputable lender- another load of baloney. Taking out the loan with Santander Bank was a terrible experience closing on my home was significantly delayed because Santander kept requesting additional information that had not been previously requested and now closing/paying off the loan has been even worse, as Santander is trying to cheat me out of money. Santander does not treat its customers well and practices incompetent and deceptive practices.
Company Response: Closed with explanation

Timely Response

2017-11-16

West Brandywine, PA

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: I signed up for a promotional offer with Santander Bank to get {$350.00} for opening a Simply Right Checking account. I qualified for all their requirements but they are staying that the {$350.00} was only for their Premier Plus Checking account and the Simply Right Checking account was only eligible for {$220.00}. The fine print indicated that the Premier Plus, Simply Right, and Basic Checking accounts were eligible. I have attached the flyer as a reference.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-11-13

Boston, 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

2017-11-13

Sun, AZ

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

2017-11-13

Houghs Neck, MA

Incorrect information on your report

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

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

Timely Response

2017-11-10

Allentown, PA

Closing an account

Checking or savings account: Checking account

Funds not received from closed account
Complaint: In XXXX XXXX I was hired as a Manager for a company that sent me a check in there name for about {XXXX} and I decided to open an account at Santander Bank in my local neighborhood and requested that they check out the check for me and if it was good to place it within my bank checking account if it cleared, where this was a new company that I was not familiar with. They decided to follow through and opened the account and told me that it would take ten days for the check to clear but had told me that I would have to open an account and deposit physical cash in it, which I did for {XXXX}. After ten days I had n't hear anything back from the bank in regards to the deposit of the check and when I went to make a withdraw from the bank on the check, they told me that my account was closed and they never told me for what or sent my deposit back since then. I never pursued it after that and realized the check I had deposited must had been bad but I decided to open an account again after a couple of years had passed in XXXX of this year and told the rep of the problem I had with the bank a couple of years ago and spent well over two hours seeking to clear whatever issues they had with me and my account and I thought we had a understanding and was going to make a new start, so I again opened up an account and placed another deposit of XXXX to do so and was given a online banking account with new account numbers and after a couple of days had passed, I logged onto my online account and was ready to transfer funds from another company that I performed work for and found that I was on block and when I called the customer service they gave the run around for a good minute but after my persistence after several tries and days had passed that it was the XXXX XXXX issue that they had decided to close my account that was XXXX XXXX, XXXX and that they would send me my deposit back via mail, where it is now going on a month since they closed my account and never sent me my deposit back. Which I ca n't understand why they would close my account in the first place for a bad check that someone else wrote, where I had always been in good standings with other accounts I have had over the years with other banks and had paid many bank fees over my many years, where I also believe that they are real crooks and out right have chosen to take people money for their own and are the ones that ca n't be trusted.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-11-08

Billerica, MA

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: I had a mortgage with Santander Bank that was refinanced with XXXX XXXX on XXXX/XXXX/XXXX. Santander Bank automatically withdraws the mortgage payment on the XXXX of every month, from my Santander checking account. Santander withdrew my XXXX mortgage payment on XXXX, XXXX/XXXX/XXXX totaling XXXX from my Santander checking account ( see attached mortgage statement ). My checking account is now overdrawn. I contacted Santander Bank yesterday XXXX/XXXX/XXXX and today XXXX XXXX/XXXX/XXXX and they claimed the payoff funds were not received until Monday XXXX/XXXX/XXXX the day the mortgage payment was withdrawn from my Santander checking account, and although my mortgage with Santander is closed they can not ( or will not ) return the XXXX to me for at least 10 business days, and via a check in the mail. This is unacceptable ; my checking account is overdrawn and I need money for daily and weekly expenses. I want the XXXX mortgage payment automatically returned to my Santander checking account immediately. In addition, the payoff from XXXX was higher than the ending principal balance of my loan with Santander and Santander says it will also take at least 10 business days to calculate the refund to me, at which point they will mail a check to me. Why so long? That is also ludicrous and I want to see that money come back to me as soon as possible. Because of the personal information in the XXXX refinance paperwork I am not attaching the file but can provide that paperwork if needed by BBB which shows that the refinance took place on XXXX/XXXX/XXXX. Thank you for your help with this issue!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-11-07

Chestnut Rdg, 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

2017-11-06

CT

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: The bank I trusted with my money : Santander. On or around XXXX XXXX XXXX I had noticed strange unauthorized activity withdrawing money from my checking account. My card was charged {$92.00} plus an international charge of {$3.00} on XXXX/XXXX/XXXX. Another charge in the same amount was posted to my account only 14 days later. On XXXX/XXXX/XXXX my account was charged again in the amount of {$92.00} with an international charge of {$3.00}. I spoke with a branch employee reguarding the issue and we then set up a complaint and attempt to retrieve money back. My card was replaced at that time. Within about three business days one of the charges had been refunded. The amount refunded was {$92.00} plus the international charge of {$3.00} was refunded to my account on XXXX/XXXX/XXXX. I was still waiting for the remainder of the refund. The amount I was waiting on was {$92.00} plus {$3.00} international charge. On XXXX XXXX XXXX my account was over refunded two refunds in the amount of XXXX and an international charge of {$5.00}. My expected refund was only in the amount of {$96.00} total. The over payment was not my fault and was in the amount of {$96.00} plus {$5.00}. On XXXX XXXX XXXX I had noticed the overpayment was taken out of my account in the amount of {$92.00} and {$3.00} the international charge. Then on XXXX XXXX my card and account was debuted yet another {$92.00} with another {$3.00} international charge. It also caused my account to drop to a negative account balance. I have sat down with several bank representatives who have seen the wrongful amounts withdrawn from my account and they have told me they could not help me. Over the course of the rest of XXXX I refused to put money in my own account for fear they would allow wrongful withdrawals again. I asked them to close out the account and it had since aquired addition overdraft fees each being {$35.00}. And then once more a sustained overdraft fee of {$35.00}. A total of {$170.00} in overdraft fees. Im hoping that they can adjust the amount that I owe so I can once again open a bank account as I have not been able to because it has been reported against me. This situation is not fair to me and my time. Its been very stressful for me and as a mother of XXXX children I need a bank account to keep my money safe. I do refuse to pay money that I do not owe in the process of this reselution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-11-03

Merrimack, NH

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

2017-11-02

Phila, 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

2017-11-01

DE

Managing an account

Checking or savings account: Checking account

Fee problem
Complaint: Santander Bank NA offered high interest rate CDs about 18 months ago. Bought two substantial CDs ( different maturities ). f Was told I had to also open a checking account as part of their teaser rate offer. I told the desk officer that I had no intention of using another checking account, and was told that would be fine. Also expressly asked whether there would be any fees, and was told " No. '' So I also opened a checking account with {$100.00}, and did n't even bother ordering checks. In XXXX of this year, received a statement which, in fairly small print, said " If your account remains inactive for one year, we may discontinue mailing paper statements ( online statements will still be available ) and, depending on the type of account you have and your balance, we may begin charging an Inactivity Fee. '' Note the use of the word " may, '' twice. That statement showed a deduction of {$16.00} for Inactivity Fee, so balance down to {$84.00} as of XXXX/XXXX/XXXX. I decided that was minimal, so took no steps at that time. Figured at {$16.00} fee annually or quarterly, the yield on the CD 's still made the transaction worthwhile. But unless my memory has failed me, the next statement I received was just this past month -- XXXX XXXX. It had the same legend as quoted above, but showed the checking account balance as {$0.00}. In fact, showed that XXXX balance as of XXXX, which means that between XXXX/XXXX/XXXX and XXXX/XXXX/XXXX, Santander had taken {$84.00} in Inactivity Fee ( s ). That 's in 6 months, and w/o sending monthly notices. I have a very hard time believing that these undisclosed withdrawls were based on ad hoc decisions. I have to believe that when Santander said it " may '' discontinue monthly paper statements, it had already programmed to cease monthly paper statements. Similarly, when it said it " may begin charging an Inactivity Fee, '' it had already programmed to do so, and knew what the amount and frequency of the fee would be. In all, Santander 's comments and printed materials are misleading in the extreme. Over {$100.00}, I ca n't do much more than send this complaint, but I imagine others have had similar experiences and perhaps you could get them to be more accurate in their printed materials. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-11-01

Billerica, MA

Other transaction problem

Money transfer, virtual currency, or money service: International money transfer

Complaint: I initiated a wire transfer for {$9900.00} from my checking account at Santander bank on XXXX XXXX XXXX. This was an international transfer from my bank account to XXXX XXXX XXXX XXXX located in XXXX. The receiver has not yet received the payment even though it was promised to be delivered on XXXX XXXX. Santander Bank uses XXXX XXXX bank as an intermediary to process international transfers. Santander has provided me with proof that the payment was sent to XXXX XXXX. XXXX XXXX has not provided proof that the payment was delivered to the receiver in XXXX. The receiving bank states that they have not received the transfer and that they have no record of the transfer. XXXX XXXX is not assisting with locating the funds. XXXX XXXX does not communicate with me directly because I am not their customer. They have not provided any proof of delivery or a XXXX form showing funds were transfered to the receiver. I am a customer of Santander Bank. Santander is communicating with XXXX XXXX on this issue. Santander is XXXX XXXX customer in this matter. My branch has tried to assist but they have no insight in this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response