SANTANDER BANK, NATIONAL ASSOCIATION

2017-10-31

Beechhurst, NY

Managing an account

Checking or savings account: Checking account

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

2017-10-30

Closing on a mortgage

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

Company Response: Closed with explanation

Timely Response

2017-10-25

Houghs Neck, MA

Opening an account

Checking or savings account: Checking account

Unable to open an 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

2017-10-24

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

2017-10-24

Elwyn, 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

2017-10-24

Brooklyn, NY

Getting a line of credit

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

Company Response: Closed with explanation

Timely Response

2017-10-23

Boston, MA

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

2017-10-21

Nyc, NY

Unauthorized transactions or other transaction problem

Money transfer, virtual currency, or money service: Mobile or digital wallet

Complaint: I am an XXXX XXXXXXXX XXXX student studying at a very prestigious university in New York. I have two bank accounts- one at Santander and one at XXXX. I tried to send money from my Santander account to my XXXX account on the XXXX of XXXX through the mobile banking app. The following are the events that happened. I transferred a sum of {$2000.00} ( in 4 transactions of {$500.00} each ) using the mobile app of Santander to an account in XXXX XXXX on the XXXX of XXXX, XXXX. I had intended to send the amount to my account in XXXX XXXX and as a typographical error, I have accidentally sent it to another account. Since XXXX week of XXXX XXXX, I have been interacting and persistently following up with both banks for the return of funds back into my Santander account. Unfortunately, my problem is yet to be resolved. XXXX of XXXX - Through the mobile app, made 4 fund transfers of {$500.00} dollars each from my Santander checking A/c no. to the XXXX A/c no. Amount of {$2000.00} was immediately debited from my account ( as shown by the app ) XXXX of XXXX - Transaction showed sent from my Santander A/c XXXX of XXXX - Contacted XXXX XXXX to check the receipt of {$2000.00}. XXXX XXXX informed that the amount was not received and I was advised to contact Santander Bank. XXXX XXXX - Made a call to Santander Bank regarding the same and the information provided was that, the money had been sent from Santander Bank and because it was not credited to my XXXX XXXX, they opened an investigation. XXXX XXXX - Went personally to Santander bank and raised the issue. I was told that there might have been a mistake in the transaction, as the app wasnt allowed to send 4 transactions of more than {$500.00} per day to an external account without the generation of an OTP. No OTP was generated when I used the app. On thinking back / checking my transaction, the account name and routing number were correct. But, realized, may be due to typo error while entering the account, I might have entered a wrong A/c number. I immediately called up Santander Bank and told them about this. When I went to Santander bank to inform them about the same, I was asked to go to XXXX XXXX to reroute the funds to back my account. Accordingly, I went to XXXX XXXX and I was told that the transfer of funds has occurred to another account and only Santander Bank has to recall it ( that they couldnt access the other account, pull the money and credit it to mine ). The XXXX XXXX representative assisted me when I called the helpline of Santander Bank. I was informed that, another investigation was opened and that it would be resolved, since they knew what the problem was. I waited for few days for Santander Bank to take action, but as it didnt happen, I again visited the bank and was given a very evasive reply. As I told them my case history, the banker called and told me that the investigation was still on-going ( it had been more than 10 days since I had pointed out the probable mistake ). I was also advised to visit XXXX XXXX again. I visited XXXX again and they reiterated the same information from the previous visit ( that the funds have indeed been transferred to another account and that Santander needs to recall it ). Again, with the assistance of the XXXX XXXX representative, I made another call to Santander bank ACH department and explained my situation. I was given yet again, another reference number. Since the reply from Santander didnt come through, I visited the branch again and was told that they couldnt make contact with the 'wrong account recipient '. And another investigation was started. After waiting for a few more days, I rang up the Santander bank person and the response I got was that, the contact was made to the wrong XXXX account, but as there were not sufficient funds in it, they could not recall the amount. I was also advised to go visit XXXX XXXX. I visited XXXX XXXX immediately and was told that, in order to protect clients privacy, they would not give any information or direction regarding the problem. They did mention that I need to go back to Santander Bank again. During my visit to Santander bank on the XXXX of XXXX, I was told that another investigation is ongoing and that I would be told about its resolution. .I wrote a letter to Santander Bank stating the details of the case and gave it to them on XXXX XXXX. The copy of the letter written to Santander Bank on XXXX XXXX XXXX has also been given to XXXXXXXX XXXX Conference call was also made from me, Manager Santander Bank, online support and XXXX XXXX, as a three way call. Some key points are : XXXX does n't check the name for ACH incoming transfer. XXXX had wanted Santander Bank to initiate the money recall. Santander has filed to XXXX for the money recall XXXX is not admitting the claim for money back made by Santander saying that, they can not operate the account of their client, without authorization of the client. ( As an ACH insufficient funds and some other reason as well ) XXXX XXXX is not able to call/contact the account holder ( for whom the erroneous amount has been credited ) for authorization. XXXX XXXX asks Santander to do another claim from this at their end. Went to XXXX XXXX with manager of Santander Bank on the XXXX of XXXX and the bank tried to initiate a contact with the wrong account holder. Called up XXXX XXXX on XXXX XXXX. Person in charge of my case, informed that, they have contacted the branch manager where the account holder has the account and there is no other response from that person. Also, she informed that, that the person has n't yet initiated wrong money transfer claim. I went again to XXXX XXXX on the XXXX of XXXX and gave them a letter stating further details of the Case. The bank manager walked with me to Santander bank and this matter was discussed with the banker. I learnt that the third claim sent by Santander was also declined. I was told that the matter will be escalated from Santander side. XXXX XXXX and Santander bank has indicated that I wo n't lose my money, however, the matter seems to be going nowhere. I am feeling very depressed and feel that both banks are being very unhelpful. It has been more than a month since this transaction, I feel that the matter is going around in circles and I still havent got back my money. I might have made a typing mistake while entering the account number, but, that money was not supposed to be transferred anyway, since the a ) an OTP wasnt generated b ) more than one transaction above {$500.00} per day can not leave my account. The most frustrating part is that I have made to make multiple visits to both XXXX XXXX and Santander Bank and each bank telling that I need to seek the other for resolution. c ) the name of the account does n't match the account number ( neither bank filtered this ) I am an XXXX XXXX studying a XXXX program and these funds are very important for my day to day living in this country. This experience has been very traumatic to me and I seek a quick solution from your side. Please help to resolve this issue immediately and help me get back my {$2000.00}. Thank you very much.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-20

NJ

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
Complaint: XXXX/XXXX/XXXX. XXXX/XXXX/XXXX hard inquires
Company Response: Closed with explanation

Timely Response

2017-10-20

Englishtown, NJ

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

2017-10-20

Cub Run, KY

Managing an account

Checking or savings account: Other banking product or service

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

2017-10-19

Lynn, MA

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: I checked my bank account at XXXX on Thursday XXXX XXXX, XXXX, all was clear. At XXXX I received a text from XXXX asking if I made a {$630.00} transaction to a website in XXXX XXXX XXXX I received a call from XXXX XXXX. First I was told my card was blocked for confirmed fraud. Then I was asked to make an international call to a suspect XXXX Website to dispute the charges. I was then told that I have to wait until at least Monday but maybe 10 days for my money to be returned. I do n't understand why this transaction was allowed to go through on my bank account? This nearly wipe my account clean. It 's not fair, it should been flagged as suspicious before authorizing it. Calling me after the fact after placing a $ XXXX hold on my account, when they knew it was fraud, leaves me in a real lurch. Now I 'm on the hook for this until they decide to return my money. I ca n't even formely dispute this until it clear my account the next day. I 'm the victim of identity theft.
Company Response: Closed with explanation

Timely Response

2017-10-19

Warwick, RI

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

2017-10-16

Hartsville, PA

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with explanation

Timely Response

2017-10-16

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

2017-10-13

Boston, MA

Problem caused by your funds being low

Checking or savings account: Checking account

Bounced checks or returned payments
Complaint: I signed up for XXXX so sometimes the people email me about working for them and XXXX or being a my for their child. I had received a email XX/XX/XXXX saying that someone wanted me to contact their sister because she 's interested in me being a XXXX for her child. I emailed the email she had gave me giving them info about who I am and my experience in XXXX XXXX. I received a email back the same day and it said they 're interested in my working for them and being XXXX for their child and that they are on vacation in pureto rico right now so I would n't be XXXX until they came back. I was told I was going to receive a check they wanted me to cash and take my first weeks pay and send XXXX to the " landlord '' for Their house. When I received the check in the mail the next day I went to the back to cash it at Santander and I was told it would take a couple of days to go through. I went back the next day and met wit a lady there and she told me the check was fake so I texted the number I was given in my email and said that the check was fake and the person kept denying it and while I was texting the person I was still with the lady and she told me to prentend like the check went through and lie to the person so that they would send me the account number and so the person can send the account number so they could track who sent me the fake check. But the person did n't send the number so I told them I will be reporting it and I hope they have fun getting locked up. I 'm on here because I go to XXXX XXXX XXXX in Vermont so I 'm nowhere near XXXX XXXX in XXXX where I was when the incident occurred.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-13

Washington Green, CT

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

2017-10-12

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

2017-10-12

Spencer, 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

2017-10-12

Staten Island, NY

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

2017-10-11

Newark, NJ

Fraud or scam

Money transfer, virtual currency, or money service: Mobile or digital wallet

Complaint: On XXXX XXXX, I saw a notification that on XXXX XXXX {$2500.00} was transferred into my Santander, bank account, using a mobile application, from an unknown institution. I also got notifications that my username and passwords were changed and that two new payees had been added to my account and that password had been changed a second time. In addition, 6 external transfers had taken place, a total of {$2800.00} I went to the bank that morning and was told not to worry, that if it had nothing to do with me, I would get refunded the money. The bank gave me a copy of the check and a transaction printout and told me to go and report it to the police. The police told me that they could not file a report as the bank had not given me enough evidence. On XXXX XXXX I went back to the bank and they told me they would file a fraud report and it would be investigated. On XXXX XXXX, my mother went to the bank as her ATM card was rejected and was told that her bank account, which had a balance of ca {$10000.00}, was frozen and it would remain frozen for 60-90 days until the investigation was over. If she wanted access to her remaining money she had to refund the {$2500.00} to cover the declined check. My bank account covered the remaining {$300.00} of the transfers. XXXX, in XXXX XXXX, was on the phone with the Santander Fraud Department who advised him to withdraw the money from my moms account including a fee of {$8.00} so that she could get access to her money. She had no choice but to agree. On XXXX XXXX, XXXX my mom called the Fraud Department and was told by the employee who told XXXX to charge my mom, that it wasnt the bank 's problem and when asked what her name was she refused to give her name and hung up. My mom called and reported the incident to a supervisor ( ref XXXX XXXX employee id XXXX ) and she was not very helpful or nice either. The banks guidelines are that one can only transfer {$1000.00} a day so it is strange that a un cleared check of {$2500.00} can be transferred out of the account the following day. I am convinced that we received such appalling treatment because I am only XXXX years old and we are XXXX and nobody really cared that I was the victim of a fraud. I have also reported the fraud to the institution who issued the 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

2017-10-11

Philadelphia, PA

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: On XXXX XXXX I went to go purchase something at the store when my card was declined I went home check my bank account online stated that I have negative {$130.00} taken out of my account I contacted Santander Bank they told me courtesy of not having enough in my checking 's account they went upon themselves and paid for item I did not authorize them to pay for was so offended I contacted XXXX to find out when was the billing date that I was charged for the item XXXX XXXX told me they charge me on the XXXX of XXXX santandera is saying that they charged me on the XXXX of XXXX I would like my refund of {$130.00} I also have the voice recordings of both statements of each company
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-11

MA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: On XXXX XXXX, XXXX, I called the customer service mortgage department at XXXX Bank. My call was to inquire about a {$14.00} fee that was added to my mortgage in XXXX of XXXX. I spoke with a woman named XXXX XXXX, who explained to methat due to my XXXX mortgage payment arriving 30 days late, XXXX Bank needed to send someone out to my home to see if I had abandoned my home. Because of this, I will be responsible for paying a {$14.00} fee. She proceeded to tell me that I am lucky to not have XXXX other charges since I am " always late. '' This concerned me because I have only been 30 days late with my mortgage XXXX time in almost 4 years. I also feel that XXXX Bank sending someone to " check my property " for signs that " I still live there '' was very intrusive. I was called as many 3 times a day in XXXX of XXXX as well as having XXXX letters mailed to regarding the same issue. I would like to have the {$14.00} fee removed. I would also like to know if the banking industry has the right to call multiple times, send letters and now come to your residence to spy for " signs of someone living there '' and charge the customer a fee for 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

2017-10-08

PA

Getting a credit card

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

Sent card you never applied for
Complaint: I received a letter from Santander Bank saying that they approved a card application that I submitted. I had never submitted an application for a credit card from them! They also said that they had received a credit report on me that I had not approved them to get. I do not even have an account with Santander bank. Either someone is using my name and address to get a credit card or the bank is trying to get me to charge money on a card of theirs. The letter was dated XX/XX/2017. They say the application number was XXXX There was no signature on the letter only Santander Bank, N. A.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-06

Boston, MA

Managing an account

Checking or savings account: Checking account

Fee problem
Complaint: Back in XXXX 2016, I opened a simply right checking account with Santander bank which has no monthly fee if you make at least one transaction, starting in XX/XX/XXXX Santander bank started charging me {$35.00} dollars every month for monthly fee which I didnt notice until now, I called the bank and told them what was happening and I was told that my account was being charged this monthly fee because I had a premier bank account that I never requested to get upgraded. The representative downgraded my account back to simply right checking and said that I was go na see the fees back to the account, days passed and nothing, called back again to see why the {$280.00} worth of fees that the bank charged didnt come back, the representative said there was no request to refund the fees but that she could only refund me 2 of them, the bank only refunded me {$70.00}, I still want all my money back since I didnt sign up for that. {$210.00} needs to be sent back to me
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response