SANTANDER BANK, NATIONAL ASSOCIATION

2019-10-02

Finksburg, MD

Managing an account

Checking or savings account: Savings account

Problem accessing account
Complaint: My wife and I opened a few accounts at Santander accounts and they blocked online access. My husband called for his accounts and was told I had to go in branch which doesnt work as the location is too far away. My wife has gotten calls she has a negative balance but we cant see why because we are blocked. The other option they gave me was to mail a notarized letter which I cant get right away. Im concerned as this could go against my credit as there is s negative balance. I would like my accounts to be closed and the money returned to me by check at the mailing address they have on file. Both 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

2019-10-02

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

2019-09-30

Staten Island, NY

Managing an account

Checking or savings account: Checking account

Problem accessing 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

2019-09-26

Berkeley, NJ

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

2019-09-26

Boston, MA

Managing an account

Checking or savings account: Checking account

Problem accessing 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

2019-09-24

Avon, PA

Problem with a purchase shown on your statement

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

Credit card company isn't resolving a dispute about a purchase on your statement
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-24

Brooklyn, NY

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Complaint: Santander bank allowed duplicate payment to be posted on my account that brought my account into negative balance and refused to give me a credit as of result of their negligence I will also face {$35.00} overdraft fee at the end of the day. HORRIBLE experience, horrible customer service being silly nice and helpless when it comes to an actual 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

2019-09-24

Lakewood, 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

2019-09-23

Haverhill, 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

2019-09-23

Boston, 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

2019-09-20

Nyc, NY

Applying for a mortgage or refinancing an existing mortgage

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

Complaint: I currently have a 5 year ARM mortgage and a HELOC with Santander Bank. I owe {$710000.00} on the mortgage and have accessed {$260000.00} of a $ XXXX HELOC. In XXXX of this year I applied to XXXX XXXX XXXX to get an interest only mortgage for {$980000.00} - this amount being the balance on my mortgage in addition to the HELOC balance. I was granted the interest only mortgage. I called Santander bank to tell them I was doing this which they told me was OK. I wanted to keep the HELOC open. I asked them for written approval to which they said 'It 's OK you are on a recorded line '. I relayed that information to XXXX XXXX XXXX who subsequently started the mortgage subordination process. Five months later we are still awaiting approval at Santander. I have been in regular touch w XXXX who tell me that Santander are deliberately holding this up against my will and are not responding per guidelines. I have called the Santander subordination team on multiple occasions who tell me this is awaiting approval with the underwriter. Meanwhile it is likely XXXX XXXX XXXX will not be able to match the terms they previously granted me so I am officially lodging this complaint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-19

Allentown, PA

Problem caused by your funds being low

Checking or savings account: Checking account

Non-sufficient funds and associated 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

2019-09-18

Buck, PA

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: On XX/XX/19 we opened our account at Santander bank at the branch located at XXXX XXXX XXXX, XXXX PA XXXX. XXXX XXXX opened the bank. We had a promotion that if we opened the account with {$25.00} and had {$2000.00} Direct Deposits in 90 days we would get {$400.00}. Today XX/XX/19 I called Santander Customer serivice to verify that I met the requirements and I would be getting my {$400.00}. I spoke to 4 customer services representatives and the code was not in the system where is should be. I believe it was deliberate retaliation by XXXX and XXXX because we did open any additional as they accused us just trying to take advantage of the promo. No customer should be subject to this kind of harassment and abuse the account should have been coded correctly. XXXX the customer service manager in XXXX XXXX thinks all is well for customers to spend an hour and half to ensure that things are done correctly. XXXX refused give me her supervisors name and XXXX is refusing to entertain my questions because she thinks it is acceptable that customers need to spend a hour and 22 minutes to get a resolutions and that is how some customers are treated. Please advised the bank did not even give a plastic case for my check registered. She has made no offer to compensate me for the poor customer service and thinks I should be happy that I am getting the promotion. She is also refusing to provide proof that the account was opened correctly or explanation why 4 customer people could not confirm the promo was applied.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-13

Jersey City, NJ

Incorrect information on your report

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

Account information incorrect
Complaint: Santander/XXXX Bank XXXX XXXX XXXX XXXX. I closed my checking account and line of credit account in person XX/XX/XXXX at the branch. and they are still negatively reporting this account to all credit bureaus. I then declared bankruptcy chapter XXXX, XX/XX/XXXX. I was ordered in federal bankruptcy court to pay back 100 % of all my debts through the bankruptcy court for the next XXXX years. Which I did. and completed repayment in XX/XX/XXXX. Santander/XXXX XXXX was named in my bankruptcy and has been paid in full their {$1900.00} through the bankruptcy court. But they are still negatively reporting that I owe them {$1900.00}. Which I do not and their reporting needs completely removed from all my credit reports.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-13

Jersey City, NJ

Incorrect information on your report

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

Account status incorrect
Complaint: XXXX Bank now Santander Bank is reporting my accounts which I closed in XXXX. The account was XXXX in XXXX. But Santander is reporting I owe them XXXX, this account was XXXX in court XXXX. they should correct this information on all reporting agencies.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-13

Muncy Creek, PA

Managing an account

Checking or savings account: Checking account

Problem accessing 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

2019-09-13

Brooklyn, NY

Incorrect information on your report

Checking or savings account: Checking account

Account information incorrect
Complaint: In XX/XX/XXXX, I got a phone call from a Santander representative notifying me that my overdraft account ending in XXXX is 60 days overdue. I was in complete shock since I knew that I have never used my overdraft account. After further research, I found out that the balance from this overdraft was due to a check from the account ending in XXXX, of which I share with a co-applicant. It was the co-applicants check that was overdrawn. I have never given Santander the right to pull money for checking account XXXX, from my overdraft account which is only under my name ( the two accounts were not even opened at the same time ). I did not receive any statements in the mail notifying me that my overdraft account was used. On XX/XX/XXXX I reached to Santander and was in touch with a Business relationship manager with the name XXXX XXXX. She very clearly advised me of the following ( in an email - see attached ). " I was advised that the delinquencies will be removed if the customer brings the account current, and a new Service Request is submitted requesting to remove the negative reporting. '' I followed through and made the payments the next day as a courtesy even though I still felt that I don't owe Sandander anything. But when I followed up with the representative and gave her my payment confirmation, she backed tracked her words and told me she could not remove the delinquencies. Santander had no right to use my account for an overdraft from a different account that is not linked in any way. That check that was overdrawn was not mine ; it was from the joint holder from the account ending in XXXX. But now Santander leid to me ( very clearly in an email ) when they said that if I do go ahead and make a payment then they will remove the delinquencies, but they just fooled me because after I made the payment, they backtracked their words. It is not fair for a bank to promise something and then not do what promised.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-12

Hamilton Grange, NY

Struggling to pay your bill

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

Credit card company won't work with you while you're going through financial hardship
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-11

Allenwood, NJ

Trouble using your card

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

Can't use card to make purchases
Complaint: On XX/XX/2019, I went to the ATM machine at the Santander Bank in XXXX, NJ for a withdrawal. On the first try they told me I had the wrong pin. I called XXXX and they told me it was the right pin. I tried again it would not work and my card was kept. When I went into the bank they would not return my card. they don't have to give me the money that I asked for, but they have no right to keep my card. I called XXXX again and they assured me the card was OK. Why is a bank allowed to keep my card which is my property.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-11

Jamesburg, NJ

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

2019-09-11

Boston, MA

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

2019-09-10

New Brit, CT

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

2019-09-10

Allenwood, NJ

Closing an account

Checking or savings account: Checking account

Company closed your account
Complaint: My company with zero notice closed me down
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-10

New Britain, CT

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

2019-09-06

Lyndhurst, NJ

Getting a credit card

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

Sent card you never applied 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