SANTANDER BANK, NATIONAL ASSOCIATION

2017-09-06

George School, PA

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

2017-09-06

Bel Air, MD

False statements or representation

Debt collection: Mortgage debt

Attempted to collect 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

2017-09-04

Lakewood, NJ

Problem with a lender or other company charging your account

Checking or savings account: Other banking product or service

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

2017-09-03

Fairfax, VA

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

2017-09-03

Lakehurst, NJ

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

2017-09-01

Rehoboth, MA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2017-09-01

Oceanside, NY

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

2017-09-01

MA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XX/XX/XXXX at approximately XXXX, I spoke with XXXX XXXX in the insurance department at Santander Bank. XXXX XXXX had me on hold for 15 minutes and when he returned on the line he told me it would take a while to resolve my issue with the flood insurance. He said this was because of the situation in XXXX Texas. I was very upset hearing this news after I was told by XXXX XXXX on XX/XX/XXXX that I would receive a refund from Santander when I could prove that I had an active flood insurance policy which my insurance agent, XXXX XXXX, forwarded to Santander. XXXX XXXX then replied that he would have to put me on hold " until you calm down. '' I waited on the other line and after 10 minutes I hung up. I later spoke with a gentleman named XXXX that assured me that he would take care of me and I would receive my money back of {$1400.00} in the mail from the flood policy that was mistakenly added to my mortgage by Santander. XXXX XXXX left a message on XX/XX/XXXX stating that the problem was resolved and the {$1400.00} was put in my escow 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

2017-08-30

Manhattan, NY

Applying for a mortgage or refinancing an existing 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

2017-08-29

NJ

Trouble during payment process

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

Complaint: InXX/XX/XXXX, we took out a Home Equity loan with Santander bank. They offer an introductory rate of 2.24 for XXXX months. Our intent was to pay down as much of our HELOC during the XXXX months, the account was setup to automatically take out the minimum payment. Which we were fine with to ensure we do n't miss any payments, we tried multiple times to pay additional funds towards principal online and could not figure out the system on the HELOC page there is no place to make a payment or set up additional principal payments. We first contacted the branch they sent us to customer we had to make XXXX calls to customer service in the span of a few months before someone told us the only way to make a payment was to actually transfer money from our checking into the HELOC account. I can not make payments from other accounts, nor can I set this up to pay more than just the minimum. As a consumer I am upset that this feels like they are making it difficult for me to pay down the principal during a promotional rate. The amount of people and phone calls I had to make to figure out the piece about transferring the funds was unbelievable most people would 've just stopped as they made it very difficult to get an answer. When I contacted I told them I would not get off the phone until they could tell me how to make additional payments I had to tell them that this should be illegal, finally the customer service rep had to contact a few departments to get the answer about transferring funds. I normally do not contact agencies like this to make complaints but I believe this should be investigated, if they are doing this to me - I consider myself a fairly knowledgeable person with lots of computer experience I ca n't imagine what has happened to others. 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

2017-08-29

Manhattan, NY

Problem when making payments

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

You never received your bill or did not know a payment was due
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-08-29

Ridley Park, PA

Other features, terms, or problems

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

Problem with cash advances
Complaint: Santander Bank solicited me to open a credit card account with their bank. They claimed that it was a no fee credit card. No fees for balance transfers and most particularly for cash advances. I was immediately approved for a card with a {$10000.00} limit with a {$3500.00} Cash Advance limit. First, on XXXX XXXX, 2017, I went to Santander Bank, where I have had an account for about 5 years, and I asked for a cash advance on THEIR credit card. They informed me that they no longer do cash advances bank wide and told me I had to go to any other bank to get the cash advance that I needed. So, I went to another bank and requested a {$3000.00} cash advance. That bank attempted to process the transaction and it came back denied. I called Santander customer service for the credit card, and they informed me that I had to use my pin and only could take a cash advance from an ATM using their card, and only in the amount of {$350.00} per day. They claim that the bank does that as a security measure to ensure someone does not get ahold of my card and take the full cash advance amount. At this rate it would take me almost 10 days to get the cash advance I need which does absolutely NOTHING for an emergency situation. In addition, they start charging interest the day the cash advance is taken, so if I take {$350.00} every day, then I am being charged interest separately on each transaction. I have been a member of their bank for YEARS and I have never opened a credit account with them because they did n't have anything available that I did n't already have. Then they advertise to me about this new wonderful NO FEE card that I can get and approve me for a {$3500.00} cash advance limit, that in reality is not there because I ca n't get the money in the amount that I need when I need it! I feel their advertising was deceptive, and the card is pretty much useless to me because it does nothing any other card I have would n't already do. I did not need another credit card, and on top of that now that I have it, I ca n't cancel it without causing damage to myself. Canceling it is not what I would want to do now that I have it anyway. The customer service agent on XXXX XXXX, 2017, suggested that I 'MAY ' be able to go to another bank that would process the cash advance as a debit charge and give me the full amount. She did n't even know for sure that that would be possible. I called about 15 banks ... .none of them process cash advances as debit transactions. I called Santander back today, XXXX XXXX, 2017, and informed them of the updated situation and that I thought their advertising was fraudulent since I could not access the money that I was approved for. Their answer was, well you can always just charge what you want to purchase. I informed them that was not an option. I asked to speak to a supervisor that said basically the {$350.00} per day allowance was a policy that nobody can change, which in my opinion negates the purpose of approving a cash advance limit of {$3500.00}, because people do not go take a {$350.00} cash advance from their credit cards. I asked for a higher level supervisor and was told that there is not one available but they could have one call me back in 24-48 hours. I did get a phone call in about a half hour from a supervisor named XXXX XXXX who informed me that they are documenting the complaints about this policy and she indicated that there are more than just my complaint but as of now, the bank 's policy is what it is for fraud protection. I think it is that way more for the bank 's protection than it is for my own so I do n't believe the bank is being honest about their intentions, just as their advertising was not honest. There are truth in lending laws which require banks to inform you of everything in detail, yet in this instance there was not information stating, " while we may approve you for a {$3500.00} cash advance limit, you wo n't be able to access all of that money at one instance and will only be able to withdraw {$350.00} per day ''. If that was the case, I would not have even applied for the card. One of the most ridiculous things about this situation is that I do have a debit card with Santander and I can and have taken that debit card to an ATM and withdrew {$1000.00}, on several occasions, so their 'we limit this to protect you from fraud statement '' is complete XXXX. My bank account is not limited, but the credit card is despite the approval amount. An approval means the money is available. If I ca n't access the money and take what I was approved of, then the money is not available and there was no truth in the lending practices that enticed me to apply for the card. It 's that plain and simple. The bank needs to be forced to abide by their approvals and written contracts, and they need to be forced to disclose ALL the terms prior to anyone applying to them, not have consumers find out later that they did n't get what they were told they have.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-08-25

Boston, MA

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Complaint: XXXX XXXX needs my bank to send it updated info so I can use the app properly
Company Response: Closed with explanation

Timely Response

2017-08-22

Saugus, MA

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

2017-08-22

Atlanta, GA

Closing an account

Checking or savings account: Checking account

Can't close your account
Complaint: Today I called Santander Bank to close my checking and savings account. Upon closing the accounts I was informed that if the bank receives any future debit requests for bill payments ( utilities, checks, etc. ) against my closed accounts they would automatically re-open my accounts. I was further advised that I would be responsible for any fees levied as a result of processing the debits because the accounts would be over-drafted. I clearly stated that I did not consent to having my accounts automatically re-opened, but was told that I had no choice. Legally banks should not be allowed to re-open closed accounts without the consent of the account owner.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-08-22

Atlanta, GA

Trouble during payment process

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

Complaint: Im disputing all late charges as well as negative credit derogatory by Santander bank. The late charges staring in XX/XX/XXXX to XX/XX/XXXX. These actions are due to poor customer service retaining information I provided them on my change of address. This institution has locked me out of my online banking making it impossible to make appropriate payment. This state does not have a Santander branch so this was my only method of payment other than using the postal service. However, I have not received a statement and I cant go online to access the account. How do I know what to pay? As of XX/XX/XXXX I was current on my payments. In XX/XX/XXXX I called Santander because I did not receive a statement and I discovered my online account was locked. Customer service told me that my address was inaccurate but I never received a courtesy phone call on the matter and I do have a piece of mail I received from them that month. So why Im not getting a billing statement is a mystery. My account at this point was past due but the issue was the amount past due. The rep told me I owe approximately 1500 in which I thought was outrageous. I wanted an explanation but the rep could not give me a valid reason. I could not pay the entire amount and have been playing catch up at the same time compounded with late charges and late payment reporting. I asked Santander customer dispute department for help in resolving the matter without the penalties and reporting but it all fell upon deaf ears. At this point I get 3 phone calls a day and constant letters about my next payment. Threats on losing my house because of failure to make 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

2017-08-21

Windsor Castle, PA

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

2017-08-21

CT

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I have contacted the bank regarding loan mod paperwork - the point of contact and superviseor do not return phone calls and emails are auto-generated stating they are " out of office. '' The Bank dual tracked me to Foreclosure and are still practicing Dual-tracking to foreclosure when I have income to pay my mortgage and am trying to get a loan modification.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-08-18

Manchester, NH

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I have a joint checking account with someone else at Santander Bank. The other person on the account deposited what looked to be a " cashiers check '' for XXXX from XXXX XXXX. Once the check cleared my friend was instructed to wire money from XXXX to XXXX XXXX and keep the rest for secret shopping on XXXX. Within in a few days of the deposit and withdrawal the bank deemed the cashiers check fraudulent and the account is now negative. We have been told by the Fraud department that we are responsible to pay this back and are currently in collections with the bank. I spoke with their collections area and we have 55 days to get this paid back or the account will be closed and notice will go to XXXX XXXX and then to a 3rd party collection agency. By depositing this bogus check has not only created a very big minus balance but has credit reporting ramifications and not being able to open any new accounts if not paid off.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-08-18

Maynard, MA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I overpaid my mortgage on XXXX and XXXX. the payment on XXXX was in the amount of XXXX and overpayment of XXXX. I also made a second payment of XXXX on XXXX. I contacted my bank XXXX on the XXXX asking the the second payment be reversed since it was an electronic payment and would not be posted until the XXXX. XXXX told me they could not do that and to contact my mortgage company Santander. I went to santander branch on XXXX XXXX and asked for the payment to be sent back. they placed a request. On XXXX I called santander because my payment was not reversed they said it had to go through the back office and may take 10 business days.I spoke with the morthage company again on XXXX as they called me and they requested that I send them a copy of my bank statement showing the funds had been removed from my account. I faxed a letter with a copy of my account statement showing the funds were indeed removed. I asked why they needed that since they had my money in hand. I called santander again on XXXX and they are now requesting a letter from XXXX stating that they submitted the XXXX payments and that they will honor both payments and to please refund me my money back to my account. Santander said they do n't want the check to stop payment. I told them it was electronic and not a check. I am still waiting for my money I overpaid. My XXXX mortage payment is not due till XXXX well beyond this 10 day waiting period so they should not be worried about the funds not being honored. They have my money and I am in my legal rights to have it returned back to me as quickly as it was taken electronically.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-08-17

College Hill, PA

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

2017-08-16

Bronx, NY

Charged fees or interest you didn't expect

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

Complaint: In late XXXX of 2017 I paid a Principal Payment to my Line of Credit account at my former bank Santander in the sum of $ XXXX.I then received a letter from the bank that I was forced to pay a late fee of {$69.00} for not making the regular payment. For more than 6 months up till XXXX XXXX of 2017 I paid my bill in Principal.I was angry and infuriated at Santander and their predatory practices not only I paid them {$70.00} I paid an additional {$21.00} to cover the fine which made no sense.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-08-16

Bay Hills, NY

Problems at the end of the loan or lease

Vehicle loan or lease: Loan

Unable to receive car title or other problem after the loan is paid off
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-08-16

Brooklyn, NY

Closing on a 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

2017-08-15

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