SANTANDER BANK, NATIONAL ASSOCIATION

2017-07-18

Ewing, NJ

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

2017-07-18

West Brandywine, PA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Upon initiating a mortgage with Santander Bank I forwarded tax bills to their mortgage servicing department. Santander Bank did not pay my real estate taxes in a timely manner resulting in a {$1000.00} penalty by my township. To date I have made approximately 18 calls to resolve this issue to the tax department and mortgage department but they refuse to return my calls or resolve this issue. The last conversation was with XXXX XXXX XXXX . I have left her repeated messages and she has not returned my calls.
Company Response: Closed with explanation

Timely Response

2017-07-17

Hopelawn, NJ

Problem with a lender or other company charging your account

Checking or savings account: Checking account

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

2017-07-15

WA

Managing an account

Checking or savings account: Checking account

Problem accessing account
Complaint: I never received my XXXX form 1099-INT from Santander for either my checking or savings accounts that I opened on XX/XX/XXXX and closed on XX/XX/XXXX . I contacted them by phone in XX/XX/XXXX to check why I had not received the form ; the customer support agent told me that they would re-send the form to my mailing address. I have not received it yet, and at the time the agent refused to provide a digital copy, so I do n't have an alternative way to access that information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-07-15

Lower Makefield, PA

Managing an account

Checking or savings account: Savings 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

2017-07-14

Belmar, NJ

False statements or representation

Debt collection: Mortgage debt

Attempted to collect wrong amount
Complaint: XXXX XXXX , XXXX . of XXXX XXXX XXXX XXXX XXXX handled the foreclosure matter on our home. We sold our home on XX/XX/XXXX , 2 months before the scheduled sheriff sale date of XX/XX/XXXX , and XXXX XXXX asked for and received the sellers disclosure on XX/XX/XXXX . We also signed a confidential settlement agreement that XXXX XXXX prepared. However, XXXX XXXX refused to cancel the sheriff sale even after we contacted the sheriff department, told them the house was sold, and the sheriff department reached out to XXXX XXXX to cancel the sale. XXXX XXXX still did not cancel the sale. Our name was wrongfully published for 2 months on every auction website and we were inundated and harassed by attorney and realtor solicitations. We were also contacted by family members and old neighbors advising us that our SOLD home was still up for sheriff sale. The sale was never canceled despite all our attempts to get XXXX XXXX to do his job and cancel the sale. We do n't know why a debt collection firm would behave in this type of unethical and harmful behavior other than to cause our family severe emotional distress and to cause us financial harm. We have tried to settle this matter with them. XXXX XXXX 's response has been to threaten us with in-house legal action when we informed him of our intent to file an ethics complaint as well as this complaint with the CFPB. XXXX XXXX XXXX XXXX XXXX is well known for their abuse of homeowners. In this case, they should not be allowed to intentionally inflict pain and suffering on homeowners who have already sold their home. We sold our home and 2 months later we went to sheriff sale. There should be consequences for this type of criminal behavior. The real question is ... why did he do it? Was taking it to the sheriff sale date an important milestone that needed to be met in order to trigger insurance payoffs or other incentive pay. I strongly suspect this is the case and the CFPB should be looking into this matter closely.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-07-14

Atlanta, GA

Incorrect information on your report

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

Complaint: To whom it may concern : I am writing to address the overdue balance I currently have on my Heloc loan with Santander bank. I had an Heloc loan with Santander in this past in which I paid off in good standings so I have decided to use them again. I have been faithful in making all my payments on time. I make all my payments online when I receive my statement by mail. Im on a very strict budget with my bills and cost of living. There are no branches located here in XXXX. However, When I moved to XXXX from XXXX XXXX I updated my address with customer service department of Santander. I never received any of my statement to my new address and due to an error on their part. When I called Customer service in XXXX of 2017 their response was that they were missing information on the new address but never call to notify me until I called them on not receiving my billing statement in which we realize at same time that my account has been and currently is locked. At this point I realize that have a different payment amount and it is more than doubled on what I have paid in the past and they are calling me daily on when i going to pay the arrears on the loan. I have been in contact with the bank several times on this issue and the statements and delinquency letters are still going to the old address at this very moment. I was told by a representative that I had to correct this issue with the branch where I open the account. I have even tried asking them for help by modifying the loan for an easier payment but I was denied. Although I have made payments towards my loan but because of the new payment amount which is more than doubled along with late fees and penalties because of an error on their part has made it very difficult to catch it up. I cant afford to pay the entire bill at one time. Santander has done nothing to rectify their negligence but compound the problem by destroying my credit history to the credit bureaus and gather more information toward collecting the debt owed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-07-13

Warren, RI

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On X/XX/17 at XXXX I called Santander Banks mortgage service number at XXXX. I was trying to find out how to begin making bi weekly mortgage payments. The back of my statement states " Any additional funds will be applied to the principal if the loan is current ''. I did not want my payment of XXXX to be applied to principal. Instead I wanted it to be posted as a regular payment and then the other half in the amount of XXXX to be paid on XXXX would make up my full XXXX payment. <P/>I was told that Santander Bank does not accept bi weekly payments. I find it unacceptable that I can not pay the money I owe in a way that reduces the principal of my loan more quickly and will therefore reduce the amount of interest I have to pay and reduce the term of my loan. <P/>Bi Weekly payments seem like a common and pretty basic thing that should 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

2017-07-11

Ridley Park, PA

Opening an account

Checking or savings account: Checking account

Confusing or missing disclosures
Complaint: I opened Santander Simply Right Checking account # XXXX on XX/XX/XXXX. <P/>There was a promotional offer for a {$150.00} bonus for making a {$500.00} direct deposit within 90 days and keeping the account open for 90 days. I met those terms. <P/>I was denied the bonus in a letter from Santander on XX/XX/XXXX, citing that I had closed a previous account on XX/XX/XXXX, and that the terms of the offer said I was not eligible because I was " an account owner within the last 12 months of the new account opening. '' That is not what the offer terms were, however. They stated : " Offer is not available to current or former Santander customers who opened a Santander checking account between XX/XX/XXXX - XX/XX/XXXX. '' I did not open an account in that time period. <P/>I expressed this to Santander customer service in secure messages and via phone to no avail, and spoke with the Corporate Compliant Manger over the phone a few weeks ago and did n't hear back. They say that the offer was not eligible to anyone who had an account within the past year of opening a new one, but the actual offer terms clearly and plainly say only those who " opened '' one in that time period were ineligible.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-07-11

Phila, PA

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

2017-07-10

Berkeley, NJ

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

2017-07-09

Brooklyn, 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: XXXX agreed to remove me from their database and not to wait 5 years, if my banks Santander, N.A. and XXXX XXXX intervene and tell them to remove me, since I payed the balance of {$330.00} to XXXX XXXX and {$850.00} to Santander, N.A. However, nobody took steps into correcting this and removing me from the database so I can get my life back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-07-07

Kenilworth, NJ

Managing an account

Checking or savings account: Other banking product or service

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

2017-07-05

Colts Neck, NJ

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: I have a checking account with Santander Bank, XXXX XXXX XXXX, XXXX New Jersey XXXX ( XXXX ). I also have a debit card which is attached to the checking account. When using the debit card with another Banking or ATM vendor, I 'm given the opportunity to accept the charges for their services and if I agree a fee is charged by the company where I 'm completing the transaction. Santander Bank then charges me a {$3.00} fee for not using one of the ATM at one of their branches. I 've spoken to management at that branch and I 've filed a small claims complaint in XXXX County Superior Court. A default judgement was awarded against Santander Bank, but I never received any further documentation from the court. On occasions as recently as XXXX XXXX, 2017, one of the {$3.00} fees was withdrawn from a negative balance and the bank charged me an addition {$35.00}. I have never authorized Santander Bank to withdraw the addition fees from my checking account or from any account which I have with Santander.
Company Response: Closed with explanation

Timely Response

2017-07-05

PA

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: I was referred t o Santander Bank by a friend and they were offering a XXXX for referring a friend to their bank. Also in the mail I received a promotion that if I opened an account they would deposit XXXX within 90 days of account opening. The account was opened on XXXX / XXXX / 2017 . Within 90 days you needed to have a direct deposit of XXXX or more and within 3 we eks of the account being opened, a XXXX direct deposit was made which satisfied this offer. About 70 days from account being opened I received a XXXX gift card since my friend referred me. Now this was something you do on a website and they system notices an account was opened. When I opened the checking account, the banker placed the offer code in for the XXXX . I recently called the branch and they said you could use both offers which I never was asked which one I wanted. This seems like a scan to bring in business and they you do not get what they 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

2017-07-05

Medway, MA

Fees or interest

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

Problem with 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

2017-07-03

Wallington, NJ

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: This bank is run by a bunch of XXXX. I opened this account back in XX/XX/XXXXand was supposed to receive an account opening bonus. I met all the requirements for that bonus way back and this lousy bank has not credited me that bonus. Every time I call these lying XXXX, they blame the previous agent for not doing the job properly and tell me some more lies that they have done it right and my issue will be resolved within a certain amount of days. Of course nothing happens and I call back and the whole thing repeats itself. May be filing this complaint will get these XXXX to do the right thing. Please keep this complaint on their public record. Here are some of the case numbers I was given by these lying XXXX.. and each one of this call means an hour wasted listening to their repeated lies XXXX from XX/XX/XXXXThere was another really arrogant supervisor in XX/XX/XXXXwho said the bonus will be there by XX/XX/XXXXsomething and that I was bothering them for no reason. Ref XXXX from XX/XX/XXXX, wasted more than an hour and no results Ref XXXX from XX/XX/XXXX. Another hour wasted with XXXX XXXX. I have many more of these XXXX case numbers these XXXX gave me but I do n't want to waste any more time putting it together for them. <P/>Will you please shut this lying piece of XXXX bank? <P/>thanks
Company Response: Closed with explanation

Timely Response

2017-07-03

Atlanta, GA

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: Bank failed to honor new account promotion code XXXX . Bank owes me {$220.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-07-03

Atlanta, GA

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: Bank failed to honor new account promotion code XXXX . Bank owes me {$220.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-07-03

Atlanta, GA

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: Bank failed to honor new account promotion code XXXX . Bank owes me {$220.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-07-03

Atlanta, GA

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: Bank failed to honor new account promotion code XXXX . Bank owes me {$220.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-07-01

Boston, MA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: Hello, I used to have a Santander bank checking + savings account when I first came to this country as a student in 2013. When I stopped using that account, I went in to close both the accounts and was told that instead of closing it formally, I can just withdraw the money and stop using the account, and the inactivity would make them close the account in a few months. This was in XXXX 2013. Moving on, I started receiving mailers from Santander bank at my current address for a {$220.00} bonus if I open a checking account. I went to a branch in XXXX, MA. to apply and I told the manager that I used to have an account. She could n't find any account in my name in their system and told me I am a new customer to them and opened a new account for me. I fulfilled all requirements of direct deposits for the account and contacted them multiple times for the bonus and was told that to wait longer. Finally I got in touch with the bank employee who opened my account and now works at a different branch and he told me I would not be getting that bonus as I was an existing customer for them. I was misled while opening this account and I feel I should be getting the bonus {$220.00} I was promised for being honest and upfront about everything whereas the bank was not.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-30

Brooklyn, NY

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

2017-06-28

Staten Island, NY

Managing an account

Checking or savings account: Savings 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

2017-06-28

Boston, MA

Charged fees or interest you didn't expect

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