SANTANDER BANK, NATIONAL ASSOCIATION

2017-06-28

PA

Other service problem

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Complaint: I was trying to activate an account with XXXX app on the app store but it says the bank is not compatible
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-27

Burlingame, CA

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: On XXXX/XXXX/XXXX around XXXX XXXX I went to the Santander Bank website and saw an offer for a {$220.00} bonus if I open a checking account and have direct deposits totaling {$500.00} or more in the first 90 days and have the account open for more than 90 days. I applied for a new account, successfully opened as of XXXX/XXXX/XXXX, completed the requirements, and did not see the bonus on my account after 120 days. I called the bank on XXXX/XXXX/XXXX and they said they would open a case and look into it. I called Santander back on XXXX/XXXX/XXXX and find out that they have denied me the bonus because they claim that the promotion code ( XXXX ) was not applied during my application. However, I have the application card that clearly shows that the promotion code was used.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-27

Harrisburg, PA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Santander Bank has been served a copy of my federal complaint under the Recovery Act. Santander has failed to respond to United States District Court for the XXXX XXXX Pennsylvania Court Order. Santander Bank has not settle civil action number 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

2017-06-26

NJ

Problem with customer service

Money transfer, virtual currency, or money service: Traveler's check or cashier's check

Complaint: On XXXX / XXXX / 2017 I had my ba nk ( Santander Bank ) crea te a Cashiers Check in the amount of $ XXXX for XXXX XXXX so I could invest towards retirement. XXXX XXXX did not cash it because the because the bank put " XXXX XXXX '' instead of " XXXX XXXX ''. XXXX XXXX XXXX office in XXXX XXXX , California tried to send the check back on XXXX XXXX , but it was lost in the mail, and we have not received it back. We attempted to have our bank cancel the check and they said they are unable to do so until they have the original in hand. Our fear is that some malicious actor may get a ho ld of it and attempt to cash it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-23

Clay, PA

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

2017-06-23

Lancaster, PA

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: Opened a Santander business checking account and, after meeting all the requirements for the {$500.00} bonus, I called in. The agent I spoke to ( I recorded the call ) said that I had indeed met the requirements and I should expect the bonus in my account within 30 days. That was in early XXXX . Today, I called Santander and they changed course and mentioned that the marketing team had put in my file that I had not met the requirements for the {$500.00} bonus.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-23

Arsenal, PA

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

2017-06-23

PA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: the app states it should take 1-2 days to verify my bank accounts, however it states it will take until X/XX/17 since activating the app on X/XX/17, which is 5 days, a dramatic time difference.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-22

Chicago, IL

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Complaint: Santander Bank offered a promotion of funding {$220.00} banks after certain conditions were met. Those conditions include direct depositing an amount of {$500.00} or more, and keeping the account open for 90 days. Terms and conditions say it may take up to 30 days for funds to appear in the account after the 90 days. I open an account and funded the initial deposit on XXXX XXXX, XXXX. It has been 125 days since that date. I made two direct deposits to the account, each of a sum of {$500.00}, on the XXXX of XXXX ( approx. 30 days after account opening ) and another direct deposit on the XXXX of XXXX ( approx. 45 days after initial deposit ). I have established good standing with the account and no fees applied, due to continuation of direct deposit. After not receiving and funds after 120 days, I called the bank. A customer service representative told me I should call back later in the week if the funds were n't posted. I called back later that week, and was given a reference number. Was told to call on the following Monday. I called on Monday, and was notified that the bank was performing 'research ' to establish if I would receive the funds from the promotion. I believe the bank is delaying paying me in hopes not to provide the funds offered from the promotion for fraudulent reasons.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-21

Billerica, MA

Incorrect information on your report

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

Account status incorrect
Complaint: XXXX XXXX XXXX XXXX XXXX XXXX, MA XXXX XXXX XX/XX/XXXX Loan # XXXX - Santander Bank Dear Sir or Madam, I have contacted Santander and the three credit organizations to date. XXXX is the only company that has complied with my request. I am writing to dispute the following information on my credit history. Previously, I had a second mortgage ( Loan # XXXX ) of {$40000.00} attached to my former home at XXXX XXXX XXXX, XXXX, MA XXXX. This loan was discharged when I filed bankruptcy ( See enclosed paperwork ) on XX/XX/XXXX. Years later, I voluntarily reached out to Santander and offered to pay half ( {$12000.00} ) of the amount remaining ( {$23000.00} ) that I had previously owed. I was under no obligation to do so since the account was closed in bankruptcy. Unknown to me at the time, this action tainted my credit. Even though discharged in bankruptcy eleven years ago the credit entry by Santander states : " Settled/Paid in full less than full balance : Conventional Mortgage : Closed. '' I am requesting that this item be removed from my credit history due to age ( XX/XX/XXXX ), or removed because the account was closed, or it should state " Conventional Mortgage : Closed. '' Enclosed are copies of my discharged bankruptcy of XX/XX/XXXX and copies of the Santander Bank NA formerly doing business as XXXX XXXX - Mortgage Release statement, which support my position. <P/> Please inform XXXX, XXXX, of this change. XXXX has already complied with my request. Many thanks for your help. <P/> Sincerely, XXXX XXXX enclosed : United States Bankruptcy Court, District of Massachusetts ( XXXX ) Discharged Closed XX/XX/XXXX XXXX XXXX - Mortgage Release Statement, Discharged Closed XX/XX/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

2017-06-20

Atlanta, GA

Communication tactics

Debt collection: Mortgage debt

Frequent or repeated calls
Complaint: I applied for a HELOC in XXXX. I maintain a good on time payment with the exception of one late payment back in XXXX XXXX XXXX which was an oversight on my behave. However, I have always kept up with my account through online banking. Santander bank has never mailed me a statement to my current address.The issue started in late XXXX XXXX XXXX when i was unable to access my online account to make payment. The password was disabled where i discovered the account was locked. I proceeded by calling the bank to find out why my account was locked due to owing money to the saving account of {$55.00}. I never received a notice of this late payment by mail or an email on this matter not even a phone call. I paid the amount owed and matters became worst when i was told i owe {$1400.00} on my HELOC. I have paid XXXX payment and wondered how did i owe this much money. I was told my payment is XXXX each month. for XXXX and XXXX 's payment. I responded to the the customer rep. asking them on why i was n't notified. They claimed i was mailed the information. After questioning them further to find that did n't have my correct address on file. We updated the information and then they proceeded on when i going to pay this amount. I kindly responded in telling them i cant this entire amount. I applied at the time XXXX towards the amount and paid another XXXX later. I spoke to a member of the single point of contact to help in resolving this matter as well explained that i cant afford XXXX per month and that I 'm too far behind to catch up. I filled out a hardship form with documents to which i qualified for but have not received a call back or an email on this matter. I keep getting phone about payment and threatening me on foreclosure. As well posting these late payments on mt credit report to where i ca n't refinance to payoff if necessary. I still have not received an statement in the mail on this 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

2017-06-19

Chattanooga, TN

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

2017-06-19

Brickerville, 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

2017-06-18

Boston, MA

Problem when making payments

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

Complaint: My complaint is against Santander Bank. I have a line of credit with the bank and up until recently I have been making my payments without any issues. This past XXXX I had a family emergency and my payment which was due on XXXX XXXX was paid on XXXX XXXX at the Santander Branch on XXXX XXXX in XXXX XXXX . When I made the payment for XXXX the payment was to be disbursed in the following manner : Principal Due : XXXX Interest Due : XXXX Annual Fee : XXXX In the interim XXXX bill was issued and when I made the payment on XXXX XXXX the bank withdrew the following : Principal Paid : : XXXX Interest Paid : XXXX this included XXXX Interest payment Annual fee was not paid. <P/> Needless to say I will not deny to you the payment was late but I made the payment in good faith. I also have an on going issue with this bank in regards to a check that was sent to them and they swear up and down they never received but that is another issue. Getting back on track where they had already taken out XXXX as well as XXXX interest payment. I make another payment this time XXXX XXXX of this month like I said before I do not deny that my last two payments were late but they were always within the grace period of 16 days after the due date for them to receive the payments. I was always in touch with the bank and even told them that they would be getting a payment for the XXXX . Which brings me to the current status. I was at the same branch on the XXXX and the District Manager happened to be there he assisted me and agreed that XXXX and XXXX interest payment were made only for the fact that the bills crossed in the mail. <P/> I again go to XXXX XXXX th e Head Teller and Supervisor with the bank. T he District Mgr. o bserved her processing the transaction. After all was said and done I had a XXXX available to me in the line of credit. The payment I needed to make was for {$100.00} where the interest was already applied the money should have been credited to the PRINCIPAL. Guess what it was n't. I came home to make sure that the account was as it should be. I happened to notice I hade a charge for {$70.00} inn fees I had made a separate payment for the annual fee I thought nothing of what was to happen next. I contacted the bank and got XXXX and her Supervisor XXXX . Just to let you know they were more than helpful. I explained to her that I had made a separate payment for the fee and she said to me and I quote leave the transaction as it stands and next time when you make your payment we can apply the fee payment. I took her advice and left it alone. This bank makes so many mistakes it makes your head spin. <P/> Fast forward to Friday XXXX XXXX in the morning the count was accurate later that afternoon I always make it a habit to check my accounts to see if any payments have come through. To my surprise and without my knowledge and consent Santander Bank went and reversed the payment to show the annual fee payment leaving me with XXXX in the account. I was furious I feel that as a consumer I should have been informed of this. If they did it once they 'll do it again. It was then when I was talking to XXXX and getting very agitated at them she informed me of the following as to how my payment of XXXX was applied. Principal Paid : XXXX Interest Paid : XXXX Please be advised Santander Bank went and WITHDREW AN INTEREST PAYMENT WHICH IS NOT DUE TO THEM TILL THE XXXX OF THIS MONTH!!!!!!!!!!! Furious this morning I contacted there customer service department. XXXX did in fact confirm that the interest payment was taken and then told me you still have to pay us another XXXX . If I have paid up all my interest why would I owe you more. His supervisor XXXX was as useless as he was. I figured out everything before they could help me. If you add the following amounts it clears all the interest charges accrued on this account for the last three months. XXXX : XXXX XXXX : XXXX XXXX : XXXX These amounts total : XXXX XXXX XXXX XXXX was paid in interest fees XXXX XXXX XXXX was paid reminder this interest is not due to the XXXX . which total the interest for the last three months. Also the following was the principal that was due XXXX : XXXX XXXX : XXXX out of this amount only XXXX has gone to principal. <P/> My bill for XXXX is XXXX which XXXX has already been dedicated from the payment i made the other day for XXXX which should have all gone to the principal. I am tired of Santander saying you have to tell the teller how you want you payments applied where they already have it press on where the money goes. I fee that this bank has scammed enough people of late and that they should be investigated again for their deceptive practices. I informed XXXX the supervisor that I was indeed forwarding a complaint against them and that I will also go to court if I have to against them I have all the necessary documentation and payment slips to back up my claim. I am more than afraid that when I do make the payment this week they will again try and take an interest payment from me. I will not let this happen and I wo n't let it happen to anyone else. Please assist ASAP Just to note I am waiting for a call back from a bank executive. I wo n't hold my breathe.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-18

Carrollton, TX

Credit monitoring or identity theft protection services

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

Problem canceling credit monitoring or identify theft protection service
Company Response: Closed with explanation

Timely Response

2017-06-17

Middletown, DE

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

2017-06-17

Middletown, DE

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

2017-06-16

Warren, RI

Managing an account

Checking or savings account: Checking account

Problem accessing account
Complaint: Using an app connected to my bank account ..bank not refreshing status as often as they should
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-16

MA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Santander went against their own policy in requiring that I obtain and pay for a home appraisal to remove PMI from my loan. Furthemore, they delayed the process for over a year causing me to have to pay for PMI during that time. In addition they refused to take my complaints and I was hung up on countless times by various people during this time. In the month of XXXX ( 2017 ) alone I had to place more than 50 calls just to get this service request fulfilled despite it being in our contract that they were obligated to do so. Despite numerous requests they could not produce any part of our contract which required that I pay for a home appraisal. I ultimately paid for the home appraisal just to have the PMI removed but only because they forced me to do so as it was not a contractual obligation and they would not otherwise. I last heard from Santander in early XX/XX/XXXX stating that they would refuse any further correspondence with me, including my requests for the contact information of their supervisors so that I may file a formal complaint. All of my calls and emails in the past month requesting that they process my complaints have been ignored.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-15

Cranston, RI

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Company Response: Closed with explanation

Timely Response

2017-06-14

Manhattan, NY

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

2017-06-13

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

2017-06-13

Rehoboth Bch, DE

Closing on a 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

2017-06-13

Warren, RI

Applying for a mortgage or refinancing an existing mortgage

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

Company Response: Closed with explanation

Timely Response

2017-06-13

Hopelawn, NJ

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