SANTANDER BANK, NATIONAL ASSOCIATION

2017-06-13

Bradevelt, 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

2017-06-13

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 monetary relief

Timely Response

2017-06-13

Cranbury, NJ

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

2017-06-12

Arlington, NJ

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

2017-06-09

Nyc, NY

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: I received a promotion in the mail fr om Santander Ban k to open a ne w Business Account with them in exchange for a {$500.00} bonus. The requirements for the bonus were to maintain an average daily value of more than {$1000.00} for more than 3 months. <P/> I opened the account with a banker and a {$100.00} deposit. The banker said I could deposit the rest of the money when I got my debit card, which did n't arrive for 2 weeks. A s soon as I got the debit card I deposited {$1000.00}. I then kept the balance of my new account above {$1000.00} for the proceeding 4 months. <P/> I saw no bonus deposited, so followed up with Santander who r eviewed and denied the bonus twice, citing that I had not maintained an average daily value of over {$1000.00} for 3 months. <P/> It is misleading that the promotion was advertised in such terms, I deposited the funds as soon as I was able ( once I had received my banking card ). If the requirements were to have {$1000.00} in the account from the day the account was opened, they should ha ve A ) explicitly said so in the promotion they sent me, and B ) the banker should have indicated this. I made t he banker aware of the promotion, and she manually reviewed it and entered the promo code into her system when opening my account. She told me that waiting until my debit card arrived would be fine to deposit the full {$1000.00}. Had she told me that I needed to deposit the full {$1000.00} that very day, I would have certainly done so.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-08

NJ

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I deposited a check on Thursday morning, XXXX XX/XX/XXXX . As of today, XX/XX/XXXX th e funds are still not available. I understand a reasonable hold time 2-3 days, but a week? The check was drawn on a US Brokerage house and was less than {$1000.00}. The account had never been overdrawn and had been in existence since XX/XX/XXXX Other banks I deal with would have cleared the check in two days .
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-08

Cherry Brook, MA

Applying for a mortgage or refinancing an existing mortgage

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

Complaint: On XXXX XXXX , 2017 I called Santander Bank to req uest a Home Equity Loan. My first question for them was if I was eligible for the loan if I had already started my kitchen renovation because I did n't want to waste my time if this was the case. The representative from Santander said this would n't be a problem. The representative 's name is XXXX and her ID number is XXXX . I decided to apply over the phone with her and we spend over 40 min on the phone going through the process. She told me to have the rate they were offering, I would also need to open a checking account. I asked if I could open this later after being approved because I did n't want to deal with the hassle of opening a bank account, make a deposit of {$25.00} ( minimum required ) and then get my application rejected and have to cancel the account. She said opening then would be easier and I accepted to open the checking account. Since then I provided all documents required by then, with a note that most of the time I was the only reaching out to them to see the status of my application because I was not getting communications directly from them. Now I 've been informed that after the assessment of my propert y ( don e last week ) that my application was not acceptable and was sent to " denied '' because my kitchen and a small bathroom are under construction. I contacted them and explained the situation and they simply " apologized for the inconvenience '' and said I could have another re-evaluation as long as it is done by XX/XX/XXXX otherwise I would need to start from scratch. I requested an extension of this deadline since the construction should be all set by the week of XX/XX/XXXX and they rejected my request as well. Now I am left with an unfinished kitchen and bathroom, a checking account that I do n't want to use and the hassle to pursue another loan and start from scratch because they misled with wrong 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

2017-06-06

MD

Closing on a mortgage

Mortgage: Other type of mortgage

Complaint: On XX/XX/17 , we were charged a {$480.00} appraisal fee for an appraisal that we did not order. The appraisal was ordered by Santander Bank, due to the fact that we were going to potentially short sale our home. We were able to sell our home for more than what it was worth. On XX/XX/17 , t he date of our settlement, we contacted Santander for a payoff figure. We immediately filed a dispute for the appraisal fee because Santander jumped the gun in ordering the appraisal. We had not even submitted a short sale offer and they had already sent an appraiser to our home and charged us for the appraisal. We were told we would be contacted within 5 to 7 business days with a decision on the dispute. On XX/XX/17 , w e called Santander to see what was happening with th e dispute, because we were never contacted, and we were told that the appraisal fee would not be refunded because they had the appraisal completed to protect their interest. O n XX/XX/17 , the date of payoff, we were also charged a {$50.00} satisfaction fee. We asked about this fee on XX/XX/17 and we were told it was a fee for the satisfaction of the short sale, which we never incurred. We would like to have a refund of the {$480.00} appraisal fee and the {$50.00} satisfaction fee. We were hoping you could help us in this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-05

Spencer, 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

2017-06-05

Wakefield, 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

2017-06-05

Boston, MA

Managing an account

Checking or savings account: Checking account

Problem accessing account
Complaint: I have spent hours trying to resolve an issue with my business account at Santander Bank. I have talked to several corporate professionals and each of them have passed my complaint along without giving me the information I am owed as a consumer. On XX/XX/XXXX, I received a letter from XXXX XXXX as a response to my memo to the corporate office on XX/XX/XXXX bringing closure to the case without answering my initial complaint. <P/>In summary, someone changed the address of my business account without my permission. My initial inquiry as to why I could not access my account led to the Bank professional in the office I first opened out the account suggesting I may have changed it and forgotten. I am outraged. <P/>The bank has informed me that they have no idea how this occurred, can not locate the signature card someone filled out to change my address, can not locate the teller or bank professional who made this change and have offered me XXXX Credit for one year. I am already a member of XXXX XXXX. I find this unacceptable. <P/>I deserve to know how this change was made, who made the change and the bank has an obligation to protect my account and not allow such a change to be made without any accountability of safeguards in place to trace such a change. I have been told those records are only kept for several years and they have no way of tracing such a change. I am certain if I went to court and the record was subpoena they would produce the computer generated information. Clearly, fraud has been attempted and I think it is internal to the bank. This is not the first time my account was compromised and I want a real answer.
Company Response: Closed with explanation

Timely Response

2017-06-05

Elwyn, PA

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

2017-06-03

Cherry Brook, MA

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Complaint: I have a checking account with Santander Bank. Santander has an online bill paying service called BillPay which allows you to schedule checks from your checking account to be sent to companies or individuals. To pay a company or a person using BillPay you must set up their name, address and phone number in the BillPay system. Anyone who is not in your BillPay list of payees can not be sent a check from your account through the system. <P/>In early XXXX 2015 I used Santander 's BillPay to send a check for {$2000.00} to our contractor doing work on our house. His name is XXXX XXXX. He is in my BillPay list and I had used BillPay many times to pay him. He called a few weeks later to say that he had not received the check. I looked in my checking account and saw that Santander has issued a check from my account to someone named XXXX XXXX and that check had been cashed. {$2000.00} was charged to my account on XXXX/XXXX/XXXX. <P/>I do n't know anyone named XXXX XXXX, and I have never authorized payment to XXXX XXXX. I have never had anyone by that name in my BillPay payee list and so I could n't authorize payment to him through BillPay. <P/>Clearly, do to the similarities in the names someone at Santander had sent a check from my account to the wrong person. I called Santander immediately when I discovered their mistake. The customer support person I spoke with said that they would look into the issue and credit my account when it was resolved. They did look at my BillPay payee list at the time and admitted that I had no one by the name of XXXX XXXX in the payee list. This has been established with multiple customer service people over the last 2 years. <P/>The customer service person suggested that I put in another BillPay request to pay XXXX XXXX and on X/XX/15 the correct person, XXXX XXXX, was paid {$2000.00}. You can see both transactions on the attached Santander monthly statement. <P/>It has now been 2 years and Santander has still not credited the XXXX to my account. I have contacted customer service dozens of times and have multiple cases open on this issue. I 've received many different excuses for why they have n't returned my money, including : - BillPay is a separate company, therefore we have to resolve this through them, XXXX is not responsible. - You did n't contact BillPay within 60 days, so there 's nothing we can do about this. ( I contacted Santander immediately upon discovering their error and there is no information whatsoever on their site about contacting BillPay. When I asked how I would contact BillPay the rep said " through Santander '' ) - The fact that XXXX XXXX cashed the check makes this a federal fraud crime, and must be resolved by the FTC. So refunding your money is out of our hands. - We have to contact XXXX XXXX before we can credit your account. - We 're working on it. Be patient and we 'll call you back. <P/>I finally gave up dealing with customer service and brought this to the attention of an officer at a local branch. She has been very friendly but equally unable to get someone at Santander to respond to my issue. I have also reported this recently to the Massachusetts Attorney Generals Office but they have n't responded to my query yet.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-01

Berkeley, NJ

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

2017-06-01

Discovery Bay, CA

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: I opened a checking and a saving account with Santander Bank in XXXX 2017 . AT the time, they were offering a bonus of {$220.00} for anyone who can satisfy a list of requirements. - Direct deposit total over {$500.00} - Account open for 90 days - Bonus pay out within 30 days After the account was open, they gave me a direct deposit instruction so I can pass it to my company, but unbeknownst to me the instruction was to transfer money into my saving. Because of that, they are denying me my bonus after 90 days and after fulfilled the other requirements.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-30

Ellen Gowan, PA

Getting a credit card

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

Application denied
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-30

PA

Managing an account

Checking or savings account: Checking account

Fee problem
Complaint: On XXXX / XXXX / 2017 I was charged a {$35.00} insufficient funds fee even though I had {$280.00} in my account and processed a transaction of {$280.00}. The fee caused my account to be overdrawn.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-27

Cleveland, OH

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

2017-05-26

Billerica, MA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I applied for an online checking account with Santander on Thu XXXX XXXX XXXX . At the time, I gave my debit card information to make a {$25.00} opening deposit. The account was in " pending status ''. On Monday XXXX XXXX , I noticed the {$25.00} debit card transaction come out of my other bank account, so I figured my account was approved and opened. I went back into the Santander online application service and my account still read " pending ''. Finally on Thursday XXXX XXXX XXXX I checked again and it was still in " pending status ''. I called them to see the story and I was informed they had some kind of a system issue with debit card processing and they needed to obtain my card number again. I explained the money already came out of my account, but they said they still needed the debit card number to find my account. I guess my name and TIN would n't be enough. I was told I 'd receive a welcome packet soon. On XXXX XXXX XXXX I received my debit card AND PIN number the same day, no welcome packet. I still did not have my account number at this point. On Tuesday XXXX XXXX XXXX I received my welcome packet that contained my account number. I activated online banking, and the {$25.00} deposit was still not in my account. I sent them email explaining the situation and complaint and received back a generic email telling me to call customer service. I called customer service, explained the situation, and was told they would forward the issue to that department for resolution. I logged back in today, Friday XXXX XXXX XXXX and my {$25.00} deposit is still not in my account! I 've contacted this bank several times for resolution and feel like t hey just do n't care to resolve this issue. They are obviously in violation of Reg. CC because I should have had an electronic deposit available to me no later than the next business day.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-26

Gwynedd, PA

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

2017-05-26

RI

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: We bought a house in RI in 2005 . Our loan was sold. We have refinanced a couple of times, each time with a decrease in appraised value. We are in a reasonably stable XXXX RI location. We are facing {$70000.00} in deprecation in our real estate investment. But the current lender gets paid every single month. We ca n't sell, we ca n't expand our house, we ca n't get rid of PMI. We have decent incomes but we are frozen here. I believe in the bubble of the market our original appraisal was inflated and, the lending institution acted gregariously. Can we bring suit against them? Is it advisable to seek legal counsel against the first lender Sovereign bank at the time.
Company Response: Closed with explanation

Timely Response

2017-05-25

MA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: On XXXX XXXX @ XXXX , I went to the Santander Bank located at XXXX XXXX XXXX XXXX XXXX , Massachusetts. I went to the drive up window to DEPOSIT my Federal tax refund check to my checking account. About 2 minutes went by and the teller stated she could not cash my check since the check had my name and my wife name on it, I replied "I DONT WANT TO CASH IT< I WANT TO DEPOSIT IT". She stepped away and the manager came to the window and she also stated "WE CAN NOT CASH THE CHECK WITH OUT MY WIFE". I replied I DONT WANT TO CASH IT I WANT TO DEPOSIT IT. She said it did not matter she had to be present or have her name on the account. At this point I was very frustrated and asked for the check back and told her I have done these transactions before with no issues, Also what if my wife was disable and I could not get her to show up just to show ID or what ever she was looking for, Or I would just use the ATM? I got no answer from her so I asked for her business card and told her Im going to contact her upper management about this matter. I drove away and contacted Santander Bank and waited on hold for 45 minutes before hanging up the call since I could not wait any longer. I looked up there policy on depositing checks and it states as long as the check is endorsed it will be deposited with a hold on the funds until the check clears, Which I am fully aware of that policy, But to drag my wife to the bank to DEPOSIT a check ? I could have deposited the check at the ATM or with the mobile App, But went to the window and got nothing but bad service which the bank promised in there adds and other media sites along with there mailers I receive once a week. The bank needs to look into this matter as I will not hesitate closing my account and taking my business else were, were tellers and bank managers are better educated on there policy in servicing customers. This matter has stoped me from using this bank for services pending the out come of this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-25

Cranston, RI

False statements or representation

Debt collection: Credit card 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

2017-05-24

Madison, WI

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: I opened a Santander checking account with their {$220.00} bonus offer ( promotion code XXXX ). I met the direct deposit requirements and have not received my promotional 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

2017-05-24

Bradenton, FL

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