SANTANDER BANK, NATIONAL ASSOCIATION

2017-05-21

Napa, CA

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

2017-05-21

Shiloh, PA

Closing an account

Checking or savings account: Savings account

Funds not received from closed 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

2017-05-18

Chepachet, RI

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2017-05-18

Harleysville, PA

Closing an account

Checking or savings account: Checking account

Company closed your 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

2017-05-18

Spencer, MA

Fraud or scam

Money transfer, virtual currency, or money service: Money order

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

Timely Response

2017-05-17

Arco, CA

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: Santander Bank had a promotion for a {$150.00} bonus with opening a checking account. To qualify for the bonus, some terms must be met which included a direct deposit of {$500.00} or more within 90 days of account opening and keeping the account open for 90 days. Santander 's te rms and conditions of the offer state that the offer is not available to current or former customers who OPENED a checking account between XXXX 2016 and XXXX / XXXX / 2016 . I have met all the conditions above listed and advertised in Santander 's promotion. I met the direct deposit requirement soon after account opening and did not have an account or opened one with Santander betw een XXXX / XXXX / 2016 and XXXX / XXXX / 2016 . I have very clearly met the terms outlined in their qualification s. Santander refuses to deposit the {$150.00} for unknown reasons, and attempts to reach out to Santander ha ve been unsuccessful in achieving a resolution
Company Response: Closed with explanation

Timely Response

2017-05-16

Boston, MA

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2017-05-15

PA

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: Santander Bank h ad an offer of {$500.00} if I opened a business checking account. The conditions : - keep account open 90 days - {$2000.00} of cumulative deposits in 90 days XXXX transactions in 90 days ( purchases, transfers etc ) I met all the conditions and now they are saying I did n't qualify for the bonus because I did n't meet an average daily balance of {$2000.00}. ( that condition was never listed on the offer )
Company Response: Closed with explanation

Timely Response

2017-05-13

Jacksonville, FL

Closing an account

Checking or savings account: Checking account

Company closed your account
Complaint: I opened an account under a promotion with Santander Bank. In order to receive a promotional bonus of {$220.00} I needed to keep my account open and make a direct deposit within the first 90 days of opening the account. I kept my account in good standing and did everything the bank asked of me. My account was closed by the bank due to their arbitrary rules with no notification or warning. My employer direct deposit was denied and had to receive a paper check after my pay date because I was given no warning. The same week I would meet the qualifications for the promotional bonus I was approved for the bank closes my account. Here is a timeline of events with my account. XXXX/XXXX/XXXX - Applied for Simply Right checking account with promo code XXXX XXXX/XXXX/XXXX - Date account opened and opening deposit deducted from my other bank account XXXX/XXXX/XXXX - Receive welcome kit and enrolled in online banking XXXX/XXXX/XXXX - Mailed signature card back to Santander in self addressed postage paid envelope XXXX/XXXX/XXXX - Received letter stating they have not received my signature card. Letter included additional signature card to return XXXX/XXXX/XXXX - XXXX EST called Santander and spoke with customer service for 12 minutes. Asked if the have received my signature card yet. Female representative said she could not confirm and need to email another department. She should receive response in 2-3 days. Assured me she noted my account and said accounts would not be closed for this kind of issue. I asked for fax or email where I can electronically send signature card. Rep advised no such way. Only mail. XXXX/XXXX/XXXX - Mailed second signature card XXXX/XXXX/XXXX - Received email saying my statement was available online. Logged in to find account closed. General customer service phone number provided. XXXX/XXXX/XXXX - Called Satander. Spoke with XXXX, ID # XXXX, advised no way account can be reopened. Can not confirm if they have received either signature card or not. Stated that was the reason for closing. Asked for manager. Still unable to provide any resolution other than I can apply for a new account. Put in request for corporate complaint unit to respond. XXXX/XXXX/XXXX - Corporate unit called. The representative empathized with my situation and the poor handling/customer service by Santander. I have not received a return call in a week which I was told they would look into their signature reception unit for my documents. No successful resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-11

Chicago, IL

Fees or interest

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

Problem with fees
Complaint: I paid a {$49.00} annual fee for the privilege of a Santander Bank credit card. Within a month of paying the fee the compa ny locked my credit card account in the interest of " fraud safety '' and would not lift the hold on my account. I called multiple times to verify the charges but the representatives on the phone insisted that I come in PHYSICALLY to a local branch to resolve the issue. A s Santander is well aware they only operate branches in the XXXX XXXX of the country. I live in XXXX , applied for the card in XXXX , used the card only in XXXX , and continue to live in XXXX . It is outrageous and unacceptable for the bank to expect me to fly out of state to resolve this issue. I barely got any use out of this card and Santander has forced me to close my card. I paid the annual fee to use the card for a year, yet Santander did n ot even give me 1 month of use before locking my account. I still do not understand why they did this. Now, they refuse to refund the annual fee because they say that I already paid it. This excuse makes no sense whatsoever. I paid for services and did not receive them. If the bank does not refund my annual fee this is tantamount to theft. This is outrageous and despicable behavior that should not be tolerated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-10

Jersey City, NJ

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

2017-05-09

Managing an account

Checking or savings account: Other banking product or service

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

2017-05-09

Brookline, 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

2017-05-08

Philadelphia, PA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I was late paying my mortgage payment for XXXX of XXXX and XXXX of XXXX due to some financial difficulties ( my regular mortgage payment is XXXX ). However, on XXXX / XXXX / XXXX I started making my regular mortgage payment and adding additional monies in trying to catch up with back money owed : On XXXX / XXXX / XXXX I paid {$2000.00}, on XXXX / XXXX / XXXX I paid {$2000.00} ; then on XXXX / XXXX / XXXX , while getting ready to make my payment, I noticed that my mortgage institution ( Santander Bank ) is charging me XXXX ( XXXX ) additional fees of {$14.00} each ( {$28.00} total ) monthly for what they refer to as a " Collection Inspection Fee ''. That 's on top of the late charge fee of {$64.00} accessed every month until I finish paying money owed. I submitted another payment that day for {$2900.00}. Still theyre charging me XXXX ( XXXX ) late charge fees on my XXXX statement and left {$1700.00} monies unapplied to my balanced owed. How can that be if my monthly payment is {$1600.00}? Now, I suspect that theyll charge me another {$64.00} late payment fee on my XXXX statement for monies that Ive paid and wasnt applied to my balanced owed. On XXXX XXXX , collections department at XXXX called me to ask me when I was going to send them more money ; my {$2900.00} check had already cleared on XXXX XXXX . I informed the caller that I had already sent a check for {$2900.00} and proceeded to complain about the XXXX ( XXXX ) {$14.00} charges on my statement. He tells me that every month they send a person out to drive by my residence to inspect the property and they will continue to apply those XXXX charges monthly. I asked him not to call me again and hung up the call. I thought about calling the bank directly and complain about the charges but I suspect that theyre going to give me the run around again, so Ive decided to file this complain in hopes that someone will help me stop Santander Bank from these overcharges to my 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

2017-05-08

Rumpus Ridge, SD

Closing an account

Checking or savings account: Checking account

Company closed your 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

2017-05-06

Ft Belvoir, VA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I have a checkin account with Santander Bank. The account was opened XXXX XXXX XXXX . I have had regular bi-weekly direct deposits from my employer XXXX XXXX of $ XXXX /pay period into this account. Sometime in XXXX Santander froze my account without warning for " suspicious activity '' .The account has not been used for any unscrupulous activity. They account has about {$500.00} in it now. I can not withdraw money for the account to pay my bills. the bank wants me to come into the branch to verify my identity. I told them that I live far away from the nearst branch. However they will not listen to any reason adn unfreeze my account. I am also waiting for my {$150.00} bonus to post.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-05

MA

Problem caused by your funds being low

Checking or savings account: Checking account

Non-sufficient funds and associated fees
Complaint: Good Afternoon- I unfortunately miscalculated my finances this month and have {$420.00} in overdraft fees. I called the bank and informed them that I understand that this was my fault but I have been a customer of Santander for over eight years and would they be able to waive the fees. They informed me that they could only remove XXXX of the fees leaving me with an overdraft fee of {$350.00}. As it is right now it is very difficult for me to make ends meet and the {$350.00} overdraft fee is not allowing me to catch up on my expenses. Is there a way to fix this?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-05

NJ

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: I already have filed one compl aint with Santander, that is case number XXXX . This is additional information that I was told to add by the cfpb as another complaint. The issue we are arguing about is Santander 's interpretation of ou r credit score. The report that we get from the credit agencies is very different than what " XXXX , '' Santander 's source, uses, resulting in a lower credit score ( and therefore higher rate for us ) . Now, we have just received new updated credit scores which are still higher than XXXX but have lowered BECAUSE SANTANDER HARD PULLED OUR CREDIT THREE TIMES in under a month period. They pull our credit three tim es, it lowers our score, and we get a higher rate? So Santander is effectively forcing us into a higher rate themselves. Which should be illegal. Additionally, one of the statements on their ( Santander 's ) credit report, which again does not come from the big XXXX , states that I, XXXX , have my score adversely affected be ause " length of time accounts have been established. '' My most recent account was established i n 2008. T hat 's nine yea rs! How long do they want? Also a detriment : '' length of time since derogatory public record or collection is too short. '' What does that even mean? I had a collection go on. I paid it immediately. PS, the people trying to collect were actually sending things to the wrong address, as evidenced on my credit report. XXXX XXXX XXXX An address at which I have never lived. So Santander, again, wants to make more money on consumer loans, and so does their own detrimental workings against consumers, which is completely unfair and should be illegal.
Company Response: Closed with explanation

Timely Response

2017-05-05

Boston, 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

2017-05-04

Spencer, 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

2017-05-04

Griffin, GA

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Can't stop withdrawals from your 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

2017-05-03

Islington, MA

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

2017-05-03

Brooklyn, NY

Problem with a purchase or transfer

Credit card or prepaid card: Government benefit card

Card company isn't resolving a dispute about a purchase or transfer
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-01

San Antonio, TX

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

2017-05-01

Brooklyn, NY

Managing an account

Checking or savings account: Other banking product or service

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