SANTANDER BANK, NATIONAL ASSOCIATION

2017-04-30

Jacksonville, FL

Managing an account

Checking or savings account: CD (Certificate of Deposit)

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

2017-04-28

Ridley Park, 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

2017-04-27

Chicago, IL

Closing your account

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

Can't close your account
Complaint: Santander Bank frequently placed " fraud locks '' on my credit card account whenever I made purchases. I frequently had to call in to confirm the transactions. It was very frustrating because it happened often. To be clear, I am the sole user of this card and never had any disputes with the charges on my account. I also never used this card outside my home city. Sometime in XXXX XXXX , Santander Ban k put a " fraud lock '' on my account. This fraud lock was different because I could not resolve it over the phone. They demanded that I physically step inside the branch to resolve the issues on my account. This is the issue with that request : Santander Ban k does not operate any physical branches outside th e Northeast Region. I live in Chicago. I opened the account online in Chicago, I only ever used the card in Chicago, and I continue to live in Chicago a t this time. On XXXX XXXX , XXXX , I called in to request that my account be closed. The bank continues to refuse any service on my account due to the fraud lock. Again, they demand that I show up in branch. Santander Bank open ly solicits their products and services to all states, that 's how I was able to obtain an account in the first place. I believe it 's outrageous for a company to expect their customers to travel outside their home state in order to address the issues on their account. I do not like that my account is being he ld hostage on account of my residency in Illinois. I have no immediate plans to visit any of the states that fall within Santander 's small footprint. Even if I did, I believe this is an issue that should be addressed by the bank at the policy level. I will never conduct business with them again.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-04-26

MA

Managing an account

Checking or savings account: Checking account

Fee problem
Complaint: I was told the account would have checks provided when I opened it and they were never sent. I called to get later and they said it would be {$17.00} for checks.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-04-25

Chicago, IL

Closing an account

Checking or savings account: Checking account

Company closed your account
Company Response: Closed with explanation

Timely Response

2017-04-25

Wharton, NJ

Problem with additional add-on products or services

Payday loan, title loan, or personal loan: Installment loan

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

Timely Response

2017-04-24

NJ

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: We are current customers of Santander Bank with a HARP mortgage. We have an adjustable credit rate so we wanted to refinance to get a lower, locked in rate. We began the process with Santander because they are already our mortgage holders so we do n't need to go through as many steps. We began the process. We are having an issue current ly with our credit score. We check our own credit scores and they are in the XXXX XXXX and XXXX XXXX , ( wife and husband, respectively ). However, when Santander pulls out credit they are showing a median credit score of XXXX . When asked what bureau they are pulling from, they answered that they have a third party who gives them a different number. This is completely and totally unfair. With their number, we have to pay a higher interest rate, so they make more money over the course of the loan. With the XXXX XXXX XXXX numbers, we would be in the highest tier, thus lowering their overall payout on the loan. This should be illegal. Consumers who are careful with their credit, who monitor their credit scores, and still end up getting the shaft because of a made up system by a bank. Please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-04-24

Brooklyn, NY

Closing an account

Checking or savings account: Checking account

Can't close your account
Complaint: XXXX XXXX , 2017, I we nt to the Santander branch to close my account. I withdrew my entire balance and requested the account be closed. The teller told me it was closed. I checked online and the account is still open. I sent an email on XXXX XXXX , 2017 as king why the account was not closed. As of XXXX XXXX , 2017, n o response. I sent another email asking if they are going to respond to me. On XXXX XXXX , 2017, I sent another email and told them I would be making a complaint with whatever agency was appropriate. I finally got a response after that at XXXX XXXX ( 5 days after my initial request ). They told me they did not have my account information and to call them. I replied and gave them my account number as well as a phone number to reach me at. I also told them I would not call them as they have done nothing but lie to me during previous calls about other matters - which is why I cancelled the account. Also, I spent much time at the branch closing my account in person and I would not spend more hours on hold which has occurred every time I have contacted them. Since XXXX XXXX , I have sen t 5 m ore emails daily requesting a response and they have refused to respond to me. Santander Bank refuses to close my account and presumably intends to charge me a service fee in XXXX . I want my account closed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-04-21

Knickerbocker, NY

Account opening, closing, or management

Bank account or service: (CD) Certificate of deposit

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

Disputed: No Timely Response

2017-04-21

Somerville, MA

Deposits and withdrawals

Bank account or service: Checking account

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

Disputed: No Timely Response

2017-04-21

Bridgewater, NJ

Deposits and withdrawals

Bank account or service: (CD) Certificate of deposit

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

Disputed: No Timely Response

2017-04-20

Gloucester City, NJ

Account opening, closing, or management

Bank account or service: Other bank product/service

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

Disputed: No Timely Response

2017-04-20

Lafayette Hl, PA

Account opening, closing, or management

Bank account or service: Checking account

Complaint: Extr a 20 checking. EXTRA20 BILL PAY BONUS. EXTRA20 DIRECT DEPOSIT BONUS. I was told by, XXXX XXXX , Santander Personal Banking Representative this savings account was not a promotion and I would receive {$20.00} forever as long as I had the account. The Santander fl yer also states the same. XXXX / XXXX / XXXX was the last {$20.00} that was made. When I called Santander C ustomer Service at XXXX and spoke with XXXX XXXX ; he informed me the promotion was over. I told him I had not received any information fro m Santander regar ding this and th e Extra XXXX checking was not a promotion. On XXXX / XXXX / XXXX I spoke with local branch employee, XXXX XXXX , and he agreed it should be honored and many customer 's are upset they discontinued it without any notification to their customers. XXXX XXXX XXXX ID : XXXX Mail Code : XXXX XXXX XXXX XXXX XXXX XXXX , PA XXXX XXXX : XXXX Fax : XXXX XXXX XXXX XXXX XXXX XXXX Personal Banking Representative NMLS ID : XXXX Mail Code : XXXX XXXX XXXX XXXX XXXX XXXX , PA XXXX XXXX : XXXX Fax : XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2017-04-19

Cherry Brook, MA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I got my property tax bill of {$2000.00} from town of XXXX and I paid {$2000.00} myself on XXXX XXXX and posted on XXXX XXXX . Later I got a statement from my mortgogae lender Santander B ank which stated they also paid the property tax on my behalf XXXX XXXX . I contacted the town of XXXX ( XXXX ) and I was confirmed that there is no double payments and the only payment the town recieved was the one p osted on XXXX . I have contacted Santander twice for the re imbursement, they insisted they paid o n XXXX XXXX .I have provided them my payment record and asked the bank to show me their record, otherwise they need to reimburse me. They promise me to solve this problem by XXXX XXXX and failed and continue to insist their payment on XXXX XXXX while they cannny show me any proof. So far I have not got any reimbursement from the bank or any proof showing the bank did pay the property tax.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2017-04-18

Rochester, NY

Account opening, closing, or management

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-18

Foothill Ranch, CA

Account opening, closing, or management

Bank account or service: Checking account

Complaint: I opened a Santander bank account which was opened around the XXXX of XXXX , 2017. This ac count had a bonus offer terms of {$220.00} attached to it for having a direct deposit of {$500.00} or more within 90 days. The bonus requirements were met properly according to the terms I will attach to this notice. The bank erroneously closed my account before posting the bonus and claimed I had never sent the signature card for the account back to them. However, the signature card was sent to the bank using the prepaid envelope they enclosed with the account welcoming package. The bank made no attempts to contact me via any method in order to resolve this issue. It seems apparent that the bank decided to close this account to avoid paying the bonus offer out because their terms and conditions were recently updated to list several states, which does not include the state I live in. However, those terms were not included in the original account opening that I performed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2017-04-17

Boston, MA

Account opening, closing, or management

Bank account or service: Checking account

Complaint: I closed my account and Santander continued to penalize me. My complaint was never resolved and it is preventing me from opening accounts in other banks.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-17

Jamesburg, NJ

APR or interest rate

Credit card:

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

Disputed: No Timely Response

2017-04-16

Middletown, DE

Deposits and withdrawals

Bank account or service: Savings account

Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-12

Hamilton, NJ

Account opening, closing, or management

Bank account or service: Checking account

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

Disputed: No Timely Response

2017-04-12

Chandler, AZ

Account opening, closing, or management

Bank account or service: Checking account

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

Disputed: No Timely Response

2017-04-12

Lewes, DE

Making/receiving payments, sending money

Bank account or service: Other bank product/service

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

Disputed: No Timely Response

2017-04-11

Knickerbocker, NY

Making/receiving payments, sending money

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Untimely Response

2017-04-11

Nyc, NY

Problems caused by my funds being low

Bank account or service: Checking account

Complaint: Last week, I had deposited a check into my Santander account in the amount of {$250.00}. Unfortunately, the account from which it was drawn decided to hold funds longer than I had expected, thereby causing the check to bounce. This set off an avalanche of overdraft fees ( 15+ in all ) that were assessed against my account to the tune of {$520.00} as of this writing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2017-04-11

Chelmsford, MA

Loan servicing, payments, escrow account

Mortgage: Home equity loan or 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

Disputed: No Timely Response