SANTANDER BANK, NATIONAL ASSOCIATION

2017-04-11

Brockton, MA

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

2017-04-06

Buck, PA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

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

Disputed: No Timely Response

2017-04-05

Harrisburg, PA

Loan servicing, payments, escrow account

Mortgage: Home equity loan or line of credit

Complaint: Santander Bank has not settle Civil terms of XXXX Mortgage .Santander has failed to validate XXXX mortgage debt, as stated in a letter Sent from Santander Bank , Santander Banks has failed to validate XXXX Mortgage by not submitting the banks license to collect a debt in PA and Santander Banks has failed to validate, XXXX Mortgage by also not submitting its OMB control number, under the Paper Reduction act of 1995. XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed

Disputed: No Timely Response

2017-04-04

Titusville, FL

Identity theft / Fraud / Embezzlement

Credit card:

Company Response: Closed

Disputed: Yes Timely Response

2017-04-03

Brookfield, CT

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed

Disputed: No Timely Response

2017-03-30

Rockaway Beach, NY

Using a debit or ATM card

Bank account or service: Checking account

Complaint: The CFPB has advised me to submit a new grievance with regard to a previous complaint under case # XXXX. In accordance with CFPB guidelines presented to me, the Corporate Complaint Team at Santander Bank has failed to adequately state any appropriate action they have taken to resolve my concerns. Additionally, the response I received from the Corporate Complaint Manager, apparently assigned to resolve my concerns has not provided any legitimate explanation for the ENTIRE amount of funds that were withheld on my checking account. Moreover, after ( 3 ) attempts to directly address the less than satisfactory reasoning within the manager 's letter, I was only allowed to speak to a complaint advisor in place of the manager. However, the advisor had no access to my complaint letter, form or otherwise file. The advisor 's statement to me via phone was that she was " familiar '' with my complaint but she could not give me any detailed information as to what their offices do. I am left to contend, based on the response I received, that possibly my letter was not even read at all. Please be advised that I am very unsatisfied with this response from the complaint team. The letter I received is a " smoke and mirrors '', complacent approach to dismiss my complaint as meaningless. It is important to note that at the initial stage of this problem, customer support indicated that I had ( 5 ) holds on my account. These pre-authorization holds should not have occurred, but as they did, my funds were held in the amount of {$430.00} dollars. And while I have seen {$360.00} dollars of that amount returned, I have not seen the remaining balance. The complaint team refuses to take responsibility and would have the consumer totally fault the merchant. Yet, I draw your attention to the ( 3 ) attachments I have provided here that address this problem, which causes consumers problems nationally. In all, I am seeking due return on the balance of my funds and for the bank to show responsible diligence in forging way better customer satisfaction and resolve.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed

Disputed: No Timely Response

2017-03-28

Accord, MA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

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

Disputed: No Timely Response

2017-03-28

Boston, MA

Deposits and withdrawals

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

Disputed: No Timely Response

2017-03-28

Wrentham, MA

Billing disputes

Credit card:

Complaint: I was billed for a deceptive offer on line and was offered a gift for taking a survey for a department store I frequent. The offer was for product with only shipping charges and I submitted my master card #. My statement reflected those charges on XX/XX/2017 but also to my surprise on XX/XX/2017 there were XXXX charges from the same company reflecting full price for product. I contacted my bank Santander XXXX card and they immediately cancelled card and issued a new one. Dispute was sent to fraud dept and in XX/XX/XXXX received a follow up letter stating we are denying your claim and to contact the merchant directly. When I contacted fraud dept, I was told that there was no fraud since I submitted my credit card #. I then contacted XXXX, company that submitted charges, and was told to drop the dispute and they would refund my account but my bank had to contact them by phone or mail to confirm that I no longer was disputing charges. When I called Santander I was told that was not their policy and would not contact XXXX and I was on my own. When I called the merchant, I was instructed to E mail bank letter and a letter stating why I was disputing the charges and a Refund Transaction ID would be sent to my bank. There was no credit following statement so I called Support XXXX was told that no credit would be issued since the bank did not consider fraud and would n't contact them by phone or mail. I have contacted Federal Trade Commission to inform of these charges and was issued a reference # for my case. I was also given a telephone # for your agency and dispute how the bank was negligent to pursue my dispute and how I was brushed off also by the local bank manager at my l bank in XXXX Ma. The RED FLAG for the fraud dept was clear since what merchant bills for shipping charges a month before the product charge. I would hope for Santander XXXX MasterCard to know that I am disputing and unhappy as to how they treated me to handle this on my own. I have stopped using card for any purchases and wont cancel till this matter is resolved by Santander and XXXX. I hope to hear that the bank has been notified about my complaint thru your agency.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed

Disputed: No Timely Response

2017-03-28

Colts Neck, NJ

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed

Disputed: No Timely Response

2017-03-28

Spencer, 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: Yes Timely Response

2017-03-28

Taunton, MA

Loan servicing, payments, escrow account

Mortgage: Other mortgage

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

Disputed: No Timely Response

2017-03-27

Rancho Mirage, CA

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

2017-03-26

Washington, DC

Using a debit or ATM card

Bank account or service: Checking account

Complaint: My debit card was lost and somehow someone was able to get my PIN and use the card to make bogus deposits and then shortly after withdraw the funds. I told the bank when I logged in to see my balance and saw this huge overdraft of over {$6000.00}. I explained that I did n't know the card was gone and that I had nothing to do with what happened. All of the withdrawals took place in Pennsylvania and I live in Virginia and work in XXXX. The bank claimed they did an investigation which I doubt and they expect me to pay back something I never got. I filed a police report with XXXX County 's financial crimes department but because the actual crime took place in Pennsylvania, they could n't do anything. I looked up the police department associated with the area the bank was in where all of this transpired and they claimed that the State police had jurisdiction. I called the State police and they claimed they did not. I got nowhere over the phone with that and because I was working could not get up there to file a police report. The bank in question is Santander Bank. I opened the account online. I filed the waiver they claimed I needed to and they still claim that because I could n't account for when or how my card and PIN were compromised, I was responsible. I do n't have that kind of money. What can I do? They call over and over. They leave messages at my work and that incident happened a little under a year ago. This bank is horrible. Why would any bank with no history of such deposits and withdrawals allow such to happen?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed

Disputed: No Timely Response

2017-03-24

Cumberland, RI

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: Yes Timely Response

2017-03-24

Belmar, 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

2017-03-24

Phila, PA

Account opening, closing, or management

Bank account or service: Checking account

Company Response: Closed

Disputed: No Timely Response

2017-03-18

NY

Customer service / Customer relations

Credit card:

Complaint: In in XX/XX/XXXX, I applied for a Santander " XXXX '' card at a branch in XXXX, MA. I also signed up for a checking account with them. I used both for a few months, and quickly realized the service was terrible and they were using deceptive business tactics. Just one example, the man who signed me up said there would be no annual fee whatsoever, yet there was. I closed the debit account, but continued using the card in certain circumstances so my credit would not be destroyed. In XX/XX/XXXX, I left for XXXX to work for a year. Before leaving, I paid off everything on the card. I pride myself for never being late on a payment for any card I have ever owned, I know the extreme consequences. After 2 weeks in XXXX, I checked again. There were no charges. Everything had been paid. After a couple months, I went to check on the account using the online banking system. After logging in, the system would automatically log me out after 5-10 seconds. I could enter all my information correctly, but the system would simply log me out. I am well versed in tech, and tried from different browsers, different computers, even my phone. Nothing worked. The error was with their system. I did not worry, since I had double checked all payments months before, and never used the card since. In XX/XX/XXXX, I applied for another credit card and was sent a message that my credit score was poor and I was not accepted. I was bewildered, because I 've never missed a payment. I checked my XXXX card ( which I had no trouble logging in to ) and it was at XXXX $ balance. I tried to check Santander again, and encountered the same error - the system would boot me after 5-10 seconds. It was very difficult for me to call customer service, being in XXXX, so I tried every possible method to sign into the online banking. Nothing worked. Finally, I had to spend more money to call them internationally. I finally got an agent on the phone, and he was VERY slow in helping me, dragging out my international calling time further. He did not even realize what the problem was. After about 20-30 minutes I was finally able to glean that a charge had been added on in XX/XX/XXXX, over a month after leaving for XXXX. It was a motel charge from the USA for {$49.00}. This had never been paid and had ballooned into a charge of {$360.00}, destroying my credit in the process. To boot, I had never been notified by Santander via email, mail or anything else. I had never received any correspondence from them whatsoever, even a billing statement. I explained the whole story to the agent and he said there was NOTHING he could do. I was forced to call a second time, spending more money. The second time, they told me all they could do was apply a credit of {$35.00} dollars if I payed it right away. Fearing that they would be happy to throw on more extraneous fees if I did not pay it, and fought without payment, I payed the money. After paying the money, my online banking seemingly magically began to work. I do want to say it was a malicious act to earn them extra fees, but it seems awfully convenient that the banking system did not work, as they completely ignored sending me any statement simultaneously as a charge was added over a month later of paying my balance to XXXX. I am happy to pay the {$49.00} motel charge, but I feel I have done everything I could as a responsible consumer, and the fault lies with Santander 's service for not informing me, or even allowing me to view my account. The total charge ballooned to XXXX, of which XXXX $ is the annual fee I was lied about, and {$49.00} is the motel fee. After subtractacting the {$49.00} and the paultry {$35.00} they gave to " make up '' for their extensive mistakes, I am owed {$270.00} by Santander. They also owe me for the destruction of my credit score. I will end by not recommending their services to anyone, and that I have cancelled all cards and connections with them.
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

2017-03-17

Bryan Mills, PA

Account opening, closing, or management

Bank account or service: Savings account

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

Disputed: Yes Timely Response

2017-03-16

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

Disputed: No Timely Response

2017-03-15

Philadelphia, PA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I refinanced in XX/XX/2015. Every year the Bank says I have an Escrow Shortage. This year is the most expensive one they are asking me to pay. I am on a fixed income and this makes it hard for me when each year my payments adjust. The Bank said they do an analysis rather than an actual which makes it hard for me and they are already telling me that my payments will be going up next year. I wish I could regulate the payments and not owe an unknown lump sum each year.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed

Disputed: No Timely Response

2017-03-14

PA

Other

Credit card:

Complaint: My mother passed away on XX/XX/XXXX, and I am the executrix of her estate. When I I was cleaning out the effects in her home, I found a bill from XXXX that had a due date of XX/XX/XXXX, regarding my mother 's credit card account with them. I called XXXX customer service on XX/XX/XXXX, to notify them of her death and asked what I needed to provide them in order to manage her account ( as the executrix of her estate ). I was told I needed to take my documentation ( death certificate, short certificate and proof of identity ) to a bank branch for verification. So, I drove the XXXX mile round trip to the XXXX, Pennsylvania, branch that was closest to my home and met with the branch manager, XXXX. He took a rub of the seal on my short certificate on the copy he made of my drivers license, made a copy of the short certificate, took an original death certificate and also took my mother 's card and locked all of this in the vault. He also faxed the documents to XXXX 's collections department. At this point I assumed her account would be statused appropriately and I would get a final bill to pay from her estate. I have since received XXXX additional bills for her account, each assessing late fees and finance charges despite my in-person notification to a XXXX employee that she had died, and her account should be marked " deceased '' and written off as such. After the receipt of each bill I called XXXX customer service to ask why her account was not closed and I was still getting bills. I placed calls on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX and was continually told I was not authorized to speak about her account even though I personally took acceptable documentation into a XXXX branch and it was visually inspected by the branch manager. I was finally told on XX/XX/XXXX that they considered me eligible to speak about her account, but I 've received a contractual charge-off statement on the account because it took them over two months to deem me eligible. Her account should have been written off in XXXX when XXXX was notified of my mother 's death, and the account should not have had the additional ( and potentially illegal ) late fees and interest assessed that they piled onto her balance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed

Disputed: No Timely Response

2017-03-10

Canaan Lake, NY

Managing the loan or lease

Consumer Loan: Vehicle loan

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

Disputed: No Timely Response

2017-03-09

Methuen, MA

Using a debit or ATM card

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: Yes Timely Response

2017-03-09

Bryn Mawr, PA

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

Disputed: No Timely Response