SANTANDER BANK, NATIONAL ASSOCIATION

2017-03-08

Accomac, PA

Problems caused by my funds being low

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

2017-03-08

Harrisburg, PA

Using a debit or ATM card

Bank account or service: Other bank product/service

Complaint: I am a resident of XXXX and have been banking with Santander since XX/XX/XXXX. On XX/XX/XXXX significant amounts of money were fraudulently withdrawn from my Santander checking and money market accounts. A substantial cash withdrawal from my money market account was made at a Santander branch at XXXX XXXX XXXX, XXXX ; shortly thereafter another substantial cash withdrawal from my checking account was made at a Santander branch at XXXX XXXX XXXX, XXXX. Four days later, when I was checking my balances online, I noticed the withdrawal activity and immediately notified Santander. I spoke to a representative ( XXXX ), who informed me to contact the Fraud Department. On XX/XX/XXXX I called the Santander Fraud Department, spoke to a XXXX XXXX, and filed a claim. XXXX XXXX informed me my accounts were initially 'flagged and frozen ', to sign an affidavit at a local branch, and file a police report with my Township Police Department -- all of which I completed that day. After filing my claim, the total amounts fraudulently withdrawn from my Santander accounts were returned and I received a 'Fraud Claim Receipt ' letter from Santander indicating that my case had been assigned to a case manager, XXXX XXXX XXXX and that I will 'be notified in writing of the results of [ the ] investigation of my claim '. This same letter specified that I was assigned a Fraud Investigator, XXXX XXXX. On XX/XX/XXXX XXXX XXXX called and informed me that the perpetrator used only fake identification and a credit card to withdraw the funds from my account. He also said I was misinformed by XXXX XXXX and that indeed my accounts were never 'flagged and frozen ' and that this incident did not warrant those actions. XXXX XXXX further said that he will not 'notify me in writing of the results of [ the ] investigation of my claim ' as indicated in the letter I received from Santander . I was understandably vexed as to how and why this type of fraudulent activity could transpire, why my accounts were not immediately placed on hold, why I was not informed of these activities, why I would not receive the investigation document promised by Santander, and why I was grossly misinformed of important details by my case manager, XXXX XXXX. XXXX XXXX defended the policies of Santander by stating that it is a 'customer service business and anyone with identification ( driver 's license ) can get access to any account ' -- effectively, access to funds supersedes bank protection of funds. XXXX XXXX informed me that since I received my money back, my case is settled and I should have no other concerns. XXXX XXXX then posed the question : 'just because you decide to withdraw a lot of money -- does that make it wrong '? The answer to that is : exclusively, no. However, given the weight of evidence in relation to my regular banking practices ( since opening accounts ) there are some clear and obvious inconsistencies : 1 ) Out-of-state branch transactions ( XXXX in XXXX since opening accounts ), 2 ) High dollar amounts ( XXXX cash withdrawals over XXXX since opening accounts ), 3 ) Missing bank card ( XXXX attempts to withdrawal cash without card since opening accounts ), 4 ) Back-to-back high-value cash withdrawals in different branches within same city ( XXXX consecutive cash withdrawals over XXXX since opening accounts ), XXXX ) Recent account conversion ( 1 day prior converted savings to MM ). This letter serves as a testimony to the susceptibility of the Santander security architecture and the inferior communicative efforts in the aftermath of that security failure. My confidence and respect in banking with Santander has been entirely diminished ; my hope is that my unfortunate experience with Santander might serve as a warning to others in the banking security sector.
Company Response: Closed

Disputed: No Timely Response

2017-03-07

Astoria, NY

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

2017-03-07

Lynn, 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

Disputed: No Timely Response

2017-03-05

Boston, MA

Deposits and withdrawals

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

Disputed: Yes Timely Response

2017-03-04

Palmerton, PA

Loan servicing, payments, escrow account

Mortgage: Home equity loan or line of credit

Complaint: Describe what happened so we can understand the issue ... Santander Bank Mail Code:XXXX XXXX. XXXX XXXX XXXX, Pa XXXX continues collection efforts in reference to Account Number XXXX after receiving written notification by XXXX XXXX XXXX and XXXX XXXX XXXX to cease all communication regarding this account. The attached letter was sent in XX/XX/2016 and Santander Bank continued to send four additional months of late notices after the cease and desist notice. In addition they continue collect efforts after receiving written notice from my attorney XXXX XXXX XXXX from XXXX, XXXX, XXXX XXXX XXXX. These actions are in direct violation of 15 USC 1692c 805. Communication in connection with debt collection ( c ) Ceasing communication If a consumer notifies a debt collector in writing that the consumer refuses to pay a debt or that the consumer wishes the debt collector to cease further communication with the consumer, the debt collector shall not communicate further with the consumer with respect to such debt, except -- ( 1 ) to advise the consumer that the debt collector 's further efforts are being terminated. In addition 15 USC 1692d 806. Harassment or abuse A debt collector may not engage in any conduct the natural consequence of which is to harass, oppress, or abuse any person in connection with the collection of a debt. Without limiting the general application of the foregoing, the following conduct is a violation of this section :
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed

Disputed: No Timely Response

2017-03-04

Palmerton, PA

Loan servicing, payments, escrow account

Mortgage: Home equity loan or line of credit

Complaint: Santander Bank Mail Code:XXXX XXXX XXXX, Pa XXXX continues collection efforts in reference to Account Number XXXX after receiving written notification by XXXX and XXXX to cease all communication regarding this account. The attached letter was sent in XX/XX/2016 and Santander Bank continued to send four additional months of late notices after the cease and desist notice. In addition they continue collect efforts after receiving written notice from my attorney XXXX from XXXX, XXXX, XXXX. These actions are in direct violation of 15 USC 1692c 805. Communication in connection with debt collection ( c ) Ceasing communication If a consumer notifies a debt collector in writing that the consumer refuses to pay a debt or that the consumer wishes the debt collector to cease further communication with the consumer, the debt collector shall not communicate further with the consumer with respect to such debt, except -- ( 1 ) to advise the consumer that the debt collector 's further efforts are being terminated. In addition 15 USC 1692d 806. Harassment or abuse A debt collector may not engage in any conduct the natural consequence of which is to harass, oppress, or abuse any person in connection with the collection of a debt. Without limiting the general application of the foregoing, the following conduct is a violation of this section :
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed

Disputed: No Timely Response

2017-03-03

Edison, 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

Disputed: No Timely Response

2017-03-03

Sandwich, 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: No Timely Response

2017-03-03

Moapa, NV

Account opening, closing, or management

Bank account or service: Checking account

Complaint: I applied XXXX times online to Santander Bank for a checking account. The first I applied on XX/XX/2017, and received an email on XX/XX/XXXX telling me that I was declined for an account. " We were unable to verify your identity or other personal information at this time. '' I could not find out the problem, but was told I could re-apply. I did so on XX/XX/2017, and was declined on XX/XX/2017 by email stating the exact same sentence as the reason. I tried a 3rd time on XX/XX/2017, and never even received an email from them. I called in on XX/XX/XXXX and was told I was declined. I have never received a letter from them, letting me know what credit agency they are using for information. This is a violation of the FCRA - Fair_Credit_Reporting_Act. If they wo n't tell me which credit reporting agency they use, I can not find out what erroneous or lacking information is being or not being provided.
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

2017-03-03

NY

Deposits and withdrawals

Bank account or service: Checking account

Complaint: I have a credit card debt with Santander bank and it is well overdue. They took the money from my checking account to cover some of the debt. The funds are from my Military XXXX pay. They took {$900.00} on the XXXX of the month. I was told they can not take money from my government XXXX check.
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

2017-03-02

Wrentham, MA

Incorrect information on credit report

Credit reporting:

Account terms
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

2017-03-02

Rochdale, NY

Settlement process and costs

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: On XX/XX/XXXX, we applied to refinance our mortgage with Santander Bank. We had originally taken a mortgage out through Santander Bank in XX/XX/XXXX. After we applied, the appraisal for our house came in extremely under market. This caused a reduction in the amount of our home equity line with Santander. Our home equity line available credit limit was {$100000.00}. After the low appraisal, it was reduced to {$82000.00}. We had already borrowed above the {$82000.00} limit and we explained to Santander that we would not be able to bring the excess amount borrowed in cash to the closing, which would be over {$25000.00}. They agreed to grant us an exception and allowed us to pay down the home equity line to {$82000.00} at our own pace, at which point the available limit would be capped. We agreed to this and requested that we move forward with the closing. On XX/XX/XXXX, we received a letter from Santander Bank that we were approved for the loan. Included in the letter was a list of required documentation Santander Bank would need to move forward with the loan. A number of the required documents were completely irrelevant, such as proof of liquidation of stocks of {$8500.00} that were then to be deposited into our account. We at no point discussed liquidating any stock holdings to deposit into our checking account. Nonetheless, I provided all of the documents within 24 hours. After providing the required documentation or responses, it would take two to three weeks for Santander Bank to review. Santander Bank would then come back for additional documentation requests. For example, Santander Bank would ask for the last quarterly statements for our 401k plan accounts. I would provide them to Santander Bank within 24 hours. After reviewing these documents, they would come back and ask for more quarterly 401k account statements. This would happen several times, delaying the process. We on numerous occasions requested that they ask for all the documents at once, rather than coming back for additional requests in piecemeal. However, for many of these document requests, Santander Bank would keep coming back to us for additional documents or responses. Santander Bank delayed the application review process so long that on XX/XX/XXXX they requested updated pay stubs. We immediately provided these to Santander Bank, who again needed additional time to review. On XX/XX/XXXX, almost six weeks after the initial requests for documentation, we received an email that all conditions were reviewed approved. However, due to the significant amount of time and delay in reviewing the documentation, the interest rate lock period had expired and Santander forced us to pay a {$4100.00} re-lock fee. While we were informed during this process that the lock period will expire, we were told that this could be waived due to Santander Bank 's extreme delays in processing our application. This was not the case when we came to closing. They did not waive the re-lock fee although they were solely responsible for the lock period expiring. We had to constantly push them to look at our documentation. Every time we submitted something, due to their own errors, they had to come back with additional requests. I would like Santander Bank to refund us this {$4100.00} fee.
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

2017-02-27

Salem, MA

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

2017-02-27

VA

Account opening, closing, or management

Bank account or service: Checking account

Complaint: Promotion advertised to open new account. Went through all the steps and at then end it checked my identify and asked me to answer questions, and somehow system were not able to identify me. Bank system took me to another page asking me to upload XXXX form of IDs to verify identity, once that completed, I was sent a confirmation that I will hear back from the bank soon. After a month or so, the Bank denied opening my checking account, telling me that they ca n't verify my identity thus they ca n't open my 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

2017-02-27

Rockaway Beach, NY

Using a debit or ATM card

Bank account or service: Checking account

Complaint: On XX/XX/2017, I visited a gas station merchant, XXXX, whom I frequent to purchase gas. I always use my debit card w/PIN number to do so. On this occasion, the point of sale did not process, so I decided to try another pump and yet again, the point of sale did not process. I asked the attendant inside if there was a problem with the pump and that person indicated that he was n't aware of such. I then attempted to use another ( 3rd ) pump but again, no luck. I immediately contacted my bank via phone to determine the problem. The bank rep I spoke to advised that the gas merchant had placed FIVE holds on my account for each transaction, attempted or otherwise, in the amount of {$91.00} dollars. Yet, I explained that while that has not happened in the past and if even so in this case, I had the funds on hand well over the amount of {$91.00}, so why is the transaction not being process. I was then advised that since I made three attempts in addition to two other holds the merchant had on my account, totaling five, my account was now in a negative balance. I was completely frustrated and to no resolved could I get the bank rep to understand that this hardship should not have occurred since my account had the available funds. On XX/XX/2017, ( today ), I decided to investigate this issue further and found that by all accounts on-line, when a consumer uses a debit card with a PIN-number, a hold is not placed, or should not be placed on the consumer 's account since the transaction is immediate. Based on other reports, the instance where a hold is placed, the funds are made available within the hour since a PIN-number is used. Moreover, by all reports, the merchant is not responsible for holding up your funds, the merchant ONLY SETS the amount to be held. Thus, it is the bank that HOLDS the consumer 's funds. Thus, I immediately contacted my bank again to voice my concerns for their FAULT at withholding my funds and to vent my frustration as to why the bank did not allow my point of sale for the gas to process. I was met with resistance for resolve and even after speaking with a so-called supervisor, who YELLED at me, while no less agreeing with me that it was the bank 's fault, I am still left with frustration. I have also incurred an overdraft fee on my saving account in the amount of {$2.00}, along with the held-up funds of {$430.00} dollars, all of which I demanded be released and credited to my account expeditiously. I feel that I have a right to such, since the bank is clearly blaming the merchant and faulting me. Moreover, I had available funds to cover my costs and should not have even been subject to the pre-authorization hold since I ALWAYS use a PIN-number with my debit card. PLEASE intervene here and help me to resolve this issue forthwith.
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

2017-02-26

Wallington, NJ

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: XXXX/XXXX/27 Dear Consumer Financial Protection Bureau : Attached is a follow up complaint to my initial complaint number XXXX due to incomplete Santander Bank manager and/or representatives ' response to my request. Thank you for your help. XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed

Disputed: Yes Timely Response

2017-02-24

Warren, RI

Making/receiving payments, sending money

Bank account or service: Checking account

Complaint: I received a check in the mail for about {$2000.00} and I deposited it in my account. My bank fulfilled the check 2 days later. I then withdrew a certain amount from that check and deposited it in another account. Another 2 days later, my balance is almost - {$1500.00}. It turns out that the check was fictitious and I was left to pay back money that was n't even mine.
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

2017-02-23

Berkeley, 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

Disputed: No Timely Response

2017-02-23

Staten Island, NY

Loan modification,collection,foreclosure

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

2017-02-21

Staten Island, NY

Problems caused by my funds being low

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

2017-02-21

Seneca, SC

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

2017-02-21

Kingston, MA

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

Disputed: No Timely Response

2017-02-21

New Britain, CT

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I was denied Mortgage Loan Modification many times over the past 4.5 years. Every time they gave a different reason. ( They even CLOSED my file on numerous occasions ) citing " NOT RECEIVING THE DOCUMENTS '' ... .so my file did n't even make it to a reviewer.. I started sending the documents to a mediator, to their lawyers and also to them directly. ( Since doing this they did not tell me that the documents were not received anymore ). In earlier XXXX, they sent me a letter saying that they approve my modification request - the letter was dated XXXX XXXX. At approximately XXXX on Thursday XXXX XXXX, I received some documents from the Mortgage lender outlining the terms of the " modification '' ... ..which, if I were to sign, would eventually put me in a worse situation that I am in currently. ( They want me to sign and return the documents by XXXX XXXX ). They are trying to put me in a 40 year adjustable/variable rate mortgage which I think is real unfair business practices. Please investigate for me and if possible point me to an attorney who may be able to assist me with this .... Thank You
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

2017-02-18

Hyannis, MA

Settlement process and costs

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