SANTANDER BANK, NATIONAL ASSOCIATION

2016-11-30

Brooklyn, NY

Other

Credit card:

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

Disputed: No Timely Response

2016-11-30

NH

Using a debit or ATM card

Bank account or service: Checking account

Complaint: I noticed my business debit card did n't work on or about XXXX/XXXX/2016. I had several XXXX dollars available or so I thought. I informed the bank on XXXX/XXXX/2016 of approximately {$9200.00} of fraudulent purchases that I did n't make between the dates of XXXX/XXXX/2016 and XXXX/XXXX/2016 per my statement dates. The bank is consistently denying my fraud claim due to questionable items outside the 60 day period. Please read my detailed statement and other documents attached. My account is overdrawn by almost {$2000.00} and I 'm getting threatening letters that indicate my checking account for closure and collection actions will be taken. There are several bounced checks due to the fraudulent purchases.
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

2016-11-29

Boston, MA

Money was not available when promised

Money transfers: International money transfer

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

2016-11-28

Haverhill, 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: Yes Timely Response

2016-11-24

Allentown, PA

Wrong amount charged or received

Money transfers: International money transfer

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

2016-11-22

Phila, PA

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

2016-11-19

MA

Problems caused by my funds being low

Bank account or service: Checking account

Complaint: Charged overdraft fee more than 50 times even though I signed to be opt out. They still cant fix the problem.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed

Disputed: No Timely Response

2016-11-17

MA

Deposits and withdrawals

Bank account or service: Checking account

Complaint: On XXXX/XXXX/16, Santander Bank left a message on my voice mail alerting me that fraudulent activity had occurred within my online banking checking acct. I called the number they told me to call, however, they told me they could n't give me any info & that I 'd need to go into the branch office. On XXXX/XXXX/16, I went into the XXXX XXXX XXXX XXXX, MA branch office. I was there 2 1/2 hours while XXXX XXXX, the bank rep, called the fraud unit. I was informed {$990.00} was externally transferred out of my online checking acct. Finally, someone at the tel. fraud unit line took my claim ( while still at branch ), telling me to use reference # XXXX to inquire about status of the claim. I was also informed by the person taking the claim that I 'd receive a 'provisional credit ' of {$990.00} into my acct. within XXXX10 business days. Also, they 'd send me an affidavit letter & I was to return it asap. To this date, I have n't received the letter nor the provisional credit. I have gone into the branch on XXXX separate occasions since & have called their fraud unit XXXX6 times & I 'm told by everyone that my acct is BLOCKED & no one can help me. Here 's the situation. I 'm XXXX yrs old & I need to purchase medicine as well as pay some bills. The {$990.00} that was fraudulently removed was the bulk of my Social Security check ( {$1000.00} ). Due to the massive incompetence by Santander, as well as some rude customer service reps, I 'm now in a financial DIRE NEED SITUATION. Today, ( XXXX/XXXX/16 ), I was told 'maybe ' I 'd receive the money in XXXX90 calendar days. When told by me this was unacceptable, they told me they could do nothing further. I 'm being treated like a criminal when I 'm the VICTIM of fraudulent activety which occurred within THEIR online banking system. Obviously, their online banking security measures are failing but that 's not my fault.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Disputed: No Timely Response

2016-11-17

Jersey City, NJ

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: i opened an account with santander bank in XXXX, nj on XXXX XXXX, 2016 with a promotional bonus of XXXX dollars within 30 days after having my account open for 90 days and meeting XXXX in direct deposits. I have met all these requirments and we are on day XXXX and i still have not recieved my credit. I have emailed the cs of santander with a ref of XXXX and still have yet to receive a response. I have also called account services and was given a ref num of XXXX on XXXX XXXX, 2016 and my credit has not been issued. When i opened my account on XXXX XXXX i brought with me a coupon which i had emailed and gave to the women who opened my account. I get direct deposit from my employer every 2 weeks and have met the XXXX total a long time ago. I dont feel i should have to fight for money which was promised and is still being promoted on their site as of today
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed

Disputed: No Timely Response

2016-11-16

Bissell, CT

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

2016-11-16

Boston, MA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: XX/XX/2016 - file is 26 months past due totaling about $ XXXX ( w/o any fees ). Loan mod was denied because the servicer was unable to reduce the principal and interest portion of the payment - therefore a loan mod is no longer an option - no matter what the homeowner changes in her circumstance the result would still be the same - the servicer tried to extend loan to 40 yrs ( max term ) & reduce the interest rate as low as they are able to and still the monthly payment was too high. -- The servicer would not communicate to the HUD approved nonprofit whether they reduced the interest rate at all. -- Available options is to reinstate or come up with a significant down payment so that the homeowner can agree to a 12 month repayment plan otherwise option is to liquidate. -- The file is in active foreclosure with NO sale date because the file is in active bankruptcy ; therefore the foreclosure is on hold. - My request for a NPV was denied ; request must be in writing and even then the request my not be granted. I was not given an answer when I asked what the lowest interest rate they used to determine if the homeowner was able to get approved for a loan mod or not.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed

Disputed: No Timely Response

2016-11-16

Warren, OH

Application processing delay

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

2016-11-15

Brooklyn, NY

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

Disputed: No Timely Response

2016-11-15

CA

Account opening, closing, or management

Bank account or service: Checking account

Complaint: I have had an extra20 account with Santander Bank for over a year, which provides its clients with {$20.00} each month that they satisfy two requirements : 1. Received a direct deposit of {$1500.00} 2. Make 2 bill pays Since XX/XX/2015, I have received the {$20.00} bonus for satisfying these requirements each and every month. During this time, I have not changed anything, and now since the billing period beginning in XXXX, they have refused to honor the promotion. Instead, I was charged a $ XXXX monthly fee, which I was able to get refunded after escalating to a supervisor. Once again, neither the origin nor the amount of the direct deposit has changed over the entire course of my relationship with Santander Bank. I have since spoken with a Santander representative and opened case numbers 4 times, each time being reassured that they would review my account and correct the mistake. I was provided no advance notice that my direct deposit would no longer qualify for their terms due to a change in their internal policy. At this point, I am due {$40.00} in payments and they have not been able to resolve the issue. To make matters worse, this resulted in my account incurring fees, requiring me to get them reversed.
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

2016-11-14

Las Vegas, NV

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: Yes Timely Response

2016-11-14

Schuylkill Haven, PA

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

2016-11-14

Orland Hills, IL

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

2016-11-10

Lowell, MA

Application, originator, mortgage broker

Mortgage: FHA mortgage

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

2016-11-09

Orange, 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

Disputed: No Timely Response

2016-11-09

Lawrence, NJ

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

2016-11-08

Wilson, CT

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

2016-11-07

Nashua, NH

Credit card protection / Debt protection

Credit card:

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

Disputed: No Timely Response

2016-11-07

Lexington, NC

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Complaint: My husband and I was working with our loan company to lower our house payment because they had raised it and we could not afford it. We sent all information, forms and bank statements to them and would not get back to us. It was always very hard to get in touch with our point person. They said they was sending out someone to evaluate the home. No one ever came. We received a letter that they were through with their evaluation and was ready to start foreclosure before sending someone out to our home.
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

2016-11-05

Boston, MA

Deposits and withdrawals

Bank account or service: Checking account

Complaint: Hello everybody and thank you for your help. On or about XXXX XXXX I attempted to deposit {$1900.00} to my Santander Bank account via ATM at XXXX XXXX branch of Santander, XXXX, MA ( I used ATM that is furthest from the entrance ). ATM took the money but did not deposit any amount on my account, neither it gave it back to me, neither ATM provided receipt. At the spot I contacted customer service of the bank and representative assured me : that I can leave that location, money will go nowhere, they will deposit provisional credit while they are conducting an investigation. Reference number for the call and opened case is : XXXX As the result {$1900.00} were deposited as provisional credit. Yesterday ( XXXX XXXX ), I received a letter from the bank stating that there was NO error found on their side and they will take provisional credit back on XXXX/XXXX/2016 ( and they took it ). Today ( XXXX XXXX ) I called their Card Claims Contact Center. XXXX, a representative, and XXXX, her supervisor, told me that ATM team did not find any excess of cash in the ATM where I deposited my money. Therefore they closed the case and withdrew {$1900.00} back making my balance negative ( which causes a potential problem that bank will charge fee if I ever attempt to use my card ). As the result of the conversation the new claim and complaint about how case was handled by them was opened. Ref # XXXX, complaint # XXXX. I demanded a better investigation to be done. XXXX and XXXX assured me that Fraud Prevention team and Card Claims team both will be involved, as well as they will be using video recording from the cameras at the spot. Imagine yourself in my shoes, when bank took {$1900.00} and make you pay for it. This amount of money is not a needle in the haystack and if Santander bank has internal problem of theft, unprofessionalism, problem of audit or not properly working ATMs it must deal with it but not customers. I have some questions/suggestions if that will help : 1 ) why it took them more than a month to investigate? Is n't it supposed be under 30 days? 2 ) what will they do differently during the reopened case.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed

Disputed: No Timely Response

2016-11-02

Carver, 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 with explanation

Disputed: No Timely Response