SANTANDER BANK, NATIONAL ASSOCIATION

2016-10-12

Burlington, NJ

Settlement process and costs

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

2016-10-12

Nantucket, MA

Disclosure verification of debt

Debt collection: Mortgage

Not given enough info to verify debt
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

2016-10-12

Providence, RI

Using a debit or ATM card

Bank account or service: Checking account

Complaint: My name is XXXX XXXX, im filing a complaint against santander bank. Santander bank is the bank i had my checking account with, and used the check card to pay bills sometimes, for convenience. Not realizing that santander would allow anyone who accessed my card number, any amount of money out of my account, any time they wanted it, simply because they had the card number. That was actually told to me by an employee of the bank, that i spoke with on the phone. I paid a merchant over the phone, while sick, in the hospital one time, and thats how this began. At that time, i believe it was XX/XX/XXXX, i authorized, a one time only payment to a storage service company.The following two months i was still very ill and away for a period of time. XX/XX/XXXX i went to pay the merchant and realized they were already paid from my account from my bank without my permission and i called the bank and the woman told me they also did the same thing XX/XX/XXXX, and i hadnt realized it. They were charging me XXXX dollars a month, taking it right out of my account without my permission, and that was not even the agreed upon price. I wasnt exactly sure how much, i didnt have the paperwork but somewhere around XXXX dollars is what it was supposed to be, regardless what the price was, they had no verbal, written, or any other form of my permission to enter my bank account. So in XXXX, when i realized this, i filed a partial claim with my bank and was awarded XXXX dollars i believe for XX/XX/XXXX and also XXXX dollars for XX/XX/XXXX. My bank told the merchant and the merchant agreed to give me the partial credit, saying it was based on exchange rate difference, as if it were over seas n using foreign moneys. i dont see how thats possible when we are all located in XXXX, rhode island. At this point i wanted to make sure it wasnt going to happen again in XXXX so i had the bank cancel the card so i couldnt even use it. Being XXXX, and on a limited income, i was very nervous and called the bank three days before XX/XX/XXXX asking them to please make sure it doesnt happen again, that i need that money to live off, and for medicine, and they promised nobody could get to my money. Of course, XX/XX/XXXX came, and the XXXX dollars went, right to the merchant, probably at XXXX just after my check was deposited, i didnt stand a chance. I was so upset, the manager at the bank explained its not the tellers fault, and how it was still pending, and i needed to wait for it to process before filing a claim. And so i did, i waited, and yes, i filed yet, another claim, and marked it urgent, only to have the bank deny me. I cant understand how thats even possible, ive spoken to an attorney, XXXX advocate, and i was told, it wouldnt matter if i owed that company XXXX dollars, they still owe me XXXX for entering my account without permission.At that point i had realized there was no getting anywhere with this bank. I was obviously dealing with a bunch of XXXX that didnt have any idea what they were doing if they were going to give me credit the first two months, and agree that i was right, and then totally change their minds the following month and deny my claim deeming me wrong. I just cant figure out one thing, arent they supposed to have some type of approval from me to do direct withdrawals monthly like that, perhaps my signature, somewhere or some form of permission from me allowing someone or some business to access my account, be it once, or on a regular basis, i would think, it would require some level of authorization, or at least i would hope, but apparantly it doesnt, and thats what brings us here today. At this point i feel santander owes me the three payments of XXXX dollars, since they are the ones that handed my money out, as if it were their own.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed

Disputed: Yes Timely Response

2016-10-12

Billerica, MA

Credit decision / Underwriting

Mortgage: Home equity loan or line of credit

Complaint: I was married with a second mortgage on a home. We divorced 10 years ago, she remained in the house. The second mortgage was n't getting paid and was charged off in XXXX of 2013. She went to sell the house and the bank would only accept a payment of $ XXXX for the balance of the charged off loan ( $ XXXX ). We offered to pay the full balance because there was $ XXXX plus in equity. The bank refused the money and we paid the $ XXXX Now the bank is reporting this as a short-sale. This was not a short sale due to the fact that we walked away with $ XXXX at closing. There was more than enough money at closing to pay this debt and we offered to pay the debt. Also, with the charge off, I had already written off the $ XXXX in my taxes as an income.. Is this bank able to collect money on a short-sale that has been written off? Im try to get another mortgage now and move on in my life and this " short sale '' is holding me back. I would like this removed from my credit reports.
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

2016-10-10

MA

Cont'd attempts collect debt not owed

Debt collection: I do not know

Debt is not mine
Complaint: Santander Bank has called over 30 times, even after I called them. The number calling me is XXXX..My phone is 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

2016-10-08

Salem, NH

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

2016-10-07

Providence, RI

Problems caused by my funds being low

Bank account or service: Checking account

Complaint: I messed up a payment and needed to use my overdraft protection for my Santander checking account. I was on vacation at the time, and as soon as I returned went to Santander Bank and paid it off. Since it was a Santander bank and XXXX accounts were Santander. I paid it off in full. i then noticed on line that there was a balance on the credit line. I called the XXXX # and got nowhere in resolving this. I then went to the branch where i made the payment. They told me that the balance was interest that accrued because it took two days to clear. I find that totally unacceptable, since I took money from my SANTANDER checking account to pay a SANTANDER bill at a SANTANDER branch.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed

Disputed: Yes Timely Response

2016-10-06

Arlington Heights, IL

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

2016-10-06

CT

Managing the loan or lease

Consumer Loan: Installment loan

Complaint: Santander Bank formerly XXXX has falsely reported to all the credit agencies wrong. THey reacted to a former complaint of mine and vehemently disagreed. However they changed their information on the XXXX credit bureaus three different times late on three different statements. I was never late. SO here it is in order 1 ) ON XXXX/XXXX/XXXX I contested that they reported wrong on my report ( attached ) that in XXXX and XXXX of XXXX I was not late. I enclosed statements that proved I was n't late. Now to XXXX attached that is what they showed. 2 ) On XXXX XXXX XXXX I got a letter back from Santander saying indeed I was late. 3 ) On my XXXX report Santander now has switched the late months to XXXX XXXX and XXXX of XXXX and now show XXXX and XXXX which I had contested before as paid. 4 ) On another credit reporting service XXXX Santander at another time showed not late any payments.
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

2016-10-06

UT

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My husband and I recently divorced. Our mortgage loan was XXXX of our names. I was awarded our home in the divorce settlement. I have been trying to refinance the mortgage in my name only with my local credit union. Our current mortgage is with Sovereign Bank/Santander. Ever since Sovereign Bank bought our Mortgage from another company, we have been having problems with them. I took over our mortgage payments in XXXX of XXXX. My ex-husband had been paying them previous to that. My ex-husband 's last payment was made on XXXX XXXX, XXXX. He was up to date on all payments and had not missed a payment up until that time. He did not give me the financial information to start making the payments myself until the middle of XXXX of XXXX. To make up for the payment due in XXXX, I made XXXX payments to Sovereign Bank to make up for it, XXXX on XXXX XXXX, XXXX and XXXX on XXXX XXXX, XXXX. From that point on, I have made every payment on time and in full. However, Sovereign Bank keeps charging me a late payment fee of {$28.00} each month because they claim that I am missing a payment somewhere, but can not show when the missing payment was. I have a printed copy from them showing each payment from XXXX XXXX, XXXX through XXXX XXXX, XXXX and a copy of my ex-husband 's and my own bank records showing our payments and neither show any missed payments. They also show a fee called " Conversion Unknown '' with a code of XXXX for {$740.00} on XXXX XXXX, XXXX. I have no idea what that is. I also get a fee with the code of XXXX or " Unapplied Funds '' that they have n't explained and another code of XXXX that is n't explained on their list of " Transaction Codes ''. I have tried to access their online mortgage services that I have previously used to contact them and for the last four months the site says that they are experiences technical difficulties and ca n't respond. I have had
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed

Disputed: No Timely Response

2016-10-04

Nyc, NY

Other

Credit card:

Complaint: XX/XX/XXXX, I had originally opened a credit card with Sovereign Bank, which was administered by the third party XXXX XXXX XXXX. XXXX Santander Bank 's acquisition of Santander Bank XX/XX/XXXX, all credit card administration was transferred from XXXX XXXX XXXX to be handled in house by Santander Bank. Upon reviewing my credit report XX/XX/XXXX, I noticed that my credit reporting history dd not include any of the time that my credi card was handled by XXXX XXXX XXXX as part of Sovereign Bank. I inquired about this first with Santander Bank, and was told that they did not have any record of my credit history prior to the acquisiton on Sovereign Bank, ( this despite the fact that I never closed any accounts, and all of my checking, savings, and credit card account balances were transferred over ). I was instructed to contact XXXX XXXX XXXX. XXXX XXXX XXXX informed me that they no longer have n records of the credit history for any clients that were transferred to Santandr Bank, as all client records were handed over toSantander Bank. I have filed multiple inquiries with Santader Bnk to no avail, and am contnually told that they do ot have any information, again, this is despite the fact that I never closed any accounts, and all of my checking, savings, and credit card account balances were transferred over following the acquisiton by Santander Bank. This situation is negatively impacting my credit score and the average age of my account balances, as well are credit reporting history. I am requesting a formal CFPB complaint to be filed against Santander Bank and XXXX XXXX XXXX regarding into this matter.
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

2016-10-03

Phila, PA

Loan modification,collection,foreclosure

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

2016-10-03

New Bedford, MA

Making/receiving payments, sending money

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

2016-10-02

Palmerton, PA

Account opening, closing, or management

Bank account or service: Checking account

Complaint: I closed my checking account, savings account, debit card and online banking with Santander Bank in XXXX 2016. In XXXX 2016 they sent a bill payment through my closed account to another bank. The other bank charged me {$15.00} NSF fee due to returned check. I called Santander bank to find out why they sent a bill through a closed account, their response was that my bill payment service was n't closed. They said I had to request it to be closed separately. I said it makes no sense, if I closed all my accounts and online banking, why would bill pay remain open. After speaking a supervisor name XXXX XXXX, she asked me to fax her the letter that showed the other bank charged me {$15.00} which I did few weeks ago. Now I 'm getting a run around. She tells me she ca n't refund the money because I do n't have an open account. Now she 's not returning my phone calls. Every time I call the bank, I have to explain my situation to a new representative. I have left several messages for her but have n't heard back. I find it very deceptive and poor customer service. First they cause me a fee and then they wo n't help resolve the issue or refund the money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed

Disputed: No Timely Response

2016-09-30

Waterbury, CT

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

2016-09-29

Manhattan, NY

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

Disputed: No Timely Response

2016-09-29

South Chatham, 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

2016-09-29

Jersey City, NJ

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

2016-09-29

Eastamptn Twp, NJ

Using a debit or ATM card

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

2016-09-29

Philadelphia, PA

Using a debit or ATM card

Bank account or service: Checking account

Complaint: I previously submitted a complaint ( case # XXXX ) regarding my fraudulently over-drawn checking account at Santander Bank, NA. The bank has resolved the fraud issue and reversed the charges and fees. However, during the process I noticed what might be a Regulation E issue. I submitted my fraud claim to Santander on XXXX/XXXX/2016. The bank reversed the charges and credited me for the charges and fees on XXXX/XXXX/2016. In the meantime, I received XXXX ( XXXX ) automated phone calls from Santander informing me that my account was overdrawn and that I needed to immediately deposit money to avoid additional overdraft fees. People unfamiliar with their rights under Regulation E may be misled by these messages into believing that they are responsible for over draft fees caused by fraudulent charges. They may then deposit money to offset the negative account balance caused by fraudulent charges just to avoid fees, potentially losing access to even more money then they lost due to the initial fraud for 10 business days for no reason. I contacted Santander about the issue but was told that the phone calls were auto-generated and could not be stopped. For lower-income people and families, this may represent a second type of victimization, where they end up temporarily losing access to even more needed funds than were lost in the initial fraud. Santander should be able to turn off their threatening robocall system in cases where a Reg E claim has been filed.
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

2016-09-28

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 with explanation

Disputed: No Timely Response

2016-09-28

MA

Loan servicing, payments, escrow account

Mortgage: Home equity loan or line of credit

Complaint: My husband and I had a home equity loan from Sovereign which was a second loan taken out on our home. The loan was taken out with Soverign and they became Santander. We went through a loss of our business and Chapter XXXX bankruptcy which has been released. Originally, we had made our monthly loan payments directly through our checking account with the bank because they required that it was done that way. After we went into bankruptcy the bank we were informed by our local branch that they would no longer allow us to make payments directly through our account. They did not give us any direction as to how and where we should continue to make these loan payments. So, we brought our monthly check payment to our local branch. After a year or so, the branch stated they could no longer take the monthly loan payments directly. We spoke with the branch manager at that time and we wanted to know why this was no longer allowed. He told us he would " look into it '' and later informed us that it was because of our bankruptcy but we could drop off the check at the branch and they would foward it to the appropriate office. Once we declared bankruptcy, we no longer received monthly loan apyment notices or other information on our existing loan, payments that we made, or loan balances. Since the bankruptcy was discharged in XXXX, we still have not received any information on our payments or loan balances. We do not even know how much we have left to pay or even what our account number is. All of our efforts to go through the numerous different branch managers to find out what was going on have failed. We continue to make payments through the local branch office but only get a handwritten receipt from the bank teller that acknowledges our check payment ( without any account number on it ). This has become so ridiculous but we can not get a straight answer about our loan! The other problem we are encountering is that when we leave our check with the local branch, we never know when it will be cashed. Some months it is in 3-4 days and other months ( like the last XXXX XXXX payment ) it was not cashed for weeks. This has caused us to get into an overdraw situation with our checking account ( from another Credit union ) and we end up paying expensive overdraw fees. We need to get the information on our loan, what we owe, where we should be sending payments, and when they are due and expected to be cashed ( not to mention an account number and documentation of payments received ). Please let us know if we can get help with this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed

Disputed: Yes Timely Response

2016-09-27

Boston, 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

2016-09-27

Boston, MA

Settlement process and costs

Mortgage: Conventional adjustable mortgage (ARM)

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

2016-09-26

Allentown, PA

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