SANTANDER BANK, NATIONAL ASSOCIATION

2019-08-01

PA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: When Santander bought XXXX XXXX they called in two business loans which were always paid on time. This put a big strain on my business as I needed money at certain times to purchase seasonal products. When my business began to fail I approached Santander to procure a lower mortgage rate through the HARP program. They told me they held my mortgage and because of the economy and real estate values dropping, they would not consider a re-finance. The mortgage was always paid on time and there were also several additional payments made. My feeling is that since I kept the mortgage in good standing and they were getting 6.25 % interest, they didn't want to negotiate in good faith. The business suffered some disastrous problems and as a result I could no longer make the scheduled mortgage payments. Because of these problems my marriage fell apart and now I was short an income source and eventually had to claim bankruptcy and sign the house over to an agency who took over the mortgage. I feel Santanders greed to retain my high interest mortgage rate led to the subsequent problems that occurred and basically led to me loosing my home and the XXXX XXXX dollars I had already paid in mortgage payments. Amazingly, when I was unable to maintain the scheduled payments, Santander was open to restructuring the 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

2019-08-01

Harsens Is, MI

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

2019-07-31

Trenton, NJ

Charged fees or interest you didn't expect

Payday loan, title loan, or personal loan: Personal 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

Timely Response

2019-07-31

Brooklyn, NY

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-07-30

Staten Island, NY

Struggling to pay mortgage

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

2019-07-26

East York, PA

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

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

Timely Response

2019-07-25

Three Bridges, NJ

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-07-25

Sandwich, MA

Closing on a mortgage

Mortgage: Other type of 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

2019-07-24

Berkeley, NJ

Problem when making payments

Payday loan, title loan, or personal loan: Personal line of credit

Company Response: Closed with explanation

Timely Response

2019-07-22

Boston, MA

Managing an account

Checking or savings account: Other banking product or service

Problem using a debit or ATM card
Complaint: I went to a hair salon on XX/XX/19 had an appointment to have service done on my hair spoke with the owner and she said the services I wanted she was not familiar with it and she spoke with her daughter and she came back and said her daughter knew how to do it but the problem was her daughter was booked for the day and I said but I made the appointment and you responded to my email and you say yes come in she then said wait I will see if my daughter can fit you in and she came back and said yes, but it is going to be a wait and I responded and said should I leave and come back later she said no wait I had no idea I was going to be sitting there 5 hours before they started services on my hair finally around XXXX XXXX they had another co-worker start providing services on my hair and the owner of the salon was to cut and style my hair and she was rushing to get me out after sitting there all day she finally said I have to leave I am going out for the evening and I have to finish shopping I am throwing my XXXX XXXX XXXX son a birthday party the next day XX/XX/19 and the style and cut the owner did on my hair was an XXXX of a mess I ended up paying {$180.00} on my hair I had to go to someone else to correct the cut and style the previous salon did on XX/XX/19 I put a complaint with my bank and that was Santander they denied the claim on XX/XX/19.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-21

Lawncrest, PA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: Hello a few years back my bank account was fraudulently used by scammers to put money inside like bad checks and they somehow took the money off I tried to explain it but it didnt help now Im having issues with getting my mortgage loans I cant refinance my car or get into a credit union to better myself I just want to see what I can do to help my situation and get this Taken care off ASAP so I can open a bank account at a credit union
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-19

Philadelphia, PA

Closing an account

Checking or savings account: CD (Certificate of Deposit)

Funds not received from closed 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

2019-07-18

NY

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

Complaint: I received a Pre-Qualification letter in the amount of {$450000.00} from XXXX XXXX at Santander Bank on XXXX XXXX. I told XXXX that I didn't have 2yrs income, but XXXX said I would still be approved. I then went searching for properties in Connecticut. I found a property and my offer was accepted on XX/XX/XXXX, I sent XXXX the contract to start processing right away. Throughout the process XXXX has been misleading and didn't inform me on anything that was going. My Realtor called XXXX on XX/XX/XXXX to get an update on the process she asked why haven't I started my Loan application and XXXX told her I did my loan application a long time ago which was incorrect. She then told him that I never signed anything so how was the mortgage application completed with my knowing and without a property in place. She asked XXXX if he explained the process to me and he told her he did, but he can't always be available because he is over 3 different branches and is busy.she asked if there was someone else she could speak with regarding this loan and he told her no. XXXX then called me to process the mortgage application on XX/XX/XXXX. My Attorney, My Realtor and myself called XXXX to get an update on XXXX and XXXX stated he should hear something by XX/XX/XXXX. He never told us he just processed the application. I didn't hear anything back from him so my Realtor called him on XX/XX/XXXX for status update but XXXX didn't answer her call. He then called me telling me the loan was denied. He didn't give me any paperwork or anything. My realtor called the branch located in the XXXX and the staff wouldn't connect her to a manager. The Sellers are holding {$7500.00} of my money and I can't get it back without a denial letter. Also, XXXX knew I only earned {$15000.00} in XXXX and my XXXX XXXX was XXXX for my new business that has been opened for 1yr. Instead of telling me the truth he lied and dragged this whole process out. He also switched my loan fromFHA to Conventional without my knowledge but told my Realtor he didn't know Connecticut FHA guidelines were different from NEW Yorks.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-17

CA

Problems at the end of the loan or lease

Vehicle loan or lease: Loan

Unable to receive car title or other problem after the loan is paid off
Complaint: In XXXX I obtained a boat loan from XXXXSantander Bank. On XX/XX/XXXX, I sent Santander Bank a check for {$30000.00} to pay off loan this check was posted to my bank statement on XX/XX/XXXX. I received a letter from Santander Bank dated XX/XX/XXXX stated loan was paid in full. In XXXX of this year my Ex received a call asking me to call the bank. I did and was told I was a month overdue on my payment. I explained I had paid off this loan. The bank person looked at documents and found the paid off loan letter and told me she would correct the problem. On XX/XX/XXXX I received a letter from bank stating I was overdue {$590.00} on the balance of XXXX. This letter came about the time I had talked to the bank person. I did not respond. In early XX/XX/XXXX I got a message to call bank. I did and was told I now was 61 Days overdue on payment of {$1200.00}. I called bank on XX/XX/XXXX, I insisted I had received a letter saying loan was paid off. They stated there was a balance due and I needed to pay it. That evening I went through my files found the letter stating loan was closed. On XX/XX/XXXX I call customer service at bank to state I had my letter saying loan was paid off. Customer service could not find this loan. I was sent to loan person who sent me back to coustomer service who sent me back to a different loan dept who sent me back to coustomer service. No one could find the loan. I was advice to email Bank which I did I and received an electronic response. On XXXX XXXX I filed a complaint with OCC, case number XXXX. On XX/XX/XXXX I received a certified letter from bank stating I was overdue XXXX and if payment not received by XX/XX/XXXX my boat would be reposed. On XX/XX/XXXX I called bank. The bank representative told me they had received my payment of XXXX in XXXX and {$3500.00} had been reversed for probably insufficient funds.. That evening I dug through more files and found my bank statement indicating my statement had been posted a withdrawal in the amount of {$30000.00}. There was no insufficient funds. This has become crazy.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Timely Response

2019-07-17

Brooklyn, NY

Problem with a lender or other company charging your account

Checking or savings account: Checking account

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

Timely Response

2019-07-16

Dayton, OH

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Information is missing that should be on the report
Complaint: In XX/XX/XXXX Santander changed mortgage servicing companies from Santander to XXXX XXXX. In this transfer/change my account number for my Mortgage also changed. Since XX/XX/XXXX, XXXX XXXX the payment processing company for my Santander mortgage, has not reported this Santander loan to the three major credit reporting agencies of XXXX XXXX and XXXX. Information regarding my Santander Mortgage as it currently reports to the 3 major bureaus is Closed/Transferred Acct # XXXX on XX/XX/XXXX. Technically, this is correct. This account NUMBER was closed/transferred. However, what does NOT show on the reports and what has not been and currently not being reported is Santander Mortgage account XXXX, which is the account the old number was transferred TO. I have been receiving statements from Santander account XXXX with correct balances, payment history, and have made on time current payments since XX/XX/XXXX. However, none of this account, it's existence, it's balances, it's payments history, are being reported to XXXX XXXX or XXXX I have filed credit disputes with these three bureaus, however they can not dispute an account that in their systems, does not exist. I have been " in complaint '' of this error to Santander beginning XX/XX/XXXX when I discovered the errors. Santander instructed me to direct my concern to " XXXX '' with my details. This department does not allow direct customer contact and forces me to have to speak with a general customer service rep at the XXXX number. These general service reps do not have the ability to speak to the department handling my case. They also insist that they are IN FACT reporting my loan to all three credit bureaus. They are not resolving my issue and there seems to be no one to work with there. Santander 's new mortgage loan processor, XXXX XXXX, is IN FACT NOT reporting to XXXX XXXX or XXXX the loan activity and balances on Santander Mortgage loan XXXX for myself.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Untimely Response

2019-07-15

Manhattan, NY

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Home equity loan or line of credit (HELOC)

Company Response: Closed with explanation

Timely Response

2019-07-13

New Britain, CT

Managing an account

Checking or savings account: Other banking product or service

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

2019-07-13

Lynn, MA

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: I returned merchandise that I had purchased a few days before to XXXX department store in XX/XX/XXXXWith the original sales recipient. at that time the money was Immediately credited back to my account. An hour later it was removed from my account. I contacted Santander immediately, and several times in an attempt resolve the unauthorized debt from my account. Contacted Santander and XXXX on a three-way conversation. Ive made many attempts to get my money back. this matter needs to be resolved. I did not authorize XXXX to pull {$120.00}.
Company Response: Closed with explanation

Timely Response

2019-07-12

Brooklyn, NY

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-07-11

Houston, TX

Closing an account

Checking or savings account: Checking account

Can't close your account
Complaint: Last XXXX XXXX week 2018, I tried to use my Santander account in XXXX. One of the reasons I had originally opened the account was because I was told that it was an international bank. Much to my surprise, it was not, and I was informed that Santander in XXXX has no connection to Santander in the US. While on the phone, I requested that my account be closed and my funds be returned to me, as I had been lied to. This did not occur. Instead, I had to pull out all of the funds myself. The account sat dormant until they let a charge that was not supposed to go to that account ( it had been set up to charge a XXXX account ), slip through. Because the account was never closed, they continued to charge me fees, etc. The account should have been closed a year ago.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Untimely Response

2019-07-10

Trouble during payment process

Mortgage: VA 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

2019-07-08

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-07-06

Phila, PA

Improper use of your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Credit inquiries on your report that you don't recognize
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-03

Brooklyn, NY

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