SANTANDER BANK, NATIONAL ASSOCIATION

2016-07-25

Roberts, ID

Problems caused by my funds being low

Bank account or service: Checking account

Complaint: I had fraudulent charges on my bank account. I have filed four claims that are being rejected because the employees are not filling out the claims right. I have been harassed up to four times per day including Sundays from the collections department after being promised by two managers to have the calls stopped. I have wasted over 5 hours calling and waiting for them to not help me and to tell me that I owe them {$100.00}. I am sick of waiting for help, They told me on XXXX/XXXX/2016 that it would be resolved in 90 days. We are at day 91 and I had to fill out ANOTHER claim today.
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

2016-07-22

Providence, RI

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 with explanation

Disputed: No Timely Response

2016-07-22

Boston, MA

Account opening, closing, or management

Bank account or service: Checking account

Complaint: to whom this may concern I would like to take this opportunity to make you aware that XXXX bank has stole money from XXXX XXXX. they are refusing to refund him the money
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

2016-07-22

Chesterbrook, PA

Cont'd attempts collect debt not owed

Debt collection: Other (i.e. phone, health club, etc.)

Debt was paid
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

2016-07-21

MA

Problems caused by my funds being low

Bank account or service: Checking account

Complaint: I overdrafted my checking account at sovereign bank a few years ago on a small charge. Shortly after I overdrafted I had my wallet stolen. I had overdrafted between XXXX and XXXX dollars and now I am being called by collection agencies looking for XXXX dollars. I went in to my local ( whitman ) santander branch to resolve the problem and they were not willing to wipe the charges. I am a college student and I am struggling to open a bank account because of this ludicrous fee that I can not pay off.
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

2016-07-21

NJ

Problems caused by my funds being low

Bank account or service: Checking account

Complaint: Santander Bank charges a $ 5 monthly fee whenever the " value '' checking account average daily balance for the month drops below {$500.00}. That 's OK and clearly described in their terms. The problem is that they post the fee on the first day of the new period, the day after they send out the statement for the period for which the fee is levied. This means that their customers checking balance is {$5.00} less than the customers expect, and for those customers who live on the edge, might result in hefty overdraft charges. I believe that sticking those unfortunate customers with those onerous overdraft charges as a result of a month long delay in notification of a {$5.00} service fee is the exactly what the bank intended. There should be a requirement that requires banks to post any monthly service fees charges on the last day of the monthly statement period so that they are included in the monthly statement.
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

2016-07-20

Pottstown, PA

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 with explanation

Disputed: No Timely Response

2016-07-20

MA

Account opening, closing, or management

Bank account or service: Checking account

Complaint: To CFPB, I 'm writing this letter to find out how I can get my money back from a business checking account with Santander in MA. My checking account was closed without reason on XXXX XXXX 2016 and without any notification thru mail, email or telephone prior to that closure. In addition, I tried to called Business Customer department XXXX, who are unable to provide any answers except that the account was closed and that I should visit a branch to find out more info. I did visit the Santander branch on XXXX XXXX XXXX in XXXX MA, where I spoke with the Branch Manager named XXXX XXXX. However, after he spent some time investigating what happened to my account, he was unable to provide an answer only except that he saw a note saying that the Santander Compliance Department had closed the account and that it was n't a case of fraud. Thus no official complaint was logged and he was unable to provide further assistance. His email is XXXXXXXXXXXX, XXXX, XXXX ID XXXX. Thus I am writing this complaint letter to CFPB as a request to look into why my accounts were closed without notice as required by state and federal law. Second, I request that Santander returned {$5300.00} from # XXXX and {$55.00} from # XXXX as soon as possible as I need those funds for my business. Thus, please provide a response to my above requests and provide a check for the amounts requested which was unjustly taken from my account. If the Compliance Department did not close my account, then I would like to register a case of fraud that my account was cleaned out not by me as I was n't at the branch on that day XXXX/XXXX/2016. I have attached a copy of the bank statements in question for your reference. Thank you, XXXX XXXX XXXX XXXXXXXXXXXX
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

2016-07-20

Chelsea, 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 monetary relief

Disputed: No Timely Response

2016-07-19

UT

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My ex-husband and I have a mortgage with Santander/Sovereign Bank. For the past 10 years or more, we have been receiving a statement that says we owe over {$5000.00} in mysterious " Financial Fees ''. These are in addition to the mortgage payment, late fee charges, tax fees, etc. For years my husband and I have been trying to get Santander to explain what the fees are for. After hundreds of calls and certified letters requesting explanations for these fees, we have never received a response. Each time we call, we are put on hold or transferred over and over again. Usually, we just get hung up on. My husband and I recently got divorced and I am trying to re-finance our home through another company. This morning, with the phone on speaker so my loan manager at the new bank could hear, I called Santander/Sovereign again. I was put on hold and transferred over 5 times. Finally, a woman named " XXXX '' was able to tell me that some of it was attorney fees dealing with our bankruptcy over ten years ago. The other {$4000.00}, she admitted she could n't explain. She then transferred me to a woman named " XXXX XXXX '' that is supposed to handle all questions dealing with bankruptcy fees. I have called this woman numerous times and I always get her message machine asking to leave a name, phone number and short message. I have left numerous messages asking her to call me back. I have not received a response from her. Our bankruptcy was paid off and finished over ten years ago, and never was there ever anything about bankruptcy fees from Sovereign/Santander in any of the documentation. Also, when talking to " XXXX '', I asked her when my payment was due each month and how long of a grace period until a late fee was charged. At first she told me ten days then she changed her mind and told me fifteen days. Then she backtracked and said ten days again. When I asked her to make sure so that I could send it early enough, she got mad and said it does n't matter when I send the payment, it 's when they accept it. I have been paying electronically each month on the XXXX of the month. She says that Santander has n't been receiving it until the XXXX or third of the next month. She 's claiming that it must take over 15 days for the electronic payment to go through! My bank that I pay from says that it only takes XXXX5 days. Yet Santander keeps charging me a {$30.00} late fee each month. I ca n't win with them. I think everything they are doing is dishonest and possibly illegal. I am on disability/social security with a fixed income. The woman, " XXXX '' told me that if I wanted answers to what the " mysterious fees '' were, I would probably need to " seek legal counsel ''. I do n't have the money to do that. They should be able to provide me with that information upon request. I should n't be responsible for paying for fees, that even they can not or will not explain.
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

2016-07-18

Livingston, 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

Disputed: No Timely Response

2016-07-18

Three Bridges, NJ

Problems caused by my funds being low

Bank account or service: Checking account

Complaint: I have XXXX separate accounts with the Santander bank so as not to co-mingle funds for a XXXX property that I own. I recently deposited a check into my personal account. That check was returned for insufficient funds however it was charged to an unrelated account. I 've contacted the bank and explained that I did not want funds comingled however, the bank representative stated that this was " not best practice '' but legally acceptable. By doing this this bank has reduced the balance in this account to a very low level and has put me at risk for insufficient funds in this account only. If they would only correct their mistake and use the proper account there would be no issue.
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

2016-07-18

NY

Loan servicing, payments, escrow account

Mortgage: Home equity loan or line of credit

Complaint: 1. I made additional payments above my scheduled payment and the bank applied all of these additional funds to interest without telling me. When I requested an amortization schedule, the bank employee refused. 2. In XXXX 2016, this Santander Bank NA imposed a forced flood policy on my property for % XXXX. I have a policy on my property and I refused to pay. I faxed this information to the bank multiple times ( 40 times first time, 20 times, the next ) but the information mysteriously disappeared and even though I made my scheduled payments, the bank stated that I was not making my payments because I did not pay this {$5000.00} fee. 3. In XXXX 2016, I made an additional payment of XXXX the Bank imposed a property search fee on my property, charged me {$85.00}. for this and took the entire additional payment of XXXX instead of applying it to the payment, thus I am late again. 4. On XXXX XXXX, I attempted to make a payment for {$800.00} ( regular payment of {$16.00} cents and the rest as principal ) the bank refused the additional principal payment. this is the usual occurrence. This bank always thwarts attempts to pay down the principal. Because of all of this, my credit rating has dropped XXXX points because it appeared that I did not make payments for 3 months.
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

2016-07-15

Burlington, 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

2016-07-14

RI

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

2016-07-14

Trenton, 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

2016-07-13

Maynard, MA

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

2016-07-13

Succasunna, 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

2016-07-13

New Bedford, MA

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

2016-07-12

Edgemere, 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

2016-07-11

Katonah, NY

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

2016-07-11

Unity Plaza, 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

2016-07-09

Trenton, NJ

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: On Friday, XXXX XXXX, XXXX, my husband and I visited the Santander Bank on XXXX XXXX, XXXX NJ to review our accounts. Because of work obligations we had not been to the bank in quite awhile and for some reason were no longer receiving paper statements in the mail. We planned to leave work early that day to review our accounts. We spoke to the branch manager, XXXX, who reviewed the accounts with us. We learned that they were earning close to no interest and that our checking account was being charged a monthly {$16.00} fee for inactivity since XXXX, XXXX. This checking account was originally opened in order to qualify to earn higher interest rates on our XXXX XXXX account. I never used it as my primary checking account and made no secret of that. XXXX told us that we needed to continue to keep the checking account open to earn future higher interest rates. During that visit we asked to move our money into something that earned around 1 % since we had accounts next door at Investors Bank which were paying that rate of interest. We also asked to have the inactive fees that were charged to our checking account refunded. We were told that although this could be done, it could only be done by our XXXX Banker, XXXX XXXX, who was not in. XXXX promised to have XXXX call my husband 's cell phone early the next week to take care of our requests. After not receiving a call from XXXX, my husband called him on Thursday to follow up on our requests. He told my husband that he would take care of raising the interest rates on XXXX accounts that were in my name in trust for XXXX of my children as well as on our Money Market account. He told him he would also request the inactive fees on our checking account be refunded. He called my husband back several days later to say that everything had been done. Shortly after that, I logged onto my online banking to find that XXXX of the inactive fees had not been refunded. My husband again called XXXX who said that XXXX had taken care of all the fees she was able to and there way nothing that could be done about the last fee. Today I received my Money Market statement which shows the interest rate at .40 %, not the .99 % that we were told. My husband called the telephone number on the bank statement. He learned that none of the account interest rates had been adjusted and he was referred to the branch to speak to XXXX. XXXX told him that he would make sure they got changed and when my husband asked about receiving an adjustment for the time period that it should have been done, he said he could not do that but we were fine since the higher rate would be guaranteed from today ( a longer period of time. ) XXXX also said that we would need to start using our checking account to qualify for the higher rate of interest. That was the first time there was any mention that using the checking account was a condition for the higher rate. I called XXXX back and told him this was completely unacceptable. We had asked for this change on XXXX XXXX and it was now XXXX XXXX and it still has not been done. I asked to speak to his supervisor. He told me the manager was not in and no one could help me until Monday. I told him that I had waited far too long for this to be taken care of and that I expected to resolve the matter today. It was clear when we hung up that I would not be hearing from anyone today. I called back the number on the bank statement and asked if there was someone who could help me resolve this issue. I was told that I would need to speak to someone at the branch office and they further told me that interest rate increases needed to be sent to management for approval and the status on my interest rate request was not yet approved and XXXX never be approved. Upon hearing this my husband and I went to the bank and closed all our accounts.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed

Disputed: No Timely Response

2016-07-08

Ridley Park, PA

Account opening, closing, or management

Bank account or service: Checking account

Complaint: This has to do with Santander Bank. My wife closed our account on XXXX/XXXX/16 and was given no written documentation or verbal conditions of closing the account. On XXXX/XXXX/16 we received a phone call after XXXX from the XXXX XXXX Santander Branch in XXXX, PA saying that our account was overdrawn due to XXXX transactions, XXXX of which were dated XXXX/XXXX/16 and the XXXX others dated XXXX/XXXX/16. I went immediately the next day on XXXX/XXXX/16 in good faith to pay the {$67.00} that I owed them for the XXXX transactions by paypal and asked how these transactions could go through 2 days and 5 days after an account was closed with a {$0.00} and negative balance. I was told that if transactions are made before the account was closed within 24-48 hours the account will reopen and transactions will continue even with a negative balance. They could not provide any written policy when asked. I paid the {$67.00} for the XXXX charges and asked them to dispute the {$140.00} in overdraft charges. At the same time they had informed me that the savings account was n't properly closed because there was still {$0.00} left in the account so I am not even sure the Branch closed the account properly and just did a withdrawal versus closing. On XXXX/XXXX/16 I received a call from XXXX at the Santander Bank collections department trying to collect the {$140.00} and I told them the account was being disputed and she did n't even realize the account was closed making me more skeptical if the account was closed. She then forwarded me to XXXX at the customer service department. After explaining my situation he kept me on hold several times for 30 minutes saying they were speaking about it and said they could n't help me and I have to go back to the branch. I asked for the supervisors name and he said the calls are recorded if I was going to file a complaint. I asked him to forward me to his supervisor which he did.She then told me that the bank will allow transactions up to 30 days on closed accounts not the 24-48 hours the branch told me. When I asked if they had a written policy she admitted they did n't. At this point it seems like the bank is acting recklessly with no written policy on how to handle closed accounts and how long they accept charges. As recommended by customer service I contacted the XXXX XXXX branch in XXXX, PA on XXXX/XXXX/16 hoping to speak the branch manager. I spoke to XXXX who told me that the branch manager was n't available today or on Saturday and I could try back next week if I wanted to. She told me he told her to tell me to contact customer service. When I told them I spoke to customer service and they told me to contact the branch manager she told me that is what he told me and I can try back next week if I wanted to. At this point I told XXXX that no one can give me a straight answer and told her I was contacting the Consumer Finance Bureau she said go ahead and hung up. I called back trying to speak to XXXX who I spoke to on XXXX/XXXX/2016 at XXXX and was told she was with a customer and she never called me back. I feel that the bank is taking advantage of us and trying to corner us into paying the overdraft fees by sending me to branch to customer service and back and forth in a wild goose chase. I think the bank is acting recklessly and committing fraud by closing accounts and accepting debits on the accounts with {$0.00} or negative balances to collect overdraft fees and not notifying the account holder until a week later. I work for a bank and have spoken to a former Santander Branch Manager, a lender at the bank, a branch manager at my bank and they have all agreed that they are not right and not acting in good faith and should return our fees after I already paid the debited amounts in full. I am hoping by contacting this bureau to get my overdraft fees reversed and to notify any other customers who have been taking advantage of with no written policy. Class action lawsuit?
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

2016-07-06

Ellis Island, NJ

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 with monetary relief

Disputed: No Timely Response