SANTANDER BANK, NATIONAL ASSOCIATION

2016-05-23

Carver, MA

Cash advance

Credit card:

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

Disputed: Yes Timely Response

2016-05-21

MA

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: My APY on my money market account with Santander changed from 1.25 on my XXXX/XXXX/XXXX statement to 1.10 on my XXXX/XXXX/XXXX statement to .75 on my XXXX/XXXX/XXXX statement. I received no notice or notification about the change in my APY nor authorized the change with Santander or agreed to it. This is highly concerning to me as this is a violation of Banking regulations and warrants a complaint. I did try reaching out to Santander customer support and they gave me no written excuse. Instead they told me to call a customer support number which I did and sat on hold for XXXX minutes and could not hold any longer. I think it is ridiculous that the Bank could not respond in writing. I believe this Bank is treating its customers Unfair and are being deceptive about their business with its customers. I would greatly appreciate the CFPB and the regulator of Santander to perform an exam of this Bank and identify all its control breakdowns and deceptive acts and other potential regulatory violations.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed

Disputed: Yes Timely Response

2016-05-20

Harrisburg, PA

Deposits and withdrawals

Bank account or service: Checking account

Complaint: Santander Bank, XXXX XXXX XXXX and XXXX failed to do their do diligence, by not calling XXXX bank to properly route funds to XXXX account. This event happened on XXXX/XXXX/2016 at XXXX at the XXXX branch. Ask for a Manager, their was none present. Then had to go to XXXX to cash XXXX bank settlement check.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed

Disputed: No Timely Response

2016-05-20

Lafayette Hl, PA

Account opening, closing, or management

Bank account or service: Checking account

Complaint: On XXXX XXXX I opened a simply right checking account online with Santander Bank because of a promotion being run for a {$150.00} bonus. As per the terms, my account has been open and in good standing for more than XXXX days and I have funded said account in excess of {$500.00} through direct deposit. As per their terms, the bonus would be credited within 30 days if all terms were met. I have met said terms and contacted their customer service by phone 7 times and email once. I have been told multiple times that it would be credited on a certain date, and it still has not.
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

2016-05-19

VA

Account opening, closing, or management

Bank account or service: Checking account

Complaint: Hi, I opened an account towards XX/XX/XXXX with Santander with a promotion code for {$150.00} after fulfilling certain requirements. I completed that and now they are saying I ca n't get the promotion since I did n't open it online but I did. When they called they said they would call back with more information, but no calls. Please can you help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed

Disputed: No Timely Response

2016-05-18

Brooklyn, NY

Account opening, closing, or management

Bank account or service: Checking account

Complaint: In regards to my situation. I currently have XXXX accounts at Santander bank. XXXX account is a single ownership witch is under my name and the XXXX account is a student account with my son. The student account was opened when he was XXXX years old therefor the bank rep had to ad me as a second owner. On XXXX XXXX, 2016 my accounts were frozen due to a NYS levy. despite my ac/ my situation of a levy, I feel my sons account should had not been frozen considering its a student account and those funds are his. I called the bank and was told that cause my name was on it. Had to been on hold. I asked them to take a history his account. he uses that account for his payroll at XXXX. He is a student and when hes on break from school. he returns to work. Santander refuse to release the hold witch the account had only about {$98.00} dollars I called NYS and explained to them the situation and the had they acted very helpful to ask Santander to release my sons account only. Santander refused. So in the interim Santander took the {$98.00} dollars from my son 's and left the account at XXXX balance witch I find that my personal financial situation should not affect his funds .... Can Santander bank or any other financial Institution freeze a student account? please advise
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief

Disputed: No Timely Response

2016-05-17

Hagerstown, MD

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

2016-05-17

Queens, NY

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

2016-05-17

MA

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: As a loyal customer of Santander Bank, I am not happy that I had to hear from another Bank that Santander had a privacy breach. As a customer I would expect Santander to notify its customers, but instead I need to hear the news from another Bank that received a privacy breach letter from Santander. The letter another Bank received discussed the following : On XXXX XXXX, 2016 Santander Bank sent an image cash letter file to the FRB and the file did not have a correct alignment of the data to the image records and as a result, it is possible that check images from the file were viewed by third parties or unintended recipients of the check images. Being a resident of the state of Massachusetts where privacy is taken extremely serious and being a customer of Santander, you would think the Bank would notify its customers that such event occurred or let them know the event occurred and their information is safe whether an image of their check or information was viewed by a third party or not. I have been highly unsatisfied with Santander 's customer service recently and this just puts the icing on the cake in terms of me taking my deposits elsewhere. I do not see how this Bank could keep me as a customer at this point. Recently, they decided to take away my XXXX checking account with no reason on why the product was being cancelled even after I asked to be contacted. They even went to the level of being unfair and deceptive in terms of only offering {$150.00} to new customers of their simply right checking product which is what they are putting me into after closing their extra20 product and told me that existing customers do not qualify. So they are forcing me into a product I do n't want and not offering me a bonus because I am not a new customer. None of this makes sense. You would think that they would offer existing customers something after forcing them all out of a product. You would even think they would grandfather customers into the product to not lose them or get to the point where a complaint has to be filed because the Bank is becoming unfair and deceptive to its customers. If Santander wants to win my business back they should be notifying their customers about this breach and always honoring their customer requests to keep them in products they are discontinuing. The Bank should be fair to its customers and not try to deceive them as well. If they can not do this they are just turning into a XXXX XXXX and will wind up in the news in a negative light for being unfair and deceptive. I am sure I will not be the only customer to complain or approach the news stations on this topic. I hope the CFPB and regulatory agencies can assist in this matter and force Santander to clean up its act.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed

Disputed: Yes Timely Response

2016-05-16

Fraud or scam

Money transfers: International money transfer

Complaint: updating Case number : XXXX good morning, the following e-mail received by my bank XXXX in XXXX from Santander bank shows that Santander bank has given its engagement to stand on behalf of its fraudulent client XXXX, and gave its engagement to pay for losses and damages instead of its client and now we received the below e-mail in which they are saying that they will not pay because there was no money available in their client 's account so I would like to update my complaint. - the bank received the wire transfer on the XXXX of XXXX they have kept the money for all this time. they have sent us a swift on the XXXX of XXXX to say there was no money available so they tried to gain all this time knowing that they will send a negative response ignoring the fact that they have made several mistakes as notified in my original complaint. - they have given their fraudulent client enough time to withdraw all the XXXX usd even by small parts. I am telling you that this bank is as fraudulent as their client and I am asking you to protect me from their behaviour. I am victim of their client who robbed me of XXXX usd by using a fraudulent proforma invoice and covered by this bank who gave him the opportunity to make this robbery and gave him enough time to get access and withdraw as much money as he wants. sincerely yours XXXX the bank 's engagement Secured Message From : XXXX To : XXXX Date : XXXX/XXXX/2016 XXXX GST Subject : Your Recent Concerns - SecureThisMessage Attachments : XXXX SecureThisMessage Dear XXXX XXXX, Thank you for your e-mail below. We responded directly to the Office of the Comptroller of Currency yesterday, and I have attached a copy of our response to this e-mail. As stated in our response, we are still awaiting a Letter of Indemnification in order to assist you. To clarify, this is when a bank or insurance company promises by this written confirmation to act as a 3rd-party on behalf of the first party in a transaction or contract. The 3rd-party covers loss or damage to the 2nd-party in the agreement caused by the first party. Also known as an indemnity bond. We can not move forward in this matter until you obtain an indemnity bond from your insurance company or bank and provide it to us. For additional information, please contact our Fraud Prevention and Security Department at XXXX. Thank you, XXXX Vice President Manager Customer Relations Mail Code : XXXX, PA XXXX Tel : XXXX ( XXXX ) Fax : XXXX ( XXXX ) XXXX the XXXX received the XX/XX/2016 Dear Sir Please find the below response received from correspondent -- -- -- -- -- -- -- -- -- -- - Instance Type and Transmission -- -- -- -- -- -- -- Original received from XXXX Priority : Normal Message Output Reference : XXXX Correspondent Input Reference : XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- - Message Header -- -- -- -- -- -- -- -- -- -- -- -- - XXXX Output : FIN XXXX Free Format Message Sender : XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- - Message Text -- -- -- -- -- -- -- -- -- -- -- -- -- - XXXX : Transaction R XXXX XXXX : Related Reference XXXX XXXX : Narrative AMOUNT USD:XXXX VALUE DATE:XX/XX/2016 XXXX REFER TO OUR ABOVE MENTIONED PAYMENT, PLS NOTE THAT WE HAVE RECEIVED FOLLOWING MESSAGE FROM XXXX QUOTE PLS NOTE WE ARE UNABLE TO RETURN FUNDS AS FUNDS ARE NO LONGER AVAILABLE TO RETU AVAILABLE TO RETURN. WE NOW CLOSE FILES
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed

Disputed: Yes Timely Response

2016-05-16

Boston, MA

Problems caused by my funds being low

Bank account or service: Checking account

Complaint: On or around XXXX, 2013, I went to one of the branches of Santander Bank at XXXX XXXX in XXXX, XXXX XXXX to sign to be ( opt-out ) from my checking account ending in XXXX. At the same time, I applied for an over draft protection account which it was approved. to my surprise, the opt-out I singed in for did not took an effect at all. how ever, I called them so many times in regards to this incident, but it was fruitless. I made so many phone calls trying to escalate the issue, but no one seemed to be helping me at all. there were times I was put on hold for about 45 minutes and at the end of 45 minutes, they hung up the phone.every single time I called. I always ended up talking to one of the branches in XXXX, the service in this branches was horrible, I ask one of the representative that I wanted to talk to a manager, I was told that there was not managers available. they took my name every single time I called stating that a managers will call me within 24 and 48 hours, but that never happen. despite the fact, I have signed to be opt-out from my checking account, they continue paying any incoming charges with out being available fund to cover with out my authorization. so far, they have charge almost {$3500.00} just in over draft and sustained fees in the matters of three years. just in the last month, I received a letter from them saying that I have paid them {$750.00} dollars in over draft fees. it is pretty obvious that Santander bank is doing this to profit themselves illegally by ripping off customers that are struggling to pay the bills on time. it is clear to me that Santander did not activate my opt-out as a purpose to make money from over draft fees. I called them almost a month ago and I spoke to one of the mangers that refuse to give me her name, I told her that I had signed three years ago to be -opt -- out from checking account and finally they discovered that I did, and now it is in effect but is too late because they already charge all the money. My desire solution from this illegal act from Santander bank is that they need to pay me back all the over draft and sustained fees charge to my account which are almost $ XXXX.dolars. also, I want the Consumer Financial protection bureau to thorough investigates Santander Bank for any other illegal practices that they might have been doing with customers. sincerely, XXXX XXXX. XXXX
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

2016-05-14

Harrisburg, PA

Deposits and withdrawals

Bank account or service: Checking account

Complaint: Santander Bank did not process and route check properly, Santander Bank did not present check to Federal Reserve, Deposited on XXXX/XXXX/2016. Returned check with unauthorized marks Frozen/Blocked Account. Spoke with XXXX, she refused to honor the rights of a substitute Check Warranty.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed

Disputed: No Timely Response

2016-05-12

Jersey City, NJ

Payoff process

Credit card:

Complaint: I opened a Credit card account with Santander in XXXX and took a Promo Balance Transfer of {$4500.00}. I also did some purchases and keeps on paying all by purchases in full plus any fee and minimum payment on Balance Transfer. According to guidelines, the payments that I am making should be first applied to Fee & Interest then higher APR bucket. But, they apply payments to my Promo Balance transfer which does n't clear my Purchase balance and then apply Interest on my Purchases. I would like to explain this based on my XXXX 2016 and XXXX 2016 statements, which I will be attaching. In XXXX, I made {$4500.00} in Balance Transfer, XXXX in Purchases and {$130.00} BT fee and paid {$700.00} in payments even before statement is generated. In XXXX 2016, statement I have payments of {$1100.00} which is made before my XXXX Statement Due Date of XXXX XXXX 2016. Based on these payments, my Purchases and Interest & Fees of XXXX XXXX should be cleared and minimum payment on Balance Transfer should be covered. But, since they applied good chunk of payments to Promo Balance Transfer, Purchases are not cleared and it is rolling over and charging me interest on purchases in each statement. Now, its an ongoing issue as I am still making payments higher than purchases, but it is not clearing total Purchase balance. I have contacted them multiple times but they just keep on stating there same policy documents. I have even asked for written explanation of methos the payments have been applied, but they have denied it twice asking me to refer to card opening documents. According to me, they are not following there policy of applying payments to higher APR balance.
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

2016-05-11

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

2016-05-11

Buck, PA

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

Disputed: Yes Timely Response

2016-05-11

Englishtown, NJ

Account opening, closing, or management

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: No Timely Response

2016-05-10

Jamesburg, NJ

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

2016-05-10

Dedham, 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

2016-05-06

Newark, NJ

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: Today I had an appointment at the Santander bank on XXXX XXXX NJ to transfer over my XXXX XXXX account. We had an appointment for XXXX so XXXX XXXX told us the guy that handles this told her that he was still in the XXXX office and will be late. We waited over an hour for him to come. When he came he decided to help another customer instead that had an appointment at XXXX. I knew he had an appointment for XXXX because I heard XXXX talking about it. When he finally came to talk to us, he said that XXXX told me why we were here and all he his to do is open a new account. I then told him that I noticed what he did and he took that other appointment before us and he said " And your point is '' I asked him if this is how he does business and he ignored me and said " so do you want to open this account ''. He was very unprofessional and did n't bother to discuss the details of our transcation. I then processed to tell him, that you just came in here and did n't discuss anything with us and now your telling me all I have to do is open a new account. I believe this was horrible customer service and for this reason, I walked out of the bank without anything resolved. I am now considering going to another bank because this was horrible.
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

2016-05-06

Raymond, NH

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

2016-05-04

Bay Terrace, NY

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

2016-05-04

Colonia, 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

Disputed: No Timely Response

2016-05-03

Brooklyn, 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

Disputed: No Timely Response

2016-05-03

Colts Neck, NJ

Loan modification,collection,foreclosure

Mortgage: Conventional fixed 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

2016-05-03

Sandy Hook, CT

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

Disputed: Yes Timely Response