SANTANDER BANK, NATIONAL ASSOCIATION

2016-05-03

Boston Clg, 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: No Timely Response

2016-05-03

Staten Island, 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

2016-04-27

Bronx, NY

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: I had my ties severed with my local Santander Bank in XXXX recently in XX/XX/XXXX and had my checking account closed after an incident ( I have received checks of a fraudulent nature which was n't particularly my fault ) and I was given a warning to my bank.However, I 'm still forced to pay Santander 's Line of Credit Overdraft Protection Service which I find to be unfair if I 'm no longer tied to the ban and have to pay back {$3000.00} I felt like I got XXXX to pay off a massive bill and I kept getting harassing phone calls from Santander after missing a payment and being called 5 consecutive times. I shouldnt be forced to pay a bill and get attacked with interest rates I was deceived by my bank that I could cancel the service but then I was told Have to pay the full amount back and I 'm struggling to find employment to pay this off.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed

Disputed: No Timely Response

2016-04-26

Irvington, 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 monetary relief

Disputed: No Timely Response

2016-04-26

Phila, PA

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

2016-04-25

Unity Plaza, 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

2016-04-22

Maynard, MA

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: Yes Timely Response

2016-04-22

Billerica, 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 with explanation

Disputed: No Timely Response

2016-04-20

Phila, 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: No Timely Response

2016-04-20

PA

Using a debit or ATM card

Bank account or service: Checking account

Complaint: I discovered XXXX XXXX/XXXX/16 that a charge of {$850.00} was charged to my Debit Account. I contacted Santander immediately while the charge was still pending. They told me then that there was nothing that they could do while it was still pending however they overdraft my account. The next day I call and they said they could not return my money for 10 plus business days, even though I had notified them when the charge was still pending. I have not charged over {$250.00} to this account and the charge for {$850.00} was made in XXXX and I live in XXXX. I strongly question if they have a fraud department because this charge would have been a red flag for most.
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

2016-04-16

Lynn, MA

Making/receiving payments, sending money

Bank account or service: Checking account

Complaint: XXXX XXXX XXXX took {$6000.00} from my bank account last week. The first withdrawal was under my consent. The additional XXXX withdrawals were not. plan meant I was required to sign up for XXXX XXXX which is an electronic direct withdrawal from my bank account monthly for the AGREED upon amount. I set the additional payment online via echeck, hit submit ONCE, and got XXXX confirmation number. Fast forward to yesterday and XXXX has withdrawn an additional {$6000.00} dollars from my bank account using the SAME check number. The amount of catastrophe this has caused is unmeasurable. In all, XXXX made XXXX {$6000.00} withdrawals in two days from my account using the same Echeck number, a total of {$18000.00} dollars of which only XXXX installment was returned leaving me - {$12000.00} and unable to pay my bills on time. I spoke with XXXX at XXXX yesterday who informed me the 'refund ' process takes 30 days and my best bet is to speak with my bank. My bank account is now negative thousands of dollars and I can not pay my rent, buy groceries and will be late on and charged fees for a number of other loan and utility accounts. I spent a significant amount of time on the phone with several Santander Bank representatives yesterday ( XXXX, XXXX, XXXX ) who while I 'm sure did their best to provide customer service told me the business could process a refund no faster than 10 days and it could take up to 45 days to resolve. The bank allowed an issuance of the same echeck on three separate transactions. It took the bank a full week to inform me my account had been overdrawn to this point. In the 10 years I 've had my account, it 's been overdrawn once, by {$2.00}, and you mean to tell me there were no red flags when {$18000.00} was withdrawn in two days bringing my account far into the red? I was also informed that I could not be given a temporary balance adjustment in the meantime AND that the overdraw fees being charged to my negative many thousands of dollars account could only be resolved after the fact in another entirely separate dispute. I was also told that the bank would not assist me in speaking with XXXX to resolve the conflict. I have been a customer of Santander Bank since 2006 and will be closing my account with them as soon as this is resolved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed

Disputed: No Timely Response

2016-04-15

Nantucket, MA

Disclosure verification of debt

Debt collection: Mortgage

Right to dispute notice not received
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

2016-04-15

Muncy Creek, PA

Problems caused by my funds being low

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

2016-04-15

New Bedford, 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

2016-04-15

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: Yes Timely Response

2016-04-15

Boston, MA

Problems caused by my funds being low

Bank account or service: Checking account

Complaint: I am on Social Security XXXX because of an XXXX and I am supported by the Massachusetts Department of XXXX. ( I can supply more detail about my XXXX as needed ; suffice it to say XXXX. ) My father is helping me with this letter because he is my Representative Payee. This complaint is against the Bank of Santander. On XXXX XXXX, 2016 I deposited a {$2300.00} check made out to me from XXXX ( attached ) in my account at Santander Bank.. During the days that immediately followed I used my debit card from this account and incurred charges of {$2100.00} ( {$1500.00} at XXXX ALONE ) all before the check from XXXX was reported as fictitious on XXXX XXXX. I thought I had money in my account and I thought I had the type of account which could never be overdrawn. On XXXX XXXX, 2016 I went with the financial adviser provided to me through the Massachusetts Department of XXXX XXXX to meet with Bank of Santander officials in XXXX, MA near my house. They referred us to the OVERDRAFT RECOVERY DEPARTMENT where we were told that, regardless of whether the check I deposited was fraudulent, I needed to pay the entire balance of {$1900.00} by the 35th day of the account being in the negative ( We believe that date is XXXX XXXX. ) or they would turn the matter over to XXXX and I would not be able to open any account with any bank in the United States for 5 years! NO GRADUAL REPAYMENT WOULD BE CONSIDERED even though I am an adult who is unemployed and indigent and on XXXX, and my parents are around XXXX years old. On XXXX XXXX, to show good faith, my father deposited {$400.00} in my account at the Bank of Santander. On XXXX XXXX I, again with XXXX XXXX my state-funded financial adviser, returned to the local branch of the Bank of Santander. This time the Personal Banker Representative and the Branch Manager went out of their way to be helpful. Because they were " concerned that my account was compromised '' due to the deposit of the fraudulent check, they closed my account and issued me a new checking and savings account. BUT, incredibly, on XXXX XXXX I got a call to return to the Bank of Santander to get my deposits back as the Bank of Santander reversed itself and now told me they could not open the new accounts as I had one in arrears. I have not been able to sleep since this happened. On XXXX XXXX, my father, acting as my Rep Payee, submitted claim number XXXX to the federal Consumer Financial Protection Bureau but on XXXX XXXX he learned by phone from CFPB staff that the Bank of Santander refused to consider the complaint because I needed to submit the claim myself. So, my father is helping me to submit the claim again ; this time directly from me.
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

2016-04-15

MA

Using a debit or ATM card

Bank account or service: Checking account

Complaint: Description from my complaint : On Monday, XXXX XXXX, I attempted to use my debit card and it was declined. Knowing there were funds available, I called the customer service number at Santander. I spoke to a woman who informed me that my card had been flagged for fraudulent activity and canceled/put on hold on Friday, XXXX XXXX. I never received a phone call telling me this. I tell her the charges on the card were not fraudulent, as I was traveling for work all week and weekend and had purchased the items. The woman then lifted the freeze on my card, and I was able to make an online purchase. A few hours later, I go to use my card again. It is declined. I call the bank back and am hung up on in the middle of speaking to someone twice. I call back a third time. The woman is so rude to me regarding the charges that I tell her I will go to my local branch. I walk to my local branch ( XXXX ), and the manager there informs me my card has this time been canceled, confirms a new one has been ordered, confirms my address and I leave. That was XXXX XXXX. Today is XXXX XXXX. After going to the bank numerous times and having the card sent to XXXX separate addresses, I have still not received a debit card. I have not had a debit card for my account for 43 days. I have already filled out a survey explaining all of this following my calls with the customer service center. No one ever called me. I have never been contacted regarding my issues, despite numerous phone calls and visits to my local branch. The service I have received, particularly being a new customer, is borderline unbelievable. At this time, I have gone on my online banking on my own and ordered a new card, and put in a THIRD address, hoping it would come there. To be very clear, both my home and the additional address I used ( work ) are extremely secure, so neither of these are instances of mail disappearing. They simply never arrived. 43 days later, I 'm ordering my own card, having never been contacted by customer service and still without a card, which I 'll spend another week waiting for, hoping it will arrive.
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

2016-04-15

NJ

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: My name is XXXX XXXX. My wife, XXXX & I reside in XXXX, NJ. We are at the end of our rope trying to hang on to our mortgage & our home that we believe Santander Bank deliberately, systematically and unlawfully foreclosed on our property. We also believe because English is our XXXX language that the treatment we received from most people we dealt with from Santander Bank was rude, inconsiderate, condescending and outright predjudicial at times. One day while on the phone with them, my accent was actually mocked by the person I was talking to, unbelievable. Fair Debt Collection Practices Act FDCPA 806, Harassment or abuse 15 U.S.C. 1692d -Why did Santander Bank feel like they had to treat us as XXXX class XXXX because we were obviously from somewhere else originally. We are both U.S. Citizens, love this country and love our home, but none of that mattered to them when dealing with their employees. When my wife lost her job 4 years ago, we contacted Santander Bank to let them know we were going to have difficulty making our mortgage payment because of the loss of income we were about to endure. They sent us a modification packet which we filled out completely and returned it with the asked for, supporting documents. Every time we would call to check on the status, we were put on hold for long periods of time, transferred to voicemails that never returned calls, never could get a hold of the person that was supposedly handling our file ; this went on for months. Violation of The Real Estate Settlement Procedures Act ( Regulation X ) 1024.41 Loss mitigation procedures. The Consumer Financial Protection Bureau established rules to " protect mortgage borrowers from costly surprises and runarounds by their servicers. '' We were given different account managers, told to submit and resubmit documents and probably submitted XXXX different complete packages in months that turned into years of frustration, aggravation and hopelessness. 1024.40 Continuity of contact - " Servicers are required to maintain reasonable policies and procedures with respect to providing delinquent borrowers with access to personnel to assist them with loss mitigation options ''. Why were n't we assigned a single point of contact to assist me in saving my home? While trying to get the loan modified they ended up foreclosing on our property XX/XX/XXXX. 1024.41 ( g ) Dual Tracking is prohibited. " Servicers can not start a foreclosure proceeding if a borrower has already submitted a complete application for a loan modification or other alternative to foreclosure. How can they foreclosure when we had been trying to get the loan modified? After the foreclosure had gone through we continued to call them and I had a conversation with an employee there that said if we were foreclosed on while trying to get a mod., we may have been foreclosed on unlawfully. He told me he would check into it and get back to me. After I hung up the phone I realized that I had n't gotten his name or direct #. I never heard from him or anyone else. Every time I called, I went through the same runaround every time with no success, ever. We now have been served with Eviction Paperwork, telling us we have to be out by XX/XX/XXXX! We have nowhere to go and not enough resources to move. What are we going to do??? We need someone to hold Santander Bank accountable for this " unlawful foreclosure '' that has occurred that may leave us homeless if someone does n't intervene and " stay '' the eviction process while there is some kind of internal investigation at Santander Bank regarding our home. They need to be held accountable for their egregious, malicious and malfeasant mishandling of our mortgage that may render us homeless unless we get someone to help. Someone Help Us Please!!! XXXX & XXXX XXXX XXXX, NJ
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed

Disputed: No Timely Response

2016-04-14

Boston, MA

Credit determination

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

2016-04-14

Pawtucket, RI

Loan modification,collection,foreclosure

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: No Timely Response

2016-04-14

Bowie, MD

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

2016-04-13

Copiague, NY

Credit determination

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

2016-04-13

Abingdon, 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

2016-04-12

North Hills, NC

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 with explanation

Disputed: No Timely Response

2016-04-12

Lady Lake, FL

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