SANTANDER BANK, NATIONAL ASSOCIATION

2016-02-27

New Britain, 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 with non-monetary relief

Disputed: No Timely Response

2016-02-27

Panama City, FL

Disclosure verification of debt

Debt collection: Auto

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

2016-02-25

Boston, 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

2016-02-23

Broomall, 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

Disputed: No Timely Response

2016-02-23

Boston, 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

Disputed: No Timely Response

2016-02-23

Bay Head, NJ

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed

Disputed: No Timely Response

2016-02-23

Howard Beach, NY

Managing the loan or lease

Consumer Loan: Vehicle loan

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

Disputed: No Timely Response

2016-02-23

NJ

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: Santander Bank 's lack of transparency and customer service is detrimental to the consumer. Specifically, the information provided on my money market account lacked accuracy and timeliness. The interest rate, which I understand can be changed at anytime, is not communicated until the monthly statement is released and in this instance it was incorrect. As such, the first communication of the rate appears on the monthly statement. Since I am able to calculate daily interest rates myself, I monitor the account on a regular basis. From XXXX XXXX to XXXX XXXX, I noted a change in the interest rate. I phoned the branch and they told me the rate was reduced XXXX % ( from 1.25 % to .75 % ). They could not tell me the actual date. That same afternoon, I phoned their customer service. I spoke with XXXX XXXX, who told me the statement was produced on XXXX XXXX but was not yet available online. He expected it the next day and agreed to call me the next morning. On XXXX XXXX, when I did not hear from XXXX XXXX, I telephoned the service center and spoke with XXXX XXXX. She told me the statement was produced and the rate appearing on it was 1.25 % ( how could this be if the rate had been changed to .75 %? ). XXXX XXXX, during our conversation, told me she was having a problem with her computer and would call me back in five minutes. She never called back. Several hours later, I called the branch ( XXXX XXXX XXXX ), expressing my anger and disappointment and stating I needed to hear from someone in authority at the executive offices. I have not. Bottom line, one would be over one month in arrears in knowing actually what they are earning on their funds. This is good for the bank but unfair to the customer. Santander should update the account website with the interest rate being earned. They already show a vast amount of other pertinent data. One could conclude they do not want the customer to know.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed

Disputed: Yes Timely Response

2016-02-23

Brooklyn, NY

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: I have a PMI on my fixed Santander Mortgage. I asked Santander to please send me the parameters for PMI removal. I have enclosed that letter ( PMIRemovalLetter ). Also copies of the appraisal ( Co-opAppraisal ) and the PMI removal request letter ( PMILetter ) all of which satisfied the PMI removal criteria as stated in the Santander PMI removal letter. In addition I am enclosing their denial letter ( PMIRemovalLetter ) and the page of Santander approved appraiser list showing the company that issued the appraisal. They gave XXXX reasons for the denial : none of these issues were points in the original letter and also do not affect the appraisal value. I understand the clerical error stated in point XXXX and I will address that issue if necessary. But, the only difference in a new appraisal by the same exact appraiser that I can see is to generate a fee for Santander. I have fulfilled the conditions as requested by Santander Bank, N.A. and I am asking that they honor their written word and terminate the PMI if not from the original date of receipt ( XXXX/XXXX/16 ), then as soon as possible. Thank you in advance for your kind assistance in this matter. Please let me know if I can offer any further clarification and/or information to facilitate this process.
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

2016-02-22

Maynard, MA

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

2016-02-19

Fort Myers, FL

Dealing with my lender or servicer

Student loan: Non-federal student loan

Having problems with customer service
Company Response: Company chooses not to provide a public response Closed

Disputed: No Timely Response

2016-02-18

Maynard, MA

Credit decision / Underwriting

Mortgage: Conventional fixed mortgage

Complaint: My husband and I refinanced in XXXX ( two weeks outside of HARP eligibility ) with Santander ( formerly Sovereign Bank ). In XXXX, my husband and I divorced, requiring me to refinance alone, in order to remain in my home. The lender refused to consider the combination of my XXXX income and private XXXX income, and required me to add my elderly retired father as a co-signee/guarantor, as a condition of refinancing, both in XXXX and again in XXXX, when the loan was refinanced to a lower interest rate. After reading CFPB Bulletin 2014-03, I believe this action violated the law, because my XXXX income and excellent credit should have been ( and continues to be ) sufficient to refinance the 30 year fixed rate loans.
Company Response: Company chooses not to provide a public response Closed

Disputed: Yes Timely Response

2016-02-17

Middletown, NJ

Account opening, closing, or management

Bank account or service: Other bank product/service

Company Response: Company chooses not to provide a public response Closed

Disputed: No Timely Response

2016-02-17

Philadelphia, PA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: there was a scheduled automatic payment debited to my account to pay my Santander mortgage but since XXXX XXXX I noticed that my bills were getting paid and the Santander bank account was overdrawn and the Santander checking account was charging me insufficient funds for {$35.00} and a week later they will charge me again sustained overdraft fee $ XXXX. I went personally to the Santander Branch several times to stop the automated mortgage payments to then choose a date that I know my XXXX Check is being deposited. Where then I know my bills are paid and I do n't get the overdraft fees charged on me. Ive been going and calling since XXXX XXXX. The Branch on XXXX XXXX, XXXX PA did n't do nothing to help me. The phone calls on XXXX made the Santander Mortgage sent me a document where they charged me {$10.00} to change the date of the automated payment from XX/XX/XXXX to XX/XX/XXXX. this form later I learned that it needed to be received, singed and sent every month. And so I continue visiting the branch to change this hassle. and no one helped. I received the letter to change the automated deduction on XX/XX/XXXX and I signed and sent it with the check. {$10.00}. Which I do n't know what I am paying that amount yet. And the mortgage still deducted my mortgage payment on the XXXX. this made my account to be overdraft again and now I have been " hit '' with a {$70.00} fees. When I went to the branch I talked to XXXX XXXX, to see if she can help me in the beginning of XXXX XXXX and she went on the phone to call the mortgage but she was helping other people at the same time and walked out I did n't knew if we were done talking or not, so I waited and then left.
Company Response: Company chooses not to provide a public response Closed

Disputed: No Timely Response

2016-02-14

Brooklyn, NY

Account opening, closing, or management

Bank account or service: Checking account

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-02-11

Brooklyn, NY

Account opening, closing, or management

Bank account or service: Checking account

Complaint: I have checking account that I allowed to become inactive. The bank charged me {$30.00}. a month for four months, totaling {$120.00}. I called the bank and they refunded half of the total. I believe that {$30.00}. per month is a ridiculous amount to charge for not writing a check. Is there anything more that can be done to get the remaining {$60.00}. Thank you for your advice and assistance.
Company Response: Company chooses not to provide a public response Closed

Disputed: No Timely Response

2016-02-11

New Britain, CT

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: I have a mortgage loan with Santander bank, and have been having difficulties paying my mortgage since I lost my full-time job in XXXX. I was denied Loan Modification 5 times over the past 4 years, the most recent being XXXX XXXX. In XXXX XXXX, I received help from CHFA ( in the form of a Loan - with deferred payments ) and brought my account current. Because the mortgage loan was never modified - I am still paying an interest rate of 5.75 % and the payments are almost {$1600.00}, I fell behind again in XXXX. I continue to make payments, and on XXXX XXXX, XXXX I had made enough payments totaling one month 's mortgage. However, Santander DID NOT apply the payments to my account, but instead sent my information to an attorney to begin the foreclosure process. On Monday XXXX XXXX, I received a letter from XXXX XXXX XXXX regarding said mortgage. I also received - on that same day- a mortgage statement dated XXXX XXXX, showing the unapplied funds. I immediately called Santander and spoke with XXXX XXXX, who could not give a valid reason why they did not apply the {$1500.00} to my account. Subsequently the mortgage company refunded me in XXXX installments the XXXX for {$790.00} received on XXXX/XXXX/XXXX and the XXXX for {$800.00} received on XXXX XXXX, XXXX. Santander Bank, by their actions FORCED me into foreclosure to suit themselves. Instead of assisting me to keep my house they are trying to forcible take my house from me. I am also a Social Security XXXX recipient. I have a modification package which I will complete and return to them within the next few days. Please investigate. Thank You XXXX XXXX XXXX
Company Response: Company chooses not to provide a public response Closed

Disputed: No Timely Response

2016-02-11

Phila, PA

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Company chooses not to provide a public response Closed with non-monetary relief

Disputed: No Timely Response

2016-02-11

PA

Account opening, closing, or management

Bank account or service: (CD) Certificate of deposit

Complaint: how opened XXXX CD 's at the same time. Every year we just let them keep renewing because they were emergency funds. After about 5 years we got a notice from Pa treasury that we may have unclaimed funds. XXXX of the CD 's was turned over to them for lack of activity. Makes no sencse since the other XXXX was not. Now it will take us 3 months or more to get the money with no interest. The bank never notified us but the other CD 's was automatically renewed. When I questioned the bank manager he said that the bank messed up and could not explain what happened. my loss.
Company Response: Company chooses not to provide a public response Closed

Disputed: No Timely Response

2016-02-10

Norwood, 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: No Timely Response

2016-02-10

CT

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Our property tax bill was not paid by Santander even though we escrow our taxes and have more than ample funds in our account to pay the taxes. We are now faced with interest, penalties and a lien on our home.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-02-09

Boston Clg, MA

Application, originator, mortgage broker

Mortgage: Home equity loan or line of credit

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-02-07

MA

Problems caused by my funds being low

Bank account or service: Checking account

Complaint: I submitted a claim on XXXX XXXX, 2015 about Santander Bank. I just returned to the U.S. from XXXX and received the letter they sent in response. In the letter it says they identified that I requested an " All Debit Opt-Out '' in XXXX 2015. However, the letter states that the request was not submitted for processing until XX/XX/XXXX. First of all, I requested a complete opt-out of any form of over drafting when I first opened the bank account, a few years before. After getting hit with a {$35.00} fee I went in to complain and was told it had been fixed. This happened a few more times, before the clerks I spoke with at Santander finally managed to set the Standard Overdraft Opt-Out. Secondly, the letter acknowledges that I requested the All Debit Opt-Out in XX/XX/XXXX, yet for some reason they did n't process that request until XX/XX/XXXX, but still held me responsible for the overdrafts that occurred during that period. Moreover, the letter states that an item may not decline if there were sufficient funds at the time the payment was requested, even if there no longer is by the time the payment is processed. This does not apply, as there were charges initiated on XXXX XXXX, XXXX, and XXXX XXXX that either pushed me into a negative balance or cleared after I was already over drafted by XXXX dollars or so. I was informed by a Santander representative that I should learn to manage my money better. On XXXX XXXX, 2015, over two months after Santander acknowledges that I requested an All Debit Opt-Out ( which, as aforementioned, I requested multiple times prior to that ), and two weeks after Santander acknowledges that they finally got around to submitting it for processing ( only after I sent multiple emails inquiring about what was happening ), I was told by a Santander representative via email that, " Your recollection of clearly stating no overdrafts may be becoming more clear in retrospect. '' I have included the claim I submitted before, as Santander 's response restated their policies without addressing my specific complaints. The closest they came was when they said : " In reviewing this matter we identified that you requested an All Debit Opt-Out for the account with our Oak Bluffs Branch in XXXX 2015. However, the request was not submitted for processing and only the Standard Overdraft Opt-Out election was on the account at the time the transactions were initiated. '' In addition to what I included in my previous claim, I would also like to know why the bank holds me responsible for something it took 2+ months to submit for processing. Case number : XXXX
Company Response: Company chooses not to provide a public response Closed

Disputed: Yes Timely Response

2016-02-05

NY

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: A LOCAL MAN STOLE FUNDS FROM ME AND MY MOM. HE JUST PLED GUILTY - HOWEVER I AM HAVING A HARD TIME FROM THE BANK TO RETURN THE STOLEN CHECKS/ MONEY. THE CRIMINALS NAME IS XXXX XXXX - HIS SENTENCING IS XXXX/XXXX/16
Company Response: Company chooses not to provide a public response Closed

Disputed: No Timely Response

2016-02-04

Manomet, MA

Account opening, closing, or management

Bank account or service: Other bank product/service

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response