SANTANDER BANK, NATIONAL ASSOCIATION

2019-07-01

Echelon, NJ

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-29

Ridgefield Park, NJ

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

2019-06-28

Lakewood, NJ

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

2019-06-27

Bourne, MA

Applying for a mortgage or refinancing an existing 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

2019-06-27

Staten Island, NY

Managing an account

Checking or savings account: Other banking product or service

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

2019-06-25

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

2019-06-24

Staten Island, NY

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-22

Plymouth Meeting, PA

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-22

Scotch Plains, NJ

Managing an account

Checking or savings account: CD (Certificate of Deposit)

Deposits or withdrawals
Company Response: Closed with explanation

Timely Response

2019-06-22

Scotch Plains, NJ

Managing an account

Checking or savings account: CD (Certificate of Deposit)

Problem accessing account
Company Response: Closed with explanation

Timely Response

2019-06-21

Danvers, MA

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-21

Queens, NY

Closing on a mortgage

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

Complaint: Last month I called Santander Bank to notify them I was selling my cooperative and my lawyer needed the Stock Certificate and Proprietary lease. The person I speak with on the phone ( a " supervisor named XXXX from Rhode Island ) said she had the document sin the system. I told her the closing was XXXX/XXXX/219 and she told me she put in XXXX/XXXX/2019 for wiggle room so I would receive the documents. I called the next day, spoke to them same person who confirmed everything was all set. My lawyer wanted to speak to the bank representative to ensure the documents are sent to him. He called a couple of days latter, conferenced me in and this supervisor said documents could not be released until the loan is in full. My lawyer and I question such a practice and usually the buyer has a check for the bank at closing. This person ( forgot the name as initially she would not give a name and then when someone in the background told her to make up a name, she XXXX one out ) insisted the HELOC must be paid in full before the transfer documents could be released. The next day I scoured over the contract and could not find where it said the loan must be paid in full before the property could be sold. I does not make sense for a mortgage. I again called Santander and spoke with a supervisor name " XXXX ''. I asked him about the clause about paying in full before I could sell my home and asked him t show me where in the contract this clause is. he had me on hold for 10 minutes, and then said he would call me back. He never did. I Saturday XX/XX/XXXX, I went into the XXXX branch to pay off the HELOC. I was told they do not take payoffs of loans on Saturday 's, only on business days. Due to my work schedule, I could not get to the bank until Friday XX/XX/XXXX. I paid off the loan and asked how long before I get my documents. I was told it takes 3 business days and then the request goes to the back office. The XXXX branch now says they have done everything, and can no longer assist. I called Santander today about my documents. I was told that because I paid with a check and not a cashiers check, I must wait 8 business days before they start processing the release of the documents. Why wasn't I told that when I went into the bank on XXXX XXXXI would have gotten a cashiers check. I was assured it was a 3 day wait. I may lose the sale of my home because of Santander. Where are my Stock certificate and Proprietary lease? I demand that Santander release them asap and over night them to me. My loan is paid off, the checks have cleared. Either Santander lost my documents and is stalling to make excuses and or they have poorly trained people who contradict each other.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-20

Chicago Heights, IL

Applying for a mortgage or refinancing an existing 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

2019-06-18

New York, NY

Problem caused by your funds being low

Checking or savings account: Checking account

Non-sufficient funds and associated fees
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-18

MA

Closing an account

Checking or savings account: Checking account

Can't close your account
Complaint: I assist my elderly aunt with her finances. She has given me power of attorney for all her financial and business dealings. Additionally, she recently added me as a co-trustee on her trust account. I am attempting to close her accounts with Santander bank. We have had nothing but problems with this banking institution by the way. I brought the co-trustee documents to them for me to be added so I could close the account. I had also provided the POA to them at a previous point when I closed other accounts but they did not retain this and it was not on file. After spending 1.5 hours at the branch I was told that my aunt would have to come in. I asked XXXX XXXX ( XXXX MA branches ) if he could speak to a manager. He called me back and said it's easier for me to bring my XXXX, elderly, frail aunt in to the branch to close the account than for them to process the documents. I then called him back ( XXXX ) and asked him to clarify why she would need to come to the bank. He said she has to be present for them to add me as a trustee so she might as well just close the accounts then. All of the documents provided to the bank were prepared by a lawyer. I was able to manage my aunts banking at other institutions by just having her sign some forms but she didn't need to be present. Help!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-14

Halyoke, MA

Problem with a credit reporting company's investigation into an existing problem

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

Their investigation did not fix an error on your report
Complaint: In XX/XX/2018 I called to XXXX branch of Santander bank trying set up automatic payment withdrawal from my company 's business checking to pay for using my personal line of credit. Branch manager assured me that everything was set up. Later on in XXXX I received a call from Santader bank saying that payments for my personal line of credit are late for more than 30 days. I headed to XXXX branch of Santander bank to fix this problem. I made payments for XXXX and XXXX as well as for XXXX and XXXX. And again asked to set up automatic withdrawal from my business checking account .Due to inexperienced branch staff such a situation repeated again in XXXX and XXXX. I'm a XXXX XXXX and I spend most of my time on road. That's why it's difficult for me to keep an eye on my mail and keep up with all notices that I'm getting. I relied on professionalism of branch team but they let me down. Branch manager tried to help me and called to head office to resolve this situation but Santander bank refused to delete these derogative marks from my credit history. I'm attaching a letter from XXXX branch of Santander bank to prove my word.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-14

Houghs Neck, MA

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief

Untimely Response

2019-06-13

Trouble during payment process

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

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

Timely Response

2019-06-11

Lawncrest, PA

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

2019-06-11

Allentown, PA

Managing an account

Checking or savings account: Checking account

Problem making or receiving payments
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-11

WI

Opening an account

Checking or savings account: Checking account

Unable to open an account
Complaint: Went to Santander bank 's website ( https : //www.santanderbank.comXXXX ) to see what's available, I called customer service to verify possibility to have a checking account. After given a positive response I proceed to fill in my personal information and make the required initial deposit, a healthy {$500.00}. After welcome to your application email, was only followed by a " Denied '' second email. When calling to the provided phone number the representative told me to do it a second time due to my VPN because they were not able to see that I am in USA. In doing so for second time without VPN I encounter the same outcome, " denied ''. Called a second time and the representative said : '' oh let me see with the person in charge of new accounts and we will call you back in a couple of hours '' ( NEVER happened!, all a lie! ) So now in speaking to customer service again ( third time ) :, Contacting Santander over the phone : the representative stated that Santander was unable/unwilling to provide a reason as to not opening the above mention account on line. The email says : " We are sorry, but we are unable to open your Simply Right Checking account online, since we were unable to verify some of the information on your application. We may be able to open your account in person at a Santander branch. '' So I offer them to send a certified letter/note with my DL copy and Passport because is so far away from me -- but the representative/supervisor stated there are still no guarantees that they would open an account. This is not good business sense and extremely poor customer service! And very poor untrained personnel, ( they all have a different response or don't know how to help you )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-11

NJ

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: I made a prior authorization with this company in the past on XX/XX/2019 and that was all agreed to take from my card {$500.00} now fast forward and on XX/XX/2019 they illegally took {$4600.00} without my consents. Someone forged my signature and I tried disputing the charges and my bank ( Santander ) and they keep giving me a XXXX XXXX excuse to my denials to contact the business but they are in XXXX Fl ( XXXX XXXX place ) and no one is returning my calls or responding to my voicemails. I have been calling everyday and I get hung up on or sent to voicemail or left on hold for hours. My bank wont help me or fight for me and this is too much money to loose. I have the signature from my 1st transaction I did authorize for {$500.00} ; then 7 weeks later they charged me and forged my signature the XXXX handwriting doesn't even match. I was robbed and need my bank to get my money back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-07

New Rochelle, NY

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

2019-05-31

Irvine, CA

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-31

Lady Lake, FL

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