SANTANDER BANK, NATIONAL ASSOCIATION

2015-11-02

Astoria, NY

Using a debit or ATM card

Bank account or service: Checking account

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

Disputed: Yes Timely Response

2015-11-02

Garrett Park, MD

Can't stop charges to bank account

Payday loan:

Complaint: I received a letter from Santander Bank ( XXXX PA ) on XXXX/XXXX/15 stating that I had a balance of XXXX. I mailed them a check for XXXX which they received on XXXX. I called to ask how I could pay off the remaining loan. They told me that over the one month period that had added an additional 10 % in late fees to loan and now the balance had grown by {$500.00}.
Company Response: Company chooses not to provide a public response Closed

Disputed: No Timely Response

2015-10-31

MA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: We recently requested that Santander Bank ( our mortgage holder ) would suspend the escrow account requirement for property taxes on our mortgage loan. At the time of our signing, we were told we could apply for such a waiver in 2 years after good standing on our loan. When we applied for the waiver in due time, we were informed of a fee of XXXX of our mortgage balance equaling {$460.00}. This fee is unexplained, inappropriate and unfair. At no time at our signing or in our phone conversations with the bank was such a fee described or explained.
Company Response: Company chooses not to provide a public response Closed

Disputed: No Timely Response

2015-10-30

Wallington, NJ

Late fee

Credit card:

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

Disputed: No Timely Response

2015-10-28

Scottsdale, AZ

Account opening, closing, or management

Bank account or service: Checking account

Complaint: I tried to open Santander Bank Checking account again - may be i will get different questions to go ahead with the application or simply call the customer service to go ahead. But I am not able to open the account second time also. I was provided very very difficult questions to answer and that too in less than 10 minutes ( XXXX seconds time counter going on ). Is this bank really want to do the business??? Why so much difficult questions. I called upon Customer Service and talked to XXXX at XXXX to XXXX XXXX but he was also not of much help. Finally as a fall back option - I uploaded my Arizona Driver 's license and XXXX statement - XX/XX/XXXX statement but end of the day - my application was declined. XXXX told me that if in case i am travelling to North east - i can visit the branch ... .so do they expect people to fly down to their branch just because they have created totally useless and terrible Account opening module? Moreover I am not opting for overdraft protection - so why they need to so much extra vigilant in terms of identity protection ... it 's good to have identity protection to make sure somebody does n't steal your identity but if it is coming in the way of genuine and real folks ... then it 's a big problem ... i was able to answer all the questions that XXXX asked ... then why i am not able to open the account? I am in this country since XX/XX/XXXX and changed locations also. This kind of process is just too much unfair for people like me ... .why do they expect that i remember all the phone numbers for the last 15 years? Why do they expect that i should remember which credit card i had it and on what month and year? why do they expect that i should remember when my loan got closed?? Is n't it too much??? where is the limit???? this is ridiculous by every means and that too they are pressurizing the customer to answer and remember everything in less than 10 minutes otherwise you are declined. They declined my application ( i got the email immediately ) even without seeing my driver 's license and Bank statement ... .You ca n't be so so tough on anybody ... .this is absolutely ridiculous and nothing else. And if they had to anyway decline my application - why they collected all the information at the first place??? Why they wasted my time ... almost 20 minutes to work on this process of opening the account??? why not this verification process at the very start of the account opening process? Moreover how secure is my information that i have provided to them ... this is PII data - how they are protecting my identity after collecting this information from me.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2015-10-28

Philadelphia, PA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: In 2007 I purchased a a home through sovereign bank. Sovereign was later purchased by Santander. When I purchased my home it was at a time in our country when very shady lending practices were n't just going on, they were status quo. The interest rate on the loan is 7 % for a first time home buyer. I have my finances well in order and have never missed a payment. The loan is the exact description of a predatory loan. I had a subpar credit rating, low income, and a small down payment. I have scratched and clawed to be able to stop foreclosure, improve my credit and keep my home. Post mortgage meltdown the same regulations that would have stopped me from having a loan like this in the first place are stopping me from moving on from the predatory lending practice. I have been denied a loan modification on two occasions, and been denied a refinance once. I have been told from lenders " You need to start missing payments to qualify. '' Imagine the hypocrisy, a loan that I have been struggling to pay ca n't be changed unless I begin missing payments, but If I start missing payments I run the risk of foreclosure if I do n't get approved for the modification. I fail to see how my income, which I higher now then when I originally obtained the loan, and my credit which is higher now then when I originally obtained the loan, are n't enough to get me a lower rate. I currently have a loan with an obscene rate generated from a predatory lending practice, and the very stipulations that are in place to stop the predatory lending are stopping me from getting a fair mortgage. How can this be allowed to go on, am I just the one person caught in limbo who did n't default, but also ca n't qualify for any resolution because I put payment of my home a top priority. Predatory lending is obscene and the fact that it went on is abhorrent, but to not correct a rate more then double the current status quo is unconscionable. Santander the lending institution has denied all my attempts at resolution. Other lending institutions wo n't refinance my loan because I do n't make enough money, even though I am currently paying, and have almost 10 yrs of on time payments at a higher rate. What is going on how can this be ok, or even remotely possible, what does America stand for anymore.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-10-27

Boston, MA

Identity theft / Fraud / Embezzlement

Credit card:

Complaint: My credit card at Santander Bank was used by someone in Florida who I do not know from XXXX/XXXX/15 to XXXX/XXXX/15 in the tune of {$11000.00} and paid {$9000.00} of that balance. I made a police report and contacted the bank immediately. But the bank keeps sending me to various branches to confirm my identity and nothing else. I have not received or heard anything from the bank up to now. At one of the branches, a representative told me to apply for a new credit card, which was strange since he seemed not to know what to do. He was confused as to why they would send me to a branch bank for a fraud case.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2015-10-26

Lawncrest, PA

Managing the line of credit

Consumer Loan: Personal line of credit

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

Disputed: No Timely Response

2015-10-26

Kings Ferry, NY

Account opening, closing, or management

Bank account or service: Checking account

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

Disputed: Yes Timely Response

2015-10-24

Indianapolis, IN

Problems caused by my funds being low

Bank account or service: Checking account

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

Disputed: No Timely Response

2015-10-23

Asbury Park, NJ

Loan servicing, payments, escrow account

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

2015-10-23

Carver, MA

Deposits and withdrawals

Bank account or service: Checking account

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

Disputed: No Timely Response

2015-10-23

Folcroft, PA

Making/receiving payments, sending money

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-10-23

Worcester, MA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: I have been trying to obtain a loan modification for nearly a year and a half. I was repeatedly stonewalled with false investor guidelines that did not exist. Once I was able to prove that the supposed guidelines of MHP did not exist. I was offered a loan modification on both of my loans. I signed the loan modification agreements as instructed and sent them to Santander. Shortly after I received word from Santander that they would not honor the loan modification that they had arranged. Instead they wish to raise the payments on my second mortgage from the XXXX to XXXX On my limited fixed income this now becomes unsustainable. Throughout this process I have been stonewalled, been given false reasons for my denials, been spoken down to by the servicer, and been given incorrect information. I was only able to receive the loan modification offers through the help of multiple elected officials and the Massachusetts Attorney Generals Office. Now Santander gets me to sign one set of documents, and then throws me yet another curveball. I need assistance with this. I could not get away with changing prices after someone had signed a contract with me. Please help.
Company Response: Company chooses not to provide a public response Closed

Disputed: No Timely Response

2015-10-23

PA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

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

Disputed: No Timely Response

2015-10-21

Flushing, NY

Deposits and withdrawals

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

2015-10-20

Lawrence, MA

Account opening, closing, or management

Bank account or service: Savings account

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

Disputed: No Timely Response

2015-10-15

Scottsdale, AZ

Account opening, closing, or management

Bank account or service: Checking account

Complaint: I tried to open a checking XXXX Classic checking XXXX account in santanderbank via online. Provided all the required information plus initial amount of {$250.00} to open the account. Also uploaded Driver 's license, other bank statement, utility Bills ( internet and electricity Bills ) scanned versions. But after few hours come to know that they have declined the application with some weird reason that " We regret we can not open your account and/or add your name as an owner/signer to an account with Santander Bank, N.A. We were unable to verify your identity or other personal information at this time. Please visit a Branch to complete your application. '' What??? I was suppose to get {$150.00} in 90 days as a new account opening bonus after satisfying few conditions. Why they could n't open the account - it 's a big surprise to me. Later I sent them inquiry regarding this which they were suppose to respond back within 24 hours which i have n't heard of till now.
Company Response: Company chooses not to provide a public response Closed

Disputed: Yes Timely Response

2015-10-14

Frazer, PA

Deposits and withdrawals

Bank account or service: Checking account

Company Response: Closed

Disputed: No Timely Response

2015-10-14

MA

Problems caused by my funds being low

Bank account or service: Checking account

Complaint: I opened a bank account with Santander a few years ago. I very explicitly requested my account set up so it could never overdraft and would decline if a charge exceeded my balance. Later, I noticed on my bank statement that my account had over drafted and I 'd been charged {$35.00} fine. That happened multiple times and each time I went to the bank I was told it would never happen again. Eventually someone was able to fix it so that I did n't have problems with that anymore. I have been living abroad for several months and have been charged {$20.00} every time I use my card. On XX/XX/XXXX, I went to withdraw money, only to discover that my account was negative a XXXX, thanks to a {$330.00} charge that went through on XX/XX/XXXX. I contacted the bank to find out why the charge had been allowed to go through, even though it over-drafted my account. Then, a scheduled monthly bill ( student loan ) for {$38.00} ( XXXX what the amount was supposed to be ) was allowed to go through and overdraft the account. On top of allowing it to go through, against my express request to never allow overdrafts, Santander charged me a {$35.00} fine for allowing the over-draft. There was also a {$200.00} pending charge that I did not recognize. Santander said they could do nothing to freeze it or stop it from overdrafting my account further, even though the employee I spoke to acknowledged that I had opened my account with him and explicitly requested it not allow for overdrafts, had come in on multiple occasions to complain when they allowed overdrafts ( and each time was told it would n't happen ). He told me, " I am researching why some transactions are permitted, even though you have opted out of allowing overdrafts. I suspect that the answer will be that our systems work in the US, but that international transactions do n't go through the same verification process, so they go through. The {$200.00} debit card authorization is still pending, and I can see no more than you do. Often, transactions that stay pending for more than a day evaporate. We do n't have any way to block or freeze pending transactions. '' I was still held responsible for the money that overdrafted my account. I 'm currently in XXXX and have no means of accessing money, except through this account. Had I known that the {$330.00} expenditure would over-draft my account and send it XXXX into a negative balance, I never would have made the purchase. However, I did n't realize, so the payment went through and I was held responsible, even though, as aforementioned, I had repeatedly requested that never be allowed. Furthermore, the {$200.00} dollar authorization did " evaporate '' after a few days, but only temporarily. Yesterday, I tried to make a payment online, but it was declined. When I looked at my bank statement online, it said it had overdrafted due to a {$200.00} charge from XX/XX/XXXX. That charge vanished from the list of authorizations and charges a week before, only to somehow reappear and over-draft the account. I emailed XXXX again, and was told " I filed that all-debit opt out on XX/XX/2015 - you had previously had a general opt out which is not as comprehensive as the all-debit opt out, and it was clear from our email conversation that you wanted the all-debit opt out. On XX/XX/XXXX, you used your debit card for a {$200.00} purchase. The merchant apparently did not process the transaction for ten days, which is unusually long, but, because the transaction was done before XX/XX/XXXX, it went through. '' Again, that charge had " evaporated '' from the list of authorizations, only to reappear as a new charge that went through and overdrafted the account. The {$200.00} charge overdrafted my account {$100.00}. I very clearly expressed repeatedly that I wanted to opt-out of overdraft completely many times, because I do not have a lot of money and want my card to be declined if I do n't have enough funds for it.
Company Response: Company chooses not to provide a public response Closed

Disputed: No Timely Response

2015-10-13

Lakehurst, NJ

Billing disputes

Credit card:

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

Disputed: No Timely Response

2015-10-13

Lynnewood Gardens, PA

Using a debit or ATM card

Bank account or service: Other bank product/service

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

Disputed: Yes Timely Response

2015-10-13

East York, PA

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

2015-10-13

Aguada, PR

Deposits and withdrawals

Bank account or service: Checking account

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

Disputed: Yes Timely Response

2015-10-13

PA

Using a debit or ATM card

Bank account or service: Other bank product/service

Complaint: This complaint is in regards to the XXXX XXXX breach. I found out about this breach XX/XX/XXXX. Prior to this I knew something was hairy with the account but they were all small purchases and places that I had shopped before. I had no proof of anything. At that time there was a significant amount of money in the account from a settlement I had received from a car accident to which I sustained XXXX injuries from. It was in there temporarily until I could put it in something else. After the breach was confirmed I was devastated. I would stare at these statements for hours just in tears. Finally I pulled out a calendar and every receipt I had and went to work. XXXX. I put the first set of claims in XX/XX/XXXX I received a letter for each individual claim an affidavit was mailed I filled it out and sent it back. A provisionary credit was credited to my account about 10 days later with a letter for each individual amount stating it was a provisionary credit. They were still investigating and after 3 months if they found fraudulent purchases the money they credited would remain permanent. In the meantime we had to put freezes on both my and my husbands credit because we did n't know how far it had gone. They did get my email.I did try several times to put in more claims through customer service but was accidentally disconnected several times. I did n't want to put in any more claims until I new for sure they were going to remain permanent because of the XXXX toll it was taking on me. XX/XX/XXXX I received individual letters for each individual amount stating that the investigation was complete and the credits would remain permanent. May I add that during this time I would call Customer Service making them aware that there was additional claims to be put in still. Immediately following the XX/XX/XXXX decision I started putting in more claims. I was aware that it was after the 60 days but these were not your normal circumstances. I received the affidavit filled it out sent it back but that was as far as it went. A month went by and I heard nothing. How can they just not respond? As I am still waiting on a response I get a phone call XXXX. My file was sent to her and she just wanted the backstory of everything. So I gave it to her. She assured me XXXX times she was going to do everything she could for me. Not to worry. All of the additional claims were going to go through her at this point. Im thinking great i do n't have to deal with customer service being rude or hanging up on me or asking me questions which is not there job. This will all be over soon I will get my money back and can put this behind me. Reminding you that I am on XXXX. as of now I have been XXXX my body aches all day long and I ca n't sleep. The worst thing I can do is add stress to my life. Instantly I have XXXX. It takes me 4 weeks to get ahold of this women again. I think I am supposed to put the claims in through her. I finally reach her she says oh no thats my fault all claims still need to initially be put in through customer service. I just wasted XXXX more weeks. I faxed her paperwork straight from the bank. She lost it. Had to do it again. Finally I get a letter in XXXX about those claims that was dated XX/XX/XXXX that they were denied because it was passed 60 days. Then theeir is another claim she just completely ignored. I would call her leave messages sometimes 6 a day. Never got a call back. She never worked on my file. The latest thing to happen was the last set of claims was put back in my account end of XXXX. XXXX. Then it was taken out without notice on XX/XX/XXXX. I was blindsided.
Company Response: Company chooses not to provide a public response Closed

Disputed: Yes Timely Response