SANTANDER BANK, NATIONAL ASSOCIATION

2015-08-27

Smoke Rise, GA

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: Yes Timely Response

2015-08-27

Allenwood, NJ

Settlement process and costs

Mortgage: Other mortgage

Complaint: We were trying to get a lower interest rate. The bank should have offered us a refinance loan, instead of a modification loan. Our credit was not bad. It ended up costing us an extra 10 years at the same interest rate of 5.99 % plus {$7000.00} in closing coast.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-08-27

Harsens Is, MI

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: The XXXX came into the office on XXXX/XXXX/15 we called Santander the mortgage company talked to XXXX XXXX told her what was going on and they needed and wanted to keep the family home looking at the file I do see it works She email me the package to have filled out and sent back we started when they were here and over the next few days got the complete package in on XXXX/XXXX/15 she said the file is already assigned to XXXX XXXX on XXXX/XXXX/15 they got a sale date of XXXX/XXXX/15 posted on the house and on XXXX/XXXX/15 XXXX XXXX called and said there is now a sale date a not enough time to look at this file so the Investor said let it go to sale. I said that is 24 DAYS ( well sir we do n't know or ca n't control these investors. ) THE INVESTOR IS ALSO SANTANDER BANK N.A. on this file I did leave 3 messages for her supervisor XXXX XXXX she did call me back and leave message for me the 1st time I missed it but with no info or return again. This guy works XXXX here in XXXX 20 years XXXX kids home value is only XXXX what they owe rate 6.625 % 20 years been paying on this loan for 10 years unable to refinance becouse the value is only XXXX to XXXX today we have done the right things here just fallen behind and needs help been doing XXXX XXXX XXXX XXXX for 3 years to pay credit off did not file BK but could and will it come to that to save his home but has worked so hard not to do BK THEY JUST NEED HELP SAVING THERE HOME. PLEASE HELP!!!!
Company Response: Company chooses not to provide a public response Closed

Disputed: No Timely Response

2015-08-27

Lawrence, NJ

Loan modification,collection,foreclosure

Mortgage: Home equity loan or line of credit

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

Disputed: No Timely Response

2015-08-24

Three Bridges, NJ

Application, originator, mortgage broker

Mortgage: Other mortgage

Complaint: In XXXX 2015, I contacted Santander Bank regarding a mortgage loan. Prior to contacting Santander Bank, I conducted research on the Smart Start Program through the XXXX XXXX XXXX XXXX. I needed the grant money for the downpayment. Santander Bank is a participant in the program and I have a checking account with Santander Bank ; therefore, I elected to secure a mortgage through them. In a nutshell, the Smart Start Program gives first time homebuyers up to 4 % of the purchase price for down payment or closing assistance. The interest rate for financing a mortgage through this program was 3.75 %. If an applicant elects to use the Smart Start Program .25 % was added on to the interest rate for each percentage taken. It was decided that I would use 3 % of down payment assistance plus the 3.75 % interest rate which yielded a 4.25 % interest rate. My income which is {$81000.00} per year was within the program guidelines and the home that I am purchasing is within the programs " smart growth '' area. I was told by the loan officer, XXXX XXXX, that there was an origination fee of 1 % that was assessed by the program and that there was a {$390.00} application. Therefore, I mailed checks for the origination fee of {$2400.00} and applications fees along with my mortgage loan application and my financial documents in XXXX 2015. The checks were cashed on XXXX/XXXX/15. Thereafter, I found out that there is no origination fee for the program. Yet, I was charged XXXX and it was on my Truth In Lending Disclosure ( TIL ) and Good Faith Estimate ( GFE ). In fact the loan officer has {$2500.00} as the origination fee on the documents when the loan amount is {$240000.00}. 1 % of {$240000.00} is {$2400.00}. The application fee as quoted on the pre-settlement worksheet was {$100.00} yet I was charged {$390.00}. I was told that both items would be credited back to me at closing. Additionally, I received several different GFEs and TILs with different information on it. I was quoted an interest rate of 4.25 % on the GFE good through XXXX/XXXX/15. However, when the loan officer registered the loan on XXXX/XXXX/15, he discovered that the interest rate with the program increased to 5.25 %. My complaint is based on the fact that the loan officer had the documents in his possession for at least 2 weeks prior the interest rate change. I was told by the XXXX that he was supposed to register the application 48 hours after receiving it from me. By the loan officer not registering the application on time and the interest rate increasing, it not only cause the payment to increase but it threatened my ability to qualify for the program. It now brought my front end ratio up to 33.8 % when the programs threshold was 33 %. Nevertheless, a representative from the program, XXXX XXXX, told the bank to send the application in and let their underwriters evaluate it. Santander Bank never sent the application in. In fact, I was told the application was registered on XXXX then canceled and registered again on XXXX and canceled again. Santander Bank had no intention on submitting my application to the XXXX thereby causing me to lose out on {$7900.00} in grant money. Currently, I am in a contract to purchase a home. The seller 's attorney is holding {$3000.00} of my money in escrow. I stand to lose the home and my deposit. I made an internal complaint to Santander Bank. As a result, I was told that I would receive a refund of my origination and application fees. I have yet to receive my refund. Additionally, I am left to start over with applying for a mortgage in the middle of a real estate transaction. Closing can be at a moment 's notice. My reason for filing this complaint is to put the FDIC and the CFPB on notice of the things that are still happening to educated consumers. I am willing to provide copies of my documents including but not limited to the Good Faith Estimate and Truth In Lending Disclosures.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-08-24

Gloucester City, NJ

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

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

Disputed: Yes Timely Response

2015-08-23

Laurel, NY

Managing the loan or lease

Consumer Loan: Vehicle loan

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

Disputed: No Timely Response

2015-08-21

Darlington, RI

Using a debit or ATM card

Bank account or service: Checking account

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

Disputed: No Timely Response

2015-08-19

Newark, NJ

Problems caused by my funds being low

Bank account or service: Checking account

Complaint: I had deposited a paycheck as I usually do into an ATM for about XXXX $ on XXXX/XXXX/2015 at about XXXX and checked my balance, where it clearly stated XXXX $ was available immediately for the account and more was being cleared by the bank as usual. Later on I went and purchased something small for XXXX $ a little bit later on XXXX/XXXX/2015 at about XXXX but today I went to check my account balance and noticed a XXXX $ overdraft fee. This is unfair as there is nothing stated on the screen regarding that I would be charged a XXXX $ bank fee. Im not a banker, I dont know every single tiny little detail loophole etc especially when I am not informed.
Company Response: Company chooses not to provide a public response Closed with monetary relief

Disputed: No Timely Response

2015-08-15

Carver, MA

Problems when you are unable to pay

Consumer Loan: Vehicle loan

Complaint: My mom took out a refinance auto loan with Santander Bank to lower her payments. She passed away on XX/XX/XXXX I 've been making payments to them for XXXX years. I fell behind and all I owe is a balance of XXXX. They came and took the car and I spoke to her about getting it back. She asked me if I had the past due amount I said yes. She then went on to say that she could release the car to me cause she has the authority to release it to anyone she wishes to. But she had to speak to someone and get back with me. I then said ok so when she call me back she asked it I had a death certificate I said yes and then she asked if my mom had a power of attorney I said no. Then she asked if I had gotten a executive of estate I said no cause I did n't know I had to have one. She then proceed on to say that she could n't give me the car back and asked if I had received the letter she sent out withall the extra money iI would need to have in order to get the car back. I said yes she said it 's going to take me XXXX days to get the executive of estate by the date she gave me which was XXXX XXXX, XXXX XXXX in which the car will be auctioned off. I then asked to retrieve my b belongings from the car in which I drove XXXX hour to get and I did n't have the death certificate so she said no. I then came home and called the attorney general office in which she refused to speak with the person who called. So the person told me to speak with XXXX to get a lawyer which I did. And she also told me to make a complaint against them. I have come up with the monies for this vehicle which is book value of over {$6400.00} dollars. I do n't understand why she is being so mean and rude about this situation when I clearly paid for a lot of this vehicle. I 'm going to attach the letter she sent me and. Where she comes up with the amount of the storage fee and days. Also look at what she states about having the monies by XX/XX/XXXX or its going to be auctioned off. Please help with this cause this is the only thing I have left of my mom 's.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-08-13

Warren, RI

Money was not available when promised

Money transfers: International money transfer

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

Disputed: No Timely Response

2015-08-12

Middleboro, MA

Using a debit or ATM card

Bank account or service: Checking account

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

Disputed: No Timely Response

2015-08-08

Trenton, NJ

Account opening, closing, or management

Bank account or service: Checking account

Complaint: I am requesting date of death balances for multiple accounts. I made the request in person to customer service rep XXXX who advised me that his manager XXXX was out on vacation until XXXX XXXX. I have left XXXX messages with XXXX since XXXX 's return to have her call me to advise me of the request status. I have not heard back as of XXXX XXXX.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-08-07

Bradevelt, NJ

Deposits and withdrawals

Bank account or service: Checking account

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

Disputed: No Timely Response

2015-08-07

Aberdeen, NJ

Account opening, closing, or management

Bank account or service: Checking account

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

Disputed: No Timely Response

2015-08-07

New Britain, CT

Managing the loan or lease

Consumer Loan: Installment loan

Complaint: Santander Bank Incorrectly stated late by thirty days on XXXX X when they clearly received on time payments. In XXXX of 2014 they marked the payment late for 30 days when they received it on time for credit reporting on XXXX XXXX 14. Yet the statement shows received on XXXX XXXX 14 and processed XXXX XXXX 14. Something similar happened in the next month. The payment was due on XXXX XXXX 14. However that date was on a Sunday. Santander processed on the Monday XXXX XXXX 14. That payment was probably received on the Friday or Saturday before the due date but processed on that Monday
Company Response: Company chooses not to provide a public response Closed

Disputed: Yes Timely Response

2015-08-06

Warren, RI

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: Yes Timely Response

2015-08-06

Warren, RI

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: The process of refinancing with Santander bank took XXXX months to complete! We used XXXX as our broker and between the XXXX companies, the process or gathering personal financial information was not only redundant and repetitious ... it was excessively grueling! Due to the bank 's lack of proper document management, we were forced to comply with an egregious amount of requests for personal financial documents, sometimes many times requesting duplicates already faxed weeks prior. The obvious lack urgency in completion of the underwriting process, coupled with the bank 's blatant disregard for an appraisal appeal, forced us to forfeit our low XXXX year refi interest rate and doubled our monthly payments through their mandated, private mortgage insurance. The reason for the PMI issuance stemmed from the insultingly low home appraisal conducted by an incompetent, " independent '' appraiser chosen directly by the bank. The appraisal was riddled with careless errors and the valuation of our home was at least {$100000.00} below expected. We reacted with an appeal we offered our detailed rebuttal along with new ( more appropriate ) comps while point out the many error corrections issued in the original report. In response to this appeal, the same, biased appraiser was asked to review our written appeal and, predictably, he offered no adjustments to the appraised dollar amount. We submitted another appeal to appeal this review, stating the apparent prejudice of their review process we failed to get a response back from them and had to accept the low appraisal which, then negatively affected our income/debt ratio. The bank continued to drag out this refinancing process by requesting personal financial, tax and bank documents for the remaining months, which forced us out of our once in a lifetime low XXXX year fixed rate! We think they purposely stalled and their practices proved to be a devious and deceptive attempt to drive up our monthly payments, push us into a higher fixed interest rate which assured them a more profitable refinancing loan contract and ultimately boosting their profit margin. We ultimately rescinded the loan the day after we signed at the closing. With our rescission paperwork we requested in a letter that all our money be refunded and asked for an acknowledgment of their incompetence by pointing out these many injustices. By law, the bank needs to respond to our rescission within XXXX days and they missed this deadline. When we finally got a mailed letter from them, instead of an apology, Santander issued a spiteful retort absolving themselves of all wrong-doings while " graciously '' offering a refund of all funds paid in by us thus far ( which legally needed to be issued to us anyway ). This unfavorable reaction to our complaints only validated our perspectives of their deceit and malicious conduct all the more. As a result, we wasted over XXXX months researching tax information and providing countless documents and emails for nothing ... all we were trying to do is pay our home off quicker with a lower interest rate ... that 's it ... we were n't borrowing more money ... we have a FICO score of XXXX ... .we were never late on a payment with our existing loan or any other credit debt ... we were perfectly good customers who wanted to refinance. That 's it. this process did n't have to be so exhausting ... it was n't like that last time we refinanced! I 'm not sure why we were targeted for this unscrupulous practices and I hope it never happens to anyone else.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2015-08-05

Staten Island, NY

Deposits and withdrawals

Bank account or service: Checking account

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

Disputed: No Timely Response

2015-08-04

Corning, NY

Loan modification,collection,foreclosure

Mortgage: Other mortgage

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

Disputed: No Timely Response

2015-08-04

State College, PA

Using a debit or ATM card

Bank account or service: Other bank product/service

Complaint: I am on my other checking account and my card had expired on XXXX/XXXX/15 which i should of receive a new card. I did not so my mother called on XXXX/XXXX/15 and spoke to a XXXX and then I spoke to XXXX. They stated that the orginal card was sent to my house and I never received it. Then stated I would be issue a card in 5 to 7 business. It is now XXXX/XXXX/15 and no card. So my mom called spoke to XXXX and then to me. She stated that the card were not issue do to error of address. So I ask to speak to a supervisor XXXX said her supervisor XXXX was not avaiable and XXXX XXXX would call me back XXXX hours and XXXX minutes latter XXXX calls and ask for me. I gave her verification information but she got made because she heard my mom in the back ground and got mad. So my mother got on the phone since she owns the account. When she asked to speak to her supervisor she or corperate XXXX stated she was in the corperate office and she had no supervisor. My mother stated she would place a complaint due to that this is her account and when the card was not issue someone should of called. But XXXX is going to argue and i am not happy. XXXX job is to be getting phone records first before placing a call and customer service should be top important to this company. I do n't have my card for unknown reason and I want my card without any hassels period. This is my mother acccount which she had for many years and place me on it when I was XXXX. This company has charge my mom for many thing and mess up her account when they switch over to who they are and she did not get reimbured to all her account due to their error. And it funny that my card didnt come because you get all junk mail sent to my home address.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-08-04

Brookline, 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: Yes Timely Response

2015-08-04

Albion, NY

Deposits and withdrawals

Bank account or service: Checking account

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

Disputed: No Timely Response

2015-08-02

DC

Problems caused by my funds being low

Bank account or service: Other bank product/service

Complaint: To : Santander Holdings USA , Inc. Complaint ( Pre-settlement notification ) 1. I am filling a formal complaint after previous unsuccessful attempts to solve the issue over the phone with a call center operator. I am copying the Consumer Financial Protection Bureau responsible for supervision and enforcememnt of federal financial consumer protection laws. 2. At the opening of my account with your representative XXXX XXXX XXXX at a branch located at XXXX XXXX, XXXX, NY, I expressly rejected to consent to overdrawing and any fees associated with overdrawing. I made such a decision on purpose in order to avoid unintentional overdrawing and fees commonly associated with it. Therefore, I assumed that overdrawing from my account was not possible under any circumstances. 3. On XXXX XXXX 2014 I deposited a check of XXXX USD issued by a third party. Consequently, I conducted XXXX transactions totaling XXXX USD. At that point I was not aware of the fact that the check had not been deposited to my account, as the Bank had not notified me that the check was not valid due to the issuer fault. Moreover, the Bank did not notify me that the account balance was not sufficient to cover the concerned transactions. The Bank charged me XXXX USD per each transaction, in total XXXX USD as an overdraft fee. This means that the Bank let me overdraw my account without notifying me of the failure to deposit the check and without my previous consent the Bank charged XXXX USD overdrawing fee. Furthermore, as a consequence of the previous, the Bank closed my account and claimed the fee thus effectively preventing me to settle the balance. 4. I would like to emphasize that pursuant to law banks are required to disclose any fees when the deposit account is established and they may not assess an overdraft fee on an ATM or one-time debit card transaction if the account holder did not affirmatively consent or agree to the fee. I claim that these conditions have not been yet, particularly as I have never provided any consent. 5. Therefore, I request cancelation of XXXX USD overdraw fee and notification of the payment method to settle the outstanding XXXX USD claim. XXXX XXXX
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-07-30

New Bedford, 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

Disputed: No Timely Response