SANTANDER BANK, NATIONAL ASSOCIATION

2019-05-30

Old Bridge, NJ

Fraud or scam

Money transfer, virtual currency, or money service: Money order

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

Timely Response

2019-05-30

Hollywood, CA

Closing an account

Checking or savings account: Checking account

Can't close your account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-30

NJ

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: I am filing a CFPB Complaint against Santander Bank for {$3600.00} of unauthorized fraudulent transactions from my bank account. My card has been lost and there were 4 transactions of {$680.00}, {$1300.00}, {$1100.00} from XXXX and {$420.00} from XXXX XXXX. I have contacted Santander Bank immediately when noticed of these unauthorized charges and have filed a fraudulent claim. On XX/XX/XXXX, I was informed the claim has been denied and my account has been blocked. I have refiled the claim multiple times and on XX/XX/XXXX, I was told it was denied again. These transactions occurred as I was out of country and were not authorized by me. I was in XXXX XXXX from XX/XX/XXXX to XX/XX/XXXX. Santander Bank has sent me a new card around early XXXX but I was not able to access it since I was out of the country. Around late XXXX, there were 4 transactions that went through - Since I was out of the country, there was no way for me to get a hold of my card or access it. Santander Bank has failed to properly investigate and recover my funds. I have reached out to the merchant XXXX and XXXX XXXX I was informed by both merchants that fraudulent activity occurred so therefore I would need to contact my bank. Due to fraud, I was informed that this must be handled through the bank but Santander Bank has denied my CLAIM ( # XXXX ) again. Santander Bank has not contacted the merchant to resolve this claim and both merchants confirmed they have NOT been contacted to resolve this matter and are still waiting to hear from them. Santander Bank has failed to investigate this serious matter and has closed off my account which I no longer have access to. On XX/XX/XXXX, my claim was denied again so I have contacted the merchants to resolve this matter on my own BUT they have noted because Santander Bank has closed down my account, the funds will not go through. They have both stated I must go through the bank for the unauthorized charges but Santander Bank has DENIED my claim and also CLOSED DOWN MY ACCOUNT without my consent or no prior communication. Santander Bank has closed down my account, failed to protect and is liable for these charges.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-30

Gloucester City, NJ

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: I XXXX XXXX ; XXXX and writing you today as an aggrieved man. I filed a claim with Santander bank regarding my stolen debit card and or information. There were various unauthorized charges made against my checking account without my permission and or knowledge. I advised Santander bank of this ; the claim amount came to XXXX. Santander bank gave a provisional credit to account and then ruled against me, taking the credit back thus overdrawing my account. I wasnt even given the entire amount stolen from me back. I humbly request Santander fix their mistake and the XXXX be put back into my account immediately. Thank 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

2019-05-29

Manhattan, NY

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

2019-05-28

Raymond, NH

Managing an account

Checking or savings account: Other banking product or service

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

2019-05-28

Spfld, MA

Managing an account

Checking or savings account: Other banking product or service

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

2019-05-28

East Newark, NJ

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft 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

2019-05-25

Jersey City, NJ

Closing an account

Checking or savings account: Checking account

Company closed your account
Complaint: Santander Bank closed my checking account on XX/XX/XXXX without offering any explanation and any warning. The bank only posted a letter in my account online ( attachment, page 1 ) on XX/XX/XXXX indicating that " we have processed your request to close your account. '' However, I never requested to close the account and I did not even receive an email indicating that the letter was posted. When I called the bank, the representative could not explain why the bank closed the account and only mentioned that the bank has the right to close the clients ' accounts anytime and supposedly the bank sent me a letter a month in advance. The bank mailed me a letter on XX/XX/XXXX, although dated XX/XX/XXXX and without any electronic record ( attachment, pages 2 ), indicating that " we reserve the right to close any account at any time, and for any reason. As a result, we have made a decision to close your account ( s ) '' ( attachment, page 3 ). I also received a similar letter ( attachment, page 4 ) dated on XX/XX/XXXX, indicating that " Santander Bank has made the decision to close your account. '' These letters contradict the ( original letter page 1 ) and they seem to be created by the bank to give the impression that the bank already alerted me. My complaint is that the bank closed the account arbitrarily without any previous warning during the XXXX break, and this originated a very difficult situation. I was traveling abroad for the holidays and could not get to the USA until the beginning of XXXX. In the meantime, all my payments were not accepted and I had to pay several fines as I could not move my accounts to another bank on time. Additionally, the moment that the bank closed the account, I lost an interest rate discount on my HELOC account which had a credit limit of {$710000.00}. Hence, I had to pay a higher interest rate ( 0.26 % ), and closed my HELOC account paying an early termination fee of {$450.00}, a satisfaction fee of {$53.00} ( I do not know what this is ), and two fax fees of $ XXXX/each ( attachment, pages 5 and 6 ). As the additional interests that I paid for 4 months until I closed the HELOC account was {$610.00} and the total fees were {$500.00}, the total financial effect was {$1100.00}. I was able to get a new mortgage for my home with XXXX XXXX XXXX, so my credit scores were very good ( >740 ). Additionally, the XXXX report did not show any irregular situation for my wife and me, and I justified large movements of my account with my branch manager. So, there was not an apparent reason to close the account. The only possible reason is a retaliation of the bank because I filed a report with CFPB on XX/XX/XXXX for charging me an unjustified flood insurance fee.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-24

Brooklyn, 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

2019-05-24

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

2019-05-24

Lynnewood Gardens, PA

Struggling to pay mortgage

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

2019-05-22

Boston, MA

Managing an account

Checking or savings account: Savings 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

2019-05-22

Boston, MA

Applying for a mortgage or refinancing an existing mortgage

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

2019-05-22

Brooklyn, NY

Fraud or scam

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Complaint: I mailed a rent check to my landlord at the end of XX/XX/XXXX for my XX/XX/XXXX rent. On XX/XX/XXXX my landlord informed me that he had not received my rent for that month. I looked into it, and saw that through online banking ( including pictures of the supposedly " endorsed '' check ) that the funds for my rent had been withdrawn. The check had been endorsed by a person that was not my landlord. I immediately ( as in the same day I found out ) went to a Santander branch to file a claim. I was informed by a Santander branch manager in XXXX XXXX, XXXX that based on my description of events that I would " get my money back. '' After four months they have determined that I was liable for the funds taken from my account by way of the stolen and fraudulently endorsed check. How is the bank that allowed this deposit not liable? How is the USPS not liable? How was this check stolen, and why does that make me liable? Am I now finding out that a signed check can literally be used like cash, and I have no recourse? I would like to file a complaint against Santander Bank due to this gross miscarriage of justice on the part of their fraud investigation team. I believe that they have not exercised their due diligence in this investigation. I was also advised multiple times, as I have checked in on this investigation periodically throughout the interceding months, not to file an official police report related to my claim. I feel as though I was deliberately mislead by Santander Bank to reduce their culpability in this matter. I will be filing a police report today, but I would like to file a claim with this agency as well.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-20

Allerton, NY

Problem with a purchase or transfer

Credit card or prepaid card: Government benefit card

Card company isn't resolving a dispute about a purchase or transfer
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-20

Ridley Park, PA

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was already discharged in bankruptcy and is no longer owed
Complaint: I consolidated my debt ( not bankruptcy but it was the closest choice ). At the time my bank was Santander. I had a checking account, a savings account, a {$5000.00} line of credit and a credit card. I did not owe anything on the line of credit, which is on my credit report back in XXXX, whatever I owed was paid. In XXXX of XXXX I consolidated all of my debt including the Santander credit card ( {$7200.00} ), this card was settled in my consolidated debt for {$1800.00} Ever since I this was settled XX/XX/XXXX they have given this debt to collection agencies trying to collect on this settled debt. Even in the same year it was settled for {$1800.00} XX/XX/XXXX. So on my credit report it shows this same debt as a in collection/charge off in XXXX & XXXX. These collection agencies keep calling me trying to collect this settled debt that has been taken care of, its accruing interest. It is effecting my credit and my ability to purchase a house, they have turned the interest in to the IRS and {$1000.00} has been taken from my refund for 2 years in a row because of this bank. I have arrachedthe letter closing my line of credit with a {$0.00} balance with the business card the lady at the bank attached to the letter just in case there were questions, I have attached exhibit A, Schedule of Creditors Debt, I have attached the debt settlement letter from XXXX and I have attached a collection letter, I periodically receive letters but every day Im getting phone calls continuously trying to collect a debt that has been settled. I am seriously upset and I need your help please.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-18

NJ

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: I did not authorized an transaction coming out of account ending in XXXX of {$88.00} the bank of Santander located at mail code : XXXX XXXX XXXX XXXX XXXX, MA XXXX, I have file a dispute and the dined my dispute and is charging me overdraft fees and interest that not fair to my self, I still dispute this {$88.00} that cause my account to be over drawn sine the XXXX of XX/XX/2019, the phone number to this bank is XXXX, I need my money back into my account I have other bills that are coming and causing my accont to be over drawn, I am XXXX and can't afford the fees they charing me, this unfair, unjust, bad business as a bank to this unjust practice, unethical I want my funds back into my account with the the over draft fees took off.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-15

Manhattan, NY

Applying for a mortgage

Mortgage: Other type of 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

2019-05-15

Saint Joseph, MO

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

2019-05-15

Greentown, PA

Trouble during payment process

Mortgage: FHA 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

2019-05-14

Lynn, MA

Getting the loan

Payday loan, title loan, or personal loan: Installment loan

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

Timely Response

2019-05-11

Bridgeport, CT

Problem when making payments

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

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

Timely Response

2019-05-10

Brooklyn, NY

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Money was taken from your account on the wrong day or for the wrong amount
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-10

Esmond, RI

Opening an account

Checking or savings account: Checking account

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

Timely Response