Santander

August 21, 2015Dear [redacted]:
Thank you for your July 31, 2015 correspondence submitted to the Revdex.com (Revdex.com). The Revdex.com forwarded your inquiry to Santander Bank, N.A. (Santander) on August 10, 2015, and as a representative of the Bank, I have been asked to...

respond.We appreciate your inquiry and can assure you that this matter has been carefully researched in order to assist you. It is my understanding that you have concerns regarding your checking account ending with [redacted]. Specifically, you are requesting that the Bank refund all overdraft fees assessed to the account and remove your name from [redacted],
First and foremost, I would like to apologize that the funds from your mobile deposit were not made available to you in accordance with our Funds Availability policy. At Santander, we take these issues very seriously and work hard to deliver exceptional service to our customers. In this case, we have fallen short of Our own standards.
In researching the concerns you presented, we found that at 8:14 pm on June 19, 2015, you made a deposit in the amount of $300,00 via the Mobile Banking Application. Since your deposit was made prior to our 10:00 pm cutoff, $200.00 of your deposit should have been made available to you the next business day. However, the funds were not made available to you and your account was assessed a total of six (6) $35.00 insufficient funds fees. Since the account maintained a negative balance for five (5) consecutive days, the account was then assessed one (1) sustained overdraft fee in the amount of $35.00. The total amount of fees assessed to the account was $245.00.
Since the account maintained a negative balance for thirty five (35) consecutive days, the account was closed with a balance of negative $250.70 on July 29, 2015, and reported to [redacted]. For your review, I have enclosed copies of your June and July 2015 monthly statements.
We have waived all fees assessed to your account and have removed your name from [redacted]. The account is closed and no balance is due. We sincerely apologize for any inconvenience you experienced in regard to this matter.
We appreciate the opportunity to have provided you our products and services. We would be pleased for the opportunity to assist you with any future banking needs that you may have. Should you have any additional questions in regard to this matter, please feel free to contact Talia C[redacted], Customer Relations Representative, at ###-###-####.
Sincerely,JoAnn G
Vice President Manager Customer Relations

February 18, 2014
Dear [redacted],
Thank you for your February 5, 2014 letter that was sent to the Revdex.com. Your concerns were forwarded to my attention, for response, on February 12, 2014.
We appreciate your inquiry and can assure you that...

this matter has been carefully researched in order to assist you. It is our goal at Santander Bank, N.A. to provide exceptional customer service and to carefully review matters raised by our customers.
It is my understanding that you had been trying to make principal only payments, to your Home Equity Line of Credit (HELOC) ending in numbers [redacted], using telephone banking. In speaking to an advisor, you were informed this is not possible within our automated telephone banking system, and that you had to use Bill Pay in order to accomplish this. Upon making the payment via Bill Pay, the payment was not credited to only to principal. Due to these issues, you requested that these payments be reversed and credited to principal only.
First and foremost, I sincerely apologize for the inconvenience that you have experienced in trying to get a resolution to making principal only payments. I have confirmed that these payments have now been backdated and properly credited as principal only payments.
To provide some background, our BillPay service treats all loan payments as ordinary loan payments and does not allow customers to request that all or some portion should go toward principal. We recommend that a second biller be established with the correct payment address and specific notation of “Principal Only” and the account number all within the account number field. This will ensure that the payment will be handled manually instead of electronically and then processed as principal only.
Currently, only summary information is available for your HELOC in Online Banking. Historical loan data is not available in Online Banking, but we are working with our technology team to improve functionality on an ongoing basis and this will be considered as a future enhancement.
Thank you for taking the time to share your concerns and for allowing me the opportunity to address them. We value your feedback. If you have additional questions or require additional assistance, please contact us at ###-###-#### at your earliest convenience and request to speak with [redacted], Online Banking Manager.
You are a valued customer and we appreciate that you have chosen to bank with us. We look forward to assisting you with all of your financial needs, now and in the future.
Sincerely,

September 26, 2014Dear [redacted].
Thank you for forwarding Santander Bank N.A. information related to the above-mentioned customer. 
Below please find a summary of our recent contact with [redacted] regarding her concerns.
On September 19, 2014, Travis L[redacted],...

District Executive, spoke with [redacted] by telephone regarding this matter. [redacted] was offered an apology for the incorrect information she was provided, as she was informed that the sweep fees should not assessed when in fact this is a valid fee.To resolve the matter, Mr. L[redacted] offered a courtesy fee refund, in the amount of $36.00, for the three (3) $12.00 sweep fees she was assessed. [redacted] received an explanation of the fees, along with suggestions in which to avoid the fee in the future. This refund was posted to [redacted]'s checking account on September 19, 2014. According to our records, [redacted] was pleased with the resolution.
Thank you for allowing us the opportunity to address this matter. If you have any further questions or concerns, please feel free to contact Ms. Talia C[redacted], Customer Relations Representative, at [redacted].
Sincerely,
JoAnn G 
Vice President Customer Relations

February 18, 2014
Dear **. [redacted]:
Thank you for your January 30, 2014 letter addressed to Santander bank, N.A., which was received on February 6, 2014. We are also in receipt of your February 3, 2014 letter addressed to the Revdex.com. Your letters were...

forwarded to my attention and as a representative of the bank, I have been asked . to respond.
We appreciate your inquiry and can assure you that this matter has been carefully researched in order to assist you. It is our goal at Santander Bank, N.A. to provide exceptional customer service and to carefully review matters raised by our customers.
You stated in your letters that you are questioning what transpired with your Certificate of Deposit (CD), ending in numbers [redacted]. Speficially, you belive that we stopped reporting interest on the account in March of 2012 and do not recall closing the CD. As a result, you would like additional information.
Enclosed please find a copy of your 1099-INT for the 2012 tax year. The 1099-INT illustrates that the CD earned $11.49 in interest during 2012. In fact, your 1099-INT for 2013 would have been recently mailed to your attention, which would also have listed the CD and the interest earned during 2013.
The CD, ending in numbers [redacted], was closed on October 28,2013, in the amount of $3,600.30. The funds were then used to open your CD, ending in numbers [redacted]. I have enclosed the CD withdrawal slip for the closure of the first account and the deposit slip for the opening of the second account.
Thank you for taking the time to share your concerns and for allowing me the opportunity to address them.
If you have any additional questions, in regard to this matter, please feel free to call the Customer Contact Center at ###-###-#### or your local branch.
You are a valued customer and we appreciate that you have chosen to bank with us. We look forward to assisting you with all of your financial needs, now and in the future.
Sincerely,

May 28, 2014
Dear [redacted]:Thank you for forwarding Santander BankNA information related to the abovementioned customer. Below please find a summary o: our recent contact with [redacted] regarding his concerns:On May 23, 2014, [redacted] was contacted by [redacted],...

Small Business Area Manager, who assisted [redacted] with his concerns. [redacted] was offered an apology for the service that he felt he received and was provided clarifications regarding his loan application.By the conclusion of the conversation, arrangements had been made in which [redacted] indicated be would provide [redacted] information directly in order to move forward with an updated loan request.[redacted] expressed to [redacted] that he was satisfied with the outcome of their conversation.Thank you for allowing us the opportunity to address this matter.Sincerely,

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I am disputing the overdraft charges from February 20, 2015, not the charges they discuss in their response.  The charges from January, 2015 were due to my own oversight.  On Februrary 20, 2015, I deposited cash through an ATM which does not require an envelope and, according to Santander's own website, is available the same day.  The deposit and payment should have cleared without issue.
Regards,
[redacted]

September 19, 2014
Dear [redacted]:Thank you for your August 31, 2014 letter submitted to the Revdex.com. The Revdex.comforwarded your inquiry to Santander Bank, N.A. (Santander) on September 8, 2014, and as a representative of the Bank, I have been asked to...

respond.We appreciate your inquiry and can assure you that this matter has been carefully researched in order to assist you. It is my understanding that you are questioning the insufficient funds fees that were assessed to your checking account ending in numbers [redacted], Specifically, you feel the fees are incorrect because you have $5,000.00 available on an Easy Access Line of Credit (EALOC), ending in numbers [redacted].
You mentioned in your complaint, that on August 27, 2014, you had a telephone conversation with [redacted], a Lead representative in the Customer Contact Center, and that during this telephone call, [redacted] stated that you have an "unused $5,000.00 overdraft line of credit that remained untouched. "We have retrieved and reviewed this particular conversation, and in doing so, we found that [redacted] did not discuss your EALOC with you at all. Your conversation revolved around the fees that were assessed to your account. [redacted] did suggest that you set up an “alert" on your account So you can obtain certain account information electronically.
In an effort to assist in resolving your concerns, note that you currently have two (2) line of credit accounts. Your EALOC ending in [redacted] was opened and linked for overdraft protection for your Classic Checking account ending in [redacted], which was closed on March 26, 2013, Your EALOC is currently not linked to any checking account for overdraft protection. Because your Classic Checking account was closed, we sent you a letter on July 15, 2013, informing you that the automatic payment for your. EALOC from your Classic Checking account had been cancelled. Your other EALOC ending in [redacted] was opened and linked for overdraft protection for your extra20 checking account ending in numbers [redacted]. In the event your extra 20 checking account is overdrawn, funds are automatically transferred from your EALOC to cover the overdraft amount plus the transfer fee. No transfer occurs, however, unless the full amount of the overdraft plus the transfer fee is available in the EALOC.
On August 18, 2014, the balance in your extra 20 checking account was $00.00. On August 19, 2014, three (3) items were presented to the checking account, which totaled $57,00. In order for the overdraft transfer to occur, you needed to have $57.00 plus the transfer fee of $12.00 or a total of $69.00 available in your EALOC. However, the available balance in your line was only $63.56. Since the balance was not sufficient enough to cover the total amount needed in your extra20 checking account, funds did not sweep from your EALOC to your checking account, Therefore, your checking account became overdrawn, and the insufficient funds fees were assessed. It should be noted that Santander mails an Overdraft Notice when an account is overdrawn and transaction and balance information is regularly updated in Online and Telephone Banking. The account was brought into good Standing on August 26, 2014, when your paycheck and your $500.00 transfer from [redacted] Bank posted to your extra20 checking account. We have confirmed that we received the [redacted] Bank transfer with an effective date of August 26, 2014, which is the same day that it was posted to your checking account. If you feel there was a delay with the time frame of this transfer, you would need to contact [redacted] Bank to discuss the matter further.Customers must tell us that they wish to allow us to charge fees for paying Automated Teller Machine (ATM) and one-time debit card transactions when those transactions overdraw their account. When customers agree, the customer is enrolled in the Santander Account Protector. It is important to note that the Santander Account Protector does not apply to checks, Automated Clearing House (ACH) deductions or recurring debit card purchases. Additional information is contained on pages 26 and 27 of the PDAA, which I have enclosed.
At the time that your account became overdrawn you had elected to "opt-in" to and take advantage of the Santander Account Protector. This election gave us your consent to provide authorization for transactions, even though there may not have been sufficient available funds in your account, and to charge you insufficient funds fees. It is for this reason that transactions were able to post to account, which became overdrawn. You can change your election in the Santander Account Protector by calling the Customer Contact Center at [redacted].
As a result of the information provided above, the insufficient funds fees were properly assessed to your checking account. In fact, in reviewing your account, two (2) $35,00 fees were refunded on August 27, 2014. It is for this reason that the remaining fees that were assessed to the checking account will not be refunded. However, if you would like to add the EALOC ending in [redacted] as additional overdraft protection account, you can do so by speaking to a Customer Contact Center Representative or visiting a local branch office.
Finally, our records indicate that your debit card disputes were resolved in May 2014. If this is not the case, please call the Customer Contact Center.
Thank you for taking the time to share your concerns, and for allowing me the opportunity to address them. Should you have any additional questions in regard to this matter, please feel free to contact Ms. Jen S[redacted], a Customer Relations Representative, at [redacted].Sincerely,Jo Anne G
Vice President Manager, Customer Relations

July 3, 2014 
Dear [redacted]:Thank you for June 23, 2014 letter addressed to the Revdex.com. Your letter was provided to me on July 2, 2014 and as a representative of the bank, I have been asked to respond.
We appreciate your inquiry and can assure you that this matter has been carefully researched in order to assist you. It is our goal at Santander Bank, N. to provide exceptional customer service and to thoroughly review matters raised by our customers.
You stated in your letter that you are questioning insufficient funds fees that were assessed to your checking account, ending in numbers [redacted].
In accordance with federal regulations, we are not permitted to charge insufficient funds fees for overdrafts created by Automated Teller Machines (ATM) and one time debit card transactions unless the consumer authorizes us to do so. If consumers do not authorize us to charge these fees, we typically decline these transactions. We call the product for the payment of ATM and debit card transactions that overdraw an account the Santander Account Protector. You elected to "opt-in" to the Santander Account Protector. This means that we may authorize and pay one time debit card purchases and ATM withdrawals you make and charge insufficient funds fees even if you do not have sufficient funds in your checking account.
The Personal Deposit Account Agreement (PDAA) also provides information in reference to insufficientfunds fees, on pages 13 through 16, under the following headings:“13. OVERDRAFTS AND UNAVAILABLE FUNDS14 AVOIDING OVERDRAFTS”The account became overdrawn in June 2014 because transactions were presented to the account, which exceeded the available balance in the checking. For your reference, I have enclosed your June checking account Statement,
Federal regulators require that we track accounts with excessive overdraft and/or unavailable funds fees. As a result, an account that has been assessed $500.00 or more in fees, during the course of one month, falls into this category. It is for this reason that if you have not already received it, you will receive a letter informing you that on July 16, 2014, we will begin to generally decline most transactions presented to the account, when the balance is not great enough to cover the item.
You have the ability to change your election to be "opted-out" of Santander Account Protector and we would encourage you to do so. By changing your election we will generally, no longer pay ATM withdrawals and one-time debit card purchases when there are not sufficient available funds in your account. Please note that if we do pay them, which we may be required to do under certain circumstances, we will not assess insufficient funds fees.
While we can certainly understand your frustration in this matter, the fees that have been assessed to the account are correct. As a courtesy, three (3) fees were refunded on June 24, 2014. The remaining fees will not be refunded.
Thank you for taking the time to share your concerns and for allowing me the opportunity to address them. If you have any additional questions, in regard to this matter, please feel free to call the Customer Contact Center at [redacted] or your local branch.You have been a valued customer and we appreciate the opportunity you afforded US to provide our products and Services to you. We would be pleased to have the opportunity to assist you with any of your future banking needs.Sincerely,

August 13, 2014Dear [redacted]:Thank you for your July 22, 2014 correspondence that was addressed to the Revdex.com (Revdex.com) of Metro Washington DC and Eastern Pennsylvania. Your letter was forwarded to Santander Bank, N.A. (Santander) on July 28, 2014, and as a representative...

of the Bank, I have been asked to respond.We appreciate your inquiry and can assure you that this matter has been carefully researched in order to assist you. It is our goal at Santander to provide exceptional customer Service and to thoroughly review matters raised by our customers.
You Stated in your letter that you attempted to pay your credit card online and realized, after the fact, that you did so from an incorrect account. When you went back onto the site, you were unable to cancel the transaction, which caused your account to become Overdrawn, You would like the fees refunded.In researching this issue, I have found that you made a payment to your credit card, utilizing our mobile app, on May 21, 2014 at 11:31 PM. Based on the information you provided, your checking account ending in [redacted], was the account that you selected. Since you were unable to cancel this payment, you then submitted another credit card payment through the mobile app., and based on the routing number you provided, it would appear that an account at [redacted] Federal Credit Union was the donor account. 
It should be noted, that once a payment has been made through the mobile app., there is a very Small window in which the transaction can be cancelled. In this case, the transaction was in process by the time you contacted us. Once a payment is in process, it cannot be cancelled.When the $147.87 credit card payment posted to your checking account, your account became overdrawn, as the available balance was $7.05, and was assessed a $35.00 insufficient funds fee. Since the checking account was at a negative status for six (6) consecutive calendar days, your account was assessed a $35,00 sustained overdraft fee, and subsequently closed with a negative balance on July 1, 2014, The balance at that time was negative $210.82. Additional information in regard to your account can be obtained by calling the Overdraft Collection department at ###-###-####,To summarize, two (2) $147,87 payments were received for your credit card on May 23, 2014. The first was from your Santander checking account, and the second was from your [redacted] account.
While the fees and interest were properly assessed to both your credit card account and checking account, because of the difficulties you encountered related to this matter, we have refunded $45.56 in interest and $70,00 in fees, which were assessed to your credit card account. The refunds will appear on your next monthly billing statement for your credit card.
Finally, you mentioned confusion in being transferred between areas when speaking to agents in our Customer Contact Center, Please be assured that we take these types of matters very seriously, and it is our expectation that our representatives are professional and assist customers with their banking needs. Based on the experience that you described, the agents did not provide the level of customer Service that we expect.
On behalf of Santander, wish to offer my sincere apology for your experience and for any inconvenience this matter may have caused you,Thank you for taking the time to share your concerns and for allowing me the opportunity to address them. If you have any additional questions, in regard to this matter, please feel free to call Ms. Jen S[redacted], Customer Relations Team Leader, at ###-###-####.You are a valued customer and we appreciate that you have chosen to bank with US. We lookforward to assisting you with all of your financial needs, now and in the future.Sincerely,JoAnn G[redacted] Vice President Manager, Customer Relations

August 26, 2015Dear [redacted]:
Thank you for your August 17, 2015 correspondence submitted to the Revdex.com (Revdex.com), Metro Washington DC and Eastern Pennsylvania. The Revdex.com forwarded your inquiry to Santander Bank, N.A. (Santander), which we received on August 21, 2015. As a...

representative of the Bank, I have been asked to respond.We appreciate your inquiry and the opportunity to research this matter to assist you. It is my understanding that you had a disappointing experience on August 15, 2015, when you contacted customer Service to request a check register sent to you.On behalf of the Bank, I wish to offer my sincerest apologies for your experience and for any inconvenience you encountered in relation to this matter. The level of service you received is not at all consistent with our expectations.
As you requested, enclosed please find two (2) check registers.
Regardless of the checking account product type that a customer has, we do not charge our customers a fee for Standard check registers. We are very sorry for the misinformation you received and for your overall experience with our Customer Contact Center on August 15, 2015. Please be assured that this situation has been reviewed and addressed by the appropriate management personnel,
Thank you for taking the time to share your concerns and for allowing us the opportunity to address them, You are a valued Customer and we look forward to assisting you with any financial needs that you may have, now or in the future. If you have any additional questions in regard to this matter, you may contact Lance S[redacted], a Customer Relations Representative, at ###-###-####.
Sincerely,
JoAnn G
Vice President Manager, Customer Relations

Thank you for your November 18, 2014 correspondence addressed to the Revdex.com (Revdex.com). The Revdex.com forwarded your letter to Santander Bank, N.A. (Santander) on February 3, 2015 and as a representative of the Bank, I have been asked to respond.
We appreciate your inquiry and can...

assure you that this matter has been carefully researched in order to assist you. You stated in your correspondence that you paid off your automobile loan but we have not released our security interest on the vehicle. While you have made requests to have this processed completed, to date, it has not occurred.In researching this matter, it was determined that your automobile loan was paid in full in 2008. At that time, we mailed you a letter indicating that your loan was paid in full. We also mailed a letter to Digital Federal Credit Union, who paid off your loan, providing them with proof that we had satisfied the lien on the vehicle. | have enclosed copies of both letters.
Although we took these actions, we regret that you may not have received this information.
In an effort to assist you, we sent a Lien Release Letter to your attention on January 26, 2015 and again on January 29, 2015. For your convenience, enclosed is a copy of the Lien Release Letters along with the merger letter that accompanied the release.
We sincerely apologize that you experienced difficulty while attempting to resolve this matter. We have shared your experience with the appropriate management team for coaching purposes.Thank you for taking the time to share your concerns and for allowing me the opportunity to address them. If you have any additional questions, in regard to this matter, please feel free to call Ms. Jen S[redacted], a Customer Relations Team Leader, at ###-###-####. 
You have been a valued customer and we appreciate the opportunity you afforded us to provide our products and services to you. We would be pleased to have the opportunity to assist you with any of your future banking needs. 
Sincerely,
JoAnn G[redacted] Vice President and Manager, Customer RelationsCC: [redacted] Revdex.comMs. Jen S[redacted], Customer Relations / Santander Bank, N.A.Enclosures

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.   Thank you so much for you help!
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Thank you very much for your help. 
Regards,
[redacted]

July 29, 2015
Dear [redacted]:
Thank you for your July 21, 2015 correspondence that was submitted to the Revdex.com (Revdex.com), Metro Washington DC and Eastern Pennsylvania. The Revdex.com forwarded your inquiry to Santander Bank, N.A. (Santander), which we received on July 24,...

2015. As a representative of the Bank, I have been asked to respond.We appreciate your inquiry and can assure you that this matter has been carefully researched in order to assist you. It is my understanding that you received a letter from Santander dated July 7, 2015, stating that your account ending in 8636 was inactive and that after three (3) years of inactivity, your property would be turned over to the State. However, you indicated that you closed this account in person at our branch located in Hagerstown, Maryland, in Spring 2012.
In reviewing the concerns you presented, our records indicate that on June 28, 2012, a withdrawal in the amount of $10.82 was processed to your Checking account ending in [redacted], which left your available balance at zero. However, on June 29, 2012, interest in the amount of 0.01 was credited to your account causing it to remain open.
On July 24, 2015, your account was closed and a check in the amount of 0.01 was mailed under separate cover to the address reflected above. If you do not receive this check within 10 business days from the date of this letter, please contact Adrienne P [redacted] in our Customer Relations department at the number below.
Also, per your request, enclosed is a copy of the statements from June 1, 2011 to May 30, 2012. We apologize for any inconvenience this matter has caused you, and thank you for taking the time to share your concerns and for allowing me the opportunity to address them. If you have any additional questions in regard to this matter, you may contact Adrienne P[redacted], a Customer Relations Representative, at [redacted].
Sincerely,JoAnn G.
Vice President and Manager, Customer Relations

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  However I do want to state that I only used foul language AFTER the representative there told me I WAS TAKING THE MATTER TOO PERSONAL, which I taught was a STUPID thing to say if someone had just been Jipped out of that amount of money. You darn right I'm going to take it personal because it was MY MONEY. Which I why I choose to close my acoount and bank somewhere else because YA'LL don't know how to communicate well with people. I accept my $20 check that you owe me and move on. No need to respond. Thank You.
Regards,
[redacted]

May 14, 2014
Dear [redacted]:
Thank you for your April 29, 2014 letter addressed to the Revdex.com. Your letter was forwarded to Santander on May , 2014 and as a representative of the bank, I have been asked to respond.
You stated in your letter that you did not...

authorize overdraft protection from your money market account to your checking account. As a result, you would like the 12.00 sweep fee refunded.Your checking account was opened on August 10, 2009, while your money market account was opened on August 29, 2011. The money market account was set up as overdraft protection for the checking account, on the day the money market account was opened. This means that as long as sufficient funds are maintained in the linked account, which is the money market, funds will be swept to your checking account to cover transactions that are presented for payment that would otherwise cause an overdraft. There is a 12.00 sweep fee per day, rather than a 35.00 insufficient funds fee per item, which is a significant savings. The sweep occurs once per day, and one (1) fee in the amount of 12.00 is assessed per day, only if a sweep occurs. This service is available to prevent your account from becoming overdrawn. When your overdraft protection goes into effect, funds are swept from your money market in order to correct the overdrawn balance.
In reviewing your account activity, since 2011, you have made numerous transfers between accounts. As a result, you are familiar with this process. Since you have had overdraft protection since 2011 and made transfers during this time, clearly overdraft protection does not prohibit your ability to make manual transfers. You should make the transfers to your checking account prior to utilizing the funds to ensure they are available for use.In reviewing your checking account, the money market account has since been delinked” and you no longer have overdraft protection. This means that if you overdraw your account, your account will be assessed a 35.00 insufficient funds fee for each item that is presented against insufficient funds. Also, the
Customer Contact Center refunded the 12.00 sweep fee on May , 2014.Thank you for taking the time to share your concerns and for allowing me the opportunity to address them. If you have any additional questions, in regard to this matter, please feel free to call the Customer Contact Center at ###-###-#### or your local branch.You are a valued customer and we appreciate that you have chosen to bank with us. We look forward to assisting you with all of your financial needs, now and in the future.

June 4, 2015Dear [redacted]:Thank you for contacting Santander Bank, N.A. (Santander) regarding the above-mentioned Customer issue.Below please find a summary of our recent contact with [redacted] regarding her concerns: On June 4, 2015, Lance S[redacted], Customer Relations...

Representative, contacted [redacted] by telephone in regard to this matter. Mr. S[redacted] reviewed [redacted]'s concerns with her and apologized for her experience and for any inconvenience she encountered. She was informed that a check in the amount of $50.02 was mailed to her, representing a full refund of the fees for which She was requesting consideration, in addition to a small balance that remained in a separate account. [redacted] was also assured that her accounts were closed, as she requested.[redacted] appreciated the call and indicated her Satisfaction with the resolution.Should you require further assistance, please feel free to contact me at [redacted].Lance S.Customer Relations Representative

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
"On October 14,2010 your savings account was set up as overdraft protection for the checking account. In the event the checking account was overdrawn, funds were automatically transferred from the money market savings account to the checking account, as long as funds were available in the money market savings account to cover the negative balance in addition to the sweep fee." This statement is correct. I chose this specifically because it my transactions would be covered only if the funds were available in my savings. Which is why the next paragraph in there statement is obviously false. 
 It states, "You elected to "opt-in" to the Santander Account Protector when the savings account was opened on October 14, 2010. At that time we did not have to collect signatures when a customer made a selection for the Account Protector. Your opt in election meant that we may authorize and pay one time debit card purchases and ATM withdraws you make and charge insufficient funds fees even if you do not have sufficient funds in your checking account."  When a customer made a selection? Where is the proof that I made that selection???
 This above statement contradicts Santander's case. If I had supposedly "opted" myself into Account Protector, as they claim, I would have no need to set my checking account up for "overdraft protection" as I did; furthermore Santander would have no need to offer me overdraft protection since my account would be charged for all transactions regardless of whether funds were available or not. It would be utterly unnecessary. 
 The fact remains that I did not "opt" myself into the Account Protector which gives them the right to charge my card when I have insufficient funds, then charge overdraft fees. Santander opted me in without my consent and proper notification of them doing so, so of course they would not have my signature. I called a Santander representative and she even said "Oh we automatically opt you into the Account Protection plan." Of course they do, its another way to take money from there customers with deceitful practices. 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted]I am rejecting this response because:
I have requested a refund for overdraft fees totaling nearly $400.  Santander has indicated they "mailed" notifications for each of the overdraft instances they allowed through.  By the time these notifications were received, the damage was done, conveniently enough.  The bank has my phone number.  The bank has my email. Alerting me by either of these methods would have allowed me to discontinue using my card, and address the issue.  Instead, notification were mailed, and I was not made aware of the situation until more than a week later, in the meantime, the bank continued to charge ridiculous fees to the tune of hundreds of dollars over the course of just a few days.  One declined transition would have alerted me to contact the bank.  Instead they allowed the transactions to continue, while charging me exorbitant fees.
This matter is not resolved.  In this age of cell phones and emails, "mailing" these notifications is unacceptable.  Assuming I do not receive a credit for the overdraft fees I will be ending my more than decade long relationship with this bank, and advising anyone I know to steer clear because of ethically questionable practices like this.
Regards,[redacted]

September 4, 2015
Dear [redacted]:
Thank you for your additional  inquiry to the Revdex.com (Revdex.com), Metro Washington DC and Eastern Pennsylvania, in regard to this matter.  We received a copy of your latest correspondence from the Revdex.com on August 26, 2015.  I was again asked to respond on behalf of the Bank. 
It is my understanding that your concerns relating to this matter remain and that you are requesting photographs from the Automated Teller Machine (ATM) where the transaction in question occurred.  
Again, we sympathize with your situation, however, the process to resolve an ATM dispute such as this is a federally regulated procedure that is utilized by financial institutions. ATM disputes must be filed with the issuer of the card that was used for a disputed transaction, not with the institution that owns the ATM where a disputed transaction occurred. For example, if the Same identical transaction took place at an ATM owned by a different bank, you would still be required to initiate a claim by contacting the institution that issued your card.
If a credit to your account is warranted, the financial institution that issued the ATM card would provide you Such credit. Therefore, if you desire this matter investigated, you must contact the issuer of the ATM card that you used for the transaction in question and file a claim with that financial institution, and then provide whatever documentation is requested for your claim. A telephone number to contact your card issuer should be on the back of your ATM card as well as on any periodic statements that you receive for the account that the card is linked to.
Thank you for allowing us the Opportunity to address your additional concerns. If you have further questions regarding this matter, you may contact Lance S[redacted], a Customer Relations Representative, at ###-###-####.
Sincerely,Joann GVice President and Manager, Customer Relations