Santander

[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]

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

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,

Dear [redacted]:Thank you for the correspondence you submitted to the Revdex.com of Metro Washington DC and Eastern Pennsylvania (Revdex.com). The Revdex.com in turn forwarded your inquiry to Santander Bank, N.A. (Santander) on December 12, 2014. As a representative of the bank, I have been...

asked to respond.We appreciate your inquiry, as providing exceptional customer Service is our goal at Santander, please be assured that we have carefully researched this matter in order to assist you. It is my understanding that you have concerns regarding your Business Checking account, which was closed and reported to [redacted] under your personalinformation. -First and foremost, I would like to apologize for any inconvenience or frustration this matter may have caused you. | can assure you that these concerns have been communicated to the appropriate management teams to ensure a more positive experience for customers.Our records indicate that your account ending in [redacted] became overdrawn on December 28, 2012. The Bank typically allows an account to remain overdrawn for thirty-five (35) days before the account is closed with a negative balance. On February 5, 2013, the account was closed with a negative balance of $565.12. Our records do not indicate that the negative balance was caused by fees relating to an equipment rental. Santander reported the closure of your account with a negative balance to [redacted], a consumer reporting agency governed by the Federal Fair Credit Reporting Act (FCRA).in researching your concerns you have presented, we have found that you were incorrectly identified as a sole proprietor although a limited liability company as indicated as the account owner. As a result of this error, the derogatory information that was reported to [redacted] under your personal information has been removed on December 16, 2014. Please note that the negative balance history for [redacted], under the business taxpayer identification number for that entity, will remain with [redacted] for up to five (5) years. from the date the account was closed, which was February 5, 2013.Thank you for taking the time to bring this matter to our attention and for giving me the opportunity to address your concerns. If you have any questions regarding this matter or you wish to discuss the matter further, please feel free to contact Aleda H[redacted], Customer Relations Representative at [redacted].SincerelyJoAnn G[redacted]Vice President Manager Customer Relations

[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:
While I appreciate Santander bank removing 4 of the overdraft fees, I'm still left with 6 fees, @ $35.00 each, for a total of $210.00.
As I've explained in past, I am currently disabled and receiving only a percentage of my normal salary. Because of my disability, I was unable to retrieve my mail on a regular basis, so I wasn't aware that my account was overdrawn.
As Santander bank has stated that they have the ability to stop withdrawals from my account, why not have stopped them before charging me 10 overdraft fees? It's outrageous to me that I now have to pay $210.00 to Santander bank. I am sick and I have no way to repay these charges. 
Regards,
[redacted]

May 6, 2014
Dear [redacted] & [redacted]:Thank you for choosing Santander Bank, N. and allowing us to assist you with your financial needs.Please accept this letter as confirmation that the research on the above referenced account was completed. No changes have been found...

effecting the reportingto the credit bureaus for March2014. Due to the Reg Fair Credit Reporting act we are unable to remove accurate reporting to the credit bureau.If you have any questions or are interested in other products and services we offer, please contact our Customer Service Center at (###-###-####) from 7:00 am, to 11:00 pm., 7 days a week. Hearing impaired customers may call ###-###-#### (TTYTDD). Our Team Members look forward to assisting you.Sincerely,Consumer Loan Servicing

[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 happy that the account has been closed and that that part of the resolution has been completed.  However, the letter from Santander stated that it would reimburse me $13.42 which put the now-closed account to a positive balance.  I have not received a check for the remaining balance of the closed account.  Once I have received this remaining funds I will be happy to close the complaint.
Regards,
[redacted]

Thank you for your January 12, 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) on January 16, 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 filed a credit card claim in the amount of $3.34, as a result of the merchant, [redacted], failing to deduct a $.60 coupon at the close of the sale. You are looking for your credit Card ending in [redacted], to be credited the full amount of the transaction amount, which is $3.34.
Please be aware that claims may be filed on fraudulent transactions, however, chargebacks involving dissatisfaction with the merchant, merchant return polices or merchandise, are not covered by card regulations.
The Bank is not able to chargeback a merchant for a coupon that may have not been used during a purchase. As a result, your claim [redacted], which was filed on December 23, 2014, in the amount of $3.34 against the merchant [redacted], was denied on January 7, 2015, and a subsequent letter notifying you of the final outcome was mailed to you on January 8, 2015.
A second claim for the above disputed transaction was filed on January 12, 2015. Although we were not obligated to pay this claim, we credited your account on January 14, 2015 for $2.74. After reviewing this claim we determined that we should have only paid the amount of the coupon that was not applied in the amount of $.60. However, we have decided not to reverse the difference of $2.14 and the $2.74 credit will remain final. A letter reflecting the final outcome of this claim was mailed to you on January 15, 2015. For your review, I have enclosed a copy of the determination letter.
Thank you for taking the time to share your concerns, and for allowing me the opportunity to address them. You are a valued customer and we appreciate that you have chosen to bank with us. Should you have any additional questions in regard to this matter, you may contact Anthony C[redacted], Customer Relations Representative at ###-###-####.
Sincerely,
JoAnn G[redacted]Vice President Manager Customer RelationsCC: Revdex.com, Metro Washington DC and Eastern PennsylvaniaAnthony C[redacted], Customer Relations Project Analyst/Santander Bank, N.A.Enclosure

May 19,2014Dear **. [redacted]:Thank you for your correspondence submitted to the Revdex.com of Washington DC and Eastern Pennsylvania (Revdex.com). The Revdex.com in turn forwarded your inquiry to Santander Bank N.A. (Santander) on May 5,2014, 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 carefully review matters raised by our customers.First and foremost, I would like to apologize for the level of service that you received from the Bank while attempting to resolve this matter. 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. Please be assured that the details of this situation have been provided to the appropriate management team.In your correspondence you stated you have had problems with the Bank applying payments to your mortgage account ending in [redacted]. You also mentioned that mortgage payments are being withdrawn causing your account to become negative.In researching your account, the Bank received check number [redacted] on March 26,2014. The numeric portion of the check provided an amount of $1,048.32, however the written amount did not match as it was one thousand dollars ($1,000,00). The check was returned to you on March 26,2014.Our records indicate that on April 1, 2014 you were informed that there were two (2) different amounts listed on the check and your check was returned to you. On the same date, you agreed to a payment by telephone for $1,048.32, which satisfied your mortgage payment due March 1, 2014.On April 4,2014, we received instructions from you to set up a preauthorized pay-by-phone which was future dated for April 21,2014. On April 7,2014, the Bank received check number [redacted], again and posted this payment to your account. Although the written and numeric amounts did not match, it was not caught during payment processing the second time and the payment was posted.When you realized the Bank cashed check [redacted], you called a customer service representative to have the April 2), 2014 pre-authorized pay-by-phone payment for $1,048.32 cancelled. During this telephone call the representative assured you that the payment was cancelled. Unfortunately, the representative did not cancel your payment as requested. As a result of this payment not being canceled, you incurred overdraft fees on your checking account held with [redacted]s Bank.On April 25,2014, the Santander credited your [redacted] Bank account ending in [redacted] for $1,196.86. This amount represent the [redacted] pay-by-phone fee of $15.00, your standard monthly mortgage payment amount of $1080.17, a late charge of $31.69 that your mortgage account incurred, and $70.00 in fees that your [redacted]’s Bank account incurred.On behalf of the Bank, again I sincerely apologize for the mistake made by our representative made by not cancelling your request.Thank you for taking the time to share your concerns and for allowing me the opportunity to address your concerns. If you have any additional questions, in regard to this matter, please feel free to contact [redacted], Vice President Mortgage Operations at ###-###-####.Vice President

December 21, 2015
Dear [redacted]:
Thank you for the correspondence that you forwarded regarding [redacted].
It is my understanding that [redacted] questioned an Individual Retirement Account (IRA).
Please know that [redacted]'s concerns were resolved on...

December 17, 2015, when she met with the Shillington Branch Manager. During the meeting the Branch Manager opened an IRA Certificate of Deposit account, waived the associated fees, and reimbursed [redacted] for lost interest. [redacted] expressed that she was happy with the outcome.Thank you for allowing us the opportunity to provide you with information regarding [redacted]. If you have any additional questions, in regard to this matter, please feel free to contact Ms. Jen S[redacted], a Customer Relations Representative, at ###-###-####.
Sincerely,JoAnn G.
Vice President Manager, Customer Relations

May 15, 2014Dear [redacted]:Thank you for your additional concerns submitted to the Revdex.com of Metro Washington DC and Eastern Pennsylvania (Revdex.com). The Revdex.com forwarded your inquiry to Santander on May , 2014, as a representative of the Bank I have been asked to respond.
You mentioned in your correspondence you have requested to have five $35.00 fees waived. You also stated that the telephone number that the telephone number that you were provide with for [redacted] was not working.As mentioned to you in our prior responses dated April 1, and April 18, 2014 your account ending in [redacted] was credited for a total of $70.00 as a courtesy on March 18, 2014. This credit represented two $35.00 insufficient funds fees your account was assessed. Our April 1, 2014 response mentioned that no bank error had occurred, and as a result no additional refunds would be forthcoming.We also informed you that Santander allows an account to remain overdrawn for thirty-five (35) days before it is closed with a negative balance. As of April 24, 2014 your account was closed with a negative balance for $80.87. For additional information regarding your closed account you may call Santander at [redacted].
You also stated in your correspondence that the telephone number you were provided for [redacted] was not working.In researching your concerns, I understand that you spoke with [redacted] at the telephone number listed at the bottom of each of our correspondences to you, which is [redacted]. It is my understanding that in speaking to [redacted] on both April 21, and April 22, 2014 that she explained to you that no additional fees will be refunded to your account.The Banks position regarding this matter has not changed.We again, thank you for taking the time to share your concerns and for allowing me the opportunity toaddress them. Should you have further questions in regard to this matter, please feel free to contact [redacted] of the Customer Relations Department at [redacted].Sincerely,

Thank you for your April 6, 2015, correspondence Submitted to the Revdex.com (Revdex.com) The Revdex.com forwarded your inquiry to Santander Bank, N.A. (Santander) on April 8, 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 Home Equity Line Of Credit (HELOC) account ending with [redacted]. Specifically, you indicated that the line of credit lien was incorrectly secured against your primary residence rather than your rental property.In researching your concerns, we determined that when your HELOC application was submitted on March 27, 2014, the property that was pledged as the collateral was [redacted]. Although the application indicated that the property was an investment, during the underwriting review process, it was determined that the pledged property was your primary residence. Because the pledged property was your primary residence, your application was approved for a consumer loan product and not an investment loan product.It is my understanding that you spoke with Talia C[redacted], Customer Relations Representative, on April 21, 2015, regarding the lien on your property. During your telephone call with MS. C[redacted], she advised you that we thoroughly reviewed your loan documents and determined that the lien had been encumbered on the correct property. For your review, enclosed are additional copies of the appraisal that was mailed to you on April 14, 2014, which was in advance of your closing date of May 14, 2014, your signed HELOC Agreement, and recorded Mortgage. The documents reflect that your HELOC account was to be secured by your primary residence which you signed at closing.Ms. C[redacted] further advised you that in order to discharge the lien on your primary residence, you need to submit a refinance application, in which you would need to pledge your investment property as collateral, and you will not be assessed an application fee of early termination fee for the refinancing of the loan with Santander. At the closure of the telephone call, you informed Ms. C[redacted] that you would visit your local branch and submit the paperwork to refinance your loan.Thank you for taking the time to bring your concerns to our attention and for allowing us the opportunity to address them. Should you have any additional questions in regard to this matter, you may contact Ms. C[redacted] at ###-###-####.

April 28, 2014
Dear **. [redacted]:Thank you for your recent correspondence that was submitted to the Revdex.com (Revdex.com) on April 11, 2014. The Revdex.com forwarded your inquiry to Santander Bank, N.A. (Santander) on April 14, 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 carefully review matters raised by our customers.Although a Bank error has not occurred, as a courtesy, we have credited your account $70.00. You will see the credit as an adjustment on your next monthly statement. No further compensation will be forthcoming in regards to this matter.It is my understanding that you expressed concern regarding your checking account ending in [redacted]. You indicated your account recently incurred four (4) fees following a recent check deposit. You also indicated that when you contacted your local branch, you received less than satisfactory service when you requested to be provided a refund for the fees that your account incurred. Lastly, you requested that the Bank provide you’re a refund in the amount of $140.00.In researching the concerns that you presented, we found that on Saturday April 5, 2014, the beginning balance of your account was $973.20. On that same day, a check deposit in the amount of $ 3,567.20 was credited to your account. Although the deposit was posted to your account, the funds from the check were not yet available to pay items that were presented for payment against your account.In accordance with Santander’s Funds Availability Policy, $200.00 from your check deposit of $3,567.20 made on Saturday April 5,2014 was available for you to use on April 8, 2014. The remaining funds from the check deposit were made available for your use on Wednesday, April 9, 2014. It should be noted that when a deposit is made, the receipt that is provided to you at the time you make a deposit reflects the available balance of the account, including any funds that may be immediately available from the deposit. Eight (8) items, totaling $272.73, were presented for payment against your account Monday, April 7, 2014. The ending balance in your account that day was $700.47. The beginning balance of your account on Tuesday, April 8, 2014 was $700.47. On that same day, four (4) items totaling $3,025.96 were presented for payment against your account. Because the items were presented against unavailable funds, your account was assessed four (4) unavailable funds fees. The ending balance for your account that day was -$2,325.49.To help assist you in determining the availability of deposits you make, for your convenience, enclosed are copies of our Personal Deposit Account Agreement (PDAA) and a Personal Deposit Fee Schedule (PDAFS), which were provided to you when your checking account was opened. The Funds Availability Policy can be found beginning on page 13 of the PDAA. The Funds Availability Policy is also on display in our branch locations at the teller line, where deposits are accepted. As provided by applicable federal law, the Bank is permitted to delay making the funds from a check deposit available to enable the Bank time to collect the check before the proceeds are made available to the customer.I am also enclosing a Simple Facts brochure for your Santander Preferred Checking account, which also explains how fees are assessed to your account, in a simple and straightforward manner.Your concerns regarding the level of service that you received from our [redacted] branch location have been forwarded to the management of the appropriate area in order to ensure a better experience for our customers in the future.The fees that were assessed were correct and a bank error did not occur. As mentioned above, we have agreed to waive half the fees incurred in the amount of $70.00. No further fee refunds will be forthcoming.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 visit 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 9, 2014
Dear **. [redacted]:Thank you for your April 21, 2014 letter addressed to the Revdex.com. Your letter was forwarded to Santander Bank, N. (Santander) on May , 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 it was your understanding that a minimum credit score of 640 is needed in order to be approved for a Home Equity Line of Credit (HELOC). You believe that your score meets this guideline, yet you were denied twice.
We received your HELOC applications, which are numbered [redacted] and [redacted]. As noted in the Adverse Action letters that were mailed to you, both applications were declined because of issues related to your credit report. 
For application number [redacted], [redacted] provided your credit score as 633 and on application number [redacted], [redacted] provided your credit score as 637. Based on your letter, you indicated that you were under the impression that our minimum score requirement was 640. It is important to note that we have different score requirements for a variety of products, which are unpublished. If you were quoted a minimum score by a Santander team member, please accept my apologies, as that should not have occurred.
You indicated that when you ordered a copy of your report directly from [redacted], your score was 20 points higher. In reviewing the calls we had with you, we offered to review that report and compare it to what was provided to us by [redacted]. In fact, our fax number was provided to you in order for you to forward your report. To date, we have not received the report, but are still willing to make that comparison should you choose to provide us with your copy. Since you agreed to submit both applications, the inquiries on your credit report are valid and will remain.
There was no discriminatory act regarding the decline of either application. The reason that you were denied was due to the fact that you did not meet our minimum underwriting requirements,
Lastly, your concerns regarding the Cranston Branch Manager were forwarded to the appropriate Inanagement team for review. We are sorry to learn that you feel you did not receive adequate service from her. However, the team members in the branch often have to deliver unfavorable decisions to our customers, for which they have no control. We have taken your comments seriously and will work to deliver more favorable experiences going forward. Please accept my apology on behalf of Santander Bank, N. for any inconvenience you have experienced.
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 [redacted] a Consumer Loan Operations Customer Service Coordinator, at ###-###-####.
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,

[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 need to waive tha 5 times unfair fees of $35,when I first call the bank before contacting the Revdex.com I was able to waive,2 of them,the person in charge from the bank([redacted],because the nomber she provided in her letter wasn't even a working number until was fixed after I mentioned that to the Revdex.com.  is just either miss guide me and the Revdex.com or she don have the right info,I called here many times she never called me back when I was able to reach here she lied to me by saying she called me and left a message which was never happened,I wonder how is she in such position of a customer relation !!!! would you please Revdex.com try to clear and understand my situation by contacting someone who is really kowing what he is doing and represent the bank in a profisinal way
Regards,
[redacted]

May 18, 2015Dear [redacted]
Thank you for your May 5, 2015 inquiry to the Revdex.com (Revdex.com). The Revdex.com forwarded the inquiry to Santander Bank, N.A., which we received on May 8, 2015. As a representative of the Bank, I was asked to respond.
We appreciate your inquiry...

and can assure you that we have carefully researched this matter in order to assist you. It is my understanding that you have concerns regarding an unavailable funds fee that was assessed to your checking account ending in numbers 7864 on April 16, 2015.On behalf of the Bank, I wish to offer my apologies for your experience and for any inconvenience you encountered in relation to this matter. The level of service that you described is not at all consistent with our expectations. Please be assured that this situation has been reviewed and addressed by the appropriate management personnel.
In your correspondence to the Revdex.com, you explained that you deposited a state government issued check on April 15, 2015, and that you were advised at the time the deposit was made that the funds from the check would be available to you the next business day. However, the funds were not available the next day which is when an automatic debit posted to the account. This transaction caused the account to be charged the aforementioned unavailable funds fee.
Upon request, the item that you deposited was eligible for next day availability. However, when the deposit was Conducted it was not Selected to be processed with the special next day availability. Based on the information that we have, it appears to us that our teller made an error in processing your deposited item. For this reason, we have refunded the $35 unavailable funds fee back to your checking account. The credit was processed on May 14, 2015, and will appear on your next monthly statement.
Again, we apologize for your experience and we thank you for taking the time to share your concerns and for allowing us the opportunity to address them. If you have any additional questions in regard to this matter, you may contact Santander District Executive, Sharon P[redacted], at [redacted].Sincerely,Ann GVice President Manager, Customer Relations

Thank you for your February 28, 2015 inquiry to the Revdex.com of Washington DC and Eastern Pennsylvania (Revdex.com). The Revdex.com forwarded your inquiry to US, which we received on March 6, 2015. As a representative of the Bank, I was asked to respond.We appreciate your inquiry and can...

assure you that we have carefully researched this matter in order to assist you. You explained in your inquiry that you contacted the Bank after becoming aware that your purse containing your checkbook for your checking account ending in numbers [redacted] was stolen. I understand that in working with our representatives, the affected checking account was frozen to prevent unauthorized activity, and funds were transferred from that account into a newly opened checking account ending in numbers [redacted]. However, in the course of these transactions, you became concerned at how this would impact the timing of a monthly Social Security direct deposit that required being Switched over to the new account. -In an effort to better understand your concerns and discuss this matter at greater length, Santander District Executive, Saneria H[redacted], attempted to reach you by telephone. Unfortunately, understand that Ms. H[redacted] was unsuccessful in connecting with you. -Your inquiry to the Revdex.com mentioned that the handling of this matter by the Bank resulted in your having to wait two (2) weeks for the Social Security direct deposit that you were expecting. In researching this matter, your account history shows that the monthly direct deposit in question was typically credited on or about the last day of each month. Prior to the opening of your new checking account on February 17, 2015, and the closure of the original checking account on March 4, 2015, the last Social Security direct deposit was credited on January 30, 2015. Our records show that on March 2, 2015, the first business day after the last day in - February, the new checking account received funds from Social Security via direct deposit. We were very pleased that you received the deposit in a timely manner and that an extensive delay did not occur.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 appreciate that you have chosen to bank with us. If you have any additional questions or wish to discuss this matter further, you may contact Saneria H[redacted]. Ms. H[redacted] can be reached at ###-###-####. -Sincerely,JoAnn Gruber
Vice President
Customer Relations

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.  I did receive the refund I was requesting from the bank and my issue is resolved.
On a side note, I am so pleased that the Revdex.com exists.  Your response to my complaint has been exceptional!
Sincerely,
[redacted]

June 11, 2014Dear [redacted]:Thank you for your May 20, 2014 letter addressed to the Revdex.com (Revdex.com). Your letter was forwarded to Santander on May 23, 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 to provide exceptional customer service and to thoroughly review matters raised by our customers. You stated in your letter you wish to have your payment due date on your mortgage, ending in numbers [redacted], changed back to the nineteenth (19) of the month. Specifically, you noted that your loan modification changed your payment due date from the 19th to the 1st of every month. Your direct deposit arrives during the third week of the month, resulting in your payments being late.
In an effort to assist you, Santander has made an exception and prepared an amendment to your modification agreement. The amendment will change your due date from the first (1st) of the month to the fifteenth (15th) of the month. 
In order to facilitate this change, please sign the enclosed amendment and return it to the following address:Santander Bank Loss Mitigation Mailcode: 106438-WO7 B.. Box 12646Reading, PA 19612
Thank you for taking the time to share your concerns and for allowing me the opportunity to address your concerns. If you have any additional questions, in regard to this matter, please feel free to contact [redacted], Manager of the Loss Mitigation Department, at ###-###-####.
Sincerely,

[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. 
Regards,
[redacted]