Santander

Review: Paid the loan in full but it is not being reported to the credit reporting agencies as paid in full. The bank is in violation o the FCRA.Desired Settlement: Report loan as paid in full

Business

Response:

{Please see attachment.}

Review: I have been recently charged over $600 for insufficient fees at my bank. I have called the manager for Santander Bank over the weekend and left a message. I have no response from him yet.

Today, have read that a bank can only charge after 6 insufficient while some banks charge after 3. I am a single person working 2 jobs and am having to try and get some extra help so that I can possibly have "forgiveness" or whatever the term the bank uses to reimburse someone and taking off fee charges. I am alone and have been unemployed off and on for a few years and am only temping at a company right now. This amount taken can make me homeless and I am asking you to help me not to be homeless and be able to eat. I work two jobs to make ends meet and live paycheck to paycheck.

I had joined on a recruiter recently and they had had errors in the hourly pay and had adjusted it, meanwhile I had used my debit/credit unaware that there was not enough funds due to the fact that I had not a lot of time to check and also that I was using my card believing the rate we agreed upon was the actual funds being direct depostied in my bank. There error for payments from recruiter were not realized until about 6 weeks after my start date with them on May 5, 2014.

Can you help or advise me from here? I am really upset and under emotional duress. Your quick reply would be dearly appreciated.

Thank you.

[redacted]Desired Settlement: looking to have insufficient charges dropped so I wont be homeless and because I was lead to believe I had more direct deposited in my account to begin with until errors were found after about 5-6 weeks after my start date with the recruiters. Also because I have been banking with this bank for many years and also not sure if I am in the newer clauses as I had been told at an earlier time that I was "grandfathered" in.

Business

Response:

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,

Business

Response:

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,

Review: Hi, my santander bank was charged me 3 times $35 overdrawn fees for unknown reasons,just in 1 day, when I called in I was told u made purches on [redacted] when was no money in the accout ! Which was never the case, what I do usualy I deposit the money to the account then the following day I make the purches with [redacted] ! I spoke to [redacted] ext. [redacted] in massishusts state, he said the money needs to be there 1 business day, which I did already, the gentelman refused to give any info. About him u till I meantioned the Revdex.com , please help . We are all working hard not to pay unneccesary fees, thanks [redacted] Account no: [redacted] NY [redacted] Cellphone: [redacted]Sent from my [redacted]Desired Settlement: Please hep me waive the 3 ($35) unneccesary fees.thanks

Business

Response:

April 1, 2014Dear **.Thank you for your recent correspondence submitted to the Revdex.com of Metro Washington DC and Eastern Pennsylvania (Revdex.com). The Revdex.com forwarded your inquiry to Santander Bank, N. (Santander) on March 21, 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.In your correspondence you stated that you were charged three $35.00 fees in one day. You have requested to be reimbursed for the three fees your account incurred.When a deposit account is opened, multiple pieces of literature are provided to our customers, including the Personal Deposit Account Agreement (PDAA). The PDAA discloses the terms and conditions that apply to deposit accounts at Santander. For your convenience I have enclosed a copy for your review.The PDAA states that we reserve the right to pay the withdrawals you make from your account in any order we determine, regardless of the method you use to make the withdrawal. The order in which you make withdrawals from your account may not be the same order in which we post those transactions to your account each business day. The PDAA further explains the Banks Funds Availability Policy.Please note that we make up to $100.00 of a deposit, per business day available for withdrawal at a Santander US Automated Teller Machine (ATM) up until that days processing. The remaining funds are not available for withdrawal or to pay debits on your account until the first business day after the day of deposit. We make these funds available to you in accordance with our Funds Availability Policy.In researching your concerns our records indicate that the beginning balance in your checking account ending in [redacted] on March 17, 2014 was $196.91. On the same day, you made an ATM deposit of $100.00. No funds were available to pay items that were presented on the account from your deposit the same day. Additionally on that same day, ten (10) items were presented for payment totaling $218.44, which exceeded the current available balance of $196.91 in your checking account. You had sufficient available funds to cover seven (7) out of the ten (10) items and as a result you were charged a $35.00 unavailable funds fee for three (3) of the transactions that were presented to your account for payment.Although, a bank error has not occurred, as a courtesy, your account was credited $73.00, which represents a refund for the two (2) of the $35.00 fees your account incurred. This credit was applied to your account on March 18, 2014. No additional 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, you may contact [redacted] of the Customer Relations Department 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,

Consumer

Response:

[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]

Review: [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,

Business

Response:

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,

Review: I believe this lender is a predatory lender. My husband and I have been account holders for more than 10 years with no history of late payments. We received a letter dated 1/15/14 indicating our line of credit repayment phase required a balloon payment. With no prior warning that this was a coming or a part of our contractual agreement in any way, we were being asked to make a rather large balloon payment for which we did not have the funds. The amount was not given on that letter, but based on monthly statements and online account the amount at the time we arranged payment was $23,919.21.

My husband made several phone calls to the company in an attempt to clarify the accuracy of this and was told there was no option for refinancing because we were "out of state". When he asked for copies of the contract he was told an additional fee would apply for the copy. At some point in this I called to inquire about the account, I was told I had no account and I had no permissions to speak to anyone despite being named on the account and having this account clearly reported on my credit.

While the original letter was dated 1/16/14, I can't honestly say when we received it. I remember reading it in the last few days of January because it amounted to having little over a week to come up with this large sum of money. We were in a scramble. He continued to make phone calls to Santander and later found out that in order to pay off the account we needed a pay off statement. We ultimately got the money and I sent the amount we believed to be the balance based on the online account register in a cashier's check via certified mail on 2/8/14. For some reason, it did not reach them until 2/19/14. Once they got it and the account was credited, an additional balance of $28.83 was added which I took to be interest. I immediately paid via electronic funds transfer which they received 2/21/14.

AFTER I paid the account as above, I received the pay off statement which included estimated interest over and above what I'd already paid and a lien satisfaction recording fee. I checked the online balance of that account daily to make sure there was no additional interest or fees due to the discrepancy between the pay off statement and what I had paid. To this day, the online account remains a zero "0" balance.

Today, I received a letter dated 3/12/14 indicating that the account had an outstanding interest balance and the lien satisfaction recording fee remained due. I phoned Santander to inquire about this letter. This time they were willing to speak to me. The first person I spoke to was confused stating the company was having difficulties with their statements and he showed that my account had zero "0" balance, that nothing was due. In his defense, I can say with certainty that I received at least 2 statements from this company indicating I still had a significant balance AFTER I paid off the account. I assumed the statements crossed in the mail and relied solely on the online account. I also received a letter dated 2/18/14 verifying delays in delivery of statements. After being placed on hold for quite some time, he explained the letter was in relation to the pay off statement. He explained the lien satisfaction recording fee and stated that the interest is a balance of that original pay off statement and is due. I eventually spoke with a supervisor who advised me that this was compounded interest which compounded daily from when I did have a balance.

As I stated, I paid off the known balance BEFORE I received the pay off statement for fear of going into default. The 1/16/14 letter indicated the account needed to be resolved by 2/11/14. Once they received that payment, a small amount was added to the account which I paid immediately. So, this supervisor has not satisfactorily explained where this additional interest came from and insists that I pay it. When I explained the story I have described above, she also stated that Santander would have been more than willing to consider a new loan or re-financing and doesn't understand why we had such difficulties early on.

My husband and I are getting different explanations where fees and interest are coming from. At various points along this nightmare of a financial journey we have been refused access to the account and/or were prevented from speaking with customer service representatives in regards to the account. I have been less than satisfied with this account from the start. I have felt that their interest and fees were too high but have been financially unable to get out from under this burden. I do not feel I should owe them any more than strictly necessary. The amount of interest in dispute is $25.24 and may not seem like a lot, but I'm not willing to pay this amount if it was the left over from a projected amount of interest or that there's no evidence that my account accrued it. I paid the account off before the pay off statement was received and actually sent the check before it was even generated. I also ask where did that additional $28.83 come from after I paid the balloon payment? I assumed it was interest, so where is this additional interest coming from? No one has satisfactorily answered this question and I believe they are just adding on extra funds.Desired Settlement: Because I feel I have no other choice but to pay this right now without risking myself financially, I will pay the amount on the letter dated 3/12/14 which is $57.24. It would take a significant amount of restitution to correct the emotional hardship they have placed upon me and my husband over the course of the last 2 months. We have felt threatened and punished for something we felt we did not deserve. Trying to get this resolved should not have been such a struggle and the lender did not make it easy in any way. My husband and I will be very glad to be rid of Santander but for outcome, I think it's more than fair for them to forgive the $57.24 and refund it back to me immediately.

Business

Response:

April 9, 2014Dear **. [redacted]:Thank you for your March 18, 2014 letter addressed to the Revdex.com. Your letter was forwarded to Santander Bank on March 27, 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.You stated in your letter that a balloon payment was due on your Home Equity Line of Credit (HELOC) account and you provided funds to pay off the line, only to find that the payoff amount was short As a result, you would like an explanation as to why you owe additional funds.Your HELOC had a maturity date of March 1,2014, as indicated on the HELOC Agreement, which is enclosed.On February 19, 2014, we received a certified check for $23,919.21, which accounts for the principal balance on the payoff statement. The payment was applied as follows:Amount Description$28.38 Interest$23,890.83 PrincipalLet me take a moment to explain the interest owed. A bill was generated for the period of February 3,2014 through February 10, 2014. The payoff statement notes that for the eight (8) days in the billing cycle, $28.83 was due for interest. The payment that you provided on February 19, 2014 satisfied this interest amount owed.We received a $28.38 payment on February 22, 2014, which satisfied the remaining principal balance.On February 28, 2014, we received your payoff request, which was processed the same day. The payoff statement, which is also enclosed, indicated that $24,037.71 was necessary to pay off the line.The next bill was for February 11, 2014 through March 12, 1204. For this 28 day cycle, $25.24 was due in interestBecause the interest of $25.24 and the satisfaction fee of $32.00 had not been paid, a short payoff letter was generated on March 12,2014. The letter, which is enclosed, indicates a total amount due of $57.24.On March 24, 2014, we received your $57.24 payment and applied to the funds to the line in order to close the account.We are sorry if you felt this was predatory lending, as that was not the case. We were simply adhering to the HELOC Agreement that you signed in 2004. Since the remaining funds were needed to pay off the HELOC, a refund will not be forthcoming.Please accept my apology on behalf of Santander Bank, N.A. for any inconvenience you have experienced and for the fact that you were not able to receive this information during prior inquiries.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 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,

Review: Sovereign Bank recently began managing their own online banking website. I signed up for online banking and immediately signed up for paperless billing as well. When I did so, I received no notification about the fact that paperless statements were not available at this time for credit card customers. Instead, after two months of continuing to receive paper bills, which are sent to an alternate address from where I reside, I had to contact the company in order to find out that this service is not currently available. I was told that the bank does not need to inform customers that they will not be receiving paperless statements because they are still mailing paper statements. They have no information about when paperless services will become available nor do they have any plans to add a statement to their website stating that this service is not currently available, although they encourage and allow you to sign up and your account information states that you receive paperless statements. This is a false advertisement of services. When I asked about what would happen if someone were to miss a payment as a result, I was told that it is the customer's responsibility to know when he or she has a bill due.Desired Settlement: There needs to be a statement added to the website that says that this service is not currently available.

Review: I have been trying for the past week to obtain a simple letter declaring the release of a lien held by this bank eight years ago. I was told that I could not do so over the phone and needed to submit a written request with the vehicle information and an address to send the letter to, which I promptly completed on Monday. I paid for an overnight envelope to send to the bank, and enclosed was a return, pre-paid overnight envelope back to my residence. The reason for the rushing nature is the tentative sale of the vehicle riding on obtaining this release.

The UPS tracking number ([redacted]) provided that the package was received by Sovereign Bank on Tuesday, July 9th, 2013 at 9:59am. I called to follow up after not hearing from the bank via mail or phone on Thursday, July 11th, 2013. The representative informed me that it could take up to two business days to receive the letter from the "back office", and I should expect it that day or "worst case scenario" the following day, which is today, Friday, July 12th, 2013.

After again not receiving it, I observed via the return UPS tracking number that it had not even been sent out for shipping. I called the bank and, after dealing with several rude and incompetent customer service representatives, came into conversation with a supervisor, [redacted]. She was nice enough on the phone, but completely inept at sorting through their records. I re-sent what I had mailed four days earlier to their fax, requesting a confirmation call to my cellular phone.

After waiting three hours, I tried to contact her. This took again three different reps all incapable of getting a hold of her and wound up with me leaving a voice mail begging for a phone call back with some sort of update as to the situation.Desired Settlement: This has been a ridiculously frustrating experience and one that I wish I could help prevent for any and all customers of this bank. While that may not be possible, I will be content first and foremost to have the lien release sent out immediately. I would like accompanying that a letter of acknowledgement and apology for the incompetence that I met with every single person I came into contact with at this bank.

Being that the overnight envelope purchases were a complete waste of money, I would like to formally request the price of sending and returning to be compensated to me by Sovereign Bank. The total was around $30 (I can provide exact amount and proof of purchase upon request).

Business

Response:

{Please see attachment.}

Review: in 2008 we went to Toyota Universe and purchased a used Hyundai Santa Fe a certified bank check was used to pay for the car in full. We are trying to sell the car currently to find out that for some reason toyota universe and soverign bank placed a lien against the car. the bank cannot find any record or reason why there is a lien because they have a copy of the certified bank check but 13 days later they still will not produce a letter to release the lien because they insist there is a reason they must have put a lien on the title of the car. In 13 days a reason should have been found, there has never been loan on the car the money was used directly from our bank account that we have in sovereign to produce the certified bank check. Toyota universe tells us that they always place a lien because the car was paid by check and the bank should be able to send us a release. unfortunately at this time the car has been sold but the buyer cannot register the car in NJ due to the lien and we have patiently been requesting the release form for the past 13 days with no success at all. We have gone to the bank the certified check was issued, we have call the main number for sovereign and requested to speak to the highest person we can. even requested to speak to someone in the department that has to release the form only to be told they have no phones. I find that really hard to believe and this is an absolute disgrace that we cannot even trust our banks to give us certified bank checks to purchase items as they screw up and cannot even admit they made a mistake. now the buyer wants his money back and we already used the money as a down payment for our new car. so all in all we lose in many fashions. I have called sovereign many many times to follow up only to keep being told the papers are in processing and there is nothing else we can do. well I want to know if one of the workers was going to have a financial issue reimbursing money they no longer had would it still take 13 days and you would not be able to speak to a real manager just customer supervisorsDesired Settlement: I want the release letter signed and handed over asap so the purchaser can register the car and we don't have to borrow money to pay this man back and then have to run an ad again to sell the car. or someone in sovereign to pay the man back until they can get their act together as I should not be penalized for their incompetence.

Review: My IRA executive: [redacted] had taken advange of me.Desired Settlement: no more dealing with Sovereign and my money, my money back

Consumer

Response:

Thank you guys, I got a check. Questions remain: why I got to relay on Revdex.com to get my money? And why dis-investing my little money with Sovereign, [redacted] is so difficult? I open an account w/ Sovereign than later became part of [redacted] and.. my IRA account was transferred to [redacted]. As a non believer I wonder why how these believers do not hesitate to take advantage.

Review: My bank sent out new debit cards due to the credit breach at [redacted] stores. weeks after I received the new account and card,the old card which was suppossed to be cancelled as soon as the new one was activated,was hacked into and the account was cleared out.It has been a week,since I reported it.I reported it the same day they cleaned out my account.It was suppossed to be flagged for fraud the next day. I called them today and they are completely in denial of my account being hacked. They never did anything to rectify and correct the problem,as I am left with no money to live on....it is entirely their fault and they are treating me like I hacked their systemDesired Settlement: I want it to be treated as a serious problem,with every cent returned immediately.......because of their stupidity I have to suffer while they treat me like a criminal. I want an explanation and an apology to why there was a hack during this elevated time of identity theft due to their mistake.

Business

Response:

March 5, 2014

Dear **. [redacted]:

Thank you for your recent correspondence addressed 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 February 25, 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.

It is my understanding that due to the [redacted] breach the Bank had mailed you a new debit card and upon activation, the old card was to be closed. You stated in your correspondence that your checking account had been hacked and your account was cleared out. You mentioned that thereafter you contacted the Bank to report the incident and mentioned that you are not pleased with how you were treated and want your checking account credited.

First and foremost, on behalf of the Bank, I apologize for the level of service that you felt you received while attempting to rectify the matter. At Santander, we take these issues very seriously and work hard to deliver exceptional service to our customers.

Regrettably, due to the volume of compromised cards during an event such as the [redacted] breach, we were not able to close the old debit card on the same day that the new debit card was activated. We sincerely apologize for this delay. Please be assured that your old debit card ending in [redacted] was closed on February 12, 2014. Again, we apologize for any inconvenience and frustration this matter caused you.

It is Santander Bank’s policy to conduct a thorough investigation on all dispute claims that we receive. As disclosed in the Personal Deposit Account Agreement (PDAA), which you would have received when your account was opened, the Bank has up to ten (10) business days to complete the research. If the research cannot be completed within this timeframe a provisional credit will be applied to your account until the research has been completed. Your claim was completed within ten (10) business days of receiving the claim.

In researching your concerns, a claim was filed on February 7, 2014 in the amounts of $443.98 and $232.93. Your claim was completed and a final credit was applied to your checking account on February 21, 2014. A letter dated February 22, 2014 was mailed to you confirming the final outcome.

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, you may contact [redacted], Card Claims Manager 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,

Review: I made a purchase on a 2012 vehicle thru [redacted], [redacted], TX [redacted] on Feb 27, 2013. At the time I purchased exteded warranty thru the dealership but after couple of days decided to cancel on April 9,2013. After thousands of phone calls and my first complaint to the Revdex.com for the dealer lack of not following thru my cancellation, the [redacted] finally refunded me about $1058.00 on July 4th (?? I think that was day on check). My grievance is that if the policy was sold to me at $1498.00 why did I only get $1058.00 back. Now when I called [redacted] back they said they would investigate and call me back. I am still waiting, also I did stress to them that this is totally unethical because I deserved a full refund and an accounting or break down on who kept my other $498.00 dollars. Now my first concern is I never made a payment to [redacted] because immediately after the purchase I refinanced with the credit union. So I guess this is how [redacted] or S-Guard Vehicle protection Plan make any money because I did not keep my loan with them. Now I am asking Revdex.com to please help me recover my $498.00 BECAUSE I NEVER EVEN USED THE PLAN. Revdex.com PLEASE RECOVER MY HARD EARNED MONEY.THANK [redacted]Desired Settlement: I WANT MY REFUND DUE TO ME!!!!!!!!!!!

Business

Response:

{Please see attachment.}

Review: 11/21/2014 at 10:18:01 am, I authorized a one time charge of my credit card at [redacted] in Bourne, MA.

The charge was denied by the bank. The funds were available so my card was swipped again. This time, at 10:18:30 am, the charge went through.

My account is now overdraft by close to $200 because the bank allowed 2 charges of the same $1074.00 amount.

I addressed this with [redacted] and with their Merchant Services Department Manager. They allege they only have taken a 1 time charge of $1074.00. They have provided proof of a 1 time charge. I called Santander 14 times since this incident and have received multiple stories. No one person can explain to me when I will see my money again. There is no Corporate Headquarters. The address in PA is not Corporate.Desired Settlement: I need my money back into my account immediately.

Business

Response:

December 15, 2014Dear [redacted]:Thank you for your December 1, 2014, correspondence submitted to the Revdex.com (BB3). The Revdex.com forwarded your inquiry to Santander Bank, N.A. (Santander) on December 3, 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 have questions regarding your checking account ending in [redacted]. Specifically, you are requesting to be refunded in the amount of $1,074.00 for a purchase you made at [redacted] that posted to your checking account twice.In researching these concerns, I found that on November 21, 2014, [redacted] made two (2) attempts to debit your checking account in the amount of $1,074.00. A “temporary hold" is placed on your account when a merchant asks for authorization from us to proceed with a transaction that you have initiated in order to ensure there are sufficient funds to pay the transaction. Thus, a hold in the amount of $1,074.00 was placed on your account each time your card was swiped at [redacted]. As a result, [redacted]-Sent us two (2) authorization requests for $1,074.00, which we approved. Upon that approval, the hold was automatically placed on your account for each authorization request. In order to further understand this situation, we have reviewed the seven telephone calls that you made to our Customer Contact Center. Each time you spoke with a representative, you were advised that the Bank is unable to remove debit card authorizations that are processed by a merchant and that the authorization will remain on the account for up to four (4) business days following the original date of authorization if the merchant does not process the transaction for collection of the funds. Each answer you received from our agents was correct and consistent with the information that had previously been provided to you. We show that during your telephone call on November 21, 2014 at 11:44 a.m., which was the same day the two authorization holds were placed on your account, you were provided with a fax number and advised that if [redacted] faxed a request to that fax number on company letter head requesting that the bank remove the hold, we would remove the hold immediately. We do not show that a fax was ever received, and the hold remained on the account until the evening of November 26, 2014. In conclusion, our records indicate on November 24, 2014, only one (1) debit in the amount of $1,074.00 was processed through your checking account, and on the evening of November 26, 2014, the Second temporary hold in the amount of $1,074.00 was released from your account. Additionally, we show no overdraft fees were assessed to your account due to this matter. Assuch, a reimbursement in this matter is not warranted.You may wish to address any remaining concerns regarding the two authorization requests that [redacted] processed directly with [redacted]. 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 Talia C[redacted], Customer Relations Representative, at ###-###-####.Sincerely,JoAnn GVice President - Manager Customer Relations

Consumer

Response:

[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.]

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,

Review: I went of vacation to Puerto Rico, and used the [redacted] credit card. Upon receiving my statement I noticed I'm being charged international fees. PR is part of the US and uses US dollars for currency. I called them to complain and asked why, their only response was, " sorry for the inconvenience", nothing more.Desired Settlement: for them to cancel the international fees that were charged.

Consumer

Response:

[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.]

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,

Review: [redacted] Bank

A fraud claim was filed, but was denied and being filed as as a customer beware scam

A fraud claim was filed, but was denied and being filed as a customer beware scam. They didn't even take in account that their own fraud team had flagged my account as being compromised and even though the scam artists got away with a small amount $117.69, I didn't authorize the charges or have even ever heard of the company before. It was an email scam that I was victim to because I was not paying attention and they masked themselves as [redacted] Verification team. And, it wasn't really until the next day that I realized I was a victim to internet fraud and that's when I cancelled by debit card and alerted them to the situation. I had a similar situation happen to me with a [redacted] debit card. I went to a website that masked itself as an online hair product store, but to my surprise it was a scam website and I filed a chargeback claim with [redacted] and they resolved it and refunded my money. I am very disappointed with [redacted] as I have been a customer of theirs for over 10 years when they were originally known as [redacted]. Even though it is a hassle I will more than likely take my business else where.Desired Settlement: Recovery of Losses: internet fraud by [redacted]

117.69

in reference to Dispute Claim#[redacted]

Business

Response:

{Please see attachment.}

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:I have reviewed the response made by the business in reference to

complaint ID [redacted], and find that this resolution is unsatisfactory to

me. As, I have contacted the vendor and they were not able to credit

my account back due to the fact that they have my old debit card

information. They told me to follow up with [redacted] and request a

chargeback since they were not able to process or reverse the charges

applied to my account. So, I am not happy at all with [redacted] Bank's

decision. I was scammed and I did quickly report the issue and was

truthful about it and made the proper arrangements to make sure my debit

card information was flagged and closed by [redacted] bank to ensure

that the culprits would not be able to continue to make unauthorized

charges on my account. Which thankfully I did just in time because

[redacted] Bank's Fraud investigations team said the culprits attempted

to debit my account for almost $5000. And what if that actually

happened? Where is the real consumer protection in cases like this?

Thankfully I didn't have to experience this type of financial trauma and

only a little over $100 was debited from my account. But, I will

accept their decision and eventually close my account and take my

business else where very soon.

Regards,

Review: I WAS NOTIFIED ON THURSDAY JULY 24, AT P.MTHAT THERE WERE QUESTIONABLE CHARGES MADE ON MY BANK DEBIT/CREDIT CARD IN GEORGIASANTANDER CALLED ME TO SEE IF THEY WERE APPROVED AND AUTHORIZED CHARGESAS I RESIDE IN A SMALL TOWN IN PENNSYLVANIA, AND WAS EATING DINNER UPON RECEIPT OF THE PHONE CALL, NO THESE CHARGES WERE NOT AUTHORIZED - MY INFORMATION WAS STOLENTARYN IN THE CARD FRAUD OPERATIONS WAS THE SANTANDER REP WHO NOTIFIED ME OF THE QUESTINABLE CHARGES, SHE TRANSFERRED ME TO A CUSTOMER SERVICE REP, MICHELLEI WAS TOLD THAT THE UNAUTHORIZED CHARGES NEED TO CLEAR PENDING STATUS ON MY PERSONAL BANK ACCOUNT BEFORE I CAN DISPUTE/FILE A CLAIM TO RECEIVE MY MONEY BACKTODAY, MONDAY, JUL 28, 2014, I AM STILL RECEIVING THE "RUN AROUND" FROM SANTANDER TO GET MY STOLEN MONEY BACKTWO OF THE BANK REPRESENTATIVES HAVE ABRUPTLY HUNG UP ON ME, KATIE AND PERSONAL BANKING REP FROM THE [redacted] BRANCH OF SANTANDER, AND LESLEY, THE BRANCH MANAGER FROM THE [redacted]BRANCHI WAS TO RECEIVE A RETURN CALL FROM HOWARD E[redacted], DISTRICT EXECUTIVE THIS MORNING BY NOON TO PLACE A PROVISIONAL CREDIT ON MY ACCOUT FOR THE UNAUTHPORIZED CHARGESMRE[redacted] FAILED TO CALL ME BY NOON, SO I CONTACTED HIM SHORTLY AFTER P.MI HAVE ALSO CONTACTED THE LOCAL POLICE DEPOARTMENT FOR THE TOWN IN WHICH THE FRAUD CHARGES WERE MADE, TO TRY TO FIND THE CRIMINAL MY SELF, BECAUSE SANTANDER HAS DONE NOTHING TO PROACTIVELY SEEK PROSECUTION AGAINST THE CRIMINALALONG WITH AUTHORIZING THE CHARGES TO REMOVE THE MONEY FROM MY PERSONAL BANK ACCOUNT BACK FOR THE UNAUTHORIZED CHARGESSANTANDER KNOWINGLY APPROVED CHARGES AGAINST MY ACCOUNT AND IS PREVENTING ME FROM RECEIVING MY MONEY BACK, AFTER I VERBALTHROUGH THIS VIOLATION OF MY PERSONAL INFORMATION, THE MOST FRUSTRATING ASPECT IS THE LACK OF CUSTOMER SERVICE AND THE TREATMENT I'VE RECEIVED FROM REPS OF SANTANDERTHE CUSTOMER SHOULD BE THE #PRIORITY, AND THROUGH THIS ALL, I AM TREATED LIKE I'VE DONE SOMETHING WRONG, WHEN IN FACT I AM A VICTUM.Desired Settlement: I WOULD LIKE MY PERSONAL BANK ACCOUNT REFUNDED FOR THE UNAUTHORIZED CHARGES THAT SANTANDER ALLOWED TO BE REMOVED FROM MY ACCOUNTI WOULD LIKE SOMEONE TO SOLVE THIS PROBLEM TO PREVENT FURTHER EMOTIONAL DISTRESS ON MY HEALTH AND TO HELP IN PREVENTING ANOTHER VICTUM FROM GOING THROUGH THE TRAUMA THAT I HAVE ENDURED SINCE RECEIVING THE CALL
Business
Response:
August 15, 2014Dear [redacted]Thank you for contacting Santander Bank NAregarding the above referenced customer issue.We appreciate your inquiry and can assure you that this matter has been carefully researched in order to assist youThe concerns presented by [redacted] in her correspondence dated July 28, have been addressed with her directly onAugust 14, 2014, Howard E[redacted], District Executive for our [redacted] Main branch spoke with [redacted] to ensure the concerns she presented regarding this matter had been addressed.In reviewing this matter we found that on July 28, [redacted] contacted our branch by telephone to inquiry about the charges pending on her checking account ending with It was at this time she was advised that the charges had not posted to her account; they were still in a pending statusWe had offered to monitor her account and once the items posted we would contact her so a claim could be filed for her and issue a credit to her account in days, after [redacted] was advised of this she became upset and irate and requested to have the supervisor of the branch contact herMrE[redacted] contacted [redacted] and she requested a callback at a later timeOnce MrE[redacted] contacted [redacted] back a second time she had advised him that she needed access to her funds immediately as she was leaving on vacation, as a courtesy MrE[redacted]issued a temporary credit to [redacted]'s checking account in the amount of $for the charges she claimed to be fraudulent on the account.In reviewing this matter further we found some of the charges [redacted] stated to be fraud were legitimate charges[redacted] was advised of this information during her telephone call with MrE[redacted] on August 14, and was advised that she will need to visit the branch to file a claim for the fraudulent charges on her accountOn August 18, $52,was debited from [redacted]'s checking account, this debit represented a portion of the provisional credit that was previously given, the legitimate charge she had originally thought was agreed to visit the branch and complete the required forms to resolve this issueThank you for taking the time to share your concerns, and for allowing me the opportunity to address themYou are a valued customer and we appreciate that you have chosen to bank with usShould you have any additional questions in regard to this matter, please feel free to contact Talia C[redacted], Customer Relations Project Analyst at [redacted]Sincerely,JoAnne GVice President Manager Customer Relations
Consumer
Response:
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Review: [redacted]I am rejecting this response because:
The flow of events as described by Santander are falseI was contacted by Santander on Thursday, July 24, around p.mby a representative of Santander asking if I was using my debit card in [redacted] GeorgiaThis call was placed to me via my home phone line, I was obviously not in Georgia, as this is hundreds of miles from where I resideI immediately told the rep that I was not in Georgia making these charges and that they were fraudulent and unauthorizedAt this point, I was informed that they were pending charges and that they needed to be approved, removed from my account and then I could file a claim to dispute the chargesFrom there, I was told that there was nothing further that could be done within that departments and that I needed to be transferred to another departmentUpon being blindly transferred to a customer service rep whom was not familiar with what was taken place, I had to go through the story of the events that had been occurring within the last few minutes and what was happening with my accountI was told by a customer service rep, Michelle, that they charges had to clear pending status before I could dispute the claims and request my money backI received a call the next morning from Michelle and she notified me that the charges had not cleared pending status and that there was nothing that could be doneUpon hearing this, yet again, I contacted my local branchI thought that if I could go and speak to someone, perhaps Santander valued their customers and perhaps they would be able to assist me more than a call center in a different stateI called and spoke with the PBR at the EMail Street branch and explained the situationI received the same explanation and I then requested to speak to the Branch Manager, who was unavailableI then asked to speak with the next person in charge and was given MrHoward E[redacted]'s nameAt this time, I requested a call from MrE[redacted]MrE[redacted] did call me initially and I was unavailableI was unavailable and spoke to Howard abruptly and told him that I was on my way home from work and the road I use to commute home did not receive cell phone reception and that I would be available in minutes once I got to my residenceOn Friday, July 25, I spoke with Howard between 5-p.mand explained to him the phone call that I received from the fraud department explaining the fraud chargesAt this point, Howard assured me that I would receive a return phone call from him on Monday, July by noon and that the situation would be resolved and I would receive my money backShortly after 2p.mon 7/I had still not heard from Howard, as he assured me I wouldI took it upon myself to contact himIt was at this time that Howard began to be uncooperative and unempathetic to my situationI expressed the urgency of receiving my stolen money back, I explained to Howard that I have young children and that I could not go a lengthy amount of time without the money that was stolen from meAlso, I explained to Howard that I was scheduled to leave for vacation the following week and that I would need the money back into my account before my departure on 8/1/I expressed the urgency to Howard and explained to him that I had contacted one of the stores in Georgia directly where one of the transactions had taken placeAlso, I informed him that I contacted to local police in the town in Georgia and the PSPUpon hearing this, Howard became frustrated and hung up on meUpon being hung up on, I immediately called Howard backAt this point, I was told that I would be receiving a provisional credit to my account for the amount deducted from my accountHoward requested that I provide the amount to him so he knew how much of a credit to place into my accountThis, surprised me because I felt as though Santander, and MrE[redacted] should have that information at their disposal, not to have me provide the dollar amountThere were transactions that had the information with them, so I knew that they were fraud chargesOne transaction still had "pending" next to the description so I told Howard that the charges were fraud and unauthorized and that I was unsure of the 4th charge because there was no detail listed onlineI requested Howard to look into if this was a valid or fraudulent charge and Howard refusedHe requested without haste a total amount due back to me and took the total of the chargesWithin minutes, the credit was placed into my accountOn 8/14/Howard called me to let me know that the 4th charge was a valid charge for an expense my husband had madeAt this time, Howard told me that he was going to reverse the entire provisional credit as there was no evidence to show that the charges were fraudI sent a letter to Howard and attached a copy of the email string from the Captain of the police department in Georgia where the charges took placeThe investigation in Georgia concluded that the charges were fraud and there was video evidence within the one store showing the criminals making the purchasesOn the cover letter of the fax that was sent to Howard with my letter and copy of email correspondence with the Police Department in Georgia, there was a confidentiality notice stating the fax and the information within it was solely for the use of the individual to whom it was intendedHoward took it upon himself to forward this confidential information to local branch managers, despite the notice that it was for his eyes onlyThis violated the confidentiality notice and my privacy even more than being a victim of identity theft

Review: After repeatedly contacting Santander about a $70 return check charge that was for two occurrences that was not my fault, they refuse to remove the overdue amount. I have had this loan account for years and have setup automatic withdraw each month for my payment amount every month. They state that the bank check was returned on 10/9/12 & then 12/9/13. I verified with my credit union that I had nearly $2000 in my checking account at the time of the fund withdraw. At their request I faxed [redacted] in customer service on 3/29/14 with my personal bank statement showing the withdraw amount matching the date, showing my balance and that no insufficient funds fees were charged to my account. I received another bill showing the same overdue amount and called Customer Supervisor [redacted] who claimed that my dispute was denied and that my fax explanation sent 3/29/14 & bank statement proof was not included. I re-faxed the same information to [redacted] this evening.Desired Settlement: The unfair amount of $70 removed from my account immediately as this is a billing error outside my control.

Business

Response:

May 15, 2014Dear [redacted]:Thank you for your April 29, 2014 letter addressed to the Revdex.com. Your letter was forwarded to Santander Bank 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 thoroughly review matters raised by our customers.First and foremost, I would like to apologize for the difficulties you encountered regarding the insufficient funds fees that were assessed to your boat loan account. 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. You stated in your letter, that two (2) 35.00 insufficient funds fees were assessed to your boat loan. However, you believe the assessment of the fees was inaccurate and you would like them refunded.In an effort to assist you, the two fees were refunded on May , 2014. The refunds will appear on your next monthly billing statement.In researching this matter, we discovered that a 35.00 insufficient funds fee was assessed to your boat loan account, ending in numbers 9309, on October 13, 2012 in connection with a 273.26 payment that was received on October , 2012. A second 35.00 insufficient funds fee was assessed on December , 2013, in connection with a 273.26 payment that was made the same day.Due to changes with our computer system, there were issues with some loans where the customer had established an automatic payment with a bank other than Santander. It is for this reason that the fees were erroneously assessed to your loan.Your comments in regard to the agents you spoke to in the Customer Contact Center (CCC) were forwarded to the appropriate management team. They have used your comments in order to improve the service that the agents provide. We do apologize that there were delays in resolving this mater once you contacted the CCC.Again, 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 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,

Review: I, [redacted] & [redacted] have been trying to work with my lender for a modification/AG national mortgage relief. Sovereign Bank/Santander home mortgage mortgage has been Delaying consideration of the modification application, "losing" documents, constantly requiring additional ite**, making me submit new documents because the ones already submitted are too old (because the Sovereign Bank/Santander dragged its feet), dual-tracking (filing a foreclosure Complaint when a modification application was pending). Wrongful denials on my file. Negative credit reporting on my file.Desired Settlement: Disciplinary action against my lender, approval for MAKING HOME AFFORDABLE hamp modification PROGRAM including the PRA(principle reduction alternative.) AND EXERCISING THE ATTORNEY GENERAL NATIONAL MORTGAGE SETTLEMENT ELIGIBILITY.

Business

Response:

November 15, 2013

Dear **. [redacted]:

Thank you for your October 31, 2013 letter addressed to the Revdex.com. Your letter was received on November 4, 2013 and again on November 12, 2013 from the Office of the Comptroller of the Currency. 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-, formerly Sovereign Bank, to provide exceptional customer service and to carefully review matters raised by our customers.

It is my understanding that you are questioning the numerous times the Bank has requested documentation from you to analyze your financial status in order to qualify for a loan modification, for your mortgage ending in numbers [redacted]. You would also like to know why the Bank filed a foreclosure complaint while we are in the process of reviewing your loss mitigation options.

We received an incomplete financial package from you on August 14,2013. In response, **. [redacted], your Single Point of Contact, spoke to you on August 16, 2013, August 20,2013 and again on August 28, 2013. During these conversations, **. [redacted], advised you of the following:

1. The paystubs you provided were illegible

2. We needed clarification of a pension withdrawal that appeared on your tax return.

3. Updated bank statements were needed; as the copies the Bank received were not within the sixty (60) day time period.

The Bank received additional documents for the financial package on November 7, 2013. However, the loss mitigation analyst is still in need of legible paystubs. **. [redacted] relayed this information to your authorized third party, **. [redacted], on November 7, 2013. Until the Bank receives this information, the analyst cannot complete the review y jur file for a loss mitigation option.

Please forward the necessary legible paystubs to:

Santander Bank

Mailcode: [redacted]/ Loss Mitigation [redacted]

The Bank has not filed a “foreclosure complaint” on your mortgage. We did, however, mail you a Notice of Default and Intention to Foreclose document on September 24 and October 29, 2013, because you are in arrears on your mortgage payment.

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], Case Decision Unit Manager, at ###-###-####.

Sincerely,

Review: My wife and I applied for a Home Equity Line of Credit at this institution on / about July 1, 2014. We asked and were told that there were NO fees associated with this product. We jumped through hoops to supply the necessary paperwork for this application, and had to provide additional documentation at a later point. Last week were contacted to let us know that if we wanted to proceed, we would have to pay $175 for a "Trustee Certificate", as our home was registered in a my wife's Trust. This has been this way for about 8 or 9 years, and was titled in this way when we applied and were approved for the Home Equity Line of Credit by Sovereign Bank, which Santander assumed when they acquired Sovereign (the Home Equity Line of Credit was negated two years ago when the value of our home feel, but we maintained the loan (until we paid it off today). Our point is that we feel that this should be considered a "Bait and Switch: situation, as we were told that there were NO fees associated with this process. Oh, yes, my wife and I have no liabilities with the exception of our home mortgage and have credit scores of 830 and 850, so we are no credit risk. Lastly, this process has taken over a month, when we were told on the day that we made application that it should have taken only 3 weeks, so they wasted our time, when we could have made an application at another institution. (We did call Citizen's Bank and they told us that we would have to pay $75 for their "Title Certificate" process. We offered to have Santander Bank match this fee, but they refused).Desired Settlement: Reprimand for deceptive practices

Business

Response:

August 27, 2014Dear [redacted]:Thank you for your inquiry to the Revdex.com (Revdex.com). The Revdex.com forwarded your inquiry to Santander Bank, N.A. on August 08, 2014. As a representative of the Bank, I was 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 the Home Equity Line of Credit (HELOC) application that you and your wife submitted in early July of this year. Specifically, when you inquired about the HELOC at our [redacted] Branch, you were informed that there were no fees associated with the application process. However, after applying you were notified by the branch that there was a $175.00 fee for the bank to review the Trust document under which the collateral property is held.First and foremost on behalf of the Bank, I wish to offer my sincerest apologies for yous experience as well as for any inconvenience you have encountered as a result of this matter. Please be assured that this situation has been reviewed and addressed by the appropriate management personnel.It should first be clarified that we do not charge any fees to apply for a Home Equity Line of Credit. However, we do charge a fee for reviewing a trust when property that is being offered as collateral for a HELOC is held by a trust or when a customer has asked for our consent to transfer property securing an existing HELOC into a trust. Our fee for reviewing a trust is $175.00.As a courtesy, the $175.00 fee to review the trust will be waived by the Bank, Mary S[redacted], Manager of the [redacted] Branch, attempted to reach you by telephone on August 14, 2014 to inform you that the fee would be waived. I understand, however, Ms. S[redacted] was unable to speak to you directly.Ms. S[redacted] and the [redacted] Branch look forward to assisting you further with your loan request. Upon your receipt of this letter, if you have not already had contact with Ms. S[redacted] or another representative of the branch regarding moving forward with the application, please feel free call the branch at [redacted],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 also contact Carrie V[redacted], District Executive, at ###-###-####.Sincerely,Ann G\/ice President Manager, Customer Relations

Consumer

Response:

I have been in contact with the branch manager and was provided the fee waiver that was discussed. We have decided to accept Santander's offer, based upon the time invested to gain approval for this Home Equity Line of Credit...we do not wish to go through this whole process again with another lending institution. That being said, I am not sure that this same situation won't happen to someone else...and that person may end up accepting to pay the $175, which in our case, we continue to believe was deceptive on the part of Santander. We have not closed on the loan at this point, so not sure how much more time this will take...so we may be back in contact with you once again. Thank you for your assistance with this matter.

Review: After making a deposit and checking my account regularly online to see when my check was cleared, I made several purchases with my debit card. I went to purchase gas and my card was declined. Confused as to why it was declined knowing that I just checked my account the day before and my available balance was more than enough to cover my purchase, I went online again to research the problem. It showed a negative balance and that for every transaction they charged me an unavailable funds fee. After speaking to several reps who spoke to me like an it thinking I didn't understand it takes time for a check to clear I explained that I understood that, however, my account showed me that my check amount was available. They read me their script and sent me on my way saying that even though that the amount on my banking app so available the check funds were not available until the next day and thats why the fees were incurred. That doesn't even sound legal and is extremely deceptive and misleading to allow funds that are "not available" to show in the "available balance" column. Had I known they were actually "unavailable" I would have been more than cautious to make my purchases after the check had cleared. I was told that I should have known that even though the funds were shown as "available" that it would take a few days for the check to clear. They were only available when I would take a $35 per transaction unavailable funds fee which I have never even heard of. This is completely unacceptable. After being refunded two of the four fees that were taken, they said I should be happy they did that as a courtesy. It is not a courtesy to be misled into thinking my money is available when it actually isn't just so the bank has yet another opportunity to take the consumers money very deceptively. I am completely disgusted that this would even be deemed halfway legal to be so deceptive. This is not happening to just me. I have also read online and spoke to a few people in person who this has recently happened to. It is so sad to see such a big institution try to take such advantage of customers who are trusting them with their money.Desired Settlement: I would like the other two fees of $35 each that they charged me to be refunded

Business

Response:

{Please see attachment.}

Consumer

Response:

[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.]

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 am extremely grateful for all your help and the cooperation of Sovereign Bank. They definitely turned my opinion around from the original service I received. Thank You so much for helping!

Regards,

Review: I have spoken to [redacted] and left 3 messages for [redacted]. [redacted] has not returned my calls. My bank account was charged 8 unavailable funds fees of $35 each. I have been given credit for 4 of them. 2 of them was because they were returned unpaid ( I was then charged $35 from [redacted] and [redacted] for my payments being returned). I would like the other 4 charges reversed/refunded. My account was not in the red, they were charging me fees when I was seeing a positive balance. I have been given the run around, my branch said to talk to [redacted], [redacted] says his hands are tied call the 800 number, the 800 number says deal with the branch, when I ask them for the number for the headquarters location I was put on hold for 12 minutes and then hung up on. [redacted] is the District Manager and will not return my calls. I have been dealing with this for about 2 weeks, if it was my mistake I would not complain but this is a bank error or just plain deceptive practices of the bank. Please help.Desired Settlement: Return of $140.00 to my bank account.

Review: I have been trying to close an account that I have with this company for the last years with no successI thought the account was closed but I found out in August that is still openI been calling from time to time and every time I call I'm told some one will call me back but no one had callLast time I called it was August , I was told they will give priority to this matter and will call me backI was hoping to get a call soon but is been almost a month and no call or mailCalled today 9/19/with the same answer " they are working on the matter, will send info to a manager and will call you back "Can't get in touch with the financial consultant either.I don't know what else to do that is why I'm writing to the Revdex.com.Thank youDesired Settlement: Want my account closed and I "DON'T WANT ANY MORE BUSINESS WITH THIS COMPANY"
Business
Response:
October 3, 2014Dear [redacted],Thank you for your September 19,correspondence submitted to the Revdex.com (BBS)The Revdex.com forwarded your inquiry to Santander Bank; N.Aon September 24, 2014, as an employee of Santander Securities LLC, 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 youIt is my understanding that you have been trying to close an SIS account, without success.As a result of our conversion from LPL Financial to Santander Investment Services (SIS), your previously held accounts were transferred to SIS, a division of Santander SecuritiesThe account, ending in numbers [redacted], was transferred with a small balance.Our records have confirmed that you contacted us several times since the conversion and requested that the account be closedOur team members initiated the closing, but inadvertently did not follow throughThe transactions were then systematically rejected, as the balance in your account was less than the termination fee charged to close the account, and due to an oversight no further action was taken.We have since closed your account and sent a $check representing the balanceA second check for $was mailed on October 3, 2014, which is for reimbursement of a maintenance fee that had been deducted from your account when if was dosed.Your complaint also indicated a second account ending in [redacted] with a zero balance that should be closedWe have updated our system to reflect that this is a closed account;We apologize for the inconvenience that we created and the inexcusable delay in responding to your requestsIf you have any additional concerns, please contact me at ###-###-####.Amy AComplicance Officer