Santander

Review: I have been attempting to have 300 dollars a month paid t[redacted]s an account to santander bank and automatically withdrawn such from my citizens bank account for several months now. I have made at least 5 phone calls to santander, filled out all their paperwork, and it is as if I am talking and communicating with the wall. I just received my august account due september and the payment due remains 145.12. I could call them a 6th and 7th time and continue to be frustrated by the endless spagetti that accompanies their phone lines, the endless promises that never get filled, but with the Revdex.com assistance I thought perhaps we could wake somebody up and get something done with this highly frustrating and disappointing bank that had I known in advance was going to be so user unfriendly that I would never ever again even considered engaging business with.Desired Settlement: withdraw 300 dollars a month from my account as I have over and over again requested to be done, but has till now fell on deaf ears.

Business

Response:

August 22, 2014Dear [redacted]:Thank you for contacting Santander Bank, N.A regarding the above-mentioned customer issue.Below please find a summary of our recent contact with [redacted] regarding his concerns.On August 19, 2014, Ms. Aleda H[redacted] of our Customer Relations department spoke with [redacted] in in order to discuss the request he described in his letter to the Revdex.com. During this conversation, Ms. H[redacted] advised [redacted] that because the account is a Home Equity Line of Credit account, in which the monthly payment varies, a $300.00 fixed payment amount is not an available payment option.However, in an effort to provide a Solution for his request, Ms. H[redacted] explained that the Bank was able to offer to have a fixed $200.00 automatic payment processed every month, in addition to his regular monthly billed amount. The customer agreed to this change, and was satisfied with the resolution provided.Should you require further assistance, please feel free to contact Aleda H[redacted], Customer Relations Representative at ###-###-####.Sincerely,JoAnn GVice President Manager Customer Relations

Review: I walked by a promo in NYC. Santander offers to pay $20 per month forever is one opened an acct, set up direct deposit & pay 2 bills per month. I did. They paid me a few months and have stopped. I'm a consultant to a company who pays me $5,000 at the start of each month by wire transfer.Desired Settlement: DesiredSettlementID: Other (requires explanation)

Bank honor its ad offer.

Business

Response:

May 7, 2014Dear **. [redacted]: Thank you for your April 22, 2014 letter addressed to the Revdex.com (Revdex.com) of Metro Washington DC and Eastern Pennsylvania. Your letter was forwarded to Santander Bank, N. on April 29, 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 carefully review matters raised by our customers.It is my understanding you expressed concern regarding your checking account ending in [redacted] and your savings account ending in [redacted]. You indicated that you opened your Extra 20 Checking and Savings accounts with the Bank in order to take advantage of the Banks 10.00 bonus for having direct deposit and $10.00 bonus for completing two (2) bill pays per your monthly service fee period. You also indicated that although you fulfilled these requirements, the Bank did not credit you the bonuses as promised. Lastly, you requested that the Bank credit you the bonuses for which you qualified.In order to receive the $10.00 direct deposit bonus for the Extra 20 Checking account, direct deposits) totaling $1,500.00 or more needed to be credited to the checking account during a service fee period.Because you were employed by the Bank, you were not required to fulfill the $1,500.00 minimum requirement for the direct deposit. Although you were not required to meet the minimum direct deposit amount, a direct deposit of any amount during a service fee period was needed in order to qualify for the bonus. If your Extra 20 Checking account met the direct deposit requirement during the service fee period and you complete two (2) or more bill pays through our Bill Pay tab on our Online Banking system within the same service fee period, you would receive credit for the $10.00 bill pay bonus. In reviewing your account history, we found that your November service fee period began on November 8, 2013 and ended on December 7, 2013. During this service fee period, four (4) direct deposits, totaling $1,690.13, were credited to your checking account. During the same service fee period, you completed two (2) bill pays, totaling 1,689.13. Because you fulfilled the requirements in order to receive credit for the bonuses, $20.00 was credited to your savings account on December 10, 2013 for the direct deposit and bill pay bonuses.Your December service fee period began on December 8, 2013 and ended on January 7, 2014. Because your checking account did not receive a direct deposit during the service fee period, your account was not eligible for the bonus. Although you did not fulfill the requirements in order to receive credit for the bonuses, as a courtesy, $20.00 was credited to your savings account on January 30, 2014.Our records indicate that your January service fee period began on January 8, 2014 and ended on February 7, 2014. During the service fee period, two (2) direct deposits, totaling $0.49 were credited to your account. During the same service period, you completed two (2) qualifying bill pays, totaling $496.37. Because you fulfilled the requirements in order to receive credit for the bonuses, $20.00 was credited to your savings account on February 10, 2014 for the direct deposit and bill pay bonuses.During the service fee periods of February and March, no direct deposits were credited to your checking account. Because no direct deposits were credited to your checking account, you did not qualify for the bonuses for these service fee periods.You indicated in your correspondence that your account received wire transfers in order to meet the direct deposit requirement. Although wire transfers were credited to your checking account, a wire transfer is not considered a direct deposit in order to fulfill the direct deposit requirement. For your review, enclosed are copies of your November through February statements.Our records indicate that you have received credit for the bonuses for which you were eligible, and no further funds are owed to you by the Bank in regards to this matter. Lastly, we show that you closed your accounts on April 18, 2014.Thank you for taking the time to share your concerns and for allowing me the opportunity to address them.Sincerely,

Review: I have a car loan that [redacted] bought now I have crazy fees, and charges with no explanation and $9000 in balance issues.

I purchased a car in 2005 for $21830 the loan was through [redacted], I paid on time for 8 months then the loan was purchased by [redacted] and my balance is $25860 how the hell did I receive at least a $6000 balance increase. I also had another car [redacted] was also the lender and I turned it over and paid balance in full and the added $1800 to this loan saying I still owe them money. every time I call they don't know whats going on My car matures in 1 year and should be mine however because of [redacted] I have a remaining balance of $14400 how is this possible if I purchased a car for $21830 and have been paying on it for 5 years or are you trying to say that my $456 payment every month has only paid off $7000 you owe me. In total I have paid $27800 for the car I have and they think I have a $14400 balance remaining I purchased a Hyundai not a Mercedes how are you trying to get me to pay $43000 for this car. you are liars and cheaters and are manipulating the system and don't worry unless you handle this my lawyer will.Desired Settlement: I want a complete refund of the last 5 years and you can have your stupid car. I want my credit and my wifes completely cleared since you have screwed that for 5 years and I never want to hear from you again.

Review: I opened an account with Sovereign Bank in mid-April. I opened the account over the phone and was told I would be receiving a welcome packet with a signature card to finalize the opening of the account. I never received the welcome packet, however I did receive my checks and my debit card. After 3 weeks I went into the branch (it was Saturday, May 18) in [redacted], Maryland, signed the signature cards for both my checking and my savings account and received confirmation from the woman who helped me open my account that everything was all set. I used my debit card, transferred money, logged into my online account and things were going fine.

I left for a cruise on June 2 and came back on June 9 and was unable to pay for my room because my Sovereign card wasn't working. I then logged into my online account and my savings account was gone. I called and was told that Sovereign had shut down my savings account.

The supervisor I spoke to walked through a number of my transactions with me and we saw that there was a $475 withdrawl from my checking account which apparently included my savings account money and a random amount of additional money (not sure why it was $475 considering I only had about $200 in the savings at the time it was closed. This was a Sunday and the supervisor said she would look into it for me and keep me updated. I heard from her on that Monday (June 10) at which point she had no updates and she never called me again.

Today is June 25. I still have not received my money. I have shut down my account and a rep from the Sovereign in [redacted], [redacted] is supposed to be looking into this. He has a copy of the withdrawl slip for the $475 and I have still not received that money. I also WASTER $40 on checks that I could never use thanks to this disaster with Sovereign.

In addition to not receiving my money, a few other issues I had include:

-Lack of response from the supervisor who I initially spoke with once the account was closed (she also only works til 2 pm which is helpful for someone like me who works a full time job and doesn't always have time to spend hours dealing with bank reps.)

-Lack of communication: I called to 1) change my address and 2) alert the bank that I was leaving for a week long cruise. My account should have been flagged so that whenever I spoke with a rep I was alerted that there was an issue with my account so that I could get it figured out

Last thing, the lack of internal communication was also shown in the fact that someone gave me the direct number to speak to "[redacted]." I was given her number, called, got her voice mail and there was a different woman's name on the voice mail. I thought maybe I had written the number down wrong. I called back and the rep called on her own and checked and got the same voice mail which was not [redacted]'s. The fact that there is such poor internal communication within this organization that even it's own employees can't contact each other boggles my mind.Desired Settlement: I want the money that was withdrawn from my account and the money I spent on the checks. Hand delivered to me - not by mail because clearly that is how they were sending my my $475 which I am still yet to receive.

Review: Our problem started with the March 2014 payment to Santander Bank for our first mortgage on our primary residence. Our payment was late because of financial problems we were having. Our payment was due on the first of the month and we ended up sending it in around the 15th of March. By April 1st, they had not taken the money out of the bank, so we called them. At first they stated they did not received the payment, but after a considerable amount of time on the phone and speaking with several people, somebody looked through their notes and saw that the payment had been received on the 25th or 26th of March, but that there was something wrong with the check that would not allow them to deposit it. I agreed to make a payment over the phone for the amount due plus a fee, for making the payment over the phone. They stated they would apply this new payment to the account and send the check back to us. Two days later, a representative calls about the April payment and we agree to set up a payment for April to come out of our bank account on the 21st of the month. The phone payment came out of our bank account on April 2nd and then on April 7th the check that they were supposed to be sending to us went through our account making our balance negative. I called Santander and spoke with several people who told me that they could see the extra money sitting there, but that there was nothing they could do about it. They refused to transfer me to a supervisor who could help me with the problem. I was able to borrow money to get our bank account above zero and called them back and asked if they could take the extra money and apply it to the payment that was supposed to come out on the 21st. They assured that they could and the representative, [redacted], assured me that the payment would not still come out on the 21st. Here it is the 22nd and I have come home and found my bank account has had $1,126.86 taken out of it. I was assured this would not happen, but here we are again and our account is negative again.Desired Settlement: I would like the extra payment in the amount of $1,126.86 refunded to me along with the fees for paying over the phone since they were able to cash the original check that we sent them. I also want it removed from our credit report that the payment for March was 30 days late. They received the payment by the 26th and then delayed putting it through the bank.

Business

Response:

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

Review: I have been dealing with this bank for about 9 years I was originally with [redacted] bank till my mortgage got sold to [redacted] bank I was notified 2 months after sale not knowing this for 2months I was behind on my mortgage after contacting santander I was told the 2 months of payments never went to mortgage to soverign bank after contacting they had already started forecloser. my buisness sarted to fail because of health issues still trying to fix my mortgage so I would not loose my house became a nightmare I have owned 5 houses in the past never was treated with like I was with threats of if you cant afford it move or ishould short sell after all my hard work.I lost every thing because my health was bad I have had 2 knee operations my right leg had muscle tears that stopped from staying on my feet all day (i owned an autobody repair shop for 28 years) recession did not help !!!! I had a bout with depression along farbramialger ,plate in neck,shoulder has steel plate ,ra ,carpol tunnel , gout ,diabetes,could not work at mt profession. became disabled . my mortgage was always due on the 19th of every month. after modification they made payment due on the 1st . my disability check comes after due date . 3rd wed. of every month so iam always paying 60.00 extra for late fees which could be applied to mortgage.I have tried over and over to get mortgage due date back to 19th of every month, I get the run around. I documented dates and people I have talked to .I also have documents fromm Revdex.com when they tried to foreclose. and they sent santander a letter response was imediate . they became very helpfull. I cant get around to good that stressfull enough. I was ahard worker all my life never asked for help ,but I need it now .I hope you can help me this problem would never came about if you could talk to someone who cares. thank you very muchDesired Settlement: I just payment date changed

Business

Response:

April 22, 2014Dear **. [redacted]:Thank you for your recent correspondence that was submitted to the Revdex.com (Revdex.com) on April 1, 2014. The Revdex.com forwarded your inquiry to Santander on April 8, 2014, and as a representative of the Bank, I have been asked to respondWe 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 you expressed concern regarding your mortgage account ending in [redacted]. You indicated that you were not informed that your mortgage account was sold. You also indicated that two (2) months of your mortgage payments were not applied to your mortgage which resulted in foreclosure action on your property. You mentioned that you were granted a loan modification which altered your payment due date from the 19th of every month to the 1st of every month. You also mentioned that you receive disability benefits after your payment due date which hinders your ability to make your payment before the expiration of your grace period. Additionally, because you are unable to make your payment prior to the expiration of your grace period, the Bank has assessed late fees to your mortgage account. Finally, you requested that your payment due date be altered in order to avoid future late fees.In researching the concerns that you presented we found that your mortgage account originated with ' Decision One Mortgage Company on October 14, 2005. Your mortgage account was then sold to Santander Bank, N.A., formally known as [redacted] Bank, on December 19, 2005. For your review, enclosed is our Notice of Servicing Transfer Rights letter dated December 20, 2005 that was mailed to you.Our records indicate that you were granted thirty (30) day Extension Agreements for your mortgage account on January 10,2007 and January 22, 2007. You were provided a loan modification on December 1, 2012 for your mortgage account. By signing the loan modification documents, you agreed to the terms and conditions of the loan modification. One condition of the loan modification was that your payment due date would be altered from the 19th of every month to the 1st of every month.You stated in your correspondence that two (2) payments were not applied to your mortgage account which resulted in foreclosure proceedings for your property. If you have record of payments) that were received by the Bank and were not applied to your mortgage account, we ask that you supply the Bank with the payment information, preferably a copy of the front and back of the cancelled check (s). If after our research, we find that a payment(s) was received and not applied to your mortgage account, we will credit the payment(s) to your mortgage account. Our records do not reflect that the Bank initiated the foreclosure process for your property.In order to alter your payment due date from the 1st of every month, you are required to complete a financial package. A financial package has been mailed to you under separate cover on April 17, 2014. Upon receipt of the financial package, please complete the documents and return the required information to the Bank. After a complete package is received by the Bank, the financial analyst will have thirty (30) days to review and respond to your request.Please return your completed financial package to the following address:Santander Bank, N.A.Loss Mitigation Mailcode[redacted]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 Steve Fisher, Manager of the Loss Mitigation Department at ###-###-####.Sincerely,

Review: I have been banking with Santander Bank for many years. A couple of years ago I opened up a secondary checking account for charity purposes and was told that as long as I had the required amount in Santander accounts between both accounts I would not be charged any fees. Recently I looked at a statement and realized that Santander was taking off monthly fees every month because this particular account didn't have the required amount. I spoke to Santander and told them about what I had been told when I opened up the account and was ignoredDesired Settlement: I would like to be refunded all fees and would like to keep the arrangement with which the account had been sold to me

Business

Response:

November 5, 2014Dear [redacted]:Thank you for your October 20, 2014 correspondence submitted to the Revdex.com (Revdex.com). The Revdex.com forwarded your inquiry to Santander Bank, N.A. (Santander) on October 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 my understanding that you have concerns regarding monthly fees that were assessed to your checking account ending with [redacted], and you are requesting of a refund of those fees.In researching the concerns you have presented, our records indicate that you opened a Santander Classic checking account on April 23, 2012, with a $3,000.00 deposit. In order to avoid the monthly fee for this account, you need to maintain a minimum of $500,00 in total direct deposits, or at least a $750.00 average daily balance in your checking account for the service fee period. If you fell below this requirement, a monthly fee of $10.00 is assessed to your account. After reviewing your account history, you did not meet the necessary requirements in order to avoid the monthly fee.On April 7, 2014, your balance was $1,300.00. On this same day, a transfer from the account in the amount of $650,00 was processed. After the transfer processed, your ending balance for this day was $650.00. Your average daily balance then fell below the minimum required balance of $750.00, and your account was assessed a $10.00 monthly fee on May 27, 2014. Your account continued to remain below the required minimum monthly balance, and your account was assessed a $10.00 monthly fee for the months of June, July, August, September, and October 2014, in order to avoid being assessed a monthly fee, your average daily balance for each service fee period will need to be at least $750.00. Although a Bank error has not occurred, we will waive fees in the amount of $50.00 as a one-time courtesy.For your convenience, I have enclosed a copy of your monthly statements for the months of May 2014 through October 2014. have also enclosed a copy of the Personal Deposit Account Fee Schedule (PDAFS), which contains some information about the Santander Classic Checking account, Such as:• Low minimum balance requirement• No monthly fee with $500 in direct deposits or a $750 average daily balance (otherwise, $10,00)• No per-check chargeWe encourage you to schedule an appointment with your local Santander bank branch to review the different account options we offer to ensure you are in the best product to meet your current financial needs.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, please feel free to contact Talia C[redacted], Customer Relations Representative at ###-###-####. Sincerely,JoAnn G.Vice PresidentManager Customer Relations

Review: I was a Sovereign Bank customer, but decided to switch to local banks after the financial crash. I closed out my accounts at Sovereign, a several months process while waited to see if any outstanding charges came in. At the end, I signed all the papers, shook hands, and parted. Then, several months later, started getting collection notices, how I owed money to Sovereign Bank. I called my [redacted] branch 4 or 5 times, talked through the whole thing, and each time waited in vain for a call back.

I learned from the collection agency that Sovereign Bank's policy is to close out an account, then wait for a while and pay any creditors, then farm out the collection and penalties to agencies. WTF. What kind of twisted act is this? And the local branch - what, are they cowering in fear of the corporate office? Forbidden to even return a phone call to a former customer of 20 years and explain these policies?Desired Settlement: I owe them nothing

Review: I have a 5 year IRA CD with Sovereign Bank This year, I decided I would take a one-time Required Minimum distribution after receiving a form letter from [redacted], SVP, Director, Deposit Products. For that purpose, during the last week of May 2013, I tried to reach the IRA department by calling the Bank's ###-###-#### number but it was of no use….I was told by the phone operators that the department was very busy and it would take hours to get through. I was told to go instead to a local branch. I went to the branch at [redacted] Ave – [redacted] St on May 31 and filled a Request for Distribution Form. As of today, June 13, no check had been received so I decided to follow-up. Calling the 1-877 number today to try to reach IRA Dept again did not work. The first operator gave me the direct dial number (1-610 xxx) of the IRA Dept. which led to the same automatic hold I called the 1-877 number again to complain. This time, the 2nd operator ([redacted]) tried to reach the department himself. After waiting awhile, he returned to the line and told me the IRA department REFUSED to take my call…they told him that I should contact the branch. I then called the 1-877 number again to register a complaint with a supervisor ([redacted]). She reported back that the IRA Dept. has an Extended Hold time but she would investigate and call me back. Three hours later, she called to say that the IRA Dept reported they had no form on file. She is now investigating with the local branch.

HOW CAN A BANK IRA DEPARTMENT REFUSE TO TAKE A CUSTOMER'S CALL? OR ATTEND TO A CUSTOMER'S INQUIRY?Desired Settlement: Sovereign Bank needs to:

1) send me a check for my 2013 Required Minimum Distribution.

2) improve their IRA dept's responsiveness to customers.

3) never refuse a call from a customer.

Review: My signature was forged on a $15 000 check and the bank allowed it to be cashed. The check was cashed in ** but I live in ** state and I am deployed to [redacted] so I couldn't be the one who cashed it. I tried to solve this issue with the Sovereign bank but they deny any responsibility and just simply give me a runaround.Desired Settlement: I want the bank to take responsibilty, refund my check and the bank should require ID's. Check ID's!

Business

Response:

{Please see attachment.}

Review: On 8/29/14, I tried to withdraw $100 from my account at the Santander ATM located on [redacted], but only received $40. (Note: I did 2 withdrawals at that ATM that day for $100. Only the first one gave me the incorrect amount). I immediately went into the bank and reported the issue and the customer service rep called in a claim with me sitting at his desk. I asked him for the claim#, but he said he didn't write it down, but I shouldn't have any problems. He said I would have the $60 returned to my account within a few days. Two weeks passed and I received no money, so I called the banks main office, spoke to Eugene and was told the claim was never submitted. Eugene filed a new claim and I also physically went to the [redacted] branch and reported the issue to the Branch Manager, Eric R[redacted], who then handed me his card and told me to call him if I had any further problems. Two weeks later, still no money in my acct. I called Santander again, spoke to Jerry D[redacted] who told me the claim was closed because they found the balance to be accurate w/the ATM machine on the day of my transaction, that they did not owe me any money and that I would have to complain to the branch manager of the [redacted] bank. I have been emailing and calling the branch manager but he does not respond to my messages or calls.Desired Settlement: My account statement is showing that I withdrew $100, but the machine only gave me $40. I would like the bank to return the $60 to my account. If the bank ATM balance is coming out accurate, maybe someone else got an extra $60 with their withdrawal or the person balancing the machine at the end of the day made a mistake. If they need proof of my transaction, the ATM camera will show me holding two $20 bills showing the machine only gave me $40 instead of $100.

Business

Response:

October 6, 2014Dear [redacted].Thank you for your correspondence addressed to the Revdex.com and the Commonwealth of Massachusetts, [redacted] Community College Law Center. Your correspondence was forwarded to Santander Bank, N.A. (Santander) on September 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 my understanding that you have concerns regarding an Automated Teller Machine (ATM) withdrawal in the amount of $100.00 that you made August 29, 2014, in which you only received $40.00, while the entire amount of $100.00 was debited from your account.First and foremost, I would like to apologize that the ATM did not dispense the correct amount of money at the time you made your withdrawal. I would also like to apologize for the lack of customer service that you received from our [redacted] Branch. At Santander, we take these issues very seriously and work hard to deliver exceptional Service to our customers. You have attempted to work with the branch and have filed a claim to resolve this matter, but found that a claim was never filed. In this case, we have fallen short of our own standards. Please be assured that the details of this situation have been forwarded to the appropriate Management Personnel.In researching the concerns you presented, our records indicate that on August 29, 2014, you performed two (2) withdrawal transactions at a Santander Bank ATM, each in the amount of $100.00. The first transaction was successful and you received funds in the amount of $100.00, as requested, and your checking account was debited accordingly. Although the second transaction was completed with no errors, the machine only dispensed $40.00, but your checking account was debited for the entire amount of $100.00.On September 5, 2014, claim number [redacted] was opened on your behalf. While investigating your claim, we were unable to find any evidence of an ATM error and the claim was subsequently denied.On September 26, 2014, a new claim number [redacted] was opened to address the concerns in your correspondence. Upon further research and review, we were able to validate and approve the claim. This claim was approved and your checking account ending in 9291 was credited the amount of $60.00 as of September, 26, 2014.Thank you for taking the time to share your concerns and for allowing me the opportunity to address them. If you have any additional questions in regard to this matter, you may contact Sonia M[redacted], Card Claims Manager at ###-###-####.Sincerely,JoAnn GVice President Service Quality

Consumer

Response:

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.

Review: I have used my Sovereign Debit card to purchase items around the beginning of 04/2014 through approx. the middle of 04/2014. I used my card believing I had money in my checking to cover it, and with good faith that if I did not, the transaction would not be processed, because I had never given Sovereign Bank consent of any kind to allow my card to process without funds in the account to cover it. I spoke with a [redacted] at the [redacted] Pa, branch. And asked to see my signature that gave them permission to process my debit card with no funds available, she could not produce one, and informed me that I was "opted in" back in 2012. I informed her that they operated their business unethically. She admitted that since then, the law had changed and they are now required to get a signature from the client when they initially open an account if they want the card to be processed without funds or if they do not. I told her I would pay what I owe for the transactions, but asked if they would please take the at approx $600 in unauthorized overdraft fees, off of the total. She said her manager would contact me the following wed, and did not. On my Sovereign Bank statement it reads "Santander will not authorize and pay overdrafts on the following types of transaction, UNLESS you authorize us to do so: ATM withdrawals and transfers, One-time debit card transactions." Sovereign Bank did not EVER have my consent to allow my transactions to process without the funds in my account, but they did without my authorization, nor could they produce proof of my consent. The actual amount I owe for items bought is approx. $350, the other approx.$600 is Sovereigns UNAUTHORIZED overdraft fees.Desired Settlement: I ask that the amount in unauthorized overdraft fees be subtracted from the total amount owed please.

Business

Response:

May 12, 2014Dear **. [redacted]:Thank you for your April 28, 2014 letter addressed to the Revdex.com. Your letter was forwarded to Santander on May 9, 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.A. to provide exceptional customer service and to thoroughly review matters raised by our customers.You stated in your inquiry that you are questioning insufficient funds fees that were assessed to your checking account, ending in numbers 2591. Specifically, you noted that you did not provide your consent to enroll in the Santander Account Protector, which permitted the assessment of the fees.Your checking account was opened on March 5, 2009 and your savings account, ending in numbers [redacted] was opened on October 14, 2010.On October 14, 2010, your savings account was set up as overdraft protection for the checking account. In the event the checking account was overdrawn, funds were automatically transferred from the money market savings account to the checking account, as long as funds were available in the money market savings account to cover the negative balance in addition to the sweep fee.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 when the savings account was opened on October 14, 2010. At that time we did not have to collect signatures when a customer made a selection for the Account Protector. Your opt in election meant that we may authorize and pay one time debit card purchases and ATM 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 insufficient funds fees, on pages 13 through 15, under the following headings:“13. OVERDRAFTS AND UNAVAILABLE FUNDS 14. AVOIDING OVERDRAFTS”Insufficient funds fees have been assessed on numerous occasions since the checking account was opted in to the Santander Account Protector. As a result, your enrollment could have been questioned at any point between October 14, 2010 and April 2014. The fees continued to be assessed on a routine basis because transactions were presented to the account, which exceeded the available balance in the checking and savings accounts.Because the account has been frequently overdrawn, I will outline a recent incident. Your checking account had an overdrawn balance of $202.98 on March 26, 2014. On March 27, 2014, a $370.89 direct deposit posted to the account, which brought the available balance to $167.91. Between March 27 and March 31, 2014, you had a total of 17 transactions post to the account, which totaled $573.22. Even if the account had not been overdrawn prior to the direct deposit, you still spent approximately $200.00 more than the amount of your direct deposit. Of the transactions that posted to the account between March 27 and March 31, all were one-time debit card purchases and a $35.00 insufficient funds fee was assessed for 11 of the transactions that were presented.On April 3, 2014 you changed your election for the Santander Account Protector and opted out of the service. 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.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 we sent you a letter indicating that we would begin to generally decline most transactions presented to the account, when the balance was not great enough to cover the item. The excessive overdraft block went into effect on April 30, 2014.It is important to note that a customer cannot rely solely on the receipt of an Overdraft Notice to determine if their account is overdrawn; as the customer is ultimately in the best position to be familiar with the balance in his or her account. We would encourage you to keep a checkbook register in which you enter all transaction. As a result, I would like to provide you with several ways to remain in-touch with your accounts.• Santander has an automated system that can provide the information on your account, free of charge. The telephone number for the automated system is ###-###-####. For your convenience, information about telephone banking is available on our web site, http://www.santanderbank.com. The automated system supplies information on all transactions posted to your account, this system does not have the capability of knowing what checks you have written that have not yet cleared your account.• Santander mails monthly statements on all checking accounts. Monthly statements are a valuable resource, which can be retained with your financial records.• Santander has On-Line Banking. On-Line Banking is also free of charge and allows customers to visually examine their accounts via a computer with internet access. Information about On-Line Banking is also available on our web site.• The ATM can also provide customers with account balances, which can be used in conjunction with a monthly statement, the automated system or On-Line Banking.• We have a mobile application (“app”), in which you can access your accounts from certain cellular or mobile phones.• Finally, any branch team member would be happy to assist you with your account questionsAfter reviewing your recent account activity, the assessment of the insufficient funds fees was not the result of a bank error as the transactions that posted to your account were one time debit card purchases, which we may pay and for which we may charge an insufficient funds fee.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,

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:

Review: I applied for a property equity lne of credit on 3/15/14, the minnimum required credit score was 640 and I was sure I will qualify. It came back denied "because of credit" so I gave it a month and my score went up by 20 points.. so I applied again on 4/15/14 and again the bank says that my credit score does not qualify, I went ahead and and printed my credit report and in deed my score is above the minimum.When I called back to speak to the bank manager [redacted] the response was well below proffesional.Desired Settlement: If the bank is discriminating against me, they need to removed the 2 credit inquiry that they posted on my report

Business

Response:

May 9, 2014Dear **. [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,

Review: This account was originally with [redacted] card services then this company SANTANDER took over and refuses to allow me the same account services I had prior to them taking over. I now have no online account access to my account, I can not make online payment or phone payments. I have to now make all payments by mail. I pay for to have my payments sent to them overnight via the usps and they take 4 days to post to the account and I am then charged a late fee and they will not remove the late fee. I have tried calling in and all they to is give me a address to write a complain letter. this company is very rude and cares nothing about their customers. They will do nothing as a courtesy to their customers who are making their payments.Desired Settlement: I want the late fees on my account removed and online access and payments for my account

Business

Response:

December 24, 2013

Dear **. [redacted]:

Thank you for your recent correspondence that was submitted to the Revdex.com (Revdex.com) on December 6, 2013. The Revdex.com forwarded your inquiry to Santander Bank, N.A. on December 13, 2013, 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 you expressed concern regarding your credit card account with the Bank. You indicated that when the servicing of your credit card account was transferred from [redacted] Card Services to Santander, your ability to make payments to your account through online banking and over the telephone was impacted. You also indicated that you have experienced a delay in payments being credited to your account and as a result, your account incurred late charges. You mentioned that the service that you received from representatives in our Customer Contact Center was less than satisfactory. Finally, you requested that your account be credited for the late charges that you incurred and you be granted online access for your credit card account.

In researching the concerns that you presented, we found that a permanent block was placed on your credit card account by [redacted] Card Services in 2011. Because your credit card account was transferred to Santander with a permanent block, you are unable make payments to your account over the telephone with customer service representatives or through our Online Banking system. In order to make payments to your account, you will need to contact our Credit Card Collections department or mail payments to the following address:

Santander Card Services Processing

P.O. Box 12768 Reading, PA 19612

In reviewing your payment history, we found that your October 12, 2013 payment was received on October 15, 2013. Because the payment was received after the due date, your account was assessed a $20.00 late charge on October 18, 2013. After additional review of your payment history, we found that your November 12, 2013 payment was received on December 13, 2013. Because the payment was received after the due date, your account was assessed a $20.00 late charge on November 20, 2013. The late charges that your account incurred were assessed accordingly and were not assessed as a result of a Bank error, therefore we are unable to reverse the late charges that were assessed to your account. Payments are credited to your account on the date the payment is received. For your review, enclosed are additional copies of your November and December monthly billing statements.

Review: Sovereign Bank is claiming we owe them $2840.00 after we have finished paying them the $72,540. in 180 installments of $775.09. I have sent them copies of the original agreement and also other documents proving that we have fulfilled our obligation. I have talked to them several times to several different people and have not been able to reach a resolution. I have asked them for a statement showing where they are coming up with the additional sum of $2840. As of this date I have not received anything. They have called me and indicated that my July payment is overdue and there will be late charges added to my balance. My last payment slip in June was the 180th payment . I do not know what else to do. My obligation to them is done. I went to my bank and got copies of my bank statement for the last 7 years showing the payments had all been deducted from my account. They could only go back for 7 years.Desired Settlement: I just would like them to admit they they have received their full payment.

Business

Response:

September 9, 2013

Dear **. [redacted]:

Thank you for your recent correspondence submitted to the Revdex.com (Revdex.com) on August 19, 2013. The Revdex.com forwarded your inquiry to Sovereign Bank on August 27, 2013, 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 Sovereign Bank to provide exceptional customer service and to carefully review matters raised by our customers.

It is my understanding that you expressed concern regarding you loan account ending in [redacted]. You indicated that you satisfied the balance due on your loan, however, you were informed by the Bank that $2,840.00 remained due. You also indicated that you requested a payment history for your loan account, but have not received it. You also mentioned that you received telephone calls from the Bank informing you that a payment was due for the account.

Further research was conducted to address the concerns you raised in your recent correspondence and for your convenience, I have added this supplementaiy information in the attached document.

Thank you for taking the time to bring your concerns to our attention and for giving me the opportunity to address them. If you have any further questions regarding your accounts, please call our collections department at ###-###-####.

We value you as a customer, and look forward to assisting you with your financial goals, now and in the

future.

Sovereign Bank, N.A. it a Member FDtC and a wholly owned subsidiary of Banco Santander, S-A. C 2012 Sovereign Bank, N.A.I Sovereign and Santander and ita logo are registered trademarks of Sovereign Bank, N.A. and Banco Santander, S.A. respectively, or their affiliates or subsidiaries in the United States and other countries.

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 according to our loan amortization schedule our loan was for $72.540.00. With our first payment $176/63 went towards the principle and $598.46 went towards interest. On our 23rd payment $211.63 went towards the principle and $561.71 towards the interest. At that time the balance would have been $67,873.14. On the copy of the payment history I received from Sovereign Bank they began with a balance of $68,525.10, a difference of $438.58. Then in looking at the copy of the payment history from Sovereign Bank the first two payments of $775.09 each goes entirely to interest. The third payment $230.75 goes towards the principle and $544.34 towards interest. The fourth payment again goes entirely to interest. In looking at the payment history there is not one bit of consistency. My payments are very consistent. What has changed since our good beginning with the [redacted]? I am in total awe that a bank would cheat a customer that has paid faithfully and never been late in making payment. Sometimes because the payment was due at the beginning of the month I would make the payment the last week of the previous month. Are they charging me for making my payments early? I am 75 years old and I do not mind saying I am overwhelmed by what they are doing.

Regards,

Review: To whom it may concern, I [redacted] on the day of Oct. 3, 2014 used one of Santander’s ATM machines inside [redacted] on [redacted]...However, I used my ATM card for the amount of $220.00, but it said TAKE CASH but it didn’t release any cash. So I waited and waited for my cash to drop. NO MONEY !! So then I asked for the Manager of [redacted]. She said the the PICKER that holds the cash was broken so she said you must go to Santander’s branch to speak to someone about this.Desired Settlement: I do not work and I want my money, so please see to it that the Santander pay me. Please, that’s a lot of cash to not receive from an ATM. Thank you !

Business

Response:

November 19, 2014Dear [redacted].Thank you for your correspondence 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 November 10, 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 research 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.First and foremost, I would like to apologize for any inconvenience or frustration this matter may have caused you. At Santander, we take these issues very seriously and work hard to deliver exceptional Service to Our customers. It is my understanding that on October 3, 2014, you attempted to withdraw $220.00 using a Santander Automatic Teller Machine (ATM) located at a CVS location, however, no cash was dispensed from the machine.In researching your concerns it appears that this ATM transaction was completed with a debit card from another financial institution. Unfortunately, this transaction needs to be disputed directly with that institution in order to recover the funds that were not dispensed from the ATM on October 3, 2014, but were debited from your account with the other financial institution. Our records indicate that you opened a checking and Savings account with Santander on October 23, 2014, after this transaction had occurred.Please note that there was a malfunction found at the ATM which was repaired the same day.Thank you for taking the time to share your concerns and for allowing me the opportunity to address them.If you have additional questions in regard to this matter, please contact Aleda H[redacted], Customer Relations Representative at [redacted].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,JoAnn G Vice President Manager Customer Relations

Review: On 6/28/14 at 10:09am, I telephoned the main customer service line at Santander Bank. I requested a stop payment on check #[redacted] for $340.00 that was written on 6/26/14. The customer service representative checked to see if the check had cleared or was pending. She processed my requested, explained the $30 fee, gave me a document # [redacted], to confirm the transaction. She confirmed the stop payment would be effective for 6/30/14. Approximately one week later, I viewed my account online & the check had cleared on 6/30/14. I spoke with Nancy K[redacted] at Santander, she listened to the recorded conversation & acknowledged that the customer service representative was completely wrong in handling the transaction, She apologized & said stop payments are not 100% guaranteed. I contacted Nancy to request a refund of my $340.00 as a result of the customer service rep. incompetence. Nancy told me I had to go to a branch location to file an affidavit. I went to the Saugus,MA branch. Patty,the manager had no idea what I was talking about. She called the help line & they had no idea what the affidavit meant. Patty filed a customer care case for me. Jeff S[redacted] contacted me. He listened to the recorded conversation as well & acknowledged that the customer rep. was completely wrong in handling the transaction. He would not provide me a refund & stated that stop payments are not 100% guaranteed along with other relevant rules related to stop payments. I explained to Jeff that I understood all of the regulations that he and Nancy explained to me. Not one of these rules was stated by the customer rep that handled the transaction. This rep. completely misrepresented the bank & left me feeling confident that my stop payment would be processed. After 12 years of being a Sovereign & Santander customer, I do expect the bank to reimburse me $310, ($340 minus the stop payment fee).Desired Settlement: I want the recorded conversation from 6/28/14 at 10:09am to be listened to. I want to be reimbursed $310.00,my $340.00 stop payment minus the bank's $30 processing fee. The conversation will reveal that the customer service rep. completely misrepresented the bank's policies on stop payment processing. In addition to the inconvenience of several conversations with Nancy K[redacted], Jeff S[redacted] along with having to make a visit to the bank to complete the unknown "affidavit".

Business

Response:

August 20, 2014Dear [redacted]:Thank you for your July 29, 2014 letter addressed to the Revdex.com (Revdex.com) of Metro Washington DC and Eastern Pennsylvania. Your letter was forwarded to Santander on August 4, 2014, and as a representative of the bank, I have been asked lo 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 called our Customer Service Contact Center on Saturday, June 28, 2014 to request that we stop payment of check number 1188 for $340.00, but the stop payment was processed incorrectly by the Customer Contact Center Representative.In researching the concerns you have presented, we have retrieved and reviewed the telephone call you had with our Customer Contact Center Representative on Saturday, June 28, 2014. During this telephone call, you requested that a stop payment be placed on check number 1188, in the amount of $340.00. The Representative obtained all of the information from you, in order to process the stop payment, and then read to you verbatim our stop check payment disclosure which is as follows:"This stop payment will be effective after we have had a reasonable time to act upon your request which may take up ro 7 business day, which does not include weekends or holidays. If the check is presented before the stop payment request becomes effective,we may not be able to stop the payment of your check. Your stop payment will be in effect for the remainder of this month and an additional 6 months. When it expires, your check may be paid unless you have already renewed this stop payment request or you place another stop payment."After reading the disclosure to you, the Representative asked if you agreed, at which time you indicated your agreement The one (1) business day timeframe is to allow for the completion and processing of the stop payment, which means the stop payment was not effective until July, and it is for this reason the check was paid on June 30.The Representative sent you a stop payment form to be completed, which was not necessary. This procedure is for Automatic Clearing House (ACH) stop payments. However, this error had no bearing on the processing time for your stop payment, which is still one (1) business day.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, please feel free to contact Anthony C[redacted], Customer Relations Representative at ###-###-####.Sincerely,Joann GVice President

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:

The business openly acknowledges in their response that "the stop payment was processed incorrectly by the Customer Contact Center Representative". The Customer Contact Center Representative gave me every confidence and confirmed that the stop payment would be effective on June 30, 2014. In the response by the business, the explanation is provided as to why the stop payment would not have been effective until July 1, 2014. This is not the explanation that was provided to me by the Customer Contact Center Representative. In fact, she gave me a document number to confirm the stop payment would be effective on June 30, 2014. If the recorded conversation from Saturday, June 28, 2014 had been listen to by the bank ...then any reasonalble business would realize that the Customer Contact Center Representative was completely incompetent in processing the transaction. From that conversation, any innocent consumer would have thought that the stop payment was effective for June 30, 2014.

In addition, the business states in their response, "The Resentative sent you a stop payment form to be completed ...." I never received this stop payment form that is referenced in that response. This clear defines that the business does not know what happened with this transaction.

The business should be taking responsibility for the actions of the incompetent customer contact center representative which they have acknowledged did not process the transaction properly.

I wil be satisfied with the results of this situation concluding with the business reimbursing me $310.00...the $340.00 minus the $30.00 stop payment processing fee. Failure to make whole my loss will result in my changing banks after being a customer of this bank for 12 years.

Regards,[redacted]

Business

Response:

August 20, 2014Dear [redacted]:Thank you for your July 29, 2014 letter addressed to the Revdex.com (Revdex.com) of Metro Washington DC and Eastern Pennsylvania. Your letter was forwarded to Santander on August 4, 2014, and as a representative of the bank, I have been asked lo 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 called our Customer Service Contact Center on Saturday, June 28, 2014 to request that we stop payment of check number [redacted] for $340.00, but the stop payment was processed incorrectly by the Customer Contact Center Representative.In researching the concerns you have presented, we have retrieved and reviewed the telephone call you had with our Customer Contact Center Representative on Saturday, June 28, 2014. During this telephone call, you requested that a stop payment be placed on check number [redacted], in the amount of $340.00. The Representative obtained all of the information from you, in order to process the stop payment, and then read to you verbatim our stop check payment disclosure which is as follows:"This stop payment will be effective after we have had a reasonable time to act upon your request which may take up ro 7 business day, which does not include weekends or holidays. If the check is presented before the stop payment request becomes effective,we may not be able to stop the payment of your check. Your stop payment will be in effect for the remainder of this month and an additional 6 months. When it expires, your check may be paid unless you have already renewed this stop payment request or you place another stop payment."After reading the disclosure to you, the Representative asked if you agreed, at which time you indicated your agreement The one (1) business day timeframe is to allow for the completion and processing of the stop payment, which means the stop payment was not effective until Julyl, and it is for this reason the check was paid on June 30.The Representative sent you a stop payment form to be completed, which was not necessary. This procedure is for Automatic Clearing House (ACH) stop payments. However, this error had no bearing on the processing time for your stop payment, which is still one (1) business day.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, please feel free to contact Anthony C[redacted], Customer Relations Representative at ###-###-####.Sincerely,Joann GVice President

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, [redacted]

Review: On 10/1/13, I checked my Bank acct and saw that I was -$15.47, so I transfered $16 from another acct to this acct to avoid any nsf fees which brought me to a balance of $.53 in my account which it showed clearly it was no longer overdrawn. On 10/2/13 I checked my account again and now it shows they charged me a $35 nsf fee. I called customer service and they told me that it was applied the following day because I did not do before 10:00, I did it at 10:30. I was not aware of this nor did it let me know this when I transfered the funds from one account to the other, it clearly said I now had $.53 available. When speaking to customer service I asked if they would kindly waive the nsf fee for me because it was not clearly stated and they said I was not a customer of the bank long enough, I have been a customer for over 16 years! All I am asking is for them to waive this one time fee and make them selves clearer next time, I dont understand why it wouldnt be available right away it was only $16 and im transfering between my own accounts.Desired Settlement: I would like them to refund my $35 nsf fee.

Business

Response:

October 9, 2013

Dear **. [redacted]:

Thank you for your October 2, 2013 letter addressed to the Revdex.com. Your letter was provided to me for response on October 7, 2013.

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 Sovereign Bank to provide exceptional customer service and to carefully review matters raised by our customers.

You stated in your letter that you are questioning an, insufficient funds fee that was assessed to your checking account, ending in number [redacted], on October 1,2013. Specifically, you indicated that you conducted a transfer of funds and felt that those funds should have aided in avoiding the assessment of the fee.

First and foremost, it is important to note that at a specified time during the day, transactions will begin to compile for the next business day. In the case of a weekend, transactions that occur after a specified time on Friday, through the weekend, will post to an account on Monday evening, with Monday’s date. In this case, the $16.00 transfer of funds was made on Tuesday, October 1,2013, after the 8 PM cut-off time for transfers. As a result, the funds were not available until the next business day, which was Wednesday, October 2, 2013.

Information about the way in which funds become available is contained on pages 34 through 37 of the Personal Deposit Account Agreement (“PDAA”), which is enclosed. The Funds Availability Policy reflects the requirements of Regulation CC promulgated by the Federal Reserve Board. All federal financial institutions must adhere to Regulation CC and thus, must have a Funds Availability Policy.

Information relevant to this matter is contained on page 34 through 3 5, under the following heading:

1. DETERMINING THE AVAILABILITY OF A DEPOSIT”

Specifically, it is noted that deposits and transfers, generally made after 8 PM, are considered as being made on the next business day. The cut-off time for Automated Teller Machine deposits is 10 PM.

In order to fully explain the Pending Activity section of Online Banking, the available and ledger balance must be explained. Cash deposits, transfers or direct deposits result in a temporary memo credit being placed on the account at the time the transaction is processed, which is reflected in the available balance and the Pending Activity section until the deposit is finally posted to the account. For example, if a customer receives a direct deposit, a memo credit will be reflected in the available balance and the Pending Activity section until the transaction posts to the history of the account. The memo credit permits you to withdraw the funds the same day, in accordance with our Funds Availability Policy. Once the direct deposit posts to the history of the account, the amount of the direct deposit will continue to be reflected in your available balance and will also be reflected in the ledger balance. Hie ledger balance is what appears on your monthly statement as your daily balance.

I again refer you to the PDAA; pages 14 and 15, under the following heading: “13. OVERDRAFTS AND UNAVAILABLE FUNDS"

The PDAA discloses that the appropriate fee can be assessed for any withdrawal or payment you make that is for more money than you have available in your account.

On behalf of Sovereign Bank, please accept my apologies if you felt you the representative you spoke did not properly handle your concerns; as that is never our intention. However, the fees that were assessed to the account are correct and will not be refunded.

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 call the Customer Contact Center 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:

I am not happy with this response, I was not aware of a cut off time nor do I remember seeing it written anywhere. When I did the transfer it should have told me when it would be posted. I have been a long time customer and am simply asking for 1 overdraft fee to be waived.

[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:

Regards,

Business

Response:

October 30, 2013

Dear **. [redacted].

Thank you for your recent correspondence addressed to the Revdex.com. Your correspondence was provided to me for response on October 28, 2013.

You stated in your correspondence that you were not aware that there were cut-off times for certain transactions and that you should be told when a particular transaction is going to post to an account.

As noted in my October 9, 2013 letter, information about the way in which funds become available, which includes cut-off times, is contained op pages 34 through 37 of the Personal Deposit Account Agreement (“PDAA”). A customer agrees to the terms and conditions of the PDAA when the signature card is signed at account opening. '

Furthermore, the PDAA is available at any local branch office.

When a transfer of funds is conducted via the Automated Teller Machine, OnLine Banking or telephone banking, an effective date for the transaction is provided.

While the insufficient funds fee was correctly assessed to your account, ending in numbers [redacted], we have refunded the fee as a courtesy. The refund will appear on your next monthly statement.

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 call the Customer Contact Center 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:

[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: this bank has unjustly taken my money saying that they are overdraft charges. My debit card info was compromised and overdraft charges incurred and I have on numerous occasions been sent to other branches and been told my phone calls would be returned and just have been run around for about a month now with no resolution. My money was put into a santander ATM and account was not credited. I went to the bank and was told to call an number to file a complaint. This problem happened before and the money was returned to my account but on the second occurrence I was told the problem was being looked into and I would get my money back in 7-10 business days and it was. A few weeks later I receive a letter telling me that I lost my case/complaint and 150 would be taken out of my account causing 8 overdraft fees. I received the letter on a tuesday telling me that the money would be taken out on a monday giving me no time to fix the matter and causing 8 overdraft fees that cost me 35 a piece. I called to complain on this matter and was told it wasn't their fault that there was snow in [redacted] and received the letter a day late. I then go to the location where the ATM was and was told that I couldn't be helped and had to go to the location where I opened the account. Luckily I am from [redacted] and thats where I opened the account. So I take the trip across the city to talk to a manger of the bank just to be told that I had to call a phone number. I call the phone number and was rudely told no sorry I can't help you. Then the bank financial specialist tells me when/where/why these overdrafts occurred. I insisted that I absolutely put the money in question into the ATM and was told by many different sources that A. there was money stuffed into the machine but they couldn't tell whose it was so I couldn't be credited for it. B. there was a count on the machine and there was no money extra so I could not be credited. Then I noticed that there was charges on my account that were not made by me and was told by the bank employee that if I got the charges reversed then they would reverse the overdrafts. I contacted the company where my card was fraudulently used and they reversed the charges and when I called the bank I was told that the problem would be looked into. After calling the same bank employee 6-10 times over a few weeks time I finally get a hold of the employee that said they would fix the problem she changes her story and tells me I may not get my money back because its not a bank error. I am completely fed up with and appalled that a customer would be treated this way and have spent hours of my time trying to get this issue resolved. I feel like this is an issue where its such a big corporation that they don't care to help me out and run me around thinking that I will just give up.Desired Settlement: theres a few issues. 1 I want proof that I never put this money in the bank if they are saying that I never put it in and made a false claim. They are a bank and have plenty of cameras and want my money back. 2 I want the money back from the overdraft fees that incurred when its proved that I did not make a false claim. 3 the money back from the overdraft fees that occurred when my card was used fraudulently.

Business

Response:

April 16, 2014Dear **. [redacted]:Thank you for your March 26,2014 letter addressed to the Revdex.com of Metro Washington DC and Eastern Pennsylvania. Your letter was forwarded to Santander Bank, N.A. (Santander) on March 31,2014 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 that an ATM deposit you made was not credited to your account Additionally, you mention that your debit card was compromised and your account was assessed insufficient funds fees. Lastly, you feel that you were not given sufficient notice when the provisional credit that you were given was removed from your checking account which caused additional overdraft charges.Upon researching your account, we found that a deposit made through the Automated Teller Machine (ATM) in the amount of $110.00 dated for December 13,2013 was processed and reversed on the same day. On January 2,2014 a claim was filed and a provisional credit for $110.00 was issued to your checking account on the same day while this issue was being researched. During the investigation, we concluded that there was no cash found in the ATM and the machine was not out of balance. Therefore, the provisional credit you were issued in the amount of $110.00 was reversed from your account on February 3,2014. A letter was mailed to you five business days prior to the monies being debited from your account.You contacted the Bank on February 4, 2014 to advise that you had not received any notice of this reversal.It was at that time it was explained to you that a letter had been mailed to you 5 business days prior to the funds being reversed from your accountThe beginning balance of your checking account on February 3,2014 was S132.00. After the reversal of the $110.00 provisional credit that day, the balance was S22.00. Between February 3 and February 5, there were five (5) transactions posted for payment in the amount of $69.00 exceeding the balance. This resulted in 5 Insufficient Funds Fees for S175.00.On February 26,2014, you contacted our Customer Contact Center to file a debit card dispute. Claim number [redacted] for $9.98, for two $4.99 purchases, was filed on your behalf for purchases made through [redacted].When you contacted the Customer Contact Center to file the dispute on February 26,2014, you also requested to have overdraft fees waived that were assessed to your account on February 3rd and 5th. A request was submitted to waive three of the five fees you were assessed. The refund was processed and your account was credited in the amount of $105.00 on February 26th.On February 28,2014, we denied claim [redacted] due to inconsistencies with your claim.On February 28,2014 you contacted the bank and filed another claim, number [redacted], for purchases in the amount of $27.42. This claim was approved and a final refund was posted to your checking account ending with [redacted] on March 3,2014.No overdraft charges were assessed to your checking account as a result of the purchases involved with the debit card dispute. The overdraft charges were assessed prior to the dispute on February 2 and February 3 and the debit card disputes that were approved and paid occurred between February 20 and February 26. Therefore, no additional fees were reversed when your claims were paid.As a courtesy, we will waive the two remaining Insufficient Funds Fees in the amount of $70.00. You will see this credit on your next monthly statementPlease accept my apology on behalf of Sovereign Bank 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 do all of my banking online. I was following what my account said I had to spend and was given 8 overdraft fees when there was money in my account. I called customer service and they said they would reverse two as a courtesy. I stated that my account had a positive money amount and that if they didn't fix it I would leave their bank as a customer. They said there was nothing they could do. I have a copy of the statement I was following showing a positive amount before and after the overdraft fees.Desired Settlement: I want all the overdraft fees refunded.

Business

Response:

January 6, 2014

Dear **. [redacted]:

Thank you for your recent correspondence that was submitted to the Revdex.com (Revdex.com) on December 66, 2013. The Revdex.com forwarded your inquiry to Santander Bank, N.A. on December 24, 2013, 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 you expressed concern regarding your checking account ending in [redacted]. You indicated your account recently incurred eight (8) fees although your account had a positive balance. You also indicated that you contacted our Customer Contact Center and were informed that as a courtesy, your account would be credited for two (2) fees. Lastly, you requested that all fees in relation to this matter be refunded to your account.

Further research was conducted to address the concerns you raised in your recent correspondence and for your convenience, I have added this supplementary information in the attached document.

Thank you for taking the time to bring your concerns to our attention and for giving me the opportunity to address them. If you have any further questions regarding your accounts, please call our Customer Contact Center at ###-###-#### to speak with a Customer Service Advisor or visit your local Santander branch office.

Sincerely,