Santander

Review: Sovereign Bank has treated my wife and me in a despicable manner. In Fact, our interaction with the bank has elements of bait-and-switch and of age discrimination. I hope that you will and those copied on this letter will share this opinion. The sequence of events is as follows:

1. Sovereign Bank holds mortgages on our primary home and our vacation cottage. Accordingly, in November of 2012, [redacted], a Mortgage Retail Development Officer for Sovereign Bank, contacted us and suggested that we consider re-financing there mortgages in order to take advantage of the low rates then prevailing.

2. In December 2012, we filed a loan applications for the mortgages on both properties( Application numbers [redacted] and [redacted]). We paid a fee of $399 for each filing. We also paid $500 for a "rate lock" . The Truth -in -Lending statements indicated that the interest rate would be 2.625% and that APR would be 2.686%.

3.There followed an incredibly long and very frustrating period in which ever-more information was requested of us. We addressed each request promptly satisfactorily, but each one led to a new request. For instance, each property was appraised twice! All of this procrastination was unnecessary because our credit score is excellent. For instance in April, my wife and I had Trans Union credit scores of 809

4 Finally, in July of 2013 ( a full 7 months subsequent to our application filings), the loans were approved. However, the proposed loan on our primary home now bore a special fee of $12510 and the proposed loan on the cottage was subjest to a fee of $9000.

5. **. [redacted] kindly appealed those special fees within the back. In August of 2013, she informed us that she had been unable to obtain what she termed as "exception" for us.

This is an outrageous story. Is Sovereign Bank in the business of simply collecting application fees and then offering undesirable mortgae terms? What is the purpose of a rate lock fee? Does Sovereign Bank try to avoid mortgages to the elderly( my wife and I are each 76 years of age)? The delays were all due to Sovereign. Why were we not offered an opportunity to withdraw the applications, recoup our fees, and initiate discussions with another bank? Sovereign Bank initiated this interaction, took our fees, dilly dallied, and then denied us the attractive terms that were the basis of the application submissions. There is no way to explain this. At a minimum, we deserve an apology and the return of our fees.

Your truly

Kenneth A. Smith

(tel ###-###-####)

(email: [redacted])

cc: AARP

Atty Gen. [redacted]

Revdex.com

Chairman [redacted], MCAD

Commissioner of Banks [redacted]

Mortgage Review Board

Representative [redacted] Senator [redacted] Senator [redacted]Desired Settlement: refund of fees and apology

Business

Response:

September 16, 2013

Dear **. [redacted]:

Think you for your September 3,2013 letter addressed to **. [redacted], President and CEO of Sovereign Bank, N-A, Your letter was provided to me for response on September 9,2013. In addition, we also received your correspondence from the Consumer Financial Protection Bureau on September 10,2013.

We appreciate your inquiry, and as providing exceptional easterner service is our goal at Sovereign, please be assured that we hflve carefully researched this matter in order to assist you.

First and foremost, I would like to apologize for the difficulties you experienced during tibe origination process for your mortgages. At Sovereign, we take these issues very seriously and work hard to deliver exceptional service to our customers. As providing exceptional service is our goal at Sovereign, the level of service you described is not at all consistent with our expectations. Please be assured that the details of this situation have been used for coaching and training purposes, to ensure a better experience for our customers in the future.

You stated in your Letter that, in December 2012, you began the mortgage refinance process for two of your homes, after **. [redacted] contacted you in November 2012 to discuss refinance options. After many months of document requests, multiple appraisals and rate lock extensions your mortgages were finally approved in-July 2013, but the terms were not the same as they were in December 2012, when you applied.

In researching this matter it does appear that there were delays, which included the following:

- appraisal receipt delays

• volume related processing delays

• underwriting delays

• delay in receipt of documentation from [redacted]

In a few instances, our review of received documentation prompted requests for additional clarifying documentation. Because of the delays, we were able to extend the interest rate lock on your mortgages for approximately three (3) months beyond the original rate expiration dates. But ultimately, we could no longer extend the original interest rate due to investor delivery schedules.

When the interest rates increased, points would had to have been paid in order to bring the interest rate down to what it was when you started the process. You chose not to pay the points and withdrew the applications.

Again, we sincerely apologize for the frustration and inconvenience caused during this process. Check number [redacted] was provided to you on August 27,2013, for $500.00, which was for one of the rate lock fees. Enclosed please find a check for $798.00, which is for the two (2) application fees of S399.00.

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 contact **. [redacted], Manager in the Mortgage Sales Department, at ###-###-####.

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

Sincerely,

Review: I closed my checking and savings accounts with Santander on 8/15/14. I closed the accounts at the local branch and was told if anything else was outstanding that the bank would refuse the attempt for payment. On 8/22/14 a credit card payment was made online to [redacted] through the [redacted] website with the now closed checking acct by accident. Instead of refusing the payment request, Santander paid the charge of $36 and assessed a $35 fee. I found this out after receiving a notice in the mail stating I owed Santander $71. My wife called and stated that we had no problem paying the $36 but would not pay the fee because Santander shouldn't have and was not authorized to pay the charge because the account was closed. She had to call back 4 times because every time someone tried to transfer her she was hung up on; each department she spoke to would say she had to speak to the department that she had just spoken too. Finally, after calling back she spoke to a women named Alexis (emp #[redacted]) who again placed her on hold, for almost 30 minutes. My wife literally drove across the city, picked my daughter up at school, and drove back and was still on hold. When she finally came back on the line she informed my wife that she had been talking to her supervisor (Laurie R[redacted]) the whole time my wife was on hold. These employees work in the [redacted], Pennsylvania office.Desired Settlement: I would like to pay the $36 owed and have the $35 fee waived and the matter removed from collections.

Business

Response:

September 23, 2014Dear [redacted]:Thank you for your September 4, 2014, correspondence that was submitted to the Revdex.com of Metro Washington DC and Eastern Pennsylvania (Revdex.com). The Revdex.com forwarded your inquiry to Santander Bank, N.A. (Santander) on September 8, 2014, and as a representative of the Bank, I have been asked to respond.We appreciate your inquiry and can assure you that this matter has been carefully researched in order to assist you. It is my understanding that you are disputing the fees that were assessed to your checking account ending in [redacted], as a result of your account being closed prior to the [redacted] transaction being presented.You also mentioned when you contacted our offices, that you were transferred multiple times and when you finally reached the Collections Operations area to inquire about the fees, you were placed on hold for almost thirty (30) minutes. Please be assured that the details of this situation have been used for coaching and training purposes, to ensure a better experience for our customers in the future. At Santander, we take these issues very seriously and work hard to deliver exceptional service to our customers. In this case, we have fallen short of our own standards.In researching the concerns you have presented, I have found that your checking account was not closed properly due to a Bank error. You mentioned in your correspondence to the Bank, you would pay the $36.00 transaction since we made that payment on your behalf to [redacted]. You can make this transaction at the Branch where you closed your accounts. You will not be responsible for any fees associated with this transaction and they have been waived due to our error.We appreciate the opportunity to have provided you our products and services. We would be pleased for the opportunity to assist you with any future banking needs that you may have. Should you have any additional questions in regard to this matter, please feel free to contact Anthony C[redacted], Customer Relations Representative at [redacted].Sincerely,JoAnn GVice President Manager Customer Relations

Review: Billing charges and account being sent to collections due to bank error with customer service line. I attemptd to pay my bill online an after hitting the submit button realized that the account used to pay my bill online was the incorrect accouont. I immediately went back into the online banking to see ifthe transaction could be cancelled, there was no option to cancel. I then called the customer service on the back of my credit card prior to the due date and was transfered to another customer service number as the numbr that I called indicated that the account is a business account and that some one from the business customer service line would be able to assist me. I was then transferred and then upon describing my problem was told told that although the account indicates a business account, it is actually a personal checking account and I was told to call back the bank and inform them that the business area cannot assist me with my problem. I was then told by the representative that the payment had not been taken from the account and that I could go ahead and make the payment with my personal bank outside of the Santander Bank. I made this attempt to avoid surcharges and duplicate payments, but this did not help. I received a letter from the bank in addition to a post card, one indicating that the payment was sent to collections and the post card indicating that the payment was made vut there is a charge of $35.00 due to insufficient funds. In the meantime, my separate account with another financial institute shows that the payment was processed and accepted by Santander. I then calledthe bank today, June 16, 2014 to inquire about the two forms of communication sent to my home only to be told by the customer service rep that he could not help me and that I would need to contact the busness area and of course that department closes at 5:00 when I am at work. This problem stemmed from May 21, 2014 and is ongoing and I would like to resolve this issue.Kind regards,[redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

Charges and fees removed as there is proof that the payment was received and that I did make every effort to resolve the problem only to have if show up as being in collections. In addition, the two forms of communication received from the bank indicating that there is a gliche in their system and it needs to be researched. In addition, provide the necessary training to their staff so that calls are directed to the right person and or departme

Business

Response:

August 13, 2014Dear [redacted]:Thank you for your July 22, 2014 correspondence that was addressed to the Revdex.com (Revdex.com) of Metro Washington DC and Eastern Pennsylvania. Your letter was forwarded to Santander Bank, N.A. (Santander) on July 28, 2014, and as a representative of the Bank, I have been asked to respond.We appreciate your inquiry and can assure you that this matter has been carefully researched in order to assist you. It is our goal at Santander to provide exceptional customer Service and to thoroughly review matters raised by our customers.You Stated in your letter that you attempted to pay your credit card online and realized, after the fact, that you did so from an incorrect account. When you went back onto the site, you were unable to cancel the transaction, which caused your account to become Overdrawn, You would like the fees refunded.In researching this issue, I have found that you made a payment to your credit card, utilizing our mobile app, on May 21, 2014 at 11:31 PM. Based on the information you provided, your checking account ending in [redacted], was the account that you selected. Since you were unable to cancel this payment, you then submitted another credit card payment through the mobile app., and based on the routing number you provided, it would appear that an account at [redacted] Federal Credit Union was the donor account. It should be noted, that once a payment has been made through the mobile app., there is a very Small window in which the transaction can be cancelled. In this case, the transaction was in process by the time you contacted us. Once a payment is in process, it cannot be cancelled.When the $147.87 credit card payment posted to your checking account, your account became overdrawn, as the available balance was $7.05, and was assessed a $35.00 insufficient funds fee. Since the checking account was at a negative status for six (6) consecutive calendar days, your account was assessed a $35,00 sustained overdraft fee, and subsequently closed with a negative balance on July 1, 2014, The balance at that time was negative $210.82. Additional information in regard to your account can be obtained by calling the Overdraft Collection department at ###-###-####,To summarize, two (2) $147,87 payments were received for your credit card on May 23, 2014. The first was from your Santander checking account, and the second was from your [redacted] account.While the fees and interest were properly assessed to both your credit card account and checking account, because of the difficulties you encountered related to this matter, we have refunded $45.56 in interest and $70,00 in fees, which were assessed to your credit card account. The refunds will appear on your next monthly billing statement for your credit card.Finally, you mentioned confusion in being transferred between areas when speaking to agents in our Customer Contact Center, Please be assured that we take these types of matters very seriously, and it is our expectation that our representatives are professional and assist customers with their banking needs. Based on the experience that you described, the agents did not provide the level of customer Service that we expect.On behalf of Santander, wish to offer my sincere apology for your experience and for any inconvenience this matter may have caused you,Thank you for taking the time to share your concerns and for allowing me the opportunity to address them. If you have any additional questions, in regard to this matter, please feel free to call Ms. Jen S[redacted], Customer Relations Team Leader, at ###-###-####.You are a valued customer and we appreciate that you have chosen to bank with US. We lookforward to assisting you with all of your financial needs, now and in the future.Sincerely,JoAnn G[redacted] Vice President Manager, Customer Relations

Review: I have a real problem with the fact that this bank allows 16 year old children to open bank accounts with debit cards that have overdraft protection and they do all this without any parental consent. I called the bank to ask them what was going on when my daughter got a bill for overdraft fees. The people that I spoke with were very rude and no one would explain anything to me because the account was not in my name, when I told them she was a minor and I was her mother and asked them how they allowed her to open this account without my permission they said the could do what they want. When I asked how they could put a child into debt before they even turn 18 and they said then maybe they should learn how to manage there money. I do agree with that but maybe we should teach them that before giving them an account there parents now nothing about with overdraft privileges. I feel this policy should be changed.Desired Settlement: I feel these children should not be responsible for these fees the bank should not have been allowed to do this so they should have to wipe out these fees

Business

Response:

July 29, 2014Dear [redacted]:Thank you for your July 18, 2014 inquiry that was submitted to the Revdex.com of Metro Washington D.C. and Eastern Pennsylvania (Revdex.com). We received your inquiry from the Revdex.com on July 23, 2014. As a representative of the Bank, I was asked to respond. We appreciate your inquiry and the opportunity to look into this matter to assist you. It is our goal at Santander to carefully review matters raised by our customers.It is my understanding that you have concerns related to an account that your daughter opened at age 16, on which she incurred overdraft fees, understand that you feel the Bank should not have permitted her to open an account by herself at age 16 and Subsequently, you have requested a refund of the overdraft fees on her behalf.First and foremost, on behalf of the Bank, I wish to extend my sincerest apologies for the experience that you described, as well as for any inconvenience this matter caused.Please know that it is our desire to address the concerns that you have raised. However, based on the information provided in your correspondence to the Revdex.com, we were unable to ascertain your daughter's name or account number, We were also unsuccessful in reaching you by telephone. As a result, we have been unable to review this matter in detail.Upon your receipt of this letter, if you would kindly contact us to provide us with additional information Such as your daughter's name or the account number in question, we would be pleased to look into this situation further. Please feel free to contact Lance S[redacted] of our Retail Network Relations Department at ###-###-#### at your earliest convenience to provide this information. After we are in receipt of additional information needed for us to research the concerns you raised, we will investigate the situation and communicate a resolution in a timely manner.Thank you for taking the time to share your concerns and for presenting us the opportunity to review this matter for you and your daughter. Again, we regret the experience you have described.We look forward to speaking to you soon and to bringing closure to this matter for you.Sincerely,Ann G[redacted] Vice President Customer Relations

Review: Hello, First I would first like to say that it gives me no pleasure to have to file a Revdex.com complaint. I made numerous attempts to get through to your executive offices without success. I am writing to you regarding the promotion of triple/double points, zero percent for 24 months on the [redacted] card which I initially applied for in early January but due to Santander processing delays it had to be re-submiited in late feb which it was approved. After I received the initial card I called and spoke to supervisor since I did not see the 10% back in points $100 bonus, 2x points and zero percent for 18/24 months. If you check your records in early march I was verbally assured that they would honor all of the promotion offers to me since it was documented that I did in face apply during that time. Later in next weeks I called to check on double points and etc and then told that they "would not" honor the double points promo. I am naturally frustrated that in Early March a supervisor said that in addition to honoring the $100 points promo, 18/24 months zero percent and double points. In addition, I see that they approved me with an approx 19.99 interest rate. I am sending you copies of my other cards ([redacted] which I get 9.99% and [redacted] at 15.45 % ( see attached) as well as additional account history from Macys which for some reason they DO NOT report to credit bureaus which I hope you will see that I pay all of my bills in a timely manner and stay within my limits. It was my desire to close the [redacted] account as your points offer were better. I have also applied for the [redacted] Card. Once again, I regret having to file this Revdex.com complaint but hope that your office can assist.... I tried to attach supporting documents but the system wont allow it. I can gladly send you copies of everything mentioned.Desired Settlement: 1) Confirmation that Santander will honor all of the promo offers from December/January on my [redacted] acct due to system issues

2) Request to lower the regular interest rate that initially established (see attached)

3) Anything else that you could offer in lieu of this inconvenience

Business

Response:

April 16, 2014Dear **. [redacted],Thank you for your March 29, 2014 letter, which was sent to the Revdex.com. Your letter was forwarded to Santander on April , 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 that you applied for the [redacted] Card in early January 2014. However, due to a freeze that you had placed on your credit report Santander was not able to view your credit report and approve your application until February 2014. Due to this delay, the promotions that were in place when you applied were no longer in effect. Although this is the case, you would like us to honor those promotions.First and foremost, I sincerely apologize for the inconvenience that this issue has caused you. I understand that it took numerous phone calls to our Customer Contact Center to get information on your [redacted] credit card and to have your Online Banking set up. Please know that the calls have been reviewed and will be utilized for coaching purposes.In reviewing this matter, the Card Operations Team has confirmed that they made an exception and you were approved for the promotion that was offered in January 2014. As a result, you will receive 10% cash back on purchases until April 30, 2014. The credit will be applied for your [redacted] card, ending in numbers [redacted], in May 2014. For balance transfers, the % introductory Annual Percentage Rate (APR) is in effect for 24 billing cycles on any balance transfer completed during the first 90 days.It is important to note that you are not eligible for reward points, since it was not part of the January promotion for which we made an exception. The January promotion of 10% cash back did not offer double reward points. Also, we are not lowering your interestrate.Thank you for taking the time to share your concerns and for allowing me the opportunity to address them. We value your feedback. If you have additional questions or require additional assistance, please contact us at [redacted] at your earliest convenience and request to speak with a supervisor. -Sincerely,

Review: Since Sovereign Bank enrolled business customers into new software system, business owners like myself, are unable to use basic service that is absolutely essential to every business, such as, uploading transaction from Sovereign Bank into accounting software [redacted].

When I call customer service, I am told that issue is being looked at, however let me remind you that I am unable to upload transaction since April of 2013, as a result my expenses related to bookkeeping department are going up, since it takes longer for my bookkeeper to work, punching in transaction manually.Desired Settlement: Fix this basic service as soon as possible. The fact that one of the biggest banks and biggest accounting software company in North America are unable to roll out service that works and then take 3 months to fix the issue is absolutely unacceptable.

Review: I have paid off my mortgage loan 9.12.12, account [redacted], for property purchased several years ago. I have yet to recieve my deed for Lot [redacted], Unit **, [redacted]. I have been writing and calling the bank to no avail. I want my deed and other paperwork pertaining to this account.Desired Settlement: I want my deed. My wife and I spent over $26,000 on this loan, and we want what belongs to us or pay us our money back.

Business

Response:

August 8, 2013Dear [redacted]: Thank you for your recent correspondence to the [redacted], Sovereign Bank received your correspondence on June 17, 2013. We also received your June 11, 2013 correspondence to the Revdex.com of Metro Washington DC and Eastern Pennsylvania on June 27, 2013. 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.You indicated in your correspondence that you previously had a loan account on which Sovereign Bank was shown as lion holder. You also stated that you paid off this loan on September 12, 2012, but have not yet received a deed or satisfaction letter.It is my understanding that you and your wife spoke with [redacted], Sovereigns Consumer Collection Team Manager, on June 19, 2013. In that conversation, you explained to [redacted] that you had already been contacted and were being assisted by team members [redacted] and [redacted] of our Construction Loan Department,I further understand that your wife spoke to [redacted] on June 19, 2013, regarding this matter and subsequently faxed a copy of your Form 1098 for this loan to [redacted]'s attention. After reviewing this document, we determined that your account had been placed with Financial Services, a third party services provider.Following this conversation with your wife, **. [redacted] contacted [redacted] Financial Services on your behalf. We have confirmed that [redacted] mailed you a Loan Payoff Confirmation Letter dated September 12, 2012, the above mentioned address, indicating that the lien was paid in full on May 29, 2012. For your convenience I have enclosed a copy for your review,Sovereign Bank has been diligently researching your concerns, including review of the title in [redacted] County, however there is no evidence of a lien recorded in favor of Sovereign Bank. Subsequently, although we are not in a position to provide you with a lien release letter, in an effort to be responsive to your needs, we have arranged for the recording of a disclaimer of interest with respect to thc premises described as Lot [redacted] of Unit ** of [redacted] Colorado. The Bank has signed a Disclaimer of Interest, which [redacted] will record with the [redacted] County Clerk and Recorder. Thank you for taking the time to bring your concerns to our attention and for giving me the chance to address them. If you have any further questions regarding your account, please contact [redacted] Financial Services at [redacted].We would be pleased to have the opportunity to assist you with any of your future banking needs.Sincerely,

Review: Without notice or acknowledgement, Sovereign Bank started charging my account a maintenance fee. I opened a free checking account in 2002. In January 2013 they started charging $5.00 a month. On May 29 I spoke to [redacted]. Her supervisor was only willing to give back half the charges.

Consumer

Response:

Complaint

is NOT yet resolved. The company has only sent me an acknowledgement letter, that they received a complaint notice. It is not resolved.

Review: I should have received a $50 bonus posted to my checking account by 11/15/13. I haven't received a dime.

I opened a checking and savings account with Santander Bank on 8/20/13 in response to a promotion they were running: open a checking and savings account by 8/31, make 5 debit card purchases by 10/31, and receive a $50 bonus, which would be credited to the account by 11/15. I did not receive a bonus, so on 11/30 at 6 pm EST I called Santander and spoke to [redacted].He told me he would look into the matter and call me back on Mon. He never called back. On 11/30 I also emailed Santander asking why I hadn't received the bonus. No one replied. On 12/2, I emailed them a second time. Once again, they did not reply. Checking acct [redacted] Savings acct [redacted]Desired Settlement: All I would like to receive is the advertised bonus of $50.

Business

Response:

January 8, 2014Dear [redacted]:Thank you for your correspondence submitted to the Revdex.com of Metro Washington DC and eastern Pennsylvania (Revdex.com) and Consumer Financial Protection Bureau (CFPB). Santander Bank, N. received your correspondence from the Revdex.com on December 13, 2013. The CFPB forwarded your inquiry to Santander on December 16, 2013. 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 any inconvenience and 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. Please be assured that the details of this situation have been forwarded to the appropriate management team for review.In your correspondence you stated that you should have received a 50.00 cash bonus to your checking account by November 15, 2013, however as of the date of your contespondence you have not. You further mentioned that you called the bank and spoke to a representative who informed you that he would look into the matter and callyou back. Lastly, you stated that you also emailed the Bank two times, and have not received areply. You request that we credityour account for the 50.00 bonus,In an effort to further research your concerns we retrieved and reviewed all of the recorded telephone calls that you had with the Customer Contact Center regarding this matter. Regrettably, during these telephone calls we did identify areas where we failed to provide you with the level of service that you deserve. We sincerely apologize that our representative did not follow-up with you, as promised.You mentioned in your comespondence that you sent an email to the Bank on November 30, 21013, and again on December 2, 2013. After searching our records, we did not find a record of receiving an email from you regarding this matter. If you would like us to further research this matter please provide us with a copy of the emails that you sent to us so we can verify the email address used, and look into whether there might have been a problem with the transmission of the email You can email them directly to [redacted] mail them to:Santander Bank, NA. Attn: [redacted] Mailcode: [redacted] P. Box [redacted], PA [redacted]In our research we found that the failure to credit your account with the bonus was a direct result of issues arising from the attempt to fund your accounts using [redacted]. As a result of the delay in funding your accounts, the 50,00 cash bonus was not antomatically credited to your account Please note that the $50.00 bonus was credited to your account on January 2, 2014 and will appear on your next monthly bank Statement.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 or continue to experience issues, in regard to this matter, please feel free to contact [redacted] at ###-###-####.You are a valued customer and we appreciate that you have chosen to bank with us. We look forward to assisting you with your financial goals, now and in the future.Sincerely,

Review: [redacted] (brother) joined Sovereign Bank since he started getting his Social Security check in 2009. Roughly (3) years ago the bank changed hands it is now the Santander Bank. In 2013 he applied for a checking account which he doesnt write checks but he does used the ATM machines. Not understanding the bank rules when over withdrawing the bank has charges him $35 for each time he over draws, ex. 1.99 purchase $35. is charged. For the last 3 - 4 months they wiped out his checking account with these $35. overdraft fees without just shutting down his account so that he does have something left. Though he receives a notice each time he is not understanding what is going on. Due to injury to his head years ago. Why would the bank continue to let him use the Atm card each time when it is obvious he does not understand. He only receives $720 a month and every month this amount and then some goes to overdraft fees. I am in the process of helping him get enrolled in my credit union. In the mean time I would like to have this investigated and perhaps get some refund due to them not taking the proper steps to protect a customer who does business with the bank every month. It is very obvious that he is not understanding what is going on. Your investigation and some result would be greatly appreciated.Desired Settlement: Refund of some if not all overdraft fees because most of his purchases were under $10. What bank would do this?????

Business

Response:

August 27, 2014Dear [redacted]:Thank you for your August 5, 2014 correspondence submitted to the Revdex.com (Revdex.com). The Revdex.com forwarded your inquiry to Santander Bank, N.A, (Santander) on August 11, 2014, and as a representative of the Bank, I have been asked to respond.We appreciate your inquiry and can assure you that this matter has been carefully researched in order to assist you. It is my understanding that you are requesting a refund of all insufficient funds fees assessed to your checking account ending with [redacted] for the last three (3) months.In an effort to further discuss this matter, I attempted to contact you on August 22, 2014 but was unsuccessful. I was calling to notify you that your checking account ending in [redacted] was closed on August 21, 2014, as your account balance had remained negative for thirty (30) consecutive days. Your account was closed with a balance of negative $642,13.As a courtesy, we will credit your checking account in the amount of $642.13, in order to bring your account balance to zero. However, your account will remain closed.Thank you for taking the time to share your concerns and for allowing me the opportunity to address them. Should you have any additional questions in regard to this matter, please feel free to contact Talia C[redacted], Customer Relations Project Analyst at [redacted].JoAnn CVice PresidentManager Customer Relations

Review: I had very bad service in the past from Santander Bank, they charge a lot of overdrafts and I did not have control of my account, because they never provided me online access to my account or phone password. Also they never game me $50.00 as promised when I opened my student account. I decided do not use it anymore and I signed to do not authorize overdrafts in my account. Last week I had 2 unauthorized purchases from my amazon account and since I did not have found in this account, it generates 2 overdrafts. Even if I had not authorization for those overdrafts. I went to the branch and the manager says that they do not find the paper signed and she cannot give me an answer from past management and the only way I can receive the overdrafts is getting a letter from Amazon about the matter, but Amazon does not provide this kind of letters. Amazon is going to return the amount of the purchases but I have no answer for the overdrafts.Desired Settlement: I want to receive the amount charged for overdrafts back to my account $70.00 and close it.

Business

Response:

September 2, 2014Dear [redacted]:Thank you for your August 18, 2014, correspondence to the Revdex.com (Revdex.com) of Metro Washington DC and Eastern Pennsylvania. The Revdex.com forwarded Santander Bank N.A. (Santander) a copy of your inquiry, which we received on August 20, 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 our goal at Santander to thoroughly review matters raised by our customers.It is my understanding that you are disputing fees that were assessed to your account as you indicated that you did not authorize overdrafts to your account. Additionally, you expressed dissatisfaction with your service experience and stated that your Online Banking and Telephone Banking were not set up for you when you opened your account, and you did not receive your account opening bonus. ! also understand that you had two unauthorized purchases post to your account.When a deposit account is opened, multiple pieces of literature are provided to our customers, including the Personal Deposit Account Agreement (PDAA) and the Personal Deposit Account Fee Schedule (PDAFS). The PDAA discloses the terms and conditions that apply to deposit accounts at Santander, while the PDAFS discloses the fees your account may incur if applicable, including insufficient fees. For your convenience, have enclosed copies of these documents for your review.Our records indicate that the beginning balance in your checking account ending in [redacted] on August 6, 2014, was $444. The same day one (1) transaction was presented for payment for $18,82 which exceeded your balance, As a result, your account incurred a $35.00 insufficient funds fee. This brought your balance to negative $49.38. On August 7, 2014, a transaction for $23.99 was presented for payment against an insufficient balance. Since this transaction exceeded your current balance your account incurred a $35.00 insufficient funds fee. This brought your balance to negative $108.37.A one-time fee is assessed to a checking account on the sixth consecutive business day that the account is Overdrawn. On August 14, 2014, a $35.00 sustained overdraft fee was assessed to your account. This brought your account balance to negative $143.37. On August 20, 2014, as a courtesy your account was refunded two (2) insufficient funds fees for a total of $70.00.You stated that you did not authorize overdrafts for this account. On November 13, 2013, when you opened your check account, you enrolled in Santander Account Protector, which authorizes the Bank to charge insufficient funds fees when you overdraw your account by making Automated Teller Machine (ATM) withdrawals and one-time debit card purchases. You asked us to cancel your enrollment on August 19, 2014, which we have done.In your correspondence you mentioned that you were not set up with Online Banking and Telephone Banking access when you initially opened your account. Our records indicate that your checking account was opened on November 1, 2013, and during this time you were enrolled for our Online Banking service and Telephone Banking service. You also mentioned that you have not yet received your $50.00 account opening bonus for establishing a Student Checking account. When your Student Checking account was opened, the Bank was running a Student Promotion for $25.00. In reviewing your account history, we determined that your account fulfilled all of the requirements necessary in order to receive the promotion and the $25.00 account opening bonus was credited to your account on February 18, 2014.You stated in your correspondence that your account had unauthorized purchases from the merchant Amazon. In researching your concerns related to the two (2) unauthorized transactions that posted to your account on August 6 and August 7, 2014. Our records show that you filed a dispute claim and reported your card as being lost on August 11, 2014. Your dispute claim was denied as you have a history of purchases with the particular merchant. On August 15, 2014, your account was credited $18.82 by the merchant. We recommend that you contact the merchant directly in an attempt to recover any additional funds.Additionally, have enclosed a copy of our Simple Facts brochure, which explains in a straightforward manner how fees are applied to your account. We have waived seven fees for you in the past year as a courtesy, including the most recent two fees totaling $70.00 that were waived on August 20, 2014. No additional fees refunds will be forthcoming.On behalf of the Bank, I sincerely apologize for the service experience as you described in your correspondence. Your comments have been forwarded to the appropriate management personnel.Finally, you requested that we close your account. On August 27, 2014, we have closed your checking account as requested. An Official Bank check for the remaining balance in your account will be mailed to you under separate cover.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 Aleda H[redacted], Customer Relations Representative at *-[redacted].Sincerely,JoAnn GVice President Customer Relations

Review: I accidentally overdrew my account by one penny (LITERALLY ONE CENT) and was charged 35.00. I contacted the bank and was told I had to deal with it. I'm sorry but that is criminal. It's like being robbed. I work hard for what little bit I make and to be charged thirty five dollars over a penny is insane.Desired Settlement: I want that 35.00 BACK. I'll give them their penny but I WILL NOT deal with this kind of behavior. Thieves go to jail, this is theft, pure and simple.

Business

Response:

September 5, 2013

Dear **. [redacted]:

Thank you for your August 28, 2013 correspondence submitted to the Revdex.com. The Revdex.com forwarded your inquiry to Sovereign Bank, and it was received on September 3, 2013. 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 are disputing the overdraft fee that was assessed to your checking account for overdrawing the account by one (1) cent. You are requesting a refund of the fee.

In reviewing your account, we have determined that the $35.00 insufficient funds fee which was assessed on August 27, 2013 is valid and not the result of a bank error. On that date, your account had an available balance of $4.99, and a debit card purchase in the amount of $5.00 was posted to the account, which exceeded the available balance. In addition, our records indicate that you elected to opt in to Sovereign Account Protector in October 2012. Your election authorizes Sovereign Bank to pay overdrafts caused by Automated Teller Machine (ATM) withdrawals and transfers and one-time debit card transactions and assess the applicable overdraft fees if such transactions are posted to your account against insufficient funds. Customers are able to change their election preference at any time by calling our Customer Contact Center or by visiting a Sovereign branch office.

Our records indicate that on August 28, 2013, you spoke with an advisor in our Customer Contact Center. She agreed to refund the overdraft fee as a courtesy, and the $35.00 was credited to your account that same day. She also encouraged you to establish Overdraft Protection to prevent the assessment of overdraft fees in the future. Our records indicate that you established Overdraft Protection with your money market account ending in numbers [redacted] as the linked account. In order for overdraft protection to work, there must be a sufficient balance in the linked account to cover the amount of the overdraft in your checking account as well as the $12.00 overdraft transfer fee.

As of the date of this letter, your checking account is currently overdrawn in the amount of negative $35.37. The beginning account balance on September 3, 2013 was $6.50. That day, a debit card purchase in the amount of $6.87 was posted, exceeding the available balance. The transaction was posted in accordance with your election to opt in to Sovereign Account Protector. At the time of the overdraft in your checking account, the money market account had a balance of $10.00, which was not sufficient to cover the amount of the overdraft as well as the $12.00 overdraft transfer fee that is assessed once per day when a transfer occurs. Therefore, the transaction was posted against insufficient funds and assessed the $35.00 insufficient funds fee. This fee is valid and will not be refunded.

Thank you for bringing 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 1-877-SOV-BANK (###-###-####) or visit your local Sovereign Bank branch office.

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 have been with Sovereign Bank since I was 16 or 17 years old. I am currently 32. I have had only small problems with this bank prior to a few weeks ago. When I moved and tried give them my information, I tried to change my address four times with them, once online and 3 phone calls until my address was finally changed. Well, that is not my current problem. About two weeks ago, I over withdrew, in less thank two weeks, the bank took $35 from me 19 times equaling $665. I called them and they told me about an "opt out" feature that they had that declines purchases when you are about to over withdraw. I did not even know what the opt out feature was until last week. I accepted that option. I still continued to get charged after I accepted that option. I look at my checking account once or twice a month and I was not over withdrawn when I checked it and the next time I checked it, I was over withdrawn. The bank never called me to warn me, as credit cards do. I have never over withdrawn from my bank before and I kept doing it because the bank just kept taking and taking money. What do they feed on people that do not have money? I understand that I was wrong in a sense, but I was never given any options about my bank account. They stole over $700 from me in approximately two weeks! The last person I spoke to told me that I should speak to someone in collections to arrange payment options. Collections picked up and said that they do not do payment options. They gave me to them to get rid of me. I do not have anything left. How am I ever going to catch up if they just keep taking?

Thank you.Desired Settlement: To be given back the money that I work so very hard for.

Review: I had been an existing Santander customer with a checking, money market & line of credit accounts. Recently Santander advertised their new Extra Checking Account 20 product which I thought was a good financial product. I switched the main checking account services to this new checking account as I could view all account activities online through the Santander website.

This past week I paid several bills online and I was just shocked when Santander tacked on $70 representing two $35 Insufficient Funds Fees on two bills. First of all the overdraft line of credit should have covered this, secondly if I was not grandfathered to the overdraft account the policy should have been clearly communicated with the customer.

I am disappointed that Santander Bank engages in this malicious practice in order to secretly charge fees that may be unknown to the customer.Desired Settlement: Request that hidden fees to the customer be waived.

Business

Response:

April 14, 2014Dear **. [redacted]:Thank you for your 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.A. (Santander) on April 8, 2014, and as a representative of the Bank I have been asked to respond.We appreciate your inquiry and can assure you that this matter has been carefully researched in order to assist you.As a courtesy, we have credited your account $70.00 for the fees that were assessed to your account.You stated in your correspondence that you recently opened and Extra20 Checking account, and subsequently you paid several bills. Your account incurred two $35.00 insufficient funds fees and you have requested that the fees be waived because you feel your Overdraft Line of Credit account should have covered this.Upon opening your Extra20 Checking account, you would have needed to arrange to have it linked to your existing Overdraft Line of Credit account. Because it was not linked, your account incurred the two insufficient funds fees.If you are interested in setting up overdraft protection for this account with your existing Overdraft Line of Credit account ending in [redacted], please contact our Customer Contact Center at ###-###-#### or visit your local branch office for further assistance.As previously mentioned, we have credited your account in the amount of $70.00 for the fees that were assessed to your account. You will be able to verify the credit has posted to your account, as the transaction will appear on your next statement as an adjustment.Thank you for taking the time to share your concerns and for allowing me the opportunity to address your concerns. 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: Santander filed a 30 day late notice to the credit services regarding my account, I mailed my payment and Santander promptly lost my check and sent me a late notice, which I responded to with a replacement check. This is the third or fourth check that has been lost by Santander. I sent my replacement check via certified mail, return receipt requested to verify it was received. All my correspondence with Santander is now via certified mail to preclude lost or misplaced mail. Santander maintains my check was past the 30 day limit and filed a report with the credit agencies. I have been paying this loan for over ten years with no problems except this lost/late payment and was surprised when Santander filed the damaging report. Santander replied that they were required by law to file the report and nothing could be done to assist a long standing customer with no credit issues other then to damage their client as much possible. I would like to believe Santander would treat their customers with more consideration and respect then to try and destroy their credit rating but I assume too much.Desired Settlement: Remove the negative information from my credit report.

Business

Response:

May 6, 2014Dear [redacted] & [redacted]:Thank you for choosing Santander Bank, N. and allowing us to assist you with your financial needs.Please accept this letter as confirmation that the research on the above referenced account was completed. No changes have been found effecting the reportingto the credit bureaus for March2014. Due to the Reg Fair Credit Reporting act we are unable to remove accurate reporting to the credit bureau.If you have any questions or are interested in other products and services we offer, please contact our Customer Service Center at (###-###-####) from 7:00 am, to 11:00 pm., 7 days a week. Hearing impaired customers may call ###-###-#### (TTYTDD). Our Team Members look forward to assisting you.Sincerely,Consumer Loan Servicing

Review: I withdrew $143.00 from a [redacted] ATM in [redacted], MA. The ATM charged me a duplicate debit of $143.00 and I called Santander to report that I only withdrew $143.00 and that the ATM charge showed up on my account twice. They informed me that they could not do anything to retract the charge until the account had updated overnight and that it would take 4 business days to get my funds credited to my account. I advised them that this is unethical behavior and there was obviously an error by the ATM and they said that if the two transactions posted to my account, they would have to contact [redacted] and then file a claim to get the money back. I am leaving for a vacation tomorrow and was in need of the funds. I said that there should be protection on my account for unauthorized charges and they said that they cannot stop the transaction at this point. I advised that there was a potential for other transactions to be posted against my account and this could result in insufficient funds. They said that if that occurred I would be charged overdraft fees. I told them that is unethical and they had no response.Desired Settlement: I want the funds to be credited back to my account and no overdraft fees to be charged. I don't want to wait 4 business days.

Business

Response:

March 3, 2014

Dear **. [redacted]:

Thank you for your recent correspondence dated February 18, 2014 to the Revdex.com (Revdex.com).

On February 19, 2014, the Revdex.com forwarded your inquiry to Santander Bank, N.A. (Santander). We received your inquiry 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.

You noted in your correspondence that you performed a single transaction in the amount of $143.00 at a [redacted] Teller Machine (ATM), but your checking account was debited twice. After contacting Santander’s Customer Contact Center, you were advised that you would need to wait for the transaction to post to your account before a dispute could be filed. You were concerned that there was potential for other transactions to post against your account, resulting in insufficient funds. You would like the funds and all associated fees credited to your account.

You were correctly advised that Santander can only place disputes on items that are actually withdrawn from a customer’s account. In addition, the Bank is not able to place a stop payment on a transaction that was authorized at the point of sale but has not yet actually been presented to the Bank for payment. This is because transactions may systematically drop off and never post to an account.

In reviewing the history for your checking account ending in numbers 7671, we found that only one (1) ATM withdrawal transaction in the amount of $143.00 posted to your checking account on February 18, 2014. The duplicate pending payment dropped off during overnight processing and was not posted to your account. We have confirmed that no fees were assessed with regard to this matter.

Thank you for taking the time to share your concerns and for allowing me the opportunity to address them.

If you have additional questions regarding your accounts, please call our Customer Contact Center at ###-###-#### or visit your local Santander branch office.

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 deposited a check and cash on Sept 30 2013. I knew that the check would take a couple days to clear but also knowing that $200.00 would be available. Looking at my online banking the $200 was made available that night. So I transferred $150 to my saving account that is with the same bank. Shortly after I was charged $35.00 unavailable funds fee for doing so. I transferred the money back to the checking account after seeing that. On Oct. 1 2013 called the customer service line and explained that I saw the fee and was questioned it. The first attempt at calling I was told I don't have an account with them and was hung up on. The second attempt I got someone who explained and looked into the account and stated that yes the $200 was made available but I transferred the 150 to soon. I question that cause my checking account doesn't have an overdraft protection or anything that if the available funds doesn't match the transfer or purchase it will decline the transaction. And having my account on my laptop in front of me during the conversation and seeing that all the transactions happened on September 30th 2013. I questioned again how can you make funds available but charge a fee if a person uses the funds. If it says available its clearly under the assumption it can be used. The customer service person ended the phone conversation shortly after and firmly told me its a legitimate fee. As well as my account has a overdraft fees on it before. Which yes it has, I lost one of my jobs and money got tight. But the account hasn't been in the negative for months and I feel that comment was unnecessary for the topic.Desired Settlement: I want the $35.00 fee put back in my checking account.

Review: I have been with the company since Sep. of 2006.Since the first payment there has been problems.They called and asked for another check,that they never received my first one.I gave them a second check over the phone and within 2 hours they cashed the first check too...said it must of been laying on someones desk.I explained that my other bills would not clear now, they said they don't return money.I asked to make installments,they don't allow that.They have sent back a check , wrote that it was over the amount and that they could not except it.I am forced to send my payments certified mail,just so they will cash them on time.In the past year I have tried to refinance with them to a lower interest rate.They have denied multiple times,claiming that my mortgage is less then 31% of my gross income.I explained to them that I am getting furloughed losing$ 400.00 a month,she said that with me bring home$ 1200.00 bi-weeky that their math shows that I can afford to pay$ 1127.00 a month.Who pays their bills with gross incomes?Today again,I talked to 7 women from this company who all told me the same thing.I asked for a forcloser package because I told [redacted](One of their top advisers)that I couldn't continue to pay into A company setting people up to fail.Her only answer was "She was sorry I felt that way,but it was company policy."I asked her "Who in America pays their bills on gross income?"She had no true answer,only it was company policy again.I asked her to transfer me to Forcloser department.I got back to her after 2 more women who all said I don't want to forclose,just to have her say"This is [redacted] and I already told you I cant help you."I responded I know,but this is all your company does is pass me around.Desired Settlement: Is this legal?Can you find anybody who pays their bills based on their gross income?I feel that though this whole exchange,that they truly do not want to be helpful...they surely are not understanding.Any help would be greatly appreciated.

Business

Response:

{Please see attachment.}

Review: My name is [redacted], I am making a complaint to the Revdex.com.com on a bank, named. Santander Bank located on [redacted], PA [redacted]because I am being taken advantage of I have a statement with two PDU forms copy in the bottom of this email with two Bank statements on my account this is the second bank I tried to do business with and both the banks I went to made mistakes I would like to report this and find out what steps I can do to have this issue resolved if you look very good at the statements you can see that I am Missing funds from\\\\\10\06\2014 I made a withdraw in the amount of $200.00. after that I made other transaction for $10.99 and other for $10.99 on the 10\14\2014 and just one for a box of [redacted] for on 10\20\2014. if you can see I am short about a few dollars and there are two Online Statements, what steps can I take for this mistake.This is the Second bank that I lost Money in.Desired Settlement: I would like to know what I can do to get this matter fixed and judged.

Business

Response:

November 10, 2014Dear [redacted]:Thank you for your October 22, 2014, correspondence submitted to the Revdex.com (Revdex.com). The Revdex.com forwarded your inquiry to Santander Bank, N.A. (Santander) on October 28, 2014, and as a representative of the Bank, I have been asked to respond.We appreciate your inquiry and can assure you that this matter has been carefully researched in order to assist you. It is my understanding that you are questioning the balance in your checking account ending with [redacted]. You stated that money is missing from the account and you would like this investigated.In reviewing your account history, we have determined that the transactions you mentioned in your correspondence have cleared your checking account accordingly. Since you did not specifically mention what you feel your account balance should actually be, we are unable to determine if an error has occurred. I have enclosed a copy of your October 2014 statement for your review. Your statement will provide you with a list of all of the daily transactions that have cleared your account for the time period you are disputing, as well as your ending balance for each of those days. Upon reviewing your statement, if you feel that a transaction has cleared your account in error, please contact Ms. Talia C[redacted] in our Customer Relations department. Ms. C[redacted] will be happy to investigate this matter further. Thank you for taking the time to share your concerns, and for allowing me the opportunity to address thern. 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 GVice President Manager Customer Relations

Review: [redacted] wallet had taken out 20.00$ from my account, the same day I noticed that and contacted them. They said they will put it back in my account. I called Santander because I was overdrafted by 55.00 and opted out and was told on the 5th day of being overdrafted I will get charged 35.00 its only been two days. They also told me that my money may not be returned. I did not recieve a schedule of fees when I opened my account. They have been charging me prior to this incident. I keep contacting me and they won't give me my money backDesired Settlement: I would like to be refunded all my charges on the account that was taken away from me. Including over 60$ of charges in August of 2014

Business

Response:

November 5, 2014Dear [redacted]:Thank you for your October 29, 2014 letter addressed to the Revdex.com. Your letter was provided to Santander Bank, N.A. (Santander) on November 3, 2014, and as a representative of the bank, 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. I understand that you are questioning the insufficient funds fees that were assessed to your Santander Student Checking account, ending in numbers [redacted].We appreciate your banking relationship with us, and as a courtesy, we have refunded your account for the $35.00 insufficient funds fee that was assessed on October 28, 2014. The credit will appear on your next monthly statement.For your information, I have enclosed the signature card you signed on March 27, 2014, it states on the signature card that you received the Deposit Account Agreement, the Privacy Policy, the Overdraft Opt-in Notice, and the Fee Schedule. However, you mentioned in your letter that you did not receive the Fee Schedule, As a result, I have enclosed a copy for your reference, as well as a copy of the Simple Facts Brochure for your account.In order for me to explain what occurred on your account, I will first explain the features of the Santander Account Protector, The Santander Account Protector is the result of a 2009 amendment to Regulation E. which is a federal regulation that changed how we process overdrafts for certain transactions. Under this amended regulation, consumers must tell us that they wish to allow us to pay Automated Teller Machine (ATM) and one-time debit card transactions and charge the applicable fees when those transactions overdraw their account. It is important to note that the legislation does not apply to checks, Automated Clearing House (ACH) deductions or recurring debit card purchases. Generally, if customers tell us they will not permit us to charge insufficient funds fees for these transactions, we will not pay them if they overdraw the account. Also, even though we will not assess any insufficient funds fees for ATM withdrawals or debit card purchases if a customer does not permit us to charge these fees, any other type of transaction that we pay will result in insufficient funds fees if there are not sufficient funds in the account to pay the transaction.You elected not to enroll in Santandar Account Protector. With this election you instructed the Bank to not charge insufficient funds fees for paying ATM withdrawals and one-time debit card purchases when there are not sufficient available funds in your account. As a result, the Bank generally will not pay these transactions. Please note that if we do pay these items, which we may be required to do under certain circumstances, we will not assess insufficient funds fees. On October 14, 2014, your checking account had a balance of $0.43. On October 28, 2014, two (2) ACH transactions, totaling $20,43, were presented for payment. The account became overdrawn with the posting of the Second item, and as a result, one (1) insufficient funds fee was assessed. As noted above, your opt-out election means we will not charge insufficient funds fees for ATM withdrawals or one-time debit card transactions. This election does not cover ACH transactions.Santander mails an Overdraft Notice when an account is overdrawn. The Overdraft Notice states that a SUSUained overdraft fee will be assessed on the sixth consecutive business day your account is overdrawn. However, your account was brought to a positive status on October 31, 2014, therefore, your account was not assessed a $35.00 Sustained overdraft fee.Lastly, you mentioned that $60.00 in fees were assessed to your account in August 2014. have enclosed your July 28, 2014 through August 27, 2014 monthly statement. During this time, cash withdrawal fees and ATM balance inquiry fees were assessed to your checking account, and excess activity fees were assessed to your Santander Student Savings account. The Deposit Account Agreement, which is enclosed, contains relevant information about excess activity on page Six (6), Specifically, page six (6) states you may not make more than a maximum of six transfers and withdrawals from your savings or money market savings account to another account of yours or to a third party such as a merchant by means of preauthorized or automatic transfer, by telephone, computer or check or by a Point of Sale purchase during a service fee period. We charge fees when you do this, and will close the account or convert it to a checking account if you repeatedly exceed these limits, The Fee Schedule discloses the amount of the excess activity fee (per item), Federal regulations require we impose these transaction limits so that we may continue to categorize the account as a Savings account. Otherwise, it becomes a checking account.Please know there are actions that can be taken to minimize fees. Cash withdrawals and balance inquiries made at Santander ATMs in the United States, including Washington DC and Puerto Rico, are not subject to fees. To avoid the excess activity fee, you can transfer one large sum to your checking account for which you could then conduct your transactions when you are aware that you need to make several withdrawals or other transactions utilizing funds from your savings account. It should also be noted that withdrawals made in person from a savings or money market savings account at an ATM or any of our branch locations are not Subject to the six transaction limit discussed above.The excess activity fees that were assessed to your Santander Student Savings account are valid and not the result of a bank error.You are a valued customer and we appreciate that you have chosen to bank with us. If you have any additional questions in regard to this matter, please feel free to call Jen Scaffidi, Customer Relations Representative, at ###-###-####.Sincerely,JoAnn GVice President Manager, Customer Relations