Santander

Review: June 6, 2013

Dear Sir or To whom it may concern:

The above loan was paid in full in November 2012. As of this date we have not yet received a release of lien form.

We went to the branch where the loan was processed to ask for their help. Their reply was “we are not allowed to waste our time on the phone to get you the release of lien. You are to call directly the above office to get this release.”

From the middle of February to the middle of May I have spoken to several people at the above office to try to obtain this release. As of this writing we have yet to receive anything.

With this type of attitude it is no wonder that my husband closed the savings and checking accounts. We are still waiting for service that has not yet come.

Would you be so kind as to investigate this matter and send us a reply to our request as soon as possible.

We appreciate your prompt cooperation and attention to this matter.

Very truly yoursDesired Settlement: Would you be so kind as to investigate this matter and send us a reply to our request as soon as possible.

Business

Response:

September 23, 2013

Dear **. [redacted]:

Thank you for your August 8, 2013 correspondence submitted to the Consumer Financial Protection Bureau. The Bureau forwarded your inquiry to Sovereign Bank on August 22, 2013. We also received your August 27, 2013 correspondence addressed to the Revdex.com 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.

First and foremost, I would like to apologize for the service you received in regard to your requests to release the lien on the loan you held with Sovereign. At Sovereign, 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 used for coaching and training purposes, to ensure a better experience for our customers in the future.

Our records indicate that on October 24, 2012, a regular payment in the amount of $301.98 was posted to your loan account. This payment brought your principal balance to $0.00. However, the payment was not sufficient to satisfy the loan in full, as a balance of $306.15 remained outstanding, representing mortgage recording taxes. A letter dated November 7, 2012, was mailed to you at the address noted above to notify you that the loan could not be closed at that time due to the outstanding balance. We do not have any record of a payoff quote being requested by you.

In reviewing your loan account, we determined that the outstanding balance due incorrectly reflected the mortgage recording taxes. According to the Addendum to the Promissory Note and Disclosures that you signed at account opening, you were to reimburse Sovereign for the $307.50 mortgage recording taxes, charged by the State of New York in the event that the loan was paid off within three (3) years of the date of the transaction, which was October 19, 2007. However, since your loan was paid in full in November 2012, which was more than five (5) years after the date of the transaction, you were no longer responsible to pay these taxes, and our inclusion of the recording fee to your balance was done in error.

Please accept my apology on behalf of Sovereign Bank for any inconvenience you have experienced as a result of this oversight. Your loan was officially paid in full and closed on August 22, 2013. A letter notifying you of the closure was mailed to you the following day. Enclosed is a copy for your convenience. Please be advised that we processed the appropriate documentation to release the lien and forwarded it to the county recorder’s office for satisfaction. Once we have received the cancelled document back from the county, we will forward it to you for your records.

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 (1-877-768-2265) 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: Sovereign Bank has reported to the 3 credit reporting agencies Trans Union, Equifax and Experian that I was 30 days late on my payments in the Month of January, and February 2013. They have also not excepted my overpayments 2 time to go towards an annual fee of which I had no knowledge of.Desired Settlement: Report to Trans Union, Equifax and Experian credit reporting agencies that I was not 30 days late and paid as agreed.

Business

Response:

{Please see attachment.}

Review: On 08/19 Satander began charging me Overdraft fees, for multiple transactions, over the course of 6 days. The Overdraft fees totaled $315. At no point during those 6 days was I notified via phone or email that this was happening. I was on vacation at the time. It would be clear from the out of state transactions that this was they case, yet no one attempted to reach me, rather, they continued to charge these ridiculous fees. I called corporate, explained that a transfer initiated from another bank the previous week, did not clear till 08/26. The prior time it took only two days, this time it took nearly 11 days. I can't explain why, but what I do know is that no effort was made to reach me over the course of those 6 days. I called the corporate office and spoke to Josh Perez, who was unwilling to waive any more that two of these fraudulent charges, even after confirming I had an unused $5000 overdraft line of credit that remained untouched.

I have been a Santander customer for 13 years. I recently dealt with two back to back issues regarding fraud on my account. Unless I'm issued a refund for these changes, which are preventing me from paying my car insurance, and mortgage, I will close my account, and leave this case opened.Desired Settlement: refund 315 dollars in overdraft fees

Business

Response:

September 19, 2014Dear [redacted]:Thank you for your August 31, 2014 letter submitted to the Revdex.com. The Revdex.comforwarded your inquiry to Santander Bank, N.A. (Santander) on September 8, 2014, and as a representative of the Bank, I have been asked to respond.We appreciate your inquiry and can assure you that this matter has been carefully researched in order to assist you. It is my understanding that you are questioning the insufficient funds fees that were assessed to your checking account ending in numbers [redacted], Specifically, you feel the fees are incorrect because you have $5,000.00 available on an Easy Access Line of Credit (EALOC), ending in numbers [redacted].You mentioned in your complaint, that on August 27, 2014, you had a telephone conversation with [redacted], a Lead representative in the Customer Contact Center, and that during this telephone call, [redacted] stated that you have an "unused $5,000.00 overdraft line of credit that remained untouched. "We have retrieved and reviewed this particular conversation, and in doing so, we found that [redacted] did not discuss your EALOC with you at all. Your conversation revolved around the fees that were assessed to your account. [redacted] did suggest that you set up an “alert" on your account So you can obtain certain account information electronically.In an effort to assist in resolving your concerns, note that you currently have two (2) line of credit accounts. Your EALOC ending in [redacted] was opened and linked for overdraft protection for your Classic Checking account ending in [redacted], which was closed on March 26, 2013, Your EALOC is currently not linked to any checking account for overdraft protection. Because your Classic Checking account was closed, we sent you a letter on July 15, 2013, informing you that the automatic payment for your. EALOC from your Classic Checking account had been cancelled. Your other EALOC ending in [redacted] was opened and linked for overdraft protection for your extra20 checking account ending in numbers [redacted]. In the event your extra 20 checking account is overdrawn, funds are automatically transferred from your EALOC to cover the overdraft amount plus the transfer fee. No transfer occurs, however, unless the full amount of the overdraft plus the transfer fee is available in the EALOC.On August 18, 2014, the balance in your extra 20 checking account was $00.00. On August 19, 2014, three (3) items were presented to the checking account, which totaled $57,00. In order for the overdraft transfer to occur, you needed to have $57.00 plus the transfer fee of $12.00 or a total of $69.00 available in your EALOC. However, the available balance in your line was only $63.56. Since the balance was not sufficient enough to cover the total amount needed in your extra20 checking account, funds did not sweep from your EALOC to your checking account, Therefore, your checking account became overdrawn, and the insufficient funds fees were assessed. It should be noted that Santander mails an Overdraft Notice when an account is overdrawn and transaction and balance information is regularly updated in Online and Telephone Banking. The account was brought into good Standing on August 26, 2014, when your paycheck and your $500.00 transfer from [redacted] Bank posted to your extra20 checking account. We have confirmed that we received the [redacted] Bank transfer with an effective date of August 26, 2014, which is the same day that it was posted to your checking account. If you feel there was a delay with the time frame of this transfer, you would need to contact [redacted] Bank to discuss the matter further.Customers must tell us that they wish to allow us to charge fees for paying Automated Teller Machine (ATM) and one-time debit card transactions when those transactions overdraw their account. When customers agree, the customer is enrolled in the Santander Account Protector. It is important to note that the Santander Account Protector does not apply to checks, Automated Clearing House (ACH) deductions or recurring debit card purchases. Additional information is contained on pages 26 and 27 of the PDAA, which I have enclosed.At the time that your account became overdrawn you had elected to "opt-in" to and take advantage of the Santander Account Protector. This election gave us your consent to provide authorization for transactions, even though there may not have been sufficient available funds in your account, and to charge you insufficient funds fees. It is for this reason that transactions were able to post to account, which became overdrawn. You can change your election in the Santander Account Protector by calling the Customer Contact Center at [redacted].As a result of the information provided above, the insufficient funds fees were properly assessed to your checking account. In fact, in reviewing your account, two (2) $35,00 fees were refunded on August 27, 2014. It is for this reason that the remaining fees that were assessed to the checking account will not be refunded. However, if you would like to add the EALOC ending in [redacted] as additional overdraft protection account, you can do so by speaking to a Customer Contact Center Representative or visiting a local branch office.Finally, our records indicate that your debit card disputes were resolved in May 2014. If this is not the case, please call the Customer Contact Center.Thank you for taking the time to share your concerns, and for allowing me the opportunity to address them. Should you have any additional questions in regard to this matter, please feel free to contact Ms. Jen S[redacted], a Customer Relations Representative, at [redacted].Sincerely,Jo Anne GVice President Manager, Customer Relations

Consumer

Response:

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

This matter is not resolved. In this age of cell phones and emails, "mailing" these notifications is unacceptable. Assuming I do not receive a credit for the overdraft fees I will be ending my more than decade long relationship with this bank, and advising anyone I know to steer clear because of ethically questionable practices like this.

Regards,[redacted]

Business

Response:

See Attachment.

Consumer

Response:

Written notification that you had been charging me an outrageous amount in overdraft fees, that arrive a week after the damage is done, is unacceptable, and I'm sure done by design. I do not accept your response, and consider your practice of "mailing" these notifications underhanded at best. I have opened and account with [redacted], and have rerouted my direct deposit. As of my next paycheck at the end of this month I will cease using the debit card provided by your bank, and will close the account as soon as possible. I'd like to say it was a pleasure doing business from you, but essentially stealing 10% of my paycheck in one month, and MAILING me notifications about it so I could not stop the damage while it was actually happening(convenient for Santander), prevents me from doing that.

Review: [redacted]

I am rejecting this response because:

Regards,

Business

Response:

October 15, 2014Dear [redacted]:Thank you for your October 9 2014 correspondence regarding [redacted], which we received on October 14, 2014.It is my understanding that [redacted] has advised you that he is in the process of moving his accounts to another financial institution and that he continues to question the insufficient funds fees that were assessed to his checking account. Santander Bank, N.A. (Santander) has addressed this issue with [redacted] on several occasions, have enclosed our two prior responses, in which you were carbon copied. Our response, in this matter, has not changed.Thank you for taking the time to share [redacted]' concerns, and for allowing me the opportunity to address them. Should you have any additional questions in regard to this matter, please feel free to contact Ms. Jen S[redacted], a Customer Relations Representative, at [redacted].Sincerely,Jo Anne GVice President Manager, Customer Relations

Review: The bank has furnished $420 in overdraft fees (only $70 of which was returned) on my checking account, an account which they claim I "opted into," meaning that I authorized them to overdraft my account. However, this is something that I never did. Not once did I ever consider opting into this program, specifically for the purpose of avoiding these fees.

Another component to this situation that has left me feeling slighted is the fact that they paid out $7 transactions, while attaching $35 overdraft fees to each transaction. It says in the company policy that they reserve the right not to issue overdrafts at their discretion. Well, who authorized a $7 overdraft, knowing that a $35 fee would come attached to it?

When I called in the hopes of having my fees refunded, I was told that "there was nothing they could do," and that I could not prove that I never opted in. When I asked them to furnish me with the date upon which I opted in, they said that they did not have that on record, a claim I find hard to believe, given the fact that there would have been a digital record of it occurring. This situation has left me feeling robbed, and I would really appreciate some help from the Revdex.com.Desired Settlement: I only want the return of my fees. They were levied on the basis of somebody arbitrarily opting me into a program to which I never opted in, and should be just as easy to remove.

Business

Response:

October 1, 2014Dear [redacted]:Thank you for your September 24, 2014 correspondence submitted to the Revdex.com. The Revdex.com forwarded your inquiry to Santander Bank, N.A. (Santander) on September 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 my understanding that you are questioning insufficient funds fees that were assessed to your checking account, ending in numbers [redacted]. Specifically, you noted that the fees are incorrect because you did not elect to opt in to the Santander Account Protector.First and foremost, I would like to apologize for 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.In researching the concerns you presented, we determined that you opened your Santander Student Checking account at the [redacted] Branch on July 29, 2013. Ms. Marilyn L[redacted], a Personal Banking Representative, assisted you with the account opening process. She confirmed that you did not elect to enroll in the Santander Account Protector. It appears, however, that an opt-in election was selected in error for your account.Ms. L[redacted] has refunded the insufficient funds fees that were assessed to your account. The fee refunds are as follows:Date Refund Amount September 18, 2014 $ 70,00 September 25, 2014 $140,00 October 1, 2014 $105.00 $315.00Ms. L[redacted] spoke to you in regard to this matter on September 30, 2014, and provided all of the above fee refund amounts to you. She indicated that you were satisfied with the amount of the refund. She did not reverse the insufficient funds fee that was assessed on September 11, 2014, as it was associated with a check.Your election for the Santander Account Protector was cancelled on September 18, 2014. This means that we generally will not pay any ATM and one-time debit card transactions if you do not have sufficient funds in the checking account to cover the transactions.Again, on behalf of Santander please accept my apologies 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. 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 Ms. L[redacted] at ###-###-#### or Ms. Jen S[redacted], a Customer Relations Representative, at ###-###-####.Sincerely,JoAnn G Vice PresidentManager, Customer Relations

Review: Mr. B[redacted], CEO, President

Santander Bank

[redacted] Ma [redacted] July 31, 2014

Re: [redacted], checking account, Debit Card [redacted]

Dear Mr. B[redacted]:

I am very disturbed by Santander Bank policy to illegally withhold double amount of cash of advanced cash by me over the last two years, destroying illegally my credit and putting me in stranded financial situation during my travel as well as outraged by lack of competence, disservice and arrogant and aggressive attitude of Your customer service today, that left me without having access to my account to pay my accommodation and airline ticket to come back to [redacted], and missing my medical appointments.

Over the last two years, starting October 2012 I am experiencing Santandar Bank illegally ( with no authorization code) withholding me double amount of my advance cash withdrawal in different Financial Institutions, namely [redacted] in Texas and [redacted] Bank in [redacted] Florida, July 16 of $500 and July 28, 2014 of $200 , overdrawing my checking account and destroying my credit. It also put me in stranded financial situation July 16, 2014 and July 31, 2014 with no access to my checking account to pay for my accommodation and airline ticket to [redacted] July 31, 2014 to attend my medical appointments. Such withdrawals are illegal as the withholding transaction is lacking authorization code as each bank transaction should have. I also discovered the withholding of $200 July 31, 2014 was misrepresented as it was defined as “purchase” that is devious accounting practices constituting misrepresentation and deceipt.

July 31, 2014 I spent 7 hours on the phone with Santander Customer service ###-###-####, talking to 6 different agent, none of them willing or knowing how or competent or interested in resolving the problem of my account being overdrawn by $189 due to duplicate withholding $200 cash advance at [redacted] Bank July 28, 2014 and assist me in availing me access to my checking account to pay for my return ticket to [redacted] and my accommodation and to meet my medical appointments in [redacted], presently being in two orthopedic boots bilaterally and on crutches due to feet fractures.

My conversation were as follows:

1. 10AM- I spoke with Bonnie, the supervisor she confirmed to me she was. After 40 minutes on the phone, she offered me looking into unfreezing my account upon contacting other department and call me back within one hour.

2.

2. As she did not call back, I called back to find out there was no Supervisor called Bonnie, the agent switched me to yet another “supervisor” Mr. G[redacted].

Mr. G[redacted] stated would have to “research my account” that would take the time with no guarantee he could get back to me today”. I requested then to speak to his supervisor with understanding that Mr. G[redacted] supervisor might have the authority to resolve it, the authority Mr. G[redacted] implicitely stated he did not have.

ON my request, Mr. G[redacted] became offensive and multiple time rejected my request to let me speak to the Manager and refused to give the Manager my number to call me. Mr.G[redacted] with arrogance stated he is the highest and the only level person I could speak to and no Manager would want to speak to me. He kept refusing me access to the Manager to assist me even after I stated such obstraction is a violation and might lead to looses his job.

.

MR. G[redacted] OFFERED ME TO DO THE ‘REASEARCH AGAIN, ‘AND CALL ME WITHING 2 HOURS.

AS HE DID NOT CALL BACK I CALLED 877 NUMBER AGAIN.

MR.G[redacted] stated that it was [redacted] Bank that withhold my $200 overdrawing my account, and there is no resolution to it now or ever, there is nothing to be done. HE WAS INSISTENT IN THAT AS WELL AS OBSTUCTION FOR ME TO SPEAK TO THE MANAGER STATIGN EACH MANAGER WOULD TELL ME THE SAME IT IS [redacted] WITHHOLDING ME MONEY. HE KEPT REPEATING THERE WAS NO RESOLUTION AND TALKING ME OVER STATED MULTIPLE TIMES IT WAS MY FAULT TO MAKE ADVANCE CASH TELLING ME HOW TO MANAGE MY ACCOUNT AND NOT TO DO THE CASH ADVANCE, IN SPITE OF MY ARGUMENT OF CASH ADVANCE IS A LEGAL AUTHORIZED BY SANTANDER TRANSACTION

MR. G[redacted] ENDED BY REAPITING THERE WAS NO RESOLUTION TO THIS AS IT IS [redacted] BANK FAULT REFUSING ALWAYS TO CALL THE MANAGER TO ASSIST ME AND REPEATING HE WAS THE “ONLY ONE I COULD TALK TO”

3. AT 2PM I CALLED 877 AGAIN AND GET THROUGH TO THE MANAGER MRS. O[redacted] PH. NO. ###-###-####

MRS. O[redacted] STATED ALSO IT WAS [redacted] BANK THAT WITHHOLD MY $200 DUPLICATE, REQUESTING [redacted] BANK LETTER TO CONSENT TO RELEASE MY ACCOUNT. ON MY QUESTIONS WHY I WAS NOT INFORMED ABOUT THIS BY TWO PREVIOUS AGENTS, MRS OLIVIERA STATED THE NOTES SAID THE AGENTS TALKED TO ME ABOUT IT. AS I WAS DISABLED AND IT WAS END OF DAY I OFFERRED MRS. O[redacted] TO FIND [redacted] BANK TELEPHONE NUMBER FOR HER TO CALL. SHE REFUSED STATING SHE WILL TRY TO RESOLVE IT WITH SOMEONE ELSE AND CALL ME BACK BY 3.30PM HER END OF DAY. SHE DID NOT CALL EVEN THOUGH IN THE MEANTIME I RELOCATED MYSELF TO THE [redacted] BANK IN SPITE OF MY PHYSICAL DISABILITY TO SATISFY MRS. O[redacted] REQUEST TO FAX TO HER THE LETTER FROM [redacted].

4. AT 3.40PM I CALLED IN AGAIN 877 NUMBER, LEARNING FROM MR. S[redacted] MRS O[redacted] WAS GONE.

MR. S[redacted] REFUSED TO GIVE ME HIS FAX NUMBER FOR THE [redacted] BANK TO FAX THE AFFIDAVIT TO SANTANDER, AND REFUSED TO TALK TO [redacted] MANAGER I WAS SPEAKING TO TO RESOLVE IT. HE WAS RAMBLING THAT IT WAS SANTANDAR THAT WITHOLD AND DUPLICATED WITHHOLDING DOUBLE ADVANCE CASH TO $400 RAMBLING IT WAS PART OF CUSTOMER AGREEMENT, IN SPITE OF MY OBJECTIONS IWAS NEVER AWARE OR INFORMED OF SUCH AND ALL PREVIOUS AGENTS PUTTING THE BLAME ON [redacted] BANK..

MR. S[redacted] REFUSED ALSO TO GIVE ME DETAILS OF MY ACCOUNT I LEARNED PREVIOUSLY IT WAS CLASSIFIED AS $200 “PURCHASE CORRECTION”.

HE WAS INCOMPETENT, ARROGANT AND ADAMANT NOT TO ASSIST AND REFUSING TO LOOK INTO MY ACCOUNT HISTORY ALWAYS RAMBLING OTHERS DID IT AND STATED THERE WAS NO RESOLUTION.

5. AFTER SPEAKING TO [redacted] BANK MANAGER WHO INFORMED ME OF NO INQUIRY OF SANTANDAR BANK INTO “200 CASH ADVANCE ‘ AS CUSTOMARILY PROCESSED IN CASE LIKE THAT WITH IMMEDIATE RESOLUTION WITHIN A DAY, I REALIZED NONE OF SANTANDAR BANK CUSTOMER SERVICE FIVE AGENTS I SPOKE TO IN OVER SIX HOURS NEVER DID ANYTHING TO RESOLVE THIS ISSUE NEITHER CONTACTED [redacted] BANK, THE FIRST STEP INTO INQUIRY PROCESS.

6. I CALLE IN AGAIN 877, WITH MR. S[redacted] ANSWERING AGAIN REFUSING ASNWER MY QUESTION REGARDING DOUBLE TRANSACTION OR THE DATES OR THEIR CLASSIFICATION AND ANYTHING ELSE EXCEPT FOR RAMBLLING OTHERS DID IT AND THERE WAS NO RESOLUTION. EVEN AFTER I STATED THAT IN CASES OF STRANDED FINANCIALLY CUSTOMER DUE TO THE ILLEGAL HOLD UP ON MY CHECK ACCOUNT, ABSENT AUTHORIZATION CODE, THE CUSTOMER RELATIONS SHOULD RESOLVE THE PROBLEM TO ENABLE ME TO HAVE ACCESS TO MY ACCOUNT TO BUY MY AIRLINE TICKET AND PAY ACCOMODATION. MR. S[redacted] WAS ARROGANT AND INCOMPETENT AND DISSERVIANT.

7. ON MY REQUEST MR.S[redacted] CALLED IN YET ANOTHER LEAD TEAM MANAGER, EQUALLY ARROGANT, REFUSING TO ASSIST ME AND INSTEAD TO VERBALLY ATTACK ME STATING I DID CASH ADVANCE BEFORE , IN APRIL, AND SHOULD TAKE BLAME FOR ALL OF IT. HE HUNG UP ON ME AS I WAS STATING THAT CUSTOMER SERVICE IS TO ASSIST CUSTOMERS TO RESOLVE PENDING ISSUES ESPECIALLY IN STRANDED FINANCIAL SITUATIONS, LIKE OTHERS DID BEFORE ON SUCH OCCASIONS.

OUTRAGESELY I WAS HUNG UP BY LEAD MANAGER LEAVING ME WITH NO ACCESS TO MY CHECKING ACCOUNT AND STRANEDED UNABLE TO BUY AIRLINE TICKET TO [redacted] AS WELL AS TO PAY FOR MY ACCOMMODATION.

EVEN THOUGH IT IS CLEAR THE SANTANDAR BANK CUSTOMER RELATIONS DO NOT CARE ABOUT CUSTOMER BASE, MYSELF BEING THE CUSTOMER FOR OVER 30 YEARS STARTING WITH FLEET BANK AND TAKEN OVER SANTANDAR, THE CORPORATE CULTURE AND CUSTOMER SERVICE IS DEMEANING.

I WILL REPORT SANTANDAR BANK TO HIGHER BANKING AUTHORITIES FOR THE ILLEGAL WITHHOLDING OF MY ADVANCE CASH, DAMAGING MY CREDIT AS WELL AS OUTRAGEOUOS FINANCIAL HARDSHIP I WAS SUBJECTED STILL UNRESOLVED BY SANTANDAR BANK BY BANK POLICIES WITH NO FAULT ON MY OWN.

I ALSO REQUEST IMMEDIATE RESTORATION OF MY CHECKING ACCOUNT TO AVAIL ME BUYING MY AIRLINE TICKET AND PAY FOR MY ACCOMMODATION.

I ALSO REQUEST THE COMPENSATION FOR MY ACCOMMODATION COSTS AS WELL AS AIRLINE TICKET I WOULD HAVE TO PAY AT MUCH HIGHER COSTS.

SINCERELY YOURS,

[redacted] MA [redacted]Desired Settlement: see details

Business

Response:

August 29, 2014Dear [redacted]:Thank you for your August 1, 2014 correspondence submitted to the Revdex.com, Metro Washington DC and Eastern Pennsylvania. They forwarded your inquiry to Santander Bank, N.A. (Santander) on August 6, 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 displeased with the holding of funds in connection with cash advances you obtained with your Santander Debit [redacted], Additionally, you stated that when you contacted our Customer Contact Center, our customer service representatives were not able to provide you with the authorization codes for the transactions in question and you felt they were rude,As providing exceptional service is our goal at Santander, 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.To address your concerns regarding the Bank's holding of funds, when Santander receives a request from a merchant or other financial institution to authorize a withdrawal from your account using your debit card, Santander places a three (3)-day hold on your account for the amount of the transaction. Once the transaction is finally presented for payment against your account by the merchant or other financial institution, the system attempts to match the transaction that is being presented with the transaction that caused the hold. If the match occurs, the hold is released. If the transaction is presented in such a manner that it cannot be matched, which happened in this case, the hold is not released until the third day. This is why a hold may remain for a short period of time even after the transaction had posted to your account. Unfortunately the bank in which you did the transactions submitted the initial authorization and final transaction in two different forms.The Bank's representatives have the ability to remove the authorization hold but if the request to release the hold is made on the day the hold is scheduled to be removed, we do not have the ability to remove the hold as it is scheduled to drop that day. During the telephone conversations with several of our Bank representatives, we found that the authorization codes you requested could have been provided to you. We apologize that this information was not given to you at the time you requested it. The authorization code for the transaction for July 11, for $500.00 is [redacted] and the authorization code for July 28, for $200.00 is [redacted]. Although, agents were unable to provide the authorization codes, you also mentioned that our agents were rude. Our telephone calls in Customer Contact Center are recorded and we found no evidence that our Representatives were rude.In your correspondence you mentioned that your checking account ending in [redacted] was $189.00 overdrawn due to holding your transactions twice. During this time, your account was not assessed insufficient funds fees nor was your credit affected by the funds being on hold. Once the transactions posted and the holds were dropped, the account had a positive balance.We have contacted you several times at your daytime telephone number listed in your Revdex.com complaint on Thursday, August 21, and Friday, August 22, 2014. We left two (2) messages for you to contact Anthony C[redacted], Customer Relations Representative.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.Sincerely,JoAnn G[redacted]Vice President Manager, Customer Relations

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Review: [redacted]I am rejecting this response because:There is no offer of any sort from Sandander Bank, for inconveniencing me by blocking my access to my checking account to buy airline ticket to return to [redacted] for 3 days and pay for my accommodation in the meantime.

Additionally the Santander SA letter represents misrepresentation of facts, specifically !. denying the fact that Santander Bank withheld double amount ($400) of cash advance ($200) that put my account in overdrawn, ruining my bank credit records

It was not simply putting $200 advance on hold for $3 days, but putting double of $200 that is $400 on hold

2. The hold up was for 5 days not 3 days

3.I contacted Santander Bank a day before removing the hold up and as per the letter Santander Bank agents, 7 of which I spoke with, had authority to remove the hold up especially knowing I was travellin in Florida, needed to buy my airline ticket and pay for my accommodation. They did nothing, including branch Manager [redacted], [redacted] who left Friday home leaving me with no access to funds, hunging up on me practically stating she would call me when she "finish" her reseach, which she did Monday night well after the weekend, with no information whatsoeve, any more that I gave her three days prior.

4. The hold up on my account had nothing to do with [redacted] where I had cash advance of $200, It happens to me over the last 2 years , since November 2012, with dealing with many different banks. It is not [redacted] Bank giving inconsistent information toSAntander Bank, but Santander BAnk itself who is in fault

5. The authorization number is missing on second transaction of additional $200 put on hold by Santander Bank after withdrawing first $200 that has authorization number. It is too bad the Santander BAnk still did not reasearch this complaint correctly and denies

The double $200 that is additional hold up of $200 with no authorization number is unauthorized and illegal therefore transaction as I had it researched with [redacted] back in November 2012 since when Santander Bank first and still now keeps doing those illegal holdups transactions.

I consider Santander Bank further misrepresenting the issues including the answers which are not true. Santander Bank denials further undermines its credibility of its services to public sector and I will report Santander Bank to regulatory agencies for illegal holding up of funds on my advance cash transactions and ruining my bank credit by putting me in overdrawn, regardless lack of penalty for it. Also Santander Bank put me in severe hardship as well as emotional rallacoster by statements the additional hold up was caused by Trust Bank as well as threatening me those funds might be subject to investigation .

I flatly reject Santander Bank letter due to its inaccuracies and lack of any good will by lack of any offer for inconvenience. It shows lack of accountability for its disservice to the public.

Regards,[redacted]

Review: My checking bank account with Sovereign Bank (Under the Santander Group) was overdrawn from purchases I did NOT authorize. I contacted several costumer service agents who told me that I should get the purchased ite** returned since I was aware who authorized these purchases. The person who made the purchase was more than willing to return the ite**. The costumer service agents told me once the purchases were returned and refunded, the bank would refund my overdraft fees. Once I was refunded for the purchases, I called Santander who then proceeded to tell me that they did not know what I was talking about and that I was lied to by THEIR costumer agents (I can't manage to understand how four members of your staff can go around misinforming your members with the same exact information.) They then proceeded to say that the overdraft fees would not be returned even though I did NOT authorize the purchase and I should basically just pay them. There reasons for not refunding me were that I did not plan to put money in the account (obviously why would I be putting money in an overdrawn account?) and that I did not file a dispute with Santander (even though I spoke with four costumer service representatives, I cannot fathom how NONE of them did not file a complaint or take note of the information I was relying to them). How is it fair that I am paying charges for a purchase I did not authorize. It's just as if I were paying for overdrawn purchases done by a thief.

Santander did NOT warn me of the overdraft fees. I accumulated 6 charges (the maximum). Only after they charged me the MAXIMUM did they warn me about the charges. The proceeded to contact me several times a day AFTER they charged the maximum.Desired Settlement: I want the overdraft fees refunded.

Business

Response:

April 15, 2014Dear **. [redacted];Thank you for your March 26,2014 letter addressed to the Revdex.com of Washington DC and Eastern Pennsylvania. They forwarded your concerns to Santander Bank on March 31, 2014, and n a representative of the bank I have been asked to respond.We appreciate your inquiry and can assure you that this matter has been carefully researched in order to assist you. It is our goal at Santander Bank, N.A, to provide exceptional customer service and to carefully review matters raised by our customers.First and foremost, on behalf of Santander Bank, X sincerely apologize for any inconvenience and frustration this matter has caused you. At Santander, we take these issues very seriously and work hard to deliver exceptional service to our customers. The level of service you described is not at all consistent with our expectations. Please be assured that the details of this situation have beet used for coaching and training purposes, to ensure a better experience for our customers in the future.You stated in your letter that you are questioning why you were advised that after the unauthorized purchases that were made on your account through [redacted] were returned you would be refunded for all the overdraft fees that were assessed to your accountUpon researching your concerns, we reviewed several telephone calls between yourself and several Customer Contact Center agents in February of 2014. Upon reviewing these telephone calls we found that you received conflicting information and for this we sincerely apologize.We are in the process of refunding your account for all the overdraft fees you were assessed. Your account will be removed from [redacted] and no negative information will be reported. A total refund in the amount of $185.92 will be issued to your closed checking account [redacted] and it will be considered paid in full.Please accept my sincere 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 [redacted], of the Customer Relations department at ###-###-#### or visit 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 closed all of my banks accounts with Sovereign for than two years ago. In Jan 2013 [redacted] made an automated( onetime withdrawal) from this account using routing number and account info I provided them more than five years ago. I did forget to erase this account but I do not do a lot of business since no transactions were made to Sovereign in the past two years. The Bank advised me that since they had my closed bank account and tracking number they were allowed to reactivate the account (without my permission or knowledge) With in one week or so I accrued two 35.00 "insufficient Funds" penalties . It is true I ignored several out of are phone calls that used automation to require me to provide personal infomation without any insight to the problem. Since we closed the account we went on with our lives. Until we received a letter dated Feb. 20 2013 that informed us that we owed $72.00 and that we were reported to the credit Bureaus. I (today) called the bank and learned what had happened. I question how someone other than myself or wife can reopen a closed account with no funds and collect from it. They (Bank collecton dept) said that with the routing number and account number they could. I don't see how I'm responsible for their fees. I did try to negotiate the fees down and have my bad credit report removed. They refused both and said that they would just add that the account had be settle to the credit reportDesired Settlement: Would like to have my credit fixed and pay reduced fees plus the $2.00.

Business

Response:

{Please see attachment.}

Review: Phone calls from Sovereign bank offering products (loans, accounts) are a real problem to me. They are currently calling me on a daily basis and often times multiple times a day. I have records from my phone service company to prove it. My phone has been on the Do Not Call list since 2008. I have also filed a complaint with the government Do Not Call list service. I have told people calling me to stop and to remove my number from their list since months ago, but unfortunately this has all been to no avail. I'm really desperate as these daily calls became upsetting and there is no way for me to make them stop. They do not have any consideration for people's privacy and do not respect other's requests for peace. Most calls come from numbers [redacted] and [redacted]. I'm filing this complaint in the hopes that you can help me convey Sovereign bank the message that there is no use in torturing people this way, it is counterproductive, they should know better! Please helpDesired Settlement: Sovereign bank to PLEASE STOP calling my number [redacted] registered in the DO NOT CALL list since 2008

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.

Regards,

Review: I was traveling in the UK and went to use a Santander Bank atm twice while there thinking that since I bank with them all I would deal with fee wise would be a foreign exchange fee since I am a member of the bank. Instead, they charged me $6 for each transaction on top of the foreign exchange fee for using my own banks atm with no notice on the atm at the time of withdrawal.Desired Settlement: I would like a $12 refund for the two transactions.

Business

Response:

August 7, 2014Dear [redacted]:Thank you for your July 21, 2014 correspondence that was submitted to the Revdex.com (Revdex.com) of Metro Washington D.C. and Eastern Pennsylvania. The Revdex.com forwarded your inquiry to Santander Bank N.A. (Santander) on July 23, 2014, and as a representative of the Bank I have been asked to respond.We appreciate your inquiry and can assure you that this matter has been carefully researched in order to assist you. It is our goal at Santander to provide exceptional customer Service and to thoroughly review matters raised by our customers.It is my understanding that while you were traveling in the United Kingdom (U.K.), you Completed two (2) withdrawal transactions at a Santander Automated Teller Machine (ATM) on June 23, 2014. You mentioned that your checking account ending in [redacted] was assessed two (2) $6.00 international transaction fees for completing the ATM withdrawals. You are requesting that the Bank provides you a refund in the amount of $12.00, because there was not a notification on the ATM informing you of the applicable fee.In December of 2011, we included an insert with your monthly statement informing you of important changes to your account. The insert Stated that beginning February 1, 2012, the Bank would begin assessing a 4% International Transaction fee for all ATM and debit card transactions completed outside the 50 United States. It also Stated that a $6.00 fee would be assessed for all ATM withdrawals that occurred outside the 50 United States. As of February 14, 2014, ATM withdrawals completed at a Banco Santander ATM in Mexico or Puerto Rico will no longer be assessed a $6.00 fee. Enclosed is a copy of the insert for your review along with a copy of Santander's Personal Deposit Account Fee Schedule.The ATM at which you made the withdrawals in outside the 50 United States and is owned and operated by one of our affiliates, Santander UK plc, which is a bank chartered under English law and which operates in England. In addition, the requirement regarding displaying ATM fees applies to ATMs owned and operated in the United States. Because the international ATM withdrawal fees were assessed to your checking account accordingly, a refund will not be forthcoming in regard to this matter. Our records indicate that you requested your checking account to be closed on July 28, 2014. For your review, enclosed is a copy of your closing 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 contact Anthony C[redacted], Customer Relations Project Analyst, at [redacted].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.Sincerely,JoAnn G[redacted]Vice President Manager, Customer Relations

Review: On June 27 I deposit check# [redacted] in the amount of $1,290.00 and check# [redacted]in the amount of $1,280.00 for my daughter [redacted]. On June 28th went back to the back to see if the checks had cleared told no. On June 30 went back to the bank and see if the checks had cleared told by bank teller no. On July 1st which was a Tuesday went back to the bank and was told the checks was cleared. Once knowing the money is in my account I withdrew $2,500.00. On July 2nd went back o the bank and withdrew $50.00. On July 3rd went to make a deposit in the amount of $460.00 and my account was $2,500.00 negative. My complaint is the bank did not allow the money for the checks to clear, and gave me money which was not available and had insufficient funds in the persons account who written the checks to my daughter [redacted]. The bank has messed up my checking account with there unexcused actions and caused my credit to be poor. I would like to know also is there many complaints about Santanders Bank processing insufficient fund checks.Desired Settlement: To return my $460.00 back into my checking account and take responsibility for cashing checks with insufficient funds by written it off my account.

Business

Response:

July 18, 2014Dear **. [redacted]: .Thank you for your July 8, 2014 correspondence to the Revdex.com (Revdex.com). Santander Bank N.A. received a copy of your inquiry from the Revdex.com on July 14, 2014. As a representative of the Bank, I was asked to respond.It is my understanding that you have concerns regarding check deposits that were returned on your account as well as concerns about overdraft fees that were assessed in relation to the matter. Specifically, you are questioning why the Bank permitted you to conduct a withdrawal of funds from the checks in question if those checks had not yet "cleared" at the time of your withdrawal request.First and foremost, I wish to offer my apologies for any inconvenience this matter has caused you. We appreciate your inquiry and can assure you that this matter has been carefully researched in order to assist you.On June 27, 2014, you deposited two (2) checks totaling $2,570.00 to your checking account. Thereafter, I understand that you inquired as to when the funds from the deposit could be withdrawn. On July 1, 2014, a branch representative informed you that the funds from the checks were available for withdrawal. Subsequently, you conducted a withdrawal of $2,500.00 from the account that day. On July 3, 2014, you learned that the checks that you deposited on June 27, 2014, were returned unpaid and that the amount of the checks ($2,570.00) was deducted from your account by the Bank. As a result, the account became overdrawn and was assessed overdraft fees.In reviewing this matter, it appears that when the representative informed you that the funds were available for withdrawal on July 1, 2014, this information may have been misinterpreted by you to mean that the deposited checks had "cleared" the bank on which they were drawn. We empathize with you over the confusion that occurred.For your convenience, enclosed please find a copy of our Personal Deposit Account Agreement (PDAA) which discloses the terms and conditions of our accounts, including the Funds Availability Policy (beginning on page 35). We note that the Funds Availability Policy is also displayed in our branches where deposits are accepted. You should know that federal regulations requires the Bank to adopt a policy regarding making funds from deposited checks available and disclosing that policy to our customers.Funds from items you deposit are made available to you even if the item in question has not cleared the bank on which it was drawn. The Funds Availability Policy provides that the first $200.00 of all checks deposited on a business day will be available on the first business day after the day of deposit, with the remaining funds available no later than the second business day after the day of deposit, which are the timelines established by federal regulations. The Funds Availability Policy allows customers predictable access to their deposits but does not mean that a deposited item(s) has "cleared" the institution on which it was drawn. We often do not know at the time we make funds available whether the check will be paid. Deposited items may be returned unpaid by the bank on which it is drawn at various times following the deposit of a check and may take several days to a week or more. Therefore, unless we receive notification that a check that has been deposited is being returned by an institution, Santander has no knowledge of when an item drawn on an outside institution has actually "cleared" their system.If any deposited item is returned to us unpaid, regardless of why it is returned, we reserve the right to debit your account for the amount of the item. For this reason, we underscore in bold face type in our PDAA that customers should always know who is giving them a check and why. If the check that you deposit is counterfeit or is returned because there are insufficient funds in the account on which it is drawn, or for any other reason, you will be responsible for the amount of the check.On July 1, 2014, you were correctly informed that the funds from your deposit were available to be withdrawn. In the same manner, the fees that were assessed to the account as a result of the deposited items being returned were also correct. As a courtesy to you, however, a refund of the three (3) overdraft fees that you incurred in relation to this matter will be credited to your account. The $105.00 refund will appear on your next monthly statement. Please note that you remain responsible to make a deposit(s) to bring the balance to at least a $0.00 balance as immediately as possible.Thank you for taking the time to share your concerns and for allowing me the opportunity to address them. Should you have any additional questions in regard to this matter, you may contact [redacted], Manager of our [redacted] Branch, at ###-###-####.Sincerely,

Review: We were solicited by their small business specialist to bring our business banking relationship to them. We filled out a loan application, sent over all financials which their small business specialist, [redacted], said he reviewed with his underwriter.

After two weeks of not being able to get in touch with [redacted], he finally sent us an email telling us to send over 2012 returns, which we did. That was two weeks ago. We have yet to hear back from anyone despite several calls and emails.

Since they pulled a credit report and processed the application, we have a right to see in writing their decision.Desired Settlement: I would like [redacted]'s boss to call me, explain why they couldn't call us back and have them forward a letter regarding our loan.

Business

Response:

May 28, 2014Dear [redacted]:Thank you for forwarding Santander BankNA information related to the abovementioned customer. Below please find a summary o: our recent contact with [redacted] regarding his concerns:On May 23, 2014, [redacted] was contacted by [redacted], Small Business Area Manager, who assisted [redacted] with his concerns. [redacted] was offered an apology for the service that he felt he received and was provided clarifications regarding his loan application.By the conclusion of the conversation, arrangements had been made in which [redacted] indicated be would provide [redacted] information directly in order to move forward with an updated loan request.[redacted] expressed to [redacted] that he was satisfied with the outcome of their conversation.Thank you for allowing us the opportunity to address this matter.Sincerely,

Review: This is my second letter concerning this matter and I am asking someone to please help me with this matter. It has become harassment an I am so fed up with all of this.I wrote to you last time how I have been trying to close this account since October. When I opened my account (checking)...they give me a card and checkbook so when I go in and close my account, I sign the papers and they cut up my card I was under the impression that my account was closed. I do not understand why this account has remained opened still and I am getting charged every month for a closed account. I have even tried to pay what they say I owe, again signed the paper to close the account and still get charged late fees. It is theft and I am tired of these big institutions (like [redacted]) that think they can just do what ever they want without accountability. Is there someone out there to help the little guy like me?Sincerely,[redacted]Desired Settlement: Close my account

Business

Response:

May 14, 2014Dear **. [redacted]:Thank you for your April 21, 2014 letter addressed to the Revdex.com (???) of Metro Washington DC and Eastern Pennsylvania. Your letter was forwarded to Santander Bank, N. A. 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.In your letter, you are questioning why your Line of Credit account, ending in [redacted], was not closed in October of 2013 when you closed your checking account.Upon researching your account, we do not have evidence of any requests from you to to close your Line of Credit account in October of 2013. Our records indicate that on February 12, 2014, you requested a payoff balance for your Line of Credit account. On March 27, 2014, when you requested that your account be closed, we mailed you a letter advising you that your request could not be processed at that time, as your account had an outstanding balance of $83.05. That day, you made a payment in the amount of $62.88, which left a balance of $20.17. Since your payment did not satisfy the payoff balance, your loan was not closed. On April 24, 2014, you again requested to close your Line of Credit account, at which time a late fee of $20.00 and interest in the amount of $0.17 were waived and your account was closed.Thank you for taking the time to share your concerns and for allowing me the opportunity to address them. If you have any additional questions, in regard to this matter, please feel free to call the Customer Contact Center at ###-###-#### or your local branch.You have been a valued customer and we appreciate the opportunity you afforded us to provide our products and services to you. We would be pleased to have the opportunity to assist you with any of your future banking needs.Sincerely,

Business

Response:

See Attachment.

Review: This dispute is against sovereign/Santander Bank business practices. In short, I closed my account with sovereign after a decade of being a loyal customer. The bank changed their policy on ATM fees, and structure of banking plan options twice. Neither time did I receive the notification regarding the changes. This change included fees for the current bank account option I was on, and ATM fees now being incurred. They claim they sent notification, but I did not receive it. Needless to say I incurred hefty ATM fees, and after years of not one call from me. I finally called, and of course was advised they would not waive the fees. They would not even meet me half way. I had to go into a branch, where they (out of desperation) to save my account offered me half. Well, I took the half fee offer and still closed my account. In this age, if I need to step into a bank then there is a problem. Not to mention they lack the services to meet todays demographic of customers. I am not in dispute of what had already occurred. This is more to express my frustration, and reason for wanting no part of this bank or their offerings.

I just recieved a call from a telemarketer offering me a santander backed credit card, I also know they ran my credit to determine I was "pre qualified". I am putting them on notice, since they do not respond to customer service inquiries any other way. As past attempts to file a dispute, with no response from the company. I do NOT want their services, in any shape or form. They are not a "people" company, and I am asking that they do not contact me now or in the future. I did add my number to the do not call list, so this is another alarming part of the issue. Phone number that contacted me was ###-###-####.

My trust in the company is totally lost, I do not appreciate the unfriendly manner I was treated then. So I prefer to not be associated, or contacted with this company now or in the future.Desired Settlement: I do not have a settlement requirement. It is up to the company to determine how to right the ship. However, I do ask that I am placed on a do not call list.

Business

Response:

April 28, 2014Dear **. [redacted]:Thank you for submitting your concerns to the Revdex.com (Revdex.com) of Metro Washington DC and Eastern Pennsylvania on April 11, 2014. The Revdex.com forwarded your concerns to Santander Bank, which was received on April 14, 2014. 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 in7672. You indicated that you closed your account because of fees your account uncured as a result of utilizing a non-Santander Automated Teller Machine (ATM). You also indicated that the Bank did not notify you prior to the assessment of the fees. You also requested that you no longer receive telephone calls from the Bank products and services offered by the Bank.You indicated that you closed your accounts because the Bank began assessing fees for completing withdrawals from a non-Santander ATM. You previously held an Interest Checking account which had free use of a non-Santander ATM, however beginning March 1, 2011, the Bank began assessing fees to your account for the use of a non-Santander ATM. In August 2011, you changed your account type from an Interest Checking account to the Preferred Checking account in order to avoid the fee for utilizing a non-Santander ATM. Effective February 1, 2012, the Preferred Checking account began being assessed fees for utilizing a non-Santander ATM. Notifications regarding the Bank’s decision to begin assessing fees were mailed to you in the form of an insert included with your monthly statements. Our records indicate that your checking account was closed on September 6,2012.The decision to increase fees is never easy and is only determined after careful consideration. We periodically conduct competitive product reviews and then make informed changes that will continue to provide our customers with value added products and services by offering consumers the right products, competitive deposit and loan rates, and improved customer service.We have noted your marketing preferences and removed your telephone number from our records to ensure that you no longer receive telephone calls from Santander regarding the products or services that we offer.Thank you for taking the time to share your concerns and for allowing me the opportunity to address them. You have been a valued customer and we appreciate the opportunity you afforded us to provide our products and services to you. We would be pleased to have the opportunity to assist you with any of your future banking needs.Sincerely,

Review: On 12/24/13, I checked my online banking and saw my account was overdrawn. However, the overdraft was listed as a "pending" transaction. Past practice form the bank has always been that if a person can deposit sufficient funds to cover the difference while still in this "pending" status, no overdraft fees are charged to the account. I took my [redacted] card to the bank's ATM at 7:14 p.m. and attempted to withdraw the necessary funds to the deposit into the overdrawn account. Despite the fact that I had the necessary funds available to me as a cash advance on my [redacted] card, the bank's ATM would not allow me to withdraw the funds to cover the overdraft. I took out what it would allow me to get ($160) and I deposited this with another $20 I had on hand. The account was still overdrawn, but I had reduced the amount it was overdrawn down to $31.69. I decided to wait until after 12 a.m. and try the ATM again in case there was a per-day limit that would reset. I logged into my account and checked to se if the deposit had been acknowledged. To my horror, I saw the transactions had been moved out of "pending" and into processed transactions. I have never seen transactions move from pending status during off business hours or during a holiday. In addition, the bank had charged my four NSF charges of $35 each. On 12/27 at approx. 4:30 p.m. I called Santander's customer service and explained to the agent what had happened. I reiterated to her that I had sufficient funds to place into the account and this happened because of the ATM. I also told her that I had spoken with an agent at [redacted] Card who verified they did not have any limitations which would have prevented me from withdrawing the sufficient amount. The agent placed me on hold for several minutes and then came back and told me "they" had reviewed the account and were refusing to refund the NSF charges because they had refunded a different service fee back in February of this year.Desired Settlement: Refund of the $140 in service fees.

Business

Response:

January 7, 2014

Dear **. [redacted]:

Thank you for your recent correspondence that was submitted to the Revdex.com (Revdex.com) on December 27, 2013. The Revdex.com forwarded your inquiry to Santander Bank, N.A. on January 2, 2014, and as a representative of the Bank, I have been asked to respond.

We appreciate your inquiry and can assure you that this matter has been carefully researched in order to assist you. It is our goal at Santander 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 that upon discovering that your account was in an overdraft status, you visited an Automated Teller Machine (ATM) and deposited funds into your account. You also indicated that although you deposited funds into your checking account, your account incurred fees for items that were presented for payment. Lastly, you requested to be refunded $140.00 in insufficient funds fees that were assessed to your account.

In researching the concerns that you presented, we found that the beginning balance of your account on December 24, 2013 was $738.25. On that same day, you completed a transfer in the amount of $50.00 from your checking account ending in [redacted] to your checking account ending in [redacted]. Also, on that day, an Automated Teller Machine (ATM) deposit in the amount of $ 180.00 was posted to your account. Although the ATM deposit was posted to your account that day, no funds were made available from that deposit to pay the seven (7) items, totaling $1,006.30, that were presented for payment against your account. Subsequently, your account was assessed a $35.00 unavailable funds fee for four (4) of the seven (7) items that were presented for payment against unavailable funds. Your ending available balance for that day was -$358.05.

In accordance with Santander’s Funds Availability Policy, the funds from the ATM deposit of $180.00 made on December 24, 2013, were not available for your use until the following business day, December 26,2013. Each time a deposit is made at an ATM, up to $100.00 is made available for withdrawal provided the withdrawal is made at an ATM the same day. The $100.00 is not available to pay checks, debit card purchases, and Automated Clearing House (ACH) items that are presented for payment against your account. The remainder of the deposit is made available the next business day. It should be noted that when a deposit is made, the receipt that is provided at that time reflects the available balance of the account, including any funds that may be immediately available from the deposit.

To further address your concerns, when you opened your account on September 22, 2008, you were provided with a copy of our Personal Deposit Account Agreement (PDAA) and the Personal Deposit Fee Schedule (PDAFS). The Funds Availability Policy can be found beginning on page 13 of the PDAA.

The Funds Availability Policy is also on display in our branch locations at the teller line, where deposits are accepted. For your convenience, enclosed is a copy of the PDAA and PDAFS.

Enclosed is also a Simple Facts brochure for your Preferred Checking account, which also explains our Funds Availability Policy, in addition to how fees are assessed to your account, in a simple and straightforward manner.

In your correspondence, you mentioned that the ATM limited the amount of funds that you were able to withdrawal from .a credit card held with another entity. Daily withdrawal limits are established by the entity with which your credit card is held. Our ATMs do not have the ability to limit the amount of funds that you request to withdrawal from an account that is held from another entity.

In reviewing your telephone conversation with a representative in our Customer Contact Center, we determined that the representative you spoke with followed Bank policy and procedure while assisting you with your account.

Finally, our records indicate that you were provided a courtesy refund of $70.00 on February 26, 2013 by a representative in our Customer Contact Center for two (2) $35.00 unavailable funds fees that were assessed to your account on February 25, 2013. During your telephone call on that day, the representative educated you on the Bank’s Funds Availability Policy. You were also informed that no further courtesy refunds would be provided to you by the Bank. Therefore, no compensation will be forthcoming in regards to this matter.

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 1-877-768-2265 to speak with a Customer Service Advisor or visit your local Santander branch office.

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

Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I have read the response by [redacted] and I do not feel that the two central points I made were sufficiently answered. First, in involving the issue with the ATM. On the send page, third paragraph of [redacted]'s response, she stated that the amount available to withdraw in cash from a credit card is dependent on the credit card company's policy. As I previously stated I have been in contact with [redacted] card and I verified with them they do not have specific limit (i.e. : $100) Rather, whatever amount they authorize you to have is available. At the time of this incident, I had $580 available to withdraw. I attempted to withdraw $200 and was rejected by the ATM. The statement paper issued by the machine stated I had exceeded the withdrawal amount. I have included the statements as attachments. My intention was to withdraw enough cash and redeposit it through the ATM so that when the bank re-opened on December 26th there would be a cash deposit credited to the account.

This brings me to the second point. On December 24th when I realized the account was overdrawn, it was around 7:13 P.M. and the bank was obviously closed. All of the transaction that would overdraw my account were still listed as "Pending" transactions, per online banking which was why I believed I could deposit funds while these transactions were still listed as Pending to cover them. However, when I was rejected by the ATM, I put in what I was able to withdraw, plus cash on hand, which was the $180 deposit. I retuned after midnight on 12/25 in the hopes a new calendar day would allow me to make a second withdrawal. I not allowed to take out additional funds, but when I checked my online banking it showed all of the "Pending" transactions were now listed as "Posted" transactions. I do not understand how a cash deposit require the next business day, but the pending transactions were processed on Christmas Day?

If needed, I can include a statement page from my [redacted] card showing the available funds I had for cash withdrawal.

On a personal note, I do not appreciate the fact that this bank's personnel have found it necessary to "point out" several times that 11 months ago they extended me a courtesy refund; as if I need to be eternally grateful for doing me a favor. I have been with this bank since 2005 and have had most of my paychecks come through this bank as well as a mortgage that I have never been late on, or not paid. I believe I have done far more to support this bank with my continued business than they have ever done for me. I am not asking for courtesy, I am asking to have something I feel was a mistake to be rectified.

Regards,

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:

Again with the second response, the statement is made that it is up to the "entity" re:[redacted] makes the decision to accept or reject the cash withdrawal request. To reiterate what I have said, I had made contact with [redacted] and was advised there should have been no reason my cash withdrawal should have been denied. Additionally I disagree with what is defined as a business day. December 25th is a bank holiday and I believe the transactions should have remained in "pending" status until December 26th.

Regards,

Review: They called my home on Sunday February 24, 2013 at nine am. I have repeatedly asked them to take me off their call lists and put me on DNC list. I resent being called on a SUNDAY, early in the morning at my home after these request.Desired Settlement: DNC fine

Business

Response:

{Please see attachment.}

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

The bill was not late. The due date is the 20th of each month and my payment was already made. Their systems are old and slow and they take twice as long as any other bank to post payments. A call on the 24th for a payment due on the 20th is not warranted. I am not in collections or have any balance overdue!!!! This is bullying and needs to be STOPPED. Thank you.

Sincerely,

Review: About a year ago, I made a down payment to a travel company, [redacted], of $250. Not too longer after I made that down payment, I closed my account with Santander, which used to be Sovereign Bank since I did not like the way they did business. On April 16, 2014 I requested a refund of that $250, which [redacted] had to refund back to the banking account from which I made the payment. I let the company know that the checking account that I made the payment from had been closed for quite some time, but they said per their company guidelines, they had to refund the payment back to the original card it was made from. For about a month and a half now, I've been having trouble with trying to retrieve that money from the bank. Both I and [redacted] have been in contact with the bank trying to find out where the money is, but the bank keeps stating that since the account was closed so long ago, there is no way that they can see the money coming in or find out where it is. [redacted] is saying that they cannot do anything further since the bank has not returned the money to them.Desired Settlement: I would like my money refunded to me.

Business

Response:

June 9, 2014Dear [redacted]:Thank you for your additional concerns submitted to the Revdex.com of Metro Washington DC and Eastern Pennsylvania (Revdex.com). The Revdex.com forwarded your inquiry to Santander on June 2, 2014, 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 length of time that it has taken to resolve this matter. 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 shared with the appropriate management team to ensure a better experience for our customers in the future.In your correspondence you stated [redacted] refunded $250.00 to your debited card which is linked to a closed account. You stated that you have been in contact with the Bank to have these funds refunded to you, however as of the date of your correspondence you have been unsuccessful.On April 16, 2014 we received a request from [redacted] requesting to credit your account ending in [redacted] for $250.00 for goods or services. Since your account was closed on June 18, 2013, on April 22, 2014 we sent a request to the [redacted] branch asking them to mail you an Official Bank Check for your refund. Unfortunately, the check was not processed at that time. .Following your most recent inquiry, on June 4, 2014 we issued and mailed your Official Bank Check number [redacted] for $250.00.Again on behalf of the Bank, I sincerely apology for any inconvenience or frustration this matter may have caused you. We have shared your experience with the appropriate management teams for review to prevent situations such as this from happening in the future.We thank you for taking the time to share your concerns and for allowing me the opportunity to addressthem. Should you have further questions in regard to this matter, please feel free to contact Aleda Howard of the Customer Relations Department at [redacted]. Sincerely,

Review: October 10, 2013

To whom it may concern,

This letter is regarding my personal bank account that I have with Sovereign Bank.

I discovered fraudulent charges on my Bank Card Monday evening, October 7, 2013, which totaled over $1500.00. I immediately called the Customer Service number and was advised that nobody was able to assist with pending and fraudulent charges. I questioned the representative about obtaining notification for large purchases and they told me it was my responsibility to track my own charges.

This is Ironic because I tracked my own charges and found the fraudulent transactions. When I brought it to the attention of the representatives and asked them to stop the charges; they said nothing can be done because the charges were pending. I also inquired about how much overdraft would be allowed and never received a direct answer.

I called the next day and received the same response. It’s absolutely “Ludacris” that the Bank cannot stop pending charges. I was told that I have to wait for the charges to clear and paperwork must be filled out and returned to start and investigation. I requested the paperwork be faxed to my place of employment and they said it had to be sent via mail. I also asked if I was able to walk into my local Branch to start the paperwork process and they said this was not an option.

During this whole endeavor, my wife and I were given different information during every phone call. One representative would tell us our bank card was turned off and they next representative could not confirm this information. We were repeatedly advised that any pending charges could not be stopped.

One of our latest phones calls was to inquire about my paycheck which would be directed deposited on Friday, October 11. Because there was another pending fraudulent charge for over $1500.00, I tried to have the bank take action and stop it from clearing. The allowance of this charge would completely wipe out every bit of my paycheck that would allow me to pay bills, buy food for my family, pay for school trips, and put gas in my car. At this point, I’m already over $1500.00 dollars in debt and will be close to $3000.00 in debt by the time this letter is read.

My family and I have been customers of this bank for over 10 years and this kind of treatment is not professional, not appreciated and not acceptable. My grandparents, parents, and siblings have all been continued loyal customers for over 15 years. We rely on the Banks to be proactive and helpful when these situations arise.

The customer service that I was provided was among the most horrible that I’ve encountered. If Sovereign Bank continues to treat their customers this way, they don’t deserve my business and surely don’t deserve the business of my friends, family or the hard working citizens of my neighborhood. I hope Sovereign takes these concerns seriously and re-evaluates the way customer service treats their customers. I also hope they implement updated and more professional solutions to reoccurring situations that customers face on a daily basis.

As a Veteran of the US Air Force, a husband, a taxpayer, and a father of two, this has been extremely aggravating and has caused me excessive undo stress. I’m extremely disappointed that I’ve been treated this way.

Sincerely

October 10, 2013

To whom it may concern,

This letter is regarding my personal bank account that I have with Sovereign Bank.

I discovered fraudulent charges on my Bank Card Monday evening, October 7, 2013, which totaled over $1500.00. I immediately called the Customer Service number and was advised that nobody was able to assist with pending and fraudulent charges. I questioned the representative about obtaining notification for large purchases and they told me it was my responsibility to track my own charges.

This is Ironic because I tracked my own charges and found the fraudulent transactions. When I brought it to the attention of the representatives and asked them to stop the charges; they said nothing can be done because the charges were pending. I also inquired about how much overdraft would be allowed and never received a direct answer.

I called the next day and received the same response. It’s absolutely “Ludacris” that the Bank cannot stop pending charges. I was told that I have to wait for the charges to clear and paperwork must be filled out and returned to start and investigation. I requested the paperwork be faxed to my place of employment and they said it had to be sent via mail. I also asked if I was able to walk into my local Branch to start the paperwork process and they said this was not an option.

During this whole endeavor, my wife and I were given different information during every phone call. One representative would tell us our bank card was turned off and they next representative could not confirm this information. We were repeatedly advised that any pending charges could not be stopped.

One of our latest phones calls was to inquire about my paycheck which would be directed deposited on Friday, October 11. Because there was another pending fraudulent charge for over $1500.00, I tried to have the bank take action and stop it from clearing. The allowance of this charge would completely wipe out every bit of my paycheck that would allow me to pay bills, buy food for my family, pay for school trips, and put gas in my car. At this point, I’m already over $1500.00 dollars in debt and will be close to $3000.00 in debt by the time this letter is read.

My family and I have been customers of this bank for over 10 years and this kind of treatment is not professional, not appreciated and not acceptable. My grandparents, parents, and siblings have all been continued loyal customers for over 15 years. We rely on the Banks to be proactive and helpful when these situations arise.

The customer service that I was provided was among the most horrible that I’ve encountered. If Sovereign Bank continues to treat their customers this way, they don’t deserve my business and surely don’t deserve the business of my friends, family or the hard working citizens of my neighborhood. I hope Sovereign takes these concerns seriously and re-evaluates the way customer service treats their customers. I also hope they implement updated and more professional solutions to reoccurring situations that customers face on a daily basis.

As a Veteran of the US Air Force, a husband, a taxpayer, and a father of two, this has been extremely aggravating and has caused me excessive undo stress. I’m extremely disappointed that I’ve been treated this way.

Sincerely

[redacted]Desired Settlement: I wish for a response from the company with an expedited resolution

Business

Response:

November 8, 2013

ID: [redacted] - [redacted], [redacted]

Dear **. [redacted]:

Thank you for your October 10, 2013 correspondence submitted to the Revdex.com (Revdex.com).

The Revdex.com forwarded your inquiry to Santander Bank, N.A. (Santander), formerly Sovereign Bank, N.A., on October 24, 2013, and it was received on October 28, 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 Bank to provide exceptional customer service and to carefully review matters raised by our customers.

It is my understanding that you have concerns regarding unauthorized transactions which were conducted with your Santander debit card and were pending against your account. You were told that nothing could be done to stop the transactions from posting.

Our records indicate that you called our Customer Contact Center (Contact Center) on October 7, 2013 regarding pending charges against your checking account ending in numbers 3129 that you did not authorize. We reviewed the recorded calls. During the calls, you were correctly advised that we cannot place a claim or begin an investigation for transactions that have not yet posted to the account. Customers must call the Contact Center back once the transactions have posted to file a claim. The card with which the unauthorized transactions were conducted was closed by a Contact Center Advisor on October 7. You were also correctly advised that any fees that are assessed as a result of unauthorized transactions will be refunded during the investigation.

You filed a claim on October 8, 2013 after the transactions had posted to your account during the prior evening’s posting. Another claim was entered on October 15, 2013.

On October 17, 2013, provisional credit was provided for the four (4) transactions which you stated were unauthorized. The two (2) sweep fees, which were assessed because funds were transferred from your checking account ending in 2254 to cover the overdraft in your main checking account caused by the unauthorized transactions, were refunded on October 21,2013. We regret that they were not refunded when you received provisional credit for the disputed transactions.

The Card Claims department has completed their investigation of your claims and has determined that the transactions you disputed as unauthorized were not made by you. Therefore, the provisional credits which were credited on October 17, 2013 will remain in your account.

Please accept my apology on behalf of Santander for any inconvenience you have experienced.

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 ###-###-#### 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.

Review: My loan got transferred to Sovereign official as of Aug 1st. My 1st payment was due August 1. I was told to pay my previous company who would act as an Agent of Sovereign. They CASHED my full mortgage payment and prepayment (paying down principal) on July 26th. However they then separated my prepayment and then mailed it to Sovereign. Sovereign will not recognize this prepayment until they receive it. I believe this to be illegal as [redacted] was acting as their agent. My prepayment should be recognized when received/cashed.

What will happen is my Aug 1st principal balance will be higher, and my interest owed will be higher as a result. While this is a few dollars, over many customers it can add up to a significant sum.Desired Settlement: Apply my prepayment when [redacted] cashed it, July 26, 2013. Not sometime in August. Adjust my August interest retroactively based on the new balance.

Business

Response:

[redacted]

Case Number - [redacted]

Dear **. [redacted]:

Thank you for your recent correspondence dated August 1, 2013 addressed to the Revdex.com (Revdex.com). The Revdex.com forwarded your inquiry to Sovereign Bank on August 8, 2013. We note that we received similar correspondence from the Consumer Financial Protection Bureau (CFPB) on August 12, 2013, which was originally submitted to the Federal Reserve Consumer Help on August 1, 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 expressed concern regarding the servicing transfer of your mortgage account ending in [redacted] from [redacted] to Sovereign Bank. You indicated that your first payment was due on August 1, 2013, which was sent to [redacted]. You also indicated that [redacted] processed your payment and forwarded a principal payment to Sovereign Bank. You requested that your principal payment be applied to your account effective for July 26, 2013, which is the day that [redacted] processed your payment.

In researching the concerns that you presented, we determined that [redacted] holds the right to assign, sell, or transfer the servicing of your outstanding mortgage account. The servicing disclosure statement and a notice of assignment, sale, or transfer of servicing was signed and acknowledged by you at closing. Effective for your September 1, 2013 payment, the servicing of your mortgage account will be transferred from [redacted] to Sovereign Bank. Sovereign Bank mailed a disclosure to you dated July 17, 2013, advising you of the servicing transfer.

[redacted] acted correctly by accepting your first payment for your mortgage account on July 26, 2013. [redacted] could have also applied your $165.00 principal payment to your mortgage account at that time, but chose to forward your principal payment to Sovereign Bank in order for the payment to be applied to your mortgage account. On August 5, 2013, Sovereign Bank received an official bank check from [redacted] in the amount of $165.00. At the time your principal payment was received, your mortgage account was in the process of being processed into our system, therefore, we were unable to apply the payment to your account at that time. Your mortgage account has now been successfully processed into our system and your principal payment of $165.00 has been applied to the principal balance of your account with an effective date of July 26, 2013. An adjustment of $0.38 has also been applied to the principal balance of your account for the interest that accrued from July 26, 2013 to August 5, 2013.

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 this matter, please call our Mortgage Contact Center at ###-###-#### to speak with a Customer Sendee Advisor or visit your local Sovereign Bank branch office.

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

Sincerely,

Review: I have had endless problems with Sovereign Bank. I have had problems with online banking, they have lost my deposits, and they have been harassing me via telephone since December 2012.

I opened my account in July 2012 and still do not have access to online banking. When I went into a branch, the repeated answer was the branch cannot restart my online banking login information and I would have to call to restart this information. However, when I call I cannot speak to anyone without having a personal information "pin" that I was never given. Without having access to online banking, I do not have a constant way of tracking my bank account. When I inquire in person about my balance (at the branch on [redacted] in [redacted]), they simply tell me to check online. In January, the branch finally reset my online banking information and said the login information would be sent in the mail. That was on January 8th. It is now February 10th and I have only received a login username. The login password has yet to arrive in the mail.

A few days after visiting the bank on January 8th, I deposited three checks (two paychecks and a personal check) into my checking account at an ATM on [redacted], in [redacted] in [redacted]. There is no record of these checks or of having made a deposit anytime after January 8th. I am currently in the process of contacting my former employer to see if the checks had been cashed and to gather proof of the checks. However, because there is no history of this deposit and because I cannot reach anyone over the phone my account has been overdrafted, without any hope of reclaiming the money I had deposited.

Since December, I have been receiving harassing phone calls from Sovereign Bank at [redacted]. These calls often do not leave a message and when I answer they hung up. Today on Sunday, February 10, 2013, they have called me 6 times. My current saved phone call history only goes as far back as January 27, 2013 although they have been calling me since December 2012. They have called me 6 times a day on February 9, 2013 and February 7, 2013. Between January 27, 2013 and February 10, 2013 they have called me after 9:00 PM eastern time twice (on January 27th and on January 30th, 2013). Since February 26,2013 they have left 3 phone messages. These phone messages are automated; they identify the caller as Sovereign Bank and ask me to dial [redacted] and enter various "personal message codes." The last message was on February 1, 2013 and listed "personal message code" [redacted]. When this number was called and the message number was entered I was asked to press "1" if I was "[redacted]." I was then asked to enter my full social security number. At that point I hung up. Whenever I have attempted to call Sovereign Bank back at [redacted], I have the option of pressing "1" to make a payment or remain on the line for a representative. I have remained on the line and waited until an automated response told me the office was closed. The last time I heard this message was on Sunday, February 10, 2013 at 11:13 AM. This was after they called me at 11:01 AM. Since having called them at 11:13 AM, they have called me at 11:33 AM, 12:36 PM, 3:01 PM, 3:32 PM, and 4:04 PM. If necessary I will provide phone records for these calls to prove the frequency and duration of these harassing phone calls.

In February I filled a complained with the Office of Consumer Response, [redacted] responded by requesting more time to resolve the problem. Since I have filled the complaint, Sovereign Bank has contacted a debt collector concerning my account.Desired Settlement: I have had endless problems with Sovereign Bank. I have had problems with online banking, they have lost my deposits, and they have been harassing me via telephone since December 2012.

I opened my account in July 2012 and still do not have access to online banking. When I went into a branch, the repeated answer was the branch cannot restart my online banking login information and I would have to call to restart this information. However, when I call I cannot speak to anyone without having a personal information "pin" that I was never given. Without having access to online banking, I do not have a constant way of tracking my bank account. When I inquire in person about my balance (at the branch on [redacted] in [redacted]), they simply tell me to check online. In January, the branch finally reset my online banking information and said the login information would be sent in the mail. That was on January 8th. It is now February 10th and I have only received a login username. The login password has yet to arrive in the mail.

A few days after visiting the bank on January 8th, I deposited three checks (two paychecks and a personal check) into my checking account at an ATM on [redacted], in [redacted] in [redacted]. There is no record of these checks or of having made a deposit anytime after January 8th. I am currently in the process of contacting my former employer to see if the checks had been cashed and to gather proof of the checks. However, because there is no history of this deposit and because I cannot reach anyone over the phone my account has been overdrafted, without any hope of reclaiming the money I had deposited.

Since December, I have been receiving harassing phone calls from Sovereign Bank at [redacted]. These calls often do not leave a message and when I answer they hung up. Today on Sunday, February 10, 2013, they have called me 6 times. My current saved phone call history only goes as far back as January 27, 2013 although they have been calling me since December 2012. They have called me 6 times a day on February 9, 2013 and February 7, 2013. Between January 27, 2013 and February 10, 2013 they have called me after 9:00 PM eastern time twice (on January 27th and on January 30th, 2013). Since February 26,2013 they have left 3 phone messages. These phone messages are automated; they identify the caller as Sovereign Bank and ask me to dial [redacted] and enter various "personal message codes." The last message was on February 1, 2013 and listed "personal message code" [redacted]. When this number was called and the message number was entered I was asked to press "1" if I was "[redacted]." I was then asked to enter my full social security number. At that point I hung up. Whenever I have attempted to call Sovereign Bank back at [redacted], I have the option of pressing "1" to make a payment or remain on the line for a representative. I have remained on the line and waited until an automated response told me the office was closed. The last time I heard this message was on Sunday, February 10, 2013 at 11:13 AM. This was after they called me at 11:01 AM. Since having called them at 11:13 AM, they have called me at 11:33 AM, 12:36 PM, 3:01 PM, 3:32 PM, and 4:04 PM. If necessary I will provide phone records for these calls to prove the frequency and duration of these harassing phone calls.

I would like Sovereign Bank that they cancel the debt collector and fix the damage they have caused to my credit score since they have requested more time to work with the Office of Consumer Response.

Business

Response:

{Please see attachment.}

I want you to know how upset I am with your company. We paid off our car loan. Then we wait over 2 weeks to find out the location of it. We moved to Fl[redacted] and still no title. We call and find out its in Ohio DMV electronic file. I don't need a electronic file.. I need the hard copy to get my car legal here. Now I am trying to contact DMV to get a title with nothing but a hassle. NO help .. no one at your company can help us! What a same .. and Shame on you all for not informing us of this matter. We will let everyone know what poor service we have received by your company.