Santander

Review: I contacted Sovereign Bank in late June of 2013 to get information regarding my checking account. I am a customer. I spoke to a representative at a call center in PA.

I was not happy with the representatives' service. She did not provide quality assistance- couldn't explian the check clearing process, got frustrated, was not helpful.

I asked to speak with a supervisor. I spoke with [redacted]. This person answered the phone in a very unprofessional and rude manner. She was very hostile

toward me and asked me " why she had to come to the phone ." She did not supply any answers to my questions and did not want to assist me. I tried to be civil

with her, but it was not easy. I hung up and lodged a compliant with customer service. For over a month nobody got in touch with me. So, I took more action.

I contacted customer service on July 23, 2013. I spoke with a manager named [redacted]. She worked at the PA call center. I told her the story and expressed

my frustration and anger. I asked her why I was not contacted. She had no reply. I asked her if could speak to the Director of the call center, **. [redacted].

She would not let me. She said she was not in the office. I asked if I could leave a voice mail with her- she declined. **. [redacted] said that this matter must go through her and that she would decide if **. [redacted] would get involved. I was not happy with this. Moreover, [redacted] said she needed to listen to the recordings to determine who was at fault.

Again, very poor assistance. Why was the compliant not dealt with? Why couldn't I leave a message with the Director? Why did **. [redacted] tell me she would be the one

to decide who was at fault? She did not take any responsibilty for **. [redacted] rude behavior! I called back [redacted] later in the day and requested a call back.

She never did! I strongly believe I was mistreated and want some accountability.Desired Settlement: I would like speak with [redacted]. I request a letter of apology from the company.

Business

Response:

August 2, 2013

Case Number: [redacted] - [redacted], [redacted]

Dear **. [redacted]:

Thank you for your recent correspondence that was sent to the Revdex.com, which was received on July 30,2013. As a representative of the bank, I have been asked to respond.

It is my understanding that you feel you did not received quality assistance and were treated in a rude and unprofessional manner.

To research the concerns you presented, we reviewed all of the recorded calls you made to our Customer Contact Center (CCC) and while no unprofessional treatment was found we did find some coaching opportunities that will be addressed with the agents involved. During those calls, you were questioning a June 19, 2013 deduction from [redacted] for $37.45. A credit for the same amount posted to your checking account on July 24, 2013 by [redacted].

I do apologize that you did not receive a call back regarding your original concerns. The advisor who entered it has been coached on how to accurately enter and process this type of customer concern.

Please be aware that call center protocol requires all the employees to follow a chain of command when escalating customer concerns. In reviewing your call with [redacted] it was found that she correctly followed procedure when she asked and received your agreement to give her the opportunity to research and resolve your concerns before escalating the call. You agreed that she would call you back on the afternoon of July 24, 2013. The call back was not completed because you left her a voice mail telling her it was no longer needed.

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

If you have any further questions regarding this matter, please feel free to contact [redacted] at ###-###-####.

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 asked Sovereign Bank for an apology regarding the unprofessional treatment I received from one of their supervisors at the Reading, PA call center, [redacted]. I was sent a letter that does apologize

for their delay (Sovereign Bank) in addressing my original concerns. Sovereign is denying that **. [redacted] acted in a unsuitable manner. Moreover, they state that her actions compel them to "coach" her, but they

do not accept responsibilty for the rude treatment. This is a tacit acknowledgement that her handling of the matter was wrong and needs improvement . They do not go into detail about it. She was rude and unhelpful.

Again, they need to apolgize for her actions- it is the crux of the matter and reason why I complained. She mishandled the phone call and it is clearly on the recordings! I gave a brief account in my

original complaint. The bank is side- stepping the issue!

[redacted], Mgr. Customer Relations, wrote the letter and did not provide a proper phone number to call back. The number she provided was not the correct number for [redacted]. That number was for another employee who was on vacation. That employee gave a number for someone else who is also on vacation. **. [redacted] did not provide me with her office number. I had to search for it

through Customer Service. I was able to contact her and leave a message. I stated that her letter is unacceptable for the reasons above. I asked her to call me back, but she did not. I told her that I

would contact the Revdex.com regarding the matter. I let her know that my main issue was with the treatment by [redacted]. Moreover, I conveyed to her that I did not appreciate that most of the

letter addressed another employees protocol procedures, [redacted]. My problem with this employee was the fact that I called her after our initial conversation and requested a call back that same day.

She did not call back...Why did this letter focus on this issue which was not my main concern? [redacted] is flat out wrong in stating that "no unprofessional treatment was found "...she should be ashamed

that she is covering up for her. An apology regarding **. [redacted] behavior needs to be provided! I also would like to speak to **. [redacted].

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:

I received a telephone call from [redacted] with Sovereign Bank regarding the Revdex.com complaint. I was told by [redacted] that I would receive a "new" letter stating that I was treated in an

unprofessional manner by a supervisor at the call center in Reading PA. Moreover, she said it was wrong and an apology would be forthcoming. I requested a letter stating this and she agreed.

I was told it would be sent out on August 8. It seems they went back on their word and re-sent the original letter to the Revdex.com. I called back **. [redacted] and let her know that she was not honest and

wasted my time. I insist that the company must take responsibility for my treatment by [redacted]. I was told a new letter would address this . I let them know that I would reserve judgement

until I received it. Please be advised that I will have to contact the Executive Management team and the office of the CEO of Sovereign. I don't appreciate being lied to by [redacted].

Regards,

Business

Response:

August 13, 2013

Revdex.com of Metro Washington DC and Eastern PA

Attn: [redacted]

50 West North Street Bethlehem, PA 18018-5789

Case Number: [redacted] - [redacted], [redacted]

Dear **. [redacted]:

Thank you for providing the above-mentioned customer’s concerns, which were received on August 13,2013.

Prior to our receipt of your correspondence, both **. [redacted], a Team Manager and **. [redacted], a Site Manager for the Customer Contact Center had been working with **. [redacted], In fact, on August 8, 2013 a second apology letter was mailed to his attention.

In summary, we have written two apology letters to **. [redacted], which were provided to you previously, and **. [redacted] and **. [redacted] have spoken to him on the telephone, extending additional apologies.

As a result, we consider this matter fully addressed and resolved.

Should you require further assistance, please feel free to contact me at ###-###-####.

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:

Hello **. [redacted],

I agree with everything **. [redacted] stated in her letter. I spoke to her and thanked her for her help. However, I did not see the new letter when I contacted her and we did not discuss it. She

did point out to me that a new letter was forthcoming. Upon reading it, they did not single out the employee's name who mistreated me on the telephone. This was something **. [redacted] and I

agreed upon. They certainly did not hesitate to put [redacted]s' name on it when defending her. Although, I deeply appreciate their apologies, it needs to be noted who in fact administered

the callous and unprofessional behavior. It caused emotional pain and was intolerable. This agents name- I was told she was a supervsior- is [redacted]. It needs to be inserted into the letter.

Why? It would serve as a safeguard to me and other customers- **. [redacted] should be given a copy! I asked the bank for her to simply apologize to me via telephone, but they declined.

Again, I thank you for your time.

Regards,

Review: In June, I called regarding an overdraft fee that occurred in a secondary checking account I would use just to pay to a charity. After discussion, the agent refunding one of two overdraft fees at that time, which I was thankful for. The agent also asked if I would like to link my primary checking account to my secondary checking account, so fees like this don't occur again. I obliged, and after verifying all account information, thought I set up the "overdraft" protection. Since this was such a minimal account, I did not monitor this account, knowing that overdraft protection was on, so as long as I had funds in my primary, I would never need to worry about my secondary.

This "protection" was never set up, and eventually, they wrote off my account and sent my account to collections. After calling up to discuss this with a supervisor ([redacted] ext [redacted]), it was told to me, that even if the agent was in error, they would not correct any fees. He refused to admit any fault, and blamed me completely.

I myself, am a supervisor in a customer service call center. If any of my agent were at fault, I would make sure the customer was completely satisfied, and would resolve any customer issues. This issue will result with me switching banks.Desired Settlement: To have all fee's after phone conversation in June on all accounts be waived and/or refunded.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I was asked by Lisa F[redacted] and the branch mamager Chris about a limited time lower rate on a Home Equity Loan (HEL). I could increase my approved amount and decrease the rate for 1yr. After that it would increase. I was told it would be 2.24%. After multiple problems that occured (was told no fees associated but charged me $75 - even when I signed the papers they both said I wouldnt be charged that it would be waived, the appraisal of my house was NOT my house, the date on the new HEL was dated a Sunday and not a banking day). All delaying the process considerably. When the HEL finally posted to my account, the rate is 4.99%. After walking into the branch, phoning, asking 12+ times, excuses were made saying: I'll get back to you or more recent one was "the offer ended by the time the papers filed. Never told there was adeadline date. Failure on their part multiple times.Yes, I was told there would be a higher rate of 4.99% AFTER ONE YEAR!!!Desired Settlement: Put the loan at the rate that was offered and agreed to, at 2.24% for ONE YEAR.

Business

Response:

August 26, 2014Dear [redacted]:Thank you for your August 5, 2014, correspondence to the Revdex.com (Revdex.com) of Metro Washington DC and Eastern Pennsylvania. The Revdex.com forwarded Santander Bank N.A. (Santander) a copy of your inquiry, which we received on August 11, 2014. As a representative of the Bank, was asked to respond.We appreciate your inquiry and can assure you that this matter has been carefully researched in order to assist you. It is our goal at Santander to thoroughly review matters raised by our customers.First and foremost, on behalf of the Bank, I wish to offer my sincerest apologies for your experience and for any inconvenience that you encountered throughout the loan process. Please be assured that this situation has been reviewed and addressed by the appropriate management personnel.It is my understanding that you have concerns related to your Home Equity Line of Credit ending in [redacted]. Specifically, you are questioning the APR (annual percentage rate) on the account. You believe that the current APR is not what it should be and you are requesting that it be changed to a fixed rate of 2.24% APR.In reviewing this matter, understand that representatives at our [redacted] Branch had several conversations with you at the beginning of the year about our limited time, fixed introductory rate offer on a Home Equity Line of Credit (HELOC). You expressed interest in the offer during your discussions at the branch, however, you ultimately did not elect to submit an application until April 8, 2014, which was several days after the promotional offer expired. In order to have been eligible for the introductory rate, an application was required to be submitted no later than March 31, 2014. In addition, to get the introductory APR, the credit line requested needed to be between $100,000.00 to $750,000.00 with the loan-to-property value ratio not to exceed 80%. In speaking to you about the offer, understand that the representatives informed you that the Bank could potentially provide you a larger Credit limit than your current HELOC had, while also affording you an introductory fixed rate of 2.24% APR for the first twelve (12) billing cycles, if you qualified.The initial 4.99% APR on your HELOC, as disclosed in the Home Equity Line of Credit Agreement that you signed on June 16, 2014, is correct, based on the $85,000.00 credit line that we were able to extend at the loan-to-property value ratio of 89.9%. We also note that prior to your signing of the loan documents, the pricing structure (APR) that applied to the HELOC was explained to you by the representatives at the [redacted] Branch. In doing so, it was made clear to you at that time, that the HELOC was not eligible for the introductory 2.24% APR. With the knowledge that the introductory rate would not be applied to the line of credit, you elected to move forward with the loan and ultimately agreed to the terms Set forth in the Home Equity Line of Credit Agreement.It is for the reasons outlined above that we are not able to accommodate your request to change your rate to a fixed introductory rate of 2.24% APR. In your inquiry, you also mentioned problems that arose during the application process. Specifically, you referenced an unexpected $75.00 fee, an appraisal that was completed on the wrong property, and errors with the dates that appeared on the loan documents.The $75.00 fee in question was for the release of the lien associated with your previous LOC, and this fee was ultimately covered by the Bank. With regard to the appraisal and document date errors, understand that both matters were corrected in a timely manner. Again, on behalf of the Bank I sincerely apologize for these errors.Thank you for taking the time to share your concerns and for allowing me the opportunity to address them. If you have any additional questions in regard to this matter, you may contact Aleda H[redacted], Customer Relations Representative at ###-###-####.Sincerely,JoAnn GVice President 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: Lisa the representative who was with me when I was signing the original 1st set of papers that were wrongfully dated 6/15/2014, as well as the 2nd set of papers with the corrected date 6/16/2014.Lisa, the representative stated I DID qualify for the 2.24%. That is why I continued forward. I had a 4.49% which is a lower rate irregardless of the limit. She did say there was a small fee if I closed the H.E.L. sooner than 3 yrs.

Review: Since February 2014, every payment I have made online gets reversed by Santander Bank. I have tried to call and explain the problem to Customer Service and I get sent to Online Banking who sends me back to Credit Card dept. who has disconnected me EVERY single time I have called. I am highly frustrated trying to resolve this issue. The employees are rude and uninformed and cannot help me. I have every intention of reporting this bank to the Consumer Financial Protection Bureau if this issue is not resolved immediately. These reveresals are showing up as "non-payment" on my credit report and my credit rating is suffering from their lack of action. In addition, their website does not work at all. You canot remove old bank accounts, you cannot chat live with customer service, and you are lucky if you get anyone on the phone to answer calls.Desired Settlement: I want them to fix the problem so that the money I am sending is credited to the account and it shows up as a valid transaction. All these reversals are happening on their end - NOT my bank. My bank has no entry for any of these transactions.

Business

Response:

Jun. 18, 2014Dear [redacted]:Thank you for your May 30, 2014 letter addressed to the Revdex.com of Metro Washington DC and Eastern Pennsylvania. Your letter was forwarded to Santander Bank on June 2, 2014 and as a representative of the Bank I have been asked to respond.We appreciate your inquiry and can assure you that this matter has been carefully researched in order to assist you. It is our goal at Santander Bank, N. to provide exceptional customer Service and to carefully review matters raised by our customers.You stated in your letter that you are questioning why your online payments to your Credit Card account have not processed properly since February of 2014. You also stated that when you contacted our Customer Contact Center you were treated rudely and transferred from one department to another. First and foremost, I would like to apologize for the level of service you received during your interaction with our Customer Contact Center. At Santander, we take these issues very seriously and work hard to deliver exceptional service to our customers. 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.Upon researching your account we found that when you were scheduling your payments online to your Credit Card account they were returned due to an invalid account number. We show that the following account information was used to make these payments; routing number [redacted], checking account number ending with [redacted]. The payment date and amounts are as follows January 22, 2014 payment in the amount of $500.00 which was returned on January 28, 2014, February 24, 2014 payment in the amount of $250.00, which was returned on February 28, 2014. As well as your March 24, 2014 payment in the amount of $224.59 which was returned on March 28, 2014 and your April 24, 2014 payment in the amount of $500.00 which was returned on April 30,2014 and lastly your May 1, 2014 payment in the amount of $250.00 which was returned on May 16, 2014.According to our records, you also scheduled a payment in the amount of $2,000.00 on May 22, 2014 from routing number [redacted] checking account ending with 6338 which was returned on May 29, 2014 due to insufficient funds. We show a payment being made successfully in the amount of $2,000.00 on May 29, 2014. No negative information was reported to the Credit Reporting Agency.Thank you for taking the time to share your concerns and for allowing me the opportunity to address them. If you have any additional questions, in regard to this matter, please feel free to call the Customer Contact Center at [redacted] or your local branch.You 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 had an account with Sovereign Bank that contained roughly 200 dollars. I was incarcerated from April 1 to August 2nd, 2013, and within that period of time I left my bank account, under power attorney, under the sole guardianship of my lawyer, [redacted] (phone number: [redacted]). The bank had sent a debit card to my new apartment ([redacted]) just before I was incarcerated; I had not yet received it. When [redacted] visited the bank for the first time, to send me money, the bank informed him that there were only 6 dollars in the account. Neither he nor I had withdrawn money, but because confidential information had been sent through the mail the same week that I was incarcerated, we presume that my identity, pin number, or credit card was stolen, and that someone (I suspect my roommate, [redacted]) used this information to withdraw the money, almost 200 dollars, from my account. When I filed a complaint with the bank, it was declined for inaccuracies, without further explanation. [redacted] and I disagree. My account was insured for fraud and theft, and we believe that I should be refunded.Desired Settlement: We have documents that are evidence of my incarceration over the period of time that the money was withdrawn. Because it is clear that I was not able to withdraw the money, it is clear that it was stolen. The bank should recognize this and refund me.

Business

Response:

December 11, 2013

Dear [redacted]:

Thank you for your November 26, 2013 letter addressed-to the Revdex.com. It was forwarded to Santander Bank, N.A. (Santander), formerly Sovereign Bank, N. A. and received on December 02, 2013 and forwarded to me for a response.

We appreciate your inquiry, and as providing exceptional customer service is our goal at Santander, please be assured that we are carefully researching this matter in order to assist you.

You stated in your letter that you had been incarcerated from April 01, 2013 to August 02, 2013. You mentioned that just before you were incarcerated, the bank mailed a new debit card to your apartment at: -

[redacted] ,

You are presuming that your card and Personal Identification Number (PIN) were stolen and that someone (you suspect your roommate [redacted]) used the information to withdraw the money from your . account. You filed a complaint with the bank and it was declined for inaccuracies.

Our records indicate that on August 13, 2013 a claim was entered for the amount of $236.36 for the following transactions:

Amount Description,

$43.00 Automated Teller Machine (ATM) withdrawal at [redacted]

$63.00 ATM withdrawal at [redacted]

$103.00 -ATM withdrawal at [redacted]

$2.12 Debit card purchase at [redacted]

$12.24 Debit Card purchase at [redacted]

$13.00 Debit Card purchase at [redacted].

In researching your claim, we needed to obtain additional information from you. However, we were unable to contact you by phone as the phone number on file is invalid. Information such as: a copy of the police report, proof with dates that you were incarcerated, and an affidavit was needed.

On August 19, 2013 a customer contact letter and an affidavit was mailed to the [redacted] address: On August 27,2013, the claim was denied because the additional information was not received and a denial letter was mailed to the [redacted] address.

Since receiving your correspondence, a claim was re-entered on December 05, 2013. The claim number is [redacted]. In that regard, an Affidavit has been enclosed which needs to be completed for the new claim. In order to complete the investigation, we still need the information requested, and the Affidavit, otherwise we will have.to again deny the dispute for incomplete information. Please provide all the requested information along with the affidavit.

Please be aware that according to your Personal Deposit Account Agreement (PDAA) Santander Bank has ten (10) business days, from the date you notified -us of the error, to resolve your claim. In the event your claim cannot be resolved within, ten (10) business days a provisional credit will be applied to your account while the research is continued. In this case, the provisional credit cannot be applied to your account because the account ending, in numbers 1316, was charged-off and closed on May 17,2013 with a negative balance of $41.35.

We have up to 45 calendar days to resolve your claim. A letter will be mailed to you once the research is complete explaining the outcome of the claim. If the outcome of the claim is in your favor we will satisfy the charged-off balance first and mail you a check for the difference.

Thank you for bringing youx concerns to our attention and for giving me the opportunity to address them. If you have any additional questions in regard to this matter, please contact [redacted], Manager in Card Claims, at ###-###-####.

Sincerely,

Review: I had fraudulent charges on my bank account statement that resulted in 16 overdrafts so I went into the bank and spoke with the branch manager. He told me I had to contact the companies and inform them of the charges. Then he told me that once the charges were refunded that the bank would refund the money they took.I contacted the companies and was refunded all the money they owed me. When I went to the bank and told them the companies did their part and sovereign should too, I was given 4 fees back. When I asked about the other 12 I was given the run around and could no longer get a hold of the branch manager. So, I called customer service and they told me that I should have filed a complaint with them instead of going to these companies in the first place so I couldn't get my 12other fees back! If I only did what the branch manager said was my only option how is this my fault and how can he just lie and say this is my only option and then ignore me. I also was told that the 4 fees were given back as a courtesy. Thanks for the courtesy of giving me a portion of money that was MINE IN THE FIRST PLACE!Desired Settlement: I would like to receive the remaining $420 that was promised to me by a manager of the bank. Also, someone should look into the false information they gave me. A bank should not be allowed to lie to its customers! Thank you.

Business

Response:

September 25, 2013

Dear **. [redacted]:

Thank you for your recent correspondence dated September 6, 2013 that was submitted to the Revdex.com (Revdex.com). The Revdex.com forwarded your inquiry to Sovereign Bank on September 17, 2013, and as a representative of the Bank, I have been asked to respond.

We appreciate your inquiry and can assure you that this matter has been carefully researched in order to assist you. It is our goal at Sovereign Bank to provide exceptional customer service and to carefully review matters raised by our customers.

First and foremost, on behalf of the Bank, I wish to offer my sincerest apologies for any inconvenience that you have encountered in relation to this matter, as well as for the service that you felt you received. The level of service that you described is not at all consistent with our expectations. Please be assured that this situation has been reviewed and addressed by the appropriate management personnel.

It is my understanding that you have concerns in regard to insufficient funds fees that were assessed to your checking account ending in [redacted]. as well as concerns about the level of service that you felt you received from the Manager of our Renovo branch location in relation to this matter.

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

Thank you for taking the time to share your concerns and for allowing us the opportunity to address them. If you have any additional questions in regard to this matter, you may contact [redacted], District Executive [redacted], at ###-###-####.

You are a valued customer of Sovereign Bank and we appreciate that you have chosen to bank with us. It would be our pleasure to assist you with any financial needs that you may have, now' or in the future.

Sincerelv.

Review: My husband and I recently opened a credit card with Santander Bank. When I called to activate the card, they asked if I was interested in transferring balances from any other credit cards. They explained it was 0% interest for 18 months. I SPECIFICALLY asked, how that was handled, i.e. if my bill was $1200 for purchases for the month, and I paid an additional $100, would that $100 go to the balance of $1600, that I transferred. I was told yes it would. My husband was told the same thing, but he told them he wasn't agreeing to anything because I handle all of that. Well, I got my bill and they lumped the transferred amount in with my total charges for the month. We called and they said that whatever we paid would be put towards the transferred amount first and then towards purchases, which would make us start accruing finance charges!! We argued with them for quite a while as this was not what we were told. We spoke with supervisor, Daniel M[redacted] and got nowhere, then requested that his boss, Tracie S[redacted] contact us. She did the next day, but again we got nowhere with her. We feel this is false representation, and very misleading, i.e. bait and switch. They told us one thing, then say, they're sorry for the misinformation and they will "coach" their marketing people. THIS IS WRONG!!!!!!!!!!!!!! I was planning to pay my monthly purchases PLUS an extra $100 to go towards that transferred amount for the next 18 months like I was told I could! I requested finance fees be waived for the next 18 months until it was paid but the only thing Tracie offered was to waive one months fee forcing us to pay it off within the next 2 months in order to avoid any finance charges. My husband and I feel this is totally wrong and I'm sure we're not the first people to complain about it! Isn't this how people got into so much financial trouble over the years by credit card companies and banks lying to people? We would appreciate anything that can be done. Thank you.Desired Settlement: We just want what we were told-that we could apply $100 over 18/m to our transferred amount.We would pay our monthly charges in full, plus an extra $100 until the $1600 that we transferred is paid.OR to have them waive ANY finance charges that may be accrued until that is paid off.Unfortunatley, I feel that before you can get this resolved, we will be forced to have it paid in order to avoid any financing charges. This is how they make their money, by giving false information. Not trustworthy!

Business

Response:

October 14, 2014Dear [redacted]:On September 29, 2014, Santander Bank, N.A. (Santander) received a complaint from you that was sent to the Revdex.com by [redacted].In [redacted]'s complaint, she stated that she had recently opened a [redacted] Credit Card with Santander. [redacted]states that when she contacted Santander to activate her Credit Card, she was asked if she would be interested in transferring her balances from another credit card and receive a 0% APR on her balance transfer for 18 months. When she asked if she were to pay an additional $100.00 a month towards her balance, would the $100.00 go directly towards the amount she transferred, [redacted] states she was told that the additional funds would be applied towards the balance she transferred. However, when she received her first credit card statement, she noticed the balance transfer and her purchases were combined. The Contact Center agent attempted to explain how payments are allocated in response to [redacted]'s questions, however, [redacted] was not satisfied.On October 9, 2014, Mrs. Talia C[redacted] in our Customer Relations department contacted [redacted] by telephone and apologized for any confusion. We determined that when [redacted] first contacted our Customer Contact Center requesting details of how payments are allocated, we could have done a better job explaining this to her.Mrs. C[redacted] advised [redacted] that as a courtesy we have agreed to extend the 0% promotional APR for her purchases in addition to her transfer balance and the interest would be adjusted on her next statement. The 0% APR on purchases will expire on February 21, 2016.On October 10, 2014, Mrs. C[redacted] left a voice mail message advising [redacted] that she would receive a telephone call from [redacted] in the credit card department to assist her further with her questions. After several attempts [redacted] was able to speak with [redacted] on October 14, 2014, and advised [redacted] that once her statement was available on October 28, she would contact her and review her statement with her to answer any questions or concerns.[redacted] was appreciative of the call and thanked [redacted] for following up with her.Should you have any additional questions regarding this matter, please feel free to contact Mrs. Talia C[redacted], Customer Relations Representative, at ###-###-####.Sincerely,JoAnn GVice President - Manager Customer Relations

Review: I have written Santander in the past to close my account. I have not used these accounts in SEVERAL months, going on almost year. They did not. I had a $12 transaction come through and as soon as I got the overdraft fee I mailed a check to get the acct to $0. I then get a letter after being on vacation that they didn't receive payment and charged me another fee for a total of $-82.25. Pd over the phone cost me another $15. For a total of $97.25. I feel like they cheat people. I've worked at a bank and my mother-in-law was a banker for 18 years. They keep account open and give interest on $0 for instances like this. To stop payment on the other check at my bank was $30. Santander is the worse banking experience I have ever had. If they would have listened to me, the customer, about closing my account months ago, there wouldn't be an issue today. I want my fees waived or at least the last fee. I will be sure to let people know about my experience to prevent them from dealing with this unprofessional bank. I feel like this bank robs people.Desired Settlement: I feel like I should have my fees waived. I have paid them to get the account closed, but I feel like they should have closed my account a long time ago and stop sending statements as well as giving interest.

Business

Response:

June 27, 2014Dear [redacted]:Thank you for your most recent correspondence addressed to the Revdex.com on June 17, 2014. Your letter was forwarded to Santander Bank, N.A. (Santander) on June 19, 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 in reviewing your correspondence that it was your intention to close your accounts with the bank through written requests due to you not having much usage over the last year. After researching your request, we have not received any written requests to close your accounts at any of our Santander locations.You mentioned in your letter that a $12.00 transaction on May 16, 2014 caused one (1) $35.00 insufficient funds fee and one (1) $35.00 sustained overdraft fee for a total of $70.00 to be assessed to your account. You brought the account in good standing when you were notified regarding the overdrawn balance.In your correspondence you requested that we close your accounts and reimburse you $70.00 for the fees you received. Please be assured that checking account ending in 2253 and money market account ending in 8377 are now closed. No additional transactions will clear from these closed accounts. In addition to your request to dose your accounts, we have also complied with your request to refund you the $70.00 in fees you were assessed. Enclosed is an Official Santander Bank check in the amount of $70.00.Please accept my apology on behalf of 5antander for any inconvenience you have experienced.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,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: First and foremost the overall customer service of Sovereign as a whole is pathetic. They in no way, shape, or form have the desire to help anyone. Most of the employees I encounter are rude. They do a poor job of handling their customers' money. I just recently found out that an agent signed me up for a checking account I never asked for that came with a laundry list of penalties attatched to it that I was not aware of. I also tried to close one of my accounts with them and was told I could not because there was a lien on the account. After hours of phone calls with with the IRS and Department of Treasury I realized no one had any clue what I was talking about. They all told me they had not placed the lien on my account. One of my biggest complaints involves a huge mistake made by one of the tellers in a local branch. I have a savings account specifically for the support of my child. When I went to move the funds to another account I was made aware that my balance was much lower than it should have been. The teller moved funds incorrectly and made a HUGE $300 error and now I don't have very critical money for my child that I needed. I WANT THAT [redacted] MONEY BACK. If I had the ability to single handedly put this bank out of business I would. Nothing but horror stories.Desired Settlement: I want the $300 back that was incorrectly moved and thus gone missing. I also want an apology. And I want both of my accounts closed out completely and indefinitely. I will let all my friends and family to take their banking elsewhere.

Review: I brought a brand new customer to this branch to set up a debit/ checking account at my bank Santander. I asked about the incentive program that bringing a new customer would net me 25$ in my account after 2 months. The 2 months have expired and no deposit has been made. I was lied to on three separate occasions of why this has not happened bye Manger [redacted] and [redacted]. 1. The bank stopped doing it. They did not say that when he signed up they reassured me I would get 25$. 2. He does not have direct deposit. He does have direct deposit. 3. He does not use on-line banking. He does. 4. Lied that they talked to customer, "who I know and did not talk to them." They would just love to have me go away and tried to give me some manager lip-service and I caught them lying.Desired Settlement: Would like the 25$ that they said they would honor deposited in my account.

Business

Response:

July 7, 2014Dear [redacted]:Thank you for forwarding Santander Bank, N.A. information related to the above mentioned customer.Below please find a summary of our recent contact with **. [redacted] regarding his concerns.On July 1, 2014, [redacted], District Executive, spoke with **. [redacted] by telephone regarding this matter, **. [redacted] was offered an apology for the experience he described and was informed that in consideration of the situation, the $25,00 Refer-a-Friend bonus in question would be provided to him, **. [redacted] indicated he was satisfied with the resolution of this matter.The $25.00 bonus was credited to **. [redacted]'s account the following day, July 2, 2014.For purposes of clarification, it should be noted that the Bank was not running a 'Refer-a-Friend' promotion at the time the account in question was opened by **. [redacted]'s acquaintance, Our review of this matter concluded that **. [redacted] may have been anticipating the bonus based on the fact that the Bank had offered this type of promotion in the past, rather than based on any conversations he had with representatives of the Bank at the time the account in question was opened.Thank you for allowing us the opportunity to address this matter.Sincerely

Review: On Friday March 28th my debit card was fraudulently used at an [redacted] store in Connecticut. The bank allowed 2 transactions to go through for nearly $1600 before blocking my card. Additionally about $200 in overdraft charges left my checking account with a negative balance. From a branch we tried to call on March 29th, but were unable to get through. I was not able to file a claim until Tuesday the 1st, because I was told I had to wait until everything "posted", even though the bank already knew the amounts, and that the charges were fraudulent. Additionally, since the claim was filed I have been charged nearly $400 in fees for having a negative balance. My paycheck, and my Wife's paycheck are autudeposited to this account, so it is essentially like on top of the criminals who used my card, the bank is also taking money right from my paycheck. I have been calling daily, and have gotten no update on the status. No offer was made to temporarily replenish the funds, or stop the additional fees from posting. Today I spoke to support leader [redacted], and was told the "claims" department could not be called for status, she could only email them my concerns. She also indicated I "may: receive a provisional credit 10 days from the time I submitted the claimDesired Settlement: All fees and fraudulent purchases be refunded immediately. I have a [redacted] branded debit card. It is unreasonable to me that the bank allowed fraudulent transactions that basically decimated my paycheck, and I have to wait WEEKS for the funds to be credited, while my bills go unpaid.

Business

Response:

April 25, 2014Dear **. [redacted]:Thank you for your correspondence dated April 8,2014 that was submitted Revdex.com (Revdex.com). The Revdex.com forwarded your inquiry to Santander Bank, NA. (Santander) on April 14, 2014 and as a representative of the Bank, I have been asked to respond.We appreciate your inquiry and can assure you that this matter has been carefully researched in order to assist you. It is our goal at Santander to carefully review matters raised by our customers.It is my understanding that you expressed concern regarding your checking account ending in [redacted]. Your inquiry raised concerns regarding the Bank’s inability to file a claim for unauthorized transactions while the transactions were in a pending status. You also questioned the ten (10) day timeframe that you were quoted in order to receive a refund for the unauthorized transactions. Lastly, you requested that your account be credited for the unauthorized transactions that were presented for payment against your accountIn order for the Bank to file a claim for unauthorized transactions, the transactions must be presented for payment and collected by the merchant When an unauthorized transaction is in a pending status, the Bank is unable to file a claim for the transaction as the funds are not yet collected by the merchant Transactions that are in a pending status on your account may not be presented for payment and or collected by the merchant which could result in the funds not being debited from your account. Under Federal Regulation E, the Bank has ten (10) days to research your claim prior to applying provisional credit to your account. During the investigation process, if we find that we will exceed the ten (10) day timeframe, provisional credit is then applied to your account while we continue our investigation.Our records indicate that claim number [redacted] was filed on April 1, 2014 and an affidavit was mailed to you in order to complete and return to the Bank for the two (2) unauthorized transactions totaling $ 1,596.56 that were presented for payment against your account We received the completed affidavit and are in the process of researching your claim further. We have contacted the merchant for copies of the receipts in order to complete our investigation. Upon completion of our investigation, we will contact you with our findings.While We continue researching your claim, a provisional credit was applied to your account on April 11, 2014 in the amount of $2,028.56. The provisional credit that was applied to your account represented the $1,596.56 for the unauthorized transactions that were presented for payment, $420.00 in insufficient funds fees, and the $12.00 sweep fee which your account in incurred.Thank you for taking the time to share your concerns and for allowing me the opportunity to address them. If you have any additional questions, in regard to this matter, please' feel free to contact [redacted], Centralized Card Claims Manager, at ###-###-####.You are a valued customer and we appreciate that you have chosen to bank with us. We look forward to assisting you with all of your financial needs, now and in the fixture.Sincerely,

Review: I have 3 accounts with Santander, a savings, checkings and HELOC account. When I signed up for the HELOC account I chose automatic interest payment from my checking account. I have subsequently been making additional principle payments via their online transfer system. To my surprise after I made my payment, it was never reflected. I called in and they said you can not pay principle using an automatic transfer from one Santander Account to another Santander Account. After reiterating it, and confirming that you can not do that (which I find absurd) the agent suggested that I use their bill pay system and make sure to denote it as payment for Principle. I obliged and did that the second month. Now using Santander's billpay system to pay a Santander HELOC account from a Santander CHecking account required 5 business days. This is the same institution and it takes 5 business days to process, but if it works I am willing to wait the 5 days. After 5 days, I realize my payment hasn't been reflected in the HELOC account. I called in to inquire about it and they said, you can not use Santander's BillPay system to pay your Principle payment and suggested that I send in a check or visit a branch. I feel like I am still in the stoneage when dealing with this Santander.

My HELOC online account has no transactional details. They only should you summary information.

After speaking to multiple representatives regarding this and having them manually adjust the payment to principle as of the date transfered it out of my Santander CHecking Account, they manage to [redacted] that up as well. The did not back date and only reflected it as the date that I called in. Below are reference numbers from Santander that speaks to this incompetence. I also spoke to a supervisor who left me her number and extension, but never picks up and never returns my call when I leave her a voicemail. Her number is [redacted] ext [redacted].

Inquiry Acknowledgement [redacted]

Your reference number is [redacted]Desired Settlement: I want to understand what the reasoning is behind this incompetence and have my payments back dated to the correct date. I also would like to pay principle payments online.

Business

Response:

February 18, 2014

Dear [redacted],

Thank you for your February 5, 2014 letter that was sent to the Revdex.com. Your concerns were forwarded to my attention, for response, on February 12, 2014.

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.

It is my understanding that you had been trying to make principal only payments, to your Home Equity Line of Credit (HELOC) ending in numbers [redacted], using telephone banking. In speaking to an advisor, you were informed this is not possible within our automated telephone banking system, and that you had to use Bill Pay in order to accomplish this. Upon making the payment via Bill Pay, the payment was not credited to only to principal. Due to these issues, you requested that these payments be reversed and credited to principal only.

First and foremost, I sincerely apologize for the inconvenience that you have experienced in trying to get a resolution to making principal only payments. I have confirmed that these payments have now been backdated and properly credited as principal only payments.

To provide some background, our BillPay service treats all loan payments as ordinary loan payments and does not allow customers to request that all or some portion should go toward principal. We recommend that a second biller be established with the correct payment address and specific notation of “Principal Only” and the account number all within the account number field. This will ensure that the payment will be handled manually instead of electronically and then processed as principal only.

Currently, only summary information is available for your HELOC in Online Banking. Historical loan data is not available in Online Banking, but we are working with our technology team to improve functionality on an ongoing basis and this will be considered as a future enhancement.

Thank you for taking the time to share your concerns and for allowing me the opportunity to address them. We value your feedback. If you have additional questions or require additional assistance, please contact us at ###-###-#### at your earliest convenience and request to speak with [redacted], Online Banking Manager.

You are a valued customer and we appreciate that you have chosen to bank with us. We look forward to assisting you with all of your financial needs, now and in the future.

Sincerely,

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

Review: Attempted online purchase on October 19, 2013, using Santander Bank debit card for $205.55 for the merchant [redacted]. Merchant decided to ship package signature not required, therefore, UPS left the package outside on October 24, 2013 without a signature. Immediately, notified merchant that package was not received, merchant not helpful in resolving issue. Rather, false statements were made by merchant claiming that customer signed a driver release, when this excuse did not work and no documentation existed of a driver release, the merchant claimed that customer did not provide UPS with requested information. Therefore, billing dispute initiated with Santander Bank beginning on or about November 12, 2013, Santander Bank contacted merchant and received a faulty document showing a package delivered outside with no signature. Without any further inquiry or clarification from customer, bank denied claim. Customer contacted Santander Bank via telephone on December 24, 2013, advising that no signature proof exists from delivery, customer did not request or authorize the merchant or UPS to leave package outside. However, Santander Bank again denied the claim, purportedly thinking it is a duplicate. Merchant continued to charge subsequent installment payments of $29.95 on November 22, 2013 and December 24, 2013, and Santander Bank willingly approved such charges even though the original purchase was in dispute with the same merchant. In fact, Santander Bank was contacted to place the aforementioned charges of $29.95 in dispute, at which time, Santander Bank issues an erroneous letter to the customer advising that the merchant has credited the account, however, this never happened. Lastly, Santander Bank has no incentive to process this dispute properly as they collected additional fee revenue in the amount of $70.00 in overdraft fees charged on October 22, 2013, directly, related to the initial dispute purchase of $205.55 and $35.00 sustained overdraft fee charged January 27, 2014, directly, related to the aforementioned billing disputes.Desired Settlement: Customer entitled to refund of $370.45 based on the initial disputed amount of $205.55, $29.95 disputed purchases of November 22, 2013 and December 24, 2013, $70 overdraft fees that are related to dispute, charged on October 22, 2013 and $35 sustained overdraft fee charged January 27, 2014.

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 do not know what additional information could possibly be needed to process the disputes of $29.95 charged to the account on November 22, 2013 and December 24, 2013, totaling $59.90. In fact, the banking institution was already aware of these subsequent disputes, because they sent me a letter dated December 11, 2013, claiming that the merchant credited the account, however, the bank was confused because this credit never occurred (proof attached).

Regards,

Business

Response:

February 13, 2014

Dear **. [redacted]:

Thank you for your recent correspondence addressed to the Revdex.com and the Consumer Financial Protection Bureau. We received your inquiries on February 6, 2014,'and as a representative of the Bank, I have been asked to respond.

You noted in your correspondence that you do not agree with Santander Bank’s decision to deny a claim that you submitted on October 21, 2013. Specifically, you made a $205.55 purchase from Radar/Laser Experts using your debit card, ending in number [redacted]. The merchant shipped the merchandise using the United Postal Service (UPS) and a signature was not required. The merchandise was delivered by UPS and left outside at the delivery address. You are not in receipt of the merchandise and are requesting that Santander credit your checking account, ending in numbers [redacted], with $205.55. You also stated that you felt Santander should not assess insufficient funds fees while the claim was in dispute. Lastly, you stated that the merchant continued to charge subsequent installment payments of $29.95 on November 22,2013 and December 24, 2013, and Santander Bank willingly approved the charges even though the original purchase was in dispute.

Although, in an attempt to recover the funds, the merchant provided us with proof of delivery and therefore, properly denied, as a good faith gesture, we have made the decision to credit your checking account for . $205.55. In addition, a total of $152.00 in insufficient funds fees was credited to your account Both credits posted to your account on February 7,2014, and will appear on your next monthly statement.

Regarding the $29.95 installment payments, additional information is required to complete the investigation. Please contact [redacted], Card Claims Manager at ###-###-#### at your earliest convenience to resolve this matter.

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. We look forward to assisting you with all of your financial needs, now and in the future.

Sincerely,

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

Message left for the aforementioned person on March 3rd at 4:53 pm. As of this writing, the person has NOT returned the phone call, I have phone records to prove this! It seems like the integrity of the bank and this person is very low.

Regards,

Review: To Whom It May Concern:

I am writing to request help in tracking down money placed in a certificate of deposit (CD) with Sovereign Bank( now Santander) at [redacted] in [redacted] in March 2010. Santander stopped reporting interest on this CD in March 2012. The account is no longer listed on line with Santander, and we have no records or knowledge of closing the CD, which should have continued to roll over. We contacted Santander’s “[redacted]” on their consumer telephone line on January 21, 2014 at 2:30 PM eastern. [redacted] at first said the CD was closed and moved to another account, but when we pointed out there was no deposit record for the account, she backtracked and stated it would have to be researched. We requested a call no later than January 24,2014, but have heard nothing from Santander.

This is a 3rd instance of difficulties with Sovereign, previous instances including their closing an account that had been inactive for 12 months and keeping the money(<$100) in an account, and misreporting mortgage interest to the IRS which took a year of persistence on my part to get Sovereign to finally resolve. I recognize I am requesting help after only one attempt at communication with Santander on this issue, but given the history, I have no confidence in Santander quickly resolving the problem.

Again, I am not accusing Santander of fraud or theft. I am asking instead that they fully research and show the path of the money from CD, account [redacted], and explain how this occurred. Once we understand what happened we can discuss corrective action.

The CD was in the name of [redacted] and [redacted], and was opened with $3532.32. With this letter [redacted] also gives permission for Santander and the Massachusetts Division of Banks to fully discuss the account and the complaint with [redacted]Desired Settlement: Again, I am not accusing Santander of fraud or theft. I am asking instead that they fully research and show the path of the money from CD, account [redacted], and explain how this occurred. Once we understand what happened we can discuss corrective action.

Business

Response:

February 18, 2014

Dear **. [redacted]:

Thank you for your January 30, 2014 letter addressed to Santander bank, N.A., which was received on February 6, 2014. We are also in receipt of your February 3, 2014 letter addressed to the Revdex.com. Your letters were forwarded to my attention and as a representative of the bank, I have been asked . to respond.

We appreciate your inquiry and can assure you that this matter has been carefully researched in order to assist you. It is our goal at Santander Bank, N.A. to provide exceptional customer service and to carefully review matters raised by our customers.

You stated in your letters that you are questioning what transpired with your Certificate of Deposit (CD), ending in numbers [redacted]. Speficially, you belive that we stopped reporting interest on the account in March of 2012 and do not recall closing the CD. As a result, you would like additional information.

Enclosed please find a copy of your 1099-INT for the 2012 tax year. The 1099-INT illustrates that the CD earned $11.49 in interest during 2012. In fact, your 1099-INT for 2013 would have been recently mailed to your attention, which would also have listed the CD and the interest earned during 2013.

The CD, ending in numbers [redacted], was closed on October 28,2013, in the amount of $3,600.30. The funds were then used to open your CD, ending in numbers [redacted]. I have enclosed the CD withdrawal slip for the closure of the first account and the deposit slip for the opening of the second account.

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

If you have any additional questions, in regard to this matter, please feel free to call the Customer Contact Center at ###-###-#### or your local branch.

You are a valued customer and we appreciate that you have chosen to bank with us. We look forward to assisting you with all of your financial needs, now and in the future.

Sincerely,

Review: Sovereign Bank uses robo calls to harass customers with unwanted credit card solicitations with calls from ###-###-####. If you attempt to answer the call hangs up on you. I finally got sick of the unrelenting harassing calls on 9/7/13 and called back and advised them to take my phone number off of their calling list. I received another call on 9/11/13. This time I called the main bank number at ###-###-#### and spoke to rep [redacted] and then supervisor [redacted]. They indicated it would take 4-6 weeks to stop the annoying calls. I asked for a higher level supervisor. They said she was [redacted] but was unavailable and that although she had a voice mail, I was unable to leave her a message. No consideration was given to the fact that I have been a loyal customer for years, but am now strongly considering canceling my bank account. I have also been on the national Do Not Call registry since 2008.Desired Settlement: Phone number removed from their call list to end the harassment.

Business

Response:

October 1, 2013

Dear **. [redacted]:

Thank you for your September 11, 2013 correspondence submitted to the Revdex.com (Revdex.com). The Revdex.com forwarded your inquiry to Sovereign Bank, and it was received on September 24, 2013. As a representative of the Bank, I have been asked to respond.

We appreciate your inquiry and can assure you that this matter has been carefully researched in order to assist you. It is our goal at Sovereign Bank to provide exceptional customer service and to carefully review matters raised by our customers.

It is my understanding that you are receiving calls for credit card solicitations. You would like your telephone number to be removed from the calling list immediately.

Our records indicate that our vendor, [redacted], was calling you on behalf of Sovereign Bank. You stated in your correspondence that you called [redacted] on September 7, 2013 to remove your telephone number, but you received another call on September 11, 2013.

On September 11, 2013, you called Sovereign’s Customer Contact Center to have your number removed from our calling list. We reviewed the recorded calls. We have determined that you were incorrectly advised that the time frame to be removed was four (4) to six (6) weeks. The time frame provided was for the general Do Not Call list. When it is determined that a vendor such as [redacted] is calling our customers, we can remove a customer’s number more quickly. That same day, a request was submitted to remove your telephone number from [redacted]’s calling list. Your telephone number, ###-###-####, was placed on [redacted]’s Do Not Call list that day. Therefore, you should not receive any further calls from [redacted] on Sovereign’s behalf.

Please accept my apology on behalf of Sovereign Bank 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, please contact [redacted], Customer Relations, at ###-###-####.

You are a valued customer and we appreciate that you have chosen to bank with us. We look forward to assisting you with all of your financial needs, now and in the future.

Review: My sister passed away and I am handling her estate.

My sister purchased her 2002 HYUNDAI ON OR ABOUT 3/2005. SHE BOUGHT IT USED. The car is now 11 years old. The used car dealer she purchased it from no longer exists.

I was advised by a State of Connecticut DMV representative on (6/26/13) that [redacted] is the lien holder on the vehicle. The DMV employee told me to just call ** and have them fax a LR (lien release) to him. I called them from the DMV and I was advised that this could take weeks or months to clear up. The DMV employee couldn't believe what I was being told by **. This is a routine matter and that banks fax him this info all the time.

Please note that the State of Connecticut DMV will not release the title OR A COPY OF SAME regarding the vehicle in question until they receive a LIEN RELEASE LETTER. And [redacted] is LISTED AS THE LIEN HOLDER.

Now setting aside social security numbers and vin numbers and death certificates and court records and so on - do you honestly think [redacted] would have an outstanding USED CAR LOAN on a 2002 vehicle from 2005? I mean that's what ------ 8 YEARS?????

On 6/26/13 I called the following [redacted] phone numbers from the DMV office I was in in order to obtain a LIEN RELEASE LETTER:

###-###-####

###-###-####

###-###-####

###-###-####

###-###-####

###-###-####

###-###-####

Sometimes I called those numbers several times. One person there told me I should go to (and who knew this existed) [redacted]

No one at any of those numbers could help me - and getting past the automated system is impossible because I have no loan number and my sister’s Social Security number is not in the banks system BECAUSE THERE IS NO LOAN ON THE VEHICLE.

I spent 4 hours driving to the Ct. DMV - waited 2 hours in line - made countless phone calls to ** and spoke with (when I could get past the automated system) countless ** employees who were rude - unprofessional - incorrect - inaccurate - and failed to have any understanding of the what should have been a routine issue. After getting nowhere with ** I drove home - another 4 hours - completely stressed out and in tears because of the way I was treated. When I got home I hit the computer and found [redacted]'s (CEO of [redacted]) email address and sent him my issues with his company. His email address is [redacted]. I advised **. [redacted] of the following "YOU HAVE NO RIGHT TO HOLD A LIEN AGAINST MY SISTER'S VEHICLE AND UNLESS YOU CAN PROVE OTHERWISE PLEASE SEND ME A LIEN RELEASE LETTER AS SOON AS POSSIBLE. IF MY SISTER DEFAULTED ON THIS 8 YEAR OLD USED CAR LOAN - WHY DIDN'T ** REPOSESS IT? IT HAS BEEN SITTING IN MY SISTER'S DRIVEWAY FOR THE PAST 8 YEARS AT THE SAME ADDRESS." I also made complaints to the United States Dept. of Justice, the State of CT DMV Commissioner, and the State of CT [redacted]ing Commissioner all complaining about ** and how there employees treated me over a routine issue. I spent 14 hours of my time and emotions with this corporation - is this how their customers are treated?

The next day (6/27/13) I received a phone call from an ** employee on behalf of the CEO letting me know that the LR was being emailed to me. Is this what a person needs to do to get a routine matter handled at [redacted]. Now I need to travel to the CT. DMV and spend another day there. All because ** employees could not deal with a routine issue. I want ** to pay for the gasoline bill I will again incur to travel to the CT DMV and back and I want [redacted] to explain to me why I was treated so poorly by his company and employees.Desired Settlement: I want ** to pay for the gasoline bill I will again incur to travel to the CT DMV and back and I want [redacted] to explain to me why I was treated so poorly by his company and employees.

Business

Response:

{Please see attachment.}

Review: On 12/11/2014, my checking acount was compromised in the amount of $776. Someone managed to get ahold of my debit card information, duplicated my card, and used it at a [redacted] ATM to withdraw twice; first in the amount of $200 then in the amount of $500 in quick succession. I incurred $70 in overdraft fees as well as $6 in banking fees since the ATM used was not my own. I noticed these fraudulent charges on my statement the very next day and called Santander immediately. They cancelled my card, but have yet to refund my money. I have called them approximately 6 times over the past two weeks trying to deal with this mess, and each time they fumble trying to find the information about my case. I even have a CASE NUMBER that THEY provided me, yet every time I give it to them to reference, it takes them 20 minutes to find. The customer service reps that I've dealt with have been rude and insensitive to my issue, providing me with little to no information about the resolution, quoting up to 90 days for possible resolution. To me this is absolutely absurd. This is MY MONEY that I have earned and trusted them to keep in their bank. Due to no fault of my own my card was compromised; I still physically had the card with me, I did not lose it or misplace it, I never let anyone use it, no one knew my PIN number except for me. This is a true case of fraud, yet they have zero concern about my stolen funds, and they have yet to provide me with a resolution. I am 24 years old with tens of thousands of dollars to pay back in student loan debt. Being out $800 is no small thing, this is a very large amount of money to me and I've endured not only monetary stress but emotional stress because of this issue.Desired Settlement: I want all $776 refunded to me in full immediately. This money is mine, and they cannot legally keep it from me. I will go to whatever lengths necessary to get my money refunded to me, as I am merely a victim in this stressful and disheartening scenario.

Business

Response:

See Attachment.

Review: I engaged with Sovereign Bank regarding a refinancing for the mortgage on a property I own where the mortgage is already held with them. I initially began the process of engaging with them in January 2013. After initial discussion regarding this refinancing I paid the application fee and received the packet of information describing the process on January 25, 2013. My application was to hold the quoted rate for a period of 30 days while the information was gathered and the refinancing was locked in. I delivered all the requested paperwork to [redacted] on or around 2/12/13. I authorized them to charge my credit card with a credit authorization form on 2/25 and also delivered additionally requested forms at that time. They charged me $399 back on 2/28 and brought in one [redacted] to the process on 3/13. Once [redacted] was involved, there was little to no communication. I have been repeatedly reaching out to both [redacted] and [redacted] and was eventually contacted by [redacted]. He contacted me on or around May 15, 2013. I spoke with him 2-3 times and as of June 12 I have still not heard back from anyone regarding the status of my mortgage with Sovereign Bank. I continue to pay our existing mortgage, and would like to reconcile if they are going to be able to finalize this refinancing or not.Desired Settlement: Either they should finalize the refinance with their bank or they should return the application fee of $399 and I will seek a different institution to hold the refinance on our mortgage. This is very, very unprofessional and also very concerning since they currently have much of my personal information and I am concerned that they are capable of communicating and maintaining personal privacy with this information as a result of their lack of customer service.

Business

Response:

{Please see attachment.}

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that their response is almost satisfactory to me, with the caveat that they will be closing the refinancing in the next 5-10 business days. I have supplied the requested documents on 3 different occasions at this point and the communication of receipt of these materials has continued to be unsatisfactory. If the refinancing closes and does not continue to drag out, I will be more than happy to consider this complaint resolved.

Regards,

Review: I have written to the Revdex.com for the third time in 5 years about santander bank. On april 1st 20014SANTANDER RECEIVEDA LETTER FROM Revdex.com about changing my due date on mortage back to the 15th of every month. they sent out a loan modification app. (which I didnot need as I already filled out 2 of them) I filled it out and sent it back registered mail .I received A letter regarding my date change from customer relations april 22nd 2014 JoAnn Grubber vice president customer relations I was contacted on may 20th by bank by phone to tell me I filled out the wrong app. Iasked to talk to some one who could help me she . before being transferred again Iasked about date change and she said probably not...... I am disabled and receive my benefit check on the third week of every month . With my payment being due on the 15th I sometimes paying a60.00 dollar late fee. I have explained in my other letters this has caused me stress problems which made me seek a doctors help... I am a proud man , after being held captive by this bank for many years I dont think Iam asking for much thank you [redacted]Desired Settlement: I need due date changed back to original due date

Business

Response:

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

Review: Santander is charging a fee for using their debit card (as a credit card) for purchase done in Puerto Rico despite that Puerto Rico is a part of USA especially that they already has a branch there. There response was that this was included in the agreement but they gave the impression that it sis OK to use the card there without any fee and without advising the costumer about these details when I informed them that I was going to Puerto Rico.

Business

Response:

February 27, 2014

Dear **. [redacted]:

Thank you for your February 18,2014 letter addressed to the Revdex.com. Your letter was forwarded to Santander on February 25, 2014 and as a representative of the bank, I have been asked to respond.

We appreciate your inquiry and can assure you that this matter has been carefully researched in order to assist you. It is our goal at Santander Bank, NA. to provide exceptional customer service and to carefully review matters raised by our customers.

You stated in your letter that you are questioning the International Transaction Fees and the International Cash Withdrawal Fees that were assessed to your checking account, ending in numbers [redacted], from February 11,2014 through February 13,2014. You are requesting a refund.

In reviewing your account, we determined that the service fees which were assessed to your account are valid and not (he result of a bank error. However, as a courtesy, $26.00 was refunded to you on February 20, 2014. The credit will appear on your next monthly statement

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

We are happy to inform you that as of February 14, 2014 customers can use ATM's in Puerto Rico and Mexico free of charge. It is for this reason that any international transactions that posted to your account, from Puerto Rico, after February 14,2014 were not assessed any fees.

Prior to our recent change, when you opened your Extra 20 checking account on November 26,2013, several pieces of literature were provided to you, including the Personal Deposit Account Fee Schedule (PDAFS), The PDAFS, which is enclosed, notes that we will assess an International Cash Withdrawal Fee for dll international automated teller machines (ATMs). Because the term, “international” is defined by the networks we utilize as “occurring outside of the 50 United States”, the PDAFS also indicated that die fee. applies to transactions “outside the 50 United States” The same criteria applied for debit card purchases. It is for this reason that the transactions you conducted in Puerto Rico were treated as international and assessed the International Transaction Fee.

Thank you for taking the time to share your concerns and for allowing me the opportunity to address them. If you have any additional questions, in regard to this matter, please feel free to call the Customer Contact Center at ###-###-#### or your local branch.

You are a valued customer and we appreciate that you have chosen to bank with us. We look forward to assisting you with all of your financial needs, now and in the future.

Sincerely,