Santander

Review: The company , Santander is my current mortgage company. After getting behind on my mortgage this company offered me a loan modification option. After agreeing to this process I agreed to go ahead with the application. I filled out all the necessary papers and submitted pay stubs, expense reports and year to date pay earnings along with many other requirements. The problem arose when after submitting all the information to them they still requested all the same information several more times. I found out however the return envelopes THEY sent to me had the wrong address.They contacted me from the Single Point of Contact service they use located in [redacted], PA, where my payments go. Now the return address they sent to me FROM [redacted], PA was, Santander Bank, [redacted] , CT [redacted]. When the [redacted] office called me they said that I would have to resend all information. Well obviously I did not have the information because I had already sent it . Now according to their guidelines I have only two days to complete the final review, and there is no way I can do this because of them saying they can't retrieve the information from the [redacted] office. I am trying to resolve this by contacting the [redacted] office on Monday November 11, 2013. All I really need is for these people to honor the ite** I have already submitted. In some fashion or for some unknown reason they are causing me undo proble**, when they are misrepresenting this service. Thanks for any help you can provide. Their number is : ###-###-####, contact person [redacted], for the [redacted] address. For the [redacted], all I have is fax, ###-###-####.Desired Settlement: COMPLETE THE LOAN MODIFICATION PROCESS

Business

Response:

December 9, 2013

Dear [redacted]:

Thank you for your correspondence submitted to the Revdex.com of Washington DC and Eastern Pennsylvania (Revdex.com). The Revdex.com in turn forwarded your inquiry to Santander Bank, N.A. (Santander) on November 18, 2013, and a representative of the Bank, I have been asked to respond.

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

You stated in your correspondence that you mailed the Bank the required information that was necessary to complete a loan modification, however you found out that the information was mailed to the wrong location as the address that was printed on the return envelope was not correct. You also mentioned that you only have two days to complete the final review and you no long have the required documents because you previously mailed them into the Bank.

On October 29, 2013, we received your information that was mailed to at the Bank’s [redacted], Connecticut address, however your financial package was not complete. You were required to send in a copy of your [redacted] and paystubs. Your Single Point of Contact (SPOC), [redacted] contacted you by telephone on November 1, 4, 6, and 8, 2013, to inform you of the missing ite** that were still required to complete your financial package. Our records indicate that **. [redacted] spoke with you again on November 12, 2013, and explained to you that the Bank cannot accept hand written paystubs. In order to expedite your request, **. [redacted] suggested that you mail the required documents to the Bank's Reading, Pennsylvania location. The Mailing address is:

We have no record of our return envelopes having the incorrect address printed on them. If you would like us to farther research this matter please provide us with a copy of the envelope or the address that was printed on the envelope that you believe may be incorrect. Please contact Aleda Howard of the Customer Relations Department at ###-###-#### with these additional details.

Thank you for taking the time to share your concerns and for allowing me the opportunity to address your concerns. If you have any additional questions, in regard to this matter, please feel free to contact [redacted], of the Loss Mitigation Department at ###-###-####.

Sincerely,

Review: On a # of occasions through out the years I have received overdraft fees from Sovereign Bank. Back in August/September they reversed the overdraft fees due to charges that were invalid. Because of the multiple times I have been charged overdraft fees dispite the money I have put in the account I have decided to close the account and no longer have my money there. I was not able to close the account before October 1st. I spoke to a supervisor today to advise I would like to have the charges reversed because they charged me a maintenance fee of $5 which overdrafted my account. This time it was not me spending the money it was due to an maintenance fee. I have opened another account in the process and no longer have my direct deposit going there. I had to wait until all that was completed before I closed the account.Desired Settlement: I am looking for the maintenance fee to be reversed for it does not make since for me to pay a monthly maintenance fee when I am closing the account. Which will reverse the $35 overdraft fee and any funds remaining which is like $4.00 I would like refunded to me via check.

Business

Response:

October 29, 2013

Dear **. [redacted]:

Thank you for your recent correspondence that was submitted to the Revdex.com (Revdex.com) on October 8, 2013. The Revdex.com forwarded your inquiry to Sovereign Bank, N. A., now known as Santander Bank, N.A. (Santander) on October 21, 2013, and as a representative of the Bank, I have been asked to respond.

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

You indicated that you recently decided to close your account with the Bank as a result of insufficient funds fees that were assessed to your account. You also indicated that you were provided a refund for insufficient funds fee that had been assessed in relation to unauthorized transactions. You mentioned that recently your account was assessed a monthly maintenance fee which caused your account to incur insufficient funds fees. Lastly, you requested to be reimbursed for the monthly fee that was assessed to your account.

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

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

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,

Review: I was refused a mortgage refinance plan because a low-ball appraisal. Sovereign Bank refinanced my original mortgage with them in 2009.

They appraised the value of my house at 410,000. dollars. The current appraisal was for 276,000. After speaking to other banks, they said that

houses only lost about 20-25% of their value. If this is true, the appraised value should have been approximately 320,000. not 276,000. The appraisal also compared my house to two other homes located in areas vastly different than my house. The appraisal in 2009 compared my house to homes located adjacent to [redacted] and [redacted] sections of [redacted]Desired Settlement: I would like the 3.5% rate I locked in or my $399.00 back.

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: First, the letter incorrectly states that I terminated the refinance when in fact Sovereign Bank and [redacted] informed me that the value of my house was too low and they could no longer continue with refinancing. I have this response in writing. I also had an appraisal performed by another bank. The value of my house was appraised at 300,000. The second appraisal like the 2009 appraisal compared my house to five homes up to a 2 mile radius, which was done according to industry practices. I am again requesting that the 399. fee I paid be returned immediately or I will seek legal action against your bank. It is disgusting that a customer of eight years is treated this way and I can further promise you, by next fall or spring, I will be financing with another bank.

Regards,

Review: This bank has charged multiple times an insufficient funds fee. They were only suppose to have done this twice based on the sequence of when I used my card instead they have posted the largest amount first so that everything that was purchased four days prior they tack on a fee this is unethical and several banks have been in trouble for this prior in addition there was a starbucks withdraw taken out twice!!!Desired Settlement: For my account to be credited and the withdrawal taken out in sequence of the days when I checked on Friday my balance was eleven dollars and change my insurance company then took out 386 and I went to the supermarket and and mad a purchase for 86 so those are the only charges that should have been insufficient but on Monday at midnight a 279 deposit was made by the state of nj!

Business

Response:

March 31, 2014Dear **. [redacted]:Thank you for your recent correspondence that was submitted to the Revdex.com (Revdex.com) on March 20, 2014. The Revdex.com forwarded your inquiry to Santander on March 27, 2014 and as a representative of the Bank, I have been asked to respond.We appreciate your inquiry and can assure you that this matter has been carefully researched in order to assist you. It is our goal at Santander to provide exceptional customer service and to carefully review matters raised by our customers.It is my understanding that you expressed concern regarding insufficient funds fees that were assessed to your checking account ending in [redacted]. You indicated that the insufficient funds fees that were assessed to your account were a result of the Bank’s posting order and not a result of the order in which you initiated the transactions. You also indicated that had the Bank posted the transactions in the order that the transactions were performed, your account would have incurred two (2) $35.00 insufficient funds fees. You mentioned that funds were debited from your account by a merchant in error. Lastly, you requested that the insufficient funds that were assessed to your account as a result of the Bank’s posting order be refunded to your account and that the transactions be debited from your account in the order that the transactions were performed.Although a Bank error has not occurred, as a courtesy, we will credit your account for three (3) of the $35.00 insufficient funds fees that were assessed to your account. You will see the credit as an adjustment on your next monthly statement.In researching the concerns that you presented, we found that the beginning balance of your account on March 17, 2014 was $220.51. On that same day, seven (7) items, totaling $595.64, were presented for payment against your account. Because the items presented for payment exceeded the balance in your account, your account incurred six (6) $35.00 insufficient funds fees. The ending balance of your account for that day was -$585.13.On March 18, 2014, you direct deposit in the amount of $279.00 was applied to the negative balance in your account. After your direct deposit was credited to the balance of your account, a negative balance of $306.13 remained. On that same day, a debit card transaction for $68.68 was presented for payment against your account. Because the transaction was presented against insufficient funds, your account was assessed a $35.00 insufficient funds fee. The ending balance of your account of that day was -$409.81.A debit card transaction in the amount of $25.00 was presented for payment against your account on March 19, 2014. Because the transaction was presented against insufficient funds, your account was assessed a $35.00 insufficient funds fee. The ending balance of your account for that day was -$469.81. On March 25, 2014, you direct deposit in the amount of $279.00 was applied to the negative balance in your account. Although the funds were applied to the negative balance in your account, a negative balance of $190.81 remained. Because your account incurred a negative balance for more than six (6) days, your account was assessed a $35.00 sustained overdraft fee on the same day. Your ending balance for that day was -$225.81.Santander generally posts all debit transactions received on a Bank business day to an account in order of highest value to lowest value. The Personal Deposit Account Agreement (PDAA) states that we have the right to post transactions to an account in any order we choose but goes on to say that we have chosen to post debits in a high to low order so that larger debits are paid first. We cannot alter our posting order for any one customer as the transactions for all customers must be posted the same way. In addition, this posting order is reflected in the transaction history displayed in the monthly statements we send you for your checking account.When an account is opened, multiple pieces of literature are provided to our customers, including the PDAA and the Personal Deposit Account Fee Schedule (PDAFS). I have enclosed a copy of the PDAA, which explains Santander’s method of posting transactions to an account.Effective April 15, 2014, we will be changing the order in which transactions are posted to customer accounts and there will also be some changes to our Funds Availability Policy. The explanation of these changes was included in your February 2014 statement. The statement message also provides ways to avoid overdrafts on your account. For your convenience, I have enclosed a copy of your February 2014 statement.You mentioned in your correspondence that a merchant presented the same transaction in error for payment against your account. In order to dispute the transaction, please call our Customer Contact Center in order to file a claim for the funds that were debited in error.Thank you for taking the time to bring your concerns to our attention and for giving me the opportunity to address them. If you have any further questions regarding your accounts, please call our Customer Contact Center at ###-###-#### to speak with a Customer Service Advisor or visit your local Santander branch office.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 an overdraft protection account with santander for $1000.00. I used this for the 1st time over the summer. I made the last payment of $123.94 on 7/26/13.....my account online showed a zero balance. In September I recieved a bill in the mail for 27. 57, $20 of it was a late fee. I called and called to find out why this $7.57 bill never showed up on my computer accounts. They said two things. One was that the intrest never shows up on my accoutn, and two that you have to call and let them know you payed off your account, neither wich I was told about at anytime. So as I called and called to get ananswer, I was hit with yet another later fee, and they also charged $35.00 dollars for insufficient funds. So I have paid $80.00 in late fees for a $7.57 bill that I didn't know I owed. I.ve tryed very hard to get answers to my question, but they just route me to a different dept. I think it is very unfair that they charged these overdrafts, had I known you are to call and let them know you payed off your bill I would have done it back in july. Please help me with this. I cnnot afford to pay them $80.00 for what I think is not my fault.Desired Settlement: I would like them to reimburse me the $80 I paid in late fees and the overdraft.

Business

Response:

November 15, 2013

Dear [redacted]:

Thank you for your October 31,2013 letter addressed to the Revdex.com. Your letter was provided to me for response on November 4, 2013.

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

You stated in your letter that you paid the balance on your Santander Easy Access Line of Credit (EALOC) account. You indicated that you then received a monthly billing statement showing a balance due of $27.57, of which $20.00 was a late fee. You would like to know what the remaining $7.57 represents.

In reviewing this matter, I see that on July 26, 2013, you made a 5123.94 payment to your EALOC account ending in numbers 5812. This payment brought the principal balance on the line to $00.00.

However, it is important to note that the principal balance on this account continues to accrue interest on a daily basis from the account’s immediately preceding billing date until payment in full. Therefore, the line accrued $7.51 in additional interest from June 29, 2013 (the beginning of the billing cycle in which you paid your principal balance to zero) through your principal balance payoff date. In addition, the $25.00 annual fee for the EALOC was assessed on July 28,2013. It is for this reason that your July 28,2013 monthly billing statement noted that you had a $32.51 payment due on August 20,2013. I have enclosed a copy of this statement. '

When your payment was not received, a $20.00 late fee was assessed to the EALOC account on September 5,2013, increasing the balance owed. A $52.21 payment was received on October 28, 2013, leaving a $0.30 balance on the EALOC.

Your EALOC is set up as overdraft protection for your Santander checking account ending in numbers [redacted]. In the event the checking account is overdrawn, funds are automatically transferred from the EALOC to the checking account, assuming that the EALOC account is in good standing and that credit is available on the EALOC to cover the negative checking account balance.

On September 26,2013, the balance in your checking account was $132.73. On September 27, 2013, two items, totaling $345.39, were presented to the checking account. However, the EALOC was past due. As a result, an advance to cover what was needed in the checking account was not permissible. Therefore, the appropriate fees were assessed to the checking account and it became overdrawn.

The Personal Deposit Account Agreement (PDAA), a copy of which is enclosed, provides information in reference to insufficient funds fees on pages 13 through 16 under the following headings:

“2 J. O VERDRAFTS AND UNA VA1LABLE FUNDS”

“14. A VOIDING OVERDRAFTS”

The PDAA explains that any withdrawal or payment you make, regardless of how you make it, can overdraw your account. Therefore, the best way to avoid insufficient funds fees is to make sure you have sufficient funds in your account or EALOC to pay all the debits you have initiated. You, as the customer, are in the best position to know your balance and what debits are outstanding. It is for this reason that we strongly encourage an up-to-date checkbook register in which all transactions are entered.

A payment was received on the EALOC account on October 28,2013. The checking account was brought into good standing, with a S269.00 deposit, on October 1, 2013.

The additional interest, annual fee and late fee that were assessed to the EALOC, as well as the $35.00 insufficient funds fees that were assessed to the checking account, were correct. Nevertheless, as a courtesy, ' and because you were confused by the information you viewed on our online banking system, we are affording you a one-time credit of $55 to your Santander checking account This amount represents the $20.00 late fee and the $35.00 NSF fee you question. The additional interest and $25 annual fee will not be refunded to you. '

Please accept my apology on behalf of Santander Bank, N.A. 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. Should you have any additional questions in regard to this matter, you may call the Customer Contact Center at ###-###-####.

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

Sincerely,

Consumer

Response:

I wrote you a few weeks ago to complain about the late fees and overdraft Santander charged me for a $7.57 interest bill I had. They sent me all this information as to how the overdrafts came about, however, I was well aware as to how they occurred. My complaint is that santander does not post the intrest to my online accout, only the principle. If the intrest had been posted, I would have paid it right away. So they have no intention of giving me the $80.00 I paid for a $7.57 bill I did not know I had because I never saw it online, I was only made aware of the bill when I got a 27.57 bill in the mail, $20.00 was a late fee, when I called them it had gone up to $52.21, plus a 35.00 overdraft. Thier policy of not posting the interest is deceitful, and just not right! I have documents of all truncation, even the one showing I paid off the bill 7/26/13 and showed a zero balance ever since!!

I would like my $80.00 refunded.

Consumer

Response:

{Please see below.}

Review: In August 8 of this year my dad reported identity fraud. While he was out of the country, a bunch of mail came in from different banks saying that he had opened an account, bank accounts and credit card accounts. There was items such as bills, pin numbers, address changes, etc. However, there were no credit cards mailed to him. So after he came back on August 8, since he doesn't speak English, I called on behalf of him to the banks and they all said that right after the accounts were opened, the person who committed the fraud requested an address change. We immediately put out a fraud alert to the major credit companies and filed a police report.

That being said, some of the banks requested his presence for them to cancel the accounts. One such bank was Sovereign Bank. My brother brought my dad to the bank on August 10 if I remember correctly and they took down his license and the police report and said they were going to close the account and would get back in touch with my dad at a later date. A month later, there was another mail from Sovereign Bank, it was another bill. Therefore, my brother called the bank again and said that they reported the account as fraud and it was supposed to be closed already. They again say they're going to call back. They never did. Today my dad received another bill from Sovereign Bank. Based on the statements, I'm assuming someone is paying the bill, however that is not my dad and there is around a $2,000 balance due still on the account. I believe that it is futile to keep on contacting them to close the accounts because after showing up in person and contacting them on the phone about this account, they're not taking any action.Desired Settlement: Please close the account, it was not my dad who opened the account and he has not even received the cards that were used for these fraudulent charges, yet the bank keeps on sending us the bills.

Business

Response:

October 30, 2013

Dear **. [redacted]:

We are in receipt of [redacted]’s October 16, 2013 correspondence submitted to the Revdex.com (Revdex.com) on your behalf. The Revdex.com forwarded your inquiry to Santander Bank, N.A. (Santander), formerly Sovereign Bank, N.A., and it was received on October 21, 2013. As a representative of the Bank, I have been asked to respond.

It is my understanding that a credit card account was opened in your name with Santander in August of 2013 that you did not authorize. You have attempted to close this account but have been unsuccessful. You would like the account closed.

I was advised that on August 12, 2013, you visited our branch office located in [redacted], New York with regard to the credit card account but unfortunately, you left before the branch was able to contact our Fraud Prevention and Security department. Nevertheless, a claim was opened. Since Fraud Prevention has had no contact with you, we have been unable to move forward with the investigation.

Please be advised that an investigator from our fraud department has attempted to contact you on several occasions since receiving the Revdex.com correspondence but has been unsuccessful in reaching you. The most recent message was left on the morning of October 30, 2013. We have also attempted to contact your daughter, [redacted], but have not received a call back. Messages were left for her on October 25 and again on October 30.

We have additional questions in regard to your claim which will need to be answered before we can proceed with the investigation.

At your earliest convenience, please contact our Fraud Prevention and Security department toll free at ###-###-#### or you may contact [redacted], Fraud Prevention Investigator, directly at ###-###-####. Thank you in advance for your cooperation with this matter.

Sincerely,

Review: I PAID MY MORTGAGE ON TIME FOR THE MONTH OF SEPTEMBER AS I HAVE FOR EVERY OTHER MONTH. THE MONEY ALWAYS CAME FROM A [redacted] ACCOUNT I CLOSED ON AUGUST 2013. ANTICIPATING MY DECISION TO CLOSE THIS ACCOUNT, I OPENED ANOTHER ACCOUNT WITH ANOTHER BANK A MONTH BEFORE. I SET UP MY ONLINE PAYMENTS WITH [redacted], MY NEW BANK, AS I HAD DONE WITH [redacted] (JULY, 2013). FOR A SHORT WHILE I KEPT BOTH ACCOUNTS OPENED UNTIL I WAS SURE MY NEW ACOUNT?S ONLINE SERVICE WAS UP AND RUNNING WITH ALL SCHEDULED PAYMENTS READY TO GO OUT MY ACCOUNT ON TIME. ON SEPTEMBER 2013 MY MORTGAGE PAYMENT WENT OUT AS USUAL VIA ELECTRONIC PAYMENT. THE ONLY DIFFERENCE BEING ON THE NEW ACCOUNT WITH [redacted] TAKING OVER THE DELIVERY FROM MY OLD BANK, [redacted], BY THIS TIME CLOSED. SOVEREIGN BANK, THE BANK THAT HANDLES MY MORTGAGE, RECEIVED THE PAYMENT ON 9/6/13. THERE IS USUALLY A GRACE PERIOD OF 15 DAYS I BELIEVE. HOWEVER, SOVEREIGN IS CHARGING ME $30 BECAUSE [redacted], MY OLD BANK, MUST HAVE INFORMED SOVERIENG I HAD CLOSE MY ACCOUNT. IN THE MEANTIME, THE NEW BANK I SWITCHED TO, [redacted], SENT SOVEREIGN THE SEPTEMBER MORTGAGE PAYMENT DIRECTLY FROM THE ?BILL PAYMENT? OPTION, JUST AS I HAD IT SET UP FOR MONTLY PAYMENTS WITH MY OLD BANK TO PAY MONTHLY BILLS. WHY DOES SOVEREING SHOULD EVEN CARE WHETHER I SWITCHED BANKS? WHY SHOULD SOVEREIGN PROFIT FROM BORROWERS SWITCHING BANKS? WHY SHOULD SOVEREIGN BE ALLOWED TO USE A LOOP HOLE TO SCAM BORROWERS OFF THEIR MONEY? THIS IS A BOGUS FEE. I HAVE SENT SOVEREIGN THE $30 FEE SINCE I HAVE NO CHOICE; OTHERWISE, THESE BANKS TURN AROUND AND DAMAGE PEOPLE?S CREDIT WORTHINESS. IT SEEMS PURE EXTORSION. SIMILAR BANKS AROUND WITH SIMILAR BUSINESS TACTICS AROUND THE COUNTRY ARE SCAMMING CONSUMERS WITH BOGUS FEES. SOME ARE EVEN TAKING PROPERTIES FROM BORROWERS BY RELYING ON BORROWERS NOT NOTICING THE FEES AND THEN CHARGING FEES ON FEES. THE ELDERDY, HANDICAP AND POOR ARE USUALLY THEIR VICTIMS BECAUSE THESE BORROWERS EITHER DON?T HAVE THE MONEY TO PAY THE BOGUS FEES OR, LIVING AWAY IN NURSING HOMES OR HOSPITALS, THEY DON?T REALIZE THE BANKS ARE IMPOSING BOGUS FEES AND THEN CHARGING FEES ON UNPAID FEES. SHAME ON BANKS AND ON LOOP HOLES IN THE LAWS THAT MAKE IT ALL ?LEGAL? FOR BANKS RUNNING AMOCK WITH UNSCRUPULOUS, PREDATORY, BUSINESS PRACTICES.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like the credit be sent to me then I'll deposit it into my account with Rockland Trust.

Business

Response:

October 30, 2013

Dear **. [redacted]:

Thank you for your October 7, 2013 letter addressed to the Revdex.com. Your letter was provided to me for response on October 24,2013.

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

You stated in your letter that you are questioning the late fee that was assessed to your mortgage, ending in numbers [redacted].

In researching this matter we have found a CheckFree bill payment was received on September 3, 2013. The $1,378.66 payment was from [redacted]. The payment was reversed on September 6, 2013 when our payment processing department attempted to retrieve the funds from [redacted] and they were unsuccessful in doing so, as the [redacted] account had been closed. It is for this reason that a $30.00 non-sufficient fund fee was assessed to the mortgage on September 6, 2013. If you have any questions regarding the submission of this payment from [redacted], please contact them.

Upon farther examination, it was noted that we received two valid mortgage payments in September. The first $1,378.66 payment was also received on September 3, 2013, while the second payment was on September 30, 2013.

While it is important to note that the non-sufficient funds fee was correctly assessed, as we did receive a payment from a closed account, we have refunded the fee as a one-time courtesy. The $30.00 refund was applied to your principal balance.

Thank you for taking the time to share your concern 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 the Customer Contact Center at ###-###-####.

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

Sincerely,

Review: I currently have a classic car loan with Sovereign bank. I have asked for periodic statements that would reflect current account detail in order to maintain acurate records. I have contacted this firm by phone and in writing asking that they would please honor my request. They have ingnored me and made no effort to do what I am asking. Sovereign Bank is horrible in the area of customer service. It is doubtful I will do business with them again.Desired Settlement: I would like Sovereign bank to please do what I am asking.

Business

Response:

October 1, 2013

Dear **. [redacted]:

Thank you for your recent correspondence that was submitted to the

Revdex.com (Revdex.com) of Metro Washington DC and Eastern

Pennsylvania on September 9, 2013. The Revdex.com forwarded your inquiry to

Sovereign Bank on September 24, 2013, and as a representative of the

Bank, I have been asked to respond.

We appreciate your inquiry and can assure you that this matter has been

carefully researched in order to assist you. It is our goal at Sovereign

Bank to carefully review matters raised by our customers.

First and foremost. I would like to apologize that we were unable to

provide you a resolution in a timely manner. 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.

It is my understanding that you are requesting periodic statements with

current account detail. This contract was assigned to the Bank from your

lessor, [redacted] for billing and collecting purposes. We

are not authorized to release any financial information to you.

[redacted]. requested that you receive a coupon book to make the

monthly payments at the time of the lease inception. The coupon book

reflects the month, amount and payment number. If you were to elect to

receive monthly invoices in place of using coupons, the monthly

statement would reflect the same information as your coupon book. Our

billing system does not generate statements with account detail for

either billing option. I apologize that this information was not

conveyed to you when you previously contacted the Bank.

For more account information, please contact [redacted] at [redacted] at ###-###-####. **. [redacted] can address your concerns

regarding the status of the contract.

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]

Commercial Equipment Vehicle Funding Manager, at ###-###-####.

Review: Re: Sovereign Bank, N. A., a wholly owned subsidiary of Banco Santander, S. A.I have Checking Account [redacted] at Sovereign Bank. On 2012/01/19, a sum of $2,748.19 was withdrawn from the account unauthorized. On 2012/02/14, the account was credited $2,643.19. To date, the shortfall of $2,748.19 $2,643.19 = $105.00 remains. I have repeatedly inquired with Sovereign Bank officers about the $105.00 shortfall, but have yet to receive a valid explanation.Desired Settlement: DesiredSettlementID: Refund

Sovereign Bank, N.A. should promptly return $105.00 to my account.

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:

Review: My wife and I have attempted to withdraw cash from ATM at Sovereign bank branch, located in [redacted] NY on June 2nd, 2013.

ATM did not dispense any cash, but my Sovereign bank checking account was debited for $800.00.

I have called [redacted] to Sovereign bank customer service and opened a claim #[redacted].

On June 20 I have received a letter from Card Claims Team Sovereign Bank (Mail Code: [redacted]), with decision that my claim is denied and closed.

So Sovereign bank debited me for $800 which I have never got.

Both of us, my wife and me confirming again that ATM did not dispense cash and we got no money.Desired Settlement: Refund of $800.00 back to my Sovereign bank checking account, with apology.

Business

Response:

{Please see attachment.}

Consumer

Response:

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

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

Thank you so much dear Revdex.com for your help!

Regards,

Review: I place several online orders using my Sovereign debit card. One of the perks of having a Sovereign debit card is that I can access the Sovereign Bank Cash Rewards site. This site allows me to get cash back rewards when I purchase online items through the links on the Sovereign Rewards site and use my Sovereign debit card. It typically takes up to 30 business days for these rewards to show up in my account.

I placed several orders at the start of February, following the outlined procedure. After these rewards did not show up in my account, I filled out the form on the contact us link on the Sovereign Rewards site. After about two months, I was told that I would not be receiving rewards for my purchases. I was told that I was not getting the rewards because I used a coupon code with my orders.

I have two complaints about this. First, if you go to the Sovereign rewards site, it says "This offer cannot be combined with any other offer, coupon code (s), or promotion, UNLESS AVAILABLE THROUGH THIS SITE." I entered the sovereign rewards site, clicked on the retailer’s link that I wanted to place an order with, placed items into my cart and did use a discount code that was available to me. Second, I have placed over 50 orders in a similar fashion in the past year alone. Until February, this has never been a problem, as all my rewards worked their way into my account, so their argument does not have any merit.

I am just looking for the promised rewards to be added to my account.Desired Settlement: I wish for the cash back rewards to be deposited into my Sovereign Bank Account.

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 this resolution is satisfactory to me, as long as the $190.09 from the Sovereign Bank Revdex.com response letter on June 12 get placed into my account.

Regards,

Review: I have a line of credit with this bank and on 3/17/14 I spoke with an agent on the phone for my payoff amount. The agent calculated the payoff ,with interest,and proceeded to make the payoff for me from my checking account in the amount of $2271.85. Beginning of April I received a statement from Santander stating I owed 16.20.I called their Customer service(I believe this was on 4/12/14) and explained the issue with the agent and she reviewed my complaint and agreed I shouldn't have any balance owed that it appeared the bank made a mistake and said I only paid $2,256.81.Then she said if I paid $1.16 ,which is the amount of interest I owed on the $16.20 it would bring me current while my dispute was being reviewed with the credit dept. I did so and then later in our conversation she realized it wasn't necessary at which time the payment was already made and neither the agent or I could reverse it.On 4/19/14 I called the customer service line to check on the status of the complaint and the agent told me it was determined these fees were owed and they weren't reversing them.I explained to her the situation and she also reviewed the information and also agreed that it appeared the bank made a mistake and she re-filed my complaint (ref#[redacted]).I never received notice of this decision and you cant speak with anybody in the credit dept. employees wont put you through and they even state that they cant even speak with anyone in their credit dept. This is poor business and they are taking advantage of their customers. They can bill me for fees I don't owe yet I cant ever speak to someone in the credit dept. to get a thorough explanation.The customer service agents try to explain but they never have a clue,they just read the notes entered.This isn't fair and I believe its very unethical that they can charge me fees without an explanation of why Im being charged . Disputed amount= $16.20 they say I owe on the line of credit and $1.16 I transferred to the line of credit at the agents request that wasn't.Desired Settlement: I want them to correct this mistake and bring my line of credit account to a zero balance since I paid the correct amount on 3/17/14.I also want them to transfer the $1.16 that I paid on 4/14/16,which wasnt necessary,back in my checking account.The statement I received from them states I only paid $2256.81 which is $15.04 less than I paid and I believe is what they are trying to say I owe including interest on this amount.

Business

Response:

May 13, 2014Dear [redacted],Thank you for your correspondence submitted to the Revdex.com of Washington DC and Eastern Pennsylvania (Revdex.com). The Revdex.com forwarded your inquiry to Santander Bank, N.A. (Santander) on April 29, 2014, and as a representative of the bank, I have been asked to respond.We appreciate your inquiry and can assure you that this matter has been carefully researched in order to assist you. It is our goal at Santander to provide exceptional customer service and to carefully review matters raised by our customers.First and foremost, I sincerely apologize for the inconvenience that this matter may have caused you. At Santander, we take these issues very seriously and work hard to deliver exceptional service to our customers.In your correspondence you stated that you called the Bank of obtain a payoff for your Line of Credit. You stated that after making the payment that you were quoted over the telephone, you received another bill which indicated that you still owed a balance.In an effort to assist you, we reviewed the recorded calls that took place with our Customer Contact Center. On March 16,2014 you requested a payoff balance for your Line of Credit ending in [redacted]. The advisor that you spoke with from the Customer Contact Center stated the total amount outstanding as of March 16, 2014 was $2,271.85. At your request, a transfer order to debit your checking account ending in [redacted] for $2,271.85 to pay down your Line of Credit was submitted by the agent with instructions to keep the account open.On April 12, 2014, you called the Customer Contact Center again to inquire about a bill that you received showing an amount due on your Line of Credit account for $16.20. Since the $2,271.85 payment was made in the middle of your statement billing cycle, which runs from the third (3 rd) of one month through the second (2nd) of the next month, additional interest accrued on the account on your next billing from March 3 through April 2. The total accrued interest for this period was $16.20, which is the amount that appears on your April 2014 Statement of Account. Our research concluded that, unfortunately, the agent you spoke with on March 16, did not follow the correct procedures for quoting the payoff amount due on your account, which is why the outstanding interest amount was not included.After your March 18 payment of $2,271.85 was applied, it was found that you overpaid by an amount of $ 15.04. The overpayment of $ 15.04 was applied to your April billing leaving a remaining balance due of $1.16. Our records indicate that you paid this amount on April 15, 2014, bringing your Line of Credit account to a zero balance.In reviewing your concerns, we have decided to refund $1.16 of interest paid. Enclosed you will find Official Bank Check number [redacted].We sincerely apologize that we.did not provide you with the exceptional level of service that you deserve. We have shared your concerns with the appropriate management team so we can deliver a better experience in the future.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] of the Customer Relations Department at ###-###-#### at your earliest convenience and request to speak with a supervisor.Sincerely,

Review: I demanded that soverern bank close my account as of 12/16/13 due to overzealous fees due to overdrafts which I declined, and to mail me a check for the balance of my account. As of of 4/8/14 they allowed another false charge to my account for no reason.Desired Settlement: I am demanding a refund of all charges from 12/16/13 on as well as a written apology from the regional manager from my United States East Coast Region; 1 for outsourcing calls to 3rd world countries that do not follow protocols when customers demand that an account be closed.

2 for not closing a account and mailing me a balance check ASAP.

3 for charging me for overdraft fees on an account that was supposed to be closed 4 months ago.

4 For reckless defamation of character by passing false information to credit companies.

I demand compensation due past tense, on top of reparations due to false credit reporting as well as harassment. (Minimum of $1000 in assessable fees past closure date as well as $5000 in punitive damages to prevent taking this wide spread issue to social media!)

Business

Response:

April 25, 2014Dear **. [redacted]:Thank you for your April 13, 2014 correspondence to the Revdex.com (Revdex.com), which forwarded your inquiry to Santander Bank N.A. We received your inquiry on April 17, 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.In your correspondence to the Revdex.com, you indicated that you requested your account closed on December 16, 2013. It is my understanding that recently, however, you learned that the account was not closed and that an electronic debit posted to the account on April 7, 2014, which caused it to become overdrawn and incur overdraft fees. I understand that you would like a refund of charges on the account as well as additional monetary compensation.First and foremost, on behalf of the Bank, I wish to offer my sincerest apologies for the experience you described. Please be assured that this situation has been reviewed and addressed by the appropriate management personnel.Our records show that on December 16, 2013, you made a cash deposit of $580.00 to your account. In addition, debit card transactions that you authorized continued to post to your account after December 16, 2013. According to your inquiry, you demanded that the account be closed on December 16, 2013 and that a check for the balance be mailed to you. We have been unable to determine precisely what may have occurred in regard to this matter. However, we do note that if you requested the account closed on December 16, 2013, then your actions of depositing cash into the account that same day as well as continuing to conduct transactions from the account using your debit card do not appear consistent with your desire to have the account closed that day. Furthermore, it should also be noted that if at the specific time that you asked to have the account closed there were transactions pending on the account, you would have been advised that the account could not be closed at that time due to pending transactions.Because you did not specify with whom or where you requested the account closed on December 16, 2013, we have been unable to determine if arrangements were made that day to close the account, possibly at a later date for you. In reviewing our records, we were not able to locate any documentation related to any such request to close the account on December 16, 2013, nor did we identify any calls placed by you to our Customer Call Center on December 16, 2013 regarding your account. Despite this, we extend our apologies for any oversight that might have occurred.Additionally, assuming you requested that your account be closed on December 16, 2013, we are also puzzled that upon continuing to receive statements for the account each month after December 16,2013, that you did not previously inquire with the Bank as to why the account remained open. Had you contacted the Bank earlier and explained that you desired the account closed, the account would have been closed for you, as long as it had a balance of $0.00 or more and that there were no pending transactions at the time of your request.From December 16, 2013 until April 7, 2014, which was the date on which a $195.51 [redacted] transfer was processed from the account and caused it to become overdrawn, no overdraft fees were assessed to the account. As a result of the [redacted] transaction in question, the account was assessed an insufficient funds fee ($35.00) and a sustained overdraft fee ($35.00) when the negative balance was not cleared by the sixth business day. In consideration of this matter, a courtesy refund of each of the overdraft fees has been processed to the account. The account balance is currently negative $195.51. Please make a deposit to the account to cover the negative balance. After doing so, we can close the account upon your request.In your inquiry, however, you alluded that the [redacted] transaction may be “false” or fraudulent. If you did not authorize the [redacted] transaction that posted to the account on April 7, 2014, you may dispute the charge by filing an unauthorized transaction claim. You may submit a dispute by calling our Customer Contact Center at ###-###-####. If you file a dispute and the outcome of the investigation is found in your favor, the amount of the transaction will be credited to your account. If the investigation determines that you authorized the transaction, you will remain responsible for the amount of the charge.With regard to your demand for additional compensation from the Bank, no additional or separate compensation will be provided to you in regard to this matter.In your correspondence to the Revdex.com, you referenced Santander “outsourcing calls to 3 rd world countries” in relation to requesting your account closed. We were unable to ascertain the origin of this particular concern, however, please be assured that Santander Bank, N.A. maintains its customer service call centers (Customer Contact Centers) in the United States. You also referred to the Bank’s “passing of false information to credit companies.” Again, we were unable to determine the nature of this concern as the Bank has not provided any information related to your account to any credit bureaus as of this time. It should be noted, however, that in the event that you do not make a deposit to cover the negative balance or initiate a dispute for the charge in question, the account may be subject to being closed and charged off as a bad debt. At that time, we may then report the unpaid negative balance and account charge off to [redacted], which may result in your inability to open an account at another bank.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 our [redacted] District Office at ###-###-####.Sincerely,

Review: I have attempted to close my sovereign account several times. Most recently they have reopened my account without my permission to deposit $0.09 in interest accrued. When I went to a branch to withdraw it and re-close my account, the branch told me my account was closed and that it should be all set. I then received a letter in the mail showing a $0.09 withdrawl (that I did not make but don't really care about) and a $0.00 balance instructing me to deposit money or accrue low-balance fees.Desired Settlement: I just want my account closed and no further contact from Sovereign Bank. Unless they want to give me lots of money with no strings attached.

Business

Response:

{Please see attachment.}

Review: Actually my original account was signed up for in [redacted], MA but it was not listed,hopefully this is the correct Revdex.com state(I am not really sure. After I had a death in the family I kept my inheritance in an account at Sovereign Bank. At this time. I had enough money in order to not be charged any fees, because of unforeseen circumstances I could no longer keep the amount in this account. An employee at the bank told me to change to another type of checking where you did not have to keep a balance, so I did. Now this became a very small account because we no longer had any savings anymore. Unfortunately. I did not look at my statements because I was not using the account very often and did not think there was a reason to. Apparently the beginning of last year, I supposedly received a notice stating that the bank would no longer have free accounts and I have to keep $500.00 in this account(that's a lot of money and I would not have kept this account opened), I do not remember receiving any such notice. Then last summer we needed to use some of this money for groceries, so that month I looked at the statement to see how much it left me with for emergencies and I found out I was being charged $5.00 a month for a pretty long time. I called the number on the statement and he apologized and refunded a couple of months back. He never told me that I needed to start keeping $500.00 in the account every month or I would have closed it. A couple of weeks ago I needed to use my debit card which I did, then I got a notice in the mail saying that my account is overdrawn by $134.00. I figured if the money was not there I would not be able to use my card which I was. I obviously would not have kept my money in the account and switched to a local bank(where all my other accounts are) if I knew I was paying the bank $5.00 a month to hold my money. I will close this account and my small savings account I have there but I think it's unfair for them to charge money on an account that you thought you weren't paying fees, especially since I have that option. Now the bank took $5.00 a month for at least a year and just charged me another $70.00 for overdrafts which they expect me to pay them $133.79 and if I don't, I will continue to be charged $5.00 a month fee on top of this $133.79. I would never pay someone to hold my money so this seems totally unfair, especially since I even spoke to someone and he never mentioned anything about this account having fees and even reimbursed me for a couple. Thanks for any help.Desired Settlement: My desired outcome would be for me to get any and all fees returned and the overcharges reversed and to not be charge any future fees-I will close my account but if this isn't resolved soon they will continue to charge me monthly fees.

Review: I had open santander bank checking account since 2month agowhen I first time open checking account this bank I had order check book. also that time bank represenative talk to me you shoud recieve check book 7to10 businesse through the mail. even I waiting check book more than month.I didnt get the check book. so I complained this matter to bank branch manager over the phone. branch manager said bank didnt ordering check bookbank taking a mistake. so waive fee for the check book $30dollor. then he said to me sorry for the incinvenience, so I waiting about weeks then I get check book through the mail. but branch charged me $30 dollor even thorgh branch manager promise to me waive the fee for the check book $30dollor. this is not the fair .I call my branch several time branch manager he didnt respond. bank staff hers name is [redacted] lauging to me instead of sorry.

Product_Or_Service: personal check book

Account_Number: #[redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

waive the fee for the check book $30dollor

Business

Response:

April 24, 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 April 18, 2014, **. [redacted] was contacted by **. [redacted], Manager of our [redacted] Branch, who assisted **. [redacted] with his concerns. **. [redacted] was offered an apology for the delay that he experienced in having this matter addressed, as well as for any inconvenience that the situation caused him. **. [redacted] was also informed that the refund of the checkbook fee in question ($29-20) was credited to his account that same day.**. [redacted] appreciated **. [redacted]'s call and indicated that he was satisfied with the outcome.Thank you for allowing us the opportunity to address this matter.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: I opened a basic account with Sovereign in the spring of 2012 with a $500 balance. While checking some information online, I noticed that there were a few months of monthly charges associated with the new account.

I called your main customer service number on April 1st to inquire why the account was being charged. I was informed that the daily balance on the account has gone up, that I was being charged a monthly fee because the balance was lower than the new minimum, and that I should have received a letter about it. For one reason or another, I received no communications from you about it--certainly not a letter stating I needed to up my balance.

The representative I spoke to said that the bank would be able to refund the 2 monthly fees that had been charged thus far if I transferred more money into the account. I asked how much I need to transfer. She did not know and said she would check. The representative came back on the line saying the balance went up by 7.50. In order to confirm whether it was $7.50 or $750, I said to the rep that, with the monthly charges refunded, my balance will be back to $500, and so I shall transfer $25 into the account for the total of $525 and asked her to confirm that this would be sufficient. She said that $525 will be fine. She said the refund should clear by April 4th-5th, so there should be no monthly fee for April.

Imagine my surprise when I checked this morning and found that, while the previous fees were refunded back into the account, there was a new monthly fee charged on April 8th. I called your customer service again today, April 12th, and spoke to a representative named [redacted]. She started by saying that I understood the circumstances of my account all wrong. First and foremost, that's not the best opening statement from a customer service rep, given that my information came from another rep on a previous call! I asked to speak to a supervisor and was redirected to a support leader name [redacted].

[redacted] said that the minimum balance on the account went up *to* $750, not *by* $7.50, which is why the maintenance fee was charged again in April. I told her that this was different from the information I received previously, and that I wanted that looked into. She told me that my account records did not show the name of the person who gave me that information. When I said that the previous rep initiated the refund, which would've hopefully required her to log her name somewhere, [redacted] told me that this was not the case, and so the was no way for her to determine who the original rep was.

At this point, I told [redacted] that I would be expecting the maintenance fee for April refunded, and that I needed her to confirm what my minimum balance needed to be for the maintenance fees to stop. She suggested we look into other types of accounts that might be better for me, which seemed like a reasonable idea. After doing some checks, she came back and said that if I had an account with $20,000 in it, I wouldn't have to worry about monthly fees. As a company trying to retain customers, do you really feel this was an appropriate recommendation? This goes so far beyond inappropriate, that it becomes the sort of information I ought to be passing to a financial regulator, as I am sure they are interested in banks who suggest to their customers products and services that are completely unsuitable.

That aside for a minute, back to my account. [redacted] said that, perhaps, I best stick with what I had, as it now has $750 daily average balance. Seeing how average balance is not the same as daily balance (which, by the way, she assumed I knew and understood--correct in this case, but a big leap of faith on her part), I asked her again as to what was the *minimum* amount of money I needed to transfer into this account. She said, "I am not sure, how about 1,000 dollars?" Again, given that I asked for the minimum amount, this is not an appropriate answer: this is just trying to get me to put more money into a Sovereign account. Finally she looked something up and said $850 ought to balance it out by the end of the month. I told her that I would be transferring $125 into this account immediately.

At the end of the conversation, I told [redacted] that in addition to refunding the monthly fee, given the poor quality of service I received, multiple phone calls to customer service, wrong information that I've been given, etc., I wouldn't be unreasonable for me to expect the bank to provide a compensatory gesture to make up for their shortfalls and show their appreciation for my continuous business, these issues notwithstanding. She said that she could only issue the maintenance fee refund, so here we are.Desired Settlement: First and foremost, I would like an explanation as to how it is possible that the first person who handled my account was:

(i) able to speak to me and give me information about my account without associating her name with that call

(ii) able to initiate a refund without logging her name in a way where the transaction could be traced back to her

(iii) unqualified to give me the information about the account, which resulted in subsequent fees subtracted and calls made

Secondly, my time is as valuable as yours, and I shouldn't have to spend it on the phone with your bank. The first call took near half an hour to complete, and so did the second one. Under the circumstances, I do believe that the bank should compensate me for my time, aggravation, having to deal with rude and/or incompetent personnel, and being given incorrect information, and so look forward to hearing from you on the matter.

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 response does not actually resolve anything as such, nor does it fill me with confidence that any improvements will be achieved.

Your apology does not make up for my time, aggravation, and numerous phone calls to sort out this matter.

In reference to the fees being refunded, that wasn't something you did as part of resolving my complaint--I had to get that sorted myself during my calls.

All you've done here is said that my concerns will be forwarded to management, so that staff can be coached.

This is shallow comfort and is an empty statement. I have been banking with Sovereign for a long number of years now, and the customer service has been steadily decreasing.

Saying you are sorry for allowing unqualified staff to answer customer calls and not training them to say "I am not sure, let me check with my manager" is simply not good enough.

Regards,

Consumer

Response:

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

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

Regards,

Review: Santander bank tranfer funds from my Money Market to Checking without my authorize. When at closing at bussiness I was in postive number but the next day I see they tranfer the money and charge me sweep fee. Inclose their info what a sweep fee is.As part of your overdraft protection agreement, a sweep fee is assessed when funds are automatically transferred from the account you have designated as a "sweep" account to cover transactions presented for payment against your checking account that would otherwise have resulted in an overdrawn balance. One sweep fee is assessed to your account each day a sweep takes place.With Overdraft Protection you are assessed a $12 fee each day that funds are transferred; opposed to a $35 fee for every item that overdraws your account. You may avoid this fee in the future by transferring the funds using our automated telephone system or online banking prior to 8:00 pm. As u can see this fully see they never give me time to transfer the funds over.Funds is done in the over nite process.How is that a good practice. They never give me time to do this . On April 29th 2014 I call about and they refuse to put back the $12.00 and email me that I sign up for the overdraft protection. They refuse and I know I didn't sign up for that . Also a lady sent me over to Sup. without my permission. I got [redacted] who very rude and I told that I didn't ask for her and finally hang up on me at 5:29pm. This very poor business.So I call back and Sup. refuse to talk.Desired Settlement: DesiredSettlementID: Refund

I want $12.00 fee

Business

Response:

May 14, 2014Dear [redacted]:Thank you for your April 29, 2014 letter addressed to the Revdex.com. Your letter was forwarded to Santander on May , 2014 and as a representative of the bank, I have been asked to respond.You stated in your letter that you did not authorize overdraft protection from your money market account to your checking account. As a result, you would like the 12.00 sweep fee refunded.Your checking account was opened on August 10, 2009, while your money market account was opened on August 29, 2011. The money market account was set up as overdraft protection for the checking account, on the day the money market account was opened. This means that as long as sufficient funds are maintained in the linked account, which is the money market, funds will be swept to your checking account to cover transactions that are presented for payment that would otherwise cause an overdraft. There is a 12.00 sweep fee per day, rather than a 35.00 insufficient funds fee per item, which is a significant savings. The sweep occurs once per day, and one (1) fee in the amount of 12.00 is assessed per day, only if a sweep occurs. This service is available to prevent your account from becoming overdrawn. When your overdraft protection goes into effect, funds are swept from your money market in order to correct the overdrawn balance.In reviewing your account activity, since 2011, you have made numerous transfers between accounts. As a result, you are familiar with this process. Since you have had overdraft protection since 2011 and made transfers during this time, clearly overdraft protection does not prohibit your ability to make manual transfers. You should make the transfers to your checking account prior to utilizing the funds to ensure they are available for use.In reviewing your checking account, the money market account has since been delinked” and you no longer have overdraft protection. This means that if you overdraw your account, your account will be assessed a 35.00 insufficient funds fee for each item that is presented against insufficient funds. Also, the Customer Contact Center refunded the 12.00 sweep fee on May , 2014.Thank you for taking the time to share your concerns and for allowing me the opportunity to address them. If you have any additional questions, in regard to this matter, 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.

Review: I opened up new accounts with Santander Bank in Nov 2013. I had a checking account, savings and an unsecured personal loan. The checking & savings were required for me to receive a lower/discounted rate on the loan. The loan amount was approved for $6K with no issues or problems.When I first got my new ATM/Debit card & four days later I got the PIN# assigned by the bank, the card would not allow me any transactions even thou there was money in the checking account. I called the next Monday to only be told that the BANK sent out wrong PIN#'s of [redacted] to many customers. They then issued me a new PIN# by mail and then I had the same problem all over again. After being transferred to many Customer service Department someone found out that the DEBIT Card was a potential problem. The strange thing that happened was that I could only make cash withdrawals at non-Santander ATMS which cost me more money and double fees.I got so disgusted that I closed out both my checking and savings with them. The best is that I tried using the card almost 1 month after the account was "closed" and it gave me $100.00 twice with no money in the account. DUH? When I called the branch, I was told that was done as a favor for an emergency. That's a good cover-up Now the bank still attempt to go into a zero balance/closed checking account to make my monthly payment to the loan....guess what still more overdrafts and fees.I now refuse to have my direct deposit changed into this bank and refuse to apy the loan at all. I just was threaten by Collections that they would charge the account off. I did inform them that the loan needs to rewritten at the higher interest rate per the signed LOAN AGREEMENT. No answer except no I wanted to rewrite the loan & increase the amount to allow me to pay down two larger credit card balances. Still I have been rejectedDesired Settlement: I want Santander to abide by the signed original loan documents and rewrite the loan per the signed loan agreement but at the same time I need to old loan for $6K paid off and a new loan opened for $10K to allow me to pay down the two larger credit card balances.With this action, I could pay my bills each month& maintain a good credit score.SANTANDER pulled hard inquires into my [redacted] bureau and then told me I was rejected for too many inquires. If denied,Bankrupcty will be my next action

Business

Response:

March 19, 2014Dear **. [redacted]:Thank you for your March 4, 2014 correspondence submitted to the Office of the Comptroller of the Currency (OCC). The OCC forwarded your inquiry to Santander Bank, N.A. (Santander) on March 6, 2014. In addition, we are in receipt of your February 7, 2014 correspondence to the Revdex.com, also received on March 6, 2014. As a representative of the Bank, I have been asked to respondIn your correspondences, you mentioned issues you had with your Santander Debit Card and the assigned Personal Identification Number (PIN). Please see my prior correspondence to you dated March 3, 2014 which addressed these concerns.You also referenced your request to increase your unsecured loan to $10,000.00, which was denied. Our records indicate that you applied for a loan three (3) times during the month of February 2014. Each time, the application was declined. Enclosed for your review are copies of the letters which include the reasons for decline. At this time, we are unable to approve your loan request.Your unsecured loan ending in numbers [redacted] is showing due for the February 2014 payment. We encourage you to make your payment as soon as possible to avoid collection activity.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 1-877-768-2265 or visit your local Santander Bank branch office.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: My issue was about the overdrafts have been answered but SANTANDER REFUSES TO ADDRESS THE ISSSUE TO HELP ME TO INCREASE THE LOAN AMOUNT BY $4k WHICH I would be able to pay off the two other large credit card debts that would help my monthly budget to be lowered by almost $155.00 a month. I then could maintain the SANTANDER LOAN MONTHLY PAYMENT. I am trying to avoid filing BANKRUPTCY chapter 7 . I would think that a bank would want to keep a customer and help the person to avoid filing Bankruptcy??? I have contacted **. [redacted] , who is a RI District Executive Manger @ ###-###-####. I called his office at the recommendation of a "collections worker" I spoke to on March 24th. I await an answer from him and hope he can examine my concern to re-write my loan for $10K, pay-off the existing loan balance, pay of the two other large credit card account with [redacted] and [redacted]. I then could afford to make the required new loan payment and avoid filing Bankruptcy.

Please help me by contacting **. [redacted] and address this issue directly to himRegards,[redacted]

Business

Response:

April 8, 2014Dear **. [redacted]:Thank you for your correspondence submitted to the Revdex.com of Metro Washington DC and Eastern Pennsylvania (Revdex.com). The Revdex.com in turn forwarded your concerns to Santander Bank, N.A. (Santander) on March, 31 2014, and as a representative of the Bank I have been asked to respond.First and foremost, I would like to apologize for any inconvenience or frustration this matter may have caused you. At Santander, we take these issues veiy seriously and work hard to deliver exceptional service to our customers.Your correspondence indicates that you still have concerns regarding the overdrafts that were assessed to your account. You also expressed concerns regarding the increase to that you have requested on your loan. Lastly, you mentioned that you have been working with District Executive [redacted], however you have not received a response from him.In an effort to further research your concerns we reached out to **. [redacted] regarding this matter.Mailed the customer a letter which explained that we reached out to DE [redacted] and understanding that the customer has been in contact with BM [redacted], and Executive Assistant [redacted] multiple times regarding this matter; however unfortunately the Bank’s position has not changed.In discussing this matter with **. [redacted], it is my understanding that you applied and were declined for an increase on your existing Line of Credit (LOC) account ending in [redacted]. As mentioned in your correspondence, you are looking to increase your LOC amount in order to pay off some debt to avoid bankruptcy. I further understand you have also had discussions with [redacted], Branch Manager of the [redacted] branch location. I understand that **. [redacted] has explained to you that the Bank’s decision to decline your request to increase your LOC amount remains the same. I understand that this information was also communicated to you again during a conversation that you had with [redacted], Executive Assistant on March 26, 2014.In our March 3, and March 19, 2014 response to you we explained that the overdraft fees that were assessed to your checking account ending in [redacted] are valid. Our response also stated that your LOC increase request was denied and we enclosed copies of each denial letter that was mailed to you. Enclosed you will find our prior responses that were mailed to you dated March 3, and March 19, along with copies of the LOC increase denial.We regret we are not able to accommodate your request at this time.Lastly, in your correspondence you mentioned that you have been working with District Executive [redacted], however you have not received a response from him. We apologize that **. [redacted] was not able to speak with you personally, but I understand **. [redacted], his assistant, did return your call on his behalf.We again 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 your accounts, please call our Customer Contact Center at ###-###-####, or visit your local Bank branch office.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: Santander Bank USA refuses to offer any help with the loan problem and my inability to pay the loan and/or keep it current. Since one of the other CREDIT CARD companies has offered to lower my minimum monthly payment and charge no interest or late fees for over 1year, I can see that some financial companies do want to help a customer in their customers in time of need. SANTANDER IS NOT RUN LIKE A PERSONAL BANK, BUT ARE NOT CUSTOMER SERVICE ORIENTED. SANATNDER HAS A ROBOT MENTALITY AND I FIND THAT THEY CHANGE THEIR RULES AND REGULATIONS TO SUIT THEIR NEEDS.

I will no stop my dispute with this Bank and I just filed another complaint with the Federal Trade Commission against their banking practices. I have also filed a formal complaint with each credit reporting bureau. If I die they won't get paid and at 62yrs old, with all my serious health needs, I will contact local & cable news stations to bring their bad and poor customer relations into the light for the American people. Santander has many complaints against them if you check on the INTERNET. Many customers in the thousands have complained against them.

I will make it my duty seek legal action against SANTANDER if they attempt not to resolve this loan issue.Regards,[redacted]

Review: I paid off a Home Equity Line of Credit from Santander Bank on December 3, 2013, with a Re-secured loan from Santander. The amount paid on the HELOC was $134,009.86. The amount I owed on the HELOC was $133,474.87. I told [redacted], the branch manager, that the amount was incorrect. She told me that I would be sent a check for the difference ($534.99.) I have the bank statement showing the amount I owed on the loan. After many calls to [redacted]. [redacted] as well as the customer service department, I still have been not sent the refund.Desired Settlement: I would like a check for $534.99.

Business

Response:

March 4, 2014

Dear **. [redacted]:

Thank you for your February 7,2014 letter addressed to the Revdex.com. Your letter was forwarded to Santander Bank on February 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 carefully review matters raised by our customers.

You stated in your letter that you recently paid off your Home Equity Line of Credit (HELOC) account and felt that $133,474.87 was needed to do so. As a result, you are requesting a refund of $534.99, as you provided $134,009.86 in order to pay off the HELOC.

In researching this matter, we determined that $134,009.86 was the amount necessary to pay off your HELOC, ending in numbers [redacted], as of December 7, 2013. The payoff amount consists of the following:

Principal: $133,474.87

Interest: $479.99

Satisfaction Fee: $55.00

Total

$134,009.86

As noted above, the principal balance of the line was $133,474.87. However, inclusion of interest and the satisfaction fee total $ 134,009.86, the amount needed to close the HELOC.

I have also provided the Payoff / Disbursement Information Sheet that you signed, which shows $134,009.86 as the payoff amount for the line. Based on this information, there was not an overpayment and a refund of $534.99 is not owed.

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

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

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

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

Sincerely,