Santander

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I need to waive tha times unfair fees of $35,when I first call the bank before contacting the Revdex.com I was able to waive,of them,the person in charge from the bank( [redacted] ,because the nomber she provided in her letter wasn't even a working number until was fixed after I mentioned that to the Revdex.com is just either miss guide me and the Revdex.com or she don have the right info,I called here many times she never called me back when I was able to reach here she lied to me by saying she called me and left a message which was never happened,I wonder how is she in such position of a customer relation !!!! would you please Revdex.com try to clear and understand my situation by contacting someone who is really kowing what he is doing and represent the bank in a profisinal way Regards, [redacted] ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: "On October 14,your savings account was set up as overdraft protection for the checking accountIn the event the checking account was overdrawn, funds were automatically transferred from the money market savings account to the checking account, as long as funds were available in the money market savings account to cover the negative balance in addition to the sweep fee." This statement is correctI chose this specifically because it my transactions would be covered only if the funds were available in my savingsWhich is why the next paragraph in there statement is obviously false It states, "You elected to "opt-in" to the Santander Account Protector when the savings account was opened on October 14, At that time we did not have to collect signatures when a customer made a selection for the Account ProtectorYour opt in election meant that we may authorize and pay one time debit card purchases and ATM withdraws you make and charge insufficient funds fees even if you do not have sufficient funds in your checking account." When a customer made a selection? Where is the proof that I made that selection??? This above statement contradicts Santander's caseIf I had supposedly "opted" myself into Account Protector, as they claim, I would have no need to set my checking account up for "overdraft protection" as I did; furthermore Santander would have no need to offer me overdraft protection since my account would be charged for all transactions regardless of whether funds were available or notIt would be utterly unnecessary The fact remains that I did not "opt" myself into the Account Protector which gives them the right to charge my card when I have insufficient funds, then charge overdraft feesSantander opted me in without my consent and proper notification of them doing so, so of course they would not have my signatureI called a Santander representative and she even said "Oh we automatically opt you into the Account Protection plan." Of course they do, its another way to take money from there customers with deceitful practices Regards, [redacted]

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

March 3, Dear ***: Thank you for your recent correspondence dated February 18, to the Revdex.com (Revdex.com) On February 19, 2014, the Revdex.com forwarded your inquiry to Santander Bank, N.A(Santander)We received your inquiry on February 25, 2014, and as a representative of the Bank, I have been asked to respond We appreciate your inquiry and can assure you that this matter has been carefully researched in order to assist youIt is our goal at Santander to provide exceptional customer service and to carefully review matters raised by our customers You noted in your correspondence that you performed a single transaction in the amount of $at a [redacted] Teller Machine (ATM), but your checking account was debited twiceAfter contacting Santander’s Customer Contact Center, you were advised that you would need to wait for the transaction to post to your account before a dispute could be filedYou were concerned that there was potential for other transactions to post against your account, resulting in insufficient fundsYou would like the funds and all associated fees credited to your account You were correctly advised that Santander can only place disputes on items that are actually withdrawn from a customer’s accountIn addition, the Bank is not able to place a stop payment on a transaction that was authorized at the point of sale but has not yet actually been presented to the Bank for paymentThis is because transactions may systematically drop off and never post to an account In reviewing the history for your checking account ending in numbers 7671, we found that only one (1) ATM withdrawal transaction in the amount of $posted to your checking account on February 18, The duplicate pending payment dropped off during overnight processing and was not posted to your accountWe have confirmed that no fees were assessed with regard to this matter Thank you for taking the time to share your concerns and for allowing me the opportunity to address them If you have additional questions regarding your accounts, please call our Customer Contact Center at ###-###-#### or visit your local Santander branch office You are a valued customer and we appreciate that you have chosen to bank with usWe look forward to assisting you with all of your financial needs, now and in the future Sincerely,

May 18, 2015Dear [redacted] Thank you for your May 5, inquiry to the Revdex.com (Revdex.com)The Revdex.com forwarded the inquiry to Santander Bank, N.A., which we received on May 8, As a representative of the Bank, I was asked to respondWe appreciate your inquiry and can assure you that we have carefully researched this matter in order to assist youIt is my understanding that you have concerns regarding an unavailable funds fee that was assessed to your checking account ending in numbers on April 16, 2015.On behalf of the Bank, I wish to offer my apologies for your experience and for any inconvenience you encountered in relation to this matterThe level of service that you described is not at all consistent with our expectationsPlease be assured that this situation has been reviewed and addressed by the appropriate management personnelIn your correspondence to the Revdex.com, you explained that you deposited a state government issued check on April 15, 2015, and that you were advised at the time the deposit was made that the funds from the check would be available to you the next business dayHowever, the funds were not available the next day which is when an automatic debit posted to the accountThis transaction caused the account to be charged the aforementioned unavailable funds feeUpon request, the item that you deposited was eligible for next day availabilityHowever, when the deposit was Conducted it was not Selected to be processed with the special next day availabilityBased on the information that we have, it appears to us that our teller made an error in processing your deposited itemFor this reason, we have refunded the $unavailable funds fee back to your checking accountThe credit was processed on May 14, 2015, and will appear on your next monthly statementAgain, we apologize for your experience and we thank you for taking the time to share your concerns and for allowing us the opportunity to address themIf you have any additional questions in regard to this matter, you may contact Santander District Executive, Sharon P [redacted] , at [redacted] .Sincerely,Ann GVice President Manager, Customer Relations

September 2, Dear [redacted] ***: Thank you for your August 18, letter addressed to the Revdex.com (Revdex.com)The Revdex.com forwarded your inquiry to Santander Bank, N.A(Santander) on August 21, 2015, 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 youIt is my understanding that you conducted a $4,balance transfer on April 29, Although the funds were deducted from your [redacted] Credit Card ending in numbers ***, the funds were not credited to your account at your credit unionYou have been trying to get this matter Corrected since then.In researching the concerns you presented, we found that you contacted Santander in Order to facilitate a $4,balance transfer on April 29, from your [redacted] Credit Card, and provided a card number ending in numbers [redacted] as the card to receive the balance transferSantander processed the transaction and charged a $balance transfer fee for doing so.You first notified Santander of an issue with the balance transfer on June 29, At that time a request was submitted in order to look into this matterIt was at this time that you disclosed that your card ending in numbers [redacted] is a debit card linked to your checking account at [redacted] ***Since balance transfers cannot be completed between a credit card and a debit card, the funds were not credited to your debit card, and ultimately your checking accountBalance transfers can only be completed between two credit cards.As a follow up to that conversation, you spoke with MrJoseph J [redacted] in our Quality and Training Administration department on July 10, 2015, so additional information could be obtainedIt was at that time that the account number and routing number were provided for your checking account at [redacted] ***As soon as we had all of the information to request the reimbursement, we contacted [redacted] several times to request the return of the fundsThe refund was not received until August 31, On August 31, we applied $4,to your [redacted] credit card balanceAs the refund exceeded the balance on your [redacted] card, the difference of $will be mailed to your attention under separate cover in the form of a check, While we understand your frustration over the length of time this matter has taken in order to resolve this matter, we were simply unable to correct it until the funds were returned to us.Thank you for taking the time to share your concerns, and for allowing me the opportunity to address themYou are a valued customer and we appreciate that you have chosen to bank with usShould you have any additional questions in regard to this matter, please feel free to contact MsJen S [redacted] , a Customer Relations Representative, at ###-###-####Sincerely, JoAnn GVice President and Manager, Customer Relations

April 8, Dear ** [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, 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 youAt 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 accountYou also expressed concerns regarding the increase to that you have requested on your loanLastly, 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 ***As mentioned in your correspondence, you are looking to increase your LOC amount in order to pay off some debt to avoid bankruptcyI further understand you have also had discussions with [redacted] ***, Branch Manager of the [redacted] branch locationI understand that ** [redacted] has explained to you that the Bank’s decision to decline your request to increase your LOC amount remains the sameI 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, response to you we explained that the overdraft fees that were assessed to your checking account ending in [redacted] are validOur response also stated that your LOC increase request was denied and we enclosed copies of each denial letter that was mailed to youEnclosed 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 himWe apologize that ** [redacted] was not able to speak with you personally, but I understand ** [redacted] , his assistant, did return your call on his behalfWe again thank you for taking the time to share your concerns and for allowing me the opportunity to address themIf you have any further questions regarding your accounts, please call our Customer Contact Center at ###-###-####, or visit your local Bank branch office.Sincerely,

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

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

September 26, 2014Dear [redacted] ***Thank you for forwarding Santander Bank N.Ainformation related to the above-mentioned customer Below please find a summary of our recent contact with [redacted] regarding her concernsOn September 19, 2014, Travis L***, District Executive, spoke with [redacted] by telephone regarding this matter [redacted] was offered an apology for the incorrect information she was provided, as she was informed that the sweep fees should not assessed when in fact this is a valid fee.To resolve the matter, MrL [redacted] offered a courtesy fee refund, in the amount of $36.00, for the three (3) $sweep fees she was assessed [redacted] received an explanation of the fees, along with suggestions in which to avoid the fee in the futureThis refund was posted to [redacted] ***'s checking account on September 19, According to our records, [redacted] was pleased with the resolutionThank you for allowing us the opportunity to address this matterIf you have any further questions or concerns, please feel free to contact MsTalia C***, Customer Relations Representative, at [redacted] Sincerely, JoAnn G Vice President Customer Relations

April 3, 2015Dear [redacted] : Thank you for your March 16, 2015, correspondence submitted to the Revdex.com (Revdex.com)The Revdex.com forwarded your inquiry to Santander Bank, N.A(Santander) on March 20, 2015, and as a representative of the Bank, I have been asked to respondWe appreciate your inquiry and can assure you that this matter has been carefully researched in order to assist youIt is my understanding that you have paid off your loan with Santander in , December of 2011, and are looking to have this information updated on your Credit reportOn behalf of Santander, please accept our sincerest apologies for the incorrect information that was being reported to the credit reporting agencies, as well as for the length of time it has taken in order to rectify this matterWe fell short of our expectations, Our records indicated that you spoke with [redacted] in our Customer Relations department on April 1, During your telephone call with [redacted] ***, she advised you that in February 2014, the Bank Submitted an update to the credit reporting agencies correcting the paid in full date to reflect December Regrettably, the credit reporting agencies to which we submitted the update did not correct the paid in full date [redacted] confirmed with you that, on April 1, 2015, the Bank submitted another electronic update to the credit reporting agencies correcting the paid in full dateThe confirmation (AUD) number for this update is [redacted] We again reported that the status as paid in full and closed as of December Thank you for taking the time to bring your concerns to our attention and for allowing us the opportunity to address themShould you have any additional questions in regard to this matter, you may contact Talia C***, Customer Relations Representative, at [redacted] Sincerely,JoAnn G Více President Manager Customer Relations

February 10, 2016Dear [redacted] ***: Thank you for your January 26, Correspondence Submitted to the Revdex.com (Revdex.com)The Revdex.com forwarded your inquiry to Santander Bank, N.A(Santander), and as a representative of Santander, I have been asked to respondWe are sorry to learn that you have not been receiving your monthly statements for your residential mortgage loan ending in ***On behalf of Santander, I would like to sincerely apologize that your mailing address was not properly updatedThe level of Service you described is not consistent with our expectationsPlease be assured that this situation has been reviewed and addressed by the appropriate management personnel.In researching this matter, our records indicate that you spoke with a Mortgage Servicing representative On December 21, 2015, at which time your mailing address was updatedAt that time, the December Statement was already in the process of being mailed to the previous address we had on fileWe received the December Statement as returned mail from the post office on December 24, With respect to your January Statement, we found that the representative that completed your change of address request on December 21, 2015, inadvertently missed a number when inputting the Zip CodeWhen you contacted our Mortgage Servicing department on January 18, 2016, a representative identified the issue and corrected the Zip Code on the accountGoing forward you should start to receive your monthly Statements without delayWe have enclosed a copy of your December and January statements, in addition to a copy of your Form for your recordsWe regret this incident occurred and apologize for any inconvenience this matter has causedIf you have any additional questions with regard to this matter, please feel free to contact Adrienne P [redacted] , Customer Relations Representative, at ###-###-####Sincerely, JoAnn G [redacted] Vice President Manager, Customer Relations

January 4, 2015Dear MrSolomon: Thank you for your December 18, inquiry submitted to the Revdex.com Washington DC and Eastern Pennsylvania (Revdex.com)The Revdex.com forwarded your inquiry to Santander Bank, N.A(Santander) On December 22, 2015, and as a representative of Santander, I have been asked to respond.We apologize for any confusion this matter has causedIt is my understanding that you feel you have met the criteria to receive the bonus of $for your new Santander Checking account ending in numbers AS we have explained to you have not yet met all of the Criteria to qualify for this bonus to dateOn December 29, 2015, MrBenjamin D***, District Executive, spoke with you and discussed these concernsHe explained the requirements that qualify for the bonus are as follows• that an eligible, new checking account should be opened with a minimum of $25.00, • that the account should have direct deposits totaling $or more within the first days, and • the account must stay open for at least daysOnce these requirements are met, the $bonus will be paid within daysI understand MrD [redacted] clarified this information to your satisfactionThank you for taking the time to share your concerns and for allowing me the opportunity to address themIf you have any additional questions in regard to this matter, you may contact Adrienne P [redacted] , a Customer Relations Representative, at ###-###-####Sincerely, JoAnn GVice President and Manager, Customer Relations

July 29, Dear [redacted] : Thank you for your July 21, correspondence that was submitted to the Revdex.com (Revdex.com), Metro Washington DC and Eastern PennsylvaniaThe Revdex.com forwarded your inquiry to Santander Bank, N.A(Santander), which we received on July 24, 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 youIt is my understanding that you received a letter from Santander dated July 7, 2015, stating that your account ending in was inactive and that after three (3) years of inactivity, your property would be turned over to the StateHowever, you indicated that you closed this account in person at our branch located in Hagerstown, Maryland, in Spring In reviewing the concerns you presented, our records indicate that on June 28, 2012, a withdrawal in the amount of $was processed to your Checking account ending in ***, which left your available balance at zeroHowever, on June 29, 2012, interest in the amount of was credited to your account causing it to remain openOn July 24, 2015, your account was closed and a check in the amount of was mailed under separate cover to the address reflected aboveIf you do not receive this check within business days from the date of this letter, please contact Adrienne P [redacted] in our Customer Relations department at the number belowAlso, per your request, enclosed is a copy of the statements from June 1, to May 30, We apologize for any inconvenience this matter has caused you, and thank you for taking the time to share your concerns and for allowing me the opportunity to address themIf you have any additional questions in regard to this matter, you may contact Adrienne P [redacted] , a Customer Relations Representative, at [redacted] Sincerely,JoAnn GVice President and Manager, Customer Relations

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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: While I appreciate Santander bank removing of the overdraft fees, I'm still left with fees, @ $each, for a total of $As I've explained in past, I am currently disabled and receiving only a percentage of my salaryBecause of my disability, I was unable to retrieve my mail on a regular basis, so I wasn't aware that my account was overdrawnAs Santander bank has stated that they have the ability to stop withdrawals from my account, why not have stopped them before charging me overdraft fees? It's outrageous to me that I now have to pay $to Santander bankI am sick and I have no way to repay these charges Regards, [redacted] ***

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

July 11, Dear [redacted] ***:Thank you for contacting Santander Bank, Nregarding the abovementioned customer issue.Enclosed you will find a copy of our correspondence dated June 27, addressed to [redacted] ***Please retain this information for your records.Should you require further assistance, please feel free to contact me at ###-###-####,Sincerely,

June 11, 2014Dear [redacted] :Thank you for your May 20, 2014 letter addressed to the RevDex.com (BBB). 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 ***, 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 19612 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] , Manager of the Loss Mitigation Department, at ###-###-####. Sincerely,

December 21, Dear [redacted] ***: Thank you for the correspondence that you forwarded regarding [redacted] It is my understanding that [redacted] questioned an Individual Retirement Account (IRA)Please know that [redacted] 's concerns were resolved on December 17, 2015, when she met with the Shillington Branch ManagerDuring the meeting the Branch Manager opened an IRA Certificate of Deposit account, waived the associated fees, and reimbursed [redacted] for lost interest [redacted] expressed that she was happy with the outcome.Thank you for allowing us the opportunity to provide you with information regarding [redacted] If you have any additional questions, in regard to this matter, please feel free to contact MsJen S [redacted] , a Customer Relations Representative, at ###-###-####Sincerely,JoAnn G Vice President Manager, Customer Relations