Santander

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

CID: *** Date Filed: 4/27/11:AM
Complaint Detail / ProblemNature of Complaint: Billing or Collection Issues - The company has processed an unauthorized credit card charges Problem: There was a charge made to my credit card account on 12-12-from *** **I called the credit card company several times to complain that this charge was wrongI spoke with an Anna, Ivy and IreneI was informed that I should pay the amount of my bill and a credit for the amount of the wrong charge of would be posted to my accountThey gave me a credit of when I was told the entire amount of would be refundedI have called several times to attempt and receive my remaining cents and no one will help me and they are telling me they cant do anything about itI would think as a credit card company, they would be willing to credit my account cents in order to maintain their customer.Desired Settlement / OutcomeDesired Settlement: Desired Outcome: I would like the refund of the cents to be posted to my credit card account

April 16, Dear ***:Thank you for your March 26,letter addressed to the Revdex.com of Metro Washington DC and Eastern PennsylvaniaYour letter was forwarded to Santander Bank, N.A(Santander) on March 31,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 stated that an ATM deposit you made was not credited to your account Additionally, you mention that your debit card was compromised and your account was assessed insufficient funds feesLastly, you feel that you were not given sufficient notice when the provisional credit that you were given was removed from your checking account which caused additional overdraft charges.Upon researching your account, we found that a deposit made through the Automated Teller Machine (ATM) in the amount of $dated for December 13,was processed and reversed on the same dayOn January 2,a claim was filed and a provisional credit for $was issued to your checking account on the same day while this issue was being researchedDuring the investigation, we concluded that there was no cash found in the ATM and the machine was not out of balanceTherefore, the provisional credit you were issued in the amount of $was reversed from your account on February 3,A letter was mailed to you five business days prior to the monies being debited from your account.You contacted the Bank on February 4, to advise that you had not received any notice of this reversal.It was at that time it was explained to you that a letter had been mailed to you business days prior to the funds being reversed from your accountThe beginning balance of your checking account on February 3,was SAfter the reversal of the $provisional credit that day, the balance was SBetween February and February 5, there were five (5) transactions posted for payment in the amount of $exceeding the balanceThis resulted in Insufficient Funds Fees for S175.00.On February 26,2014, you contacted our Customer Contact Center to file a debit card disputeClaim number *** for $9.98, for two $purchases, was filed on your behalf for purchases made through ***.When you contacted the Customer Contact Center to file the dispute on February 26,2014, you also requested to have overdraft fees waived that were assessed to your account on February 3rd and 5thA request was submitted to waive three of the five fees you were assessedThe refund was processed and your account was credited in the amount of $on February 26th.On February 28,2014, we denied claim *** due to inconsistencies with your claim.On February 28,you contacted the bank and filed another claim, number ***, for purchases in the amount of $This claim was approved and a final refund was posted to your checking account ending with *** on March 3,2014.No overdraft charges were assessed to your checking account as a result of the purchases involved with the debit card disputeThe overdraft charges were assessed prior to the dispute on February and February and the debit card disputes that were approved and paid occurred between February and February Therefore, no additional fees were reversed when your claims were paid.As a courtesy, we will waive the two remaining Insufficient Funds Fees in the amount of $You will see this credit on your next monthly statementPlease accept my apology on behalf of Sovereign Bank for any inconvenience you have experienced.Thank you for taking the time to share your concerns and for allowing me the opportunity to address themIf 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 usWe look forward to assisting you with all of your financial needs, now and in the future.Sincerely,

August 22, Dear *** ***:
Thank you for contacting Santander Bank, N.A regarding the above-mentioned customer issueBelow please find a summary of our recent contact with *** *** regarding his concernsOn August 19, 2014, MsAleda H*** of our Customer
Relations department spoke with *** *** in in order to discuss the request he described in his letter to the Revdex.comDuring this conversation, MsH*** advised *** *** that because the account is a Home Equity Line of Credit account, in which the monthly payment varies, a $fixed payment amount is not an available payment option.However, in an effort to provide a Solution for his request, MsH*** explained that the Bank was able to offer to have a fixed $automatic payment processed every month, in addition to his regular monthly billed amountThe customer agreed to this change, and was satisfied with the resolution providedShould you require further assistance, please feel free to contact Aleda H***, Customer Relations Representative at ###-###-####.Sincerely,
JoAnn G
Vice President Manager Customer Relations

[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: ***
I am rejecting this response because: it most aboustly was overdrafted because the company continued to take out fees for a machine they never delivered
Regards,
*** ***

June 17, 2015Dear *** ***:
Thank you for your June 9, correspondence submitted to the Revdex.com (Revdex.com)The Revdex.com forwarded your inquiry to Santander Bank, N.A (Santander) on June 12, 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 on multiple occasions you submitted an online application to Open an account by visiting www.Santanderbank.comHowever, each time you submitted an application it was declined, and you were directed to visit a branch, but you do not have access to a branchWe have confirmed that, after multiple attempts to open an account online, we were unable to verify your identity through the online verification processTherefore, your only option to open an account is to visit a Santander branch in person and provide proper identificationWe realize that at this time you do not have access to a branch, but if at any time in the future you are near a Santander Bank branch, please stop by and we would be happy to assist youThank you for taking the time to share your concerns and for allowing me the opportunity toaddress themIf you have additional questions, please contact Talia C***, Customer Relations Representative, at ***Sincerely,Ann GVice President Manager Customer Relations

December 11, 2015Dear *** ***:
Thank you for your November 20, 2015, correspondence submitted to the Revdex.com (Revdex.com)The Revdex.com forwarded your inquiry to Santander Bank, N.A(Santander) on November 27, and as a representative of the Bank, I have been asked to
respond.We are sorry to learn that you have concerns regards to fees that we assessed to your Checking account ending in ***In reviewing the concerns you presented to the Revdex.com, Our records indicate that you elected to "opt-in" to the Santander Account Protector on February 15, This election meant that we were authorized to pay one time debit card purchases and Automated Teller Machine (ATM) withdrawals you made and charge overdraft fees even if you do not have sufficient funds in your checking accountTherefore, the fees that were assessed to your account are not a result of a Bank errorIn consideration of any confusion regarding Santander Account Protector, we have agreed to waive three fees in the amount of $105, You will See a credit on your next account StatementOn November 13, the overdraft election was changed to "opt-out" of our Santander Account Protection product in order to avoid future overdraft feesAdditionally, you mentioned that you were notified by post card several days after the overdraft occurredWe offer Online Banking and Telephone banking where you can easily keep track of the balance in your accountYou can also set up balance alerts in the Online Banking system to notify you by email when your balance is low or overdrawnPlease contact us at the number below for assistance Setting up this featureThank you for taking the time to share your concerns, and for allowing me the opportunity to address themShould you have any additional questions in regard to this matter, please feel free to contact MrAnthony C***, Customer Relations Representative, at ###-###-####Sincerely,
JoAnn G Vice President Manager Customer Relations

July 3, Dear ***:Thank you for your June 16, letter addressed to the Revdex.comYour letter was forwarded to Santander on June 19, 2014, and as a representative of the bank, I have been asked to respond.We appreciate your inquiry and can assure
you that this matter has been carefully researched in order to assist youIt is our goal at Santander Bank, N.Ato provide exceptional customer service and to thoroughly review matters raised by our customers.First and foremost, I would like to sincerely apologize for the difficulties you encountered with regard to your new checking and savings accounts at SantanderWe take these issues very seriously and work hard to deliver the type of service that customers expect and deserveThe level of service you described is not at all consistent with our expectationsPlease be assured that the details of this situation were addressed by the appropriate management teams.You stated in your letter that you opened a checking and savings account with the Customer Contact Center (CCC), and that you received the signature cards and provided them to the *** *** Branch instead of the CCCHowever, the CCC did not receive the signature cards and your accounts were closed, leaving your direct deposit(s) to be rejected.Upon researching this matter, I found that when the CCC had not received the signature cards, they mailed a letter to your attention days and days after the accounts were openedI understand you contacted the CCC on May 13, 2014, and noted that you provided the signature cards to the BranchAt the time you called, the branch was not openAs a result, the agent asked if we could mail another signature card to your attentionIt was at this point that you stated that you had already taken time from your schedule to deliver the paperwork to the branch and that you were not going to do it againYou informed the agent to get the papers from the Branch directly.According to Branch records the signature cards were faxed to the CCC on May 14, However, the CCC did not receive them.The CCC contacted you by telephone days after the accounts were opened to inform you that they had still not received the signature cards and that the accounts would be closedAfter they did not hear back from you, on May 29, 2014, two (2) official checks were issued to you; one (1) for $and the second for $20.00, representing the proceeds from your accounts.You then called the CCC and spoke to two agents on June 2, 2014, in order to determine why your debit card was not workingYou were informed that the card was blocked because your accounts had been dosed because they never received the signature cardsYou informed them that the signature cards were at the *** *** BranchAs a result, they were able to follow up and retrieve the cardsThe accounts were then reopened, at which point you questioned your balanceThe agent noted that the balance was $Based on this information, you wanted to know where a direct deposit in the amount of $1,620.00, which would have been received in your checking account on May 30, 2014, had goneThe agent noted that the accounts were closed on Friday, May 30, 2014, so the direct deposit would have rejected and was sent back to the issuer.On Saturday, June 14, 2014, you called the *** *** Branch in order to question the location of your June 13,direct depositThe team member noted that the funds were not in the accountWhile on the phone with a team member you then yelled that you would be in the branch in the next half hour and " will kill somebody there"Since this is a direct threat to both team members and other customers, the branch was dosed and the local police were calledWhile the police were at the branch, you called them again, and demanded a resolution of your entire situationThe team member noted that she would contact the necessary departments the next business dayYour $1,601,direct deposit posted to your account on June 16, 2014.While our review found that our team members and agents conducted themselves professionally and respectfully as they assisted you, please know that this matter has been reviewed by the appropriate management personnel to address how this situation could have been handled better by Santander.Unfortunately, as a result of your conduct at the branch, we are providing you notice that your accounts will be closed on October 16, This should allow you ample time to redirect any recurring payments or deposits that you may have establishedWe are very sorry that we have to terminate our relationship with you.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, please contact *** ***, District Executive, at ###-###-####Sincerely,

Jun18, Dear *** ***:Thank you for your May 30, letter addressed to the Revdex.com of Metro Washington DC and Eastern PennsylvaniaYour letter was forwarded to Santander Bank on June 2, 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 Bank, Nto provide exceptional customer Service and to carefully review matters raised by our customersYou stated in your letter that you are questioning why your online payments to your Credit Card account have not processed properly since February of You also stated that when you contacted our Customer Contact Center you were treated rudely and transferred from one department to another
First and foremost, I would like to apologize for the level of service you received during your interaction with our Customer Contact CenterAt Santander, we take these issues very seriously and work hard to deliver exceptional service to our customersAs providing exceptional service is our goal at Santander, the level of service you described is not at all consistent with our expectationsPlease 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 futureUpon researching your account we found that when you were scheduling your payments online to your Credit Card account they were returned due to an invalid account numberWe show that the following account information was used to make these payments; routing number ***, checking account number ending with ***The payment date and amounts are as follows January 22, payment in the amount of $which was returned on January 28, 2014, February 24, payment in the amount of $250.00, which was returned on February 28, As well as your March 24, payment in the amount of $which was returned on March 28, and your April 24, payment in the amount of $which was returned on April 30,and lastly your May 1, payment in the amount of $which was returned on May 16, According to our records, you also scheduled a payment in the amount of $2,on May 22, from routing number *** checking account ending with which was returned on May 29, due to insufficient fundsWe show a payment being made successfully in the amount of $2,on May 29, No negative information was reported to the Credit Reporting AgencyThank 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, 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 usWe look forward to assisting you with all of your financial needs, now and in the future.Sincerely,

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

[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: ***I am rejecting this response because:
The flow of events as described by Santander are falseI was contacted by Santander on Thursday, July 24, around p.mby a representative of Santander asking if I was using my debit card in *** GeorgiaThis call was placed to me via my home phone line, I was obviously not in Georgia, as this is hundreds of miles from where I resideI immediately told the rep that I was not in Georgia making these charges and that they were fraudulent and unauthorizedAt this point, I was informed that they were pending charges and that they needed to be approved, removed from my account and then I could file a claim to dispute the chargesFrom there, I was told that there was nothing further that could be done within that departments and that I needed to be transferred to another departmentUpon being blindly transferred to a customer service rep whom was not familiar with what was taken place, I had to go through the story of the events that had been occurring within the last few minutes and what was happening with my accountI was told by a customer service rep, Michelle, that they charges had to clear pending status before I could dispute the claims and request my money backI received a call the next morning from Michelle and she notified me that the charges had not cleared pending status and that there was nothing that could be doneUpon hearing this, yet again, I contacted my local branchI thought that if I could go and speak to someone, perhaps Santander valued their customers and perhaps they would be able to assist me more than a call center in a different stateI called and spoke with the PBR at the EMail Street branch and explained the situationI received the same explanation and I then requested to speak to the Branch Manager, who was unavailableI then asked to speak with the next person in charge and was given MrHoward E***'s nameAt this time, I requested a call from MrE***MrE*** did call me initially and I was unavailableI was unavailable and spoke to Howard abruptly and told him that I was on my way home from work and the road I use to commute home did not receive cell phone reception and that I would be available in minutes once I got to my residenceOn Friday, July 25, I spoke with Howard between 5-p.mand explained to him the phone call that I received from the fraud department explaining the fraud chargesAt this point, Howard assured me that I would receive a return phone call from him on Monday, July by noon and that the situation would be resolved and I would receive my money backShortly after 2p.mon 7/I had still not heard from Howard, as he assured me I wouldI took it upon myself to contact himIt was at this time that Howard began to be uncooperative and unempathetic to my situationI expressed the urgency of receiving my stolen money back, I explained to Howard that I have young children and that I could not go a lengthy amount of time without the money that was stolen from meAlso, I explained to Howard that I was scheduled to leave for vacation the following week and that I would need the money back into my account before my departure on 8/1/I expressed the urgency to Howard and explained to him that I had contacted one of the stores in Georgia directly where one of the transactions had taken placeAlso, I informed him that I contacted to local police in the town in Georgia and the PSPUpon hearing this, Howard became frustrated and hung up on meUpon being hung up on, I immediately called Howard backAt this point, I was told that I would be receiving a provisional credit to my account for the amount deducted from my accountHoward requested that I provide the amount to him so he knew how much of a credit to place into my accountThis, surprised me because I felt as though Santander, and MrE*** should have that information at their disposal, not to have me provide the dollar amountThere were transactions that had the information with them, so I knew that they were fraud chargesOne transaction still had "pending" next to the description so I told Howard that the charges were fraud and unauthorized and that I was unsure of the 4th charge because there was no detail listed onlineI requested Howard to look into if this was a valid or fraudulent charge and Howard refusedHe requested without haste a total amount due back to me and took the total of the chargesWithin minutes, the credit was placed into my accountOn 8/14/Howard called me to let me know that the 4th charge was a valid charge for an expense my husband had madeAt this time, Howard told me that he was going to reverse the entire provisional credit as there was no evidence to show that the charges were fraudI sent a letter to Howard and attached a copy of the email string from the Captain of the police department in Georgia where the charges took placeThe investigation in Georgia concluded that the charges were fraud and there was video evidence within the one store showing the criminals making the purchasesOn the cover letter of the fax that was sent to Howard with my letter and copy of email correspondence with the Police Department in Georgia, there was a confidentiality notice stating the fax and the information within it was solely for the use of the individual to whom it was intendedHoward took it upon himself to forward this confidential information to local branch managers, despite the notice that it was for his eyes onlyThis violated the confidentiality notice and my privacy even more than being a victim of identity theft
To address the accustations that I was irate: This letter in response from Santander tried to paint me in a negative lightPlease, put yourself in my shoes with the strain of events and let me know if you would not be upset as wellI received a phone call stating that charges were being placed against my account totaling over $I notified Santander immediately that these were not legitimate and authorized charges, they were still in a pending statusFrom here, the charges never should have been able to debit my accountThey should have been declinedAs I tried to follow the chain of who I thought to contact, I contacted my local branch, who hung up on me after I made it clear that I would not wait to receive my money backI am not sure of many people who could go without $from their checking accounts and to be expected to wait business days for a claim to be filed and investigated in unreasonable and illogicalI do not know too many people who would not be upset over loosing $150+I'm not sure what reaction Santander would expect to receive from customers in my shoesI have children to provide for and $150+ does a lot of providing for themMy treatment from Santander was unreasonable, unspeakable and unfathomableI was hung up on by a local branch manager and by HowardI was treated as though I was the criminal and that I had done something wrong, despite the fact that I was a victimI believe the lack of customer service and the treatment received was something that will forever haunt meIt caused emotional turmoil and stress on me physically and mentally knowing that I was a identity theft victim and was receiving the treatment from Santander that I receivedI believe there is more than an apology due to me from the branch manager who hung up on me, from MrHoward E*** and from Santander and that their practice of handling this and similar situations needs to be reevaluated and changedNo victim of identity theft should have to be put through the treatment that I received from Santader and its reps
Regards,*** ***

August 10, 2015Dear *** *** ***:
Thank you for your July 27, Correspondence 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 August 3,
As a representative of the Bank, have been asked to respond.We 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 your application for a Home Equity Line of CreditOn behalf of the Bank, I wish to offer my sincerest apologies for your experience and for any inconvenience you have encountered in relation to this matterThe service that you described in your inquiry falls far short of our expectationsPlease be assured that this situation and the level of service that you received have been addressed by the appropriate management personnelWe show that on July 27, 2015, the same date that your inquiry to the Revdex.com was submitted, our Customer Relations Department received a telephone call from you in regard to this same matterDuring the call, you explained that earlier that day, you were informed by a branch representative that the Bank identified a $5,lien that was found for a loan in your nameYou stated that you were told that we needed proof that the lien was removed in order to move forward with the application process and the appraisalI also understand it was mentioned to you that due to the time that had passed since your application was submitted, you may need to restart the process by submitting a new application.We reviewed your application history in order to assist you and found that we received your application on May 22, and an appraisal for the property on was ordered on May 28, Notes on the application file indicate that between May 28, and June 24, 2015, the appraiser tried several times without success to reach you by phone to schedule a time for the appraisalDuring this time frame, the Bank also attempted to reach you to confirm if you were proceeding with the applicationOn June 24, 2015, the appraisal was cancelled and the application declined for lack of response from youOn June 30, 2015, We received a request to reactivate the application, along with updated contact information for you, from our *** *** *** BranchThe application, however, was not reactivatedThe branch contacted our underwriting area who did not want to reactivate the application before the lien was cleared, however that was not communicated to you and we apologize for that oversight.After your call to Customer Relations on July 27, 2015, Tim M***, a Consumer Lending Credit Manager, Contacted you by telephone later that day, to discuss the Concerns you presented to Customer RelationsI understand that MrM*** advised you that a new application would not be needed and that we would be able to reactivate the existing applicationMrM*** arranged for an appraiser to contact you to schedule an appraisal and also reviewed the $5,lien that was identified and discussed next stepsAt the conclusion of that call, you had indicated to MrM*** that you would follow up with the institution reporting the lien in question, *** ***On July 31, 2015, MrM*** checked in with you by telephoneHe was able to confirm that the appraiser had contacted you and that you were aware and satisfied that an appraisal was Scheduled for August 7, He clarified rate information for you and after discussing the $5,lien further, he provided you options on how you Could proceed with the application with respect to the lienYou informed him that you would continue to research the lien with *** *** and would touch base with him laterAfter our receipt of your inquiry to the Revdex.com, Lance S***, a Customer Relations Representative, Contacted you by telephone on August 4, You confirmed to MrS*** that the appraisal remained scheduled for August 7, 2015, but that you were still attempting to resolve the situation with the lienDuring the call, MrS*** recommended that you might try to obtain a letter of Confirmation from *** *** Stating that the lien is showing in error since you indicated to him that the account was closed several years agoI understand that you thanked MrS*** for his call, took down his contact information, and advised him that you would contact *** *** and would follow up with Santander thereafterAs of August 5, 2015, we do not have record of any additional correspondence with youThank you for taking the time to share your Concerns and for allowing us the opportunity to address themAgain, we are very Sorry for the experience that you have had for your application up until recentlyHowever, we are very pleased to be able to work with your regarding this matter and we look forward to bringing this situation to a resolution for you as soon as possibleIf you have any additional questions in regard to this matter, you may contact Tim M***, at *** or Lance S***, at ***.Sincerely,JoAnn G* Vice President Manager, Customer Relations

Today we received another notification that our account was still overdrawn and that we still owed them over $ Problem has still not been resolved[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:
I am rejecting this response because:
Regards,
David Kline

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

Thank you for your February 20, inquiry to the Revdex.com (Revdex.com) of Metro Washington DC and Eastern PennsylvaniaThe Revdex.com forwarded your inquiry to Santander Bank, N.A (Santander) on March 9, 2015, and as a representative of the Bank, I have been 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 checkbook order fees that were incorrectly assessed to your Premier Checking Account, as well as the Service that you received from Our South Hanover Branch when inquiring about a refund of the erroneous fees.On behalf of the Bank, I wish to offer my apologies for your experience as well as for any inconvenience you have encountered as a result of this matterThe level of service 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 an effort to discuss your concerns at greater length, District Executive, Michelle M***, attempted to reach you by telephoneUnfortunately, understand that MsM*** was unsuccessful in connecting with you and her voice messages were not returnedOur Premier Checking Account provides free orders of checks in the Graystone check design, or a $discount toward an alternate check design if desiredIt appears that when your checks were Ordered, the appropriate code was not applied and you were assessed fees in error as a resultWe are very sorry for this oversight and for the delay that you encountered in having this matter correctedTo remedy this situation, credits of $and $were applied to your checking account on March 10, The credits will appear on your next monthly statement.
Thank you for taking the time to share your concerns and for allowing us the opportunity to address themYou are a valued customer and we appreciate that you have chosen to bank with usIf you have any additional questions or wish to discuss this matter further, you may contact Michelle M***MsM*** can be reached at ***Sincerely,
JoAnn G***
Vice President Manager, Customer RelationsCC: Michelle M*** / District Executive/Santander Bank, N

June 27, Dear *** ***:Thank you for your most recent correspondence addressed to the Revdex.com on June 17, Your letter was forwarded to Santander Bank, N.A(Santander) on June 19, 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 thoroughly review matters raised by our customers.It is my understanding in reviewing your correspondence that it was your intention to close your accounts with the bank through written requests due to you not having much usage over the last yearAfter researching your request, we have not received any written requests to close your accounts at any of our Santander locations.You mentioned in your letter that a $transaction on May 16, caused one (1) $insufficient funds fee and one (1) $sustained overdraft fee for a total of $to be assessed to your accountYou brought the account in good standing when you were notified regarding the overdrawn balance.In your correspondence you requested that we close your accounts and reimburse you $for the fees you receivedPlease be assured that checking account ending in and money market account ending in are now closedNo additional transactions will clear from these closed accountsIn addition to your request to dose your accounts, we have also complied with your request to refund you the $in fees you were assessedEnclosed is an Official Santander Bank check in the amount of $70.00.Please accept my apology on behalf of 5antander for any inconvenience you have experienced.We appreciate the opportunity to have provided you our products and servicesWe would be pleased for the opportunity to assist you with any future banking needs that you may have.Sincerely,

October 6, 2014Dear *** *** ***.Thank you for your correspondence addressed to the Revdex.com and the Commonwealth of Massachusetts, *** Community College Law CenterYour correspondence was forwarded to Santander Bank, N.A(Santander) on September 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 my understanding that you have concerns regarding an Automated Teller Machine (ATM) withdrawal in the amount of $that you made August 29, 2014, in which you only received $40.00, while the entire amount of $was debited from your accountFirst and foremost, I would like to apologize that the ATM did not dispense the correct amount of money at the time you made your withdrawalI would also like to apologize for the lack of customer service that you received from our *** *** *** BranchAt Santander, we take these issues very seriously and work hard to deliver exceptional Service to our customersYou have attempted to work with the branch and have filed a claim to resolve this matter, but found that a claim was never filedIn this case, we have fallen short of our own standardsPlease be assured that the details of this situation have been forwarded to the appropriate Management PersonnelIn researching the concerns you presented, our records indicate that on August 29, 2014, you performed two (2) withdrawal transactions at a Santander Bank ATM, each in the amount of $The first transaction was successful and you received funds in the amount of $100.00, as requested, and your checking account was debited accordinglyAlthough the second transaction was completed with no errors, the machine only dispensed $40.00, but your checking account was debited for the entire amount of $On September 5, 2014, claim number *** was opened on your behalfWhile investigating your claim, we were unable to find any evidence of an ATM error and the claim was subsequently deniedOn September 26, 2014, a new claim number *** was opened to address the concerns in your correspondenceUpon further research and review, we were able to validate and approve the claimThis claim was approved and your checking account ending in was credited the amount of $as of September, 26, 2014.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 Sonia M***, Card Claims Manager at ###-###-####Sincerely,JoAnn G
Vice President Service Quality

June 12, 2015Dear *** ***,
Thank you for your recent inquiry with the Revdex.com on May 21, 2015, concerning the account referenced aboveWe received your inquiry on May 26, 2016, and as a representative Santander Securities LLC (“SSLLC" or the “Firm"), I have been
asked to respond to your concerns.Your correspondence concerns a $Annual Inactive Account Fee (“inactivity Fee"} that had recently been deducted from your SSLLC brokerage accountAs you explained to me in our recent phone conversations, you had been attempting to prevent any further Inactivity Fees from being charged to your brokerage accountAs a result, On October 15, 2014, you deposited $into your brokerage accountYou stated the deposit was intended to satisfy the activity requirement while also increasing the holdings in the accountHowever, the funds were deposited into the FDIC money market fund within your accountSince money market fund deposits do not meet the activity requirement, the $fee was deducted from your account in March of 2015, Activity is defined as the sale or purchase of a security in a client brokerage account, excluding the FDIC money market account purchases.As I explained to you during our recent phone conversation, we have reversed both the inactivity Fees that were charged to your account in and To help prevent inactivity Fees from being deducted from your account in the future, we discussed the ability to set up an automatic deduction from your bank account to be invested into a specific security within your brokerage accountAdditionally, we noted that Federal income Taxes were being withheld from your dividend payments as your Social Security number was not certified on this accountTo further ensure that these two matters are resolved, I suggested that you meet with our Financial Consultant, Greg J***, to discuss the possibility of establishing the automatic investment plan and to complete a Form W-to certify your Social Security numberI confirmed with you on June 5, that *** *** had contacted you and set an appointment with you for June 8, 2015.We hope that you find this information helpful and apologize for any inconvenience that you may have experiencedPlease contact me at ###-###-#### if you have any questions or require additional assistanceSincerely,Amy A
Compliance Officer

Thank you for your December 30, correspondence, addressed to the Revdex.com (Revdex.com)The Revdex.com forwarded your correspondence to Santander Bank N.A (Santander) on January 5, 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 fraudulent transactions that posted to your checking account ending with on December 11, 2014.Our records indicate that claim number *** filed on December 12, 2014, for two (2) fraudulent Automated Teller Machine (ATM) withdrawals, made at a Bank of America ATM, for the amounts of $and $had been denied on December 26, A letter dated December 27, 2014, was mailed to the address above informing you of the outcome.
After further review, we have issued a refund in the amount of $to your checking accountThis amount represents the two (2) ATM withdrawals mentioned above, as well as two (2) $ATM fees, and lastly two (2) $overdraft fees assessed to your accountWe apologize for any inconvenience you experienced as a result of this matterThank 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 Talia C***, Customer Relations Representative, at 1-##########Sincerely,
JoAnn G***
Vice President Manager, Customer Relations

[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: ***
I am Partially rejecting this response because:
Although I agree that my this problem is resolvedBut due to denial attitude or no response to my queries I sent directly sent to bank cost me more than 1000$ to meIts almost took year to get my letter when I started aggressively perusing for this and they gave me it after year I paid my loan.
Regards,
*** ***