Santander

September 28, 2015Dear *** ***Thank you for contacting Santander Bank, N.A(Santander) regarding the above-mentioned Customer issue.It is my understanding that *** *** indicated to the Revdex.com that the concern she originally presented to the Revdex.com regarding this matter on July 27, 2015, has not yet been resolved.It should be noted that Santander has remained in contact with *** *** and continues to at this time, in regard to this matterWe have been working with *** *** to the best of our ability to which she has expressed her appreciation for our assistanceUnfortunately, the issue at hand is a situation that Santander Bank is not able to directly resolve for *** *** without the Cooperation of another financial institution, Specifically, alien must be removed for a loan that *** *** held with a different financial institution*** *** has commented to Santander representatives on multiple occasions that she is satisfied with the way that we are assisting her with her loan applicationShe is also very aware that We are simply unable to move forward with her application until the lien in question is removed by her former bankAs recently as September 16, 2015, *** *** spoke with our Loan Originations department during which time she advised that she was still working with her bank trying to resolve the issue with the lien in question.Should you desire more information on this matter, please feel free to contact Lance S***, a 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: Santander Bank USA refuses to offer any help with the loan problem and my inability to pay the loan and/or keep it currentSince 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 needSANTANDER IS NOT RUN LIKE A PERSONAL BANK, BUT ARE NOT CUSTOMER SERVICE ORIENTEDSANATNDER 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 practicesI have also filed a formal complaint with each credit reporting bureauIf 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 peopleSantander has many complaints against them if you check on the INTERNETMany 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,*** ***

See Attachment

May 12, Dear ***:Thank you for your April 28, letter addressed to the Revdex.comYour letter was forwarded to Santander on May 9, 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.You stated in your inquiry that you are questioning insufficient funds fees that were assessed to your checking account, ending in numbers Specifically, you noted that you did not provide your consent to enroll in the Santander Account Protector, which permitted the assessment of the fees.Your checking account was opened on March 5, and your savings account, ending in numbers *** was opened on October 14, 2010.On October 14, 2010, 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.In accordance with federal regulations, we are not permitted to charge insufficient funds fees for overdrafts created by Automated Teller Machines (ATM) and one time debit card transactions unless the consumer authorizes us to do soIf consumers do not authorize us to charge these fees, we typically decline these transactionsWe call the product for the payment of ATM and debit card transactions that overdraw an account the Santander Account ProtectorYou 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 withdrawals you make and charge insufficient funds fees even if you do not have sufficient funds in your checking account.The Personal Deposit Account Agreement (PDAA) also provides information in reference to insufficient funds fees, on pages through 15, under the following headings:“OVERDRAFTS AND UNAVAILABLE FUNDS AVOIDING OVERDRAFTS”Insufficient funds fees have been assessed on numerous occasions since the checking account was opted in to the Santander Account ProtectorAs a result, your enrollment could have been questioned at any point between October 14, and April The fees continued to be assessed on a routine basis because transactions were presented to the account, which exceeded the available balance in the checking and savings accounts.Because the account has been frequently overdrawn, I will outline a recent incidentYour checking account had an overdrawn balance of $on March 26, On March 27, 2014, a $direct deposit posted to the account, which brought the available balance to $Between March and March 31, 2014, you had a total of transactions post to the account, which totaled $Even if the account had not been overdrawn prior to the direct deposit, you still spent approximately $more than the amount of your direct depositOf the transactions that posted to the account between March and March 31, all were one-time debit card purchases and a $insufficient funds fee was assessed for of the transactions that were presented.On April 3, you changed your election for the Santander Account Protector and opted out of the serviceBy changing your election, we will generally, no longer pay ATM withdrawals and one-time debit card purchases when there are not sufficient available funds in your accountPlease note that if we do pay them, which we may be required to do under certain circumstances, we will not assess insufficient funds fees.Federal regulators require that we track accounts with excessive overdraft and / or unavailable funds fees.As a result, an account that has been assessed $or more in fees, during the course of one month, falls into this categoryIt is for this reason that we sent you a letter indicating that we would begin to generally decline most transactions presented to the account, when the balance was not great enough to cover the itemThe excessive overdraft block went into effect on April 30, 2014.It is important to note that a customer cannot rely solely on the receipt of an Overdraft Notice to determine if their account is overdrawn; as the customer is ultimately in the best position to be familiar with the balance in his or her accountWe would encourage you to keep a checkbook register in which you enter all transactionAs a result, I would like to provide you with several ways to remain in-touch with your accounts.• Santander has an automated system that can provide the information on your account, free of chargeThe telephone number for the automated system is ###-###-####For your convenience, information about telephone banking is available on our web site, http://www.santanderbank.comThe automated system supplies information on all transactions posted to your account, this system does not have the capability of knowing what checks you have written that have not yet cleared your account.• Santander mails monthly statements on all checking accountsMonthly statements are a valuable resource, which can be retained with your financial records.• Santander has On-Line BankingOn-Line Banking is also free of charge and allows customers to visually examine their accounts via a computer with internet accessInformation about On-Line Banking is also available on our web site.• The ATM can also provide customers with account balances, which can be used in conjunction with a monthly statement, the automated system or On-Line Banking.• We have a mobile application (“app”), in which you can access your accounts from certain cellular or mobile phones.• Finally, any branch team member would be happy to assist you with your account questionsAfter reviewing your recent account activity, the assessment of the insufficient funds fees was not the result of a bank error as the transactions that posted to your account were one time debit card purchases, which we may pay and for which we may charge an insufficient funds fee.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,

Santander Bank is the bank that provides the worst customer serviceWhenever possible, do not have relationship with this bankThe persons sitting in the branch offices may be friendlyBut the back office that processes the paper work is extremely bureaucraticWhen your applications do not meet their need, which could be very subjective, they just throw it back to you, without any explanation what they really look forward toThen you can only try again and again to guess what they actually mean and what exactly needs to be doneYou waste so much precious time and effort on very tiny trivial things and eventually feel frustrated and tired, and the only think you wish is you never had anything to do with this bank at all

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

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

February 3, Dear *** ***:
Thank you for your January 18, correspondence to the Revdex.com (Revdex.com)The Revdex.com forwarded your concerns to Santander Bank NA (Santander) on January 22, 2016, and as a representative of Santander, I have been asked to
respond.We are sorry to learn of your concerns regarding two (2) adjustments made to your checking account ending with At Santander, we take these issues very seriously and work hard to deliver exceptional servce to our customers and have reviewed your complaint to respond to your concerns.On January 29, 2016, MrsTalia C***, a Customer Relations representative, contacted you and confirmed that the adjustment in the amount of $was made in error and has since been credited back to your accountAdditionally, she confirmed that check number *** in the amount of $2,had cleared your account in the amount of $The adjustment in the amount of $2,was made to your account as a result of this check not clearing your account for the correct amountAfter reviewing the check, it appears there were no cents indicated in either the written amount or the numerical amount on the checkTherefore, it was misread as $instead of $2,It is advisable to write out the cents, even if it is a zero value, to avoid any confusionThank 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 regarding this matter, please feel free to contact MrsTalia C***, Customer Relations Representative, at ###-###-####Sincerely,
JoAnn GVice 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: 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 $a monthI then could maintain the SANTANDER LOAN MONTHLY PAYMENTI am trying to avoid filing BANKRUPTCY chapter I would think that a bank would want to keep a customer and help the person to avoid filing Bankruptcy??? I have contacted *** *** , 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 *** and ***I then could afford to make the required new loan payment and avoid filing Bankruptcy
Please help me by contacting *** *** and address this issue directly to himRegards,*** ***

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

October 6, Dear *** ***:Thank you for your September 4, 2014, inquiry submitted to the Revdex.com of Metro Washington DC and Eastern Pennsylvania (Revdex.com)We received your inquiry from the Revdex.com 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 our goal at Santander Bank, N.A(Santander) to provide exceptional customer Service and to thoroughly review matters raised by our customersIt is my understanding that you have concerns regarding transactions that posted to your checking account ending in ***, after you requested for the account to be closed, and overdraft fees that were subsequently assessed to the accountFirst and foremost, on behalf of the Bank, I wish to offer my sincerest apologies for your experience and for any inconvenience that you have encountered as a result of this matterPlease be assured that this situation has been reviewed and addressed by the appropriate management personnelIn researching your concerns we have determined that no transactions should have posted to the account after August 15, 2014, which is the date that you indicated you requested the account to be closedRegrettably, it appears that due to an oversight, the closure of your account was not processed correctly and thus, the account remained openBecause the account remained opened, automatic transactions that you had Son the account continued to be processedThis resulted in Several overdrafts and overdraft fees to be assessed to the account
AS a result of this error, all of the fees that were assessed to your checking account on October 2, 2014, have been refundedYour checking account was closed, and the closing proceeds for $87,were credited to your existing Savings Account ending in ***The $deposit will be reflected on your next Savings Account StatementThank 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 Lance S***, Retail Network Relations Analyst, at ###-###-####.Sincerely,

November 19, Dear *** ***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 inquiry to Santander Bank, N.A(Santander) on November 10, 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 research in Order to assist youIt is our goal at Santander to provide exceptional customer service and to thoroughly review matters raised by our customers.First and foremost, I would like to apologize for any inconvenience or frustration this matter may have caused youAt Santander, we take these issues very seriously and work hard to deliver exceptional Service to Our customersIt is my understanding that on October 3, 2014, you attempted to withdraw $using a Santander Automatic Teller Machine (ATM) located at a CVS location, however, no cash was dispensed from the machineIn researching your concerns it appears that this ATM transaction was completed with a debit card from another financial institutionUnfortunately, this transaction needs to be disputed directly with that institution in order to recover the funds that were not dispensed from the ATM on October 3, 2014, but were debited from your account with the other financial institutionOur records indicate that you opened a checking and Savings account with Santander on October 23, 2014, after this transaction had occurred.Please note that there was a malfunction found at the ATM which was repaired the same dayThank you for taking the time to share your concerns and for allowing me the opportunity to address them.If you have additional questions in regard to this matter, please contact Aleda H***, Customer Relations Representative at ***.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,JoAnn G
Vice President Manager Customer Relations

February 1, 2016Dear *** ***,
Thank you for your January 22, letter addressed to the Revdex.com (Revdex.com)The Revdex.com forwarded your inquiry to Santander Bank, N.A(Santander) on January 28, 2016, and as a representative of Santander, I have been asked to
respond.We are sorry to learn of your difficulties in paying off your boat loan ending in ***In reviewing this matter, we found that we did not receive a check from *** in order to pay off the loan until January 26, As a result, we are now in the process of Satisfying the loanSatisfaction documents will be mailed to you under separate coverYou noted in your letter that *** mailed funds to an incorrect address in October 2015, and the check was not negotiatedWe understand your frustration and encourage you to seek recourse against the responsible party, ***, for this errorShould you have any additional questions or need further assistance in regard to this matter, please feel free to contact MsJen S***, a Customer Relations Representative, at ###-###-####Sincerely,JoAnn GVice President Manager, Customer Relations

August 29, Dear *** ***:
Thank you for your August 1, correspondence submitted to the Revdex.com, Metro Washington DC and Eastern PennsylvaniaThey forwarded your inquiry to Santander Bank, N.A(Santander) on August 6, 2014, and as a representative of the
Bank, I have been asked to respond.We appreciate your inquiry and can assure you that this matter has been carefully researched in order to assist youIt is my understanding that you are displeased with the holding of funds in connection with cash advances you obtained with your Santander Debit ***, Additionally, you stated that when you contacted our Customer Contact Center, our customer service representatives were not able to provide you with the authorization codes for the transactions in question and you felt they were rude,
As providing exceptional service is our goal at Santander, the level of service you described is not at all consistent with our 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 futureTo address your concerns regarding the Bank's holding of funds, when Santander receives a request from a merchant or other financial institution to authorize a withdrawal from your account using your debit card, Santander places a three (3)-day hold on your account for the amount of the transactionOnce the transaction is finally presented for payment against your account by the merchant or other financial institution, the system attempts to match the transaction that is being presented with the transaction that caused the holdIf the match occurs, the hold is releasedIf the transaction is presented in such a manner that it cannot be matched, which happened in this case, the hold is not released until the third dayThis is why a hold may remain for a short period of time even after the transaction had posted to your accountUnfortunately the bank in which you did the transactions submitted the initial authorization and final transaction in two different formsThe Bank's representatives have the ability to remove the authorization hold but if the request to release the hold is made on the day the hold is scheduled to be removed, we do not have the ability to remove the hold as it is scheduled to drop that dayDuring the telephone conversations with several of our Bank representatives, we found that the authorization codes you requested could have been provided to youWe apologize that this information was not given to you at the time you requested itThe authorization code for the transaction for July 11, for $is *** and the authorization code for July 28, for $is ***Although, agents were unable to provide the authorization codes, you also mentioned that our agents were rudeOur telephone calls in Customer Contact Center are recorded and we found no evidence that our Representatives were rudeIn your correspondence you mentioned that your checking account ending in *** was $overdrawn due to holding your transactions twiceDuring this time, your account was not assessed insufficient funds fees nor was your credit affected by the funds being on holdOnce the transactions posted and the holds were dropped, the account had a positive balanceWe have contacted you several times at your daytime telephone number listed in your Revdex.com complaint on Thursday, August 21, and Friday, August 22, We left two (2) messages for you to contact Anthony C***, Customer Relations RepresentativeThank 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 Anthony C***, Customer Relations RepresentativeSincerely,JoAnn G***Vice President Manager, Customer Relations

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

August 15, Dear *** ***Thank you for contacting Santander Bank NAregarding the above referenced customer issue.We appreciate your inquiry and can assure you that this matter has been carefully researched in order to assist youThe concerns presented by *** *** in
her correspondence dated July 28, have been addressed with her directly onAugust 14, 2014, Howard E***, District Executive for our *** *** Main branch spoke with *** *** to ensure the concerns she presented regarding this matter had been addressed.In reviewing this matter we found that on July 28, *** *** contacted our branch by telephone to inquiry about the charges pending on her checking account ending with It was at this time she was advised that the charges had not posted to her account; they were still in a pending statusWe had offered to monitor her account and once the items posted we would contact her so a claim could be filed for her and issue a credit to her account in days, after *** *** was advised of this she became upset and irate and requested to have the supervisor of the branch contact herMrE*** contacted *** *** and she requested a callback at a later timeOnce MrE*** contacted *** *** back a second time she had advised him that she needed access to her funds immediately as she was leaving on vacation, as a courtesy MrE***issued a temporary credit to *** ***'s checking account in the amount of $for the charges she claimed to be fraudulent on the account.In reviewing this matter further we found some of the charges *** *** stated to be fraud were legitimate charges*** *** was advised of this information during her telephone call with MrE*** on August 14, and was advised that she will need to visit the branch to file a claim for the fraudulent charges on her accountOn August 18, $52,was debited from *** ***’s checking account, this debit represented a portion of the provisional credit that was previously given, the legitimate charge she had originally thought was agreed to visit the branch and complete the required forms to resolve this issueThank 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 Project Analyst at ***Sincerely,
JoAnne G
Vice President Manager Customer Relations

March 4,
Dear ***:
Thank you for your February 7,letter addressed to the Revdex.comYour letter was forwarded to Santander Bank on February 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 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,was needed to do soAs a result, you are requesting a refund of $534.99, as you provided $134,in order to pay off the HELOC
In researching this matter, we determined that $134,was the amount necessary to pay off your HELOC, ending in numbers ***, as of December 7, The payoff amount consists of the following:
Principal: $133,
Interest: $
Satisfaction Fee: $
Total
$134,
As noted above, the principal balance of the line was $133,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,as the payoff amount for the lineBased on this information, there was not an overpayment and a refund of $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 usWe look forward to assisting you with all of your financial needs, now and in the future
Sincerely,

November 17, 2015Dear [redacted].Thank you for Contacting Santander Bank, N.A. (Santander) regarding the abovementioned customer issue.
We have reviewed the inquiry and determined that the Concerns pertain to Our affiliate, Santander investment Services, LLC, a division of Santander Securities, LLC.
Therefore, we have forwarded the inquiry to Santander Investment Services, LLC. They will be responding to these Concerns directly.
Should you require further assistance, please feel free to Contact me at [redacted].
Sincerely,
Adrienne P.
Customer Relations

[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]
 Complaint: [redacted]
I am rejecting this response because:
The business did not address the initial concern, but rather reiterated the reason why I was writing this letter in the first place. The online verification process seems to be flawed and this behavior was confirmed with multiple reports on various forums and discussion threads where the verification questions asked were unrelated to the individual. This was exactly the problem I am having and it seems like there's no attempts from the organization to address this issue. While I respect the bank's decision to decline the opening of accounts to specific individuals, at the same time it appears to me that the bank is using this reason to discriminate against individuals without just cause. The suspicion is only affirmed as the bank's response has again failed to consider the verification documents that were submitted in response to the adverse action letter sent by the bank. 
Regards,
[redacted]

April 25, 2014
Dear **. [redacted]:Thank you for your correspondence dated April 8,2014 that was submitted Revdex.com (Revdex.com). The Revdex.com forwarded your inquiry to Santander Bank, NA. (Santander) on April 14, 2014 and as a representative of the Bank, I have been asked to...

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