Santander

Thank you for your July 10, 2015 correspondence submitted to the Revdex.com (Revdex.com), Metro Washington DC and Eastern Pennsylvania. The Revdex.com forwarded your inquiry to Santander Bank, N.A. (Santander), which we received on July 13, 2015. As a representative of the Bank, I have been asked...

to respond.We appreciate your inquiry and can assure you that we have carefully researched this matter in order to assist you. It is my understanding that you have concerns regarding an insufficient funds fee that was charged to your extraZ0 Checking Account ending in numbers 1500 on July 6, 2015. You have requested a refund of the $35 fee.
The overdraft fee in question was assessed to your account correctly and did not occur as a result of an error by Santander. However, as a courtesy, the fee will be refunded back to the account. The credit will appear on your next monthly Statement.
To assist with the reduction of overdraft fees, we offer an overdraft protection plan that allows you to link other deposit accounts to your checking account such as your existing extra20 Savings Account, or an Easy Access Line of Credit, to cover overdrafts on your checking account. For your convenience, I have enclosed an extra20 Checking Account Simple Facts document that contains additional information related to overdrafts and overdraft options.
If you would like more information on Overdraft options or if you would like to Set-up an overdraft protection plan, you may visit any of our branch locations or call the Customer Contact Center at ###-###-####.
Thank you for taking the time to share your concerns and for allowing us the opportunity to address them. We look forward to assisting you with any financial needs you may have, now or in the future. If you have any additional questions in regard to this matter, you may contact Lance S[redacted], a Customer Relations Representative, at ###-###-####.
Sincerely,
JoAnn G[redacted] Vice President Manager, Customer Relations

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

October 3, 2014
Dear [redacted],Thank you for your September 19,2014 correspondence submitted to the Revdex.com (BBS). The Revdex.com forwarded your inquiry to Santander Bank; N.A. on September 24, 2014, as an employee of Santander Securities LLC, 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 my understanding that you have been trying to close an SIS account, without success.As a result of our conversion from LPL Financial to Santander Investment Services (SIS), your previously held accounts were transferred to SIS, a division of Santander Securities. The account, ending in numbers [redacted], was transferred with a small balance.Our records have confirmed that you contacted us several times since the conversion and requested that the account be closed. Our team members initiated the closing, but inadvertently did not follow through. The transactions were then systematically rejected, as the balance in your account was less than the termination fee charged to close the account, and due to an oversight no further action was taken.We have since closed your account and sent a $35.00 check representing the balance. A second check for $40.00 was mailed on October 3, 2014, which is for reimbursement of a maintenance fee that had been deducted from your account when if was dosed.Your complaint also indicated a second account ending in [redacted] with a zero balance that should be closed. We have updated our system to reflect that this is a closed account;We apologize for the inconvenience that we created and the inexcusable delay in responding to your requests. If you have any additional concerns, please contact me at ###-###-####.Amy A
Complicance Officer

March 5, 2014
Dear **. [redacted]:
Thank you for your recent correspondence addressed 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 February 25, 2014, and as...

a representative of the Bank I have been asked to respond.
We appreciate your inquiry and can assure you that this matter has been carefully researched in order to assist you. It is our goal at Santander to provide exceptional customer service and to carefully review matters raised by our customers.
It is my understanding that due to the [redacted] breach the Bank had mailed you a new debit card and upon activation, the old card was to be closed. You stated in your correspondence that your checking account had been hacked and your account was cleared out. You mentioned that thereafter you contacted the Bank to report the incident and mentioned that you are not pleased with how you were treated and want your checking account credited.
First and foremost, on behalf of the Bank, I apologize for the level of service that you felt you received while attempting to rectify the matter. At Santander, we take these issues very seriously and work hard to deliver exceptional service to our customers.
Regrettably, due to the volume of compromised cards during an event such as the [redacted] breach, we were not able to close the old debit card on the same day that the new debit card was activated. We sincerely apologize for this delay. Please be assured that your old debit card ending in [redacted] was closed on February 12, 2014. Again, we apologize for any inconvenience and frustration this matter caused you.
It is Santander Bank’s policy to conduct a thorough investigation on all dispute claims that we receive. As disclosed in the Personal Deposit Account Agreement (PDAA), which you would have received when your account was opened, the Bank has up to ten (10) business days to complete the research. If the research cannot be completed within this timeframe a provisional credit will be applied to your account until the research has been completed. Your claim was completed within ten (10) business days of receiving the claim.
In researching your concerns, a claim was filed on February 7, 2014 in the amounts of $443.98 and $232.93. Your claim was completed and a final credit was applied to your checking account on February 21, 2014. A letter dated February 22, 2014 was mailed to you confirming the final outcome.
Thank you for taking the time to share your concerns and for allowing me the opportunity to address them. Should you have any additional questions in regard to this matter, you may contact [redacted], 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 future.
Sincerely,

June 9, 2014
Dear [redacted]:Thank you for your additional concerns submitted to the Revdex.com of Metro Washington DC and Eastern Pennsylvania (Revdex.com). The Revdex.com forwarded your inquiry to Santander on June 2, 2014, as a representative of the Bank I have been asked to...

respond.We appreciate your inquiry and can assure you that this matter has been carefully researched in order to assist you. It is our goal at Santander to provide exceptional customer service and to carefully review matters raised by our customers.First and foremost, I would like to apologize for the length of time that it has taken to resolve this matter. At Santander, we take these issues very seriously and work hard to deliver exceptional service to our customers. Please be assured that the details of this situation have been shared with the appropriate management team to ensure a better experience for our customers in the future.In your correspondence you stated [redacted] refunded $250.00 to your debited card which is linked to a closed account. You stated that you have been in contact with the Bank to have these funds refunded to you, however as of the date of your correspondence you have been unsuccessful.On April 16, 2014 we received a request from [redacted] requesting to credit your account ending in [redacted] for $250.00 for goods or services. Since your account was closed on June 18, 2013, on April 22, 2014 we sent a request to the [redacted] branch asking them to mail you an Official Bank Check for your refund. Unfortunately, the check was not processed at that time. .Following your most recent inquiry, on June 4, 2014 we issued and mailed your Official Bank Check number [redacted] for $250.00.Again on behalf of the Bank, I sincerely apology for any inconvenience or frustration this matter may have caused you. We have shared your experience with the appropriate management teams for review to prevent situations such as this from happening in the future.We thank you for taking the time to share your concerns and for allowing me the opportunity to addressthem. Should you have further questions in regard to this matter, please feel free to contact Aleda Howard of the Customer Relations Department at [redacted]. Sincerely,

August 12, 2014Dear [redacted]:Thank you for your 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 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 thoroughly review matters raised by our customers.
First and foremost, I would like to apologize for the length of time that it has taken to resolve this matter. At Santander, we take these issues very seriously and work hard to deliver exceptional Service to our customers. Please be assured that the details of this situation have been shared with the appropriate management team to ensure a better experience for our customers in the future.
It is my understanding, that you requested your account to be closed, and the available balance be mailed to your P.O. Box address. However, the check was mailed to your physical address, and as of the date of your inquiry, you have not received the check.On August 5, 2014, you discussed your concerns with Mr. Anthony C[redacted] in the Santander Customer Relations Department. You confirmed that a replacement check was mailed to you on July 30, 2014, in the amount of $13.95, which you received. This check represents the closing transaction of your checking account ending in 3884. During the conversation, Mr. C[redacted] also informed you that we had identified the error that caused the original check to be sent to your physical address.Again, please accept my apology on behalf of Santander for any inconvenience that you experienced in regard to this matter. We regret to hear that you have terminated your relationship with us.
We thank you for taking the time to share your concerns and for allowing me the opportunity to address them. Should you have further questions in regard to this matter, please feel free to contact Mr. C[redacted] at ###-###-####.Sincerely,
Ann G
Vice President - Manager, Customer Relations

Thank you for your April 9, 2016 correspondence addressed to the Consumer Financial Protection Bureau (CFPB), and your April 9, 2016 correspondence to the Revdex.com (Revdex.com). Both entities forwarded your inquiry to Santander Bank, N.A. (Santander), and as a representative of Santander,...

have been asked to respond.We are Sorry to learn of the confusion Surrounding transactions made to your checking account ending in [redacted]. On behalf of Santander, I wish to offer my apologies for any misunderstanding that occurred during your telephone Conversation while discussing return item fees with our Customer Service Center representatives on April 9, 2016. Please be assured that this situation has been reviewed and addressed by the appropriate management personnel for Coaching and training purposes.In researching the concerns you presented, we found that you are Currently opted-out of Santander Account Protector. With this election the Bank will generally not pay ATM withdrawals and one-time debit card purchases when there are insufficient funds available in your account. Please note that if we do pay them, which we may be required to do under certain circumstances, we will not assess insufficient funds fees. However, this does not apply to Automated Clearing House (ACH) transactions.Although you made a deposit of $30.00 on March 24, 2016, you did not have Sufficient funds in your account when [redacted] debited their payment of $9.49. This caused an insufficient funds fee in the amount of $35.00 to be assessed to your account. We refunded that fee because the $9.49 was returned, however, your account was then charged with a $35.00 return item fee. This happened multiple times because a merchant is allowed to attempt debits up to three times. Once the account was overdrawn for six consecutive days, you were assessed an additional $35.00 Sustained Overdraft fee.Although an error has not occurred, we credited your account on April 18, 2016, in the amount of $70.00 as a courtesy. You will see this Credit in your next monthly statement.Should you have any additional questions in regard to this matter, you may contact Anthony C[redacted], a Customer Relations Representative, at ###-###-####.Sincerely,Joann G[redacted] Vice President Manager
Customer Relations

April 16, 2014
Dear **. [redacted],Thank you for your March 29, 2014 letter, which was sent to the Revdex.com. Your letter was forwarded to Santander on April , 2014 and as a representative of the bank, I have been asked to respond.We appreciate your inquiry and can assure...

you that this matter has been carefully researched in order to assist you. It is our goal at Santander Bank, N. to provide exceptional customer service and to carefully review matters raised by our customers.It is my understanding that you applied for the [redacted] Card in early January 2014. However, due to a freeze that you had placed on your credit report Santander was not able to view your credit report and approve your application until February 2014. Due to this delay, the promotions that were in place when you applied were no longer in effect. Although this is the case, you would like us to honor those promotions.First and foremost, I sincerely apologize for the inconvenience that this issue has caused you. I understand that it took numerous phone calls to our Customer Contact Center to get information on your [redacted] credit card and to have your Online Banking set up. Please know that the calls have been reviewed and will be utilized for coaching purposes.In reviewing this matter, the Card Operations Team has confirmed that they made an exception and you were approved for the promotion that was offered in January 2014. As a result, you will receive 10% cash back on purchases until April 30, 2014. The credit will be applied for your [redacted] card, ending in numbers [redacted], in May 2014. For balance transfers, the % introductory Annual Percentage Rate (APR) is in effect for 24 billing cycles on any balance transfer completed during the first 90 days.It is important to note that you are not eligible for reward points, since it was not part of the January promotion for which we made an exception. The January promotion of 10% cash back did not offer double reward points. Also, we are not lowering your interestrate.Thank you for taking the time to share your concerns and for allowing me the opportunity to address them. We value your feedback. If you have additional questions or require additional assistance, please contact us at [redacted] at your earliest convenience and request to speak with a supervisor. -Sincerely,

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

July 29, 2014Dear [redacted]:Thank you for your July 18, 2014 inquiry that was submitted to the Revdex.com of Metro Washington D.C. and Eastern Pennsylvania (Revdex.com). We received your inquiry from the Revdex.com on July 23, 2014. As a representative of the Bank, I was asked to...

respond. We appreciate your inquiry and the opportunity to look into this matter to assist you. It is our goal at Santander to carefully review matters raised by our customers.
It is my understanding that you have concerns related to an account that your daughter opened at age 16, on which she incurred overdraft fees, understand that you feel the Bank should not have permitted her to open an account by herself at age 16 and Subsequently, you have requested a refund of the overdraft fees on her behalf.
First and foremost, on behalf of the Bank, I wish to extend my sincerest apologies for the experience that you described, as well as for any inconvenience this matter caused.
Please know that it is our desire to address the concerns that you have raised. However, based on the information provided in your correspondence to the Revdex.com, we were unable to ascertain your daughter's name or account number, We were also unsuccessful in reaching you by telephone. As a result, we have been unable to review this matter in detail.
Upon your receipt of this letter, if you would kindly contact us to provide us with additional information Such as your daughter's name or the account number in question, we would be pleased to look into this situation further. Please feel free to contact Lance S[redacted] of our Retail Network Relations Department at ###-###-#### at your earliest convenience to provide this information. After we are in receipt of additional information needed for us to research the concerns you raised, we will investigate the situation and communicate a resolution in a timely manner.
Thank you for taking the time to share your concerns and for presenting us the opportunity to review this matter for you and your daughter. Again, we regret the experience you have described.We look forward to speaking to you soon and to bringing closure to this matter for you.Sincerely,Ann G[redacted] Vice President Customer Relations

December 18, 2015
Dear [redacted].
Thank you for your additional inquiry to the Revdex.com (Revdex.com), Metro Washington DC and Eastern Pennsylvania, in regard to this matter. We received a copy of your latest correspondence from the Revdex.com on December 7, 2015. was again asked to respond on behalf of Santander Bank, N.A. (Santander).
It is my understanding that your concerns regarding the timing of when reward points will be credited to your credit card account remain.
Again, we apologize for any inconvenience this matter has caused you.
The pre-selected invitation letter that you received in relation to the Santander [redacted] credit card that you applied for stated that you will receive 30,000 bonus reward points automatically when you spend $1,000 on new net retail purchases during the first 90 days after opening the account. However, the invitation letter did not specify when the bonus reward points will be credited. The Specific Initial Pricing Information for your credit card account discloses that bonus reward points will be credited to your account within 6 weeks.
You met and fulfilled the $1,000 purchase requirement to receive the 30,000 reward points on November 13, 2015. Our records confirm that the 30,000 reward points were credited to your account well within the 6 week timeframe, and that on December 13, 2015, you redeemed those reward points for a $300 statement credit.
Thank you for allowing us the opportunity to address your additional concerns. If you have further questions regarding this matter, you may contact Lance S[redacted], a Customer Relations Representative, at ###-###-####.
Sincerely,JoAnn G. Vice President Manager, Customer Relations

August 20, 2014Dear [redacted]:Thank you for your July 29, 2014 letter addressed to the Revdex.com (Revdex.com) of Metro Washington DC and Eastern Pennsylvania. Your letter was forwarded to Santander on August 4, 2014, and as a representative of the bank, I have been asked lo respond.We appreciate your inquiry and can assure you that this matter has been carefully researched in order to assist you. It is my understanding that you called our Customer Service Contact Center on Saturday, June 28, 2014 to request that we stop payment of check number [redacted] for $340.00, but the stop payment was processed incorrectly by the Customer Contact Center Representative.In researching the concerns you have presented, we have retrieved and reviewed the telephone call you had with our Customer Contact Center Representative on Saturday, June 28, 2014. During this telephone call, you requested that a stop payment be placed on check number [redacted], in the amount of $340.00. The Representative obtained all of the information from you, in order to process the stop payment, and then read to you verbatim our stop check payment disclosure which is as follows:"This stop payment will be effective after we have had a reasonable time to act upon your request which may take up ro 7 business day, which does not include weekends or holidays. If the check is presented before the stop payment request becomes effective,we may not be able to stop the payment of your check. Your stop payment will be in effect for the remainder of this month and an additional 6 months. When it expires, your check may be paid unless you have already renewed this stop payment request or you place another stop payment."After reading the disclosure to you, the Representative asked if you agreed, at which time you indicated your agreement The one (1) business day timeframe is to allow for the completion and processing of the stop payment, which means the stop payment was not effective until Julyl, and it is for this reason the check was paid on June 30.The Representative sent you a stop payment form to be completed, which was not necessary. This procedure is for Automatic Clearing House (ACH) stop payments. However, this error had no bearing on the processing time for your stop payment, which is still one (1) business day.Thank you for taking the time to share your concerns, and for allowing me the opportunity to address them. You are a valued customer and we appreciate that you have chosen to bank with us.Should you have any additional questions in regard to this matter, please feel free to contact Anthony C[redacted], Customer Relations Representative at ###-###-####.Sincerely,Joann GVice President

To whom it may concern,
Enclosed
Dear [redacted]:
Thank you for your February 24, 2015 inquiry to the Revdex.com (Revdex.com). The Revdex.com forwarded your inquiry to Santander Bank, N.A. (Santander), which we received on April 13, 2015. As a representative of the Bank, I was...

asked to respond.Your February 24, 2015 inquiry to the Revdex.com presented concerns that we previously addressed in response to your February 3, 2015 correspondence to [redacted] Attorney General's Office. For your convenience, I have enclosed a copy of our March 11, 2015 letter to you. 
Along with your February 24, 2015 inquiry, the Revdex.com also forwarded to us a copy of a letter that you sent to them dated March 30, 2015. In that letter, you described a situation in which you had difficulty accessing the Automated Teller Machine (ATM) area of [redacted] on Sunday, March 29, 2015. Based on your description, we believe you are referring to our [redacted] - [redacted], located at [redacted]. I understand that you called our Customer Contact Center (CCC) on March 29, 2015 to report the problem you experienced. However, in doing so, you were dissatisfied  with the level of service that you received from the CCC agent.
On behalf of the Bank, I would like to apologize for the trouble that you encountered in accessing the ATM and for the service that you felt you received from our CCC agent. The experiences you described are not at all consistent with our service level expectations. Please be assured that these matters have been reviewed and addressed by the appropriate management personnel.
We understand your difficulty accessing the ATM occurred during non-business hours. However, please know that if you are able to visit the [redacted] - [redacted] during regular business hours, our representatives would be happy to assist you with any questions or problems that you may have regarding accessing the ATM area at the location.
Thank you for taking this time to share your concerns and for allowing us the opportunity to address them. If you have any additional questions in regard to this matter. you may contact Santander District Executive, Nuno Dos S[redacted]. Mr. Dos S[redacted] can be reached at ###-###-#### or Ms. Jen S[redacted], a Customer Relations Representative, at ###-###-####
Sincerely,
JoAnn G[redacted]
Vice President
Manager, Customer Relations

August 20, 2014Dear [redacted]:Thank you for your July 29, 2014 letter addressed to the Revdex.com (Revdex.com) of Metro Washington DC and Eastern Pennsylvania. Your letter was forwarded to Santander on August 4, 2014, and as a representative of the bank, I have been asked...

lo respond.We appreciate your inquiry and can assure you that this matter has been carefully researched in order to assist you. It is my understanding that you called our Customer Service Contact Center on Saturday, June 28, 2014 to request that we stop payment of check number 1188 for $340.00, but the stop payment was processed incorrectly by the Customer Contact Center Representative.In researching the concerns you have presented, we have retrieved and reviewed the telephone call you had with our Customer Contact Center Representative on Saturday, June 28, 2014. During this telephone call, you requested that a stop payment be placed on check number 1188, in the amount of $340.00. The Representative obtained all of the information from you, in order to process the stop payment, and then read to you verbatim our stop check payment disclosure which is as follows:"This stop payment will be effective after we have had a reasonable time to act upon your request which may take up ro 7 business day, which does not include weekends or holidays. If the check is presented before the stop payment request becomes effective,we may not be able to stop the payment of your check. Your stop payment will be in effect for the remainder of this month and an additional 6 months. When it expires, your check may be paid unless you have already renewed this stop payment request or you place another stop payment."After reading the disclosure to you, the Representative asked if you agreed, at which time you indicated your agreement The one (1) business day timeframe is to allow for the completion and processing of the stop payment, which means the stop payment was not effective until July, and it is for this reason the check was paid on June 30.The Representative sent you a stop payment form to be completed, which was not necessary. This procedure is for Automatic Clearing House (ACH) stop payments. However, this error had no bearing on the processing time for your stop payment, which is still one (1) business day.Thank you for taking the time to share your concerns, and for allowing me the opportunity to address them. You are a valued customer and we appreciate that you have chosen to bank with us.Should you have any additional questions in regard to this matter, please feel free to contact Anthony C[redacted], Customer Relations Representative at ###-###-####.Sincerely,Joann G
Vice President

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Dear [redacted]:
Thank you for your March 10,2015 letter addressed to the Revdex.com (Revdex.com). The Revdex.com forwarded your inquiry to Santander Bank, N.A. (Santander) on March 13,2015, 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 my understanding that you made a cash deposit at a new Automated Teller Machine (ATM) that does not require an envelope. Yet, you were assessed an insufficient funds fee for the transaction, which you would like refunded.We have enclosed your January 2015 and February 2015 monthly statements. In reviewing the statements, they show your checking account became overdrawn on January 20,2015, and a $35.00 insufficient fee was assessed for your AES [redacted] Loan payment. A second $35.00 insufficient funds fee was assessed on January 21,2015, when your AT&T bill was paid.
Your account balance was brought to negative $44.34 after you made the $400.00 ATM deposit on January 26, 2015,. Since the deposit did not cure the negative balance on the account a $35.00 sustained overdraft fee was assessed on January 28,2015.
Since the two (2) insufficient funds fees were assessed to your account several days prior to the ATM deposit, the fees were not a result of the deposit, and not a result of a bank error, However, as a courtesy, the [redacted] Branch did refund one (1) $35.00 fee on March 9,2015, and subsequently the account was closed.
We appreciate the opportunity to have provided you our products and services. Should you have any additional questions in regard to this matter, please feel free to contact Ms. Jen S[redacted], a Customer Relations Representative, at 1-888-855-1660.
Sincerely,
Joann G[redacted] 
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 response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Because an application was sent to me according to this response does not mean I completed and sent back a signed application nor does it prove that I consented to a verbal application over the phone. This email looks falsified as Quentin has spoken with me and confirmed he cannot locate any application taken and has made the management team aware of this. Also, in your previous response you falsified information saying I completed a verbal application with a branch manager and now youre saying its with Quentin. You also stated you have an application number but have yet to provide my correct personal information. Again, my request is if you took a verbal application as you are stating then please provide my correct personal information that you are stating I gave to you. If you are unable to prove a verbal authorization with a voice recording or my correct personal information that you would have on the application ID provided. Also, please have Quentin provide you an email confirming he took a verbal application with my authorization. Again as I have previously stated Quentin and your DE branch has made it very clear to me that you cannot take a verbal application authorization without signature requirements prior to running my credit. 
[redacted]

April 1, 2014
Dear **.Thank you for your recent correspondence submitted to the Revdex.com of Metro Washington DC and Eastern Pennsylvania (Revdex.com). The Revdex.com forwarded your inquiry to Santander Bank, N. (Santander) on March 21, 2014, and as a representative of the Bank I...

have been asked to respond.We appreciate your inquiry and can assure you that this matter has been carefully researched in order to assist you. It is our goal at Santander to provide exceptional customer service and to carefully review matters raised by our customers.
In your correspondence you stated that you were charged three $35.00 fees in one day. You have requested to be reimbursed for the three fees your account incurred.
When a deposit account is opened, multiple pieces of literature are provided to our customers, including the Personal Deposit Account Agreement (PDAA). The PDAA discloses the terms and conditions that apply to deposit accounts at Santander. For your convenience I have enclosed a copy for your review.
The PDAA states that we reserve the right to pay the withdrawals you make from your account in any order we determine, regardless of the method you use to make the withdrawal. The order in which you make withdrawals from your account may not be the same order in which we post those transactions to your account each business day. The PDAA further explains the Banks Funds Availability Policy.
Please note that we make up to $100.00 of a deposit, per business day available for withdrawal at a Santander US Automated Teller Machine (ATM) up until that days processing. The remaining funds are not available for withdrawal or to pay debits on your account until the first business day after the day of deposit. We make these funds available to you in accordance with our Funds Availability Policy.
In researching your concerns our records indicate that the beginning balance in your checking account ending in [redacted] on March 17, 2014 was $196.91. On the same day, you made an ATM deposit of $100.00. No funds were available to pay items that were presented on the account from your deposit the same day. Additionally on that same day, ten (10) items were presented for payment totaling $218.44, which exceeded the current available balance of $196.91 in your checking account. You had sufficient available funds to cover seven (7) out of the ten (10) items and as a result you were charged a $35.00 unavailable funds fee for three (3) of the transactions that were presented to your account for payment.Although, a bank error has not occurred, as a courtesy, your account was credited $73.00, which represents a refund for the two (2) of the $35.00 fees your account incurred. This credit was applied to your account on March 18, 2014. No additional refunds will be forthcoming.
Thank you for taking the time to share your concerns and for allowing me the opportunity to address them. If you have any additional questions in regard to this matter, you may contact [redacted] of the Customer Relations Department at ###-###-####.
You are a valued customer and we appreciate that you have chosen to bank with us. We look forward to assisting you with all of your financial needs, now and in the future.
Sincerely,

From: [redacted] <[redacted].com>Date: Mon, Feb 8, 2016 at 2:08 PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: Revdex.com <[email protected]>Dear manager,The letter passed by you, backdated to January, was never reached me.The excuses, 1. block to IRA account, 2. one-day process, were not acceptable.If there was a block, as an active customer with the bank with other transactions and accounts, I should be notified.One-day processing should have started either from the day I originally requested withdrawing over the phone with the IRA account manager on Dec. 28, 2015, or when my order officially put on Dec. 30, 2015 in the branch. Either way there were more than 24 hours, and I should have received fund by Dec. 31, 2015.As a disabled senior, I went the branch with much difficulty only because the manager at the IRA department assured me, twice, that there was no problem whatsoever to get the fund from a local branch.The contradiction is,
1. if there's a block, the manager at the IRA department should be aware about at the first place, so should bankers at the branch, actually they were not.
2.At least on Dec. 30, 2015, the block should have been removed, but it has not.
3. If there is a one-day process, the IRA manager should have told me not to go to the branch on Dec. 31,2015,  she had not.
4. If one-day process is a rule, banker at the branch should say so explicitly and let me go home on that day, but they did not.I am more confused at the resolution: If they all do not know any rule, are they normal bankers? If they all knew the rule, then I was deliberately misled and trapped there for conssecutive two days.How could they say "we have resolved all of your concerns"? Could the bank find other better self-consistent excuses?Sincerely[redacted]

Thank you for your recent correspondence Submitted to the Revdex.com (Revdex.com). The Revdex.com forwarded your inquiry to Santander Bank, N.A. (Santander) on August 12, 2016, and as a representative of Santander, I have been asked to respond.We are very sorry to learn of your disappointment with...

Santander regarding our decision to discontinue offering extra20 accounts. On behalf of Santander, I wish to offer my sincere apologies for any inconvenience this decision may have caused you.In November 2015, we simplified our product line and introduced Simply Right Checking based on our research and feedback from our customers. When Simply Right Checking was launched, we ceased opening extra20 accounts. AS Stated on page 17 of our Personal Deposit Account Agreement, we may discontinue offering an Account type at any time without notice and we reserve the right not to offer all types of accounts at all times. We have enclosed a copy of the Personal Deposit Account Agreement for your Convenience.We Sincerely hope that you will consider remaining a Santander customer. Thank you for taking the time to Share your Concerns and for allowing us the opportunity to address them. We value your feedback and we have shared your Concerns with our management team. If you have any additional questions in regard to this matter, please feel free to contact Mr. Anthony C[redacted], a Corporate Complaint Advisor, at ###-###-####.Sincerely, Ann G[redacted] Corporate Complaint Manager