Santander

[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]

June 3, 2014
Dear [redacted];Thank you for forwarding Santander Bank N.A. information related to the abovementioned customer.Below please find a summary of our recent contact with [redacted] regarding his concerns:On May 31, 2014, [redacted], Manager of our [redacted]...

Branch, met with [redacted]. [redacted] was offered an apology for his experience and was informed that the insufficient funds fees that were assessed to his account in regard to this matter had been refunded prior to their meeting.**. [redacted] also informed **. [redacted] that in consideration of the matter, the remaining balance showing owed on the account at the time of their meeting ($13.42) would be refunded by the Bank and the account closed at a balance of $0.00.[redacted] indicated to **. [redacted] that he was satisfied with the resolution of this matter.The account in question has been closed as detailed above,Thank you for allowing us the opportunity to address this matter.Sincerely,

Complaint: [redacted]
I am rejecting this response because:
Please see attached. 
Regards,
[redacted]
To whom it may concern,
Enclosed is a copy of the first two pages of my Santander monthly state - went which I just received (3/23/15). When Santander responded to the [redacted] State Attorney's Office, the bank acknowledged that I was a customer.
While I cannot remember whether I switched to sovereign ([redacted]) by Santander in 2004 or 2006, I have been a bank customer for a long time
Thank you for contacting me about Santander's  "lapse of memory" which would have invalid my legitimate complaint
Sincerely

February 10, 2016Dear [redacted]:
Thank you for your January 26, 2016 Correspondence Submitted to the Revdex.com (Revdex.com). The Revdex.com forwarded your inquiry to Santander Bank, N.A. (Santander), and as a representative of Santander, I have been asked to respond.
We are...

sorry to learn that you have not been receiving your monthly statements for your residential mortgage loan ending in [redacted]. On behalf of Santander, I would like to sincerely apologize that your mailing address was not properly updated. The level of Service you described is not consistent with our expectations. Please be assured that this situation has been reviewed and addressed by the appropriate management personnel.In researching this matter, our records indicate that you spoke with a Mortgage Servicing representative On December 21, 2015, at which time your mailing address was updated. At that time, the December Statement was already in the process of being mailed to the previous address we had on file. We received the December Statement as returned mail from the post office on December 24, 2015.
With respect to your January 2016 Statement, we found that the representative that completed your change of address request on December 21, 2015, inadvertently missed a number when inputting the Zip Code. When you contacted our Mortgage Servicing department on January 18, 2016, a representative identified the issue and corrected the Zip Code on the account. Going forward you should start to receive your monthly Statements without delay.
We have enclosed a copy of your December 2015 and January 2016 statements, in addition to a copy of your 2015 Form 1098 for your records.
We regret this incident occurred and apologize for any inconvenience this matter has caused. If you have any additional questions with regard to this matter, please feel free to contact Adrienne P[redacted], Customer Relations Representative, at ###-###-####.
Sincerely, JoAnn G[redacted]
Vice President Manager, Customer Relations

May 7, 2014
Dear **. [redacted]: Thank you for your April 22, 2014 letter addressed to the Revdex.com (Revdex.com) of Metro Washington DC and Eastern Pennsylvania. Your letter was forwarded to Santander Bank, N. on April 29, 2014 and as a representative of the Bank, I have been...

asked to respond.We appreciate your inquiry and can assure you that this matter has been carefully researched in order to assist you. It is our goal at Santander Bank, N. to provide exceptional customer service and to carefully review matters raised by our customers.
It is my understanding you expressed concern regarding your checking account ending in [redacted] and your savings account ending in [redacted]. You indicated that you opened your Extra 20 Checking and Savings accounts with the Bank in order to take advantage of the Banks 10.00 bonus for having direct deposit and $10.00 bonus for completing two (2) bill pays per your monthly service fee period. You also indicated that although you fulfilled these requirements, the Bank did not credit you the bonuses as promised. Lastly, you requested that the Bank credit you the bonuses for which you qualified.
In order to receive the $10.00 direct deposit bonus for the Extra 20 Checking account, direct deposits) totaling $1,500.00 or more needed to be credited to the checking account during a service fee period.
Because you were employed by the Bank, you were not required to fulfill the $1,500.00 minimum requirement for the direct deposit. Although you were not required to meet the minimum direct deposit amount, a direct deposit of any amount during a service fee period was needed in order to qualify for the bonus. If your Extra 20 Checking account met the direct deposit requirement during the service fee period and you complete two (2) or more bill pays through our Bill Pay tab on our Online Banking system within the same service fee period, you would receive credit for the $10.00 bill pay bonus. In reviewing your account history, we found that your November service fee period began on November 8, 2013 and ended on December 7, 2013. During this service fee period, four (4) direct deposits, totaling $1,690.13, were credited to your checking account. During the same service fee period, you completed two (2) bill pays, totaling 1,689.13. Because you fulfilled the requirements in order to receive credit for the bonuses, $20.00 was credited to your savings account on December 10, 2013 for the direct deposit and bill pay bonuses.
Your December service fee period began on December 8, 2013 and ended on January 7, 2014. Because your checking account did not receive a direct deposit during the service fee period, your account was not eligible for the bonus. Although you did not fulfill the requirements in order to receive credit for the bonuses, as a courtesy, $20.00 was credited to your savings account on January 30, 2014.Our records indicate that your January service fee period began on January 8, 2014 and ended on February 7, 2014. During the service fee period, two (2) direct deposits, totaling $0.49 were credited to your account. During the same service period, you completed two (2) qualifying bill pays, totaling $496.37. Because you fulfilled the requirements in order to receive credit for the bonuses, $20.00 was credited to your savings account on February 10, 2014 for the direct deposit and bill pay bonuses.
During the service fee periods of February and March, no direct deposits were credited to your checking account. Because no direct deposits were credited to your checking account, you did not qualify for the bonuses for these service fee periods.
You indicated in your correspondence that your account received wire transfers in order to meet the direct deposit requirement. Although wire transfers were credited to your checking account, a wire transfer is not considered a direct deposit in order to fulfill the direct deposit requirement. For your review, enclosed are copies of your November through February statements.
Our records indicate that you have received credit for the bonuses for which you were eligible, and no further funds are owed to you by the Bank in regards to this matter. Lastly, we show that you closed your accounts on April 18, 2014.
Thank you for taking the time to share your concerns and for allowing me the opportunity to address them.
Sincerely,

April 29, 2015
Dear [redacted]:Thank you for your April 10, 2015 correspondence submitted to the Revdex.com (Revdex.com). The Revdex.comforwarded your inquiry to Santander Bank, N.A. (Santander) on April 22, 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 you. It is my understanding that you are questioning an unavailable funds fee that was assessed to your checking account ending in numbers [redacted]. Specifically, you noted that you have been unable to get the fee refunded when you previously contacted the branch.
In reviewing your checking account, the unavailable funds fee that was assessed to your checking account on February 9, 2015, was assessed in error. The system issue which caused the unavailable funds fee to be assessed to your account was corrected on February 18, 2015. We have refunded the $35.00 fee that was assessed to your account. The refund will appear on your next monthly statement. We are also refunding the fee to all other impacted customers.
On behalf of Santander please accept our apologies for the inconvenience and for the branch not previously assisting you with refunding the fee. Your comments in regard to the branch have been forwarded to the appropriate management personnel for further review.
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 Ms. Jen S[redacted], a Customer Relations Representative, at ###-###-####.
Sincerely,
JoAnn G

[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 openly acknowledges in their response that "the stop payment was processed incorrectly by the Customer Contact Center Representative".  The Customer Contact Center Representative gave me every confidence and confirmed that the stop payment would be effective on June 30, 2014.   In the response by the business,  the explanation is provided as to why the stop payment would not have been effective until July 1, 2014.  This is not the explanation that was provided to me by the Customer Contact Center Representative.  In fact, she gave me a document number to confirm the stop payment would be effective on June 30, 2014.  If the recorded conversation from Saturday, June 28, 2014 had been listen to by the bank  ...then any reasonalble business would realize that the Customer Contact Center Representative was completely incompetent in processing the transaction.   From that conversation, any innocent consumer would have thought that the stop payment was effective for June 30, 2014. 
In addition, the business states in their response, "The Resentative sent you a stop payment form to be completed ...."  I never received  this stop payment form that is referenced in that response.   This clear defines that the business does not know what happened with this transaction.
The business should be taking responsibility for the actions of the incompetent customer contact center representative which they have acknowledged did not process the transaction properly.
I wil be satisfied with the results of this situation concluding with the business reimbursing me $310.00...the $340.00 minus the $30.00 stop payment processing fee.  Failure to make whole my loss will result in my changing banks after being a customer of this bank for 12 years.
Regards,[redacted]

I want you to know how upset I am with your company. We paid off our car loan. Then we wait over 2 weeks to find out the location of it. We moved to Fl[redacted] and still no title. We call and find out its in Ohio DMV electronic file. I don't need a electronic file.. I need the hard copy to get my car legal here. Now I am trying to contact DMV to get a title with nothing but a hassle. NO help .. no one at your company can help us! What a same .. and Shame on you all for not informing us of this matter. We will let everyone know what poor service we have received by your company.

July 22, 2015Dear [redacted]
Thank you for your June 12, 2015 correspondence that was 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 20,...

2015. As a representative of the Bank, 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 are a non-Santander Bank customer and you attempted to withdraw funds at a Santander Automated Teller Machine (ATM), but funds were not disbursed. However, since you are not a customer of Santander, we are unable to research your transaction because your bank would have to provide us with the information necessary to research your claim.
While we can sympathize with your situation, we will need to refer you to your financial institution in order to file a claim. Please contact your financial institution shown in your account statement or on the back of your ATM card and they will be able to help you file a claim about this transaction so that it can be researched.
We apologize for any inconvenience this matter has caused you, and thank you for taking the time to share your Concerns and for allowing me the opportunity to address them. If you have any additional questions in regard to this matter, you may contact Adrienne P[redacted], a Customer Relations Representative, at ###-###-####.
Sincerely,
Joann G
Vice President and Manager, Customer Relations

[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]

[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]

March 3, 2014
Dear **. [redacted]:
Thank you for your recent correspondence dated February 18, 2014 to the Revdex.com (Revdex.com).
On February 19, 2014, the Revdex.com forwarded your inquiry to Santander Bank, N.A. (Santander). We received your inquiry on...

February 25, 2014, and as a representative of the Bank, I have been asked to respond.
We appreciate your inquiry and can assure you that this matter has been carefully researched in order to assist you. It is our goal at Santander to provide exceptional customer service and to carefully review matters raised by our customers.
You noted in your correspondence that you performed a single transaction in the amount of $143.00 at a [redacted] Teller Machine (ATM), but your checking account was debited twice. After contacting Santander’s Customer Contact Center, you were advised that you would need to wait for the transaction to post to your account before a dispute could be filed. You were concerned that there was potential for other transactions to post against your account, resulting in insufficient funds. You would like the funds and all associated fees credited to your account.
You were correctly advised that Santander can only place disputes on items that are actually withdrawn from a customer’s account. In addition, the Bank is not able to place a stop payment on a transaction that was authorized at the point of sale but has not yet actually been presented to the Bank for payment. This is because transactions may systematically drop off and never post to an account.
In reviewing the history for your checking account ending in numbers 7671, we found that only one (1) ATM withdrawal transaction in the amount of $143.00 posted to your checking account on February 18, 2014. The duplicate pending payment dropped off during overnight processing and was not posted to your account. We have confirmed that no fees were assessed with regard to this matter.
Thank you for taking the time to share your concerns and for allowing me the opportunity to address them.
If you have additional questions regarding your accounts, please call our Customer Contact Center at ###-###-#### or visit your local Santander branch office.
You are a valued customer and we appreciate that you have chosen to bank with us. We look forward to assisting you with all of your financial needs, now and in the future.
Sincerely,

April 14, 2014Dear **. [redacted]:Thank you for your 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.A. (Santander) on April 8, 2014, and as a representative of the Bank I...

have been asked to respond.We appreciate your inquiry and can assure you that this matter has been carefully researched in order to assist you.As a courtesy, we have credited your account $70.00 for the fees that were assessed to your account.You stated in your correspondence that you recently opened and Extra20 Checking account, and subsequently you paid several bills. Your account incurred two $35.00 insufficient funds fees and you have requested that the fees be waived because you feel your Overdraft Line of Credit account should have covered this.Upon opening your Extra20 Checking account, you would have needed to arrange to have it linked to your existing Overdraft Line of Credit account. Because it was not linked, your account incurred the two insufficient funds fees.If you are interested in setting up overdraft protection for this account with your existing Overdraft Line of Credit account ending in [redacted], please contact our Customer Contact Center at ###-###-#### or visit your local branch office for further assistance.As previously mentioned, we have credited your account in the amount of $70.00 for the fees that were assessed to your account. You will be able to verify the credit has posted to your account, as the transaction will appear on your next statement as an adjustment.Thank you for taking the time to share your concerns and for allowing me the opportunity to address your concerns. 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,

November 5, 2014Dear [redacted]:
Thank you for your October 29, 2014 letter addressed to the Revdex.com. Your letter was provided to Santander Bank, N.A. (Santander) on November 3, 2014, and as a representative of the bank, 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. I understand that you are questioning the insufficient funds fees that were assessed to your Santander Student Checking account, ending in numbers [redacted].We appreciate your banking relationship with us, and as a courtesy, we have refunded your account for the $35.00 insufficient funds fee that was assessed on October 28, 2014. The credit will appear on your next monthly statement.For your information, I have enclosed the signature card you signed on March 27, 2014, it states on the signature card that you received the Deposit Account Agreement, the Privacy Policy, the Overdraft Opt-in Notice, and the Fee Schedule. However, you mentioned in your letter that you did not receive the Fee Schedule, As a result, I have enclosed a copy for your reference, as well as a copy of the Simple Facts Brochure for your account.
In order for me to explain what occurred on your account, I will first explain the features of the Santander Account Protector, The Santander Account Protector is the result of a 2009 amendment to Regulation E. which is a federal regulation that changed how we process overdrafts for certain transactions. Under this amended regulation, consumers must tell us that they wish to allow us to pay Automated Teller Machine (ATM) and one-time debit card transactions and charge the applicable fees when those transactions overdraw their account. It is important to note that the legislation does not apply to checks, Automated Clearing House (ACH) deductions or recurring debit card purchases. Generally, if customers tell us they will not permit us to charge insufficient funds fees for these transactions, we will not pay them if they overdraw the account. Also, even though we will not assess any insufficient funds fees for ATM withdrawals or debit card purchases if a customer does not permit us to charge these fees, any other type of transaction that we pay will result in insufficient funds fees if there are not sufficient funds in the account to pay the transaction.You elected not to enroll in Santandar Account Protector. With this election you instructed the Bank to not charge insufficient funds fees for paying ATM withdrawals and one-time debit card purchases when there are not sufficient available funds in your account. As a result, the Bank generally will not pay these transactions. Please note that if we do pay these items, which we may be required to do under certain circumstances, we will not assess insufficient funds fees. On October 14, 2014, your checking account had a balance of $0.43. On October 28, 2014, two (2) ACH transactions, totaling $20,43, were presented for payment. The account became overdrawn with the posting of the Second item, and as a result, one (1) insufficient funds fee was assessed. As noted above, your opt-out election means we will not charge insufficient funds fees for ATM withdrawals or one-time debit card transactions. This election does not cover ACH transactions.
Santander mails an Overdraft Notice when an account is overdrawn. The Overdraft Notice states that a SUSUained overdraft fee will be assessed on the sixth consecutive business day your account is overdrawn. However, your account was brought to a positive status on October 31, 2014, therefore, your account was not assessed a $35.00 Sustained overdraft fee.
Lastly, you mentioned that $60.00 in fees were assessed to your account in August 2014. have enclosed your July 28, 2014 through August 27, 2014 monthly statement. During this time, cash withdrawal fees and ATM balance inquiry fees were assessed to your checking account, and excess activity fees were assessed to your Santander Student Savings account.
The Deposit Account Agreement, which is enclosed, contains relevant information about excess activity on page Six (6), Specifically, page six (6) states you may not make more than a maximum of six transfers and withdrawals from your savings or money market savings account to another account of yours or to a third party such as a merchant by means of preauthorized or automatic transfer, by telephone, computer or check or by a Point of Sale purchase during a service fee period. We charge fees when you do this, and will close the account or convert it to a checking account if you repeatedly exceed these limits, The Fee Schedule discloses the amount of the excess activity fee (per item), Federal regulations require we impose these transaction limits so that we may continue to categorize the account as a Savings account. Otherwise, it becomes a checking account.
Please know there are actions that can be taken to minimize fees. Cash withdrawals and balance inquiries made at Santander ATMs in the United States, including Washington DC and Puerto Rico, are not subject to fees. To avoid the excess activity fee, you can transfer one large sum to your checking account for which you could then conduct your transactions when you are aware that you need to make several withdrawals or other transactions utilizing funds from your savings account. It should also be noted that withdrawals made in person from a savings or money market savings account at an ATM or any of our branch locations are not Subject to the six transaction limit discussed above.The excess activity fees that were assessed to your Santander Student Savings account are valid and not the result of a bank error.
You are a valued customer and we appreciate that you have chosen to bank with us. If you have any additional questions in regard to this matter, please feel free to call Jen Scaffidi, Customer Relations Representative, at ###-###-####.Sincerely,JoAnn GVice President Manager, Customer Relations

March 31, 2014
Dear **. [redacted]:Thank you for your recent correspondence that was submitted to the Revdex.com (Revdex.com) on March 20, 2014. The Revdex.com forwarded your inquiry to Santander on March 27, 2014 and as a representative of the Bank, I have been asked to...

respond.We appreciate your inquiry and can assure you that this matter has been carefully researched in order to assist you. It is our goal at Santander to provide exceptional customer service and to carefully review matters raised by our customers.It is my understanding that you expressed concern regarding insufficient funds fees that were assessed to your checking account ending in [redacted]. You indicated that the insufficient funds fees that were assessed to your account were a result of the Bank’s posting order and not a result of the order in which you initiated the transactions. You also indicated that had the Bank posted the transactions in the order that the transactions were performed, your account would have incurred two (2) $35.00 insufficient funds fees. You mentioned that funds were debited from your account by a merchant in error. Lastly, you requested that the insufficient funds that were assessed to your account as a result of the Bank’s posting order be refunded to your account and that the transactions be debited from your account in the order that the transactions were performed.Although a Bank error has not occurred, as a courtesy, we will credit your account for three (3) of the $35.00 insufficient funds fees that were assessed to your account. You will see the credit as an adjustment on your next monthly statement.In researching the concerns that you presented, we found that the beginning balance of your account on March 17, 2014 was $220.51. On that same day, seven (7) items, totaling $595.64, were presented for payment against your account. Because the items presented for payment exceeded the balance in your account, your account incurred six (6) $35.00 insufficient funds fees. The ending balance of your account for that day was -$585.13.On March 18, 2014, you direct deposit in the amount of $279.00 was applied to the negative balance in your account. After your direct deposit was credited to the balance of your account, a negative balance of $306.13 remained. On that same day, a debit card transaction for $68.68 was presented for payment against your account. Because the transaction was presented against insufficient funds, your account was assessed a $35.00 insufficient funds fee. The ending balance of your account of that day was -$409.81.A debit card transaction in the amount of $25.00 was presented for payment against your account on March 19, 2014. Because the transaction was presented against insufficient funds, your account was assessed a $35.00 insufficient funds fee. The ending balance of your account for that day was -$469.81. On March 25, 2014, you direct deposit in the amount of $279.00 was applied to the negative balance in your account. Although the funds were applied to the negative balance in your account, a negative balance of $190.81 remained. Because your account incurred a negative balance for more than six (6) days, your account was assessed a $35.00 sustained overdraft fee on the same day. Your ending balance for that day was -$225.81.Santander generally posts all debit transactions received on a Bank business day to an account in order of highest value to lowest value. The Personal Deposit Account Agreement (PDAA) states that we have the right to post transactions to an account in any order we choose but goes on to say that we have chosen to post debits in a high to low order so that larger debits are paid first. We cannot alter our posting order for any one customer as the transactions for all customers must be posted the same way. In addition, this posting order is reflected in the transaction history displayed in the monthly statements we send you for your checking account.When an account is opened, multiple pieces of literature are provided to our customers, including the PDAA and the Personal Deposit Account Fee Schedule (PDAFS). I have enclosed a copy of the PDAA, which explains Santander’s method of posting transactions to an account.Effective April 15, 2014, we will be changing the order in which transactions are posted to customer accounts and there will also be some changes to our Funds Availability Policy. The explanation of these changes was included in your February 2014 statement. The statement message also provides ways to avoid overdrafts on your account. For your convenience, I have enclosed a copy of your February 2014 statement.You mentioned in your correspondence that a merchant presented the same transaction in error for payment against your account. In order to dispute the transaction, please call our Customer Contact Center in order to file a claim for the funds that were debited in error.Thank you for taking the time to bring your concerns to our attention and for giving me the opportunity to address them. If you have any further questions regarding your accounts, please call our Customer Contact Center at ###-###-#### to speak with a Customer Service Advisor or visit your local Santander branch office.We value you as a customer, and look forward to assisting you with your financial goals, now and in the future.Sincerely,

Thank you for your recent rebuttal addressed to the Revdex.com (Revdex.com). The Revdex.com forwarded your inquiry to Santander Bank, N.A. (Santander) on June 29, 2015, and as a representative of the Bank, have been asked to respond.
It is my understanding that you continue to refute the fact that your auto loan application was verbal and would like the hard inquiry removed from your credit report.
On March 25, 2014, Mr. Quentin R[redacted], a Personal Banking Representative in the Exton Branch, sent you an electronic mail (email) with an auto application attached, which corresponds to the date of the application in our loan application system. In an effort to assist you, I have enclosed the email. Following this, you attempted to fax the application to Ms. R[redacted], but were unsuccessful. Therefore, the application you submitted to Mr. R[redacted] was taken over the telephone on March 26, 2014.
I have also enclosed my June 5, 2015 and June 15, 2015 letters, which also address this issue.
Based on this information, we continue to stand by the fact that the inquiry on your credit report is correct and will not be removed.
As noted previously, the application record is located on our system and is not available for our colleagues to provide to customers.
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, please feel free to contact Ms. Jen S[redacted], a Customer Relations Representative, at ###-###-####.
Sincerely,
JoAnn G[redacted]Vice President
Manager, Customer Relations

July 22, 2015Dear [redacted]:
Thank you for your July 6, 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 10, 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 a credit card machine that you did not receive, but for which you received billing statements.
On behalf of the Bank, I wish to offer my apologies for your experience as well as for any inconvenience that you encountered in previously attempting to have this matter addressed. The level of Service you described is not at all consistent with our expectations. Please be assured that this situation has been reviewed and addressed by the appropriate management personnel.
Our merchant Services partner, [redacted], confirmed that a credit card machine was mailed to your business, but it was never delivered. According to [redacted]'s records, the machine was sent to the business and at the time of delivery there was no representative at your business that was able to or willing to accept the machine.
In Consideration of any inconvenience that you encountered, the balance including all fees for the merchant Services account ending in [redacted] for [redacted] has been cleared and the account has been closed. The account has also been removed from collections, and we have Submitted a request to the credit reporting agencies to remove any derogatory reporting associated with the account.
Thank you for taking the time to share your concerns and for allowing us the opportunity to address them. Again, we are very Sorry for your experience. If you have any additional questions in regard to this matter, you may contact Lance S[redacted], a Customer Relations Representative, at ###-###-####.
Sincerely,
Jo Ann 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 response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
 
Dear [redacted],
 
Thank your for your response received on February 20, 2014. Let me correct a few things, I never used telephone banking to pay my [redacted]. I did use Santander's internal transferring system to transfer fund from my checking account to my savings. That obviously got me no where because Santander's antiquated online system won't allow me to designate whether it will be Principal Only or Interest Only. I called in to get this rectified and one of Santander's representative told me to use your BillPay system and make sure I put "Principal Only" on the memo. I subsequently did that, but this also proved unsuccessful.
 
I have since followed your directions and attempted to add my [redacted] as a second biller and put in "Principal Only" in addition to my account number, but this is the message I get. (I also attached it for your reference)
 
"The account number you provided does not match what the biller expects. Please type the account number again. You can find your account number on a bill or statement. If your account information is not correct, it may cause the payment to be credited to your account late or not at all. This can result in late fees, finance charges, or service disconnection. The Service Guarantee only applies to payments if all the biller information provided is accurate."
 
Please double check this before recommending something that can not be done.
 
In addition, I have attempted to call [redacted] at ###-###-#### multiple times, which happens to be the general line for Santander (A direct line would have been nice). After deciphering the maze of phone transfers, I finally got [redacted]'s voice mail. I left her a voice mail and am waiting to hear back.
Regards,
[redacted]

Thank you for your November 10, 2016 correspondence Submitted to the Revdex.com (Revdex.com). The Revdex.com forwarded your inquiry to Santander Bank, N.A. (Santander) on November 16, 2016, and as a representative of Santander, I have been asked to respond.
We are Sorry to learn of your...

concerns regarding the $150.00 account-opening bonus for your Simply Right Checking account, ending with 97.18.Once all of the requirements have been met for the account-opening bonus and the account has been Open for 90 days, the bonus will be Credited within 30 days. In your case, the account was opened on August 3, 2016.In reviewing the bonus requirements, you do qualify for the bonus and it will be provided by December 3, 2016. Please note that your account must remain open until the bonus is received.
Thank you for contacting Santander and for allowing me the opportunity to address your Concerns. Should you have any additional questions regarding this matter, please feel free to contact Ms. Jen S[redacted], a Corporate Complaint Advisor, at ###-###-####.
Sincerely,JoAnn G[redacted] Corporate Complaint Manager

May 15, 2014Dear [redacted]:Thank you for your April 29, 2014 letter addressed to the Revdex.com. Your letter was forwarded to Santander Bank on May , 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 difficulties you encountered regarding the insufficient funds fees that were assessed to your boat loan account. At Santander, we take these issues very seriously and work hard to deliver exceptional service to our customers. In this case, we have fallen short of our own standards.
You stated in your letter, that two (2) 35.00 insufficient funds fees were assessed to your boat loan. However, you believe the assessment of the fees was inaccurate and you would like them refunded.
In an effort to assist you, the two fees were refunded on May , 2014. The refunds will appear on your next monthly billing statement.In researching this matter, we discovered that a 35.00 insufficient funds fee was assessed to your boat loan account, ending in numbers 9309, on October 13, 2012 in connection with a 273.26 payment that was received on October , 2012. A second 35.00 insufficient funds fee was assessed on December , 2013, in connection with a 273.26 payment that was made the same day.
Due to changes with our computer system, there were issues with some loans where the customer had established an automatic payment with a bank other than Santander. It is for this reason that the fees were erroneously assessed to your loan.
Your comments in regard to the agents you spoke to in the Customer Contact Center (CCC) were forwarded to the appropriate management team. They have used your comments in order to improve the service that the agents provide. We do apologize that there were delays in resolving this mater once you contacted the CCC.
Again, please accept my apology on behalf of Santander Bank, N. for any inconvenience you have experienced.
Thank you for taking the time to share your concerns and for allowing me the opportunity to address them.If you have any additional questions, in regard to this matter, please feel free to call the Customer Contact Center at ###-###-#### or your local branch.
You are a valued customer and we appreciate that you have chosen to bank with us. We look forward to assisting you with all of your financial needs, now and in the future.Sincerely,