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Business Profile

Holding Company

Santander Bank

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Holding Company.

Complaints

This profile includes complaints for Santander Bank's headquarters and its corporate-owned locations. To view all corporate locations, see

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Santander Bank has 54 locations, listed below.

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    Customer Complaints Summary

    • 462 total complaints in the last 3 years.
    • 174 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/15/2024

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On September 8, 2024, I initiated an external transfer from my Santander Bank account *********** ) to my ********** account *********** through Santander's online platform. The transfer amount was $1,200. However, the funds were debited from my Santander account but never credited to my ***** account.Despite multiple attempts to resolve this issue, I have received conflicting responses from both banks. ********** confirms that the funds were never received, while Santander Bank claims that the transfer was successfully sent and refuses to take further action.I have tried to resolve this issue amicably with Santander Bank's customer service, but they have been uncooperative. As a result, I am seeking assistance from the Better Business Bureau to recover my $1,200 Attached are: - Santander Bank statement showing the debit. - ********** statement showing no credit.I request that Santander Bank:1. Investigate this transaction and acknowledge the error.2. Return the $1,200 to my account or provide proof of the transfer.

      Business Response

      Date: 10/30/2024

      We've responded to the customer on 10/29/24 via phone. If there are any questions, please contact our office at **************. Our hours of operation are Monday through Friday from 8:00am to 6:00pm EST.

      Customer Answer

      Date: 11/04/2024

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      [ I remain unsatisfied with their resolution. Their response did not address my concerns, nor provide adequate resolution. My funds remain unrecovered.

      I request further assistance in recovering my lost funds and resolving this matter]

      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

      FAQ

      Regards,

      Shia

       

       

      Business Response

      Date: 11/14/2024

      We've responded to the customer on 11/14/24 via phone. If there are any questions, please contact our office at **************. Our hours of operation are Monday through Friday from 8:00am to 6:00pm EST.

    • Initial Complaint

      Date:10/07/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I do need your help : Santander Bank ********** wrongfully restricked my profile which used for Santander Bank mobile App, A scamer failed to fraud money from my account then Revenged to report me as a scamer. Headcahe to reach Santander ********** since there is no physical address ,mail *************** address to reach this Santander **********, BUT ONLY a 800# **************, which agents can only type words to "thier hidding backup team", I called this 800# many many times and branch bank manager called several times to fix this issue also, but no answer and no result. This restriciton infected my credit score and limitation on my banking, really damaged my financial reputation, Feel helpless. Would you please help out **** to fix it? I do need this Santander Mobile All works well as before. Thanks,

      Business Response

      Date: 11/19/2024

      We've responded to the customer on 11/6/24 via phone. If there are any questions, please contact our office at **************. Our hours of operation are Monday through Friday from 8:00am to 6:00pm EST.

    • Initial Complaint

      Date:10/02/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Date of occurrence: 10/01/24 The problem - Bank refused to honor account holders signature to process withdrawl from checking account. Waited an hour to process; requested that we not use the drive through. However walking is too difficult.

      Customer Answer

      Date: 10/14/2024

      I have not heard from the business in response to my complaint. I only received an acknowledgement. And told that it was passed on.

      Business Response

      Date: 10/23/2024

      We've responded to the customer on 10/23/24 via letter. Please allow 7-10 days for the letter to be received. If there are any questions, please contact our office at **************. Our hours of operation are Monday through Friday from 8:00am to 6:00pm EST.

      Customer Answer

      Date: 10/31/2024

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

      FAQ

      Regards,

      ********

       

       

    • Initial Complaint

      Date:09/29/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had two 12-month term **s with a principal of $10,000 in each with an interest rate of 5.35% (APY 5.5%). When the 12-month term ended on 7/13/2024, I had a compound value of $10,549.55 in each **.Since I knew I would be unable to visit the branch until the end of Julymissing the 10-day grace ******* made sure to speak with a banker in advance. On 6/28/2024, a banker named Intan from the *************** branch in ************ contacted the back office to confirm that, even if the ** renewed into a new 12-month term, if the client closed or withdrew funds after the 10-day grace ******* they would only forfeit any interest accrued in the new term. There would be no penalty on interest that had not yet accrued. In other words, Santander would not charge a 3-month interest penalty if 3 months' worth of interest had not yet accrued in the new 12-month ** term.After verifying these details, I was sure there would be no issues. However, when I visited the branch on 8/2/2024, another banker named ***** closed both ** accounts without informing me that 3 months' interest had been deducted, even though the new 12-month term **s had only accrued interest for two weeks. The principal for each ** was $10,549.55, but ***** transferred only $10,509.55 to my checking account when closing the **s. As a result, I lost $40 from the principal on each **, totaling $80 across both accounts. I immediately noticed the problem and communicated it with ***** and *** (the bank manager) on 8/2/2024. I had verified that unaccrued interest would not be taken from the principal when closing the **. The banker should have informed me if the system was going to deduct money from the principal because not enough interest had accrued in the new term to cover 3 months of interest. I have visited the branch more than six times in person and have been waiting for a resolution of this issue since 8/2/2024. There has been no response from either the branch or the customer service phone line.

      Business Response

      Date: 10/18/2024

      Matter resolved by telephone on 10/16/24 CARE *******. Please see the attached. 

    • Initial Complaint

      Date:09/27/2024

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Santander repossessed my vehicle and has not returned my parking pass as I requested. I am temporarily disabled and cannot retrieve it.

      Business Response

      Date: 09/30/2024

      This complaint is not a Santander Bank complaint. This complaint is in regard to an auto loan which is currently handled by Santander Consumer. Please forward the complaint to Santander Consumer for a response. Thank you.

    • Initial Complaint

      Date:09/22/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      on wednesday 9-18-24 a withdrawal of one cent was made by a company i do not recognize. Then on thursday 9-19-24 there was a withdrawal of 3500 dollars by an unrecognized company. this was not seen by me until saturday 9-21-24 at about 7:50pm i called santanders fraud line and was disconnected after i asked for a supervisor to address the response i received from the operator.

      Customer Answer

      Date: 10/02/2024

      [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.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      **** ******

    • Initial Complaint

      Date:09/20/2024

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This company advertised that they would give 3% in rewards on purchases made in the first year. They are not doing so. Also the amount of rewards that show on their website vs what a customer service *** will claim never match. From March to August 2024 I charged a total of $6778.60 x 3% is $203.36 in rewards. The website says I have $149 and the last *** claimed I spoke with claimed I had $165. Every *** ****** know what to do and disconnects me and never calls back. The last ***s name was ***** and his ID # was ******. I dont have the names of the other 2 ***s. I just want whats do to me and reimbursement if your organization charges me.

      Business Response

      Date: 10/03/2024

      We've responded to the customer on 9/27/24 via phone. If there are any questions, please contact our office at **************. Our hours of operation are Monday through Friday from 8:00am to 6:00pm EST.

    • Initial Complaint

      Date:09/18/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 9/9/24 I made a single electronic transfer from Santander account *0479 in the amount of $1200 to be transferred to another Santander account *6130. BOTH accounts are ******************** accounts.Unfortunately ******************** deducted $1200 two times from *0479. I reached out, Santander admitted their error, and told me it would take at least 10 day to review the "dispute" and possibly another 45 for the dispute to be resolved. At this time, Santander has a total of $2400 of my money, none of which has been applied to any accounts. The $1200 that I wanted transferred to *6130 has not been applied, and the additional (mistake) $1200 has not been put back on my account. I have since made another transfer from a different Santander account (****** and that transfer happened within a day. It is unacceptable and almost comical that Santander is sitting on this money and advising it could be up to a total of 55 days until they correct the issue, with additional finance charges being incurred by me because the balance on *6130 is higher than it would be had they not made THEIR mistake on their accounts with their files. We aren't talking about third parties, it is all internal.

      Business Response

      Date: 09/27/2024

      We've responded to the customer on 9/19/24 via phone. If there are any questions, please contact our office at **************. Our hours of operation are Monday through Friday from 8:00am to 6:00pm EST.

    • Initial Complaint

      Date:09/17/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Santander Bank is allowing my landlord to deposit my rent checks into their bank without a signature, there's a ***** **** that says "for deposit only" how can a bank allow this? I called my bank and they said it strange that there is no signature on the back of my checks, that all it says is " for deposit only" if I tried to do this at my bank the bank wouldn't cash the check.

      Business Response

      Date: 10/11/2024

      We've responded to the customer on 10/11/24 via letter.Please allow 7-10 days for the letter to be received. If there are any questions, please contact our office at **************. Our hours of operation are Monday through Friday from 8:00am to 6:00pm EST.

    • Initial Complaint

      Date:09/16/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My 3 accounts with this bank were all opened online and thru their app. I have never been to a branch or spoken to anyone face to face. I have a loan from Santander bank. On July 4 2024 I tried to make a final payment thru their app. The app would not take a payment for full amount. I paid $10,176.42 - $0.01 less than the amount shown on the app. Regular payment due date was 07/06/2024. Approx 10 days later I received a notice that the payment was late and on 07/22/2024 a late fee was charged of $66.13 Over the last 5+ weeks, I have spoken to 13 different agents, been hung up on 4x. I have spoken to 3 different supervisors who said they would enter an internal ticket and call back to update me . I received only 1 call back from the collections supervisor and her resolution was to tell me that she could not help me with the fee and transferred me to the regular *** of customer service. The 12th agent I spoke with, told me that they would no longer discuss my concern, and that the management team/supervisor would not be taking any more calls about the issue. Her resolution was to go to a local bank/branch and have them assist me in person. The closest branch is approximately 2 hrs away. On Sept 9 2024 while driving to the local branch, my wife called to make sure a manager would be available. ****, the branch manager answered and said she understood my concerns and that there would be no need to drive the rest of the way to have the issue addressed. She would do internal tickets and emails to have the issue finally resolved and closed. On 09/10/2024, **** called back to update me, the response from above is that they have already waived a late fee for me back in early 2022 and they would not be waiving another one again. She suggested that I make a payment with her including the late fee to close the account and resolve the issue. There should never have been a late fee since a payment of over $10k was made before the due date,

      Business Response

      Date: 09/16/2024

      Hello,

       

      This complaint belongs to our Santander Bank partners. Please send to them for review. Greatly appreciate the help.

       
      Thank you ,

       
      *** ******

      Business Response

      Date: 10/03/2024

      We've responded to the customer on 9/26/24 via phone. If there are any questions, please contact our office at **************. Our hours of operation are Monday through Friday from 8:00am to 6:00pm EST.

    Santander Bank is NOT a BBB Accredited Business.

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