Complaints

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

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• 

  Santander Bank

  75 State St Boston, MA 02109-1827

• 

  Santander Bank

  125 Broadway Somerville, MA 02145-2131

• 

  Banco de Santander S.A.

  375 Park Avenue New York, NY 10152

• 

  Santander Bank

  3 Huntington Quadrangle, Suite 103S Melville, NY 11747

• 

  Banco de Santander S.A.

  45 E 53rd St New York, NY 10022

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.

• Initial Complaint

  Date:05/21/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 filed a fraud dispute regarding a transaction that occurred on March 19th, 2024. I received a credit for that amount on May 10th, 2024. I called to investigate the information and asked if the company had refunded my account. When I spoke to the customer service representative at ********************, I asked if they could look over my account with me because I thought the original company had refunded me. She explained that she did see the credit on my account and that she had a refund. Since I was under the impression, based on what the customer service representative was saying, that this was, in fact, a company refund, I asked to cancel the dispute. The customer service representative at no point explained to me that this was a temporary credit. On 5/21/2024, I saw that the money was deducted from my account again, and when I called the fraud specialist team, I was advised at that point that it was not a refund, but a temporary credit. When I tried to explain the only reason I cancelled the investigation was because I was under the impression the credit was because of the refund I was explained that I can no longer be assisted. I asked to speak to a supervisor, and It was explained to me that their supervisor does not take calls. The only recommendation I was given was to call back and speak to someone else, as well as try to get a refund from the original company.

  

  Business Response

  Date: 06/11/2024

  We've responded to the customer on 6/11/24 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:05/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 am complaining about this bank because it is one of the banks ***** Dealers work with, and ***** has tried getting an approval with this bank to either help me keep my current car or put me in a new lease. This bank has done what ever they can to say no. Letting my low credit score and anything else be a factor. I was just trying to keep my current car. How can this bank and many others be so heartless when someone is in need. My payment is too high and I was trying to work something out. All you care about is money, and do not care about the consumers well being, meaning them needing a car and pretty soon I will be carless. I know this is my responsibility, but you give no wiggle room and now I am stressing out everyday because I dont know what bank would approve me. Every car dealer is at the mercy of a bank and because of banks like you, I have to deal with no, no, no and we only get one life and to make it this difficult for someone that just wants to keep their current car doesnt make it fair. Even if I am reporting you, Im sure you still wont care and do business as usual. You should never treat a customer in need, struggling, to try and keep a car that gets older everyday. Once I give my car back, I have no car, it will be auctioned, and sold to someone else. I have a job, and can pay, I was looking to work with you to get my payments lowered that way I can pay on time. Banks have gotten so harsh on the customer that it doesnt make any sense to me. It is really messed up and should not be this way.

  

  Business Response

  Date: 05/20/2024

  This complaint does not refer to Santander Bank. This complaint m 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.
  
  

  Customer Answer

  Date: 05/20/2024

  [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:05/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  SsI # *********. Santander loan # ILN ********** I got a harrassing call from the collections **** at 12:14 today that wrongfully accused me of being late I told her I called to see why my April bill had a late fee when I paid before the due date on April 14th. I called on May 13th. I was assured that my May payment was received on May 5th. I paid on May 3rd. He took 15 minutes 2 separate times to figure out that no late fee was applied yet my May bill said it was applied. I notice that the collections kept often gets wrong info. Please fix your internal issues before harassing me. Moreover I told that woman don't call me and she kept talking. Half the time takes forever to get my nane right. One time I paid via my bank they sent the check to California because thevsystem did not take the payment via the nank to bank trasfer as it had for seversl years proor. Hence I called in my payments for 6 months. Finally I got tired of being treated like a criminal when calling to pay. I paid on the 3rd which gave time to mail of the issue arose again. I also fixed the prepoulated address issue. Notwithstanding Santander finds another way to mess with me and prove how disorganized the bank is they need to be ashamed. Get facts right before contacting me about being 1 day after a grace ****** that I dod not miss. Get my bill right. Idk when bills are printed but if you have a grave ****** don't print a late fee until people are late. Since I know how disorganized the bank is I called and was told my payment cleared April 14th. Fix your internal chain of command issues and stop setting these collections people on folks who pay on time. I feel. hatrassed for no reason. Leave me alone. I'm not ****. You need to pay me for having to deal with this nonsense. I know you guys had to have charge me some fees when I was not *************** as much. Give me back my money. It's a scam.

  

  Business Response

  Date: 06/05/2024

  We've responded to the customer on June 5, 2024 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:05/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 have reported to Santander Bank multiple times that several accounts marked as past due on my credit report were fraudulent. Despite providing them with updated information during my calls, they continued to report a fraudulent account to my credit report. They removed the account from one credit bureau but failed to remove it from the others.I have spoke to you via phone and informed you that the account you have under my name are inaccurate. I am formally requesting that you validate all trade line listings you have submitted to every major credit reporting agency by SANTANDER BANK NA for me, ***************************, under account number *************** and *************** Due to possible inaccuracies in these credit reports, I demand that the validation I hereby request be in the form of a verified statement by a person with original knowledge of the debt, who can testify that the debt was incurred legally, was not subsequently disputed as a result of returned, faulty, or recalled consumer products, was not utilized as a profit-loss tax deduction during the period it may have been payable, and was not claimed as a loss with any insuring entity during the period it may have been payable. Please be advised that I am requesting competent evidence that I had some contractual obligation in relation to the trade line. Within 30 days of the tracked and confirmed delivery of this notice, either answer these demands or remove the associated negative trade line notations from the credit reports, actions which contraindicate evidence of your intent to abridge one or more civil rights. Continued unsubstantiated reporting of possible inaccuracies to third parties may provide a basis for formal complaints being filed pursuant to federal statute.

  

  Business Response

  Date: 07/02/2024

  We've responded to the customer on 7/2/24 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:05/17/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  1681 U.S.C Section 602 A. States I have the right to privacy.1681 U.S.C Section 604 A. Section 2: It also states a consumer reporting agency cannot furnish a account without my written instructions. Reporting on my Transunion credit report on 2-9-2024

  

  Business Response

  Date: 05/17/2024

  We do not believe this complaint refers to Santander Bank. This complaint may be in regard to an auto loan which is currently handled by Santander Consumer. Please forward the complaint to Santander Consumer for a response or we would need more information from the complainant. Thank you.
  
  

  Customer Answer

  Date: 05/17/2024

  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. 

  It says its on my report and its reporting on there 

  

  Business Response

  Date: 05/20/2024

  According to the attachment, this complaint is in reference to Santander Consumer USA. Please forward the complaint to Santander Consumer USA. Thank you.

  Customer Answer

  Date: 05/21/2024

  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,

  Keyon

   

   

• Initial Complaint

  Date:05/15/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 5/1/24 I attempted to make an *** deposit at The Santander Bank in ******* on ***********(Route 33). The *** ate my money, did not return any of my funds and it stopped working. I immediately called the phone number on the back of my debit card. This all happened between 5:15-5:30 pm. Fast forward to 2 weeks later, I still do not have my money. Both times I have spoken with representatives they have stated that my situation is being "escalated" and I should receive temporary credit for my money. Yet my bank account is still missing my $1,900 deposit on 5/15/24. To add another problem to my situation, this happened to me once before at the same ***, within the last 6-8 months. I am a single mother who cannot afford to not have access to my money. I had to borrow money to pay my rent. This is frustrating, unfair, and not OK. Apologies and promises from Santander Bank do not pay the bills or feed my kids.

  

  Business Response

  Date: 06/20/2024

  We've responded to the customer on 6/20/24 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:05/12/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 am not liable for this debt with Santander Bank and I don't have contract wi Santander bank they not provide me with the original application loike I ask.

  

  Business Response

  Date: 05/13/2024

  We do not believe this complaint refers to Santander Bank. This complaint may be in regard to an auto loan which is currently handled by Santander Consumer. Please forward the complaint to Santander Consumer for a response or we would need more information from the complainant. Thank you.
  
  

• Initial Complaint

  Date:05/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 a personal, unsecured loan from Santander Bank originally in the amount of $20,000. I attempted to pay off this loan via payments made online on 01/05/24 and 01/12/24. Following those payments I was shown that the loan balance was $0.00, and no further payments appeared necessary. ******* services had been active throughout the life of the loan up to that point and remained active. In March I received notice that I was past due on the account and saw that my credit report showed a unpaid balance of ~$178 of interest still outstanding on the account. I could still only see a $0.00 balance and was unable to process any manual payment, the system returned an error that said to try again later each time I tried. I called Santander customer support on 3/29/24, a process that is incredibly complicated. Their system dropped my calls 3 separate times, their staff sent me in circles to different departments each saying they could not help me, some reps said Id indeed paid off the loan, some said I owed $178, and some said $260. One rep set up a manual payment for me to pay off the supposed balance of $260 and confirmed it would process in 3-5 business days. I called again 3 days later and an agent confirmed once more the payment would go through and the account would be closed. In late April the payment had still not processed and Santander once again reported my credit account as past due. I called again on 4/29 to seek remediation and was treated very rudely, blamed, misgendered many times by each agent I spoke to, and hung up on by one agent despite my many attempts to seek help and solve the issue responsibly and kindly. A payment was finally successfully processed but my credit score has suffered extreme damage. Previously my FICO score was around or above 800 depending on the bureau used. Now it is below 650 due to Santander blocking my loan payoff and reporting me as late due to their own error, which I believe violates my FCRA rights.

  

  Business Response

  Date: 06/27/2024

  We've responded to the customer on 6/27/24 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:05/03/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 was laid off from my job back in 2016. As a result, I was late ion my payments. It has been a trickle-down effect and I always make my payments however they are frequently after the 16-day grace ******* As a result, I have been charged a total of $2,165.00 in late fees over the life of the Mortgage account. Although I do take responsibility for the late payments, I feel that this much in fees is just horrendous. My credit has already been ruined (totally not complaining about that) and I feel this much in late fees is more salt in the wound. I am currently up to date on my payments and hope to be able to continue to keep it that way. I am currently out of work again and any help that can be given with these fees would be appreciated. I have been advised that the fees do not have to be paid until the loan matures, which is great however I am getting late notices and threats regarding them.

  

  Business Response

  Date: 05/23/2024

  We've responded to the customer via letter on 5/23/24. Please allow 7-10 business days to receive the letter. 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:05/03/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 have recently been made aware that someone obtained my personal information as used it to obtain and conduct fraudulent transactions without my knowledge or consent. I have filed a police report and a FTC affidavit to address this issue

  

  Business Response

  Date: 05/23/2024

  We've responded to the customer on letter on 5/23/24. Please allow 7-10 business days to receive the letter. 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.