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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:04/30/2024

      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.
      I am writing urgently to address the inaccuracies on my credit report resulting from the disclosure of my personal information to credit bureaus. This has caused significant financial and emotional distress.Under 15 USC 1681 Section 602, I affirm my right to financial privacy and expect my information to be treated confidentially.Additionally, 15 USC 1681 Section 604(a)(2) specifies that a consumer reporting agency cannot disclose account details without my explicit consent, which I have not provided.The discrepancies associated with SANTANDER have adversely impacted my financial situation, necessitating immediate correction.Furthermore, I stress compliance with 15 USC 1666(b), which prohibits creditors from treating credit card payments as late under specific circumstances.Below are my account details for your reference:Account Number: *****************I urgently request a thorough review of my account, prompt rectification of the credit report inaccuracies, and strict adherence to federal laws governing my information.Failure to address these concerns promptly may result in legal action. Your immediate attention to this matter is appreciated.Sincerely,***********************

      Business Response

      Date: 05/01/2024

      This complaint does not refer to Santander Bank. 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:04/30/2024

      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.
      I am writing to formally complain about the sudden closure of my account by **********************, which has caused significant financial stress and a lack of clear communication from your team.On April 28, 2024, I received an email requesting that I complete a relationship questionnaire. The bank claims to have sent several emails, but this was the first I received, even after checking my spam folder. I promptly called Santander on April 29, answered a few questions, yet my account was closed although they confirmed that I am all set. These questions were nearly identical to those I'd already answered six months prior, particularly if I plan international transfers, which I've never made and will never do. Despite complying, my account was closed, and all transactions were blocked.This sudden closure caused my scheduled payments to fail, resulting in penalties and potential harm to my credit score. I was left in a humiliating position, unable to pay my rent or meet other obligations, causing severe stress and anxiety.My efforts to resolve the issue have been fruitless, and the lack of communication from Santander Bank is unacceptable. This needs immediate correction. I demand that my account be reinstated and that I receive compensation for the financial losses and emotional distress caused by your negligence. I also expect Santander to improve its procedures to prevent similar situations from happening to others.I expect a swift response detailing how you plan to resolve this matter.

      Business Response

      Date: 06/07/2024

      We've responded to the customer on 6/7/24 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:04/30/2024

      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.
      There were fraudulent charges made on the account ending in 9281. Santander flagged a charge as potentially fraudulent on 2/16/23 and sent a text to the company owner. We looked over the charges and confirmed with the bank that they were fraudulent and the card was put on hold. The owner went into the bank on 2/16 and spoke with them, showed them he still had his card, and they said they are seeing thieves copying a debit card number and using cameras to obtain a PIN and then duplicating the card for use. I then went through the account in detail and flagged all of the fraudulent charges which included 4 consecutive *** withdrawals for $302.99 in ********, **, followed by 19 consecutive *** withdrawals at 2 different ***s in *********, ** for $110, followed by one final withdrawal of $90. I spoke with Santander via phone in detail on 2/19/24 and they gave me two case #s: **********, **********. They said we would received communication from Santander within ***** days. On 3/7/24 I followed up and they said there was no info available and it could take up to 90 days. On 4/22/24 I called again and spoke with *** and then *****, supervisors. I was told the claim was denied b/c the card was used at ***'s with PIN. *** informed me that if I went to the businesses that these charges had occurred at and was able to obtain video footage of who was making the withdrawals, I could then attempt to reopen the case. ***** then said there were 2 attempts to make a purchase for $1,133.00 at 11:05 and 11:12 p.m. at ********** in *********, but they were declined b/c they were trying to purchase with a PIN bypass. ***** said I could go to this business and ask for more details about this transaction and see if they paid with an alternate mode of payment. I researched this business online and it does not exist. This is CLEARLY fraud and I cannot see why Santander would deny this. Santander did refund one of the *** charges but not the rest. This is outrageous.

      Business Response

      Date: 06/26/2024

      We've responded to the customer on 6/26/24 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:04/25/2024

      Type:Order 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 is hold up the sale of my property with previous heloc loan by my deceased mother, My mother didnot own the property before her death. I've made ***** in payments. All I wanted was for Santander to close out the account and discharge the loan. Santander told I needed to go to surrogate court and get executiveship, however my mother doesn't have an estate so I'm unable to get bonded . I need help Santander is robbing me and there's been fraudulent activity!

      Business Response

      Date: 05/09/2024

      We've responded to the customer on 5/9/2024 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:04/24/2024

      Type:Service or Repair 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 have banked with Santander for over 50 years. Over the past 15 years, I have embraced Bill *** to pay my bills online. As such I trusted Santander to *** my bills and deliver the check in a timely fashion. I directed the bank to auto-pay a mortgage on the 28th of each month. In April 2024 Santander failed to deliver payment to the payee in a timely fashion. As a result, I incurred a late fee of $368.42. I asked Santander to reimburse me that amount, which they failed to do claiming the check was mailed in a timely fashion. I asked them to provide proof that my payment was mailed in a timely fashion which they failed to do.

      Customer Answer

      Date: 05/05/2024

      I have not heard from the business in response to my complaint.

      Business Response

      Date: 05/15/2024

      We've responded to the customer on 5/15/24 via letter. 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:04/19/2024

      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 March 7 i found out i was a victim of identity theft thru ************* and Light. I called my bank Santander to put a claim in for fraudulent activity which froze all my accounts. I was told by the bank in order to close my account i needed to request in a letter to close my account which would not happen until fraud case was closed. After 2wks called bank and found out employee filed claim incorrectly and it would be another 10 days. 4 weeks later i received my check to close my account however fraud case was still open. I called the bank over 20 times in 4 weeks and was told different information by different people every time. My account was closed and i was never given my $450 back. I was told they denied it! WHY? I called them and they will not resolve the issue or let me speak to a manager or supervisor. I am 2.5 hours away from closest ***** and cannot go to the bank. How is this ok? Why would I freeze my accounts, freeze my credit at credit bureaus if this was not real. This $450. caused me having no access to ANY MONEY for over 30 days. I did what I was told and they have over 15 years with me as a customer. I was treated unfairly for something i did not do! I was a victim of identity theft I filed a police report, i went on all websites and logged all this information it happened. Please help.

      Business Response

      Date: 05/29/2024

      We've responded to the customer on 5/29/24 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:04/10/2024

      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 April 09, 2024, I filled out an application for a personal loan from Santander Bank. After automated review of my application I was "DENIED" a loan from this company. This troubled me. But what really troubled me was the written reasoning they emailed me after this denial.They stated " ****************** Report indicates you do not meet our minimum criteria"I was appalled. (See Letter) And I was confused. How is it possible for me with a "778" Credit Score not meet "THE MINIMUM CRITERIA: So I read their denial letter further. Then I found the reasoning. The denial letter references a few reasons for denial. 1. Ratio of Balance to limit on bank or other rev ***** too high. (See Experian Report Included my usage on revolving account at the time this done was 11%) Well below the norm...... 2. Length of time accounts have been established.. ?????? My accounts are all over a few years. 3. ********TOO MANY CONSUMER FINANCE COMPANY ACCOUNTS***********THIS IS THE REAL REASON FOR THEIR DENIAL. THEIR COMPANY ALGORITHM USED TO APPROVE OR DENY LOANS WAS PROGRAMMED TO BE BIASED AND PREJUDICED AGAINST MINORITIES.. To Wit. It is understood in the financial community that mostly Black and Hispanic use these Consumer Finance Companies when attempting to get a loan or to build their credit. Therefore for a company to state that this is a reason for their denial clearly shows bias and prejudice against people of color. Santander even states it is BIAS without actually saying it: "YOUR APPLICATION WAS PROCESSED BY A SYSTEM THAT ASSIGNS A NUMERICAL VALUE TO THE VARIOUS ITEMS OF INFORMATION WE CONSIDER IN EVALUATING AN APPLICATION. THESE NUMERICAL VALUES ARE BASED UPON THE RESULTS OF ANALYSES OF REPAYMENT HISTORIES OF LARGE NUMBERS OF CUSTOMERS"..... Thus my application was not viewed from the merits of my credit. But from the biased, pre disposed algorithm used by this company...

      Business Response

      Date: 05/29/2024

      We've responded to the customer on 5/29/24 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:04/05/2024

      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.
      My home equity line of credit was paid off the end of April 2023 by align credit union. The check issued had an overage Santander held the discharge fee and sent me back the remaining overage. I contacted multiple times to get the lien discharged. They sent me paperwork I signed it and sent it back to close my heloc and discharge. Months later I received a check back for the discharge fee. The loan is still to this day not closed and lien discharged. I am attempting to do something with my property and this prevent that from occurring. A lien holder has 45 days to discharge a mortgage. I have repeatedly tried to get this done and I cant even get anyone on the phone that can help me. This is an egregious violation. I want the discharge prepared immediately for pickup I will pay the fee at the registry of deeds myself.

      Business Response

      Date: 04/23/2024

      We've responded to the customer on 4/23/24 via letter. 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:03/29/2024

      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.
      Please consider this a formal request to investigate and correct the following inaccurate items on my credit report issued by this agency. These items must be removed in order to show my true credit history. I make this request pursuant to15 USC Section 1681i of the Fair Credit Reporting Act of 1997. As required by the Act, I demand that you re-verify each of these items, and that the inaccurate items be deleted from my record.

      Business Response

      Date: 03/29/2024

      This complaint does not refer to Santander Bank. 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:03/25/2024

      Type:Order 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 am not liable for the debt with about SANTANDER, I do not have a contract with SANTANDER. They did NOT provide me with the original contract with my wet signature as requested.

      Business Response

      Date: 03/26/2024

      This complaint does not refer to Santander Bank. 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.

    Santander Bank is NOT a BBB Accredited Business.

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