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

  10-421-CR1 PO Box 12646 Reading, PA 19612-2646

• 

  Santander Bank

  3 Charles St Mashpee, MA 02649

• 

  Santander Bank

  715 W Main St Hyannis, MA 02601-3421

• 

  Santander Bank

  1601 Elm St. STE 800 Dallas, TX 75201

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:05/21/2025

  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 noticed a charge had occurred on my debit card 10/29/24 for $900 to an interior designer in **. I contacted the bank and told them that this charge was fraud. They "investigated the claim" and simply sent me a letter stating my claim had been denied after they originally charged my funds back. I asked for proof of investigating, and all I got was "I sell furniture's" as a business description and they took the 900 back. I contacted the seller ****** ****** **************** They told me themselves that they don't even deal with amounts that small, there is no charge from my card or any billing info under my name. They design yachts, mansions etc. The owner also told me that they do not do online purchases, in person only. I told the branch manager this, provided them with this and the company owners personal cell number. I also proved to Santander that my email address was wrong, the shipping address was wrong, and my IP address was wrong at the time of purchase. I received another letter stating that I was still denied a second time for my claim after reopening. I called Santander asking for new evidence on my 2nd denied claim and I received the same documents as the original investigation with the seller stating "I sell furniture's." I called Santander again looking for answers, the woman I talked to basically told me once a claim is denied, its final. In disbelief I asked to speak to the head of the investigative service they use, which they assured me was not possible. At this point the people at Santander cant help me or give me any info at all besides telling me to file a police report over and over again to get me to go away. When I tried to do so after the bank essentially stonewalled me, the police said its going to be closed because cases like this are almost impossible. I did a better job at investigating, than a major bank can. I still don't have answers, I am still out $900, and they still can't provide me with any real evidence.

  

  Business Response

  Date: 05/22/2025

  Thank you for forwarding this complaint to us. We are writing to acknowledge receipt of the same and to advise of our next steps for resolution.
  
  It is our goal at Santander to carefully review matters raised by our customers, in order to fully investigate and respond to each customers unique situation. The ******************** Executive Office has opened Case #****** for research and resolution of this matter. An Executive Office Advocate has been assigned to the case and will contact the customer directly to address the concerns.
  
  Please feel free to contact us if you should have any questions or concerns during this process.
  
  How to contact us:
  Our office hours are Monday through Friday 8:00am to 6:00pm EST
  Phone ************

  Customer Answer

  Date: 05/31/2025

  [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,
  
  **** Berkeley

• Initial Complaint

  Date:05/21/2025

  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 **************** . i dont not have a contract with **************** . they did not provide me with original contract as requested in accordance with ***** regulations

  

  Business Response

  Date: 05/21/2025

   We have confirmed this complaint should be responded to by Santander Consumer, our auto division as it is in regard to an auto loan. Please forward complaint to Santander Consumer for a response.
  
  

• Initial Complaint

  Date:05/20/2025

  Type:Product 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.

  A couple weeks ago I visited a Santander *** machine, in **************, ** and withdrew some funds from my checking account. A few of the bills were torn and one $20.00 bill was torn such that the first 2 characters of the bill were missing. It was quite a large piece of the bill missing. I set the bill aside in my wallet intending to go into the bank to exchange it. Upon doing so, I was told that it was their policy to not take bills that are missing 2 characters of the serial number, to which I replied that you dispensed this bill to me! So, they literally 'pass the ****** They said I had to call the number on the back of my card, which I did and was told that I would have to go to a government website to exchange the bill. After hearing this I returned to the bank and asked to speak with a manager. I was told by her that it is their policy and that the *** is serviced by ******. Again passing the ***** Now, I am stuck with a bill that I cannot transact. They should not be allowed to do this. I should have been able to exchange it in the bank.

  

  Business Response

  Date: 05/21/2025

  Thank you for forwarding this complaint to us. We are writing to acknowledge receipt of the same and to advise of our next steps for resolution.
  
  It is our goal at Santander to carefully review matters raised by our customers, in order to fully investigate and respond to each customers unique situation. The ******************** Executive Office has opened Case #***** for research and resolution of this matter. An Executive Office Advocate has been assigned to the case and will contact the customer directly to address the concerns.
  
  Please feel free to contact us if you should have any questions or concerns during this process.
  
  How to contact us:
  
  Our office hours are Monday through Friday 8:00am to 6:00pm EST
  Phone ************

• Initial Complaint

  Date:05/19/2025

  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 am eligible and met the requirements for $400 Welcome Bonus when opening a new checking account. The bank refused to accept my initial payroll direct deposit and forced me to deposit a physical payroll check. This had been brought up to the bank at the time and I was informed that I would still be eligible for the bonus due to this being a Santander system error. When it came time for Santander to deposit the $400 welcome bonus they refused citing the first check deposit not meeting their requirements. It appears that Santander was setting me up to fail to meet the requirements from the outset of opening my account.

  

  Business Response

  Date: 05/20/2025

  Thank you for forwarding this complaint to us. We are writing to acknowledge receipt of the same and to advise of our next steps for resolution.
  
  It is our goal at Santander to carefully review matters raised by our customers, in order to fully investigate and respond to each customers unique situation. The ******************** Executive Office has opened Case #****** for research and resolution of this matter. An Executive Office Advocate has been assigned to the case and will contact the customer directly to address the concerns.
  
  Please feel free to contact us if you should have any questions or concerns during this process.
  
  How to contact us:
  Our office hours are Monday through Friday 8:00am to 6:00pm EST
  Phone ************

• Initial Complaint

  Date:05/19/2025

  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.

  Santander has locked me out of my bank account.Repeated entries of what my password could be don't work, and also Santander is saying I have already used my allowance of OTPs and did not let me enter in the correct one once I received it. I require access to my bank account online

  

  Business Response

  Date: 05/20/2025

  Thank you for forwarding this complaint to us. We are writing to acknowledge receipt of the same and to advise of our next steps for resolution.
  
  It is our goal at Santander to carefully review matters raised by our customers, in order to fully investigate and respond to each customers unique situation. The ******************** Executive Office has opened Case #****** for research and resolution of this matter. An Executive Office Advocate has been assigned to the case and will contact the customer directly to address the concerns.
  
  Please feel free to contact us if you should have any questions or concerns during this process.
  
  How to contact us:
  Our office hours are Monday through Friday 8:00am to 6:00pm EST
  Phone ************

• Initial Complaint

  Date:05/19/2025

  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 attempted to established a bank account with *********** via my ******* account a week ago. I sent money as instructed by the app, but my account shows none of the $30,000, and its been frozen. This is unusual since our credit score is in the 800s, and we followed all the policies to open the ***** I called OpenBank this morning, but they gave me conflicting excuses. My money is not unavailable in either their account or the **************** account where it originated. ******** also stated it would take several business days or weeks to finish an investigation on this account. Ive never been investigated for anything. I hold security clearance and am an upstanding citizen. I want to open the account or have my money refunded ASAP. I also have serious reservations about ******* wireless having an affiliation with this institution. ***********.

  

  Business Response

  Date: 05/20/2025

  Thank you for forwarding this complaint to us. We are writing to acknowledge receipt of the same and to advise of our next steps for resolution.
  
  It is our goal at Santander to carefully review matters raised by our customers, in order to fully investigate and respond to each customers unique situation. The ******************** Executive Office has opened Case #CMP-7381 for research and resolution of this matter. An Executive Office Advocate has been assigned to the case and will contact the customer directly to address the concerns.
  
  Please feel free to contact us if you should have any questions or concerns during this process.
  
  How to contact us:
  Our office hours are Monday through Friday 8:00am to 6:00pm EST
  Phone ************

  Customer Answer

  Date: 06/04/2025

  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 cant confirm that this has been resolved. We do not have all our money back. We deposited $29,000 & have only been returned $6000.
  
  Our account has been closed and we are still awaiting the return of the remainder of our funds.
  
  So no, its not resolved to our satisfaction.
  

  
  

  

  Business Response

  Date: 06/04/2025

  Thank you for replying to our response.
  
  The customer was responded to by telephone on 5/22/25 with instructions to retrieve the $23,000.00.

• Initial Complaint

  Date:05/13/2025

  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 am the daughter and executrix of my father ****** ******************* We have provided Santander bank ALL documents to show executor appointment and probate and requested ****** B HenneJrs account be closed so we can transfer the funds to **************** estate account. We provided the documentation on 4/18/2025 in person. Santander is unwilling to resolve the issue. States only 2 people in the country handle bereavement accounts and it could now be *****, or more days when initially it was 2 weeks. They will not provide a contact for the department and will not check on anything until 30 or more days pass. We are unable to pay the estate bills without it. No contacts, no ability to follow up with supervisors or main corporate can be provided to us per Santander. We need the account released. We have documentation and have supplied to Santanders all documentation to complete closing out the account.Please help if possible. As of today they say 30 or more days, they are short staffed and cannot give a time frame at all. We would like the process completed asap so we can complete his estate and pay estate bills. We are also unemployed and cannot pay his estate bills and our own bills. There is a hardship issue that we have.

  

  Business Response

  Date: 05/14/2025

  Thank you for forwarding this complaint to us. We are writing to acknowledge receipt of the same and to advise of our next steps for resolution.
  
  It is our goal at Santander to carefully review matters raised by our customers, in order to fully investigate and respond to each customers unique situation. The ******************** Executive Office has opened Case #****** for research and resolution of this matter. An Executive Office Advocate has been assigned to the case and will contact the customer directly to address the concerns.
  
  Please feel free to contact us if you should have any questions or concerns during this process.
  
  How to contact us:
  Our office hours are Monday through Friday 8:00am to 6:00pm EST
  Phone ************

• Initial Complaint

  Date:05/13/2025

  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.

  ******** is a Division of Santander Bank. They created this Digital online high yield savings account product last year apparently which has a lot of glitches. I opened my account on or around March 10, 2025 because they had a Savings account paying 4.40% at the time. I put quite a bit of money into that account which I don't want to make public. Last week on Wednesday, 4/7/2025 I called them up because I was unable to change my new phone number online myself. One of their **** changed it for me and ever since then I have not been able to get into my account with my sign on. They've tried troubleshooting going through the steps every day for the past 6 days and I still cannot access my funds! There are No Branches, No ATM cards and the **** cannot view my account. I opened the account by wiring funds to the account and the only way to access your money is wiring money in & out of your account. They said they cannot close my account by wiring my account balance. I need help in getting my funds out of this ************ account.

  

  Business Response

  Date: 05/13/2025

  Thank you for forwarding this complaint to us. We are writing to acknowledge receipt of the same and to advise of our next steps for resolution.
  
  It is our goal at Santander to carefully review matters raised by our customers, in order to fully investigate and respond to each customers unique situation. The ******************** Executive Office has opened Case #CMP-7036 for research and resolution of this matter. An Executive Office Advocate has been assigned to the case and will contact the customer directly to address the concerns.
  
  Please feel free to contact us if you should have any questions or concerns during this process.
  
  How to contact us:
  Our office hours are Monday through Friday 8:00am to 6:00pm EST
  Phone ************

  Customer Answer

  Date: 05/14/2025

  Although I had to put in a Complaint with the BBB, Santander Bank has resolved the technical issue on my account. I am satisfied,  however as I stated to the Executive Office my concern that it should not have taken a week (not counting the weekend was still at least 5 days) for me to be able to get access to my Bank account. Their response was that they will work with their Tech Team on training them to resolve these issues in a timely manner to ensure Customers have access to their funds.
  
  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:05/13/2025

  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 April 4 I representative for my bank Santander bank. Let me know that there has been fraud committed on my account and that it was gonna lose my debit card and issue me another one would happen is someone charged $90.05 times on the same day at a Lowes in ************ I never go to ************. I did not make these charges. I had my bank card at my possession on the same day that the fraud occurred and made a small payment on that same day. did not make these purchases. My bank said that they did an investigation and someone made the payment with Apple Pay they search my phone in and outto see that I did not have Apple Pay. I have an android phone but they still decline. I went to the bank a second time and spoke to a representative in charge and they looked at the account they said that its definitely fraud to make $90.05 times on the same day at the same place didnt make any sense. **** in the fraud department still refused to return my money. I have a small Social Security check and I need my money. *** had this account for a long time. I believe they should trust the fact that I did not make these payments. please help me to recover my money. I need it badly. The amount is $360 at this time. ***** put one payment back I believe they knew it was fraud. They did the same when intercepted a check in the mail of mine and they saw that someone deposited in a totally different bank so they stole it was $213 they refused to give my money back please help.

  

  Business Response

  Date: 05/13/2025

  Thank you for forwarding this complaint to us. We are writing to acknowledge receipt of the same and to advise of our next steps for resolution.
  
  It is our goal at Santander to carefully review matters raised by our customers, in order to fully investigate and respond to each customers unique situation. The ******************** Executive Office has opened Case #****** for research and resolution of this matter. An Executive Office Advocate has been assigned to the case and will contact the customer directly to address the concerns.
  
  Please feel free to contact us if you should have any questions or concerns during this process.
  
  How to contact us:
  Our office hours are Monday through Friday 8:00am to 6:00pm EST
  Phone ************

• Initial Complaint

  Date:05/12/2025

  Type:Product 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.

  Transaction Date: 11/23/2024 Amount paid to the company/bank: $1,112.00 What did the company promise? Last attempt to receive the credit: 04/03/25. I contacted the ******************* and spoke with Esmerlin. Case No. **********. It never materialized. I kept receiving the same letters with the same information and no consistency!What is the nature of the dispute? It was used at ***********, ************************************* (Time: 5:05 a.m.). I was sleeping and had the *** card with me the whole time. I also live near the branch: ************************************************************************************************************, 5 minutes from my house. When I spoke with ****** ****, I told her, it doesn't make sense for me to go there at that time to withdraw that money."Has the company attempted to resolve the issue? I have tried many times. I started with customer service and opened a dispute. I went to the branch and spoke with ****** **** and ********* ****, with NEGATIVE results. I attached copies for verification.The disputes department (SANTANDER BANK) never responded to the letter sent by the DIVISION OF CONSUMER PROTECTION on February 13, 2025. The last call I made with a representative of said bank was on April 7, 2025; I spoke with ****** ** on two occasions.Thank you for your time.******* E. *****

  

  Business Response

  Date: 05/13/2025

  Thank you for forwarding this complaint to us. We are writing to acknowledge receipt of the same and to advise of our next steps for resolution.
  
  It is our goal at Santander to carefully review matters raised by our customers, in order to fully investigate and respond to each customers unique situation. The ******************** Executive Office has opened Case #****** for research and resolution of this matter. An Executive Office Advocate has been assigned to the case and will contact the customer directly to address the concerns.
  
  Please feel free to contact us if you should have any questions or concerns during this process.
  
  How to contact us:
  Our office hours are Monday through Friday 8:00am to 6:00pm EST
  Phone ************