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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/21/2024

      Type:Sales and Advertising 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 closed my bank account with ********************** over the phone with their customer service rep ************** I recently moved out of ********** ** to my new location at ******************************************************. Santander Bank had no branches within 50miles of my new address. I had many problems trying to access my cash so I closed the account over the phone. I was told by rep that my balance of $2053.29 would be sent via check to my new address within 10 business day. Its been over 3 weeks and I've called several times without a resolution. I need to get my money returned to me asap.

      Business Response

      Date: 04/02/2024

      We've responded to the customer on 4/2/24 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:03/20/2024

      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 notified my bank (Santander) that the two Zelle transactions totaling the amount ($1099.72) was in fact a fraudulent transaction. The "parties involved identify themselves as my utility company stating that my residential service was in jeopardy of termination unless a Zelle payment/s were provided. However, after being released from the hospital and speaking with the utility service- I was informed that the call and payment were a result of a scam.

      Business Response

      Date: 05/02/2024

      We've responded to the customer on 5/2/24 via letter. Please allow for 7-10 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:03/13/2024

      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.
      Charge Off Template *************************** ************************************************************* Account Number: ***************** To Whom It May ******* at SANTANDER,I believe there has been a mistake involving my account that suggests I owe a debt under false pretenses. This error has led to negative information about me being shared without my permission, harming my financial reputation.I understand that financial institutions are not required by the Fair Credit Reporting Act to report negative information to credit agencies. I have never given consent for my private information to be shared with third parties without my agreement.It appears that my personal information was used without my permission, negatively affecting my credit. This action seems to violate my rights and I suspect it could be considered a serious legal matter.I request SANTANDER to show evidence that I agreed to have my private information shared. If there is no such evidence, it suggests that my information was used wrongly to damage my reputation.Additionally, if my account was reported as a charge-off or in collections, I ask for:Proof of the debt,Audits and certifications related to the debt in line with legal and financial standards,Any errors in billing or documentation related to my account.If you cannot provide this information, I believe there has been a violation of my rights. I formally withdraw any previous permissions that *** have allowed my information to be used without my direct consent.This letter is to ask you to correct the misinformation by removing the negative information from my credit report, setting the account balance to zero, and updating my account status to "Paid as Agreed."This is my final effort to resolve this issue before considering legal action to ensure all involved are held accountable for this misuse of my information.Sincerely,*************************** All Rights Reserved without Prejudice

      Business Response

      Date: 03/14/2024

      This is not a Santander Bank NA complaint. This should be submitted to Santander Consumer for research and resolution. 

    • Initial Complaint

      Date:03/12/2024

      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.
      02/12/24 $40.00 and 03/04/24 $423.51 both fraudulently removed from my Santander Bank account account. Acc. # **********.bank is negligent for when confronted with issues in feb, 2024 about fraud they failed to inform me that the scammers had my account # info and informed me that it was the debit card compromised. resulting in stolen money. after 1st investigation (my favor) the second denied, with no course to appeal, even the branch suggested a lawyer. (they through Zelle under 6 different names tried too transfer funds out of my account.

      Customer Answer

      Date: 03/23/2024

      [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:

      It has been resolved. 

      Regards,

      *********************

    • Initial Complaint

      Date:03/11/2024

      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 have a bank account with ******************** in $4000 inside of my bank account. There is a technical issue that is preventing me from being able to interact with my account either through the app or online they say that theres no way to transfer any money or to get me any access, and refuse to assist me with my situation . A debit card was supposed to arrive at my house and so I decided to wait the full week to be able to access the debit card to then access my money and my account. However, I was told after the week that there was an error with my card getting to me, it did not arrive and I was told that I would have to wait yet another week to be able to get my debit card and they still were unable and refusing to help with getting me the information to get into my account . This is now going to cause late fees on bills for me and affect my financial credit simply because my bank has been holding my money hostage for two weeks and can offer me no resolution other than I just have to wait

      Business Response

      Date: 03/11/2024

      Hello,

       

      After reviewing this customers complaint is about his bank account not auto loan. This would go to our Santander Bank partners. Please let us know if you have any questions.

       

      Thank you ,

       

       

       



      linea

      *******************
      Service Operations Support

      Sr.Resolution Specialist *********************

      Business Response

      Date: 04/08/2024

      We've responded to the customer on 3/27/24 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:03/05/2024

      Type:Product 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.
      In 2023 we received a letter letting us know that the Santander ************** branch was eliminating safety deposit boxing. We closed out our box we were instructed to do in the letter. We had prepaid for the whole year so we were to receive a refund. The refund was promised to be mailed to us by check. It's been over 6 months and we still have still have not received the refund. We'd called the branch ten times and have been promised the refund several times, left several messages, or have been unanswered.

      Business Response

      Date: 04/02/2024

      We've responded to the customer on 3/13/24 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: 04/03/2024

      [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:03/04/2024

      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.
      Enclosed with this letter is a detailed complaint letter addressed to Santander, outlining the issues I have encountered and the necessary steps I expect Santander to take to resolve them.As a valued customer, I have always strived to maintain a positive relationship with Santander. However, recent events have compelled me to escalate my concerns and seek resolution through official channels. The enclosed letter provides a comprehensive overview of the situation, including references to relevant consumer protection laws and regulations.I kindly request your immediate attention to this matter and prompt action in addressing the issues outlined in the enclosed letter. It is my sincere hope that Santander will prioritize this issue and work towards a fair and satisfactory resolution.Thank you for your attention to this matter. I look forward to your prompt response.

      Business Response

      Date: 03/05/2024

      This complaint does not refer to Santander Bank as we are not able to locate a customer with a like name. 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. Thank you.

    • Initial Complaint

      Date:03/03/2024

      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.
      Okay so happens that Santander has a paper statement fee of 3.99 per month. If I recall correctly in the past it was waived when your received social security benefits or some type of financial assistance. Which was good as you need your statement for providing to such agencies as proof of resources. Now apparently the only way to have it waived is if youre 65 or older as they waived it for my mom. However will not for me and that has caused them to portentially lose three loyal customers. Myself, mom, and sister. Although rare & smaller there are other banks that dont charged a statement fee so if it does not get waived for me we all will come close our accounts and take our business else where. I went to schedule an appoint to meet with ************************* @ the Freehold ****** road branch to discuss the matter but she is not available for the next several months. Ive always gone to her and thus far all issues at hand were resolved by reasonable resolutions. Where as almost any other team member just doesnt put in the effort to reach a resolution.

      Business Response

      Date: 04/03/2024

      We've responded to the customer on 4/3/24 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:02/27/2024

      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.
      Under 15 U.S. Code 1666b, Santander must report accurate payment timing. Any negative marks on my credit should be based on factual information. I request prompt correction of any inaccuracies to comply with federal laws.

      Business Response

      Date: 02/28/2024

      Santander Bank cannot find any information on this customer in **.  This complaint may be in regard to an auto loan which is currently handled by Santander Consumer. We would either need more information or the complaint complaint would need to be forwarded to Santander Consumer for a response if it is about an auto loan. Thank you.

    • Initial Complaint

      Date:02/26/2024

      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.
      Commencing on September 13, 2021. I fell victim to two multi-layered scam operations run by a person impersonating **************** D.O.O ******** which involved me making deposits for a total amount of ********* USD from my Santander Bank account to fraudulent investment firm(s).On the the 8th of September, ***** ******* has concluded a contract with **************** regarding providing custom-made windows for the building renovations and received the payment instructions for a wire transfer via email on the same day. Considering that communication between us mostly took place via email, I believe it was intercepted by the cyber criminals. In addition to that, we received another email on the 13th of September allegedly from **************** containing information about changing the bank instructions. Bearing in mind they are our longtime business partner, we acted in accordance with the payment instructions. I have sent a Complaint letter to Santander Bank on September 7th, 2023 about the issue in question, requesting complete reimbursement of my stolen funds, cover damages, and reimburse the expenses for the lawyer I hired back in 2021. However, after much correspondence I didnt reach a fair agreement with them.Please find more details about the case in the letter attached.

      Business Response

      Date: 02/26/2024

      The Bank responded to this customer on 10/20/23 and on 1/16/24 with the same response. Our position has not changed. The customer was advised the Bank considers this matter closed.

      Customer Answer

      Date: 03/08/2024

      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,

      Snezana

       

       

      Business Response

      Date: 03/11/2024

      The bank stands by our last response.

    Santander Bank is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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