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

• 

  Santander

  1700 Kuser Rd Hamilton, NJ 08610

• 

  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:01/22/2024

  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 had gotten a part time job through my ***** student email. This was July 25, 2023. It was for a store evaluator. So I signed a work contract and the text messages started. That's how I communicated with my boss. Her name was ******************** and she was based in **********. The name of the business was ***************. I was to be paid weekly for $2,490.50. This was to include office supplies, gas and other expenses. The balance would be my salary. Starting a few days later I was to deposit this check and pay "Suppliers". She started to pressure me to quickly clear their check. Or for me to cover it while the check cleared. Things didn't seem right to me. I didn't like doing financial things on Santander's app. I told my boss how I felt but this was the one way to do my job. When I went in person to my bank, to open a new account for my job, they told me that the check was a fraud. I had been scam. My world collapsed. I had no idea the stress and the fight that was ahead of me. I contacted the police and they are still investigating the case. Since this was my job I can not be held responsible for the fake check. It was my job. I did what I was told to do. That's why banks have insurance. I am also filled with stress so much so that it has affected my health. The bank says that out of courtesy they forwarded me some money out of that check. And since I used Zelle this is all my fault. I will not pay back Santander. They can keep the $9 that's left in my locked out savings account.

  

  Business Response

  Date: 02/13/2024

  We've responded to the customer on 2/13/24 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.

• Initial Complaint

  Date:01/21/2024

  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.

  At the end of May 2023, I tried to get some bonds from my safety deposit box but I was not allowed in at that time because the bank employee were going through the abandoned boxes. My box was rented for the past 25 years and my rental year was ending sept 20, 2023. I waited a couple of hours then I was allowed to get in. The customer had trouble with the lock but I took the bonds out and left. When I finally returned to close my box (September 20) I just took everything out and put in bag and signed out with *****************. When I finally went through my items from my box, I was missing two antique diamond rings (grandparents rings) and 6 missing old silver dollars(1800) out of 12. I kept looking for the rings but they were gone, I asked for assistance from the bank to see if I could see camera footage if anyone had entered my box between April til September 20 2023. I have been a longtime customer over 25 years and I always thought that Santander was a trusted bank to keep my money and possessions SAFE.I believe that my box was entered because they thought it was abandoned and things were taken. The bank tells me that they investigated this and closed my request without any explanation. I am requesting to see camera footage .the safety deposit box was in Santander *************************************************************

  

  Business Response

  Date: 01/22/2024

  We've responded to the customer on 1/19/24 via letter. Please allow for **** 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:01/19/2024

  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.

  SANTANDER IS REFUSING TO CREDIT MY CARD. ON DOS 9/18/2023 -09/19/2023 THERE WERE 5 FRAUDULENT CLAIMS 4 RESOLVED ALL BASED OUT OF THE ***********. THEY ARE REFUSING TO REMOVE THIS CHARGE. HAVE FILED A COMPLAINT WITH BBB FOR BOLT 1/18/2024. SANTANDER CLAIM REF 0002092781-001. EMAIL SENT TO BOLT: Transaction 49H4-7KCJ-XMJ4 charge back *************** in the amount of $490.00 completed on 9/18/23 using payment ending **** is truly FRAUD. No one with the name of *********************** with an email address of ************************** lives or ever lived at this address. There is no photo evidence a package was delivered on 9/21/23 or signature that it was received. I didn't order, nor anyone in my household, which is compromised of 5 cats and a spouse, this item or receive it.PLEASE refund my credit card. I have been back and forth on this for months with Santander and they say it's your problem. Please resolve this matter immediately. $490.00 is a lot of money for fraudulent activity.

  Customer Answer

  Date: 01/30/2024

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

  

  Business Response

  Date: 02/06/2024

  We've responded to the customer on 2/6/24 via letter. Please allow **** 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:01/18/2024

  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'm not reliable for this debt with SANTANDER. I do not have a contract with SANTANDER they did not provide me with a contract as requested. Correction to my credit report, I demand this account be removed from my credit report.

  

  Business Response

  Date: 01/19/2024

  This complaint does not refer to Santander Bank as we have no accounts with the information provided. 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:01/18/2024

  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.

  There appears to be a discrepancy in the reporting of late payments on my credit, and it's a matter of personal concern. This issue is having a substantial impact on my credit score, creating difficulties in obtaining loans or securing favorable interest rates. The current situation is directly influencing my financial well-being.Remove the late payment remark and accurately update it to reflect on-timepayments.

  

  Business Response

  Date: 01/19/2024

  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:01/17/2024

  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.

  In 2015 I helped my mom get an auto loan for a car. She had been making payments on the car every month with no issues until her car was totaled in 2019. She put the claim through insurance and then we were told everything was taken care of. The credit report even showed that the loan was taken care of. In 2022, I went to purchase a car for my family, and I was told I was in collections with this bank for $8,000 on the car my mother had. This was a first I was hearing of it because I had never received a phone call or a letter in the mail from the bank. I never received a letter from a lawyer stating there was a judgement against us and that the remaining balance was going into collections. I called to find out more information, but the bank would not speak with me, and I was sent over to collections. I was told the matter will be looked into and all of a sudden it was off the credit report again only to come back at over $5,000. I made several complaints and even called a lawyer to see what my options were. I was told by the lawyer that there had to have been a judgement made against us before a debt collector could buy the debt and there is nothing on file. Both the bank and the collections agency sent me documents after multiple requests, and it turns out they sent my notice to an address I have never lived at before in a completely different county. They even got my last name wrong after I had updated the bank several times during the time my mom had the car. I cannot speak for my mother, but as the co-signer of the car, I should have been updated at any time payments were even a week late yet there has never been any communication. I have lived at the same address for over 7 years and my phone number has not changed. I feel I should not be responsible for this debt since they never updated my information like requested and failed to do what they are responsible for when it comes to obtaining their balance owed. I have been fighting this for a couple years now.

  

  Business Response

  Date: 01/17/2024

  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:01/16/2024

  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'm not liable for this debt with Santander Bank NA. They did not provide me with original contract as requested.

  

  Business Response

  Date: 02/16/2024

  We've responded to the customer on 2/16/24 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:01/16/2024

  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 January 7th santander bank closed my debit card down due to a business trying to take money out my account because I did a survey and the survey didn't go thru completely.. the bank stopped them from making a purchase of ***** and 10 dollars was taking out so they shut my debit card down after to speaking to them on January thee 8th either said they would send me out a new card by that Wednesday after speaking to them on the 8th of January nothing never came now I have other bills that come out of my account that need to be paid which now everything is over due and I lost my credit with afterpay because of there mistake now as Monday the January 15th they told me that my card will be shipped out stand business days which is 5 to 7 business but when I spoke to the supervisor today she said I might not get it until 3 to 4 weeks.. so at this point they confused me lied to me and also wanted to charge me 30 dollars to get it shipped faster which never happened.. so now I'm beyond in my credit payments my afterpay payments bills and everything else because they lied now today they canceled the new card and supposedly sent another one out to be here on Thursday with no charge of 30 dollars.. I was told 2 different things and been waiting on my card and nothing.. also you can't go into the branch and get no card and they wouldn't even give me my numbers over phone and it's my bank account to at least so that my automatic payments can come out and I can pay everything I have no way use my card or nor do I want to put more money in my account like I do every Friday... I have no say in anything I do when it comes to this bank I did not want my account to be stopped or shall I say issue me a new card just bc I said I didn't make that transaction.. months back when opened a new account with xfinity they took money out of my account with out my permission and santander bank did nothing I didn't get an alert or anything but it had be disputed and they did not shut my card down

  

  Business Response

  Date: 02/01/2024

  We've responded to the customer on 2/1/24 via letter. Please allow 7 to 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:01/15/2024

  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.

  On Christmas day I went to make a deposit at the *** first **** but the machine **** ****, the second time I place **** the screen shows **** so I cancel transaction but I only gett **** back, know the bank only give me 150 and want to close the claim and won't give me my money back.

  

  Business Response

  Date: 01/19/2024

  We've responded to the customer on 1/19/24 via phone. If there are any questions, please contact our office at **************. Our hours of operation are Monday through Friday from 8:00am to 6:00pm EST.

• Initial Complaint

  Date:01/14/2024

  Type:Customer Service 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 tried to log into my online account via the internet this morning. I used my correct password and kept being "looped" back to the login screen. After several attempts, I was directed to call customer service at the number provided on this complaint. They are "experiencing unusually long wait times," which indicated to me there may be a problem on their end. After three attempts, 20 minutes on hold each event, I finally got someone who sounded extremely confused. He didn't seem to understand the nature of my problem. This has never been a complicated process before, so I asked if they were having problems on their end. After a very confusing conversation, he asked if he could put me on hold and didn't come back. I called back and waited on hold AGAIN, 20 minutes. I went through the same conversation as before, circular, no resolution, totally confusing. The customer rep got her supervisor to work with me on the problem. The supervisors name is "********" -- she took me through several machinations and then finally admitted the problem was on their end. She told me to try again in a little while and, if I still can't get in, to call back... AGAIN. NO ONE gave me resolution and no one told me the truth prior to the supervisor. I suspect there is a serious issue and that is why they are taking customers around in circles. I spent two hours of my workday morning with them playing games with me. I am NOT a happy customer right now. Someone needs to investigate what is happening... I suspect the system has been hacked and they don't want to tell their customers.

  Customer Answer

  Date: 01/25/2024

  I received a brief call from someone saying they would "investigate" and circle back to me... have not heard anything else.

  

  Business Response

  Date: 02/08/2024

  We've responded to the customer on 2/8/24 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: 02/12/2024

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

   I only spoke with someone one time, a while ago... was told they were going to "look into it" and get back to me.  I have not spoken with anyone since that initial conversation. 

  
  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,

  *******

   

   

  

  Business Response

  Date: 02/20/2024

  We've responded to the customer on 2/20/24 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.