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

  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

• 

  Santander Bank

  3 Huntington Quadrangle, Suite 103S Melville, NY 11747

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:10/16/2023

  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 have an account that has my funds in the bank they have blocked my card I cannot access my funds but every month they are garnished 10$ for bank fees they will not release my funds and continue to hold my money with all my information this is fraud can someone please help me I have tried everything they will not release my funds but yet take 10$ a month in there fees

  Customer Answer

  Date: 10/26/2023

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

  

  Business Response

  Date: 02/01/2024

  We've responded to the customer on 2/1/24 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: 02/08/2024

  [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:10/11/2023

  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.

  its been months that I have been unable to access my personal bank account online while I am overseas. Santander is aware of my situasion that i need to access my accounts on my PC so that I am able to transfer money. The calls that I made make me sick to my stomach I have explained many many times to the customer service call center, tech support and explained the branch manager in ********** ************* ******************************** that I need to access my accounts and she always tried to help but its out of her control. She made me in contact with the online tech support reently they were able to resolve the issue on my app, but not on my PC for some reason are unable to let me into my account. I am seeaking help as I need to make a money transfer at Santander by using my PC device. I need a resolution and cannot wait any longer. The calls are costing me alot because are international calls. It's absolutely unacceptable that in 2023 a bank like Santander can't make calls international and does not allow to add an international phone number on the account, can't resolve this issue and give me access to my money! I request that Santander help me ASAP get access my online accounts and resolve this ISSUE that for months is going on once and for all.Regards,***************************

  

  Business Response

  Date: 11/03/2023

  We've responded to the customer on 11/3/23 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:10/11/2023

  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 June 17th, 2023 I received a text message impersonating Santander Bank inquiring if I made a purchase of $455.36 Reply Yes or No. I replied No. I received a call that showed up as Santander Bank on the phone, his name was *************** calling from Santander. They asked for a one time passcode to secure my account and to be able to talk to me about the fraud. Unbeknownst to me they transferred $2480.00 to a Zelle account. I have never used Zelle in my life, and never added it to my account or know how to use it etc. They promised that they have secured my account. I changed my password later that day. They called me the next day June 18th (Sunday) at 5 a.m. stating my account was locked. After I question them, they hung up on me. Santander has denied me my money back that was stolen from me. This is my hard earned money and if they investigated the tracking of the money ( and researched the email etc to where the money was laundered to and the particular account it transferred to ), they would know with out doubt that I was robbed/scammed, it was Fraud and they broke into my account using my password along with my email from the dark web. This was scam operation. I take this very serious and I am very upset. Account number is ******************. Reference number **********. These thefts broke into my account, password prior to my call again unbeknownst to me. I have filed a IC3 as well along with a consumer report to ************************* Thank you , ****

  Customer Answer

  Date: 10/22/2023

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

  

  Business Response

  Date: 11/20/2023

  We've responded to the customer on 11/20/23 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:10/11/2023

  Type:Billing 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.

  The bank refused to honor their Saving bonus payment to me due to a bank teller miscommunication. I am owed a $300 bonus

  

  Business Response

  Date: 10/18/2023

  We've responded to the customer on 10/18/23 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: 10/19/2023

  [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:10/10/2023

  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.

  The Bank is holding my check for validation for more than 2 business days its been a week coming up . I have been getting the same check for a year and this is the second time my funds havent been avail with bills pending and coming out sending me into an overdraft that they are charging me for . Called three times and its not being explained why . The websites say they give you notifications and I wasnt warned or aware .

  

  Business Response

  Date: 10/18/2023

  We've responded to the customer on 10/18/23 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:10/09/2023

  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 deposited **** into the *** in August 2023. It was not deposited into my account. The *** was immediately disabled for cash and non-functional after it took my money. I called to report what happened and file a claim. One month later after many calls Santander deposited $1,500 into my account. I am still missing $1,000 and my account is now negative. I would like to get the rest of the money that is owed to me deposited into my account so that is not negative.

  Customer Answer

  Date: 10/25/2023

  Santander called me today 10/25 and said that they will not be depositing the $1,000 and that my account will remain in collections. My issue has not been resolved. 

  

  Business Response

  Date: 11/17/2023

  We've responded to the customer on 11/17/23 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: 11/18/2023

  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. 

  Santander has now closed my account and reported it to collections as being $1,000 negative because they still owe me $1,000 from the $2,500 that I deposited into their faulty ***. Santander still owes me $1,000. They only returned $1,500 out of the $2,500 I deposited. I need the $1,000 I deposited to be given back so that the account is not negative, and my account status goes to zero. The *** was broken, and it took the $2,500 I deposited. Santander has only refunded me $1,500 and still owes me $1,000. I am requesting my full refund and not partial. The person I spoke to on the phone said that they will not be returning the other $1,000. That is theft by the bank. I have attached a picture of the *** after I deposited the $2,500 for reference.  

   

   

  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,

  *******

   

   

• Initial Complaint

  Date:10/05/2023

  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.

  Having difficulty resolving appropriation of payment funds when paying mortgage. Santander bank has NOT followed the note/contract. As per Doc 30123 of 101 filed with the county Number 2 states where allocation of funds should be paid. Santander is NOT following this and NOT helping us to resolve this issue therefore hindering Veteran applying for a new mortgage for emergency funds for disabled grandchild. Mortgage is CURRENT and if funds were appropriated properly payment would be AHEAD!

  

  Business Response

  Date: 11/30/2023

  We've responded to the customer on 11/30/23 via letter. Please allow **** business days for mailing. 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:10/05/2023

  Type:Sales and Advertising 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.

  Hello -- Please take me off your mailing list for marketing materials and junk mail. Thanks.

  Customer Answer

  Date: 10/16/2023

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

  

  Business Response

  Date: 11/03/2023

  We've responded to the customer on 11/3/23 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: 11/08/2023

  [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:10/05/2023

  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.

  ****************,My name is ******************************* and my family and I have been loyal customers of your bank for over 40 years.In July I reached out to someone in a ************** to obtain a puppy. It turned out to be a scam/fraud. Over the next week that person drained my account of over $13,000.00, using Zelle, PayPal, Venmo and Cash Ap and tried to set a bitcoin account. The person even tried to contact the bank claiming they were me to obtain my last $2000.00.I have followed all the request of your management and supplied all emails, ******** messages and police reports numerous times to the branch, and your executive office.My lawyer found a similar scam, one using puppies, on the internet today and the phone number is the same as the one listed in my police report. I sent this to *********************** in the executive office as further proof that I have a been a victim of fraud.****** was rude to me and stated "it looks like it is probably fraud but we are not going to overturn it" Then when I asked why my account was not flagged when all my money was withdrawn he said "it's not like I sit and watch your account all day".If this can not be over turned and my money returned to my account, I will proceed with a law suite and contact the news channels Thank you for your time,********************************

  

  Business Response

  Date: 10/30/2023

  We've responded to the customer on 10/30/23 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:09/30/2023

  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 went to Santander bank branch in **********************, pa 2 and a half months ago. I opened an account with them and they told me I would receive my card within ********************************************************************************************** what because I never got it. The manager along with the person who helped me open my account told me to just wait the card will be to my address in a few days. So I waited 2 more weeks now we are a month away from when I opened the account and I still havent received my card so I requested for the old one to be cancelled an have a new one sent out. Well everyone in that bank location kept refusing to cancel the card a mail a new one out so I contacted customer support a they claim they canceled my card a mailed out a new one. Well here I am going into month 3 since opening the account and I havent received one of my cards. I am fed up with this I cant get any money out because I dont have my card. I need something to be done about this and now.

  

  Business Response

  Date: 10/13/2023

  We've responded to the customer on 10/13/23 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.