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

  587 Cabot St Beverly, MA 01915-2509

• 

  Santander

  1700 Kuser Rd Hamilton, NJ 08610

• 

  Banco de Santander S.A.

  375 Park Avenue New York, NY 10152

• 

  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:07/31/2023

  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.

  This business charged off my account more than two years ago . Yet is keeping an account open fraudulently to try and collect interest. They were able to close my checking account but not the line of credit as to fraudulently report to the bureau.

  

  Business Response

  Date: 08/17/2023

  We've responded to the customer on 8/17/2023 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:07/26/2023

  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 Santander Bank, I do not have a contract with Santander Bank, they did not provide me with the original contract as requested.

  

  Business Response

  Date: 11/16/2023

  We've responded to the customer on 11/16/23 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:07/26/2023

  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.

  A call was placed to the company to obtain the pay off amount fro my personal loan on 7/12/23 and the rep advised that the payoff amount was ******. 10 thru 7/22/23 and the payment could be made over the phone. I called back on 7/15/23 to make the payoff payment and was advised the pay off was now ********* with a pay off thru date of 7/24. I requested to proceed with they payment at that time however due to the amount the rep advised it could not be done over the phone. A call was placed back to confirm the payment address on 7/19 and **** advisd the new balance is ******** thru 7/26 and her manager provided the address as I questioned why is the balance changing thruout the through date provided at each call. I was advised once the rep ran a new payoff balance it changes. I questioned that since one was already on file why was the prior balance not honored. Manager was not able to provide a sufficent response. A check was then overnight to the address provided for on 7/20/23 in the amount of *********. I placed a call on 7/26/23 to confirm my payment has been applied to my account and was advised the payment was applied as a reular payment instead of a payoff as such I would be responsible for the additional interest each day as they resolve this issue. As a consumer this is not fair and not sure legal. I am not understanding why I am responsible for the mismangement of their process and bad service. I would like for the BBB to resolve the issue of additional interest being owed between the thru date and the date the payment was received.

  

  Business Response

  Date: 08/23/2023

  We've responded to the customer on 8/23/23 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:07/24/2023

  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 contacted the bank on Friday to pay off my loan. The representative had to process the payment three different times because it was over her limit. Which was fine. I was never informed that because I was making my payment external that I would still be responsible for any interest that accumulated until the payment post at my account. I contacted the bank on Friday to see why the payment hasnt posted. They informed me that the payment to clear my bank by Monday, and the long will be closed by Monday. I spoke with another representative today and he was not listening to my concerns nor my questions I spoke with ***** and she informed me because it was external that the payment hasnt posted and thats the reason why Im accumulated interest. Its very frustrating when I was informed one thing and then to be told another. . I contacted the bank on Friday to see why the payment hasnt posted. They informed me that the payment should clear my bank by Monday and the loan will be closed by Monday. I spoke with another representative today and he was not listening to my concerns nor my questions I spoke with ***** and she informed me because it was external that the payment hasnt posted and thats the reason why Im accumulated interest. Its very frustrating when I was informed one thing and then to be told another.

  

  Business Response

  Date: 08/02/2023

  We've responded to the customer on 8/2/23 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: 08/02/2023

  [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:07/21/2023

  Type:Delivery 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.

  We had a flood in our first floor and homeowners was able to issue us a check within two days - our ENTIRE floor needed to be replaced because it was all continuous. Because the floating interlocking tiles were connected it created huge mountains of floorboards throughout every room. They move when you step on any one piece and my one year old has been getting repeatedly injured - she's just learning to walk and with the unsteady surface it's dangerous. Every day it becomes worse and we're waiting for Santander to endorse the check and send it back in the prepaid priority mail envelope we sent them. We were originally told it was 5-7 days and they've had it for almost a month. Every time I call it starts with "hopefully next week" and when I say it's unacceptable it turns into "by the end of this week" and when I remind them how long they've already had it they promise that it's shipping out today. I've spoken to ********, Art, and one other person who all have different explanations, apologies, and promise all three things above. So it's completely scripted to just get you off the phone and they don't have to actually take any action. When I said I'd be checking tracking information I was told it was shipping out today but probably won't update tracking until next week - so that means we're back to hopefully shipping next week not today. I've been told there's no one else I can speak to, no supervisors, no other departments, no one to file a complaint with. I just have to wait and see when they're going to give us a check that is ours and has nothing to do with them. They literally just have to endorse it and mail it. The floor gets worse every day and because it's our entire first floor we don't have the money to take any steps until we receive that check. All we want is the money that we were given so that my daughter can stop being injured. I cannot believe that they're allowed to just hold onto someone else's money for a month for absolutely no reason.

  

  Business Response

  Date: 08/07/2023

  Good morning ********,

   

  I hope youre doing well. We received this compliant on Friday, but it does not belong to us. I think it belongs to Santander Bank, N.A, because it mentions a mortgage and a check endorsement for house repairs.

   

  Thank you,

   

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

  

  Business Response

  Date: 08/22/2023

  We've responded to the customer on 8/22/23 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:07/18/2023

  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.

  Good evening Have applied for a personal loan with Santander Bank back in 2016, when I applied I asked for a specific due date, when the load approved I was given a different due date, I was not going to sign for it but I was told if I don't the process would take longer so all I needed to do is sign for it and once the loan is booked they would provide me with a due date change form I did need the loan so I went a head and sign for the loan.I went back to speak with the rep and was told I would be charge interest for the two weeks, I told him I would like to file a dispute because that was never explain to me that they would go back two weeks and charge interested have call in several times tey to rectified it and get no help and no where, the Manger call me a liar and down play the situation, the was I have my bills set up that date was not working for me,so sometimes my payment would be a week or two late, also when I went in to make my payment if I make the payment on a Friday at the bank they would not post my payment until the following Tuesday causing it to report to my credit, I had a few **** payment the pandemic came and I had a few more late payments, I ended get about two months behind during the pandemic, have contacted there office speak witha supervisor and explain my situation, he told me how much I owe on the loan, he ask me to pay the full loan payment that was a little over $900 and he would waived all the late fee I have on the account, he also said he would send me a follow email so I can have as a reference that he spoke to me, I went ahead and make the payment, I did not heard back from him however in the email said if they don't need anything else nothing further is require, I check my credit report a month laterly and saw that it said paid in full, but I also saw a $3 balance I try contacting the bank and was not getting anywhere, it was $3 so I took a screenshot and leave it be, check my credit now I saw they have a balance

  Customer Answer

  Date: 07/29/2023

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

  

  Business Response

  Date: 09/26/2023

  We've responded to the customer on 9/26/23 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.

  Customer Answer

  Date: 09/27/2023

  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. 

  [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,

  ********

   

   I would like to know what is the respond, have contacted Santader about three weeks ago and request statements and payment records to prove that all my payments was not post properly and also request that all conversation be pull because ******* have spoken to did not have record of the person who promise they would waived the fee, she have all other records but that one

  

  Business Response

  Date: 09/27/2023

  We've responded to the customer on 9/26/23 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:07/17/2023

  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.

  On 7/15/23 at approximately 12:15PM *********************** refused to provided services to this writer. Writer was scheduled to open an account , along with handling banking matters. Upon arrival, writer was barely greeted by any of the staff at the front desk. When this writer started walking en route to the waiting area; a staff at the front desk immediately asked "Can I help you?" Writer replied, "I had a 12:00PM appointment to open up an account and would also like to handle banking matters directly afterwards." Abruptly, *********************** started walking from a cubicle in this writers direction. In a *****, unwelcoming tone of voice *********************** interjected by stating "I'm sorry, it's late and you will need to reschedule." This writer explained, this would be the only opportunity to open an account ; along with handling banking matters. However, *********************** continuously repeated she wouldn't be able to assist this writer in a firm tone of voice. This writer inquired of the reason for refusal of service; *********************** stated "It's late. Just reschedule." At this time, this writer requested for *********************** business card and immediately contact customer service (*******************************) to file a complaint against *********************** and request to be contacted by the corporate office. This writer felt discriminated against by *********************** ; she was insensitive, rude tone of voice and did not offer options or attempt to provide services. The bank closed at 1:00PM, no customers were conducting business and all staff were available for banking. All employees at Santandar located at ********************************************************* acted in discriminatory treatment against this writer. No greeting, refusal of service. This writer has been banking at Santandar for several years and out right discussed by discriminatory actions and this entire branch will cover for each other on the events that transpired on 7/15/23 at 12:15pm.

  Customer Answer

  Date: 07/27/2023

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

  

  Business Response

  Date: 08/22/2023

  We've responded to the customer on 8/22/23 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.

  Customer Answer

  Date: 08/23/2023

  [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:07/16/2023

  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.

  Santander has taken an extra $220 from my account on may 3rd. The $220 is from a transaction I did on april 7th, At First they claimed that the transaction was on hold until may 3rd but A Representative from Cash proved to a representative of Santander that the money did indeed come out april 7th and that there is no record of these two transactions of $60 and $160 on may 3rd, Cash app only has those two transactions of $60 and $160 for arpil 7th. I put in multiple claims and was denied, wasted multiple hours on the phone explaining the same thing to many different representatives of santander. They recently denied my claim and said that I Authorized the transaction on april 7th, Which I Did, My claim is that santander duplicated those transactions on may 3rd. I have explained that to many employees of santander(Customer Service/By Phone) yet every one there is acting like they do not understand. This all happened because they put my college refund check on hold after already giving me and allowing me to use $225 of it the day after depositing my check, which is normal, but the day after that my account read negative $-208, which they seem to have no record of. You can see by my screenshots of my account statements I did not use my card from april 6th to april 12th because I had to doordash to get my account out of the negative, so my actual balance in between those days was $-208, what shows is the money I would have from the check, Santander calls it a current balance(Potential money not yet available) but my available balance was $-208 because those cash app transactions of $60 to ******* and $160 to *** were complete on april 7th so It should not have been taken out AGAIN on may 3rd, $-208 is What I Actually had until my check was off hold which happened April 14th. How does santander have on paper that the transaction was indeed on april 7th, but that april 7th transaction has been removed from my account statements and only shows those transactions on may 3rd?

  

  Business Response

  Date: 07/18/2023

  Good Morning,

   

  This complaint is about a bank account not auto loan. This complaint belongs to our partner company Santander Bank. May someone please review.

   

   

  Thank you,

  

  Business Response

  Date: 07/18/2023

  Good Morning,

   

  This complaint is about a bank account not auto loan. This complaint belongs to our partner company Santander Bank. May someone please review.

   

   

  Thank you,

  Customer Answer

  Date: 08/01/2023

  I have not heard from the business in response to hearing from them the first time. A manager by the name Of *********** He Would reach out to me Monday and has yet to respond.

  

  Business Response

  Date: 08/24/2023

  We've responded to the customer on 8/24/23 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:07/15/2023

  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 have a non secured loan with Santander.... Another month, another problem. I am a disabled Vet. I get paid on first of every month, except when 1st falls on weekend..... like it did this month of July, I was paid on the 30th of June. Made my monthly payment and received a popup message saying thanks for principal payment. Your monthly payment is still due on your due date. Called Santander and was told I was good. Received email days later telling me my payment is late.... called Santander again... was told had to ask to make my payment my monthly payment. Days later receive text message saying payment is late, called Santander yet again. Was told request to change (or whatever) its pending..... Days later yet another text message saying payment is late.... called Santander again.... still pending, no one got to it yet. I live on an extremely limited budget and can NOT pay another $400!!Every month it is something with this bank. Has been a nightmare since day one! While typing this received yet another email stating my payment is late!!!!I bet you a million bucks they already reported this "late payment" to credit report agencies.

  

  Business Response

  Date: 07/28/2023

  We've responded to the customer on 7/27/23 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: 07/28/2023

  Basically told me it was MY fault for selecting principle payment, yet other option which I think was loan payment was UNAVAILABLE.I was only allow to choose principle payment. And since I was paying my payment early that it was all my fault. If I knew what I knew now, I wouldn't go anywhere near this bank, has been a nightmare. No one knows what the other is doing, and its ALWAYS the customers fault. Thanks for the anxiety attacks (which I never had before dealing with these clowns).
  

   

• Initial Complaint

  Date:07/14/2023

  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.

  This bank continues to send me junk mail despite the fact that I did the optout procedures listed here: ****************************************************************** Also getting into contact with them to tell them to stop is hard. Marketing behavior like this an absolute time parasite on my life and I am fed up with it.

  

  Business Response

  Date: 08/11/2023

  We've responded to the customer on 8/11/23 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.