Business Profile

Holding Company

Santander Bank

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Santander Bank's headquarters and its corporate-owned locations. To view all corporate locations, see

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.

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.
I have contacted Santander Bank more than 4 times regarding a debit card replacement. Due to unauthorized charges, they suspended my original debit card and stated they would send me a replacement. This was back in November. I requested the card to be mailed to ***************************************************************** since I was going to be there for a couple of months. I never received the card. I called a gain when I returned to NY in January never received the card. At this point, I am aggravated and inconvenienced since I have my paycheck deposited to this account and have difficulty accessing the funds. I was able to Zelle payments the same day to my other accounts. Due to them completely deactivating the first card I am not longer able to Zelle myself or contractors which has cost me unnecessary money and a huge inconvenience. In June, I foolishly believed I was going to receive my debit card. Now in July still waiting and so far, I was hit with $170 in overdraft as a result of no longer being able to Zelle myself after completely deactivating my card. I spoke to a supervisor today and she claimed they can expedite the card for a $30 fee. I said this should be waived due to the inconvenience and money lost. She told it will not be waved. I told her I will file a report she said she understand and will make a note on her end. This bank has terrible customer service. I want all Overdraft fees waived due to their negligence in ensuring I had all I need to access my funds without having to transfer money through multiple sources to pay for my daily essentials.
Customer Answer
Date: 07/25/2023
I have not heard from the business in response to my complaint.
Business Response
Date: 08/21/2023
We've responded to the customer on 8/7/23 via 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:07/12/2023
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.
Please put the ESTATE of ************************* as part of my address in all departments including billing so that thier is no more confusion about this property. This needs to be systemwide.I have given the bank the court documents several times stating that I am the lawful hier and executrix of the esate since her death in October 2006. Therefore, I have been responsible for paying all the mortgage payments. All of the checks say from me *****************************. The deed has also recently been transfered in my name in June 2023. On July 11, 2023I got a call from Santander Bank before I could explain that I am the executrix and I could point her to look for the paperwork I was told she can not talk to me without paperwork and she hung up. I called the bank today and tere were no nootes of that call. I have ha this issue with the bank since 2007 . Please put the ESTATE of ************************* as part of my address in the billing department and all departments so that thier is no more confusion about this property. Esate of ************************* ********************************** ** ***** In addtidion. I am concerned that moneys gooten from MASS HAF a government program in the amount of $4645.79 were never applied to my account and therefore additional months were added to the back of my loan below are copies of two corresspondeses when i called Santander the rep said he does not see a $4645.79 payment Hello *****************************, Your case has been approved. A payment in the amount of $4645.79 will be made to your selected **************** Santander Bank, NA .We are awaiting a loan validation record for ******* to finish processing it. If you have additional questions, please reply to this email to avoid creating duplicate tickets. Kind Regards, ******************* ******************** Analyst
Business Response
Date: 08/23/2023
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:07/07/2023
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 filed a dispute for transaction with Santander Bank, which I had an account with until 7/5/2023, to dispute a charge of $500 for Revolute app that transfers money. I deposited $500 into resolute app as my lawyer wanted money transferred through that app for payment. Revolute decided to put a hold on my money and not release it claiming I was part of a scam, which they have no evidence of and kept asking me for personal information and multiple selfies, as it seemed a joke to release so much personal information and I have no idea where it goes to. I asked for the money to be refunded to my Santander account, which I paid the app through and they refused. I asked Santander to file a dispute for services that were not rendered through Revolut app and they rejected my claim. I closed the account and I am filing for a refund against Standander since they processed my payment and it went through Mastercard debit card. Please help me to get a refund through this Santander and Revolut. Thank you
Business Response
Date: 08/02/2023
We've responded to the customer on 8/2/23 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: 08/02/2023
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.
I am not satisfied with the business response as The address is incomplete where the letter was sent to. The correct address is:
**************************************************;
******* ** 07885.
************
This letter will not reach me. Please notify me through phone and letter at correct address above .

Regards,
*****

Business Response
Date: 08/03/2023
The Bank sent the aforementioned letter to the address on her profile which matches the address provided. If additional information is needed, please contact our office at ************ Monday through Friday 8AM -6PM.
Initial Complaint
Date:07/06/2023
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.
My ATM card was swallowed by their ATM machine at their ********* ************* office. They notified me on a Friday at 4:45 PM. Thanking that my ATM card was safe since it was at the bank. I did not have the opportunity to retrieve it Saturday morning. However, there were three fraudulent charges made ion that card. Saturday afternoon. They were in possession of my ATM card! However, they say it will be up to ******************************************************************************************************** possession of!! The total of the fraudulent charges were almost $700 and Im not rich I cant wait 45 days for their mistake and to be told nothing we can do that your account mustve been hacked. Seriously?! Never happened before.
Business Response
Date: 08/15/2023
We've responded to the customer on 8/15/2023 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.
Customer Answer
Date: 08/16/2023
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,
*********
Initial Complaint
Date:06/28/2023
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.
on may 27 i payed the amount of 1.327.62 at a restaurant called STK *** it was processed and completed that day through my bank. now on june 16 a hole three weeks later i was charge again for the same amount that was already processed and completed i have showed proof of a receipt that was take at the restaurant showing my balance was paid for in full. on june 15 the bank charged me for the same amount a day ahead. so the money was taken out my account on monday at 10 o clock for tuesday the next day. i but in a claim with the bank and have summit all documents thats show proof. i paid my bill on may 27. so my bank statements should reflect a payment on may 27 but it doesnt. my claim # is ********** i report fraud going on with my bank account
Business Response
Date: 08/11/2023
We've responded to the customer on 7/5/23 by 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:06/24/2023
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.
They treated me horrible when reporting fraud if theft in account never have I once opened or established its important this be removed rectified for me to have an account each time I apply my account is closed by them as risk or that I previously had accounts opened when I havent even been a customer
Business Response
Date: 06/30/2023
We've responded to the customer on 6/28/23 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: 06/30/2023
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.
They spoke to me rudely
FAQ

Regards,
*******
Initial Complaint
Date:06/22/2023
Type:Order 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 company continues to send me unwanted US postal mail to my home address. I never signed up for or asked for such mailings. Please remove me from any and all mailing lists . Thank you.
Business Response
Date: 06/29/2023
We've responded to the customer on 6/26/23 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: 06/30/2023
[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:06/21/2023
Type:Customer Service 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.
Santander Bank has been sending mail to my address for someone who does not live here and who I do not know. Reaching out via customer support email has not solved the problem. They *********** not stop sending mail to my address. I have lived here for eight years and I've been getting mail for the wrong person for eight whole years. Enough is enough. How hard is it to stop sending solicitations to my address?? Just stop spamming me PLEASE.
Business Response
Date: 06/30/2023
We've responded to the customer on 6/28/23 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: 06/30/2023
Better Business Bureau:

I received a phone call on 6/28/23 in connection with complaint #********. The representative I spoke with was very understanding and agreed to process some forms to remove my address from receiving these unwanted mailings intended for someone else. He also provided me with his name and contact information in the event that the removal is unsuccessful and I receive unwanted mailings in the future. I am pleased with this outcome and consider my issue fully resolved at this time.
I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Sincerely,

*****************************
Initial Complaint
Date:06/21/2023
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 March 3, I attempted to deposit money at a drive through ATM at Santander Bank, located at ************************************************. I performed 2 transactions, and have receipts. On the third, the machine gave me an error, and did not return my money. I waited a bit. I regret that I did not take a picture of the error. I immediately went into the bank, and filed a claim for my missing money, which is around $1,000. I received the estimated money back, but then after a few weeks, they reconciled and said there was no surplus. So on April 17, they took the money back. I noticed, and contacted the bank. I asked for the video of the transactions, given that these were cash. I was shown screenshots of my first 2 transactions, but not my third. The bank is now refusing to help me. They told me to get the police involved. I filed a police report on April 28th, and I brought a copy to the bank. I called a few times after that to check, including today, June 20th. They informed me today that I have to have the police request the video. Since it is a civil matter, the police will not get involved, and the officer advised me to contact the attorney general and better business bureau.
Business Response
Date: 07/05/2023
We've responded to the customer on 7/5/23 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:06/12/2023
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.
My card was lost when my car was repod, it was left in my vehicle. I reported the card as lost, the company is stating my debit card (previous) is all that is frozen, However, I am a handicapped veteran this is ALL and my ONLY money, I have no food, no medical care, no phone now because they are refusing to let me access my ENTIRE BANK ACCOUNT. I live OUT OF STATE from this bank due to prior military service. I have no money, no food, no phone, I cannot pay MY RENT! they will not allow a single transaction and are FLAGGING ay money i try to send to myself to buy FOOD! my husband is an actively serving service member who had a stroke last year. this is UNJUST! to allow your customers to SUFFER for NO REASON. wont even pay my phone bill so I can get MEDICAL CARE call the VA. I will be leaving this company BUT I NEED ACCESS TO MY MONEY TO OPEN ANOTHER ACCOUNT! BUY FOOD, MEDICATION... UBER TO MAJOR MEDICAL CARE.
Business Response
Date: 06/12/2023
Hello,

This complaint seems to belong to Santander Bank. Please let us know if you have any questions.

Thank you ,

*******************
Service Operations Support
Resolution Specialist Complaints Management
Executive Office
************ | ************
*******************************************
Business Response
Date: 06/27/2023
We've responded to the customer on 6/27/23 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.

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Santander Bank is NOT a BBB Accredited Business.