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

  2285 W Coutyline Rd Jackson, NJ 08527

• 

  Santander

  49 E Lancaster Ave Paoli, PA 19301

• 

  Santander

  601 Penn St Reading, PA 19601

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:03/09/2023

  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.

  March 7th 2023 ******** representative Jilbar @ your Santander branch in ******* ** where I have done my banking for the past 10 years, mortgage, kids bank accounts and your sphere credit card was not understanding what I was telling him today about the fraud on my 16-year-old sons checking account. He was rude to me and I was rude back to him. We reported the fraud immediately and blocked ***** s account. ********* sent him a new debit card, they blocked three of the transactions but Santander let the first transaction go through on *********************** account ending in ****. I am extremely unhappy by the way I was treated and I would like this charge $14.95 credited back to my sons account even though your dispute **** chose not give it back to him. Totally ridiculous! Isnt this what banks have insurance for?I have emailed corporate and called, no RESPONSE OVER A $14.95 fraudulent charge to my sons account

  Customer Answer

  Date: 03/21/2023

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

  

  Business Response

  Date: 03/29/2023

  Please see attached response

  Customer Answer

  Date: 04/01/2023

  [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:03/09/2023

  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 dad passed away and I was appointed administratrix of his estate. I sold his house on 2/3. His first mortgage was held by Santander bank. My lawyer reached out to them twice, providing the death very and administratrix paperwork to obtain payoff quotes for the closing. The first time they provided the payoff, the second time when trying to get an updated payoff the refused to provide it. We sent the payoff in for well over what was due to ensure it would completely satisfy the balance owed plus and interest and fees. I received a letter advising me they needed a copy of the deed (which they should already have had from when the mortgage was taken out) and a copy of my drivers license. I sent both to the email provided on 2/22/23. At first they didnt respond. I sent a follow up email and they finally confirmed they received it and that it would take 3 business days to review. Today 3/9/23 I reached back out as I had not received any follow up or resolution. The first response again said they need the deed, I informed them that was already provided in the email chain attached. They responded they needed me to write responding that I was admin. Which I already did and again did. They are refusing to help ensure the lien is released and send back the overpayment to the estate. They have all necessary documents in their possession. I advised I would report them to the cfpb and bbb and they replied these are requirements of the cfpb I forwarded this complaint also to them. I need the over payment and the release of lien.

  

  Business Response

  Date: 04/19/2023

  Please see attached response

• Initial Complaint

  Date:03/09/2023

  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.

  Changed my checking account won't close the account as I asked ...They call it simply right now ...they sent me a hard copy in the mail about it as well as an email saying it would change 3/8...which was yesterday ...I contacted the consumer financial protection bureau and they told them that they were investigating it.What's so hard to investigate? They were given the info to close it bc no one could do it over the phone for me and I'm not paying their monthly fee now bc I don't use the account They need to close it bc the next step is an attorney (my sister ) who will make sure they close it. Also send a check for the 15 cents left there

  Customer Answer

  Date: 03/19/2023

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

  

  Business Response

  Date: 03/29/2023

  Please see attached response

  Customer Answer

  Date: 03/30/2023

  
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business which took them over a month to close a checking account when literally I closed my chase checking account as well this morning and they had no problem closing it in less than 10 minutes.

  As Santander has the right to change their terms I have the right to close my account after those terms -and I already had DCU and ***** Fargo as well..

   

  your own customer service rep last week couldnt believe you had to research an account to close it. Would never do business again with you. Over a month to close a checking account is absolutely ridiculous.

  Please close complaint #******** so I can be done with them once and for all. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:03/06/2023

  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 Friday, December 2, 2022, I went to my local branch to make ***********. The teller explained to me that my account was blocked. I did not understand, in minutes, I was sitting down with a banker who explained that a fraudulent charge was the reason for the block. He explained that transactions related to an **** purchase for $3537.35.I found it and other fraud attempts at **** using the same card for $7634.30 (screenshot attached). I asked the banker if I was charged for the other fraud amounts and he said I did not authorize it. I asked why I was charged if I did not authorize the first charge. The answer was sometimes this happens.The bank gave me instructions to call ****. **** did not waste time and told me that a third party had accessed my account, and they could see I did not purchase the item. They sent me an email outlining this and told me to dispute the transaction with my card issuer (Santander).I took the email from **** called Santanders fraud department and asked them where to send the email. On December 2, 2022 I sent it to ******************************** per their directions. I waited a few days did not hear anything. On December 6, 2022 I sent a copy to my banker and asked him to make sure it gets to the correct department.I received a provisional credit from the bank on December 5, 2022. I never heard anything further from the bank. Not a word. No call, email, or mail nothing!The agent told me that she had no record on file of what **** said. This is where I felt very dismissed, and they handled this matter incompetently. If they did not receive evidence, when would they ask me for an explanation? Why did they not? I feel they just dismissed **** have no reason to believe they are honoring evidence. When you talk to people in claims and disputes nobody has a clue. They are very dismissive.Santanders agents are very naive and incompetent about concepts like fraud and scams. Or they are just patronizing their customers and playing dumb.

  

  Business Response

  Date: 04/13/2023

  Please see attached response.

  Customer Answer

  Date: 04/16/2023

  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.]
  Please see attached response to Santander Bank.
  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: 04/28/2023

  Please see attached response.

  Customer Answer

  Date: 05/05/2023

  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.

  I have never seen this from any other bank. Santander is a bank whose fraud department cannot even receive an email, Santander is not being responsible.Santander botched this up. I feel they know it. Santander is not protecting its customers from fraud. Please see the attached documents to read my response to Santander. Thank You.
  
  FAQ
  
  Regards,

  ***********

   

   

• Initial Complaint

  Date:03/03/2023

  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.

  Santander has been hand in glove with *******, ** ************************* in unethical and fraudulent car loan practices, duplicitous contracts, failure to inform consumers of settlement & a customer service that is dodgy, lacking necessary information to be in compliance with restitution awards. I was fleeced in the ********************* ******* ** Kia ***** I bought my car February 21, 2021. I was pressured into buying a service contract that I could not afford, Which increased the price of the car loan through Santander by $6000 after %17.99interest will be paid. I brought $17,000 cash to table to buy this car. Even still there were multiple credit inquiries. I managed to make my payment very low and then a surprise call after I had already left with the car a week later, DOB employee called saying that there was mistake made on my paperwork and they need to come to my work! They had me re-sign something! Next I knew, my payment went up! As I had just went through a terrible *********** needed help with my credit. They promised that within 6 months of paying the service contract on time, to line 5, act of this would improve my credit, which it did not. I payed a year to cancel line5 contract. Most recently I have fell behind on my car payment. I have requested relief but they keep putting it back on me, Asking what type of relief I would like through Santander another ***** I would like to see my car loan paid off because I never received a refund for the line 5 and I would like to see my title in hand that's the relief I want. Now that I've found out that there was a lawsuit action against Santander and ********************* I'm really injured. I feel stupid and I've been victimized. And now I am suffering financial hardship because of both companies fraudulent and unethical business practices. Waiting on ************************************************************** to contact me is & was a mistake. The fact that they still actively did/do this up to 2021-2023 is mind blowing! They both took advantage of me!

  

  Business Response

  Date: 03/03/2023

  This is not a Santander Bank complaint. Please forward complaint to Santander Consumer USA, which is a different entity and handles auto loans.

  Customer Answer

  Date: 03/03/2023

  [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:02/28/2023

  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.

  To whom it may concern, I wish to exercise my right as a Santander customer. I don't know if this is the relevant HQ branch; please help me get my complaint to the relevant branch. Date: Amount Date Amount October 15, 2021: $15,000.00 December 10, 2021 $10,000.00 October 15, 2021: $15,000.00 December 31, 2021 $30,000.00 October 27, 2021: $10,000.00 January 6, 2022 $35,000.00 November 4, 2021: $20,000.00 January 13, 2022 $13,000.00 November 17, 2021: $40,000.00 January 18, 2022 $22,000.00 I am reaching out to express my concerns regarding the recent incident with Santander Bank. As an elder citizen, I was unfortunately victimized by fraud despite the bank's claims of having exercised due diligence to prevent such situations. I understand that scams are rampant in the US and it is unfair to blame the victim for falling prey to such schemes. The scammers manipulated me into believing that I was making a legitimate trade, and I made payments in good faith. I believe that the true test of a bank's skills lies in their ability to be reasonable with their line of questioning, instead of just calling clients out of curiosity. However, I feel that banks take no proactive steps to change this, and instead blame the victims for their misfortune. In my case, the bank allowed wires to go out without blocking my account or payments. This has left me in a difficult situation, as I now have a loan to repay (evidence of my interest rate has been attached) and no means to do so. My life has become a nightmare after this incident, and I feel that Santander Bank has provided zero to no support in my time of need. My request for reimbursement was rejected, and I am left wondering how people with a long history with the bank should be treated. As someone in their retirement days, I fear that I may be left to rot due to this unfortunate incident. If you can't reimburse me, then can I at least get loan concessions? Thank you for your time.

  

  Business Response

  Date: 03/22/2023

  Please see attached response.

• Initial Complaint

  Date:02/26/2023

  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 purchased a car with Santander as my finance company from Car *** in 07/2020 at the peak of the pandemic with barely any income and receiving unemployment checks. I had no idea the loan that I entered into was a simple interest loan. Santander allowed me to enter into a loan that carried a high probability of default. Santander has profited from me by approving a high-cost loan when they knew I could not afford it. They prey on low-income individuals who they know cannot afford the auto loan that they entered into to collect as much money as possible and to repossess with fees when they know they will eventually default anyway so that they can repeat the cycle with another customer. They never tried to help me after calling in multiple times to tell them my situation. I was never set up on a payment plan. They repossessed my car.

  

  Business Response

  Date: 02/27/2023

  This is not a Santander Bank complaint. Please forward complaint to Santander Consumer, which is a different entity.

• Initial Complaint

  Date:02/25/2023

  Type:Product 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 Consumer USA has illegally put fraudulent information on my credit beuros

  

  Business Response

  Date: 02/27/2023

  This complaint is not a Santander Bank complaint, please forward to Santander Consumer, which is a different entity.

  Customer Answer

  Date: 02/27/2023

  [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:02/24/2023

  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.

  Cosigned on a vehicle for my daughter. I was falsely informed that my name would not be on the tags or registration and only on the loan. I realized that the information that I was given was not true when the title came and the tickets. I then requested Santander to be removed from the title and registration, due to my daughter getting tickets and they were coming in my name. Santander sent me the package to be signed and notarized. I sent the package back and they sent me a letter giving me and my daughter, permission to be removed from the title and registration prolonging the permission. When I noticed to letter had both names on the letter, I called them and asked for the letter to be reissued with the correct information, and they want me to do the process again for their mistake. This request has been since August 8, 2022, and I didn't receive the letter until after October 2022. Today I have not received the corrected copy. I wish to be relieved of this contract. This company is not professional and the service is horrible.

  

  Business Response

  Date: 02/27/2023

  This complaint is not against Santander Bank. The complaint is about Santander Consumer, which is a different entity. Please for to Santander Consumer.

• Initial Complaint

  Date:02/23/2023

  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.

  I am a victim of Identity theft. The Fraudster took out a loan in my name from Santander bank. The amount was deposited in my checking account. I returned the amount to Santander bank in full. However, Santander is still sending me bills on interest that was accused. I have never been a customer of ******************** and tired to explain the situation, however, the investigator on this case refuses to understand this and says that the money is still with me and under my control.

  

  Business Response

  Date: 03/24/2023

  Please see attached response.