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

  10-421-CR1 PO Box 12646 Reading, PA 19612-2646

• 

  Santander Bank

  125 Broadway Somerville, MA 02145-2131

• 

  Santander Bank

  75-15 31st Avenue Jackson Heights, NY 11370

• 

  Santander

  49 E Lancaster Ave Paoli, PA 19301

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/27/2023

  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.

  *** ****************** INC,P.O. ************************************************ Predatory Lending - Please DELETE IMMEDIATELY Santander Consumer USA has recently settled in a ***************************************************************** the settlement, Santander has agreed to relieve all default loans and help repair the credit of individual.I demand that this account /file be deleted, all collection efforts cease and any information about this account/file send to credit agencies / bureaus be removed immediately.I attach a copy of the class action Santander's 33 State Class Action Settlement for Predatory Lending. I request that this item be deleted in a timely manner. Santander Consumer USAAccount # *****

  

  Business Response

  Date: 01/30/2023

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

• Initial Complaint

  Date:01/24/2023

  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 supposedly offers debit card protection against fraud and scammers. I purchased an iphone screen from a Chinese seller on ***** but the seller did not send the item I purchased (sent a different junk item). I first contacted the Chinese merchant, then **** customer service, but neither would honor my dispute due to a system error. The **** rep even suggested I take it up with my bank, so I did.All Santander did was send a request to **** for a refund (which **** already told me they wouldn't do due to the system error). So, of course, Santander's request was denied. I was outright scammed by a fraudulent Chinese seller and Santander did nothing.Adding insult to injury, a supposed upper-level manager "*******************************" emailed me, possibly offering resolution. I called her back at the number she left, several times. but was only met with a voicemail. I left a voicemail, sent an email, and also spoke with a regular phone operator and specifically requested to be connected with *******************************. I was told that ********* was busy but would call me back. It is 2 weeks later and Santander has made no effort to contact me or fix the situation.I am appalled that Santander offers no fraud protection, and moreover that their pattern of bad customer service is systemic.

  

  Business Response

  Date: 03/21/2023

  Please see attached response.

• Initial Complaint

  Date:01/19/2023

  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.

  On Jan 24th 2022 I sold a home owned by myself and my deceased husband in *********, **. The mortgage company Santander Mortgage Servicing was paid the remaining mortgage balance with an owed escrow balance of $734.80. The loan is in my deceased husbands name (****************) but I made all the payments after he passed (including pay off) and made it clear that the amount owed is to be a check written in my name. Since the closing sale of the property, the mortgage company has mailed 2 checks to the ****** of ****** ********* (which is the wrong information) OR has not mailed a check at all. I have called customer service and management multiple times (13 calls and emails to be exact) to seek a correction and payment, but the results are always the same. It is now going on close to a year and I am still owed the $734.80. I will seek legal counsel if not resolved.

  

  Business Response

  Date: 03/02/2023

  Please see attached response

  Customer Answer

  Date: 03/08/2023

  [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:01/13/2023

  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.

  Santander has been reselling a past debt from 5 years ago, in which is against the law. Vehicle was repossessed and debt was sold to another debt collector without any verification on this debt. I have asked Santander to remove this debt numerous of times. You cannot resale a debt to someone without authorization. Im asking that this be completely removed from my credit report effective immediately.

  

  Business Response

  Date: 01/17/2023

  Please redirect complaint to Santander Consumer USA while we are all Santander, it is a separate entity than Santander Bank N.A. 

  Customer Answer

  Date: 01/17/2023

  [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:01/13/2023

  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.

  Santander granted a 6-month forbearance for my mortgage, starting October 2022. I asked several times if my credit would be negatively impacted by the forbearance and was assured several times that it would not. Today (12/9) I was notified that they have reported me as 60 days delinquent to credit reporting agencies. **************** says it will require 30 days to fix. I find this unacceptable.They have dragged their feet in responding to my state housing assistance fund as well; that entity requested information from them on 11/4 and they have STILL not heard back.I emailed today, requesting a notice be sent to credit reporting agencies within 24 business hours that the report was an error. I have no confidence it will be done. I have spoken with great customer service agents with no power to remedy the situation, and the bank stonewalls me with regard to speaking to anyone with power to act immediately. I am positive this is done intentionally.I hope you can help.Many Thanks,*************************

  Customer Answer

  Date: 01/30/2023

  While ******* from the "Executive Office" in ****** called me to say he was working on my problem, I may now lose a career opportunity because Santander is reporting me more than 90 days late on my  mortgage (currently in (supposedly) forbearance).

  I have not heard any resolution from the business in response to my complaint; nor have they stopped negatively reporting (newest report I have run was 1/27/2023).

  

  Business Response

  Date: 02/27/2023

  Please see attached response.

• Initial Complaint

  Date:01/12/2023

  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.

  My husband and I have a joint account with the bank the bank took out pending charges from our account twice the pending payments should have been reflected in our account but it was not we have been loyal customers for years and this Is the first time that they did this we would like a review of our account and to the bank as to why pending charges that where supposed to be settled on Tuesday of this week only now coming out of our account we would like a refund of the amount ***** back to our account

  

  Business Response

  Date: 02/23/2023

  please see attached response 

• Initial Complaint

  Date:01/12/2023

  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 1/7/23 I deposited a check from the ******************* for $9950. On 1/10/23 at 7am the funds were available in the account. Since they were available I made a Zelle payment to my DR to pay for a surgery I am having for $2000. Before the check I deposited my balance was around $1400. At 12pm the bank put a Fraud alert on the check I deposited withdrawing the $9950 from my account. Because of the Zelle payment I had made in the morning the account got overdraft for $555 and change. I called them, I went to the branch and they said there is nothing they could do despite that they were able to verify that I work for the ****************** and that the money was a loan from my 401k retirement fund. They said that the hold could last between 1 day to 8 days without any warranty. They left me with absolutely no money to live until my next paycheck on 1/20 because of what they did. They do not take responsibility of what they did. Till today they money isnt available. I had to borrow money from a friend until this is resolved if its ever resolved. I havent been able to pay for my surgery with the loan I took for it and Im at risk of having my surgery canceled and loose the flight and hotel reservation because of this unfair hold placed on my money.

  

  Business Response

  Date: 03/13/2023

  Please see attached complaint

• Initial Complaint

  Date:01/04/2023

  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 received instructions from a Santander rep telephonically on Dec 16, 2022 regarding the form of payment and address to where payment should be sent to satisfy a vehicle loan. I followed Santander's instructions by getting a cashier's check for $9178.98 which I sent via **** priority to the address provided by Santander. On Dec 17, 2022, a Santander employee signed and accepted my cashier's check. I contacted Santander on a daily basis from Dec 19, 2022 and continuing until the Christmas holiday. I spoke with both Santander reps and a supervisors during such calls. While the supervisors were more forthcoming than the reps, I was given inconsistent information regarding when Santander would recognize my payment to satisfy the note, and when it would notify the credit reporting agencies as to when the note was satisfied. These phone calls were recorded. Despite Santander's promising me that my account would reflect it being paid off on the date payment was delivered (by their employee's signature on the **** priority mailed payment delivery), Santander refused to credit my account accordingly, so that it could make more money via interest payments. Despite my numerous demands to Santander to notify the credit reporting agencies that the vehicle was paid off, Santander said it would take approximately two months to do so. Santander generally reports to the credit reporting agencies near the end of each month. Despite my payment being accepted by Santander on Dec 17, 2022, they would not notify the credit reporting agencies that I had made a $9178.98 payoff payment on that date. This has significantly hurt my credit score because the date Santander accepted payment was later than the due date, among other things. I ask that Santander be contacted, that the billing and credit report be corrected.

  

  Business Response

  Date: 01/04/2023

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

• Initial Complaint

  Date:01/03/2023

  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.

  Once again this bank is stealing money from me every chance they get this is not okay and I want a full blown audit 24/7. A lawyer and law suits to be filed.

  

  Business Response

  Date: 01/03/2023

  This is duplicate to complaint #******** which has not been responded to yet.

• Initial Complaint

  Date:12/26/2022

  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 believe Santander Bank is guilty of fraud. I had gone to the *************** ATM because the bank was closed and the machine was not functioning properly and I inadvertently put another zero which made my withdrawal $5,000 instead of $500. I was therefore denied access to my account. I did follow the instructions that the fraud department gave me and I was still locked out of my account, which the fraud department denies. They told me everything was working fine and to try a different ATM, which I not only tried one but three and had the same issues. I even stayed on the phone with a manager from customer service while I was trying to make the transaction at both CVS on Route 202 in ** and then since that didn't work I went about a mile or so away with the manager still on the phone and tried that ATM. It was completing my transaction, asking me how I wanted the bills dispensed and then went I tried to confirm the transaction it was denied. They kept on sending me on a wild goose chase. Also, they somehow reversed transactions which I never got to the amount of $2,000 which is unacceptable. I have to go on a trip early tomorrow morning and only have $80 and no other way to get money, other than use a credit card which I refuse to do. I also went to Wawa just to make a purchase to see if the chip was working which the fraud department was blaming the issue on and it worked and whoever looked at the card they didn't see any obvious flaw. I believe the fraud department does not want me to get my money and now I am stuck. I want Santander to pull over 4 hours worth of calls to see what I went through. They are employing people that have no clue what they are doing. I reported this complaint to the **************** and the Attorney General as well because I feel this is serious and requires immediate action.

  

  Business Response

  Date: 03/13/2023

  Please see attached response.

  Customer Answer

  Date: 03/14/2023

  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 am not accepting this response because there was nothing wrong with the chip on my card that they kept on blaming it on. That same day I was able to use the card with no problem at Wawa and they said the chip was perfectly fine and they looked at the card and said there was nothing physically wrong with it so why are they continuing to blame it on the chip? The card looks perfectly fine and so does the chip.

  
  

  
  FAQ
  
  Regards,

  ******