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 Bank

  3 Huntington Quadrangle, Suite 103S Melville, NY 11747

• 

  Banco de Santander S.A.

  45 E 53rd St New York, NY 10022

• 

  Santander

  2285 W Coutyline Rd Jackson, NJ 08527

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:08/17/2022

  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.

  I noticed only recently, because this fee impacted another payment from my account,that I was in what's called a "premier plus" checking account. The criteria for this type of account is to have a minimum of $25,000 held in or $4,000 deposited in each month,or be penalized $25 each month for not meeting that criteria. I had initially opened my account with them using a standard checking account that does not have this criteria and fees. Some years after the start of the account being opened,I did start a money market savings account which did upgrade my checking to the "premier plus" checking account. Once I decided to close the money market savings, I went into a local branch to do so and to also "downgrade" my checking account,back to the standard checking. Going completely unnoticed by me, over a period of 3 years, I had been hit with 33 fees for $25 because this criteria for a premier plus account was not being met. As I've stated before,I did not notice that I wasn't using a standard checking account, and the fee comes up as "monthly fee" on my online statement, so I wasn't aware it was the penalty from the checking account. I've asked Santander to fix this situation by changing my account to the "proper" standard account and refunding my money for the fees that I believe were taken from me wrongfully since I was kept in that premier account after asking to be put in a standard account! Santander offered 8 fees refunded and $5 which is not nearly what was taken from me! I want all these fees refunded since this was a mistake on their part and this is bad business to keep a customer in a checking account where the criteria is not being met each month and fees are continuously being withdrawn!

  Customer Answer

  Date: 08/28/2022

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

  

  Business Response

  Date: 10/19/2022

  Please see attached complaint

• Initial Complaint

  Date:08/16/2022

  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.

  my account was hacked and i never recived the check from my account account number **********

  

  Business Response

  Date: 09/07/2022

  Please see attached response

• Initial Complaint

  Date:08/11/2022

  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 kept clear communication with this lender in regards to my hardships. Many reps stated, As long as you keep a line of communication with us, your car will not be repo'd. That is what I did. Every call I got from this lender, I answered. When I spoke to 1 **** they stated, you are good, your car will not get repo'd, we will have to notify you before that can take place, ****. The next **** ****** stated, the info that **** gave you was wrong, your car can be repo'd whenever. I was going through so many hardships, job loss, & the pandemic. Finally was transferred over to a rep at the Executive office. ******************** I made a very specific payment plan w/Quadaire. 2 payments, 1 of $1000 & then of $1200, which the 2nd payment fell through due to my employer cutting my payroll short. I made several attempts to contact him without success. I got a call from a Santander rep. I explained to her all hardships, etc, & what payment plan I had with the executive office. She agreed & stated that she was aware of the notes, & made the arrangement for the next week so I had enough time to gather my funds from my employer. From my understanding, all communication was CLEAR as I was advised to do. Aug 3rd, not in my home, my car is gone. I was sure my car was stolen. I call the lender before calling 911 to verify that it wasn't WRONGFULLY repo'd. The rep AGREED that the vehicle WASN'T SUPPOSED TO BE repo'd but a supervisor was not ********* should call Monday to get the car back. I call Monday, the rep was RUDE. I explained everything & got cut off w/ pay off the full balance to get your vehicle back. The option to pay the past due was not given to me AT ALL, w/o consideration of hardships & clear communication I provided.The rep stated that assistance was given in Jan, you dont qualify to pay the past due, pay the full balance to get your car back. So since I asked my lender to work with me during a hardship, I am now being reprimanded with repossession. OBURD

  

  Business Response

  Date: 08/11/2022

  This is a complaint for Santander Consumer USA, not Santander Bank. Please forward to correct company.

• Initial Complaint

  Date:08/09/2022

  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 was banking (personal and business) with ********* for over a year. Never had any problems with them. Then, when my business bank account received our first investment via wire transfer, Santandar immediately shut down my account. The manager of the local branch said it was not done by him, but by corporate via the system. He told me it was most likely because of the wire transfer and that wire transfers look suspicious. It is laughable to me that a service the bank offers is considered suspicious. If I knew that, I wouldve asked my investor for a check but considering I wanted to put the money to use right away, I opted for the bank approved wire transfer. To my amazement, they closed my account without warning or reason and will not stop stating their little rule book we dont have to tell you why. Now, they are demanding that I pay them $15 or they will send me to collection (my account was at 0 before they closed it). So first they close my account and ruin my entire business, then they basically verbally spit in my face by treating me like garbage and not being polite when I called trying to ask for a reason and if it is possible to reverse this, and NOW once my account had been closed they decided to beat $15 out of me. This is not right. They should at the very least not be trying to charge me for some ******** service fee if they prevented me from using their service. They should cancel this $15 and apologize for even trying to collect it.

  Customer Answer

  Date: 08/20/2022

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

  

  Business Response

  Date: 10/21/2022

  Please see attached response.

• Initial Complaint

  Date:08/04/2022

  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 been trying to make principal only payments on my mortgage loan wish Santander Bank. Each time, no matter the payment method used, the payments are applied as regular mortgage payments. The bank has an online payment process that allows you to choose Principal Only payments, but these payments are still being applied as monthly mortgage payments. The result of this is that I end up paying more interest over the course of the loan. I have been dealing with the bank on this for over 6 months and have escalated to the office of VP of consumer loans without satisfaction.

  

  Business Response

  Date: 09/14/2022

  Please see attached response.

• Initial Complaint

  Date:08/03/2022

  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 was out of work during Covid for 4 months. Santander Mortgage offered a forebearance for 12 months due to hardship.I have now been paying my mortgage for over a year.Santander has yet to close or finalize my modification.Everytime I call they send me to loss mitigation **** and they tell me they have sent it up to a closing manager and they will get back to me soon,It has now been over a year and we have gotten nowhere and their only response is for me to call back in 3-4 days and try again. I called them every friday for 6 months straight and waited on hold for hours and was told the EXACT SAME THING EVERY TIME. "Call back in a few days we sent this up to a manager"I have completly given up. This is not fair and there NEEDS to be a way for me to speak to some sort of supervisor or someone who can give me an answer or at least guide me on what I can do to figure this out!I continue to make my monthly payment EVERY MONTH. I have now noticed that as of this month they have reported me as being over 120 days late.This is completely Not fair considering I have been basically begging them to help me close/modify/finalize my mortgage for over a year now.Someone PLEASE HELP!

  

  Business Response

  Date: 11/18/2022

  Please see attached response

• Initial Complaint

  Date:08/02/2022

  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 July 20, 2022 my wallet was stolen at the beach I was at. I then received a text message from my bank, Santander Bank about a fraudulent transaction. I contacted the bank to find out what was going on and was then told that there was a fraudulent check deposited on July 15, 2022 and then multiple ATM withdrawals. The account was blocked pending an investigation. I have now been told that I need to pay the sum of $6000 back to the bank. I could not have deposited said check as I was working a double shift on July 15th. I need help to get my money back I never made this deposit nor did I drive around withdrawing money. I do have witnesses that know I was at work. Please help me I dont know what steps I should take but this is not right, they kept my final paycheck from my old job and put it towards the balance but I never took that money.

  

  Business Response

  Date: 09/16/2022

  Please see attachment

• Initial Complaint

  Date:07/29/2022

  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.

  We have our banking with Santander Bank. We received a cashiers check for the purchase of a boat. We deposited the cashier check on July 13, and the funds were cleared on July 15th. We had reservations about the cashiers check and called the bank on July 15th , July 16th and their fraud department on July 16th, asking to verify the check did in fact clear, and if we should wait longer to ensure the check was good. Each time we were told it was properly vetted and they would never clear check unless they new it was good. The check was noted as fraudulent and withdrawn on July 18th. While this is one frustrating aspect. This is not our current problem. On July 19th, I tried to get into my account and was told it has been frozen. This is their procedure when fraudulent checks are deposited into an account. I was told my account would be released by Friday, July 22nd at the latest. While only my money is currently in my account and this makes no sense to me, it seemed fine enough to deal with for 5 days. To date, my account is still frozen. I am in contact with a manager who has promised to sort for me, but my last email from her yesterday was that she cannot get a response from the fraud department on my account. We are almost two weeks in and my account frozen. I cannot see my account, cannot access my cash, not can I pay my bills. I have tax bills due on Aug 1st and credit card bills due on Aug 2nd. I am totally backed into a corner here. I need my account, with my money to be released to me. No one at the bank can tell me when i can expect to have access to my money again. And when they do tell me dates, they are always wrong.

  

  Business Response

  Date: 10/05/2022

  Please see attached response.

• Initial Complaint

  Date:07/26/2022

  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 received an email and a letter from Santander giving me my account number **********. I never contacted ******************** and would like help closing the account and ensuring that if any charges were made on the account that I am not liable for them. I would like to know if they have any of my personal information (SSN, etc). Thank you, *****

  

  Business Response

  Date: 09/13/2022

  Please see attached response

• Initial Complaint

  Date:07/12/2022

  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.

  Debt with NCB was paid on behalf of contract with Santander. They did not make correction to credit report.

  

  Business Response

  Date: 07/12/2022

  This complaint does not belong to Santander Bank. Please sent to the correct company, Santander Consumer USA. They are two separate entities.