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:03/20/2025

  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.

  Late charge fee of $48.92 On my loan account I was charged twice of late fee of $48.92. My loan payment is automatically drawn from my checking account every due date. I called several times asking to refund the amount but until this writting no refunds are reflected in my account.

  

  Business Response

  Date: 04/24/2025

  We've responded to the customer on 3/28/25 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:03/17/2025

  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 had to close my checking account. I have a personal loan with Santander Bank, which the payments for are automatically drafted out of my checking account. I called ********************** customer service (at approximately ******** to update my account number, so that when ******************** goes to take the payment out of my bank account, they have the right account in order to receive said payment. The woman I spoke to tells me she can't do this and that I have to call back on the payment due date. I told her that was ridiculous, it needs to be done PRIOR to the payment due date or else the payment will be returned and then I will get charged an additional fee. She again tells me she can't update the account. I ask for a supervisor. She refuses to transfer me to a supervisor. I hang up and call the Southington branch and ask her to update the account information. She tells me to call customer service. I told her the customer service department is useless. She tells me to come into a branch. I decline. I guess Santander is never getting paid again because this is the MOST RIDICULOUS THING I HAVE EVER HAD HAPPEN TO ME. Every other account was able to update this for me, this bank is an absolute JOKE to deal with. I'm contacting the banking commissioner next. WORST EXPERIENCE I've ever had in dealing with a bank.

  

  Business Response

  Date: 03/26/2025

  We've responded to the customer on 3/24/25 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:03/14/2025

  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.

  **March 14, 2025** **Santander Bank** **Subject: Urgent Request for Refund Fraudulent Transaction Reversal**I am writing to formally express my concern and dissatisfaction with the recent reversal of a refund related to a fraudulent transaction on my account. On **February 18, 2025**, I was scammed out of $1,250.00 by a company named *************************. This transaction was unauthorized and was taken directly from my Santander bank account.I reported this fraudulent transaction to Santander on **February 20, 2025**, once the transaction was posted to my account. In response, ******************** issued a provisional credit of $1,250.00 to my account on **February 25, 2025**. However, I was recently notified that this credit was reversed on **March 11, 2025**, without any valid explanation.I firmly believe that this reversal is the result of a false investigation, as I was clearly the victim of fraud, and the transaction was not authorized by me. Given that Santander had previously credited the amount to my account from your treasury, I am requesting that the refund be reinstated immediately.I trust that you will address this matter promptly, and I look forward to your urgent attention to ensuring that this error is rectified. If necessary, I am happy to provide any additional documentation or information to support my claim. Please be advised that I expect a resolution within 10 business days from the date of this letter.Thank you for your attention to this serious matter. I look forward to your prompt response.

  

  Business Response

  Date: 03/21/2025

  We've responded to the customer on 3/21/25 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:03/14/2025

  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 am writing to express my extreme dissatisfaction with the services provided by Santander Bank regarding the handling of a recent check deposit in my account.On 3/7/2025, I deposited a check from a recurring merchant into my account, expecting it to be processed promptly as usual. However, days went by and the check had not been cashed. Concerned about the delay, I contacted your customer service department, only to be informed that the check was still under review and would not be deposited until a week later.This delay has put me in a difficult financial situation as my account balance is now negative, and I have bills to pay. I rely on timely processing of deposits to meet my financial obligations, and this delay has caused me undue stress and inconvenience.

  

  Business Response

  Date: 03/27/2025

  We've responded to the customer on 3/18/25 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:03/13/2025

  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 am writing to formally dispute an entry on my credit report, which I recently reviewed. I found the following account that is not mine and was opened as a result of identity theft:Creditor Name: SANTANDER Opened Date: 4/11/2020 Account Number: *****************I am a victim of identity theft, and I did not open this account. I am requesting that the Better Business Bureau assist in the investigation of this fraudulent account and help ensure it is removed from my credit report.

  

  Business Response

  Date: 03/13/2025

   We have confirmed this complaint should be responded to by Santander Consumer, our auto division. Please forward complaint to Santander Consumer for a response.
  
  

• Initial Complaint

  Date:03/10/2025

  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.

  Made a double payment on March 3rd by mistake because Santander does not give you a payment confirmation. Called on March 3rd and explained to them to not take the money out of my account because payment was already made. They did anyways and made my account overdrawn. I spoke to them on March 3rd and they said I would have the money refunded by Thursday or Friday the latest. Friday arrived and still no ******. Called again and now they are saying maybe March 14th. I told them I am on a fixed income and need my money for food and bills. They just keep giving me excuses and will not refund my money. Extremely unprofessional and poorly made excuses. They were told several times to not take the 2nd payment out of my account and they did anyways and now making me wait for no reason. Can you please help me. This company has some pretty bad reviews and need to be investgated.

  

  Business Response

  Date: 03/28/2025

  We've responded to the customer on 3/28/25 via letter. Please allow 7-10 days for the letter to be received. 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: 03/31/2025

  [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:03/07/2025

  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 text messages in February 2025 from Santander asking me to verify a transaction for Draft Kings for $500. I replied that the transaction was not approved and they declined in on my behalf. When I logged into my online banking account, I saw that there were 2 additional completed transactions for $150 each from the same company. Santander did the right thing, crediting my account during their investigation process. I have never used online gambling on any site in any way, with any card. I never gave the issue any thought after this as the fraudulent activities that happen to my account are more frequent than you can imagine. However, on 3/6 I noticed 2 processed transactions for $150 for Draft Kings again. I was shocked because I have a new card and couldn't imagine how this could've happened. I called customer service and was told they denied my claim so added the charges back. They provided no reason but was told I would receive a call back by 2PM which never happened. Without going into too much detail, the security practices at this bank are severely lacking. I was part of what I assume was an insider type scam last year where they called from a # on a Sunday night saying my account had been compromised. It was not but provided my account information to them even using an automated system appearing to come from them. There is NO security staff whatsoever to call to report or verify any of this activity between Saturday 8PM and Mondays which was why I ultimately gave them my account information as they stated the account was already compromised. After they wired 5K out of my account, not 1 person asked any questions after this incident. They didn't even care that I considered it potentially an inside job or potentially someone who used to work for the company. I am asking you to please assist me in having them return these funds to me. They were the ones who flagged the fraudulent activity in the 1st place and there is ZERO chance I ever used this site

  Customer Answer

  Date: 03/18/2025

  I have not heard from the business in response to my complaint. I am closing both my accounts this weekend due to this, and was hoping they would at least respond. I cannot contact the vendor to get the money that was stolen from me as I have no business with them in any way. Thank you. 

  ******* Muccio 

  

  Business Response

  Date: 03/25/2025

  We've responded to the customer on 3/24/25 via letter. Please allow 7-10 days for the letter to be received. 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:03/07/2025

  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 opened a Simply Right Checking account with ******************** on November 7, 2024, and fully met the promotional requirements. By December 13, 2024, I had direct deposits totaling $5,000 or more, well within the 90-day requirement. Per the advertised terms, once my account had been open for 90 days (which was February 5, 2025), my bonus was supposed to be paid within 30 days, meaning I should have received it by March 7, 2025.Despite meeting all the conditions, my bonus has not been paid. On March 7, 2025, I called customer service and was first told incorrect information by a representative, claiming I was ineligible because I didn't deposit $5,000 as a single transactionwhich is not what the offer states. After proving the terms online, I escalated to a supervisor named *******, who was extremely rude, dismissive, and unprofessional. She talked over me, refused to acknowledge the correct terms, and falsely stated that after fulfilling the criteria, I must wait 120 days before my bonus is even reviewed.This blatantly contradicts the official promotion, which clearly states the bonus is issued within 30 days after meeting the requirements. This is false advertising and a breach of trust.I demand my promised bonus immediately and an additional $1,000 in damages for the time wasted, misleading advertising, and the unacceptable treatment I received from customer service. I expect prompt resolution and will escalate further if necessary. see full complaint attached

  

  Business Response

  Date: 03/17/2025

  We've responded to the customer on 3/17/25 via letter. Please allow 7-10 days for the letter to be received. 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: 04/01/2025

  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. 

  They didn't resolve the issue they continue to lie and make up stories, I still didn't receive advertised bonus! 

  

  Business Response

  Date: 04/01/2025

  The promotion the customer refers to in her complaint was not in effect when she opened her account. However, we did credit her account with the promotional bonus of $300.00, which was in effect at the time of account opening even though a promo code was not entered. See attached response.

  Customer Answer

  Date: 04/04/2025

  Santander is lying. I provided screenshots and ref number that clearly shows that i used 400 promotion, to the bank rep.  I also provided the correct link, screenshots, and reference code to prove it. I spoke directly with a bank **** we discussed this exact response, and I even gave my rebuttal verbally along with the proof. For them to now send this false response and try to close the case is outrageous, especially since they already know its not true. This is blatant fraud and a clear attempt to avoid honoring the promo. Fix it.

   

• Initial Complaint

  Date:03/06/2025

  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.

  For full information, please see the attached word document "Complaint Letter" as this section does not allow for enough characters. At a high-level, my checking account had been compromised, both my debit card and checking account number, which caused a freeze to be placed on my account. The *** I spoke with specifically mentioned that any direct deposits as well as "normal" bill payments (specifically noting payments that are made monthly) would still go through. I left enough money in my account while I was in the process of opening another account, at a different institution, given this was the 3rd time in 12 months my debit card was compromised - please note I never had this issue with any other bank I've done business with. Needless to say, the *** gave me wrong information and all the payments I had planned to come out of the account were returned due to frozen account and I received a late fee and/or return check fee from 5 different creditors. Given the information provided to me was incorrect, I'm requesting the fees be deposited to my account as I should not be responsible for fees because a *** gave me misinformation. (please pull the call from 12/19) Since 12/19, I've called Santander 4 times and emailed 3 times, with no response or resolution, always being promised a call back, but never receiving one. This is the most frustrating situation and expect an immediate resolution from Santander. The only acceptable resolution is refunding or depositing the $158 in fees I was charged form 5 different creditors, AGAIN, because the *** provided misinformation to me. The recorded call from 12/19 will prove this. Call logs/details, along with proof of fees charged and emails sent are all attached. Thanks!

  Customer Answer

  Date: 03/17/2025

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

  

  Business Response

  Date: 03/24/2025

  We've responded to the customer on 3/24/25 via letter. Please allow 7-10 days for the letter to be received. 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: 03/25/2025

  [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:03/04/2025

  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 Dec 12 I received a letter from Santander advising me they are unilaterally closing down my ************* account for *********** ** After 16 years with barely a hiccup, I had an excellent relationship but it all came crashing down and no reason given I understand Banks can unilaterally close an account for whatever reason BUT not only did this cause me unreal hardship as my customers were concerned they thought( I was closing my account and going out of Business? )The reason I am addressing this with your office is because Santander also decided to charge me $99 for an alleged ************* account for my company A) I DO NOT USE CREDIT CARDS and have no intention of doing so B) This was clearly an ERROR on their behalf ( hoiping I would not notice)C) I can't go into my branch office to appeal it / cancel this UNAUTHORISED transaction since I have no standing now as my account is (conveniently closed by them)D) Finally how on earth could I access this so called Merchant account ( even if I wanted to which I DON'T since they CLOSED MY ACCOUNT AND IT IS IMPOSSIBLE to access this account anyway?That is the brief back ground for almost 90 days.. I have called at least 7 times spoken to at least 5 departments including the so called Executive office.Written 2 letters addressed this on line, e mails and phone calls . All they do ea time is open "another inquiry"/**mplaint .and told to wait about 3 weeks while they pretend to "invesitage this". I have 4 so called inquiries .open so far and 0 gets done..**mplaint # ******* *******? Feb 14,**mplaint # ( no number ) Jan 23 signed by ******* ***** Head of Consumer ************** **mplaint # ***** ****** ******** Jan 16 **mplaint # ******.. ******* Jan 5 In addition I wrote a letter (attached) and after 14 days guess what they opened another "**mplaint investigation"Btm line enough already I want my $99 back that essentially was really "stolen" from me by Santanter I want MY $99 back

  

  Business Response

  Date: 03/14/2025

  We've responded to the customer on 3/12/25 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: 03/14/2025

  [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 Santander  Bank and FINALlY  they resololved  my issue

   

  im really glad I reached out to you for your help because that was the only way they were inclined to respond!

   After 90 days of waiting. It took less than 48 hours for me to get a response I received the check for $99 yesterday

   Thank  you very much for the work you do, I am  very unimpressed with Santander Bank. but at least it is over. 

   Thank  you!

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

  
  Regards,
  
  ******** *********