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:02/09/2025

  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'M GOING TO GET STRIGHT TO THE POINT BECAUSE MY EXPERIENCE WITH THIS BANK AND CUSTOMER SERVICE HAS BEEN THEE MOST DISRESPECTFUL I'VE EVER HAD. MY LAST CONVERSATION WITH A GUY FROM THIS BANK I DIDN'T EVEN WASTE TIME I CALLED IN AND ASKED RIGHT AWAY TO SPEAK TO A SUPERVISOR. I WAS ASKED IN A NASTY ARROGANT AND EVIL MANNER. WHY DO I WANT TO SPEAK TO A MANAGER "THEY AIN'T" GONNA DO NOTHING NO DIFFERENT, AND "I AINT' GETTING ANY REFUNDED FEES, AND "WHO DO I" THINK I'AM CALLING IN ASKING FOR FEE REVERSALS. LIKE WOW THESE ARE THE PEOPLE THIS COMPANY HIRES. AND I FOUND IT EVEN MORE INTERESTED THAT MY ACCOUNT CLOSED THE NEXT DAY WITHOUT A WARNING. NO LETTERS NO PHONE CALLS NO TEXTS, AND I'D BEEN TRYING TO FIX THIS ACCOUNT AND ALL THE ISSUES FOR QUITE SOME TIME. I'VE ASKED FOR THE CALLS TO BE LISTENED TOO SEVERAL TIMES, AND ALSO FOR THE TIMES I WAS ANTAGONIZED AND BECAME EXTREMELY UNPROFESSIONAL MYSELF. EVERYTHING STARTED OFF WRONG AND WITHOUT NO LEGAL WARNING MY ACCOUNT WAS CLOSED AND IT DID'NT MATTER IF I CALLED TO ASK WHERE THE ADDRESS WAS I WAS SCREAMED AT OR TALKED TO IN A NASTY WAY. NOT ACCEPTABLE.

  

  Business Response

  Date: 02/13/2025

  We've responded to the customer on 2/13/25 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: 02/13/2025

  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. 

  [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.]
  I received an email yes, to call the bank which I'm confused by because that's why we're in this mess because this bank never cares enough to call me to fix anything. I'am NOT playing phone tag with this bank as I've already done for OVER a year.
  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,

  Kareba

   

   

  

  Business Response

  Date: 02/18/2025

  The response states that our response was mailed to the customer. He should wait to receive the response in the mail.

  Customer Answer

  Date: 02/19/2025

  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. 

  [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,

  Kareba

   

   

• Initial Complaint

  Date:02/03/2025

  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.

  Back in 01/04/25 I deposited two checks at ******. I tried to deposit the check digital but I didn't get no confirmation that the checks cleared. So I deposited the checks physically. On 01/07/25 the account hot put on hold for fraud. They decided to close my account they won't give me my money back. I been going up there every since the 7th of January 2025.

  

  Business Response

  Date: 02/11/2025

  We've responded to the customer on 2/7/25 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:01/30/2025

  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.

  This complaint is in regards to Openbank, a virtual bank owned by Santander. The bank has no technological means to protect assets from fraud by stop payment. They freeze the account, then do not show transfers of money that were conducted by the owner prior to freeze. I am owed $500 plus the latest interest accrual. They are masking the transfer with an information technology page down view. Luckily I have photos directly after my transfer request on the site to prove. Their actions seem scammish - lack of transparency. **************** is showing that the transfer transaction completed on their end but Openbank is not showing up with the money in the account.

  

  Business Response

  Date: 02/11/2025

  We've responded to the customer on 2/11/25 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:01/30/2025

  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.

  On January 29th 2025 I applied for a Santander **************** Account online. To do so, I submitted my personal information including a picture of the front and back of my driver's license, my cell phone and address. My application was illegally-denied. I meet each and every requirement to open a bank account in the ***, and in fact I have 4 four bank accounts in the ***, and no others in the rest of the world. It is of my highest concern that Santander Openbank now has my personal information that may be used for illegal purposes. It is of my highest concern that Santander **************** is purporting illegal business practices.

  

  Business Response

  Date: 02/10/2025

  We've responded to the customer on 2/10/25 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:01/18/2025

  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.

  To Whom It May Concern,I am writing to inform you that after recently reviewing a copy of my credit report published by your company, I identified several inaccuracies. The accounts in question are outlined below:SANTANDER Account #: ***************** Balance: $15,531.00 Under the Fair Credit Reporting Act (15 U.S.C. 1681g), I am requesting copies of all the documents currently in your files that were used to verify the accuracy of these accounts. Please provide these documents as part of your response to this letter.I ask that you refrain from replying with a generic statement that the accounts have been verified. Instead, send me the specific records you have on file that support their verification. If no such documentation exists, I request that the disputed accounts be deleted from my credit report immediately, as required under Section 611(a)(5)(A)(i) of the FCRA.Including unverified or inaccurate items on my credit report and sharing this information with third parties negatively impacts both my creditworthiness and my reputation.

  

  Business Response

  Date: 01/21/2025

  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:01/15/2025

  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.

  About 6 months ago my bank statements were no longer displaying an image of my written out checks on them. I thought it may be a new nonsense thing. I then checked with my mom and hers still have the checks on it, so I contacted Santander and they said they be looking into it, well a month following that my statements still do not show the image of my checks. Now, this month it shows no image on the statement where the checks belong. As shown on the attached file. Some months nothing at all is shown. I just dont understand or get it, nor do I know whats going on but I do know Santander needs to get it together and get this corrected because my checks are supposed to be on my statement(s). Another issue I have is that I am getting separate statements for my checking and savings account. When I want the combo statement of both accounts on one statement. Its another thing Santander Bank seems not to be doing anything about. Which is crazy because to save on paper, I assume average customers arent entitled to paper statements unless they pay a monthly fee. Myself and mom are exempt from that craziness thank goodness. But, yeah Santander wants to cut cost spent on paper but yet they send me separate statements verse combo when I want combo.Its frustrating especially the not receiving the check images on my statements. Hopefully this go round it gets corrected once and for all! Santander just find out what the problem is and fix it, dont bother taking time out to call me to discuss anything its all here in black & white so again just figure out the cause of the problem and get it corrected! Thank you!

  

  Business Response

  Date: 01/16/2025

  Mr. ********* already has case #******** open which is in process.

• Initial Complaint

  Date:01/15/2025

  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.

  Over charged on interested, hidden fees and wrong monthly payment. I've made on time payments for months and I keep getting a late payment notice. It's affecting my credit score badly and I need this fix asap.

  

  Business Response

  Date: 01/16/2025

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

  Customer Answer

  Date: 01/22/2025

  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. 

  [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:01/08/2025

  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.

  On 12/30/24 I have set up a transfer to the dealership as a payment for a car from my Openbank by Santander savings account. At 9AM I called the bank, got the managerial approval and was told that usually it will get thru in 1 business day, my account was immediately charged - they won't make outgoing transfer due to "frequent fraud". My car contract said that payment should be made during 3 business days, otherwise my deposit will be forfeited. On 12/31/24 I called the bank and was told to wait at least 3 business days or longer. My calls to the bank on 01/02 and 01/03/25 resulted in the same replies. Then I've got in the pending transactions: "the payment chargeback return" and they started to blame me for my "wrong account". I was forced to wire money from my another bank for $25 fee to the same account number and the dealership received it in 1hr. Then I talked to at least 3 ****, requesting to talk to a manager: all of them filed a request on my behalf for a managerial call - needless to say that no one called. When I told that I'll close my account and move my funds somewhere else, I was told: "do you need any help to close?". I'm leaving aside that they held my initial deposit for 7 business days ("money are travelling via ACH network") effectively stealing my interest income. There are plenty complaints that it is almost impossible to withdraw money out. As a result, due to the bank negligence I paid $25 fee to my other bank to do the same operation.

  Customer Answer

  Date: 01/19/2025

  I have heard from the business in response to my complaint. They clamed that the *************** returned it due to "unknown account" - a complete lie. My other bank had wired money to the same account in just 1hr without any problem - I have a proof (attached)

   

  Thank You.

  

  Business Response

  Date: 01/21/2025

  We've responded to the customer on 1/21/25 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: 01/22/2025

  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. 

  [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.
  Firstly, the Bank blamed me for making mistakes in the recipient's account number, now they, without any merit or any proofs, blamed the *************** (my recipient's bank), who returns the money as "unknown account". Once again, I was able to talk to BoFA and they easily found the account; my other bank transferred money within 1hr (I provided the transaction printout). The Openbank by Santander had never addressed their customer service failures: even when my money were returned on 12/31/24, on 01/03/25 they continue to tell me to wait longer. In despite my 3-4 requests no managers called me. They failed to follow my instructions on the services offered by the Openbank, almost let my $1000 deposit to be forfeited by the merchant due to failing to transfer my money and caused me financial losses.
  FAQ
  
  Regards,

  *********

   

   

  

  Business Response

  Date: 02/04/2025

  We've responded to the customer on 2/4/25 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: 02/05/2025

  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. 

  The Santander bank without providing any proofs places its own fault on the corresponding ***************. I personally called the ***************, provided to the *** the account number, listed in my transfer request, and they immediately found the account; furthermore, once again, my other bank had transferred to the same account without any problems within 2 hrs. While my money have been returned to my account on 12/31/24, the Santander's employees even on 01/03/25 insisted that I should wait longer, because the transfer takes at least 3 business days. It is also lies, because in fact, as they blame the *************** to return it, my account at ******************** was charged (transferred out) on 12/30/24 and returned on 12/31/24. As per Santander, it should have taken 3 business days to reach the *************** and another 3 business days to get back to Santander. In contrast, the *********** recently delayed all transfers due to its external operator's fault and now compensates all their customers losses due to delays.
  
  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:01/06/2025

  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.

  Openbank by santander has unfairly blocked my account and held my money And refuses to help me. I've tried calling many times no one can help. They just keep stalling me. I ask for a supervisor and they say they'll send a request for a call back, multiple days have passed and no call back had been received. Meanwhile over $100,000 of my funds are blocked from me for no reason. I am late to pay my mortgage and other transfers I need to make. They have given me time frames for when my account will be unlocked but they've passed and the account is still blocked. Each time I call they submit another request for a manager to call me back with another longer time frame. They haven't given me any solutions or advised what I need to do, they just say wait for a call back from a manager. I thought santander is a reputable bank but apparently not...

  

  Business Response

  Date: 01/15/2025

  We've responded to the customer on 1/15/25 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:01/02/2025

  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 October 28, 2024 I recieved a text from Santander Bank asking if I authorized three seperate charges to **** Eats totalling ******. I relied NO, immeditaley called the bank to put a hold on my card since it was compromised. Was told by the online agent that the charge would not go through. The charge goes through, I call the bank and told I need to resolve with ***** I call **** (which I do not have an account or have ever used) and they do not assist me. I call the bank back and no ne is able to help me. They actually told me to go to a physical branch, which I did. that bank told me to call the Fraudulent charges claims department at Santander (which I did and refereed me to physical branch). The bank is unwillingly to assist me, despite immediately putting a hold on my card, disputing th etransaction and getting a new card issued. The merchant has no idea what I am talking baout, since someone used my card number to make the transaction. I want a refund.

  

  Business Response

  Date: 01/02/2025

  Hello, 
  
  
  This case belongs to our partners on the bank side. May someone please send this to them. Please let me know if you have any questions. 
  
  Thank you , 
  
  
  
   
   
  *** ******
  Service Operations Support 
  Sr.Resolution Specialist Complaints Management
  Executive Office 
  ************ | ************
  *****************************
  

  
  

  

  Business Response

  Date: 02/24/2025

  We've responded to the customer on 2/24/25 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: 02/25/2025

  [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,
  
  ******* *****