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

  1700 Kuser Rd Hamilton, NJ 08610

• 

  Santander Bank

  3 Huntington Quadrangle, Suite 103S Melville, NY 11747

• 

  Santander Bank

  3 Huntington Quadrangle, Suite 103S Melville, NY 11747

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:06/26/2025

  Type:Customer Service 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.

  My sister was a customer of your bank and passed away on May 6. Unfortunately, she passed without a will, a spouse or any children so I am working through the process of handling her ********* order to establish myself as the administrator of her estate, I need date of death balances for all her accounts. I have contacted a number of other banks and institutions where she had accounts and have received very quick responses with the information I need. However, I have had a terrible experience with trying to get the Santander balances.? I have made numerous calls to the customer service phone number and been given wrong information several times.? I finally reached someone who told me to send documents to the ****************** in ****** (RI-EPV-FFT-2), which I did via priority mail on May 30th .? Since then, I have received no communication.? I again called the customer service phone number and gave lots of information to people who dont seem to know what to do with it.? I asked to speak to a supervisor on 6/11 and was denied.? I have called my sisters local branch office in ******, **. The branch manager has sent internal emails (to whom?) and has gotten no response as of yesterday.? I now see online that if the account was in **, there is a different address to send documents to and I am concerned that the necessary documents have not gotten to the correct people. I called again on 6/26 to their customer service number and spoke to a supervisor who again told me he could provide no information or update on this ******** sister's information: ***** L. ******* Date of birth: ********** Date of death: ******** SS#: *********** Address: ******************************************

  

  Business Response

  Date: 07/02/2025

  Thank you for forwarding this complaint to us. We are writing to acknowledge receipt of the same and to advise of our next steps for resolution.
  
  It is our goal at Santander to carefully review matters raised by our customers, in order to fully investigate and respond to each customers unique situation. The ******************** Executive Office has opened Case #****** for research and resolution of this matter. An Executive Office Advocate has been assigned to the case and has made contact with the customer directly to address the concerns on 6/27/25.
  
  The customer may contact us if they should have any questions or concerns during this process.
  
  How to contact us:
  Our office hours are Monday through Friday 8:00am to 6:00pm EST
  Phone ************

  Customer Answer

  Date: 07/02/2025

  [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:06/26/2025

  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.

  For more than a yr, my 89 yr old mom w/Alzheimer's, receives a blocked call on her cell from ***** at Santander Bank at ************************************************************* When I listen to the *** it sounds like a pre-recorded msg b/c he says the exact same thing in the exact same way every time. I have repeatedly called the branch asking to speak to *** or a branch mgr. I usually get told they're w/customers & can't speak, but they will take a msg & give it to them. I've been told they will make notes or talk to *** so the calls will stop. The calls stop for a short time & then start again. On 6/24/25, there was another VM. I called the branch asking to speak to the mgr. I was put on hold & then was disconnected. I called back & spoke to ****. I guess she was supposed to be the mgr. I told her everything that's taken place. She said he's probably calling about an offer/promotion. She took my mom's name, but never asked for her phone number. As I'm always told, she'll talk to *** & make sure there's a note in my mom's acct. I asked if she wanted the phone # b/c isn't that what she needs to make sure the calls stop? She said yes. Then she said she was checking my mom's acct to see if there were notes already, & as I already knew, there weren't. She said she was adding them. I have sent msgs to Santander thru their website & on FB messenger. I have filed complaints on *** website as well, but the calls don't stop.

  

  Business Response

  Date: 07/02/2025

  Thank you for forwarding this complaint to us. We are writing to acknowledge receipt of the same and to advise of our next steps for resolution.
  
  It is our goal at Santander to carefully review matters raised by our customers, in order to fully investigate and respond to each customers unique situation. The ******************** Executive Office has opened Case # ****** for research and resolution of this matter. An Executive Office Advocate has been assigned to the case and has made contact with the customer directly to address the concerns on 6/27/25.
  
  The customer may contact us if they should have any questions or concerns during this process.
  
  How to contact us:
  Our office hours are Monday through Friday 8:00am to 6:00pm EST
  Phone ************

  Customer Answer

  Date: 07/02/2025

  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 # ********.

  I was contacted by someone asking for sensitive information regarding my acct. w/******************** for verification purposes. I didn't see why they were asking for this information since the complaint has to do w/my mother getting calls and asking for the calls to stop. She is not a primary acct holder with the bank so there was no need for me to provide the sensitive information in order for my mom to stop getting annoying calls from them. 

  I was told they close the complaint w/BBB b/c they handle things themselves and have their own investigation process. Again, I don't understand why the person who contacted my can't just contact the branch where the calls are coming from and tell them to stop harassing my mom.

  Regards,

  ******

   

   

  

  Business Response

  Date: 07/11/2025

  The complainant was responded to by telephone today.

• Initial Complaint

  Date:06/26/2025

  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 file a complaint against Santander Bank regarding an unauthorized account that has appeared on my credit report. Upon reviewing my credit report, I was alarmed to find this account, which I did not open nor authorize in any way.Account Name: SBNA,_Account Number: *********************** Date: **/10/****** strongly suspect that this unauthorized account is the result of the 2017 ************ Breach, which exposed my personal information and made me vulnerable to identity theft. It is clear that this account was fraudulently opened using my personal details without my ********** a result of this unauthorized account, my credit score has been adversely affected. This situation is causing significant distress and is potentially hindering my ability to obtain credit, which I find to be unfair. I am requesting that Santander Bank take immediate action to resolve the matter by:1. Removing the fraudulent account from both my credit report and Santanders system.2. Investigating how this account was opened using my personal information.3. Providing a written confirmation that the account has been closed and fully removed from my credit report.4. Implementing measures to prevent any further unauthorized accounts from being opened in my name.I respectfully request your prompt attention to this issue and expect it to be addressed as quickly as possible. Should this matter not be resolved in a timely manner, I will have no choice but to escalate the issue by filing a report with the Consumer *************************** (CFPB) and other appropriate authorities.

  

  Business Response

  Date: 06/26/2025

  This complaint is a Santander Consumer complaint needs to be responded to by Santander Consumer, our auto division, as it is in regard to an auto loan. Please forward complaint to Santander Consumer for a response. 

• Initial Complaint

  Date:06/24/2025

  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.

  This complaint is for a loan pay off for ********** and routing number *********. We got a payoff amount of $32162.53 directly from their location . We were refinancing our home and this loan was included in it. We call Santander and told them to cancel the April direct payment as due to this. They OKD it. However they overdrew our account by taking the payment and making a real mess for us. No apology or anything but loan was now $31,569.88. They stated they were going to post original check amount and send us a check of the overpayment. They stated that they never received the check. So we called **************** who reissued the check to them. Santander stated they would hold off and wait till that amount came in. However May comes up and guess what, they again took the monthly amount, and again overdrew my bank account. Called again and guess what no record of us ever calling in your records. NONE. They stated new amount looked like $30,471.10. So again in May we discuss the situation and they say check is in the mail , No check, we call again, told five business days, call again, told five more business days, call again same thing plus we will get an email. Called again today 6/2/2025 and stated that we will get an email and that check will be here in 14 days with an email right away. No email but check finally arrives on 6/20/2025-We deposited it, just to get a message today that the check needs to be held and that we need to reach out to Santander as the check is not good. Check amount ******* is what we are owed. Called them, no response, emailed them no response as of yet.

  

  Business Response

  Date: 06/27/2025

  Thank you for forwarding this complaint to us. We are writing to acknowledge receipt of the same and to advise of our next steps for resolution.
  
  It is our goal at Santander to carefully review matters raised by our customers, in order to fully investigate and respond to each customers unique situation. The ******************** Executive Office has opened Case #****** for research and resolution of this matter. An Executive Office Advocate has been assigned to the case and has made contact with the customer directly to address the concerns.
  
  The customer may contact us if they should have any questions or concerns during this process.
  
  How to contact us:
  Our office hours are Monday through Friday 8:00am to 6:00pm EST
  Phone ************

• Initial Complaint

  Date:06/22/2025

  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.

  I have the Santander Ultimate Cash Back card that provides 3% cashback in the first year on a spend of upto $20,000. The card number is ****************. My husband **** ******* got a supplementary card #****************. Santander is only paying cashback on the primary card and not on the supplementary card. I have spoken to Santander and they are unable to show me any terms and conditions that state supplementary cards are ineligble for cashback. The amount in rewards owed to me is approx $60 that Santander is denying. I have dealt with one of the managers at the Santander *******************, **.

  

  Business Response

  Date: 06/23/2025

  Thank you for forwarding this complaint to us. We are writing to acknowledge receipt of the same and to advise of our next steps for resolution.
  
  It is our goal at Santander to carefully review matters raised by our customers, in order to fully investigate and respond to each customers unique situation. The ******************** Executive Office has opened Case # ****** for research and resolution of this matter. An Executive Office Advocate has been assigned to the case and will contact the customer directly to address the concerns.
  
  Please feel free to contact us if you should have any questions or concerns during this process.
  
  How to contact us:
  Our office hours are Monday through Friday 8:00am to 6:00pm EST
  Phone ************

• Initial Complaint

  Date:06/20/2025

  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.

  This is my formal request to address and resolve the unauthorized accounts that are currently listed on my credit report. These inaccurate entries have significantly impacted my FICO score, leading to a noticeable decline that has caused challenges in maintaining my financial standing. I am reaching out to your office with great urgency and respectfully requesting your assistance in rectifying this matter. SANTANDER ACCOUNT no.: ************* DATE OPEN: 05/01/2021 BALANCE: $0.00

  

  Business Response

  Date: 06/23/2025

  This complaint is a Santander Consumer complaint and should be responded to by Santander Consumer, our auto division, as it is in regard to an auto loan. Please forward complaint to Santander Consumer for a response.

• Initial Complaint

  Date:06/20/2025

  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.

  I recently attempted to use my Santander credit card for two under $1,000.00 purchases. With both attempted transactions my card was declined stating Error wrong expiration date or CVV. I contacted my local ********************** branch twice and got nowhere. I then call the phone number on my card twice and the Santander agent stated there was nothing wrong with my card. But there is something wrong with using my card. I spoke at length one of the vendors agents I attempted to use my CC with. The agent stated they see this often when a CC is 3-4 months from the expiration date.I believe that Santander is throttling my use of my Santander CC for payment on purchases above a certain amount. My Santander card works for $150.00 purchases, buying food, gas, etc. but apparently not over a certain amount. This undisclosed action by Santander left me stranded with one purchase.I demand Santander address why they are declining my use of my CC without justification and notice to me.

  

  Business Response

  Date: 06/20/2025

  Thank you for forwarding this complaint to us. We are writing to acknowledge receipt of the same and to advise of our next steps for resolution.
  
  It is our goal at Santander to carefully review matters raised by our customers, in order to fully investigate and respond to each customers unique situation. The ******************** Executive Office has opened Case # ****** for research and resolution of this matter. An Executive Office Advocate has been assigned to the case and will contact the customer directly to address the concerns.
  
  Please feel free to contact us if you should have any questions or concerns during this process.
  
  How to contact us:
  Our office hours are Monday through Friday 8:00am to 6:00pm EST
  Phone ************

  Customer Answer

  Date: 06/21/2025

  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.]

  Santander contaced me with a generic response.  I am not satisfied with their response.  Nothing has been done by Santander to remedy my issue.  Santander's response is to look like they are doing something when they are only delaying a resolution.  Please keep my BBB complaint open until they respond to my issue. 
  
  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: 06/27/2025

  Thank you for replying to our response.
  
  We are currently reviewing your concerns and an Executive Office Advocate has been assigned to the case and has already reached out the customer directly via email as he requested. The customer can reach out to the advocate with questions.

  
  How to contact us:
  Our office hours are Monday through Friday 8:00am to 6:00pm EST
  Phone ************

  Customer Answer

  Date: 06/30/2025

  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. 

  Business continues is lying.  business continues to insist I respond by email.   
  
  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:06/18/2025

  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.

  Santander Bank is reporting a loan account that I did not authorize. This is an unauthorized account created through identity theft. Please remove this account and block any future reports.

  

  Business Response

  Date: 06/20/2025

  Thank you for forwarding this complaint to us. We are writing to acknowledge receipt of the same and to advise of our next steps for resolution.
  
  It is our goal at Santander to carefully review matters raised by our customers, in order to fully investigate and respond to each customers unique situation. The ******************** Executive Office has opened Case # ****** for research and resolution of this matter. An Executive Office Advocate has been assigned to the case and will contact the customer directly to address the concerns.
  
  Please feel free to contact us if you should have any questions or concerns during this process.
  
  How to contact us:
  Our office hours are Monday through Friday 8:00am to 6:00pm EST
  Phone ************

• Initial Complaint

  Date:06/18/2025

  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.

  I deposited checks that my customers have to me , they had different business names as the check name but thats not my fault my customers put in these names , but I signed the back and authorized and they. Confirmed with their banks they sent out the payment with the checks I deposited. Santander has blocked my account with my funds for investigation but its been 2 weeks and still havent heard from the bank I would like my account back or close my account and send out my funds left on my account .

  

  Business Response

  Date: 06/20/2025

  Thank you for forwarding this complaint to us. We are writing to acknowledge receipt of the same and to advise of our next steps for resolution.
  
  It is our goal at Santander to carefully review matters raised by our customers, in order to fully investigate and respond to each customers unique situation. The ******************** Executive Office has opened Case # ****** for research and resolution of this matter. An Executive Office Advocate has been assigned to the case and will contact the customer directly to address the concerns.
  
  Please feel free to contact us if you should have any questions or concerns during this process.
  
  How to contact us:
  Our office hours are Monday through Friday 8:00am to 6:00pm EST
  Phone ************

  Customer Answer

  Date: 06/20/2025

  [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:06/18/2025

  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.

  I recently reviewed my credit report and found an unsecured account from ********************** NA that I do not recognize. The account, opened on November 26, 2019, I believe this may be the result of identity theft. I am requesting that this account be investigated and removed from my credit file if it is confirmed to be fraudulent.

  

  Business Response

  Date: 06/18/2025

  Thank you for forwarding this complaint to us. We are writing to acknowledge receipt of the same and to advise of our next steps for resolution.
  
  It is our goal at Santander to carefully review matters raised by our customers, in order to fully investigate and respond to each customers unique situation. The ******************** Executive Office has opened Case # ****** for research and resolution of this matter. An Executive Office Advocate has been assigned to the case and will contact the customer directly to address the concerns.
  
  Please feel free to contact us if you should have any questions or concerns during this process.
  
  How to contact us:
  Our office hours are Monday through Friday 8:00am to 6:00pm EST
  Phone ************