i've been a sovereign checking customer for 7 years and have always had great service from them. Only problem is that they don't have many ATMs outside of the Northeast.
My daughter just starting off in college, put a bunch of textbooks on her debit card on Amazon.com, not realizing she was about $170 short in the account. Naturally, this resulted in an overdraft fee, $35. That's fine. But Amazon broke the order up into 7 different orders, and charged each one separately as they shipped the books, so Sovereign charged 7 overdraft fees, or $245 total. Although the guy at the local branch agreed that this wasn't right, he had no authority to reduce the fees, and his appeal to HQ was denied, as, "it wasn't a bank error." Clearly, they're more interested in getting their fees than in having a satisfied customer, so they'll have neither.
I am a business customer of Santander USA. I was recently locked out of my account for reasons I couldn't understand, for days. Not simple to resolve since there is no 'log in help' button that gives you instantaneous options for resetting your password. You have to call Business Customer Service within business hours. Over the course of three days, I placed 9 phone calls, made one branch visit and spent 4 hours of my time over a password reset issue. In the 9 calls, I would often be cut off--calling the business number I'd end up in the personal banking number due to 'overflow' and then would be cut off in the transfer back. Twice when I got through, I was promised that I would be sent emails that would allow me to reset. The emails never arrived-nor were they in 'spam'. On a third contact the customer service person admitted they had not been able to get emails through over multiple email clients, had major problems since a website update, and that my log in problem was a technical issue on their end that had nothing to do with my log in attempts. He then promised me a 'special' email that would reflect his escalation of my problem to the tech sector. Again, jack sprat arrived.
I should add that I am generally polite patient and understanding and it is a rare experience for me to alienate customer service staff. However, I lost it on the third day/fourth live contact when once again I was promised an email and denied contact with a supervisor after I explained I had been down that road before and needed resolution now. I told the rep I considered this to be a material breach of my bank contract since I did not have reasonable access to my money. Those are the magic words: material breach! Magically an email allowing me to reset my password appeared 10 minutes later.
It is a password reset people. Not rocket science. I will be changing my bank at the first opportunity.