Almost two weeks ago, I had closing on a condo. I deposited funds about 10 days prior, and was all set to go. I went in on the Friday to wire the funds to my attorney for the Monday closing. I handed my attorney's sheet, showing the routing number, account number, etc. to an "officer" named Kevin.
Kevin seemed too busy trying to get me to take out a loan, buy insurance, get a CD or something else to pay attention to what was his first priority: my wire transfer. Needless to say, Kevin screwed up the wire, by placing an incorrect punctuation mark in the title of my lawyer's account. This caused the wire transfer to be rejected.
The very last thing I asked Kevin to do was to call me when the transfer had gone through. He never did, however, I called the Bank branch on Saturday, and was assured that it had gone through. On Sunday, I was emailed by my lawyer that the wire transfer was not in. I checked, and it showed that it had gone out and had been returned... the same day, Friday. I called their 24 hour hotline and was told that I needed to call back the next day. 24 hours of "uselessness".
The next morning (a few hours before the closing), I was on the phone to the wire dept. and then to the branch. The manager was able to get this through shortly before the closing, and my anxious, sleepless night finally ended that morning. In their minds, it all ended OK, so what's the problem?
Here is the problem: I asked for her regional manager's name and number, and was directed to a [Redacted]. I wanted to explain how much hassle this had caused me and my lawyer. I called him 3 times, he returned one of the calls and has been mute, even though I called him back. If the regional manager won't follow up, why should I expect anyone to follow up?
Last, but not least, this bank has the gall to charge me 3 times for this wire transfer. Once on Friday for the original wire, once for the returned wire, and once again for the outgoing wire.
1. I've been with Sovereign, now Santander since 1997. Every year or two they send me a letter saying how they're going to charge me a new fee. I call, and they say that letter doesn't apply to me. But after about 8 or 10 of these letters, I wish they would quit jerking my chain!
2. The other side: They implement actual fees with no notice. I do most of my banking online, so I have monthly statements piled up, and unopened. When they say they notified me in my statement, I open my statement for that month, and in fact they have not. This is an ongoing problem, just like #1.
3. I recently moved and purchased a new computer. I no longer can reach Sovereign/Santander (or whatever the hell they're calling themselves this week) online. This latest development is something that will finally push me out of Sovereign and into a credit union. Should have done this a long time ago, but every time I complained Sovereign would erase the fee or fix the problem, and I'd stick around. And within a few months or a year, I'd be dealing with another issue.
I've been waiting for a new checkbook for weeks. Phone calls take at least 20 minutes and get nowhere. emails only say someone will look into it and nothing happens.
This branch elected to install a new, outside ATM machine with a touch screen. The keypad is there but it can only be used to put in your PIN. All other functions occur on screen. There was no information provided to depositors in the mail about this change, or online, or posted on the ATM itself. When I selected a straightforward transaction - "deposit a check" - the screen responded with a "transaction cancelled" and froze - keeping my card inside. It was 7:00 PM and I had to borrow a friend's iPhone, get on the web to find a phone number, and struggle with those folks for 45 minutes - with them claiming there was no way for them to contact the branch manager after hours - that I would have to return to the branch at 9:00 AM personally, to reclaim my card. Customer service is dead and buried. We are on our own, consumers. Sad.
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.