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North Middleton Branch

921 Calvary Road
Carlisle, PA, 17013

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Santander Bank Customer Reviews

SovBank17's Profile Image

Reviewed by SovBank17

Aug 6th 2014

Great Customer Service in Hopatcong!

I have been with this bank for over 30 years, through a few changes in bank name, and have always been happy with my treatment. We have used a variety of their services, including loans, CDs, checking and saving. I used to live in town and knew most of the tellers and managers. When we moved away 9 years ago my husband and I kept our accounts with the bank since they had a branch at our new location in another state. It was a seamless transition, and I could always call Hopatcong to get great response to my questions. A few years ago I made a big mistake in our checking account that could have resulted in costly charges. A quick call to Hopatcong and a talk with one of the managers straightened out the problem immediately. I was grateful for that kind of service, and decided to never leave this great bank. They might have changed their name and logo, but it's still the same friendly faces/voices at this location.

Although I stay with this bank for their wonderful customer service, I also LOVE, LOVE, LOVE their Bill Pay and Extra 20 services.

Is this review helpful? ▲ Yes 2 ▼ No 1

KailaS's Profile Image

Reviewed by KailaS

May 2nd 2014

Not Great

I was with Sovereign, certainly going down hill at the end, when Santander took over. I do not think Santander sweats the details. So many little issues have been problematic. For instance, I tried online to order checks; they never came. I then had to order the checks twice--at the window with the help of a teller--before the checks finally came. I had a similar problem with turning down "overdraft" protection. How many times can I say, "No," "No. Thank you," and similar statements to someone on the phone?

The Sphere credit card, prompted initially at Santander, is laughable. I needed three calls and an online request before I could get an extra credit card for another user. Although I was promised the card in ten days, I had to wait for over three months. Only after my third call, did someome notice that there was a computer issue. Once Alex was involved, she called me back, told me the issue had been resolved, and I had the card in about a week.

A barrage of new tellers who do not know me, an array of new rules about how to fill out banking slips, and out of order ATMs on the weekend helped to fuel my annoyance. Maybe I just am becoming less tolerant of poor service.

Billpay seem to work well online and I like the Mobile App for my iPad. I also have always had polite folks on the other end of the phone, and just this week began noticing phone calls, greetings when I enter the bank, and even smiles when my banking transactions are finished. Perhaps training has finally kicked in.

I am suspicious of all of the "new" accounts that seem to change every six months, and I cannot get the Sphere Card automatic payments ever to be withdrawn properly from the Santander site. Santander should have hit the ground running when they officially took over. I think they are beginning to offer a little more service or maybe I am becoming immune to the issues. But a few individuals seem to be trying a little bit lately to make the transition better for customers. Finally.

Is this review helpful? ▲ Yes 3 ▼ No 0

gocreditunion's Profile Image

Reviewed by gocreditunion

Nov 7th 2013

Is it any coincidence that "Satan" can be spelled from the name of this bank?

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.

Is this review helpful? ▲ Yes 6 ▼ No 0

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