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November 2023 by Cristina M.
Santander bought my mortgage from another company. I contacted them to remove PMI (as I was below 80% it was supposed to be automatically dropped). A letter from their agency agreed, that indeed I was at 73% and the PMI should not be in place. Indicated that in order to remove PMI I would need appraisal. Follow-up call - spoke to a representative who stated ' I don't know why you have to have this done, but this is the fee'. I paid the $450 fee (sent WITH tracking) and they cannot locate my package (after tracking indicated they have had it for a week). I called them on the 10th and was told they JUST found the package while on the call and dated my payment, in their system, as 11/10 and not the real date they rec'd package (11/3 @ 9:43 AM). PMI is finally removed successfully and I ask, for a second time, to have escrow removed as it was denied the first time due to PMI in place. NOW they want a $406.45 escrow waiver fee for that to be considered. Say it is status quo (except that it is not listed anywhere in my original loan paperwork about such) Nor have I ever paid such fees to other companies. The best is that they are saying even after my escrow is successfully removed from their office (after they receive their extortion fee of $406.45- which is what I will consider it as) I am to reach out to them quarterly (after paying my taxes) and yearly (after paying my Home Owners Insurance) with receipts to PROVE I was successfully able to do so. I am not sure if this bank is confused or not, but I totally don't need to be robbed of my funds for their made-up fees and/or need to prove that I can successfully adult and pay my bills. In all my years of having properties and dealing with multiple banks, this is by far the WORST experience I have ever had with a mortgage company. Not to mention the 'rules' they have put into practice don't even exist with other lenders.
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November 2023 by Annabelle Valentin
Every time I go, I'm helped immediately w/no wait, and everyone there is Xtra courteous!
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March 2023 by Salvatore Scuderi
Always helpful.
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February 2022 by WILLIAM SWAIN
Manager and tellers always extremely helpful
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October 2020 by Jonathan
Mr Still, branch manager went above and beyond to give me customer service today.I appreciate the effort very much.Thank You
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May 2020 by Joanne Merriman Miller
Best service ever!
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August 2019 by Cassandra Palaghesha
Stopped to deposit a check. Very friendly and professional staff. Nice environment. 5 stars
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June 2019 by Pat Murphy
My experience with the people on the site in westmont has been 100%. Friendly confident. They seem to have a constant problem with their electronic back office. More than once I have found they are back office is incompetent and their electronic procedures are 20 years out of date. It is only because of the friendly and competent people on the site do I continue use this Bank
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May 2019 by Elle Jay
I honestly do not know how this place is still in business, my direct deposit was suppose to be in my account today however it is not and NO ONE can rectify this issue! Instead I am being inconvenienced because of a damn signature card which they should have received! To top it all off these neanderthals refuse to answer my questions or even contact me so I have to wait until Monday to fix an issue that should have NEVER OCCURRED!!!!!!
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April 2017 by Kim Quaranto
Very cold atmosphere. I've been there on several occasions and I was made to feel unwelcome.
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February 2017 by Kevin J.
I tolerated a deterioration of customer service by phone for awhile, but I've moved on from this bank for good. They apparently wanted conscientious customers like me gone. Last year they relieved themselves of the extra20 program which they viewed as a liability, instead of a loyalty program. They used to pay me $240 a year to be an active billpay and directdeposit customer, which was an arrangement that coudn't be beat. The literature I got when signing up indicated that it would net me as much as $1200 within five years, but they only kept the program open for a much shorter duration as an experiment. Because instead of phasing it out or grandfathering it out, which is what the manager told me they would be doing (I was "lucky" to have been grandfathered in before they retired it, he said), they cancelled it within a few months on very short notice. About the same time they "upgraded" the ATM, so now it no longer dispenses $10s. I used to really enjoy the feature of getting occasional small bills, but they took away that flexibility. They also charge $3 on top of what other banks charge, so a foreign ATM fee can be as high as $6 for a $20 withdrawal! This is a dealbreaker and caused me to have to sign up for a secondary checking account with a much friendlier bank for all my regular ATM activity. They nickel and dime you to death. They posted a sign in the branch one day that effective immediately, counter checks and such would cost $10. I haven't shopped around for this service in awhile, but do know that at least one credit union provides these for free, and I know other banks certainly don't add fees that weren't in their member agreement and "inform" the customer on a posted up piece of paper, instead of formally by mail. Last straw was when I went to close my overdraft account to avoid the renewal fee. The customer relationship manager told me point blank that he would not close my account without deducting the $50 fee, which he claims was past due. I had it on good authority that the first year account fee was waived, so I called on the phone and got corporate to reverse the renewal fee instantly. Seeing how difficult it was to get corporate to take my side on any issue during my four years I had an account there, I was apparently right about the $50. I closed my account then and there and won't allow myself to be snookered by this company again. They're so not worth the aggravation, as others have pointed out.
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February 2017 by Susan W.
I have had some bad experience with large banks before but Santander is definitely the worst. i can't say how their customer service is on the phone because the times I have tried the customer service number I was put on hold and/or transferred for so long each time, I have never physically spoken to a phone representative. I have spent hours on hold. So I gave up and tried to go to the Westmont NJ branch.... I was better off on hold. All I really wanted to do was close a checking account. No major or unusual requests. So Westmont answers their phone and is immediately on the defensive and not able to answer the simple quesion of "I opened an account on-line and want to close it. Can I do it at your branch?". The first person who answered the phone was completely floored, the question was (obviously) way over her head. The next person will not answer my question until she investigates my account nine ways to sunday. So she takes my SS number and pretends she is looking up the account her computer system. And this goes on & on and she is asking me where i work, wouldn't another branch be easier, am I sure I have the correct Santander phone number,,, and I am getting madder and madder. All I want is an answer to my question. And to be honest, you are required to go into a branch to close an account or you have to write a letter, give your reason, etc. All I wanted to do is close the account. And the woman at the Westmont branch tried everything she could think of to get me to go away. All the usual. And 20 minutes later I just burst into tears, I had been trying to close my account since 7am that morning, it was 10:30am already. I just wanted rid of this account. So the bursting into tears work (like it always does) and she asks for my SS number again (because she didn't actually bother to look up my account the first time), looked up my account, took less then 30 seconds to find it and she said I would be able to close my account there, I am not exaggerating when I state this took a solid 20 minutes to drag that small bit of information out of her. It really did. It was amazing. So I left my home, bank is 8.7 miles away, it is 10:30am. I figured I was actually going to get this accomplished. But the bank is in a populated area, I don't know the area, my GPS took me all over that place but still no Sanatander bank. So I called again.... these are not friendly people on the phone. And my cell phone cuts out & I am driving up & down the road for over 40 minutes, desperately dialing the banks phone number but knowing who I was and knowing I needed directions and knowing I was only coming in to close an account, they never picked up the phone. 40 minutes ladies & gentlemen, 40 minutes. And as the bank was bout to close the older woman finally answers and since she gave me such a hard time before, I burst into tears again (when you burst into tears, a nasty customer service representative begins to understand they have gone to far) and she sends me in the opposite direction. And promptly puts me on hold and tells me the bank is closing in ten minutes. I have to tell you, anyone that uses this bank after reading this review, they get what they deserve. This is a good bank to stay away from. I can recommend PNC or CapOne but just stay away from these people.
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July 2015 by Rachel Harris
Polite and helpful staff never had any issues going there for at least 3-4 years
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December 2014 by Lisa Cali
horrible customer service and banking service in general
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November 2014 by David Adams
The manager is very rude