Consumer complaint received 2017-06-18
Company: SANTANDER BANK, NATIONAL ASSOCIATION
State: MA
Product: Payday loan, title loan, or personal loan
Sub-product: Personal line of credit
Issue: Problem when making payments

Complaint:
My complaint is against  Santander  Bank. I have a line of credit with the bank and up until recently I have been making my payments without any issues. This past  XXXX  I had a family emergency and my payment which was due on   XXXX   XXXX   was paid on   XXXX   XXXX   at the  Santander  Branch on  XXXX   XXXX  in  XXXX   XXXX . When I made the payment for  XXXX  the payment was to be disbursed in the following manner : Principal Due :  XXXX  Interest Due :  XXXX  Annual Fee :  XXXX  In the interim  XXXX  bill was issued and when I made the payment on   XXXX   XXXX   the bank withdrew the following : Principal Paid : :  XXXX  Interest Paid :  XXXX  this included  XXXX   Interest  payment Annual fee was not paid.  <P/> Needless to say I will not deny to you the payment was late but I made the payment in good faith. I also have an on going issue with this bank in regards to a check that was sent to them and they swear up and down they never received but that is another issue. Getting back on track where they had already taken out  XXXX  as well as  XXXX  interest payment. I make another payment this time   XXXX   XXXX   of this month like I said before I do not deny that my last two payments were late but they were always within the grace period of 16 days after the due date for them to receive the payments. I was always in touch with the bank and even told them that they would be getting a payment for the  XXXX . Which brings me to the current status. I was at the same branch on the  XXXX  and the  District Manager  happened to be there he assisted me and agreed that   XXXX   and  XXXX  interest payment were made only for the fact that the bills crossed in the mail.  <P/> I again go to  XXXX   XXXX  th e Head Teller and Supervisor  with the bank. T he District Mgr. o bserved her processing the transaction. After all was said and done I had a  XXXX  available to me in the line of credit. The payment I needed to make was for {$100.00} where the interest was already applied the money should have been credited to the PRINCIPAL.  Guess  what it was n't. I came home to make sure that the account was as it should be. I happened to notice I hade a charge for {$70.00} inn fees I had made a separate payment for the annual fee I thought nothing of what was to happen next. I contacted the bank and got  XXXX  and her Supervisor  XXXX . Just to let you know they were more than helpful. I explained to her that I had made a separate payment for the fee and she said to me and I quote leave the transaction as it stands and next time when you make your payment we can apply the fee payment. I took her advice and left it alone. This bank makes so many mistakes it makes your head spin.  <P/> Fast forward to Friday   XXXX   XXXX   in the morning the count was accurate later that afternoon I always make it a habit to check my accounts to see if any payments have come through. To my surprise and without my knowledge and consent Santander Bank went and reversed the payment to show the annual fee payment leaving me with  XXXX  in the account. I was furious I feel that as a consumer I should have been informed of this. If they did it once they 'll do it again. It was then when I was talking to  XXXX  and getting very agitated at them she informed me of the following as to how my payment of  XXXX  was applied.   Principal Paid :  XXXX  Interest Paid :  XXXX  Please be advised  Santander  Bank went and WITHDREW AN INTEREST PAYMENT WHICH IS NOT DUE TO THEM TILL THE  XXXX  OF THIS MONTH!!!!!!!!!!! Furious this morning I contacted there customer service department.  XXXX  did in fact confirm that the interest payment was taken and then told me you still have to pay us another  XXXX . If I have paid up all my interest why would I owe you more. His supervisor  XXXX  was as useless as he was. I figured out everything before they could help me. If you add the following amounts it clears all the interest charges accrued on this account for the last  three  months.    XXXX  :  XXXX   XXXX  :  XXXX   XXXX  :  XXXX  These amounts total :  XXXX    XXXX   XXXX    XXXX  was paid in interest fees   XXXX   XXXX    XXXX  was paid reminder this interest is not due to the  XXXX . which total the interest for the last three months. Also the following was the principal that was due   XXXX   :  XXXX   XXXX  :  XXXX  out of this amount only  XXXX  has gone to principal.  <P/> My bill for  XXXX  is  XXXX  which  XXXX  has already been dedicated from the payment i made the other day for  XXXX  which should have all gone to the principal. I am tired of Santander saying you have to tell the teller how you want you payments applied where they already have it press on where the money goes. I fee that this bank has scammed enough people of late and that they should be investigated again for their deceptive practices. I informed  XXXX  the supervisor that I was indeed forwarding a complaint against them and that I will also go to court if I have to against them I have all the necessary documentation and payment slips to back up my claim. I am more than afraid that when I do make the payment this week they will again try and take an interest payment from me. I will not let this happen and I wo n't let it happen to anyone else. Please assist  ASAP  Just to note I am waiting for a call back from a bank executive. I wo n't hold my breathe.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation