Customer Service Scoreboard
Sovereign Bank keep calling people to offer credit card, loan product, they won't stop harassing even you warn them do not call again, they hire high pressure telemarketing sales company representing them pushing product, that's annoying and harassing.
Sovereign has worst online banking in the world, inconvenient operation for customer, you have to call the 800 number for almost every action, sucks. I have cancelled account with them, love BOA and Citizens.
Called three times today because they blocked my card, because of "fraudulent" transaction. Of course these transactions are things that I usually do and only cost about 15 dollars. Now that's not to big of a problem with me, at least I know someone is watching out for my money. The fact that I had to call three times to finally get a resolution is the issue. The first rep I spoke with told me it wasn't sovereigns problem and to call the company I was trying to make a purchase from. The second rep said that my card was "active" and there was nothing she could do about it. The third rep said that my card was active but I had "fraudulent transactions" and transferred me to her supervisor. The supervisor confirmed my recent transactions and said she would take the block off my card. How did I have to go through 4 people to finally get my card fixed? I work in customer service and I understand how difficult it is sometimes to get a resolution on things, BUT if your system does not show your representatives that there is a problem on a persons account what is the point of having a customer service department in the first place?
I have to say that 3 out of the 4 reps seemed like very nice individuals, and I hope its not their fault that the customer service is very lousy.
Sovereign Bank customer service has been consistently awful. The attitude with tellers is completely unacceptable. What is troubling is the poor customer service at various branch locations. In Muehlenberg, the drive through transaction is often done without any greeting or thank you. This has happened numerous times. At the Douglassville branch the teller had an unbelievably confrontational attitude at the drive through. At the Berkshire Mall the manager did not return my call on numerous occasions and then came up with a lame excuse as to why she had not gotten back to me. The fees and overall customer service has been terrible. I have been banking with Sovereign for nearly 20 years and I've had enough of the poor service, excessive fees and inconvenient banking hours. I am self employed and have numerous bank accounts and would have considered using Sovereign had there been any acceptable level of customer service.
good day. i was stranded in the dark and i needed to get a locksmith for my car and pay triple a and found out my card was shut down due to sovereign bank on 1101 market street in downtown philadelphia forgetting to submit my checking account signature form. on top of that i was left in the dark and thank God shoprite was open. AAA came and towed my car home and the next morning i was told there is nothing the bank can do about my card, we do apologize. apologize for holding a job position from someone that needs and respect their job and doesn't mind getting off their behind submitting a sheet of paper in a tray. oh p.s. i also have the flu.
It has taken a while before I could get to a point where I had no choice but to do this. I feel no other choice but to look forward to closing my account and going elsewhere! The bank tellers at the Davis Sq, MA location have shown me countless times that they are in the wrong occupation. Their is one male teller who treats everyone with respect but the others have no clue what the word means. If you ask to turn in ones (sorted and arranged) you are frowned at and hear "the counting machine is broken". I asked today about turning in foreign currency and was told we Don't do that. I asked if they could offer another branch, and they said "I have no idea". Another customer asked for simple deposit box information and was told wait in the chair and someone else will help you. I work in the service industry and could deposit up to 3000 per week but will not go to that nearest location because I get grief everytime I try! I feel bad that this has gone on so long and hope you take notice. As for me I will be changing banks very soon!
What a joke, if you were to put 15 different Sov. Employees into one room and ask them all the same question you would get 15 different answers.
II recently lost my debit card, I was then found by someone who when on a shopping spree spending close to $1,000.00 on my card. So I called to report that and that's where it went crazy. First person did not fill out the write form ,called again I got we are looking in to this. Here it is Jan. 10 , 2013 and this all happened on Dec.14,2012 so much for 7 to 10 business days to figure this out. They are very disorginized the branches are the same. All you get is well the should not have done that, or better yet you get I'll see what I can do. My case is still going on and I will be getting the attorney generals office involved as well.
Do not bother to refinance your mortgage with this bank. You will be waiting a eternity. You will be so annoyed you will wish you didn't.
I thought I would get good service from a local bank...BOY WAS I WRONG, ball dropped a number of times. I had to make a million calls to follow up. VERY POOR CUSTOMER SERVICE....
Save yourself the hassle.
Sovereign is the worst. I left my card in the ATM by mistake. I called the next day. They said they did not have it(the machine sucks in the card if not removed after a transaction) So I canceled my card and requested a new card. I had to go in the bank the next week for some cash. I asked if they were sure the never had my card. She checked sure enough she said they did have it but it was destroyed after 48 hours. I was so mad I had to wait 4 weeks for another because the first clerk was to lazy to check the first time.
Sovereign Bank is full of discrimination, poor management, very bad systems especially during this transition to Santender. Too much complication with the STARR program and it has become very stressful. The want to do do outbound calling, CCGs, lobby leadership and etc in the limited hours of operation, when do you get a chance to make sales and connect with clients? They are more focused on their system than customer satisfaction. No wonder every one is closing out account and withdrawing their funds to other financial institutions!!!!!
This is by far the worst bank i've ever had an acct. with!!
I have unresolved issues with a local branch which i've tried resolving through phone & bank. As a result my credit card was suspended because of their incompetency & now they will not even attempt to resolve their error!!!
Thought i was through with them several months ago when i closed my accts. due to incomptency still dealing with unresolved issues that nobody seems to care about! But they do care about charge ridiculous fees!!
Account
I had faxed DDA Friday 14 December after received a message call the bank on Thursday.(Department of Delinquent Accounts)In in the letter I stated I would be making weekly payments to bring my account to a positive. At my Sunday Christian meeting DDA calls me. I called back after the meeting, the department was closed. I called DDA Monday to obtain name of manager of the department so I can put it on my fax letter to address calling me at appropriate time and day. I received another call from DDA late last night? If there any questions can I be contacted at a appropriate time?
2 weeks ago I went to use a ATM on Lancaster, Pa.
the machine mix a ten dollar bill with 20 bills (machine only have $ 20.00 no $ 10.00 ) after I went into and explain the situation to her she recount the money and gave to me a phone number
800 I call and he told-me that I have to wait for 24 hours for submit a claim. I will call them next day I filled the complains about it. He said wait for 10 bussiness days for solve the problems.
after that they never call-me back never receive a letter or phone call about the status of my claim. I call again and other guy told-me that I closed my request, I told him ( how can i close this. nobody call-me back for said anything all the phone call is mine no sovering ) he call the department on charge and nobody answer he said I will call you back on 20 0r 40 minutes. ok
he call-me back and he said the department cancel my case because they never found any evidence I told him check the camera is my money and you never call-me back no letter no phone call he said I am sorry we can do anything..
So the sovering bank steeling me ten dollars and like a customer nobocy help-me out..
today I close that account open in other bank and never ever make bussiness with this bank..
I RECEIVED THE WORST SERVICE EVER AT THIS WOBURN, MASS. BRANCH. I WAS THREATENED BY THE MANAGER AND WAS LEFT WAITING FOR OVER 45 MINUTES FOR SIMPLE TRANSACTION. THEY NEVER HAVE ENOUGH TELLERS AND ALWAYS KEEP PEOPLE WAITING IN LINE FOREVER. The representative named Rhoda Rae was rude, arrogant, disrespectful and threatened me instead of helping and understanding my situation.
TERRIBLE CUSTOMER SERVIC
Closing my account after over 10 years. Made a deposit, online account showed the "available balance" included my deposit…made some payments and was charged SEVEN insufficient funds because they claim the balance showed as "current" not available. $35 x 7= 245. This bank deceives you through their online banking to later defend their position with the "small print". They claim there was no way the online bank showed the deposit included in the available balance, but it was. I love working to give them my money.
Completely fed up with this bank. They were bought out a few years ago by Santander, and I have been going through them for my Auto Loan. I received an email stating that my Title would be released on the 26th, 2 weeks after I paid it off. Florida is an electronic Title state, I was specifically told by one of their representatives that I should be able to walk in on the 26th and get my title. I go to the DMV on the 26th, and they say there is still a lien on my truck. I step outside to call Santander, and get told that I have to through Sovereign about Title release. They give me the number, and I call. The first gentleman I spoke to had no clue about anything, so I ask to speak to a supervisor. I get switched to a customer service leader, and she promises to get back to me as soon as possible after trying to tell me that I should have received a letter. I tell her Multiple times that her company sent me an email stating that the lien would be released to FLDMV on the 26th. This was all Friday. Now it is Monday, I haven't heard from anyone, so I call again. The first rep tried to transfer me back to Santander without listening to me. After hanging up, I called back and ask to speak to a supervisor again. This one tells me that their Consumer Loans Dept doesn't have a phone number, so they have to send 'tickets' and they take 24-28 hours to process. I am livid at this point, if you send an email with a statement that something will be done at a certain time, you should be held to those standards!! Each day that I do not get my title, my truck sits in a salvage yard accruing more fees! If this is not fixed soon, I may take legal action! Can they be reported to the BBB?
My name is Ed, and I am appalled at the level of poor customer service that is repeatedly practiced at your facilities. I had a situation where my account was overdrawn because of a merchant withdrawing funds without authorization. As a result my account went into collections without my knowledge, when I called the collections dept, I spoke to one Anthony, he was very rude and hung up the phone. I immediately recalled and asked to speak with his manager who promised to investigate. She also stated that if I made a deposit by Tuesday (incident happened on Friday), the account will not be closed. On Tuesday I went to make a deposit and my account was closed. Today, I called the department that closed the account and spoke to one Jean, her attitude was very edgy and sharp and not what is expected in customer service. Unless this bank take customer service seriously, there will be an exodus of customers, The positive was the friendliness and courtesy exhibit by the local employees in Maplewood and Piscataway New Jersey.
There was no customer service. I have been a great customer for years and today asked for help with my account, because of a hardship. I was told they couldn't help me and they were going to close my account. Wow, I was calling for help and they did not care. So I closed it then and there!
I have a performing loan that is paid automatically from my checking account. For some reason the bank changed the amount paid so my $3,500 payment (which includes about $1000 in escrow) was short by $38. Therefore nothing was applied to my mortgage account. They held the payment for 15 days before contacting me. When I was contacted, I was told I had to make the payment immediately over the phone or my credit would be negatively impacted. I have never made a late payment on this mortgage for the last 12 years. When I complained about customer service and said I would be happy to put the check in the mail, I was told that was not good enough. Really - NOT good customer service.
My loan is a performing loan, and I have never been late or deliquent on any payment. I understand from Sovereign's mortgage officer group that Sovereign will not refinance my mortgage because the bank wants to divest assets in Illinois. I am trying to refinance with another lender under the HARP program. However, Fannie Mae has my address as Unit 31 instead of Unit 310. My mortgage statement shows the correct address, but Fannie Mae still has the incorrect address. I have called Sovereign's mortgage servicing department multiple times: January 23, 2012; June 27, 2012; July 17, 2012; and today, October 17, 2012. On the first few calls, the representative assured me that the correction would be submitted and then processed.
On today's call, the supervisor assured me that all of the data in Sovereign's systems are correct, and that I should call Fannie Mae to verify instead. I asked her to verify that the data sent to Fannie Mae for my address is correct, and she responded that she does not have access to that. I asked her for another phone number or department to contact, and she said that the back office does not have a customer support line. So, I then asked her if she would call to verify with them, and she said that that was not in her department's scope. I asked her to make note of my request and complaint that Sovereign as my mortgage servicer should be able to service every aspect of my current loan. But, it does not seem to be the case with this data.
From my perspective, these are fraudulent practices. Sovereign refuses to refinance my loan and has no incentive to correct the data with Fannie Mae. Why? Because my loan is profitable and performing. I have tried to be patient and persistent, but after 10 to 11 months of this type of egregious customer service, I have no choice but to file a formal complaint.
I have direct deposit from my work and when the pay date falls on a Monday, the monies would show up on the Saturday before until today. I called CS and asked why My money was not in my account while my co-workers (that bank with other banks) have their money available. I was then told in a rude fashion that the new policy doesn't allow that anymore and that the money would be deposited at 9:00AM on the date of the pay date. This new policy is ridiculous along with the $3 service fee for using my ATM card at an ATM other than Sovereign. I have reached my boiling point with sovereign and will be closing my accounts.
I opened two accounts with Sovereign Bank at work and had several of my associates open accounts as well. We were to receive $75 each for opening the accounts and setting up direct deposit. It has been over 6 months and we have yet to receive our promotional $75. I have tried to contact the bank both via the phone and the branch in order to get these funds due to my associates and me on several occasions. This has yet to prove beneficial. About three weeks ago I tried to make a complaint through the 800 number. I was told that I had to make my complaint through the District Manager because my account was set up through a branch. The next day I called the branch and asked for the District Managers information only to get the run around. I was told to call the 800 number, I explained that I already did this and they said I had to contact the District Manager. The Branch Manager at this time told me to email him my complaint (and wait for it) he would review it and make sure it gets to his district manager. I obviously knew this email wouldn’t go anywhere however I did indeed write one. What really angers me is I expressed my concern of customer service when I opened the account and told them that’s why I haven’t switched from TD Bank because I have yet to find a bank that offers customer service on their level or higher. I tried for three days to make a complaint and the only response I have received to my email that was supposed to be forwarded on to the District Manager was the Branch Manager calling me back promising he forwarded it on and to tell me that I should be receiving my $75 by the 15th of October. I find it pitiful that not one manager in this institute cares that I am unhappy or that I have received rude and unhelpful customer service from this bank. I don’t understand how this bank is still in business and urge all of you to share my story with everyone you know please pass it along. I will be closing my accounts with this bank as well as I will be having all of my associates close their accounts because as a manager who prides his business on customer service I refuse to allow my associates to be treated the way they and myself have been treated. This bank doesn’t see you as anything expect $$$$ in their pocket and if you don’t have an account with a 6 figure balance they will be of no help to you.
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