Santander Bank customer experience
Customer support
Santander has branches across Connecticut, Delaware, Florida, Massachusetts, New Hampshire, New Jersey, New York, Pennsylvania and Rhode Island.
If you don't live in a state with a brick-and-mortar location, you can talk to a personal loan specialist by phone from 8 a.m. to 5 p.m. ET Monday through Friday. If you have general concerns, you can speak to a phone service agent Monday through Friday from 8 a.m. to 10 p.m. ET and 8 a.m. to 6 p.m. Saturday.
Account holders may use Santander’s live agent chat feature from 8 a.m to 8 p.m. ET Monday through Friday. For less pressing matters, account holders can message the customer service department within their account portal. If you have a specific complaint or concern, you may list it in the subject line.
Digital experience
Santander's mobile banking app is available for Android and Apple. Apple users seem to find the app more useful than Android users. It has a 4.7 out of 5 rating on the Apple store but a 4.3-star rating on the Google Play store.
Most of the complaints are about the security measures required to access your account, the overall layout and the lack of information hosted within the account.
The bank also offers an online resource guide, Prosper and Thrive. Prosper and Thrive provides articles and resources for three categories: those who are saving, paying down debt and seeking general financial advice.
What people are saying about Santander Bank
Santander Bank has just over 1,100 online reviews on the third-party site Trustpilot as of April 2025, and the majority are overwhelmingly negative. The bank has not claimed its Trustpilot page and does not encourage users to leave reviews. Over 80 percent of users gave the bank a 1-star rating out of five stars.
However, very few reviews mention Santander’s personal loans specifically.
Many of the complaints are about a poor online experience between devices, especially with the mobile app. Negative reviews also commonly included comments about poor customer service and long wait times.
One customer said in part:
“This is the worst bank I have ever had the misfortune of using. I am stuck with them for the duration of my car loan. The processing of my monthly payments have been the worst experiences I have ever had trying to pay a bill.”
— Trustpilot User
Most positive reviews were about satisfactory experiences at specific branches.
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