Sovereign Bank customer service reviews

Read the reviews below to see the experience other people have had when dealing with customer service from Sovereign Bank.

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Viewing Sovereign Bank customer service reviews 1 - 25 out of 52
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11
Oct

Posted by Multiple names of AI representat


on 10/11/23 at 6:18PM

Scam... AI, not human assistance. tried to speak to a representative three different times, and each time was given a link to a page asking for my credit card number, and then was not able to chat with anyone. Transcript of my conversation with the last AI representative below.

WTF is the problem here? I'm trying to find out why I missed two phone calls from this phone number today and I keep getting it sent to a page that requires a credit card, which I will not use. Please connect me with an agent who does not require payment.


Pearl, AI Assistant
I understand that you're frustrated about missing phone calls from a specific phone number. Can you please let me know if you're using a landline or a mobile phone?

You
A MobilePhone

Pearl, AI Assistant
Have you checked your call history or voicemail to see if there are any records of the missed calls?

You
(I{middle finger emoji} it won't let me post in review)

Pearl, AI Assistant
Is there anything else the Computer Technician should know before I connect you? Rest assured that they'll be able to help you.

You
no and if I get this page, one more time, I will find your company track you down and destroy your entire life. I will not rest assured of anything that wants my credit card number without knowing WTF it's about.

Pearl, AI Assistant
OK. Got it. I'm sending you to a secure page to join JustAnswer for only $1 (fully-refundable). While you're filling out that form, I'll tell the Computer Technician about your situation and then connect you two.
Continue >>

You He|| no

Pearl, AI Assistant
Chat is completed

30
Jul

Posted by Anonymous


on 7/30/15 at 9:29AM

Worst Customer Service I have ever received (rather NOT received). My account was switched to Santander from another bank. I would never do business with Santander willingly. I want to pay off loan, biggest has-ell I have ever been through in my life.-

01
Mar

Posted by ioh100


on 3/1/14 at 9:37AM

Worst customer service I've ever encountered in my entire life. I applied for a checking account over the phone, and they said it would be opened within one business day. It's been three weeks already that I'm waiting for my account. I've called them tons of times, and no one can tell me what's going on. I live outside the US, and after I complained to them, they started telling me it's all due to the fact that I'm not a US citizen. All my funds are on my savings account, and the ATMs in Europe do not allow to withdraw money from the savings account. I have no money to live, because these people are treating me with not a single bit of respect. Were else can I complain so that they finally give me my money back???

15
Jul

Posted by JPQV


on 7/15/13 at 8:18AM

HORRIBLE customer service.Will take your money easily but will offer no help when needed. Disgraceful!

12
Apr

Posted by Frustrated


on 4/12/13 at 9:16PM

800-207-8767 is the Debt Collection Department of Sovereign Bank based at 450 Penn Street, Reading, PA 19602 - in a Call Room.

If the debtor has registered a Home phone, an Office number, and/or a Cell phone they will call, even if you are not yet 30 days past due. They use an automated dialing sytem that displays 800-207-8767 on your caller ID, but NOT Soverign Bank. If you answer the automted call it will identify itself as coming from Sovereign Bank and state your name. They will next prompt your response to a debt collection person, if you are the person they are trying to call. If you do not answer the automated call, as I did not, then their dialing machine will keep calling back, as many as 8 times in a day. I do not answer any calls from 800 numbers or from Out of Area, So it was only later after being harrassed by their repeated dialing that I found out it was Sovereign Bank trying to collect $58 that was not yet 30 days past due. They even tried to collect an Annual renewal fee of $25 that was on a statement they had not yet mailed (deceptive) I went to my local Sovereign Bank, paid account in full, Since there was a small amount still due (less than $40)(The $25 renewals fee and some interest) I called the 800 number and asked them for the remaining balance. They told me they could mail a statement that would arrive within 2 weeks that would reflect the remaining amount due -or- for $25 they could FAX it to me. I declined their generous offer and will now close the account at the local branch. This said I did draft and mail letter of complaint to:

• Federal Trade Commission
• Office of the Attorney General – Boston
• Office of the Attorney General – Southern Region - New Bedford
• Office of Consumer Affairs and Business Regulations – Boston
• Division of Banks

04
Apr

Posted by Anonymous


on 4/4/13 at 10:39AM

Worst customer service of any company I have ever done business with. I have been trying to get a simple form emailed , two months and 11 phone calls later it is still not done. Phone reps have three times told me they have no record of my request

01
Mar

Posted by Anonymous


on 3/1/13 at 3:26PM

Just a friendly comment to this bank.... Please improve your customer service. The service is really . Really bad!

28
Feb

Posted by richardallenh


on 2/28/13 at 2:34PM

Most awful.service ever encountered. I have been unable to get my auto lien release for.a.car I paid off in 2005. They cannot locate any of the numerous requests I've made. I wonder, does anybody from Sovereign read these comments. If they do, do they care?

11
Jan

Posted by Hellohello1212


on 1/11/13 at 10:48PM

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.

18
Dec

Posted by Department of Delinquent Account


on 12/18/12 at 7:00AM

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?

17
Dec

Posted by PISSEDOFFCUSTOMER


on 12/17/12 at 10:39AM

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

29
Oct

Posted by GIGI87


on 10/29/12 at 6:18AM

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?

19
Sep

Posted by jem88


on 9/19/12 at 10:07AM

This bank is FEE crazy! I received $5.00 service fees for transferring money from my savings account to my checking account using online services. Apparently if you do this more than 6 times in a month you are charged $5.00 for every time after that! Took my money out and went to a Credit Union.

23
Jul

Posted by Anonymous


on 7/23/12 at 11:00AM

After several attempts to have Sovereign Bank change my maiden name to my married name, (unsuccessfully) I finally decided to move to a bank that cares more about Customer Service. I get a discount on my Sovereign mortgage for directly depositing my paycheck at Sovereign. I willingly agree to pay more just to close this account and move my business to another bank. I called Sovereign to find out what the new mortgage payment would be if I closed this account and (after a number of phone menu options and a lengthy wait on hold) was told it would take a WEEK for someone to get back to me with a new calculation. WHAT?? If you are still a Sovereign customer, get out. Get out now. If I had enough equity in my house, I would re-finance and dump Sovereign now and forever.

12
Jul

Posted by berryman


on 7/12/12 at 6:23PM

I recently discovered two $10 monthly fees for falling below my required balance of my money market and checking accounts. I called the bank and was given this high level customer service # 877-768-1143, after the other incompetent employee couldn't figure it out. I was told they are experiencing some difficulties, but that it was their mistake and would be taken care of. The next couple days I checked to make sure the charges were reversed, and they were. Except now there was a $5 fee on my free checking. I called the special # again and was told I fell below my required balance . This person didn't understand what an average monthly balance is! They are going through a system upgrade I was told. Also, that they could not return the $5 immediately. Well, its been 3 days and still no credit. And, another $10 fee was charged for the MM. Clearly, they are incompetent and we all need more than an apology. I already moved
$60,000 out when they threatened fees and the rest is going soon!

12
Jul

Posted by j porteus


on 7/12/12 at 7:46AM

Being harassed saying my mortgage payments are late when I am paying them by the 15th of each month. I am reporting you to the Banking Commission for harassment. I am going to refinance my mortgage and go with another bank. shame on you. I have had the mortgage for six years and I believe it was sold to soverein 5 years ago, never been late.
Waht is going on?

05
Jul

Posted by Kingpin


on 7/5/12 at 8:12AM

Here is the number for Sovereign. I just called and got a recording "we cannot answer your call right now". Let's see if they call me back. I am also having a problem for 2 months now because they are not drafting the funds from my checking account to pay my equity line of credit. Customer service is no help. The last person I spoke to said it could take up to 10 days!!!!
Corporate Office Address:
75 State St.
Boston, MA 02109
United States
Phone: 617-346-7200

28
Jun

Posted by Bev


on 6/28/12 at 9:14AM

Sovereign Bank is having problems with its new SAP software. My Line of credit statements are wrong. I have repeatedly tried to get the bank to fix the problems with no luck. Additionally, their collection department refused to put in writing that I am current and that my payment was made on time. I went to the BBB.
Being reported late will adversely affect my credit score. I thought SAP had expereince with banking customers, The bank is overwhelmed with the problem. They can not buy a clue.

13
Jun

Posted by Pranaglam


on 6/13/12 at 2:28PM

Wow, a lot of anger and understandable frustration with Sovereign Bank. I just got through my own stressful mess trying to use phone service, which I will never, ever use again. Although I had very polite and professional people talking to me there was one major mistake made that got even more messed up after three other people got involved. There seems to be no way to get back to someone you spoke with before even if you have a name and extension # and a referral#. No interconnection between phone help and the bank you have you accounts in.
In my case, a simple request to take money from one CD that matured to be put into a different CD with the interest accrued put in my checking became a nightmare when that transaction was reversed...then " corrected" twice without anyone telling me that they were moving my money around. This resulted in the original amount of money getting withdrawn back out of my checking resulting in bounced checks and online payments and of course from the bank because of "insufficient fees".
I must say the people in my Acton brance are all very polite and especially the branch manager Monisha who I sat across from for an hour while she tried to straighten out the mess or even talk to the phone people herself. It wasn't her fault yet she fired off an email to the higher ups about the ridiculous errors and and rude behavior that she got while talking to someone from her own bank.
Somehow all was made right...fees reversed and I applaud Monisha for making it happen...but these kind of mistakes shouldn't happen and at the very least I expect a formal apology. If we make a mistake and overdraw our acct. with our money we get a fee. Yet when Sovereign makes a HUGE mistake that creates a ripple effect and requires four people to correct...I would love to charge the bank a fee.

08
Jun

Posted by Anonymous


on 6/8/12 at 9:34AM

Try to explain to me why I don't get my checking/transaction statements every month? I DON't and I'm so tired of calling customer service and having them give me the run around! I haven't gotten my April 12 to May 12 statements yet and I've called THREE times! Isn't this a basic service? Why is it so difficult to get this problem resolved? It's been going on for a few years. UNACCEPTABLE!

Mary Gibbons, Ashland, MA

04
Jun

Posted by Anonymous


on 6/4/12 at 3:46PM

I just called the customer "serviceless" number on my mortgage payment booklet at 800.232.5200 and after a litany of questions it said to press 4 to speak to a person. After another litany of questions, it says I have entered the wrong account number, but it is the account number on my coupon book.

Is there a number I can call so that I can speak to a person and not some machine trying to extract a digital stool sample from me?

01
May

Posted by Anonymous


on 5/1/12 at 3:51PM

I spoke with a very nice, understanding gentleman named Al Smith this afternoon regarding a complex situation I have with a business account and some difficulties I am having with a former partner and an SBA loan. Al Smith did a great job explaining to me his abilities and limitations in helping me, and I left the call feeling understood. Although I may still have lingering issues related to the call tomorrow, I feel that Al Smith will do his best to monitor the situation and inform me of any changes. It might be all that he can do, but I felt his compassion at my misfortune. I can only hope that what can worked out is worked out.

20
Apr

Posted by Justicelovefaith


on 4/20/12 at 12:43PM

Yes i have been with sovereign for awhile but now they have crossed the line! I had a false charge with western union last year and they give you a provisional credit until you get the money from the company or else the credit gets taken back. Well this week they took back the provisional credit like 6 months later. I balanced my checking account for months until i just did not fit into my daily life. then out of the blue they take back $917 which of course was only temporary but there was no warning or anything they would do that! They did not care and charged me a $12 fee to transfer money from my line of credit to my checking account. I called twice and spoke with 2 different managers! Both were rude and had no clue about anything. They just explained stuff to me I already knew and refused to take responsibility for their actions. I was not notified that the credit was coming out of my account and they just automatically charged me a fee because they can. But I know i could take them to court and win but i dno't care about $12. I am just mad they lied and don't understand their own banking systems. I hate that they aren't truthful or fair or sympathetic or honest. I usually can transfer money into my checking account within 24 hours and not get a fee if i overdraw my account but this time the fee was automatic and they would not remove the $12 fee because they said i should have had the money in there. And my response is they should have not taken 6 months to take it back. It should have only taken 1 month or less for the whole transaction. So i should have charged them for taking so long. I wish I could!!!!!!!!!!!!!!!!!!!

02
Apr

Posted by KIm


on 4/2/12 at 2:07PM

I am writing an open letter.....
Dear Liz, Mary, Elida, Julie and Lyle~ Because of ONE person's totally inexcusable attitude,it is with a heavy heart to say good bye.
Some of you may have wondered why I have not been in the bank lately. I have had to dry my tears and examine the situation logically. Although the recent changes to some accounts are not the faults of its employees, the handling and expression of delivery to those changes to banking accounts are.
Lyle, instead of treating me as a human being, with feelings, questions and concerns (never mind a LONG time customer of your bank!!) YOU projected an EXTREME negative tone and incredible negative expression, I was left in gasping disbelief. You, who represents Sovereign Bank, have a responsibility to your customers don't you? Has anyone ever taught you "it isn't what you say, it's HOW you say it?" I am extremely hurt and still in shock how you spoke with me. I am not mad at you, just remain hurt. Having time to regain my composure I've come to realize you are just not bright enough to be in the business involving interaction with people on a personal level. You drastically lack interpersonal skills. Your social skills are deplorable. Please note: this is not a retaliation from our conversation, I am merely giving you constructive criticism from a a receiver's point of view after an extremely upsetting episode. Had you been bright enough to realize any of the above, the outcome would have ended quite differently.
Lyle, since you lack total disrespect for your customers, as myself, and do not have the PROFESSIONAL decency to follow up in ANY form (letter, phone call, email) only supports my conclusions and reasoning to terminate any further transactions with you and Sovereign Bank It is obvious to me, my family and friends, your poor judgment in character and professionalism while representing a banking institution, your behavior towards me was totally reprehensible. I will no longer in all good conscious be able to speak with pride of Sovereign Bank.
Mary, Liz, Elida and Julie...I will miss you all very much. Thank you dearly for being so close to my heart. Please know I will always have the highest respect for each of you and miss you dearly.
Kim Enos

02
Apr

Posted by frustrated


on 4/2/12 at 12:43PM

Sovereign Bank has to be among the worst in Customer Service as well as absorbenent fees. I have a money market account with them as well as a line of credit.I'm paying over $500 in interest every month on my line of credit. But because i don't have a checking account, i get charged a $50 fee for the priviledge of paying them interest.Calls to local branch managers are a waste of time; they just give you the party line. Calls to the next higher level of management get ignored. So I'll soon be leaving this bank for one who values me as a customer.

Viewing Sovereign Bank customer service reviews 1 - 25 out of 52
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