Santander México Reviews 68

The staff at our branch was very polite and helpful, up to the date when we transferred our investments to the other bank. At the date of transfer, our accounts were blocked. Since then, we can't get access to online banking and mobile app, and we can't see our statements. We still have some money on the account, but can't manage them. At the branch, executive oficer said that he requested the accounts to be unblocked in 24 hours, but nothing happens.

Exchange rates offered are worse than money changers on street corners. They charge a mark up rate on top of the normal currency exchange fee that most banks charge. At least they accept most cards in their ATMs, including foreign cards.

Title: Discriminatory and Racist Treatment at Banco Santander – Kiosco Select, Boulevard Kukulkán

Date of Incident: May 16 2025

Location: Kiosco Select – Boulevard Kukulkán, Cancún, Mexico

Today I went to the Santander Kiosco Select branch to pick up a new American Express credit card I had previously requested via the app. From the moment I entered, I was treated with open hostility and clear racism by the staff. The treatment was demeaning, based on my foreign appearance and Caucasian features.

The card was not ready, and no explanation was offered. I was repeatedly asked to provide documentation, even though under Mexico’s Federal Law on the Protection of Personal Data Held by Private Parties (LFPDPPP), such data requests must be proportionate and justified. Their actions violated the principles of legality and purpose limitation stated in that law.

I was publicly humiliated in front of other clients, accused of not speaking Spanish properly, and threatened with security. When I tried speaking to the manager in English, he ignored me and said security was on its way. I requested that the police also be called.

I filed a formal complaint through Santander’s customer service hotline, but I believe it is crucial to leave a public warning. I urge foreign residents and travelers not to open accounts at Banco Santander in Mexico. This institution practices discrimination and racial profiling.

This incident should be investigated by PROFECO (Federal Consumer Protection Agency) and CONAPRED (National Council to Prevent Discrimination) under the Federal Law to Prevent and Eliminate Discrimination.

000666.
3M$

This should not be called a bank! They have NO idea what they are doing!

Worst bank to deal with after becoming unemployed. Took a loan out and fell behind a couple months while making partial payments. Non stop calls Monday through Friday even after setting up payment arrangements. I would make a payment today as an example and tomorrow morning harassment calls non stop demanding full payment. This is a current situation that makes me not want to make any payments at all what’s the worse that can happen? So over it.

Withdrew 10,000 pesos (app. $850 CDN) from an ATM in Mexico. The ATM didn’t dispense a single peso but charged my account $850. Still waiting for the refund.

We wasted at least 15 hours over 35 days sitting there waiting for them to unblock our account. We had to run here and there and everywhere to physically go pay all of our bills in person. In the end they could not rectify their mistake as to my nationality (passports do not count obviously) and we had to close the account in order to receive our money back.

DON'T BOTHER CALLING! They are very hard to understand and I waited 45 minutes to get no assistance whatsoever. Just waited on hold during 3 transfers to get no service. Spoke with supervisor, he couldn't help, not authorized to accommodate customer.. Local Branch helped me. SHAME ON SANTANDER. NO CUSTOMER SERVICE, JUST ANSWERING SERVICE!

Very bad service!!!
Paying an additional Select Service Fee for 400 pesos really does not give you much value,besides not having to sit and wait in a lineup of maybe 10 people for 1 hour just waiting to see a cashier in Santander Bank Mexico. Most of the time you still end up waiting as long as 40 minutes anyway to see customer service in the Select Room ! sometimes my Mexican Santander Debit card works and other times not.When I went to the bank they said you need to go home and call the number on my debit card and if they cannot help then comeback to see us. This is their elite service !!!
If you are openimg a bank account in Mexico choose another bank .

It is unbelievable, I opened debit card 3 months ago and since then I have a problems- can’t go online to see my transactions, can’t take money from ATM, do not know what they charge me fees for. Absolutely terrible situation- in PV right now staying in the bed after surgery and spent hundreds dollars already trying to resolve the issues using US cell phone and nobody could help-customer service is useless. TERRIBLE!!!

I have select service and pay over 400 every month because My Spanish is not great living in México. Unfortunately took 1 hour 40 minutes just to get bank statements printed and cancel a credit card . 1 hour being put on the phone to customer services . The woman in the private select client office could have Done it all in 20 mins , eventually she printed them off after telling me they have to be sent online . The beurocracy is ridiculous 🙄 I went 3 days in a row to get statements sent to my email and still did not happen , after 1 hour of trying to get the statements after she put me on the phone to customer services and I couldn't understand why she could not do it . She eventually did it anyway . Then she told me I need to wait and apply for a debit card which the guy on the phone told me was already at the branch . Unbelievable lack of service. I want to move all my money to a bank that is easier to use . I do not recommend Santander México to any foreigners living in México. Terrible service , too much beurocracy and over complicated customer service. 😪 They cannot handle anything in branch but instead stick you on a phone and your on hold for half an hour . What is the point of paying extra for a service wher you go to the bank to speak to someone who is meant to provide an efficient service if the only thing rhey can do is ring customer services and let them do all the work over the phone

I went to try to open a bank account, I do have double citizenship Mexican-American, the executive at the bank refuse to open an account because even with all my paperwork in order, Passport, INE ID, and so forth he refuse because he is an ass plain an simple,or he didn't want to work that day however I went to the bank next door it was such a pleasure to do business with BANORTE, they accept all my paperwork and I'm a happy camper.
Santander's CEO if you don't want my hard earn money someone else did take it, I will not recommend this crappy bank to anyone close to me worse service ever.!!!

BE AWARE THIS BANK . I have been a client of this bank for 15 years and have been a select member . Unfortunately, I was victim of fraud committed by Bank employees. They issued a life insurance policy within my authorization and falsified documents and my signature . They started to discount an amount monthly in a second passive account I had with the purpose of me not noting it . In addition to this they included commisions and a tax which was also a small amount for services that I never purchase . I was select already and they said that they were charging a membership that I never authorized . It was very difficult to spot it . When I noted the fraud I reported and filed a claim for the insurance. They were hiding the falsified document until the only decent executive at the branch gave me a copy where it appear a signature which is not mine . I claimed and claimed and nothing . Then I audited my accounts and I realize they were steeling small amounts which according to them were services . Again never authorized . After being fighting for months for my refund , in the case for two years I was told that I were not going to refund because I didn't report the fraud on time and it has passed time and the insurance was in place . How this bank can be so cynical and justify their corrupted employees and make me the one responsible for not noting they are thieves. I am just about to leave the bank after all these year of being a loyal client and they have a last chance to refund me . If not I am going to report it to Conducef , authorities and of course leave this bank forever and tell everyone how corrupted and fraudulent they are