Privacy and Security | Santander Bank - Santander
Keeping your money and information safe.
Santander treats you and your money with respect.
We make it a priority to use our security tools to keep your identity, your information, and your money safe whether you are banking online, with your mobile device, or in our branches. Respect translates into confidence that you can bank from anywhere at any time and know your money and information is safe with us.
What Santander does to protect you.
From account opening, banking on the go, and to shopping, our features and services help keep you protected.
What you can do to protect your accounts and information.
To ensure your accounts are as safe as possible, be sure to take advantage of all our account features.
At Santander, we are constantly improving our safeguards to protect you and your account. Through monitoring of our customers' accounts, we can detect fraud or unauthorized use, often before you are even aware of it. If we notice suspicious activity on your card, we may contact you by phone, text, email, or mail to confirm you have authorized a transaction.
It’s important we have your current contact information so we can send you email and text alerts when we notice any unusual activity with your account. This also allows you to take full advantage of our simple self-service features. To update your contact information, please log in to your account and update your Profile & Preferences.
We will never ask you to provide confidential information through text or email.
If you receive an email or text with a request for this information from someone claiming to be a representative of Santander, please do not respond. Please be sure to delete the email and do not click on any of the provided links.
If you received email(s) that look suspicious and appear to be from Santander, please send them to reportabuse@Santander.us.
We will never call you and ask you to read back a One Time Passcode that was emailed or texted to you.
Again, if you receive a phone call requesting this information from someone claiming to be a representative of Santander, please do not read the pass code or disclose your PIN number. If you did provide a passcode over the phone, please call us at the number on your statement or on the back of your card.
$0 Liability on Unauthorized Transactions.
You're protected if you have unauthorized purchases on your account. If you see and promptly report a transaction you didn't authorize on your consumer debit card or consumer credit card, you can be assured that you won't be liable for it. Call us at 800-762-5895 if you see unauthorized activity on any of your Santander Accounts.
Santander is always on guard when it comes to your account.
If we see any transactions that follow patterns fraudsters typically use, we will text you or email you to ask whether or not you authorized the transactions. To ensure you receive these notifications, check in with us to make sure we have your most current contact information.
To update your contact information for mobile and online:
Mobile Banking App
- Log in to the Mobile Banking App and select the gear icon on the top left of your screen.
- Tap "Profile" from the main menu.
- Under "Manage Profile" tap the contact information to be updated.
- Review and update your information.
- Log in to Online Banking and click “Update Profile” from the Overview screen or click on Profile Management using the Action Menu.
- Click “Manage Contact Details” under the Personal Information section.
- Review and update your contact information.
Be aware of common fraudulent practices.
Phishing or Smishing:
Fraudsters will try to gain information that gives them access to your accounts in a number of deceitful ways including: emailing you messages intended to attract you and get you to click on a fake website, or texting messages intended to alarm you and get you to call fake call centers. In some instances, clicking the link opens the phone, tablet, or laptop to malware, which allows the fraudster access to the device. In other instances, the link prompts a website or a phone call where the fraudsters pretend to be a legitimate business, like Microsoft, Amazon, or Santander, and ask for personal information they can later use to access accounts or open new fraudulent accounts.
As always, we will never ask you to provide confidential information through text or email. If you receive a request for this information from someone claiming to be a representative of Santander, please do not respond.
If you received email(s) that look suspicious and appear to be from Santander, please send them to reportabuse@Santander.us.
Identity theft occurs when someone uses your personal information, such as your name, Social Security number, or credit card number, without your permission, to commit fraud or other crimes. The Federal Trade Commission has online guidance about the steps consumers can take to protect themselves against identity theft. You can access their site at this ID Theft Resource Center.
In the unlikely event you're a victim of identity theft, we will work with you every step of the way to help resolve the problem. Contact us at 1-877-906-7500.
Take the following steps if you think you are a victim of identity theft:
- Close any affected account(s) and open new account(s).
- File a police report with local law enforcement.
- Report suspected identity theft to the Federal Trade Commission.
- Place a fraud alert on your credit file by contacting one of the three nationwide consumer reporting agencies listed below.
Fraud Victim Assistance Division
- Order your free annual credit reports from the three nationwide consumer reporting agencies through www.annualcreditreport.com or call 1‑877‑322‑8228 and review them carefully.
Santander Customer Service: 877-768-2265
Report a lost or stolen card: 800‑762‑5895
Report suspicious emails, texts or calls by calling: 800‑762‑5895
Click here to learn about the 8 essential tips for safe and secure online banking on Prosper & Thrive
Report suspicious emails that appear to be from Santander to reportabuse@Santander.us
Online personal and account protection tips.
- Stick to secure sites. Secure sites have https in their URL address.
- Set up text and email alerts.
- When logging into Santander online or mobile banking, you will need a valid cell phone number on file and to register in our OTP service.
- Do not choose security questions when the answers are easily available in your social media accounts or can be accessed through public records.
- When answering your security questions, consider using standard answers that you will remember. For example, any question having to do with a pet would be answered with Smokey The Bear. Or, any questions that ask for a city would be answered with Marseille.
- When creating passwords consider choosing a phrase with rules that are easy for you to remember. For example, a phrase could be “I love to save@” and the rules could be replace “to” with “2” and replace “a” with “*” then add the first 3 letters of the company or website for which the password is created. Password for Santander would be Ilove2s*ve@San. Have fun creating your own pass phrase and rules!
- Store your Social Security card, passport, birth certificate, cards, checks, and other identification in a secure location and carry them only when you need them.
- Be careful how you share information over the phone, in person, online, and on social media platforms.
- Collect your mail promptly and shred pre-approved credit offers, receipts, and other documents that contain your personal information.
- Sign up for paperless statements as it requires a log in for viewing whenever possible.
ATM and credit card protection tips.
- Be aware of your surroundings when using an ATM.
- If you are at a drive-through ATM keep your doors locked.
- When entering your PIN, shield it from view, and when removing cash, do so quickly using your hands and body as a shield.
- If the ATM shows signs of tampering like scratch marks, adhesive, or tape, do not use the ATM and report it to the ATM owner or local law enforcement.
- Monitor your account and credit card statements and report unauthorized transactions right away.
It’s a fact: the financial abuse of elder and vulnerable adults in our society is growing. According to Consumer Reports, the number of suspected cases of Financial Abuse of senior citizens reported by banks has more than doubled over the past five years. With an average of 10,000 Americans turning 65 a day, this unfortunate trend is expected to continue.
That said, all of us at Santander Bank want to protect our customers from fraud. It's particularly egregious when it impacts elderly or vulnerable adults. The information below is designed to help our most vulnerable customers protect themselves from financial abuse. All of us have friends or family members who are important to us. This information will help keep them safe from financial abuse, so don’t hesitate to share it.
How to take action against financial abuse.
What you can do to prevent financial abuse.
Here are things you can do to keep your money and information safe.
Never give personal information out- including your social security number, bank account number, debit or credit card number, or any other financial information – to anyone over the phone unless you initiated the call and the other party is trusted.
Never rush into a financial decision- Always ask and insist on details in writing and get a second opinion.
Feel free to say no- After all, it’s your money.
Check references and credentials before hiring anyone. Don’t allow workers to have access to information about your finances.
Pay with checks and credit cards instead of cash to keep a paper trail.
Trust your instincts– If something involving your finances doesn’t feel right, it probably isn’t.
Get to know your banker and branch managers– build a relationship with the people who handle your finances. They can look out for you and any suspicious activity related to your account.
What you should do if you are a victim of financial abuse.
You have the right not to be threatened or intimidated. If you believe someone is trying to take financial advantage of you:
Contact Adult Protective Services at
Contact your local police.
Tell someone at your bank.
What are the warning signs of financial abuse?
When looking out for friends and family, don’t ignore these "red flags":
ATM withdrawals by a person who has never used a debit or ATM card.
New "best friends" accompanying a vulnerable adult to the
Uncharacteristic attempts to wire large sums of money.
Confusion, fear, or lack of awareness on the part of any customer.
Addition of names. to cards or accounts.
Sudden non-sufficient activity, unpaid bills, or other changes in financial condition.
Refusal to make eye contact, or shame or reluctance to talk about the problem.
What to do if you suspect financial abuse of a friend or family member.
Talk to elderly friends or loved ones if you see any of the
signs mentioned above. Try to determine what is happening
with their financial situation, such as a "new" person helping
them with money management, or a relative using cards or
credit without their permission.
Report the suspected elder financial abuse. Visit the friend
or relative’s bank and ask to speak with the person who handles suspected financial abuse claims.
Contact Adult Protective Services in your town or state for help. You can find the office closest to you here http://www.napsa-now.org
Report all instances of elder financial abuse to your local police; if fraud is involved, they should investigate.
Scams by complete strangers.
Here are typical scams that target seniors and disabled adults. Don’t be fooled.
Lottery and sweepstakes – You're called and told: "You've already won! Just send $2,500 to cover your taxes."
Home repair/traveling con men – "We're in the area and can coat your driveway/fix your roof."
Grandparent con – You're called and told your grandson is in
jail and you need to send money immediately.
Charity scam – You receive a call from someone soliciting
funds for good causes; very common after disasters.
Utility worker con – You receive a knock at the door from a
would-be utility worker who says, "I need you to come outside
with me for a minute," while an accomplice steals your
Back taxes scam – You're called and told that if you don't
pay your "back taxes," your license or passport will be suspended.
Fake checks – You receive a check for expenses associated for a job such as "mystery shopping" with instructions to deposit it and when it "clears," pay expenses and keep the rest. Weeks later, the check is returned as counterfeit.
Fake social media – Contacts establish an online relationship to ask for money, generally to help a stranded military officer get home or fix a problem they cannot solve because they are out of the country. Don't go for it.
Predatory lending – Seniors pressured into taking out inappropriate reverse mortgages or other loans.
Rigged annuity sales – Seniors may be pushed into using the equity from a reverse mortgage or other liquid assets to buy an expensive annuity, which may not mature until the senior is well into their 90s or 100s.
Staying informed is the best possible defense. Take the time to review the sites listed below:
Consumer Financial Protection Bureau’s Office for Older Americans
The Federal Trade Commission protects consumers from unfair and fraudulent business practices, ID theft, phone scams, and more:
The FTC also offers tips on protecting yourself from fraud, interactive games to learn concepts and be a smarter consumer on issues of spyware, lottery scams, etc. here:
Tips on preventing fraud through wire transfers of funds:
Watch how to Go Paperless.
This gives you the opportunity to access your statement virtually any time you have a question or have a discrepancy with your account. Learn more...
Learn more about customizable Alerts.
Select and customize the alerts you want to receive, refine alert settings, and choose whether to receive them via text, email, or both. Learn more...
Santander® Instant Card Hold.◊
If you lose or misplace your debit or credit card, put your card on hold to prevent transactions from occurring. Learn more...
Business First Fraud Webinar
In a recent live webinar, experts from Santander discussed the forms of fraud that most commonly affect small business owners and are becoming more prevalent during the coronavirus pandemic. Hear from our experts on several fraud scenarios to show how real cases play out, so you can educate and equip yourself to better prevent a fraud attack. Learn more...
At Santander, the information we collect from and about you is used to improve your service and experience on our online sites and comply with legal and regulatory requirements. We may use this information to process requests or transactions, or to verify your identity. We also collect information to provide you updates on your accounts, inform you about products you may be interested in, and even to recognize you when you return to our sites.
How we collect your information
We collect both personal (e.g., name, mailing or email address, telephone number(s), account number(s) and non-personal (e.g., IP address, browser and/or device information, including location) information. We collect information you provide directly to us on our online sites. Information is also collected in an automated fashion, through your browser, cookies, pixel tags, clear gifs, web beacons, flash cookies, and other technologies.
How we use your information
We use this information to increase your service and experience on our online sites, process your requests, transactions, applications and inquiries. It is also used to verify your identity and provide you with location-based services, such as your Santander ATM locator.
How we share your information
If you are a Santander customer, we may share personal information we collect about you with our service providers, affiliates, joint marketers, and non-affiliated third parties in accordance with our Privacy Notice and your preferences.
How you can manage your marketing preferences
Please use this link to let us know how you prefer to receive marketing information.
How we protect your information
We use security measures that comply with federal law. These measures include computer safeguards and secured files and buildings. Only employees, companies that work on our behalf, and other parties, as required or permitted by law, are allowed access to your information. Use this link if you would like to review or download a copy of our:
◊Santander® Instant Card Hold will block most types of transactions, including purchases made with your card. Please note that some types of transactions will continue to process, including recurring debit/credit transactions presented to us by certain merchants for monthly membership or subscription fees.