Mortgage -- Trouble during payment process -- Complaint #13564558
Complaint Overview
Complaint ID: 13564558
Company: Santander Holdings USA, INC.
Product: Mortgage
Sub-Product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process
Sub-Issue: Fees charged
State: Connecticut
ZIP Code: 062XX
Date Received: 2025-05-16T12:00:00-05:00
Date Sent to Company: 2025-05-16T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Older American, Servicemember
Consumer Narrative
On XX/XX/XXXX, I had my bank ( XXXX XXXX ) send a check in the amount of {$1100.00} to Santander Bank. They received my check but never applied it to my loan.It was on my bank statement as an unapplied amount. In XXXX, they charged me a late fee of {$20.00}. Even though they had my money. When i called to straighten out the problem, the only thing they were interested in was collecting the {$20.00}. I then started receiving notices and phone calls saying I was past due. I was told that they were going to escalate the issue, and the problem would be resolved within 5 days. I have never heard from them. On XX/XX/XXXX, I decided to pay off the loan, which included the late fee. I was told I would be reimbursed, which I never was. Again I was told the issue was being escalated. I have noticed during the life of the loan, my payments would not be posted to my loan until the last day it was due, even though they had gotten my check 2 weeks prior. When I paid off my loan it was posted to my XXXX XXXX account that day. I feel by withholding my payments I havve paid more interest than I should have.
Frequently Asked Questions
What is Complaint #13564558 about?
Complaint #13564558 was filed against Santander Holdings USA, INC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2025-05-16T12:00:00-05:00.
How did Santander Holdings USA, INC. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Santander Holdings USA, INC.?
Yes, visit the Santander Holdings USA, INC. company profile at readthecomplaint.com/company/santander-holdings-usa-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.