Mortgage -- Trouble during payment process -- Complaint #4642312
Complaint Overview
Complaint ID: 4642312
Company: Santander Bank, National Association
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
State: Virginia
ZIP Code: 223XX
Date Received: 2021-08-18T12:00:00-05:00
Date Sent to Company: 2021-10-19T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Santander Bank, my mortgage company, has failed to apply a check for my mortgage. I have provided a copy of the cancelled check showing that they cashed it on XXXX with my mortgage number typed on it by them. I contacted them on XX/XX/XXXX when I was informed in the mail about the missed payment. I was told to email a copy of the cancelled check to a customer service email. They assured me they'd expedited it as their normal business practice is to take 5-7 days to research these issues. I emailed the cancelled check. I called back on XX/XX/XXXX because I received a new notice in the mail. I was told this was the first they had heard of it and was provided with a different customer service email address to send my cancelled check as proof that payment had been sent. Both times the customer service agents stated they would contact me to follow up. I did receive an auto-response from the customer service email letting me know they'd received my message so I know they have the copy of the check they cashed on XXXX. I called today XX/XX/XXXX and was told they had until XX/XX/XXXX to inform me about their resolution. During all of this, to add to the frustration, their customer service agents have left me on hold for more than 10 minutes and one even hung up on me after having me hold for that long and every time I call I have to go through the entire issue as if they have no record of it. I just spoke with a supervisor and once again was assured I will hear back from her. There has been no return call as of yet.
Frequently Asked Questions
What is Complaint #4642312 about?
Complaint #4642312 was filed against Santander Bank, National Association regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2021-08-18T12:00:00-05:00.
How did Santander Bank, National Association 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 Bank, National Association?
Yes, visit the Santander Bank, National Association company profile at readthecomplaint.com/company/santander-bank-national-association 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.