Consumer complaint received 2023-09-02
Company: SANTANDER HOLDINGS USA, INC.
State: PA
Product: Debt or credit management
Sub-product: Mortgage modification or foreclosure avoidance
Issue: Didn't provide services promised

Complaint:
On XX/XX/XXXX, I filed a CFPB complaint on XXXX XXXX regarding loan modification RESPA violations and as of this date, they have not provided me or my third party representatives with any answers regarding the principle amount of the loan modification, if the loan modification of 7.375 % conforms with FHA loan limits, or fixing errors on my credit report. I need this information to make an informed decision on their reinstatement offer or they will foreclose on the property in XX/XX/XXXX. They stated in the offer that the agreement is time sensitive and that the new interest rate goes into effect XX/XX/XXXX. Their actions have shown that they are not in the business of helping me keep my home but making every effort to bury me in debt. 
Santander has violated RESPA laws on many occasions such as reporting me to the Credit Bureau for missed payments during the Covid-19 Forbearance period ( See attached XXXX ), as well as reporting for missed payments when I made a payment on XX/XX/XXXX ( See attached XXXX XXXX ), and refused my payment on the following month, XX/XX/XXXX. They reported me to the Credit Bureau for that month and their actions has caused my score to drop to the low XXXX ( See attached XXXX XXXX XXXXXXXX ). Santander has been misreporting from XXXX  till XXXX  while they process my application. They are in violation of RESPA laws and have yet to tell me when they will correct this problem. 
Other examples of unethical business practice 1. XX/XX/XXXX, I submitted my loan modification application and reached out to HUD for assistance. The representative asked Santander for a status on my application XX/XX/XXXX and never received it. On XX/XX/XXXX, the representative emailed Santander on the status of my application. A response on my loan application, as well as them addressing the high interest rate on my FHA mortgage was never received ( See attached XXXX  ) 2.I submitted my loan modification application XX/XX/XXXXXXXX  and the process was drawn out till XX/XX/XXXX. When the appliction was sent they asked for documentation. When I would send the requested docs, they would ask for additonal information ( See attached *XXXX ). They did this more than ten times while threatening me with court documents to foreclose on the property. I was left with no other option but to file for bankruptcy. The bankruptcy was discharged because I missed my court date since I was hospitalized due to mental health reasons caused by the stress that Santander was and is still putting me through. 
3. While Santander 's underwriters would be reviewing my application, they were reporting me to the Credit Bureau for missed payment. They would refuse my payments stating I had to wait to be reinstated and still misreporting me to the Credit Bureau ( See attached XXXX XXXX and XXXX XXXX XXXX )

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation