Consumer complaint received 2022-03-03
Company: SANTANDER BANK, NATIONAL ASSOCIATION
State: NY
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
Due to the hardships endured during the coronavirus pandemic, I requested a forbearance on my current mortgage. The forbearance has been accepted and I am currently still in it. The mortgage provider offered a loan modification with a lower payment but increased the term to 40 years. I am currently a XXXX male, and do not er on XX/XX/XXXX, attempting to reach my single point of contact representative XXXX XXXX, which has proven to be impossible up to this point, as she has yet to answer my calls directed to her and her number has no voicemail attached to it ( XXXX ext. XXXX ). Unable to reach XXXX XXXX, I spoke to a representative named XXXX in regard to the loan modification offer. I clearly stated repeatedly that I had no interest in the loan modification offer and requested to continue with my current loan payments and requested to have the deferred payments moved to the end of the loan and spread out over time ( approximately 24 additional payments ) to ensure repayment amount would be affordable ( not a balloon payment ). In addition, I requested the current rate of 6.25 % be lowered for the remainder of the loan. The loan modification offer included an interest rate of 3.125 %, so in my mind 's eye the lender is clearly capable of lowering the interest rate to be in line with current loan rates, as my loan is XXXX XXXX XXXX now and interest rates were higher at that time. XXXX assured me the information would be given to XXXX XXXX for review and a representative would be getting back to me. I had not heard anything by XX/XX/XXXX, and I attempted to reach XXXX XXXX by phone again and was not successful. I was able to speak to a representative named XXXX, and I went over the same conversation with him as I had with XXXX on XX/XX/XXXX. XXXX informed me that it would take approximately 30 days to receive an answer to my request. I finally received information in the mail on XX/XX/XXXX. The document dated XX/XX/XXXX states that I have not made the payments to the flex modification offered to me by the lender. I have clearly stated to the lender in two separate conversations that I am not interested in the flex modification for 40 years. I clearly stated my intentions are to continue with my current payments and defer the missed payments to the end of the loan. This is not what is being offered to me. In addition, my escrow account has grown short, due to increased taxes and hazard insurance premium increase. My intentions are to pay the escrow shortage in a lump payment in an effort to keep my monthly payments in an affordable range and resume making payments where I left off in XX/XX/XXXX. I attempted to reach XXXX XXXX today to discuss this matter and my options, and once again no answer to my call, and no voicemail to leave a message and request a call back. Assistance from the CFPB in this matter will be greatly appreciated as well as much needed. Thank you for your time and efforts with this matter. My name is XXXX XXXX. My property address is XXXX XXXX XXXX XXXX New York, XXXX. 
My loan is through XXXX XXXX, loan number 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