Consumer complaint received 2021-04-14
Company: SANTANDER BANK, NATIONAL ASSOCIATION
State: NJ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XXXX closed on new home, Lot XXXX. 

XXXX mortgage was increased due to escrow shortage. 

XXXX Santander Bank informed us that escrow shortage was due to a tax payment they made on XX/XX/XXXX, in the amount of {$12000.00}. 
This payment from our escrow account was made in error by Santander, as it erroneously covered old taxes from BEFORE we purchased the lot, as well as additional taxes belonging to XXXX XXXX before it was XXXX. 

**XX/XX/XXXX is under developer 's name, not ours. 

**We contacted the developer who confirmed he previously paid all taxes belonging to XX/XX/XXXX 
We spoke to the XXXXXX/XX/XXXX- she advised that OF the {$12000.00} tax payment from the bank, {$11000.00} was placed in XX/XX/XXXXaccount ( and remaining {$1600.00} was put in our account Lot XXXX ). 

XXXX XXXXXX/XX/XXXX advised us that the only way to return the {$11000.00} from XX/XX/XXXX back into our escrow account, Santander BankXXXX would need to submit a letter requesting the money be returned, along with a copy of the front and back of the original check. 

**Between XX/XX/XXXX and XX/XX/XXXX we have worked tirelessly and waited patiently for Santander/XX/XX/XXXXto send this required letter to the XXXX. 
We followed up more than two dozen times via email, phone and in-person. 

**During the course of our extensive efforts, we were assured time and again that the matter would be resolved quickly, yet the only concrete responses we received were letters thanking us for contacting them and that they are reaching out to the proper departments etc. etc. etc. 
Each conversation with the bank was just another dead end- they originally advised they'd email the required letter to the XXXX. Upon follow up, the bank advised they are not allowed to email the XXXX, so we provided a fax number. Upon follow up of that, the bank advised it takes 20 days to print the letter. Upon follow up of that, they advised that the only course we had was to wait and wait. We have a recording of that phone conversation. 
Several times we asked the XXXX tax collector if the bank ever reached out to her at all- and she confirmed over and over that they never contacted her in any way. 

**Finally, on XX/XX/XXXX Santander Bank informed us that our escrow account did get refunded, but in the wrong amount of {$14000.00}. 

XXXX XX/XX/XXXX we requested proof of this refund to our escrow account- over the phone Santander advised THERE IS NO REFUND in our account. 

**Oddly enough, on XX/XX/XXXX we receive an account " statement '' as " proof '' of the refund.. 
On this falsely created " statement '' from XXXX, they attempt to show " proof '' by inserting a line 'Miscellaneous Escrow Deposit'- dated XXXX 20 days PRIOR to their recorded confirmation that the refund was NOT in our account!. 

**In light of this dubious refund, we contacted the XXXXXX/XX/XXXX and she confirmed that the {$11000.00} is still inXX/XX/XXXX, it was never refunded to Santander ! 

**Santander just keeps creating more and more problems, lies upon lies- instead of properly and efficiently solving any of the issues. 

We hope you can help get this issue resolved quickly as it has been causing us significant financial stress.

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