Consumer complaint received 2020-08-17
Company: SANTANDER BANK, NATIONAL ASSOCIATION
State: NJ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
On XX/XX/2020 I entered into the three month forbearance agreement with Santander Bank for my mortgage for the XXXX, XXXX and XXXX mortgage payments On XX/XX/2020 I called the loss prevention # - XXXX and spoke to representative XXXX. I was informed that I could move those payments to the end of the 30 year period, making the mortgage 30 years and three months. 

I was informed by representative XXXX that the paperwork would be filed and I would be notified within 30 days. 

I was also informed by representative XXXX that this would IN NO WAY WHATSOEVER affect my credit ratings or scores. That as long as I resumed payments in XXXX there would be no adverse information sent to the credit bureaus. 

I called again the last week of XXXX as I had not received any information. I was informed that they have the record of the filing and that I would be getting it soon and again that IN NO WAY WHATSOEVER would my credit be affected. As of today, XX/XX/2020 I have received no written communication from Santander. 

As instructed, I paid my XXXX payment ahead of time and even noted on the check that it was for the XXXX payment. 

I have followed all directions. I have fulfilled all required actions. 

Despite that, Santander reported to all three credit reporting agencies that I am 60 days past due. 

My credit score has dropped from Exceptional to Fair ( XXXX ) despite 30 years of excellent credit standing and the fact that this is a serious mistake by Santander due to carelessness and negligence. 

I have never been late or missed a payment on this mortgage. 

This has devastating consequences- my credit cards will be canceled, I wont be able to get a car loan, my job prospects will decrease, the cost of my insurance will go up and my personal reputation destroyed. 

I called the same number again XX/XX/2020 and was informed by the representative that there was nothing he could do and that I was pretty much out of luck but that I could email to this address ( XXXX ) and they would look into it. I asked how long it would take and he had no answer. He also told me it was no big deal that I havent received any correspondence regarding the movement of the three payments and I would get it sometime but keep paying monthly payments. And if they reported it again to the credit bureaus thats just too bad for me. I asked to speak to a supervisor and he said no none was available but maybe someone would call me back sometime. I believe this is a false statement and a way to get a customer off the line. 

I called again two days later and was given another email address - XXXX. Despite setting up for a " received '' and " read '' return email request i got nothing back. I believe that these are either fraudulent or unmonitored email addresses and that Santander has no intention of looking into this or fixing their mistake to the peril of my financial standing. 

They have also since sent me a letter demanding the three payment plus interest.

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