Consumer complaint received 2023-04-26
Company: SANTANDER HOLDINGS USA, INC.
State: NY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
SANTANDER bank owes me documents for many months and it is now very urgent that I receive them as I am in contract to sell my coop. 
I paid off my mortgage for my coop with Santander Bank on XX/XX/XXXX, XXXX I emailed and phoned Santander bank requesting my original stock certificate and proprietary lease starting in early XX/XX/2022, as these are required for me to sell my coop. I also emailed the person who was my attorney for the purchase and was also the Santander bank attorney and who serviced the title for the purchase of my coop, XXXX XXXX, requesting the same in early XX/XX/2022. I originally was told by Santander that the documents were lost and that they were working on my request, which could take 50 to 90 days. Since then I have gotten the runaround. Dozens of emails and phone calls have given me conflicting info, while communicating with different Santander ( and then XXXX ) employees. I was first told that both documents were lost, but lately I am told via email that one or the other document has been found and they are looking for the other. 
My coop is now in contract to be sold. One of my current lawyers for the sale of my coop, XXXX XXXX, XXXX, requested a lost stock and lease Affidavit in XXXX. I went to my local Santander bank in XXXX, XXXX XXXX, NY for help, and met with XXXX Specialist/ Relationship Banker, XXXX XXXX XXXX XXXX XX/XX/XXXX. 

XXXX called the mortgage dept requesting the affidavit. He was asked by XXXX in the mortgage dept that I provide the specific language that needs to go on the affidavit. I emailed Santander with this info, provided from my lawyer, on XX/XX/XXXX ( which Santander claimed they did not receive ) and again on XX/XX/XXXX. Receipt was confirmed by supervisor XXXX, who said she was escalating my request and that I would hear back within 2 days from upper management and get a single point of contact from now on. She said that if I didn't hear back, I can ask specifically for her by using her initials XXXX. I did not hear back and nobody was able put me in contact with her. 

After several more calls and another supervisor escalation, I received an email from XXXX, client advocate at XXXX. She claimed via email that she was not able to help me, but she then emailed me " that Santander does have the stock certificate and will be sending it out. '' However, I have since heard via attorney XXXX XXXX that Santander found the lease, but are looking for share certificate. 

I still have not received any documents or affidavit. My coop is in contract and a closing date is imminent. 

I can provide you with other dates and names of other people that I have spoken with about this issue. 

Also, I have been told repeatedly that only regular mail will be used when the documents are ready. I explained several times that my regular mail is not dependable. I offered to pay for another secure service like XXXX  or XXXX  and was denied. I also asked that it be delivered to my local santander bank where I can easily pick it up. Each time, I am told that that is not possible.

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