Consumer complaint received 2016-02-01 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: SANTANDER BANK, NATIONAL ASSOCIATION
State: NY

Complaint narrative:
to me 6 days agoDetails To whom thus may concern, This is to advise you that the company, Santander bank, NA, did not address my concern in the least. I had requested that they consider my request that I pay them $ XXXX until all my mtge arrears had been paid up and it was never replied to by either their attorney nor their mortserv person whom I had contacted when this arrears issue first arose. Note, my mtge payment had been deducted from wife 's checking account monthly until I, not my wife, declared bankruptcy last XXXX, 2015. - then they stopped making direct withdrawals from her account. I had been instructed to contact their point of contact office and did so several times. They sent me a packet of forms to fill out, including my financials, reasons why I felt that I should be granted a mtge modification and was told to include any documentation relevant to this case. I did so and received a very perfunctory reply from them which you wrote to me that they sent to me/ you? on XXXX, after their underwriting team took a few weeks to consider my request -- namely that I was turned down due to " item # XXXX '', which, a few pages into their reply, explained that this was due to the fact that my residence was a co-op! 
I then decided to file with your agency and have been receiving annoying calls from the bank almost daily. When I speak to a rep, it 's always the same thing -- badgering me when/ if I can pay, asking me if I can borrow from a friend or relative, can I liquidate any XXXX I may have, etc., never any discussion about my proposed installment plan. 
note, my initial complaint with them was NEVER resolved. I had asked them to forgive the approx {$930.00} they tacked on to my 2 months mtge payments which are in arrears, for legal fees ( {$820.00} ), + late fees and inspection fees for an additional approx {$100.00}, due to the fact that it was THEY who stopped my payments from being received and the fact that XXXX XXXX XXXX, Santander 's attny, never got back to me to resolve this issue nor to address my request for an installment payment way back in XXXX of last year, despite both my and my attorney 's trying to resolve this issue with her. 
And as for their telling me in their explanation what they have done or will do to solve my problem, they have done neither, just a very tersely worded account stating that since my home us a co-op, that I was not eligible for a loan modification, which is NOT even what I was requesting.p in the first place. All I was requesting was for them to accept my installment plan and to forgive that addtnl {$930.00} they added due to their malfeasance.. 
I do greatly appreciate your allowing me to firstly file my complaint with your bureau and secondly, to dispute my bank 's reply. Thanking you for your time given this matter, I am, Yours truly, XXXX 
Incidentally, I hit the DISPUTE BUTTON BUT IT KEEPS ON SHOWING " SUBMITTING '' Reply Forward

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation