Consumer complaint received 2018-02-12 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Problem with a credit reporting company's investigation into an existing problem — Investigation took more than 30 days
Company: SANTANDER BANK, NATIONAL ASSOCIATION
State: NY

Complaint narrative:
On XX/XX/XXXX I paid my Santander mortgage account # XXXX by going to my local XXXX XXXX. This is how we always pay the mortgage to Santander Bank. The account # XXXX with Chase is the account I have always used to electronically pay the mortgage. The reference number Chase gave for this payment is XXXX and the amount was {$2700.00} paid. 

Since Santander Bank changed my mortgage payment by {$58.00} due to an increase in taxes, my new mortgage payment was increased to {$2800.00}. Santander Bank snet me a letter late XX/XX/XXXX that they have not received my mortgage payment for XX/XX/XXXX. On XX/XX/XXXX at XXXX XXXX, I went to XXXX XXXX and made an electronic payment to Santander in the amount of {$2800.00}. Confirmation number for this transaction was XXXX. 

During the course of a current refinance, on XX/XX/XXXX, I was informed by the loan officer, XXXX XXXX XXXX NMLS # XXXX from XXXX XXXX XXXX XXXX that Santander Bank is reporting my mortgage late for the month of XX/XX/XXXX ( 30 days ). 

After speaking with a representative by calling XXXX at XXXX XXXX, XX/XX/XXXX from Santander Bank named XXXX I was transferred over to a Supervisor. The supervisor refused to give a name of ID number and after 30 seconds the call was disconnected. 

At XXXX on XX/XX/XXXX, I called Santander Bank again at the same number, spoke to a woman named XXXX who said there is nothing that can be done so I asked for a Supervisor. After 15 minutes on hold I was connected to XXXX. 

XXXX told me after hearing my information that the {$2700.00} was held in unapplied funds account which is where mortgage payments sit until payment is made in full. I asked if this is an interest bearing account because if Santander Bank did this to numerous customers they can make a lot of money on client 's money that is " unapplied ''. They reported my account to the credit bureaus as 30 days late for XX/XX/XXXX. This is false, the mortgage was paid using the normal means ( XXXX online payment ) and my normal amount {$2700.00}. As soon as I knew the account was short I immediately paid the account for {$2800.00} on XX/XX/XXXX using reference # XXXX. 

I am being incorrectly reported to credit by Santander bank as not making a XX/XX/XXXX mortgage payment on time when in fact, I made two mortgage payment in XX/XX/XXXX. 

As of XX/XX/XXXX at XXXX XXXX, I am still on the phone with Santander Bank supervisor XXXX and have been on hold for 38 minutes waiting for a Supervisor on a higher level. 

Without Santander Bank removing the late payment to the credit bureaus I am going to suffer from a credit score decrease and more importantly, the refinance I have been doing will be dead along with the {$670.00} I will lose for the appraisal. 

Santander Bank needs to correct the reporting to the credit bureaus immediately so I can continue my refinance. 

XXXX XXXX XXXX XXXX XXXX XXXX NY XXXX email : XXXX cell : 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