Santander Bank US Mortgage Complaint

Santander Bank US Mortgage department,

Conventional fixed mortgage Loan servicing, payments, escrow account Utah

My ex-husband and I have a mortgage with Santander/Sovereign Bank. For the past 10 years or more, we have been receiving a statement that says we owe over $5000.00 in mysterious " Financial Fees ''. These are in addition to the mortgage payment, late fee charges, tax fees, etc. For years my husband and I have been trying to get Santander to explain what the fees are for. After hundreds of calls and certified letters requesting explanations for these fees, we have never received a response. Each time we call, we are put on hold or transferred over and over again. Usually, we just get hung up on. My husband and I recently got divorced and I am trying to re-finance our home through another company. This morning, with the phone on speaker so my loan manager at the new bank could hear, I called Santander/Sovereign again. I was put on hold and transferred over 5 times. Finally, a woman named " - '' was able to tell me that some of it was attorney fees dealing with our bankruptcy over ten years ago. The other $4000.00, she admitted she could n't explain. She then transferred me to a woman


back. I have not received a response from her. Our bankruptcy was paid off and finished over ten years ago, and never was there ever anything about bankruptcy fees from Sovereign/Santander in any of the documentation. Also, when talking to " - '', I asked her when my payment was due each month and how long of a grace period until a late fee was charged. At first she told me ten days then she changed her mind and told me fifteen days. Then she backtracked and said ten days again. When I asked her to make sure so that I could send it early enough, she got mad and said it does n't matter when I send the payment, it 's when they accept it. I have been paying electronically each month on the - of the month. She says that Santander has n't been receiving it until the - or third of the next month. She 's claiming that it must take over 15 days for the electronic payment to go through! My bank that I pay from says that it only takes -5 days. Yet Santander keeps charging me a $30.00 late fee each month. I ca n't win with them. I think everything they are doing is dishonest and possibly illegal. I am on disability/social security with a fixed income. The woman, " - '' told me that if I wanted answers to what the " mysterious fees '' were, I would probably need to " seek legal counsel ''. I do n't have the money to do that. They should be able to provide me with that information upon request. I should n't be responsible for paying for fees, that even they can not or will not explain.