Santander Bank US Mortgage Complaint

Santander Bank US Mortgage department,

Conventional fixed mortgage Application, originator, mortgage broker Pennsylvania

I have been trying for over 3 years for a refinance of my mortgage. each time I check my credit I see it around - on my version. I then apply for the loan and am told my scores are below the - needed for a refinance. my problem is why do the banks see a different fico score than I do personally?