Behind on Your Mortgage With Santander Bank in Massachusetts or New Hampshire — Your Options, Explained Gently

A Quick Word About Santander Bank

Santander Bank — a subsidiary of the Spanish banking group Banco Santander — has a significant retail presence in the northeastern United States, with deep roots in Massachusetts and New Hampshire. Formerly known as Sovereign Bank, Santander inherited a large New England retail network and mortgage portfolio when Banco Santander acquired Sovereign in 2009.

Santander's mortgage portfolio in Massachusetts and New Hampshire includes conventional loans, portfolio loans, and jumbo products. Santander is not a primary FHA or VA originator, so their loss mitigation menu is oriented primarily toward conventional and portfolio loan programs. Their portfolio loans — held on Santander's own balance sheet — can offer more flexibility in hardship negotiations than loans sold to secondary-market investors.

Santander has made investments in their homeowner assistance infrastructure in recent years. Their loss mitigation team operates within the standard CFPB federal framework and their process is accessible both by phone and through their online banking platform.

Who You Are Calling When You Call Santander Bank

When you call Santander Bank about a missed or late mortgage payment, you want to reach the loss mitigation department — not general customer service, and not the collections team. Loss mitigation is the department that has authority to offer forbearance, repayment plans, loan modifications, and pre-foreclosure sale options. Use those words exactly: “I need to speak with the loss mitigation department.”

Call Santander's mortgage assistance line at 877-768-2265 and ask to speak with the loss mitigation or home retention department. Explain that you are behind on your mortgage and need to discuss hardship options.

Santander also has local branch presence in communities across Massachusetts and southern New Hampshire — including branches in Haverhill, Lawrence, Andover, Methuen, and the greater Nashua area — where a branch conversation can sometimes help you identify the right internal contact.

For Santander portfolio loans, be explicit that your loan is portfolio-held (not Fannie Mae or Freddie Mac) and ask about proprietary modification programs. The distinction matters because portfolio modification terms are set by Santander's own credit policy, not by secondary-market investor guidelines.

What to ask for

Tell Santander: “I am experiencing a financial hardship and I need to be evaluated for loss mitigation options — specifically forbearance, a repayment plan, or a loan modification, depending on what I qualify for.” Write down the name of the representative, the date and time of the call, and any reference number they provide.

The Timeline With Santander Bank in Massachusetts and New Hampshire

Regardless of your servicer, federal and state law set a framework for how quickly foreclosure can move. Here is what that looks like when your loan is with Santander Bank:

The delinquency timeline

What happens at each stage — and what you can still do

Day 1 to Day 15 — Grace Period

Most mortgages have a 15-day grace period. A payment made within 15 days of the due date is considered on time. No late fee. Nothing reported to the credit bureaus. If you cannot pay within the grace period, call Santander Bank now — before the late fee and before any credit reporting.

Day 16 to Day 29 — Late Fee, No Credit Hit Yet

A late fee is charged (typically 3 to 6 percent of your payment). The payment is still not reported to the credit bureaus as delinquent. Pay the past-due amount plus the late fee to bring the loan current, or call Santander Bank's loss mitigation line to discuss options.

Day 30 — Credit Reporting Begins

At 30 days past due, Santander Bank reports the delinquency to the credit bureaus. This is a significant moment — a 30-day late mark can lower your credit score by 90 to 110 points or more. It stays on your credit report for seven years. Acting before day 30 protects your credit. If you are past day 30, the focus shifts to stabilizing the situation.

Day 60 — Second Strike

A second 30-day delinquency is reported. Santander Bank will typically have contacted you by phone and letter by this point. Loss mitigation conversations should be actively happening by now. If they are not, call immediately.

Day 90 — Right-to-Cure Notice (Massachusetts) / Demand Letter

In Massachusetts, the servicer must send a 90-day right-to-cure notice under Massachusetts General Laws Chapter 244, Section 35A before foreclosure steps can begin. This notice is serious — but it also means you still have 90 days. Contact a HUD-approved counselor or the MA Attorney General’s HomeCorps hotline (617-573-5333) as soon as you receive this letter. In New Hampshire, there is no equivalent right-to-cure requirement. The servicer moves toward the 120-day federal threshold.

Day 120 — Federal Foreclosure Protection Lifts

Under federal CFPB rules, Santander Bank cannot initiate foreclosure until the loan is at least 120 days delinquent. After day 120, the formal foreclosure process can begin. In Massachusetts, this process still requires additional steps (SCRA Land Court proceeding, three weeks of newspaper publication, 14 days’ sale notice) — adding months to the timeline. In New Hampshire, the non-judicial process moves faster, with only 45 days’ notice and three weeks of newspaper publication required before the auction.

Your Options With Santander Bank

Regardless of what stage you are at, you have options. Here is what each one means and which ones Santander Bank typically offers:

Forbearance: A temporary pause or reduction in your monthly payments. Your servicer agrees to let you skip or reduce payments for a set period while you recover from a hardship. The missed amounts are not forgiven — you will need to address them through a repayment plan, modification, or lump sum. Ask Santander Bank about formal and informal forbearance options.
Repayment plan: An agreement to catch up on past-due amounts by paying extra each month on top of your regular payment. Good option if your income has returned and you can handle a temporary increase. Santander Bank can structure these over several months.
Loan modification: A permanent change to your loan terms — interest rate, loan length, or principal — to reduce your monthly payment on a lasting basis. Requires documentation of your hardship and financial situation. Takes 30 to 90 days in most cases. Santander evaluates you under the applicable investor guidelines for your loan type.
Pre-foreclosure sale: Selling your home before the foreclosure is completed, while you still own it. If you have equity, this is often the best outcome — you protect what you have built, pay off the mortgage, and walk away with a clean start.
Short sale: When the home is worth less than you owe, you and Santander Bank agree to sell it for less than the full loan balance, with Santander accepting that lower amount as full payment. Requires lender approval. Takes longer than a traditional sale. Generally less damaging to credit than a completed foreclosure.
Deed in lieu of foreclosure: You voluntarily sign the home over to Santander Bank in exchange for release from the mortgage. Avoids the public foreclosure process. Lenders typically require a short sale attempt first.

Santander offers repayment plans, forbearance for documented hardships, loan modifications (both investor-standard and proprietary portfolio programs), and refinancing where eligible. For homeowners who cannot keep the home, Santander processes short sales and deeds in lieu of foreclosure.

For conventional loans sold to Fannie Mae or Freddie Mac, Santander uses the standard Flex Modification framework. For portfolio loans, Santander has proprietary modification authority — meaning the bank can negotiate terms without obtaining separate investor approval, which can speed the process.

Santander does not have a large FHA/VA loan servicing portfolio, so government-specific programs (partial claims, VA compromise sales) are generally not available through Santander. Their loss mitigation toolkit is designed primarily for conventional and portfolio borrowers.

When a Pre-Foreclosure Sale Through Santander Bank Makes Sense

Pre-Foreclosure Sale

If you have equity in your home and need to sell before Santander Bank takes further steps, a pre-foreclosure sale gives you control of the outcome.

Santander's New England roots and regional footprint give their loss mitigation team familiarity with the Massachusetts and New Hampshire market. Pre-foreclosure sales in communities like Haverhill, Lawrence, and the Merrimack Valley — all well within LSG's active territory — are situations Santander's team has navigated.

A pre-foreclosure sale is simply a sale that happens while you are behind on your mortgage but before the foreclosure is completed. You remain the owner. You choose the agent. You negotiate the price. If you have equity — meaning the home is worth more than you owe — you pay off Santander Bank’s loan at closing and keep the difference.

This is often the option that preserves the most financial value and the most dignity. Families across Massachusetts and New Hampshire — in Andover, Haverhill, Newburyport, Salem (NH), Windham, and communities throughout the region — have made this choice, often with far better outcomes than they expected when they first reached out.

I am a real estate professional, not a lawyer or financial advisor. I can help you understand whether selling makes sense given your timeline and equity position, and I can guide you through the process with honesty and care. The conversation is free and carries no obligation.

When a Short Sale Through Santander Bank Makes Sense

Short Sale

When you owe more than the home is worth, a short sale allows you to exit cleanly — with Santander Bank’s approval — and avoid the worst of a completed foreclosure.

Short sales through Santander benefit from their portfolio-loan flexibility when applicable. For loans requiring investor approval (Fannie/Freddie), the timeline is similar to other servicers. Proper documentation and a real estate agent experienced in short sale negotiations remain the most important factors.

A short sale requires Santander Bank’s approval because they are agreeing to accept less than the full loan balance. To be approved, you typically need: a documented hardship, a purchase offer from a ready buyer, a comparative market analysis showing the proposed price is reasonable, and financial documentation. Santander’s loss mitigation team reviews the package and makes a decision, often in 30 to 90 days depending on the investor on your loan and the completeness of your submission.

In Massachusetts, the 90-day right-to-cure period — combined with the additional time required for the non-judicial foreclosure process — typically provides enough runway to complete a short sale before a foreclosure sale occurs. In New Hampshire, the timeline is tighter, but a short sale is still possible if you begin the process promptly and Santander Bank agrees to postpone the auction while the sale is pending.

I want to be transparent: a short sale has potential tax implications (the forgiven debt may be treated as taxable income in some circumstances) and you should consult a tax advisor before closing. I am a real estate professional, not a tax advisor. I can guide the real estate process; a CPA or tax attorney should advise on the tax side.

Free Help You Should Know About

These resources cost you nothing. They exist precisely for situations like yours. Use them.

HUD-Approved Housing Counselors 800-569-4287 Free, impartial counseling from HUD-approved agencies. They can review your options, help you prepare for your conversation with Santander Bank, and advocate on your behalf. Available in Massachusetts and New Hampshire.
HOPE Hotline (Homeownership Preservation Foundation) 888-995-4673 Available 24 hours a day, seven days a week. Over 170 languages. Free. Connects you with HUD-approved counselors who can help you understand your situation and prepare to talk to Santander.
Massachusetts Attorney General’s HomeCorps 617-573-5333 Free loan modification advocacy specifically for Massachusetts borrowers. HomeCorps specialists negotiate directly with servicers on your behalf. One of the most valuable resources available to Massachusetts homeowners in distress.
NH Housing Finance Authority nhhfa.org New Hampshire’s housing finance authority provides counseling referrals and resources for homeowners in difficulty. A good first stop for New Hampshire residents before calling Santander.
603 Legal Aid (New Hampshire) 603-224-3333 Free legal services for qualifying New Hampshire residents facing foreclosure, including help understanding your rights and, in some cases, legal representation.
Massachusetts Division of Banks (Imminent Foreclosure) 617-956-1501 If you have an auction scheduled within seven business days, call the Massachusetts Division of Banks immediately. They may be able to request a 60-day delay from your servicer on your behalf.

Frequently Asked Questions About Santander Bank and Mortgage Hardship

What does Santander Bank's loss mitigation department do when I fall behind?

Santander Bank's loss mitigation department is the team within the servicer responsible for working with borrowers who are behind on their mortgage. When you call and ask for loss mitigation, you are connecting with people who have authority to discuss forbearance, repayment plans, loan modifications, short sales, and other options. They review your financial information, document your hardship, and evaluate which programs you qualify for under your loan type and investor guidelines. Their job is to find a resolution that avoids foreclosure if possible — foreclosure is expensive and time-consuming for servicers too. In Massachusetts and New Hampshire, this department is your primary point of contact for any option beyond simply making a payment.

How do I ask Santander Bank for forbearance or a loan modification?

Call Santander Bank at 877-768-2265 and ask to speak with the loss mitigation department. When you reach them, explain that you are experiencing a financial hardship and ask to be evaluated for forbearance or a loan modification, depending on your situation. Forbearance is appropriate if your hardship is temporary — you expect to be able to resume payments within a few months. A loan modification is appropriate if your income has changed permanently and you need a long-term adjustment to your payment terms. Have your loan number, a recent mortgage statement, documentation of your hardship, and proof of income ready before you call. The more organized you are, the more productive the conversation will be.

Can I do a pre-foreclosure sale or short sale through Santander Bank in Massachusetts or New Hampshire?

Yes. A pre-foreclosure sale means selling your home before the foreclosure is completed — ideally while you still have equity, and before the public record of the foreclosure creates additional barriers. A short sale means the lender agrees to accept less than the full loan balance as payment in full, allowing you to sell even when you owe more than the home is worth. Both are options that Santander Bank participates in, subject to investor guidelines and documentation requirements. In Massachusetts, the 90-day right-to-cure period typically gives you enough time to list and negotiate a sale if you act early. In New Hampshire, the timeline is shorter — non-judicial foreclosure can move to sale in as little as six months — so beginning the process promptly matters even more.

How long does Santander Bank take before starting foreclosure in MA or NH?

Under federal law, no servicer — including Santander Bank — can begin the foreclosure process until a borrower is more than 120 days delinquent on their mortgage. In Massachusetts, the servicer must also send a 90-day right-to-cure notice before foreclosure steps can begin, and that notice cannot be sent until you are already in default. In practice, the earliest a Massachusetts foreclosure can move to auction is roughly six to nine months from the first missed payment — and often longer due to required court proceedings and publication requirements. In New Hampshire, the non-judicial process moves faster — after the 120-day federal waiting period, the servicer needs only 45 days' notice and three weeks of newspaper publication before a sale. Acting within the first 30 to 60 days of falling behind gives you the most options in either state.

Who do I call at Santander Bank about hardship?

Call Santander Bank at 877-768-2265 and ask specifically for the loss mitigation department or the home retention team. Do not settle for general customer service — they handle payment questions, not hardship options. The loss mitigation team is the group with authority to discuss forbearance, repayment plans, loan modifications, and pre-foreclosure sale options. If you want guidance before calling, the HOPE Hotline is available at 888-995-4673 (24 hours a day, seven days a week) and can help you understand your options and prepare for the conversation with Santander Bank. In Massachusetts, the Attorney General's HomeCorps hotline at 617-573-5333 provides free loan modification advocacy.

If Your Mortgage Payment Is Late With Santander Bank in Massachusetts or New Hampshire — Here Is What to Do