Currently, I have a principal retirement payment taken out monthly in addition to my usual payment plus escrow. I want change this. In the middle of the holidays, I called the mortgagor, Santander, to make a change. They blocked access based on both the last XXXX digits of my SSN, and the whole SSN. The response was that it was incorrect. I know my SSN. They do too, as my tax forms ( XXXX, XXXX ) arrive at my address with the correct SSN. After that I tried to access a person and got cut off. I have run into this before with Santander. They obstruct for some reason ant interaction with their clients. 
When I tried to set up this accelerated payment, they resisted my efforts, until I filed a complaint with CFPB. Then they complied. It appears to me that the only way to deal with this bank is through your agency. 
