Four Co-Holders Face Mortgage Stalling at CaixaBank
Mercedes Fernández holds a 25% share of a mortgage with CaixaBank alongside three other co-holders, and she has spent months trying to secure an urgent restructuring, grace period, or moratorium on the loan due to her financial hardship and personal vulnerability. The borrower’s situation involves a recognized 40% permanent disability, documented domestic violence history, and severe anxiety and depression exacerbated by housing uncertainty. CaixaBank logged her formal complaint under reference number 82685878, yet months of communications have failed to yield a concrete resolution or clear timeline.
Disputed Documentation Claims and Office Visit Deflection
Communication breakdowns marked the formal request process from the start. Fernández sent numerous emails to CaixaBank’s branch and corporate addresses beginning September 1, 2026, without receiving effective answers. Customer service responded on September 2, 2026, stating the file remained in process but offered no resolution date or specific requirements. When Fernández visited the Chinchón branch in person on October 30, 2026, the branch director, Mercedes Fernández Aguilera, did not meet with her directly, and staff communicated that documentation was missing without identifying the specific paperwork required. This stance contradicted earlier statements from the institution indicating that the sole pending matter was a legal consultation regarding whether the loan could be modified without the signature of Fernández’s ex-husband, who has stopped contributing to regular mortgage payments.
Impending Mortgage Review and Demanded Accountability
The urgency of the unresolved mortgage adjustment centers on an upcoming review of the mortgage conditions scheduled for November 2026. Fernández’s parents are listed as property co-holders but do not act as loan guarantors, leaving the financial burden heavily concentrated. Through an intervention request, the borrower demands an internal investigation into the Chinchón branch management, written disclosure of any genuinely missing documents with timeline justifications, and the legal basis requiring all four signatures. The filing asks for an immediate review of the restructuring request under vulnerability protections, a formal written resolution, and formal assessment of damages caused by administrative delays.
Frequently Asked Questions About the CaixaBank Mortgage Dispute
What specific relief measures did Mercedes Fernández request from CaixaBank?
Fernández requested a mortgage moratorium, a grace period, or a loan restructuring measure to manage her payments amid financial hardship and a disability status. CaixaBank acknowledged receipt under complaint number 82685878 but has not granted the requested relief.
Why is the mortgage modification complicated by multiple signatories?
The loan carries four co-holders. CaixaBank initially cited a pending legal review to determine if restructuring could proceed without the signature of the ex-husband, who has stopped paying his share.
What actions are consumer advocates taking on the borrower’s behalf?
Fernández has requested the intervention of OCU to mediate with CaixaBank, demand an effective response, and insist on transparent handling of her vulnerability status and disability protections ahead of the November 2026 mortgage review.
Worth a look