Date Received: 2021-10-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My father passed away on XX/XX/XXXX. I was left his house and have had a new deed drawn up in my name. The loan was transferred from XXXX to Specialized Loan Servicing on XX/XX/XXXX. Once SLS took over the loan, the name XXXX XXXX started appearing on his loan statements. I have been calling since the beginning of XXXX to have her name removed from the account. Her name was not on the loan or on the deed when it came over to SLS and I have confirmed that with reps who have looked at the documents they have. I have sent in a copy of the new deed with my name, Death Certificate and letter of administration. Every time I call, no body can help me. I get told a ticket has been submitted and someone will call me back. I have not once received a call back. I ask to speak to a supervisor and they tell me they can't transfer me but can schedule a call back. No one calls me back. There are never any changes or updates on the issue when I call. I make the payment every month and am current on the mortgage. They are unwilling to help me fix their error and I'm not able to refinance the loan in my name until they remove this other person 's name from the account. I am beyond frustrated and this has been the absolute worst part of dealing with my dad 's estate.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23455
Submitted Via: Web
Date Sent: 2021-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On the XXXX of XX/XX/2021 I called SLS Mortgage Company in Arizona to check up on the status on my new refund check that I'm supposed to receive a few weeks back. Check # XXXX issued my check with my last name spelled wrong. This issue has been going on since XX/XX/2021. My local bank teller couldn't deposit the check because my last name has been spelled wrong. I tried calling several times when I have free time to call the SLS mortgage escrow department, because I'm enrolled in a XXXX XXXX XXXX in Texas XXXX XXXX XXXX and my mobile phone must be shut off during XXXX XXXX. The agent I talked to SLS Mortgage Escrow Department is XXXX, Employee # XXXX. XXXX was unethical and discourteous when I asked her about the check that was issued to me that had my last name spelled wrong. XXXX was verbally rude over the phone and asked me that it takes 14 days to re issued the check to me. I tried to explain to her that I have called last 2 weeks ago and the agent XXXX XXXX talked too, said it's been mailed to my address with my last name spelled correctly. I explained to XXXX that this issue has been going on since XX/XX/2021 and I told her I will report her to Better Business Bureau, Federal Trade Commission, and the Consumer Financial Protection Bureau for mistreating their customer and false information from different employees saying my check has been re issued to me. XXXX verbally guffaw and told me that I shouldn't report to three bureaus because SLS mortgage wont work with those complaints that I have filed. XXXX told me she is the Manager of the Escrow department and told me it's not necessary to file a complaint. On the XXXX of XX/XX/2021 I called the SLS Mortgage Escrow Department to check up on my status. XXXX answered my call and told me that the new check been reissued to me hasn't been made yet. I told her that XXXX is supposed to fix my check with my last name spelled correctly. XXXX reached out to XXXX at the XXXX department, and I waited for over 10 minutes on hold. Unfortunately, XXXX told me XXXX hasn't issued me a new check with my last name on it. XXXX told me to call back in 5 days. This is outrageous and very frustrated when I have different SLS employees told me that my check has been re issued and now I have been neglected by SLS Employees and my check hasn't been processed with my correct last name. I am a XXXX XXXX Veteran that served 12 years XXXX XXXX with a double XXXX XXXX XXXX in XXXX XXXX and XXXX XXXX. I now completed my XXXX XXXX XXXX at Texas XXXX XXXX XXXX. SLS Mortgage Company should retrain their employees in customer service and good ethical background on how to handle their customers in a professional attitude. Please investigate. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AK
Zip: 99504
Submitted Via: Web
Date Sent: 2021-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: To whom it may concern : Please see attched documents from my attorney that states the incompetence, unethical practices, Omission of errors request of back dating legal documets. Sending documents to wrong address advised 3 to 5 times to recently after over a year they send a certificate of change. a month ago Not trustworthy Omission of error verbally to my attorney and I to continue to make mistakes. Employee goes MIA foe over a week to call and state they put hold on Sherriff Sale when in doubt my attorney advised. Approved signed legal modification to request to back date documents. Dismissal avoidance of my attorneys communication. Almost lost my home one day before sale for their attorney as well said all is on hold when in doubt was not from SLS communication broken Buyer Beware read the reviews.. Now a conversation was done by my attorney and employee who has given omission of error to correct to again do wrong in communication. The employee was required to contact my attorney when in doubt I did a conference call for him to hang up and state he called him did not. Trial Period done successfully. XXXX check sent back advised by employee we will update the numbers send a new updated modification agreement. I communicated with employee prior that you want a notarized approved modification and requested to back date on one form when notarized legally he said yes. Then he stated donot send any checks we will correct. Apologized to my attorney at time he is and was prior furious at their business ethics. To send a new application when in doubt approved modification made payments etc. They are trying to cover their erroneous behavior. XX/XX/XXXX again is my XXXX sale that needs to be put on hold by SLS again SLS has avoided my attorney to now action must be taken it is SLS responsiblility and they are accountable for their unethical practices. Received correct approved modification last month asked to back date.. made payments now I am to do a new application when in doubt it is extremely unethical. I requested all in writing they will not put anything in writing they know their omission have been acknowledged by SLS. Buyer beware..They have no concern of the borrower. In this pandemic XXXX over have passed on and they are now trying to take advantage of people for their benefit of loss which in doubt is not allowed and against all premises. The emplyee has gone MIA again he stated all was done and nothing was. They have called emotional distress at the same time apologize and continue to do unethical practices. Approved Modification never sent documents to send to be notarized in XXXX to ask to back date unethical than when in fact the internal office had no idea of dates then to send XXXX approval in XXXX correct modification. Nothing has been done correctly denied avoided and now apologizes hoping that will satisfy when in doubt continues to do unethical practices Buyer Beware. No missed payments as per Trial period
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07042
Submitted Via: Web
Date Sent: 2021-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Please forgive me, however, these documents would not open to be submitted with COMPLAINT XXXX filed about 2 hours ago. Uncertain IF it was your system ( as this has happened on prior occasion ) or IF my computer. However, these are an extension of the above referenced complaint. Thank you for understanding XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 333XX
Submitted Via: Web
Date Sent: 2021-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Re : Loan Nbr XXXX SLS/XXXX FRAUDULENT FORECLOSURE Please see Letter of today, XXXX XX/XX/2021, enclosed with the full complaint. For some reason the document would NOT permit me to copy/paste. Please forgivel Thank you for understanding. Sincerely, h XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 333XX
Submitted Via: Web
Date Sent: 2021-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have had a very difficult time with SLS. I have tried to submit for a loan modification several times. I was never able to communicate to the same person which always caused confusion. SLS always seemed to lose my paperwork, which I constantly had to re-fax. I currently have a full modification package submitted with every required document. SLS has refused to review the documents. Stating the need 37 days. I have been informed by HUD under the California Homeowner Bills of Rights it 5 days. Which I have done. The hardship that has caused me to be in this situation is I was laid off 8 months before COVID hit the United State. I was applying for a new jobs and the pandemic stopped all the interviews and process I had completed. I kept looking for work during the pandemic and was finally hired for a new job in XX/XX/2021. I am back to work full time with a great new job and with my wife income as well we can easily afford our mortgage payments. HUD has informed me that my gross income qualifies under mortgage banking guidelines.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 914XX
Submitted Via: Web
Date Sent: 2021-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX, 2021 - My mortgage payment ( {$2600.00} ) was submitted to XXXX XXXX 3 XXXX, 2021 - My mortgage payment posts XXXX XXXX, 2021 - Specialized Loan Servicing ( SLS ) purchases my loan from XXXX XXXX XXXX XXXX, 2021 - I contact SLS to arrange payment for XXXX XXXX. SLS representative tells me my mortgage will be 30 days delinquent XXXX XXXX, and I will be reported. I explain there is a mistake and attempt to make payment, the representative hung up on me. I called again, was able to make payment. SLS maintained I was delinquent. XXXX XXXX, 2021 - My wife and I call multiple times and are hung up on, and given incorrect, conflicting statements from SLS. SLS does not acknowledge the XXXX payment was made. We provided a copy of my bank statement showing payment was made. They do not acknowledge the error. XXXX XXXX, 2021 - I notify SLS by certified mail of the error. XXXX XXXX, 2021 - XXXX receive a letter from SLS indicating I would need to mail a different office. I have attempted countless times to notify SLS of the error in my account. I have requested a corrected loan history showing correct application of payments and calculation of interest. I have received no acknowledgement or commitment to correct the situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06776
Submitted Via: Web
Date Sent: 2021-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I submitted a complaint and the mortgage company says they did not receive it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31313
Submitted Via: Web
Date Sent: 2021-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 1. In XX/XX/2021, I refinanced my home. I have an escrow balance of {$4500.00} that is rightfully owed back to me from Specialized Loan Services. As part of the refinancing process, this should have automatically been mailed back to me when the loan was paid by the new loan holder. 2. In XXXX, I had not received the check and called to inquire. They indicated the check had been mailed, so they'd have to cancel the check and issue a new check. This process should take around 10 days. That same day, the check came in the mail. I called to ask if they could reverse the check cancellation. They indicated they could not and I should destroy the check. I did this. 3. Thinking that the check from XXXX was on its way, I waited until XX/XX/XXXX to inquire again. The company indicated the check from XXXX had not been cancelled and someone was supposed to have called me to let me know the XXXX check was cashable. This did not happen. 4. On XX/XX/XXXX, XXXX ( employee ID XXXX ) indicated he would assign the case to himself and update me with a tracking number for the new check by XX/XX/XXXX. 5. On XX/XX/XXXX, I called and XXXX indicated " there had been a change in company policy '' that would not allow him to track this case. My understanding is that no check has been issued. Before I could get more details, he hung up on me, or I was disconnected. 6. I called back and spoke with XXXX ( employee ID XXXX ) who indicated the same information as XXXX on XX/XX/XXXX- the case has been escalated and her notes request a wire transfer or certified mail so the check is traceable. She indicated this would take another 15 days to resolve and that she would call me on XX/XX/XXXX to update me on the status. This appears to directly contradict what XXXX said about the company policy that no longer allows for cases to be assigned to specific agents for resolution. I also requested a supervisor call back, which takes 24-48 hours. 6. No one has been willing to provide a direct number or email to call back to. The phone tree makes it difficult to reach a human person. I have called 11 times and only been able to connect 6 of those times. I have spent approximately 8 hours working on trying to get this resolved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 40205
Submitted Via: Web
Date Sent: 2021-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our attorney has put an offer in writing to Specialized Loan Servicing over 30 days ago, and the company has not responded to our offer. We are trying to refinance our mortgage away from this servicer due to their improper handling of our file. The balance stated that is owed to this company in their response to the CFPB is an incorrect amount and is not what has been stated on the many statements sent monthly to our home address. The balance discrepancy is over {$30000.00} plus. Their accounting methods/practices are suspect, and this is causing huge issues with refinancing when the balance owed is incorrect and forces us into a situation of being legally advised not to give this company any more money because they've committed many RESPA violations on our file. Please be advised we did not respond in a timely fashion to the complaint which was due last week because we were not advised via email from CFPB that one was due. If an email was sent, we never received one. We've only received one email recently from CFPB, and it was only in our XXXX inbox yesterday advising us that our complaint has been closed out. So whatever is transpiring as to why emails aren't delivered timely is a mystery and more of the same fraud. More of the same with regard to reaching out to CFPB and not getting the help/assistance that is required and then our complaint is closed with no resolution. I will address my concerns with how our complaint was handled by CFPB with our attorney who's still awaiting a response to our offer to settle this with SLS. It seems they don't have to abide by RESPA law and your division does nothing about it for years on end and doesn't send our file to the appropriate overseeing authority to stop this fraud and abuse.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92127
Submitted Via: Web
Date Sent: 2021-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A