Date Received: 2021-08-13
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We are in the process of purchasing a new home. Our mortgage company requested a Verification of Mortgage XXXX XXXX XXXX from a previous loan under Specialized Loan Services ( SLS ) Company. The VOM came back reporting 4 delinquent payments. These payments were all under the federal Covid forbearance program. The VOM does not have any dates to show these 4 payments were covered under that. The VOM does not qualify anywhere that these were approved missed payments. The VOM gives no mention the loan was even in forbearance. The underwriting Department for our new loan is insistent that SLS change the VOM to be accurate. SLS is insistent that they can not change it and have no way to add anything to it or even easily send a letter of explanation to go with the VOM. The only remedy SLS said we may have is by writing to them via post mail and wait for an answer. By then we will have lost the home and earnest money and all expenses to date we've invested in this new home purchase.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84043
Submitted Via: Web
Date Sent: 2021-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In previously filed a complaint w CFPB regarding the way my loan was being serviced, esp during COVID 19 hardship. I asked to have a new point of contact assigned, as my contact, XXXX, had given me incorrect information & I felt was biased towards me. I received a letter from SLS advising me of my new Point of Contact, but the customer service number provided was only for messages & when I called the alternate number for customer service provided on the recording I was told that XXXX was still my account rep & they had no idea who the person listed on the letter from SLS was. I am requesting the correct contact for my Single Point of Contact & the opportunity to apply for a loan modification plan. More time has gone by now that I was given the wrong information & it will affect my loan modification eligibility. Also in the previous complaint response, I was told to submit a loss mitigation package, but no package was sent to me.
Company Response:
State: CA
Zip: 90035
Submitted Via: Web
Date Sent: 2021-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am a XXXX XXXX provider but due to the Covid 19 pandemic lock down there was literally zero business.During the lock down I did not work for more than a year and applied for government mandated mortgage forbearance plan which was approved as well as extended. This XXXX i started working and i tried to resume my mortgage payment. The bank refused to accept regular monthly payment and demanded me to pay back the full forbearance balance at once, which is more than XXXX XXXX dollars. I did not work for more than a year, i asked the bank for deferment of the balance, which they denied verbally over the phone, stating my lender does not offer deferment. Then the bank asked me to apply for loan modification, which they denied as well. My home loan was modified back in XXXX during the real estate market disaster, my bank keeps referring to those policies. This is year XXXX, there is a global pandemic and financial recession, how could the bank ignore current situation and base their decisions on XXXX. I am in a position to resume my home mortgage payments, it will be possible only if the bank is willing to work with me. I applied for modification which was denied based on the XXXX modification, this is unrealistic and unfair.
Company Response:
State: VA
Zip: 20176
Submitted Via: Web
Date Sent: 2021-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hello! I've already file a complaint with this company on XX/XX/2021, the complaint number is ( XXXX ). However, I'm still seeking some some assistance in pay my mortgage payment and becoming current on my house note. I really appreciate your time and assisting. I can be reach @ ( XXXX ) XXXX. Thank you! XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-09
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: My mortgage loan with Specialized Loan Servicing, LLC was paid off in XX/XX/2021. On XX/XX/2021, Specialized Loan Servicing, LLC notified me that release of mortgage would be sent to the county recorder 's office. On XX/XX/2021, I contacted XXXX XXXX County where the property is located and was told they have not received mortgage release document. After that, I contacted Specialized Loan Servicing, LLC numerous times and opened two tickets, XXXX and XXXX. As of today, my issue has still not been solved. It is very frustrated and difficult to work wit h Specialized Loan Servicing, LLC as their mortgage dept refused to take any direct inquiries and everything have to go through either front desk or opening ticket. It is almost three months since my loan was paid off and my communication with Specialized Loan Servicing, LLC yields no results. I have to request CFPB to step in to help me solve this issue. Thanks
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77479
Submitted Via: Web
Date Sent: 2021-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Specialized Loan Servicing LLC. received XXXX from my county tax agency. After trying everything in my power to get my money which they thought they were going to try to steal they finally sent me XXXX that however is not XXXX. They still owe me XXXX They legally can not keep that money. Both the head tax agent for XXXX and my current mortgage company said they know for a fact that is what SLS received and should return to me. I want to know where this left over money is. All I want is my money and I will be out of their hair. Also, whenever I call in trying to find out what is going on they pretend like they are transferring me over and then just hang up. It is honestly trifling.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 230XX
Submitted Via: Web
Date Sent: 2021-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hello, We have been attempting to complete a loan modification with Specialized Loan Servicing since we submitted our application on XX/XX/XXXX. But Specialized has been engaging in obfuscation and imposing roadblocks that are impeding us from restarting our payments in a lower, more manageable rate. Specifically, company representatives on the phone for weeks have falsely insisted we have not submitted documents required to move forward with the loan modification a practice that is the basis of at least two other CFPB complaints submitted in XXXX against Specialized. In our case, on two occasions, two separate representatives on the phone have said all of our documents were indeed in their possession -- only to be told days later when we called back that they needed more documents. We have submitted all required documents outlined in their loan modification application. For example, most recently, on an evening Fri. XXXX XXXX phone call, a representative informed us they now required three different forms of business hardship verification, when in fact their Mortgage Assistance Application, under SECTION 7 : HARDSHIP AFFIDAVIT ( attached document ), requires only one of three documents as required hardship documentation for a disaster adversely impacting the borrower 's place of employment. We submitted a Small Business Administration loan proving our hardship. However, on multiple phone calls, they have insisted they do not have the SBA Loan documentation. In fact, we submitted it twice -- which representatives on two occasions in late XXXX said they indeed received, after claiming they had not. They continue to find more " documents '' that were not submitted, even though twice we were informed they were all received. In addition, we are unable to reach the point of contact for our Home Loan Assistance Application. Specialized 's website says our point of contact is " XXXX. '' The phone number under her name goes to a general customer service line, with a new representative answering the phone on each occasion. There is not direct email for her. For about a dozen times, we have asked to directly talk to XXXX, who we are told is away. She only called us once in late XXXX. She took approximately 30 minutes on the phone to go through each of our documents and ensured us we had sent everything required. We believed she would finally take care of our application. ( XXXX only reached out to us after we informed a Specialized representative that we intended to file a complaint with the CFPB unless they helped us move forward with our modification request. ) XXXX informed us at the end of the call that our documents were all in the possession of Specialized and that we would hear back soon from her or a supervisor about the outcome of our loan. We never heard back. Instead, when we called back Friday, XXXX XXXX, a representative insisted we needed to send additional documents. We informed him that XXXX and one other representative in XXXX had told us the documents were already submitted, and that we would be filing our complaint with the CFPB because Specialized appears to have no intention to take our modification seriously. We also asked him why XXXX and the other representative would lie to us and tell us our documents were all approved and in their possession, only to later repeatedly be told our documents were still missing. We noted that the company records its calls, and that supervisors can check for confirmation if they wanted to. To this day, Specialized 's website claims our modification application is missing " One of the following document ( s ) : Insurance Claim ; Federal Emergency Management Agency Grant ; Small Business Administration Loan. '' The 14-page SBA Loan document was submitted in full both on XX/XX/XXXX and XX/XX/XXXX. The website also claims it is missing tax returns, which we submitted on XX/XX/XXXX and again XX/XX/XXXX. It also claims a " P & L Statement '' for three consecutive months was not submitted. It was submitted twice, on XX/XX/XXXX and XX/XX/XXXX. The bottom line is this : We have submitted the required documents. But at every turn, we are met with new barriers to our loan modification application.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20878
Submitted Via: Web
Date Sent: 2021-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2021 I submitted my initial complaint XXXX in which I stated tha I am unable to access my account to set up automated payments or review any information. Since then I have made multiple attempts to resolve the issue contacting customer service and escalating the issue to SLS escalation department. I have contacted the primary escalation supervisor, XXXX XXXX XXXX, multiple times and left voicemails. He has failed to respond or return any of my calls. I have been told that my account fully transferred from XXXXXXXX XXXX to SLS on XX/XX/2021. My final payment to XXXX of {$3000.00} was transferred to SLS shortly after. It has not been applied to my loan. On XX/XX/XXXX, made an electronic payment from my personal XXXX account to SLS. It was received by SLS on XX/XX/XXXX. SLS refused the payment ( see attached ). On XX/XX/XXXX, I made a payment to SLS via the phone of {$2200.00}. This combined with the {$3000.00} should have been applied to my XXXX payment. Neither of these payments appears to have been applied to my loan as my latest notice from SLS shows an outstanding payment balance of {$10000.00} I have no faith in SLS managing my payments via the phone or accessing my personal checking account. I would like to be able to make the payments via my chase account and have documentation that they are paid.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2021-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-05
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: After Specialized Loan Servicing Stole {$2000.00} from my escrow account I made the decision to re finance in order to get away from them. My new mortgage company XXXX XXXX requested the loan payoff amount. Specialized Loan Servicing sent a higher payoff amount than it should have been, Giving the impression that they are trying to steal another {$1100.00} from me.
Company Response:
State: TX
Zip: 754XX
Submitted Via: Web
Date Sent: 2021-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: A communication was hand delivered to me with information that my home is scheduled for a sheriff sale on the XXXX of XXXX, XXXX. I am current on a mortgage that was modified by XXXX XXXX XXXX since XXXX. I was in the process of refinancing my loan to a better rate and found out that there is a second lien on my home and is requesting an unpaid balance of about XXXX. My loan was bounced around to few servicers and ended up with XXXX XXXX XXXX. I do not understand why the information on the second lien was not fed to me during the modification period? The purpose of the modification program was to help home owners keep their homes, but not giving consumers the totality of deal defeats the purpose of the program in the first place. My loan was in two parts, a first and a second ( 80 % and 20 % ). XXXX XXXX XXXX modified the 80 % and left the 20 %. I was of the understanding that once I kept up the modification agreement, my home was safe. Now after paying the agreed amount from the modification agreement from XXXX to present, I am told that my home is going into foreclosure. I think it was unfair to modify my loan without mentioning the second lien, or why would the original holder of my loan turn over one part of my loan to a different company and not the other as well? They are now requesting XXXX, XXXX which includes lawyers fees and unpaid balance. The original loan was for about XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 554XX
Submitted Via: Web
Date Sent: 2021-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A