Date Received: 2021-08-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have home equity line, originally from XXXX XXXX XXXX, acquired by Specialized Loan Servicing account # XXXX. I have XXXX balance. I have tried -- 5 times now -- three via phone, one in email, and on with their online system to close this account so that I can proceed with refinancing. They respond consistently that I need to pay off the account, or request a payoff quote, which I have -- which is {$0.00}.
Company Response:
State: TX
Zip: 786XX
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: Trouble during payment process
Subissue:
Consumer Complaint: Due to a clerical error on the part of Specialized Loan Servicing, LLC, my ACH payments were shut off and two months ( XX/XX/XXXX/XX/XX/XXXX ) of mortgage payments were not made and I was not notified until XX/XX/2021. When I received the Notice of Foreclosure I paid all monies owed ( including late fees ) to bring my account current. In speaking with Supervisor XXXX, he acknowledged that the Customer Service rep I spoke with in XXXX should have told me that the ACH payments would be suspended but the recording shows he did not. Since XXXX, I have been requesting the repayment of the late fees since this was a bank mistake. I have a letter that states that the company contacted the credit bureaus stating that this was their accounting mistake ( attached ). Not only are they refusing to reimburse the late fees, they say that because I made 2 late payments ( which I did not ) I am not allowed to request reimbursement. In XXXX, I made a partial payment based on a third late payment fee that I did not have to make ( I spoke with a company representative who said that the third late payment would be added to the smaller XXXX payment I sent in and I would be current for XXXX ). They put my check in a suspense account instead and said I did not make an XXXX payment. I was denied credit due to this mix up and the resulting impact to my credit report. I have attached a complete listing of who I talked with, dates and what was discussed at each call. I have repeatedly asked to speak to a Manager/Supervisor and have been told I can not due to company policy. I would like a full reimbursement of any and all late payments paid on this account ( I have never been late with a payment until this occurred ), and another letter sent out to the Credit Agencies with a copy to me due to the mishandling of the XXXX payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06770
Submitted Via: Web
Date Sent: 2021-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-04
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: CFPB Case # XXXX-XXXX was resolved with Specialized Loan Servicing stating in part : " Our records reflect that the account was reported as delinquent after the account was approved for the above-referenced loan modification trial period plan. A manual update was submitted to the credit reporting agencies on XX/XX/XXXX, indicating the account is participating in a forbearance plan from XX/XX/XXXX through XX/XX/XXXX. This update will be received by the credit agencies within 72 hours ; however, it may take additional time for them to update their records and for this to appear in official reporting. Please use this letter as verification of this correction. We regret any inconvenience this may have caused. '' On XX/XX/XXXX I was denied a mortgage due to my credit reports still showing an erroneous 120 day delinquency reported for XXXX of XXXX by SLS. On XX/XX/XXXX I called SLS and was told by XXXX ( teller ID XXXX ) that she would submit a ticket to have the delinquency removed. On XX/XX/XXXX I was contacted by the escalations department and told that the ticket had been denied, I was still considered 120 days delinquent. I asked them to read the XX/XX/XXXX letter which she did while I was on the phone. She promised to put in another ticket and reference the letter. We are now at 10 months and counting where I am being denied credit due to this erroneous credit reporting by Specialized Loan Servicing. At no point was I delinquent on my loan, the 90 day forebearance was pre-approved, I entered and completed the trial period of 3 months and my loan was modified. It is clear that SLS struggled and continues to struggle with loan modifications due to COVID. This system glitch has now impacted two loans for me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44312
Submitted Via: Web
Date Sent: 2021-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have filed many complaints with SLS and with CFPB with regards to this matter. SLS has yet to correct this ongoing matter correctly, they keep perpetuating the matter and refuse to take responsibility in the fraud that they committed by granting a loan modification without my consent, communicating with the incorrect parties, communicating with parities that have no legal rights or obligations to the properties right up to XX/XX/XXXX even after the AG 's Office of MA notified them. My last complaint was answered by SLS by documents with no signatures. I was given blank. I requested copies of the loan modification to show signatures because I never signed any legal documents, I couldn't because I `was incarcerated. SLS also sent a very altered court document without the seal of the Court - because the document from the Court provided an end date for XXXX XXXX to be personal representative of the estate of XXXX XXXX XXXX XXXX. SLS has requested that I file a police report for identity theft but yet they have perpetuated this problem and have not taken any responsibility in this problem and provided me with documentation. SLS purchased this loan from XXXX loans in XXXX, sent a letter stating that nothing would change but yet a few months later SLS stopped taking our mortgage payments and requested payment in full completely ignoring their letter that they sent previously. SLS was not communicating with the legal borrower of this loan and made no attempt to do so and now they are trying to foreclose on this mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 01906
Submitted Via: Web
Date Sent: 2021-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of XXXX we received a letter from XXXX XXXX XXXX Home Mortgage that our XXXX XXXX XXXX had been transferred to Specialized Loan Serving. On XX/XX/XXXX I received a letter from Specialized Loan Serving that our mortgage was transferred to them and that no other terms of our note and mortgage would be changed. This is where our nightmare begins. We had a forbearance on our mortgage at the time due to the fact I had lost my job in XXXX of XXXX ( XXXX ) we were to start making payments 3 months later, in that 3 month period my husband XXXX lost his job due to medical issues, and XXXX XXXX XXXX extended the forbearance for another 3 months and our payments were to start on XX/XX/XXXX and the missed payments were to be put on the back end of our loan. I started calling Specialized loans in XXXX of XXXX to make sure we were all on the same page, their response to me was that they didn't have all the documents from XXXX XXXX XXXX and too call back next week. I continued to call every week from XXXX of XXXX to the end of XX/XX/XXXX, I would receive the same response that they didn't have all the documents. I called XXXX XXXX XXXX in XX/XX/XXXX and they informed me that all the documents had been sent too Specialized loans ( phone call is recorded ). In XXXX of XXXX XXXX and myself had assumed the loan due to the death of Mrs. XXXX XXXX XXXX. In XXXX when the original loan was done with XXXX XXXX XXXX XXXX and XXXX were both on the Deed of Trust and Note. This loan has been in XXXX 's name since that date. Specialized loan stated that they never received the documents from XXXX & XXXX In XXXX of XXXX I faxed Specialized loan the Loan Modification Agreement along with the death certificate for XXXX XXXX XXXX. Specialized Loan continued to block myself and XXXX from our mortgage account and would not discuss the account with us until the end of XX/XX/XXXX. At the end of XX/XX/XXXX when they finally acknowledged us I requested a hardship package because they said they never received one from XXXX & XXXX I was told they couldn't send me one ( phone call recorded ) I asked what I was suppose to do and Specialized Loan informed me that there was nothing I could do since they were foreclosing on my property. We immediately made arrangements to meet with a lawyer and that appointment was sent for XXXX of XXXX. We had a meeting with the attorney and he instructed us to send in a payment, we sent a payment in XXXX of XXXX in the amount of XXXX ( I do have a photo copy of the check along with the certified mailing to Specialized Loans. ) We received a letter dated XX/XX/XXXX returning the check and stating that they are unable to accept funds for less than amount due and that certified funds are required. We contacted the attorney and he instructed us to go thru a certified HUD Counsel. The certified HUD counsel was thru XXXX XXXX XXXX. Shortly after Covid 19 hit and everything was shutdown. We received 2 calls from Specialized Loans in XXXX of XXXX putting our loan in forbearance ( both phone calls are recorded ). In XXXX of XXXX XXXX XXXX XXXX submitted all of our paperwork to Specialized Loan. In XXXX they closed our file stating that they didn't receive all the documents. Also in XXXX of XXXX we received a letter stating that all documents had been received, so which one was it you closed the file or received the documents???? We had a meeting with the HUD Counselor and she made the decision to resubmit the documents.. We received a letter dated XXXX of XXXX that we were approved and that our first payment of XXXX was due XXXX of XXXX. We were under a trial period for loan modification and we continued to be harassed by Specialized Loan Serving demanding full payment ( phone call recorded ). We made all of trial payments on time and by a letter dated XX/XX/XXXX we were notified that we were eligible for a Mortgage Relief Option. We received the letter and immediately called our attorney for review the problem was that we couldn't see him until after the XX/XX/XXXX deadline. When I called Specialized Loan about it I was told it had to be returned by XX/XX/XXXX or it would be voided. We never had a attorney review the documents. We made trial payments in XXXX, XXXX and XX/XX/XXXX in the amount of {$1700.00}. In that time frame Specialized Loan Services has charged us {$270.00} in late fees. In XXXX of XXXX with our first payment under the Loan Modification Agreement we were charged XXXX in late fees. From XXXX of XXXX until present date of XX/XX/XXXX we have been charged over {$30.00}, XXXX and I want to know for what?????? I have called and asked for answers the last call being placed today XX/XX/XXXX and was told you need to put it in writing are you serious you have charged us this amount and you don't know why. In XXXX of XXXX they waived fees totally $! XXXX they were never posted to my mortgage, where is it at. I have paid since XX/XX/XXXX thru today I have paid {$18.00}, XXXX where did it go????? I want answers and to know where our money has gone, we asked for a lower interest rate it went from 4 to 3.2, they changed our payment for escrow and it increased from XXXX to XXXX we are almost back to the original payment amount. I want a lower interest rate and affordable payment. They will not work with us or answer any questions to the charges. We were ready to start our payments in XX/XX/XXXX like our previous agreement with XXXX XXXX XXXX and from XXXX to XX/XX/XXXX we were blocked from account or trying to work out any payment for the mortgage and if title work and attorneys fees that we were charged they would have seen my husbands name was on this mortgage and they had no business blocking him. Their intentions were to steal our property. I want answers, thank you for your time and any recordings that you may want please feel free to request them I have everyone of them recorded.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 226XX
Submitted Via: Web
Date Sent: 2021-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2021 I received notice from XXXX Mortgage Servicing that my mortgage was being transferred to Specialized Loan Servicing LLC ( SLS ), XXXX, CA as of XX/XX/2021. Unfortunately I had already made a partial ( bi-weekly ) payment of {$3000.00} to XXXX for my XXXX payment. I have been told by SLS representatives that my mortgage information has been completely received from Shellpoint since XX/XX/2021 ; however, I am still unable to access my loan account via their management portal and unable to setup automated payments. I am being told the partial payment can not be applied to my account until a full payment is made. I have already made the other payment of {$3000.00} via my XXXX account but SLS is stating that, that is unacceptable that I must pay them directly via the phone. As I am unable to access my account and would have no proof of payment, I am unwilling to make a payment that can be lost or inappropriately applied. Additionally I have been told that I can not make bi-weekly payments unless I do it through SLS ; but, again, I can't even set that up as I have no access to my account. I have spoken with different representatives numerous times but am unable to get the same person so I am forced to start all over again and the issue is never resolved. I have been told it will take any where from days to weeks to get this resolved. When asked to speak with a manager or supervisor, I am flatly refused. I have been threatened that I will get late payments on my financial record even though the transfer is protected federally for 60 days. That being stated it has already been 18 days with no resolution. Please help me resolve this issue
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: 2021-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-29
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My mortgage loan was transferred from XXXX XXXX XXXX to Specialized Loan Servicing Company as of XXXX. I have been dealing with this company for just about 2 months and I am at my wits end with them. They sent our welcome packet late, has to call them to get new loan number to make payment. Their auto dialer called when it shouldnt have because they can not call us to demand payment because we had been in bankruptcy and it was discharged they did this twice before I called them to tell them to stop, and advised that we pay at the end of each month but within 30 days and I advised that per our modification and bankruptcy discharge, they can not charge us a late charge then my XXXX XXXX score drops 13 points because they reported us to the bureaus when they werent supposed to called them to get fixed, I got attitude and the agents were rude. They refused to transfer me to a manager, finally was able to s/w someone in consumer escalations she said would get it fixed and she did one of the first representatives told me I would need to prove they reported to the bureaus. I checked my XXXX score today and it dropped 65 points because they reported it again called again and spoke with XXXX in consumer escalations who was very rude and basically advised it couldnt be fixed for upwards of 45 days I need it fixed before then .. he also rudely advised me of their business policy of no external emails for security and to speak with a manager it takes 1-3 business days that is ridiculous I need my issue fixed and escalated immediately I am to the point I am going to call a lawyer and sue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06040
Submitted Via: Web
Date Sent: 2021-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The first week in XX/XX/2021 I Changed my home owners insurance From XXXX XXXX to XXXX XXXX. I followed the link provided by my mortgage company and uploaded the declaration binder per their instructions. On XX/XX/2021 The mortgage company disbursed the payment to XXXX XXXX. My account at XXXX XXXX states paid in full. I could see the change on my account at the mortgage company so I believed everything was fine. On XX/XX/2021 I received an email from the mortgage company stating they had just made my insurance payment. Suspicious at this point I investigated and shocked to find that my mortgage company ( Specialized Loan Servicing ) Had disbursed another payment to the other insurance company, XXXX XXXX, which I already cancelled. This caused an escrow shortage of over {$2000.00} I have an email from the mortgage company admitting they made a mistake and telling me to return the money when I get it refunded from XXXX XXXX. It has been 15 days and XXXX XXXX claims they never received the payment. XXXX mutual has asked me to provide the check number showing proof that it cleared the bank. Specialized Loan Servicing has refused to give me this information when I requested it and started giving me the run around. Now they threaten to punish me for the mess they created by adjusting for the XXXX escrow shortage.
Company Response:
State: TX
Zip: 754XX
Submitted Via: Web
Date Sent: 2021-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I fell behind on my loan back in XXXX of XXXX due to my divorce. My income was reduced by 50 % which caused me to default on the loan. I made several attempts to reinstate the loan but could not afford to do so. I applied for a loan modification but did not qualify due to my lack of income at the time. I got so far behind and in fear of foreclosure that I had to relocate in order to find a new better paying job, which still did not afford me enough money to bring the loan current. I have now been in the process of applying for a short sale for the past 6 months and have brought several offers to the table but SLS is not taking into account the repairs that the home needs which is why I have not received any offers that will pay off the balance of the loan in full. The appraised value of the home came in at {$120000.00} on XX/XX/XXXX and I have submitted various offers above the appraised value for the short sale and SLS outright refuses to accept any of the offers and will not provide the minimum amount that they are willing to accept in the short sale, basically refusing to work with me on any resolution that I attempt. Please help me get this resolved, I am trying to rectify the default but the lender refuses to work with me and I do not want to suffer the consequences of a foreclosure on my credit when I have been trying to resolve this for close to two years.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77449
Submitted Via: Web
Date Sent: 2021-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been attempting to work with SLS Mortgage company to bring my account current. They have, and continue to, mislead, redirect and outright lie to me about my account. On XX/XX/XXXX, I submitted 2 payments, one of them being {$6100.00} from my XXXX XXXX XXXX XXXX XXXX account. I just received the below email yesterday evening DENYING acceptance of my payment, which was sent - as directed by SLS phone staff - to their MAILING ADDRESS as they were unwilling to accept electronic or phone payment from me. SLS refused to accept this payment and the payment is now being redirect back into my XXXX XXXX XXXX XXXX XXXX account. I fully expect to receive notification that my second payment was also not accepted, however, I have not received it yet. Also - there is an UNAPPLIED amount which still exists against the account - although during my call yesterday, in which XXXX XXXX XXXX was also witness, SLS was advised to accept the full amount of unapplied funds to be immediately applied to the account. ( *Screenshot attachment ) -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- ( EMAIL ) -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Subject : Important Information Regarding Your XXXX XXXX XXXX XXXX XXXX Bill Payment XXXX Mon, XX/XX/XXXX, XXXX XXXX ( 11 hours ago ) to me XX/XX/2021 Dear XXXX XXXX XXXX We tried to process your payment to SPECIALIZED LOAN SERVICING for {$6100.00} on XX/XX/2021, but it was returned to our processing center due to the payee 's refusal to accept the payment. The payment will be credited back to your funding account. Please allow 2 to 3 business days for the refund to post to your account. If you have any questions regarding this return, please work directly with your payee. You may need to update your payee information before scheduling a new payment. If you need assistance updating your payee information in the bill payment system, please contact the bill payment support area of your online banking organization. Sincerely, Electronic Bill Payment Support This message contains confidential and proprietary information of the sender, and is intended only for the person ( s ) to whom it is addressed. Any use, distribution, copying or disclosure by any other person is strictly prohibited. If you have received this message in error, please notify your online banking organization immediately, and delete the original message without making a copy. Please do not respond to this email. The email box is not monitored. The information contained in this message is proprietary and/or confidential. If you are not the intended recipient, please : ( i ) delete the message and all copies ; ( ii ) do not disclose, distribute or use the message in any manner ; and ( iii ) notify the sender immediately. In addition, please be aware that any message addressed to our domain is subject to archiving and review by persons other than the intended recipient. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92708
Submitted Via: Web
Date Sent: 2021-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A