Date Received: 2021-07-26
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We had a line of credit on our home and it was serviced by Specialized Loan Servicing. We paid of the line of credit and desired to close the line of credit. The fine print says and we have documentation to support this statementment attached : " If the borrower makes a prepayment during the first thirty-six months after the agreement date, the Holder may collect a prepayment charge of two percent ( 2 % ) of the outstand balance on the line of credit at the time of prepayment. We had a {$0.00} balance on the loan and proceeded to close out the line of credit. We received a bill in the mail for {$4500.00} to allow us to close out the line of credit. We had to pay it because they refused to follow the fine print and we needed to close the line of credit at that time. We initial sent correspondence to Specialized Loan Servicing and they continue to delay and have stop responding now. After many phone calls we were told to send an email to them and that started in XX/XX/2021. I have attached the continued mail correspondence as they will not communicate over the phone or via email with us regarding the issue. We want our {$4500.00} refunded as it was not legally collected from us but we had no choice but to pay to move forward and close the account. We spoke with the lender that closed the loan and he said he agreed but we would have to go through the SLS company and he would not be able to correct the problem. The lender is XXXX XXXX but they only refer us to the servicer SLS. And they keep sending letters saying they will get back to us in `15 days and then an
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: 74008
Submitted Via: Web
Date Sent: 2021-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: SLS Mortgage will not update my account with payments from XX/XX/XXXX and they denied me the ability to make payments via the web service or over the phone. Specialized Loan Services has continued to not credit my account for electronic payments made XX/XX/XXXX in the amounts of {$4600.00} ( XXXX XXXX XXXX XXXX XXXX ) and {$6100.00} ( XXXX XXXX XXXX ) ( *total of {$10000.00} ) made electronically to SLS citing my account number via bill pay services from both of these banking institutions. My accounts were debited on XX/XX/XXXX in these exact amounts, however, my SLS account has shown no change. I called today XX/XX/XXXX to make a {$9000.00} payment and was denied to make any payments over the phone by XXXX ( teller ID # XXXX ). She would not cite any legal reasons for not accepting payment over the phone. After placing me on hold ( several times ) and referring to her management, I was instructed to XXXX payment by mail to Specialized Loan Services XXXX XXXX XXXXXXXX XXXX XXXX XXXX CA XXXX and given no other options. Payments on XX/XX/XXXX in the amount of {$6000.00} and XXXX {$8800.00} were accepted over the phone. All notes on the account should reflect my purpose to become current and make payments towards that effect. There is also an UNAPPLIED payment amount of {$3700.00} against my account which SLS has been requested to apply against the arrears amount, but has NOT COMPLIED. SLS has consistently 1 ) Denied me the ability to be covered under COVID FORBEARANCE protection without citing specific reasons for denial 2 ) Continually and consistently coerced me to apply for their Loan Modification program, even enrolling me without my consent 3 ) Denied my ability to make payments in a timely fashion through the web or via phone - or otherwise failed to apply payments I have made to my account in a timely fashion to reflect my ambition and purpose of getting the account up to date. 4 ) Misinformed me, mislead me or otherwise misdirected me via their call center and supervisor escalations thwarting my abilities to address my delinquency in a timely fashion. If it were not for XXXX XXXX XXXX I would have been railroaded by SLS ' call center staff and supervisors into a Loan Modification program which I did not want. XXXX XXXX of XXXX has been instrumental by being a liaison between SLS and myself. PLEASE HELP ME!!! It is clear SLS ' intent was to either enroll me in their Loan Modification Program or to not accept payment and force foreclosure. It has always been my intent to resolve the account and bring it current. I have been stonewalled at every attempt to do that when it is not under their loan modification terms.
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: 2021-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This servicer paid an insurance bill out of my escrow account on XX/XX/2021 that was not even associated with this property due to their carelessness and negligence. I have repeatedly called them to let them know of this issue, and repeatedly sent them information showing that I never changed my condominium insurance from XXXX. First, they rejected the proof that I submitted showing that I never changed policies. Second, I had XXXX directly update them again that the policy was not changed. Third, they briefly updated this on their system, and then again reverted back to the system showing that I have coverage with XXXX. I never had coverage with XXXX for this property. What they did was simply look at the mailing address on the property and paid the premium without taking basic precautions and due care to note that the policy was not even for this property but rather for a property in Virginia, serviced by SLS. I honestly can not fathom this level of carelessness. An escrow account is managed in trust for the mortgagor. By simply skimming through the policy that they paid out they would have noticed that it was neither a policy to insure this property, nor a policy even issued in the State of Florida. I went ahead and just paid the escrow shortage of {$560.00} today ( XX/XX/2021 ) that they created because dealing with them has been exhausting. The payment confirmation number is XXXX. Even just getting through to them on the phone is like battling with Goliath since it is an endless maze of options in their phone tree with the sole intent of making it as difficult as possible to get through to an agent. When I called and informed them of this issue they said I had to deal with it through XXXX, even though CMC was the entity that negligently paid this premium. It shows even more that they do not abide by basic fiduciary responsibilities of managing an escrow account. I am attaching proof of : ( a ) the negligent {$560.00} payment on XX/XX/XXXX ; ( b ) confirmation of the {$560.00} I paid today, XX/XX/XXXX ; ( c ) confirmation of the XXXX policy for this property ( we even had XXXX reissue it as a courtesy to get you all to acknowledge it, but you all still didn't ) ; and ( d ) a screenshot showing that they still display the insurance for this property as being through XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32216
Submitted Via: Web
Date Sent: 2021-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-24
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: XXXX XXXX XXXX transferred ownership of my Home Equity Loan to Specialized Loan Servicing ( SLS ) effective XX/XX/XXXX. I have always paid this loan on time. However, SLS has now reported a payment delinquent over 30 days to XXXX, XXXX, and XXXX. SLS made these reports and knew that their records were incorrect. SLS claims that the XX/XX/XXXX payment is in question. SLS has attempted to confirm that I made the XX/XX/XXXX payment to XXXX XXXX XXXX before they started servicing the loan. I have sent SLS documentation ( bank statement ) that clearly shows that the payment was made. I have had several conversations with SLS without any resolution or any concern that they are negligently damaging my credit report. Even with full knowledge and documentation, SLS has reported that my XX/XX/XXXX payment was over 30 days late because they are showing me constantly late. I filed a dispute with XXXX, but SLS apparently still claims that my payments were late. I am attaching several letters from XXXX XXXX XXXX and SLS concerning the transfer of ownership, the SLS online record of my payment history with them ( notice how incorrect it is ), and 18 months of bank statements documenting my payments on this mortgage. My credit score with XXXX alone has dropped from XXXX to XXXX as a result of their negligent actions. SLS is knowingly and willingly reporting me as having made a late payment because they have an unresolved dispute with XXXX XXXX XXXX. That is a problem SLS has with XXXX XXXX XXXX, not me. SLS should not be permitted to make such reports.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32548
Submitted Via: Web
Date Sent: 2021-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was making my payments on time. Covid hit my family in XXXX of 2020. I contacted the company and they said covid relief was available. I made payments in XXXX XXXX XXXX. Now they wont let me make the payments I missed. Raising my interest to 9.5 percent and extend my loan to 40 years. They will not take my payments and wont let me make my missed payments. Specialized Loan Servicing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 728XX
Submitted Via: Web
Date Sent: 2021-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have try to modify my mortgage 5 time since XX/XX/2019 the only thing they offer is short sale or deed in lieu been in a forbearance Plan but there no willing to work with me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 113XX
Submitted Via: Web
Date Sent: 2021-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Specialized Loan Servicing ( SLS ) recently purchased my loan from XXXX XXXX. They have consistently lied to me about records, amounts and services. The loan was transferred in XX/XX/2021, I received no documents from SLS, only from XXXX XXXX about the transfer. When I contacted SLS to make payment in XX/XX/2021 the representative was evasive when I asked about the lack of any formal notice from them. To this day, XX/XX/2021 I have still never received the welcome package. In XX/XX/2021 I set up payment for the mortgage via their online portal. I entered my checking information, verified it and made payment. A few days later I noticed they had not deduced the money from my account. I logged in, verified the account was correct and called their toll free number. The representative insisted that I had made a mistake entering my account number even though I was looking at their own interface showing the correct last 4 numbers of my account. The representative then read back to me four numbers transposed, NOT what was showing on their own system in front of me. I informed her she was incorrect and she became rude and defiant. Tensions escalated and I ended the call, entering the account number a second time into their system and making a second payment. The second payment went through. After logging in the next day, the last 4 digits of one of the entries suddenly now shows transposed numbers as she had read over the phone. I am left with no other conclusion other than Specialized Loan Servicing intentionally changed my account information to make me miss a payment. XX/XX/2021, I received a " second notification '' that Specialized Loan Servicing had no record of my condo flood insurance stating that they would purchase expensive insurance a few days from the letters mailing date if I did not provide proof of insurance. I never received the first letter. Specialized Loan Servicing appears to habitually not mailing customers important documents and then attempting to charge exorbitant fees as a result. I uploaded the proof of insurance to their portal and as of this writing and have not heard back. XX/XX/2021 - I called to setup bi-weekly payments. After going through the process with the representative on the phone, at the end she asked me for my full routing and account number even though the account is on file with them, she then asked if I wanted to set up monthly, semi-weekly or bi-weekly payments. The entire call had been about setting up bi-weekly payments. Specialized Loan Servicing then charged me a mandatory " convenience fee of {$12.00} '' to process the payment request over the phone which I could not process any other way. I believe that Specialized Loan Servicing engages in malicious and criminal behavior in an attempt to extort money from its customers through fraudulent means. They use dishonest and deceptive business practices with the intent to extract as much money from customers as possible by forcing delinquent payments resulting in fees. T Specialized Loan Servicing forces customers to call in for bi-weekly payments and then forces customers to pay a service fee for doing so. This is extortion. If you do a web search for Specialized Loan Servicing you will see thousands of complaints similar in nature to what I have detailed here and more.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33141
Submitted Via: Web
Date Sent: 2021-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am a 100 % XXXX XXXX who went to my county to request an tax exempt for my XXXX rating. It went through and the county of XXXX refunded me XXXX of taxes I paid that I never should have paid. They sent the money to XXXX who sent out the funds to my current mortgage loan holder and a past loan holder who is Speicialized Loan Servicing LLC. The amount sent to them was XXXX. And it has been 2 months and they can't legally keep that money past 30 days. I been getting the run around and I am starting to think they are going to try to keep my money that is rightfully mine. I just want my money and don't know who to turn to for help.
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: 2021-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: First and foremost, your automated system does not allow me to speak to a customer service agent. This is the third consecutive month that I received my monthly statement the day before the due date or a few days after the due date. The statement date on my current statement is XX/XX/2021. I'm pretty sure that the postal service does take 10 days to deliver this bill from XXXX XXXX, Colorado. I have been trying to avoid monthly late fees by asking my son to make my monthly payments via the computer. I literally received my statement today, XX/XX/2021, with a due date of XX/XX/2021. The payment processing address is XXXXXXXX XXXX XXXXXXXX, California. Please explain to me how my payment will make it from Florida to California on the day of the due date? I'm an XXXX women trying to make my payments on time. The last thing I need is to be charged late fees or fall behing on payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33544
Submitted Via: Web
Date Sent: 2021-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: SLS MORTGAGE COMPANY TOOK IT UPON THEMSELVES TO PUT OUR MORTGAGE INTO FORBEARANCE, WITHOUT BEING ASKED, WITHOUT HAVING THE COURTESY TO REACH OUT TO THE HOMEOWNER! SLS MORTGAGE COMPANY COMMITED FRAUD WE DID NOT AUTHORIZE OR ASK FOR ANY HELP! THEY NEED TO BE HELD ACCOUNTABLE FOR THEIR ILLEGAL ACTIONS! I WILL CONTACT ALL MEDIA OUTLETS AND REPORT THIS MATTER AND GO INTO DETAIL AND I WONT STOP UNTIL THIS BANK IS STOPPED AND MY HOME OF 50 FIFTY YEARS WILL REMAIN MINE!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 020XX
Submitted Via: Web
Date Sent: 2021-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A