Date Received: 2021-06-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: SLS states change to update the information on the XXXX tax form 1098 was made at my request. See attached SLS_XXXX SLS CAN NOT locate this request. See attached XXXX XXXX XXXX SLS claims " the tax form was updated to reflect the correct ending principal balance. See Id.. Note : Both the original and " corrected '' forms show {$66000.00} as " beginning principal balance. '' Both forms show " amount paid '' as {$66000.00}. See attached XXXX XXXX XXXX ( original ) and SLS_XXXX ( altered XXXX Form 1098 ). Please forward the servicing notes for XXXX and XX/XX/XXXX explaining how {$66000.00} minus {$66000.00} equals something other than XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been under forbearance plan for the past 15 months due Covid-19 situation with my loan servicing company " XXXX XXXX XXXX ''. I told them I can resume my regular monthly mortgage payments beginning XXXX, XXXX. They already declined my loan modification application ( they say it was modified in 2018 and it was only once in a life time deal ) and refused " deferral option ''. Now they are demanding I pay at least one year lump sum payment or my home be foreclosed. I just came out of Covid 19 economic hardship situation and do not have such a lump sum amount. I have never been late on my mortgage payments since 2018 and have over XXXX credit score. I tried refinancing but because I have been under forbearance, all banks I applied refused. I have over 60 % equity on my home now. My mortgage is not federally backed, I think.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90631
Submitted Via: Web
Date Sent: 2021-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-21
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XXXX XXXX XXXX XXXX transferred my mortgage to Specialized Loan Servicing on XX/XX/21. This complaint is addressed to Specialized Loan Servicing. I received a letter from them today stating that my home mortgage was delinquent. Then they offered me programs such as loan modification and repayment plans. My account with SLS is NOT delinquent. I have been with SLS since XX/XX/21 and I haven't missed a payment. When I called SLS today, I was told that the letter was sent to all customers to see if they were interested in any repayment options. So they sent letters to all customers stating that the accounts were currently delinquent? It is one thing if SLS wants to offer customers a repayment option. But it is deceitful and dishonest to tell customers that their mortgages are delinquent to get them to sign up for a new plan. SLS also claimed that I missed a mortgage payment on my credit report, which is not true. Although I called them and requested that they correct their inaccurate claim on my credit report, it still has not been corrected.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 18940
Submitted Via: Web
Date Sent: 2021-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The bank sent me a letter with my current loan number and my new servicers loan number for the home were closed last month, so I used the instructions on the letter and on the websites of both servicing companies to attempt to establish an online account to pay my bill. The website for both servicing companies says my loan doesnt exist no matter what loan number or identifying information I provide, so I have no way of knowing how to make my payment safely and securely by the due date on XX/XX/2021. I do not feel safe mailing a check with my bank account information to either loan servicing company because neither of them can tell me if I have a loan account with them. I believe this is an undue burden placed on me by both servicing companies, because I work during their call center hours, which means I have no alternate means of inquiring about my loan. I do not have time to play phone and email tag, and their customer support teams lack the training they need to help me. You never get the same answer twice, and you have to just pray to a higher power that their websites work on any given day. I have no other recourse apart from this complaint, so I hope it helps XXXXXXXX XXXX and CMC Funding Inc find the motivation to help me get my bill paid on time using a safe and secure method of payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 273XX
Submitted Via: Web
Date Sent: 2021-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, we attempted to ascertain a 24 month payment history online to satisfy refinancing our mortgage loan but only one year is provided and you can not print the screen. So we made a document request online to Specialized Loan Servicing ( SLS ) for this information. We then followed up with a phone call. We asked that this document be faxed to us. We never received a document. We made subsequent calls to SLS ( XXXX, XX/XX/XXXX, XX/XX/XXXX ) to advise we never received any document and requesting they re-fax, mail and email. We even provided an alternate fax number to no avail. On XX/XX/XXXX, we requested to speak to a supervisor and there was no available to address our concern. In the meantime, another request has been made and our refinancing has been placed on hold unnecessarily due to this delay. This is unacceptable customer service. Any assistance would be appreciated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20716
Submitted Via: Web
Date Sent: 2021-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On the XXXX of XXXX, 2021 at XXXX XXXX I made a electronic payment online at XXXX payments to pay my property tax ( property tax # XXXX XXXX through the municipality of XXXX property tax online. My confirmation number is XXXX. Today I made a call this morning on the XXXX of XXXX, 2021 Alaska Standard Time at the XXXX ( XXXX XXXX XXXX Alaska ( XXXX ) XXXX ) at XXXX XXXX Alaska Standard Time through the Treasury Department XXXX The person who directed my call was XXXX and she told me that SLS mortgage company used my escrow account to make a payment on the XXXX of XXXX, 2021. I told her that none of the SLS employee updated me on that info or call me that they are going to use my escrow account to pay the first portion of my tax property of {$3000.00} and the 2nd portion {$3000.00} will be on the XXXX of XXXX, 2021. I told XXXX since I made {$3000.00} and I wasn't aware that SLS made the payment, would I be able to get a refund? She told me to get a refund back from SLS since i'm not suppose to use my money out of my pocket to pay my property tax since SLS already used my escrow account to pay the first portion of {$3000.00} on the XXXX of XXXX, 2021 without my knowledge. I called SLS at XXXX XXXX Alaska Standard Time and the agent from XXXX named XXXX answered my concerns about me getting a refund but unfortunately, the SLS agent told me that I have to call the treasury Department from the XXXX XXXX XXXX Alaska and get my refund back of {$3000.00} because they already took it off from my Escrow. XXXX transfered my call to the tax department and XXXX said I should get my refund back in 30 days when she know that the SLS already made the payement and she said im not suppose to use the money out of my pocket and XXXX transfered me to a different department to have the SLS go over my refund. The person I talked to is XXXX from SLS. I explained to XXXX that I was instructed by the treasury department employee from the State of Alaska that I should get a refund back from SLS and was transfered to XXXX that I should get my {$3000.00} refund back from them. Unfortunately ; XXXX told me that SLS wouldn't refund me and I should get my refund back from the treasury at the XXXX. I made another call from the treasury Department at the XXXX XXXX XXXX Alaska at XXXX XXXX and the person who direct my call is XXXX. XXXX is very unprofessional and told me that her department couldn't refund me because of the tax year calculation and that the treasury department couldn't refund my money back. With her rudeness and not professional that she couldn't help me out with my refund, XXXX instructed me to reach back to my Mortgage Company SLS and tell them that I need my refund back because they didn't notify me that they made a payment on the XXXX of XXXX, 2021. I called SLS again at XXXX XXXX. and the person I talked to is XXXX and she told me that SLS couldn't refund back my money of {$3000.00} I explained to her that the Treasury Department of the State of Alaska told me I should get my money refund from SLS. XXXX put me on hokd for almost an hour waiting and told me that she reached out tot her supervisor. XXXX told me to call back on the 2nd of XXXX, 2021 and see if I can get myt refund through them. I've been dealing with the XXXX treasury from the State of Alaska and the SLS mortgage for over 1 hour in a half and im just getting different response from different employees. I wanted to get my refund and have this investigated. 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: 2021-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My automatic payment submitted by a check from the bank was damaged at the mortage company and they say could not be read. They sent it back to me about a month later, informing me that I had incurred late charges due to my non payment. I made repeated calls to them and they agreed to reverse the late charge, yet they did not and further more dinged my credit report by XXXX points. My XXXX score is now XXXX. I have made repeated calls to them and they all say they will reverse the issue, but they don't. I have attached a copy of the original check that was returned, along with the letter XXXX XXXX, 2021 almost three weeks after the check was received. Please help me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85259
Submitted Via: Web
Date Sent: 2021-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I sent a complaint to you On XX/XX/XXXX. My complaint is about how my payments that I gave to XXXX XXXX XXXX were not applied correctly and when my loan was sold or transferred to another bank the loan balance transferred with an incorrect balance. I paid XXXX XXXX XXXX from XX/XX/XXXX to XXXX XXXX XXXX {$1200.00}. My balance never changed. See attachment. My complaint is the balance of my loan that was transferred. The new XXXX XXXX account # XXXX has previously stated that My loan was not sold to them that it was transferred. I have a copy of the letter that it was sold. I received a response about what happened, but not why my balance was never lowered after making over {$29000.00} of payments. XXXX XXXX XXXX did not send information that I paid in the year XXXX. Please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78539
Submitted Via: Web
Date Sent: 2021-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My home is in XXXX XXXX Illinois. My mortgage was transferred to Specialized Loan Servicing XXXX phone # XXXX XXXX in XXXX. I have been trying to have my escrow account deleted since XXXX. They denied my request in XXXX stating that my loan-to-value ( XXXX XXXX must be reduced to 80 % Based on the CURRENT VALUE. In XXXX they denied me again stating that the XXXX must be reduced to 80 % Based on the ORIGINAL VALUE. By XXXX I have reduced my XXXX below 80 % of my Loan 's ORIGINAL VALUE. This time they denied me on XX/XX/XXXX Stating that the XXXX must be reduced to 65 % based on the ORIGINAL VALUE. I have complained by phone and have had many correspondence with supervisors in the escrow department. During some of these correspondence I have been told lies or misinformation such as that I could possibly have my home reappraised. After many hours on the phone I received a document on XX/XX/XXXX that based on my current XXXX that I now have a choice to delete my loans escrow account if I send a written request to them. They also stated that once they received the request they would be required to refund the existing amount in the account to me within 20 working days. I sent my request to delete the escrow account via XXXX on XX/XX/XXXX. I have since had many more hours on the phone trying to find out if they received my request. Now they are telling that the letter they sent me on XX/XX/XXXX was probably sent in error, that Illinois is the only state that requires the XXXX to be reduced to 65 %. I complained that there is more legal writing in this law than just the 65 % and that they need their legal team to interpret the entire law. I also have no clear answer from them on what value of my house they are basing the XXXX ratio on. The supervisor stated that they are reviewing their policies trying to determine why I have been mislead. They also stated that they are still trying to resolve this problem and allow me to delete my escrow but that in his opinion the outcome will not be in my favor. He was supposed to call me back by XX/XX/XXXX but I have not heard anything. So here I go again with many hours on the phone.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2021-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Specialized Loan Services sent a letter back in XX/XX/XXXX about a modification. Which I already did one with the previous mortgage co. back around XXXX '. Called them on XX/XX/XXXX spoke with a customer service rep. and she hung up. I called back and got another rep. which the male answered then hung up. I then called on XX/XX/XXXX an spoke with a male rep. explained didn't owe no {$18000.00}. that would be about 2 years of back payments. Which I only been with Specialized Loan Services for about 2 - 2 1/2 years. Also, stated why were my payments not posted correctly. Which would go done as credit then as a negative showing no payment received. The male rep. stated was posted to account and that now balance was down to {$15000.00}. past due. In which I stated again was incorrect balance past due. Plus, I also stated that had already did a modification with previous mortgage company. Then the male rep. advised that I wouldn't be able to apply for a modification, due to lack of being on unemployment. I know that Specialized Loan Services ( SLS ) has only been in business since about XXXX '. Also, they have had Class Action Lawsuits against them in other states.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 019XX
Submitted Via: Web
Date Sent: 2021-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A