Date Received: 2021-03-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I had a HELOC with XXXX XXXX XXXX secured by my home. I owe nothing on the mortgage or theHELOC. When bank was sold to Specialized Loan Servicing my loan documents were apparently sent to a wrong address. I knew nothing of change until a check on my XXXX was returned for NSF. I have called Specialized more than 20 times and have spent hours on hold. Every customer service agent says to email them a change of address request and copy of my drivers license. I have done this five times. I have repeatedly asked that they either send my documents and check blanks for my HELOC or release my mortgage so that I can take my business elseware. I have a mid XXXX credit rating and will have no problems replacing their loan. It appears that since they refuse to release my mortgage or honor our loan agreement that they are hiding something. I think that they are stealing my identity for some reason. They will not give me a name or phone number of one person who can fix this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 40031
Submitted Via: Web
Date Sent: 2021-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage servicer refused to send me paper statements which is my preference. Also I think in violation of the law ( Truth-in-Lending Act and the Periodic Statement Rule ) My mortgage servicer : Specialized Loan Servicing. I called and spoke to agents about this on XX/XX/21 ( XXXX ) and XX/XX/21 ( XXXX ). My complaint was " escalated '' but no one came on the line during the 15 minutes I waited.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20910
Submitted Via: Web
Date Sent: 2021-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I called SLS ( Specialized Loan Servicing ) and told them my income was reduced due to Covid-19. I asked if they have a Foreclosure Forebearance program. They said they would mail me some information. They never did. I also asked them who owned my loan and they refused to disclose it. They told me to write them a letter and ask who owned my mortgage and they would tell me in writing. I wrote to the address SLS provided asking who owns my mortgage and they never responded. When I log into SLS website they will not allow me to pay just my monthly mortgage ( {$900.00} ), they add on accrued late fees which brings the amount above which I can afford to pay ( {$1400.00}. ) The only way to pay just my mortgage ( {$900.00} ) is to send a check by mail which is slowed by USPS resulting in more late fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 960XX
Submitted Via: Web
Date Sent: 2021-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been trying to get the company to pay the outstanding real estate tax bills since XX/XX/21.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23234
Submitted Via: Web
Date Sent: 2021-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have sent a payoff to my account in the amount of {$10000.00} to this company to payoff my loan. The payments came in two separate payments in which was taken out of the two different bank accounts overnight. SLS had it in their possession the next day. They would not apply the amount to my account. They placed it in unapplied funds for several days. I called on three separate occasions, on XX/XX/2021 I was told they will hold my funds for 30 days to make sure the funds will not be insufficient and it will be applied to the loan in 30 days because I did not send payoff in certified funds. I called again on XX/XX/2021, because the unapplied funds disappeared on my account, the rep I spoke to was named XXXX, he stated the funds are still there showing in unapplied funds, he said he will applied one of the payments in the amount of {$5800.00} to the account and apply to the principle and the other payment of {$4500.00} he will send back to the account it came out of because it needs to be sent in certified funds. He said this process will reflect on my account within 3 days. I waited and no change. I then called on XX/XX/2021 and spoke to XXXX, who advised me the unapplied funds are still sitting there and he will apply both payments on the account towards the principle, he advise it will take 5 business days for this to go through. None of the reps could provide a reference number nor documentation to what they are stating they were doing to my account. No changes have been made. I called again today XX/XX/2021, spoke to XXXX she now states the funds are being sent back to the accounts they were drafted from and it will now take 14 days for this process to be complete. She advise they are holding the funds. I am trying to pay this loan off and they will not apply my money that was sent to them. SLS have lied to me every time I have called to inquire on why my funds are sitting there in unapplied funds. I have advised them I will be contacting CFCB regarding this issue they were not concerned.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 350XX
Submitted Via: Web
Date Sent: 2021-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have a active sale date of XXXX XXXX / 2021 Which is next Monday Today date is XXXX / XXXX / 2021 In 7 days my home is set to sell and SLS is playing game All of their attempt is to say There wasnt enough time to review my application so they have excuse to sell my home fraudulently They send me application again and gave me until XXXX / XXXX / 2021????????? To complete I already send them application on XX/XX/XXXX by email and fax What happened to it????? I have sale date on XXXX / XXXX / 2021 Typical SLS Sloppy toy around No accurate information Doesnt know nothing about my situation Only what they are best in Foreclose on people period. This is how they operate
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92656
Submitted Via: Web
Date Sent: 2021-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-15
Issue: Written notification about debt
Subissue: Didn't receive notice of right to dispute
Consumer Complaint: Company informed me, at the end of a 3 month forbearance, that my " application submitted '' was denied for additional relief. It informed me my only option was short sale or deed in lieu. I never applied for a second round of relief ( but was planning to at end of the initial plan. The letter falsely claims the " application I submitted '' was denied, but allows for me to appeal for a second independent review, even though I was never given the first chance to submit an application, to include hardship documentation. That right is now taken away, and only option is for an independent second review? Says we were denied as they were not able to qualify hardship, and that our property was not in a federally declared disaster zone? In the application process, there is an opportunity to submit hardship documentation, but since we did not yet apply ( they have since stated that this was due to an internal review, not any application..and also stated that it was not ever presented to us in any prior documentation that any such review would occur on our behalf automatically and without any representation or forewarning, I just received it in the mail with a less than 14 day window to resolve. I spoke today with employee XXXX, id # XXXX with Specialized Loan Servicing ) During the forbearance plan, we were able to make past due payments to get the account caught up, and now at the end of the forbearance we wanted to apply to have that new amount ( 3 months forbearance ) either stretched out over a period of time or at the end of the loan, but we are being denied that option. Between XXXX and XX/XX/11 we paid amounts equal to 10 monthly payments to fix our past debt, and now they are falsely claiming our application has been denied? We own a small business that has been forced closed for long periods of time over the past 11 months ... I am unsure what they need to prove hardship, bujt to only offer us short sale or deed in lieu within 14 days or face a foreclosure process in time of a national emergency?? They are crooks that should not be allowed to conduct financial business in our Country.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 931XX
Submitted Via: Web
Date Sent: 2021-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Specialized Loan Servicing bought our new townhouse condominium mortgage in XXXX, DE in late XXXX and claimed they could not verify our insurance status, threatening to purchase it for us. I called them and they found the document which they had misplaced. In XXXX we changed insurance companies and they started the process again. This time they wanted our condominium association 's coverage on the building ( not my HO6 ) but they never clarified that over several exchanges ; the information was provided to them when clarified. Insurance was ALWAYS in good standing. In a follow up letter dated XX/XX/XXXX they verified my insurance status but noted that I had not been under LENDER ASSISTED STATUS since XX/XX/XXXX ; attached was a statement that their letter was coming from " debt collector. '' I sent them a certified letter dated XX/XX/XXXX reminding them of their error in XXXX and asking about the implications of their status as a debt collector. They sent me a written reply dated XX/XX/XXXX saying I had mailed my certified letter to the wrong office for complaints and asking me to resend it. As they could have more easily forwarded my letter, their response is clearly contemptuous and their behavior is in bad faith. I want them to correct their records from XXXX and to explain their role as a " debt collector '' in reference to my account. Finally, I wish to note the extraordinary difficulty in calling this company as virtually all their lines are fully automated and their " customer service '' line had a three hour call back time when I tried it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20850
Submitted Via: Web
Date Sent: 2021-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-15
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: My identity has been compromised by somebody I do not know. Please feel free to contact me if you have any questions or concerns.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30038
Submitted Via: Web
Date Sent: 2021-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-15
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Re : Complaint ID XXXX Despite assurance in writing from Specialized Loan Servicing, dated XX/XX/XXXX, that " An escalated manual update to remove negative credit reporting for XX/XX/XXXX and XX/XX/XXXX has been sent to the credit reporting agencies '', XXXX still shows us 30 days late on the mortgage Loan No. XXXX. This loan was paid in full on XX/XX/XXXX and we were never late on any of our monthly payments. We had excellent credit. The title company, XXXX XXXX XXXX, erred in the payoff process when we sold the property by sending an incorrect payoff amount to Specialized Loan Servicing. Specialized Loan Servicing was extremely uncooperative throughout the process of getting that situation rectified. Instead of working with the title company, Specialized Loan Servicing reported us 90 days late to all three credit reporting agencies. That action has been extremely detrimental to our credit scores. Thanks to CFPB, Specialized Loan Servicing responded to our original complaint. Two of the credit reporting agencies have since removed the negative credit reporting. However, XXXX still shows us 30 days late on the mortgage. The negative credit reporting continues to impact our lives. This issue has been ongoing since XX/XX/XXXX. We have spent countless hours trying to resolve this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A