Date Received: 2021-02-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We ( the borrowers ) have been trying, unsuccessfully, to remove the mortgage insurance, aka racket ( PMI ), imposed on us by our loan servicer/lender. Our home exceeded the value required ( we have over 20 % equity in our home ) according to all major market analysis, mortgage lenders, and recently sold neighboring homes. We have written letters ( four so far ) asking the loan servicer to stop with the racketeering only to be asked to pay more money if we wanted an " internal appraisal '' ( {$900.00} + Brokers opinion!? {$350.00} ) conducted with no guarantee of PMI removal. The amount the servicer is asking for exceeds the amount we would save within one year of PMI removal. Lender ( s ) are making a lot of money as is, but it seems that it's never enough. They need to squeeze the life out of homeowners/borrowers. It's the American way. The previous administration wasn't very " people-oriented '' and was making sure that the rich get richer, by any means available. Let 's see if things are any better these days and you take the side of " little guy '' for once.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94806
Submitted Via: Web
Date Sent: 2021-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I asked for help from Mass Atty General they arent helping! During the beginning of the Covid pandemic the news said to check with your Mtge co to see what they will do to help, I called to see what options were available in the event it was needed! I have been going back n forth via emails,,,,, phone calls to them arent easy. Now they are demanding $ XXXX be paid in 2 months. They will do nothing to help but the payment plan thats insane paying back that kind of money in such a short time during this pandemic. The rep DID tell me that this has happened to other customers just an FYI this bank is deceptive when i called it didnt state that pressing such buttons will change your account which is what they told me when I inquire, now they want to forclose on my family home I am on XXXX I have a life ending XXXX and this is just too much for me. Please help us! I have been going back n forth via emails phone calls to them arent easy. Now they are demanding $ XXXX be paid in 2 months. They will do nothing to help but the payment plan thats insane paying back that kind of money in such a short time. The rep DID tell me that this has happened to other customers just an FYI this bank is deceptive when i called it didnt state that pressing such buttons will change your account which is what they told me when I inquired, now they want to forclose on my family home I am on XXXX I have a life ending XXXX and this is just too much for me. Please help us! l - [ ]
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: 2021-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Complaint regarding a refund from Mortgage company : Hello, my name is XXXX XXXX My address : XXXX XXXX XXXX, XXXX, CA XXXX. My Phone number is XXXX. purpose of this letter is to file a complaint citing violations of " Consumer Fair collection practices ACT '', Fraud and misrepresentation '' against SLS Mortgage company ( Specialized loan servicing LLC ). Details of the case : I have filed this case in California with the Department of Financial Protection and Innovation but was instructed by them to file my case in Nevada because my house that i paid the mortgage for is located in Nevada. Address : XXXX XXXX XXXX, XXXX XXXX, Nevada, XXXX. My mortgage loan in full with my mortgage company Specialized Loan Servicing, LLC. A refund from my escrow account for the the amount of {$2000.00} was supposed to be refunded to me from my mortgage company Specialized Loan Servicing, LLC. since XX/XX/XXXX. I have called SLS numerous times and spent hours on the phone the last 5 months talking to mortgage representatives and managers at SLS ( Specialized Loan Servicing, LLC. ), however, without any results and my requests were always denied to send my refund of {$2000.00} with a tracking delivery and without success. I have never received my refund since XX/XX/XXXX till the present day of XXXX, XXXX, XXXX. My refund of {$2000.00} was never received. It was supposed to be sent on XXXX XX/XX/XXXX. As of the date of this letter, I have not receive a refund as of XX/XX/XXXX. I would like to file a complaint about this mortgage company and their frivolous practices and manipulation of consumers. I am asking for full refund for the amount of {$2000.00} plus 10 % interest on the funds that were held and kept unlawful in the collection company 's account. The company name is : Specialized loan servicing LLC. Their ADDRESS : XXXX XXXX XXXX, XXXX, CO XXXX Amount of Refund : {$2000.00} number : The mortgage company phone number : XXXX The mortgage company fax number : XXXX Please help! Thank you, XXXX XXXX ( XXXX ). and my loan number is XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90630
Submitted Via: Web
Date Sent: 2021-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have tried to work with my lender and they continue to advise they don't receive documents. These people don't care that you are having a hardship and don't even look at the documents. I even have my counselor helping which he keeps getting ignorant reps who just say they don't get the documents. He spoke to XXXX today, who didnt even take the time to look for the last modification packet that was submitted on XX/XX/2021. Her customer ID was : XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 805XX
Submitted Via: Web
Date Sent: 2021-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-09
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I have tried unsuccessfully since XXXX of XXXX to get Specialized Loan Servicing to close a HELOC which was never used / never had a balance. I have called more than 10 times, followed their online instructions as well as those received from their customer service reps, sent emails to various email boxes provided by them and even emailed their CEO, COO and Head of Customer Service - all without resolution. My first email requesting closure was sent to XXXX on XX/XX/XXXX and contained all required info ( payoff statement showing XXXX balance generated from their website, my driver 's license, etc. ) Upon inquiring why the account had not yet been closed on XX/XX/XXXX, I was told the email must have been lost and could I resend. I did so on that date but was instructed to send it to XXXX. I was assured the account would be closed by a supervisor by end of business. Later it was clear based on my online inquiry that the account was still open. I spoke with XXXX XXXX rep ID XXXX ) on a date I didn't record and XXXX on XX/XX/XXXX - both asked me to repeat the same process and insisted it would work this time. It did not. On XX/XX/XXXX, Specialized Loan Servicing sent a letter saying that I needed to provide homeowner 's policy information or they would force place insurance on my account - clearly it still has not yet been closed. I spoke with XXXX ( rep XXXX ) on XX/XX/XXXX at XXXX who again asked me to repeat the same futile process. I requested a manager and was told one would call within 24 hours - I have received no such call. Also on XX/XX/XXXX, I emailed all prior correspondence to the CEO, COO and Head of Customer Service at SLS. I have received no response from them. I am now at my wit 's end as to how to close this account - Please help me!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28037
Submitted Via: Web
Date Sent: 2021-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My existing mortgage company continued to deduct an automatic draft payment from my bank account 3 days after they were paid in full, by my new mortgage company. I called and asked for a reimbursement for the automatic payment draft deducted from bank account, but said it would be 2 to 4 weeks before they could mail back check.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29579
Submitted Via: Web
Date Sent: 2021-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received an email from XXXX XXXX XXXX Mortgage on XX/XX/XXXX that my home mortgage loan was being transferred to Specialized Loan Servicing. XXXX claimed that the XX/XX/XXXX email was a follow-up email, but I did not receive any info about the loan transfer previously from them, nor have I received any info since that time. XXXX provided the name of the company where the loan was transferred, Specialized Loan Servicing, and a phone number to reach them. Although I've made numerous phone calls to SLS, each time I was put on hold indefinitely and I have still not been able to reach anyone there. There is no email address to contact them. The SLS website states that they could be contacted through XXXX and XXXX. When I clicked each of those options, it took me to " XXXX. '' I contacted XXXX on both XXXX and XXXX and was told an agent would contact me, but I have not been contacted by any of their agents. I have received no correspondence at all from Specialized Loan Servicing or XXXX with any information about my loan transfer or how to make a payment. I tried to make a payment on the SLS website but was unable to do so because they have not provided me with an account number. As XXXX stopped accepting payment on XXXX, I am unable to make a payment on the XXXX website. My payment was due XX/XX/XXXX and it is now XX/XX/XXXX but I still haven't heard from Specialized Loan Servicing and I am still unable to make a mortgage payment. I'm wondering if they are intentionally not contacting customers so they can tack on a late fee and claim the payment was not received. This is absolutely ridiculous and unacceptable. I shouldn't have to reach out to SLS on XXXX and XXXX because there is no other way to reach them. I also shouldn't have to file a complaint with CFPB to get this issue addressed.
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: 2021-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX was the last time I talked with my mortgage Servicer and requested an extension on my forbearance and if I could get any help with saving my home from going into foreclosure. The representative told be once my forbearance ends I will have to make my payment in full. XX/XX/XXXX will make exactly 1 year now in forbearance and when I called in XXXX they were able to approve my forbearance extension to XX/XX/XXXX. My Mortgage balance as of today is {$42000.00}. I am still impacted by XXXX because I am finding myself trying to catch up on all my bills while trying to work and raise my XXXX young children alone through COVID. They are home schooled and forces me to take time from work, which makes things more challenging. I want to clarify as of XX/XX/XXXX I was already behind on my mortgage trying to get help and because of that my mortgage Servicer will not help with deferring my total balance owed to the end of my mortgage. They are not willing to try and help me other than offering me a short sale or deed inLieu. I have no where to go and want to save my home. I am backed by a XXXX XXXX XXXX and was reading that as of XX/XX/XXXX its not required for me to pay my complete Forbearance balance in full and should qualify for a deferral but my mortgage Servicer is telling me otherwise. I am currently capable of starting to make my regular monthly mortgage payments but cant pay back the past due balance in full. My mortgage holder and Servicer is looking to foreclose on my home, its very obvious they dont want to help me. All I want is to place the balance owed to the end of the mortgage so I can continue making my regular monthly payments. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 12601
Submitted Via: Web
Date Sent: 2021-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The loan was originated at XXXX and then XXXX then sold to Specialized Loan Servicing. The original loan doesn't call for a loan payoff quote fee, however when I applied for a refinance with another lender a loan pay off fee was charged to my XXXX statement of {$25.00}. I called Specialized Loan Servicing company and I got a very rude CSR who told me they can charge me anything they want to charge me and I have to pay it. I was told as my loan was purchased that old loan contract is no longer governed. I asked for a supervisor and was denied to speak to anyone else. I feel this company is cheating people and charging fees they should not be allowed to charge or at least are not allowed by the constraints of the original contracts they purchased. I wonder how many people have been cheated like this by this company?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 907XX
Submitted Via: Web
Date Sent: 2021-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: When I bought my house in XXXX, I got 2 mortgages. One was a conventional primary and I do not have any problem with it. The problem arouse from Specialized Loan Servicing LLC. Originally I got second mortgage from XXXX. In XX/XX/XXXX they charged off my second mortgage. But from the beginning of XXXX I started receiving letters from Specialized Loan Servicing LLC where they claimed I owe them money. I told them XXXX written off my second mortgage and it was reflected in my credit history but still they said NO, they bought my debt and I owe them money now. I asked them to send me proof which they refusing. After they keep on sending me bills. A few times I offered them some amounts of what I was able to at the time in hope of settling my account to which they always refused and the interest kept on increasing ridiculously. I could not afford to pay them by what I found strange is that my credit history was not affected, I did not see any late payments, any collection of second mortgage amount show up anywhere on my credit. In XX/XX/XXXX XXXX send me 1099-C form with amount of {$68000.00} ( interest only ), Box 6 - G ( which in description states they got agreement from my part, WHICH THEY DO NOT HAVE ). When I called them to ask whether the whole amount of mortgage with interest was written off they said - NO. They want a full payment of mortgage which in fact was less then the interest they accrued! Also, I asked them to send me any paperwork they said - Oh, you should have it already. But I did not received anything. I tired calling numerous number provided by them to ask for paperwork- no luck. Again I checked my credit history and there was not any debt collector SLS there. I guess they are trying to get money using scam method. Please help me to resolve this situation because they are not communicating with me except requesting money. Thank You.
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: 2021-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A