Date Received: 2021-02-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have repeatedly received invitations to apply for a modification and when I call to inquire, I am told that I was reviewed and did not qualify- however when I asked what was used to determine my qualification- there is no response. My concern is how could I have been reviewed if I was denied at the same time I was told more proof of income docs were needed, how could I be properly reviewed and denied in a matter of days? I sent in my application on XX/XX/XXXX and was denied a few days later ( as I was being asked for more documentation ). I have received incorrect information from my point of contact XXXX. He seems to take things very personally w me and is very rude and difficult to communicate with. I am requesting to submit settlement plan, but my representative has not sent me any detail on how to do so. I have received incorrect information from my point of contact XXXX. He seems to take things very personally w me and is very rude and difficult to communicate with. I have also advised SLS that I am experiencing COVID hardship and they were previously advised that I was affected by the CA Wildfire disaster of XXXX & XXXX. Both of which garnered no response from SLS. Furthermore an offer was submitted in XX/XX/XXXX, w a required down payment in XX/XX/XXXX and a notary- during the height of COVID 19. When we were under STRICT stay at home orders.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90035
Submitted Via: Web
Date Sent: 2021-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Specialized Loan Servicing purchased my equity line of credit XXXX {$60000.00} limit ) from XXXX XXXX XXXX in XX/XX/XXXX, The balance was in or around {$54000.00}. In XXXX XXXX XXXX or so XXXX the account reached its draw down limit {$60000.00}. I was not able to make but one payment in XXXX the rest of the payments were applied to the balance on the account. A bill collector on behalf of SLS contacted me in early XX/XX/XXXX about the account. I contacted SLS and sought a forbearance agreement. It was granted and they sent me a letter confirming that I was in forbearance for the period XX/XX/XXXX, XXXX XX/XX/XXXX, and all foreclosure activity would cease. In XX/XX/XXXX, my usual statement listed attorney 's fees, other foreclosure expenses and my house was listed with XXXX XXXX GA for public auction for XX/XX/XXXX. I contacted SLS at their customer service number and was told that something was wrong because I was in a forbearance agreement. I emailed the bill collector - attorney and explained that I was in forbearance. I wrote the first letter of many to SLS who did nothing but canceled the sale for that date. I complained about them billing me for foreclosure expenses while under the forbearance agreement. In my next statement the legal fees associated with foreclosure were changed to " corporate advances '' XXXX same amount for each item that was billed in the XX/XX/XXXX statement, and designated as foreclosure activity ). I wrote an overnight letter requesting a full disclosure of what the fees were and under what authority were they placing these corporate advancement fees on my account. The payment department in XXXX XXXX CO sent the letter back to me and told me that their billing office in XXXX CO handled account issues. I sent a copy of the letter to them, and as of today, I have heard nothing. On XX/XX/XXXX paid the reinstatement amount which included the corporate advances now billed as " fees billed '' with no explanation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30294
Submitted Via: Web
Date Sent: 2021-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I contacted CFPB in XX/XX/XXXX to report a problem with an escrow account that my mortgage lender created in error last year. The complaint number is # XXXX. That complaint was resolved by XX/XX/XXXX, when my mortgage lender closed the escrow account and reversed the payments that it had improperly debited from my mortgage payments to credit to the invalid escrow account. I recently received my form 1098 Mortgage Interest Statement for the XXXX tax year from my mortgage lender. On previous statements from previous tax years, Box 10 has been empty. On the statement for the XXXX tax year, Box 10 contains an amount -- {$810.00}. This amount is the same figure that factored into the escrow error that my lender made last year. I contacted my lender twice today ( XX/XX/XXXX ) and spoke to two separate customer service representatives to discuss the amount listed in Box 10 of the document, and to request a corrected XXXX Mortgage Interest Statement if the {$810.00} negatively impacts my tax filing. Neither representative seemed to fully understand the potential problems that this {$810.00} figure can cause and both stated that issuance of a corrected 1098 Mortgage Statements is not possible. Yet, the document itself clearly contains a box that the lender is required to check if a corrected document is issued and there is also verbiage on the back of the document informing the mortgagee how to proceed in the event that an error is identified. Neither representative knew how to assist me. My tax preparer stated that the {$810.00} figure that currently appears in Box 10 will reduce any tax refund that I may receive unless the XXXX statement is corrected. She also stated that this information on the form has been reported to IRS, so it must be corrected by the lender if it is incorrect. The escrow account was created by the lender in error, so the lender is obligated to correct its error, so that I am not further impacted or penalized by IRS.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21133
Submitted Via: Web
Date Sent: 2021-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Below is the email I sent to the company which explains my exact issue. I would like to ask for your help to locate my mortgage payment. On XX/XX/XXXX I used my XXXX bank account, online bill pay system, to make my XXXX mortgage payment of {$1200.00}. Please keep in mind I have made my payment using this system many times in the past with no issues. The XXXX payment is a different story. According to the cancelled check, which I attached here for you to see, Specialized Loan Servicing, SLS, received the check on XX/XX/XXXX and it was received by Teller XXXX. According to XXXX XXXX the check was cashed on XX/XX/XXXX and {$1200.00} was issued to SLS. On XX/XX/2021 I received a Mortgage Payment Reminder Notice from SLS stating my payment had not been made and that it was due. That day I called SLS and asked about my payment. I was told that in order to do a payment research I would have to send proof that I made my payment. I asked if a copy of the cancelled check would work. I was told that it would and to send it to XXXX. I sent that and I called back on XX/XX/2021 and during that call I was told it could take 24-48 hours to get into the system and there was no new information about my payment. I waited a few days and called SLS back and I was told the information had not been entered into the system and that my payment was still due. Again I was told to check back in a few days. I called back again on XX/XX/2021 or XX/XX/2021 and talked to a lady who told me that there was nothing new in the system and that she was working on Saturday XXXX/XXXX/2021. She said she would check into my missing payment and she would call me back on XXXX/XXXX/2021. I asked her to speak to a supervisor. She said she would put in a request for a supervisor to call me back and that could take up to 24 hours. She did not call me on Saturday as she stated she would. On Monday XX/XX/2021 I received a call from SLS however it was a recording that said, Sorry we missed you. Please call us back at ( I do not recall the number ) I called back and spoke to a lady who said she did not see where the cancelled check I sent had been added to the system yet. It was at that point I sent the cancelled check again to the email. With no call back from a supervisor I again requested a supervisor call me. Please understand I am getting frustrated with this situation and the fact that SLS has my payment but nobody can help me!! Today, while I was cooking dinner at XXXX XXXX Eastern Standard Time, I missed a phone call from SLS. The voice mail was from a female who asked me to please give them a call at XXXX. I called back within a few minutes and this time I talked to XXXX, operator number XXXX. She said according to her records my payment was 32 days past due. I explained the whole situation to her and she said that the cancelled check was not going to help research my missing payment and that I had to send a copy of my bank statement. She also said my request to research my payment was cancelled. Why was it cancelled? I again asked her to have a supervisor call me and I also asked how can I escalate this issue to a higher authority? She told me that I would have to wait for a supervisor to call and that is all she could do. I asked her for any manager 's contact information, email or a phone number. She said she did not have anything to give me. So far I have not been able to locate anybody who can help me find my payment. No one has any answers. I called XXXX XXXX to request a copy of my statement so I could send it to you. The bank said they only mail proof of payments and that she could mail one to you. The only address I have is XXXX XXXX XXXX. XXXX XXXX, Colorado XXXX. I gave that to the bank and she said a copy of the proof of payment would be mailed to that address. I am asking you to please research this for me and help me locate someone who can help. I also believe there should be a better system in place to assist customers with situations like mine as the current system keeps me in a never ending cycle with no answers and no resolution to the issue. I should not have to request and wait 24 hours for a supervisor to get back with me. I would expect that there is a supervisor available immediately. The fact remains that SLS has {$1200.00} for my XXXX payment and I can not find anyone willing to look for it. I expect this day and age for companies to care more for customer service and to have better processes in place. I want to speak to a live person and not communicate through a one way email. Over the last year I discovered 36 negative reviews and they are all having the same situation as me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27127
Submitted Via: Web
Date Sent: 2021-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: SLS Specialized Loan Serving is my mortgage service provider. I reached out to them back in XX/XX/XXXX to inform them I was directly effected by the Covid-19. They gave me a 6 month forbearance and then I asked for another extension and they gave an additional 3 months which brings my account due for payment XX/XX/XXXX I called to Make my XXXX payment and they mentioned the past balance plus my XXXX payment was due immediately and I explained we are senior citizens on a fixed income and couldnt afford to make that lump payment and asked if the past due balance could be moved to the end of our loan and we were ready to make our one month XX/XX/XXXX payment. They mentioned we would need to fill out documentation but to me it looked just like a traditional loan application and we were not told in the beginning that this would be a requirement to get the past amount moved to the end of the loan. I asked if we could have another extension that President Biden extended for all people who were effected by the Covid 19 and the rep mentioned they dont know anything about that and he just became President a few weeks ago. This is causing more stress on my husband and I we are elderly and we are trying to stay healthy and just want to pay our mortgage and have the balance that we owe put on the end. I feel like they arent operating under the Cares Act and need to follow the guidelines Thanks
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30016
Submitted Via: Web
Date Sent: 2021-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hello I have a second mortgage with Specialized Loan Servicing and I been trying to get get forbearance or loan modification and have send all the documentations they needed multiple times and when I call them even their systems says we have all your information waiting for review and when I log in it says the same thing. Its been months and nothing has happened and we are in pandemic which most mortgage companies help right away like my first mortgage took one day to put me on forbearance to buy me time during these hard times. This company should be ashamed of themselves since they are very unorganized. Every time I call every agents do not know what is going on. I am on a fix social security income and now since they drag this so much now when I called today they said they want a new one like Social Security changes. I need help to resolve this since they are just so bad in helping people in these hard times.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92692
Submitted Via: Web
Date Sent: 2021-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-02
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: XX/XX/XXXX - Regular mortgage payment was made. I didn't realize the payment had changed due to escrows withheld increasing and the payment is auto paid each month. XX/XX/XXXX XXXXpecialized Loan Servicing ( SLS ) phoned me to let me know my payment was sitting in suspense until the balance was paid. Payment was made over the phone and processed. 30 day late occurred which was never mentioned. XX/XX/XXXX - House was sold thru the normal process. Payoff was sent via XXXX and received on XXXX for the full payoff amount provided by SLS. I'm in the process of refinancing my current primary and the mortgage wasn't showing paid off as of the end of XXXX. I phones SLS and they told me turn times are delayed and they recorded the payoff as of XX/XX/XXXX when they had a live check on XXXX in their possession. I did receive my escrow refund and mortgage note as being paid in full from the company. At that time the mortgage late for XX/XX/XXXX was supposed to be updated and removed from my report. I received a call from my mortgage representative I'm refinancing thru and they let me know my credit report still showed a discrepancy for XXXX and now one also showed for XXXX. The house was already paid off. Now I am receiving credit updated monthly from Experian. To make matters worse they now show my credit file in XXXX as paid off for less than the balance owed so another negative hit which all in all cost me about 75-100 points on my credit report and makes me ineligible to refinance costing me additional funds each month on my current mortgage. I have had credit for 25 years and never have I have any late payments. I have made several ( 20+ ) attempts to get this corrected and to no avail. I make calls, service ticket have been opened for months with no resolution at all.
Company Response:
State: SC
Zip: 29707
Submitted Via: Web
Date Sent: 2021-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-02
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: My complaint is with Specialized Loans Services ( SLS ). I have 15 year fixed rate mortgage that closed on XXXX. My loan payment is {$2600.00}. I have paid my mortgage on time every month since then to date, XX/XX/XXXX. In mid XXXX, SLS created an Escrow account without my knowledge or consent. They then paid my property taxes for City of XXXX and XXXX XXXX Georgia. Again without my consent or knowledge. I can furnish proof that I repaid SLS for their outlay and I can provide proof of payment for my monthly mortgage amount stipulated in my closing documents. SLS has not applied ANY of my monthly payments since XXXX to my account and now states that I am in default. They have also sent me a bill for XXXX and I have NO IDEA why. And did I mention they sent ME a check for {$7100.00} in XX/XX/XXXX?? I have made numerous calls to rectify the matter but no customer representative can alter or make changes and only are willing to take payment. I have requested 3 " Supervisor Callbacks '' which have not happened. No one can tell me how I am in default and have negative credit reporting as a result. I am at my wits end. I need help. Again, I can provide any necessary documents proving my on-time monthly mortgage payments and my repayment for monies paid on my behalf for property taxes..
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 303XX
Submitted Via: Web
Date Sent: 2021-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-02
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In XXXX of 2020 SLS Mortgage, charged off my second mortgage with no explanation. Resulting in me dropping 38 points on my credit score. Which also shows me now having a charge off in my report as well as my wife 's report. A Charge off is not a good look when you are preparing for future purchases lower interest rates, home improvement loans, car loans. It shows that you are a credit risk. After some research. Sls is notorious for doing scams on consumers. I will not be there latest victim. My account shows that I was current. So i don't have anything to attach.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27253
Submitted Via: Web
Date Sent: 2021-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I made every one of my mortgage pays for the year of XXXX, I have never missed a monthly payment in the 7.5 years of having my mortgage. I am current now also. Indicating my character as a customer. Every month of that year ( XXXX ) Specialized Loan Servicing, has taken my escrow payment for my taxes and home insurance of {$240.00}. They have admitted this, every time I have called, ( I can provide call info history upon request ) also their own site shows this, which a representative have admitted while looking with my at my on-line account. I received from them a 'Escrow Account disclose statement ' that shows that I owe an extra {$510.00}. The reason it shows this is because all of my escrow payments that they took ( 12 ) are not included in the 'payment to escrow ' column on page 2 of the report. ( I will enclose a copy of ), only 10 of the payments are. Instead of going from XXXX of XXXX to XXXX of XXXX, they erroneously start at XXXX of XXXX and then go to XXXX of XXXX with in estimated pay! Its very simple, I paid in, according to their own records {$2800.00} for the year, they paid out, under 'What We Paid Out ' column {$2800.00}. I paid more in then they paid out, but they tell me I am {$510.00}!!! I have called XXXX 4 times, been on phone for at least 5 hours, talked with the Escrow dept, many other reps, hung up on, had this escalated, told every single time that I was correct, or they saw the error, but they will not correct it, according to them they NEVER note the account, I ask them to read notes each time I called back, and they say the notes are not there.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 46060
Submitted Via: Web
Date Sent: 2021-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A