Date Received: 2021-01-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Specialized Loan Servicing LLC will not mail a full mortgage statement without verbally being instructed to do so *every* month. This requires a consumer to sit on the phone for 5-10 minutes dealing with an automatic operator system just to then to be able to speak with a representative for another 5-10 minutes to ask for a paper copy of a statement *every* month. When asked why one can't just receive a paper copy every month, as had been received previously from the same company, their response was " oh, it was a business decision, we don't have the infrastructure anymore to do that '' when they clearly do because they will mail a paper copy of a statement after I have to call them to request it *every* month. The XXXX section does not specify that a consumer must contact the mortgage servicer every billing cycle to receive a full copy of a mortgage statement, only that a consumer must consent to the method of receipt : in person, verbally, written, or otherwise electronically. No specification exists that a consumer must communicate to the servicer that they wish to receive a full statement repeatedly for every billing cycle if the servicer decides to send a " coupon book ''. Specialized Loan Servicing LLC won't provide a consumer with a paper copy of the mortgage statement unless the consumer repeatedly calls them to request one *every* month.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 223XX
Submitted Via: Web
Date Sent: 2021-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My husband and I requested a 2nd payment assistance on our equity line of credit with Specialized Loan Servicing ( SLS ) on XX/XX/XXXX because I have been unemployed since XX/XX/XXXX due to the pandemic. Our account was not a day late when I made this request, now it is 6 months past due and could face foreclosure. SLS received all required documents to process our request and I have been calling and speaking with them just about every week to get the status of my request. Each time I called they stated that my husband 's pay stubs were not acceptable because they do not show pay period start and ending dates. My husband works for the US Postal Service, all US Postal Service employee pay stubs in the entire United States of America are this way. Each time I called I had to re-explain to each representative that I spoke with the information on the pay stub. I was told at some point that they would submit the pay stub manually and that my file would be escalated, at some point I was told it would be facilitated, this went on and on from XX/XX/XXXX to XX/XX/XXXX. I have requested numerous times so speak with a supervisor but was always told they were either in a meeting or not available for whatever reason and that they would have one call me back, to this date I have not spoken with one. On XX/XX/XXXX I called SLS again, I was told file has been escalated and waiting on status, since I've heard this numerous times in the past I requested to speak with a supervisor ( again ) to confirm what was going on with my file, representative stated no supervisor was available but he would have XXXX with ID # XXXX call me back, I assumed XXXX was a supervisor. XXXX called me back on same day, said she would have the file " escalated for review '' and that she would have someone call me back with the status or I could call back in a few days, I asked if she was a supervisor, she said no. I called on XX/XX/XXXX to speak with XXXX, she was not available so I left a message for her to call me back, that day ended without hearing back from her. I called today XX/XX/XXXX to speak with XXXX but she was not available at the time, the representative I spoke with offered to help, she said my file was " disengaged '' ( I was told this numerous times in the past but was also told file was in " review '' status ), she also said there was no pending review for modification, I left a message for XXXX to call me back. XX/XX/XXXX - XXXX called me back - said file has been escalated to a supervisor and she mentioned pay stub issue again, she also said that supervisor forwarded request to their processing team, she also mentioned that payment assistance application forms and pay stubs expired and mentioned that I could re-apply, told her what good would that do me since my husband 's pay stubs from the US Postal Service are still not showing pay period start and ending dates, said she could not answer this question and that she would have her supervisor XXXX call me back, day ended without a call back from XXXX. BOTTOM LINE - they could not help me with my payment assistance request because of the pay stub not showing pay period starting and ending dates. I am sure they have many other customers that work for the US Postal Service making the same request. It is a very UNFAIR PRACTICE that they could use my husband 's pay stubs when they made our loan and got us into debt with them but they could not use them for our payment assistance request. US Postal Employee pay stubs are legal and acceptable forms of income verification with all lenders in this country. PLEASE HELP!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 951XX
Submitted Via: Web
Date Sent: 2021-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-21
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: Specialized Loan Servicing is displaying a Foreclosure remark and balloon payment amount on my XXXX Credit report that are inaccurate. The property in question was foreclosed in XX/XX/XXXX, however this was not a balloon mortgage. The property was mortgaged for XXXX but all 3 bureaus ( XXXX XXXX, and XXXX ) show a balloon payment amount of {$470000.00} due on XX/XX/XXXX. I have no idea why they are reporting this balloon amount so I disputed with all 3 bureaus to no avail. The worst action taken as a response to my dispute occurred on my XXXX report. Every time I dispute the inaccuracy on XXXX, the Foreclosure date is moved to whichever month I report the dispute on. All I wanted was for this to be reported accurately. The foreclosure remark has been reported on my XXXX report XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX The foreclosure Started ( FS ) remark has been reported on my XXXX Report XXXX, XXXX, XX/XX/XXXX. XXXX XXXX, XX/XX/XXXX. Each time I dispute they move the marks to an incorrect place which causes my credit score to drop. The last dispute I sent had the Original Deed ( showing no balloon payment rider ), Sale deed ( showing correct Foreclosure sale date and title transfer date ) and copies of the incorrect notations on my report. Specialized loan servicing and XXXX did nothing. The inaccuracies remain.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21237
Submitted Via: Web
Date Sent: 2021-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: FRAUDULENT MORTGAGE LOAN SERVICING ( XXXX ) BY XXXX XXXX XXXX, SPECIALIZED LOAN SERVICING ( SLS ) AND XXXX XXXX XXXX XXXX XXXX ( AS TRUSTEE FOR INVESTOR ) WITH RESPECT TO XXXX XXXX XXXX XXXX AT XXXX XXXX XXXX, XXXX XXXX, NY XXXX. XXXX XXXX LOAN # : XXXX, SLS LOAN # : XXXX XXXX XXXX XXXX, Specialized Loan Servicing ( SLS ) and XXXX XXXX XXXX XXXX XXXX ( AS TRUSTEE FOR INVESTOR ) have violated the mortgage origination documents by introducing a new unsolicited balloon loan of {$380000.00} into the home relief option expected to bring relief to the borrower ; but now pain, because they have threatened to foreclose my property unless I agree to sign the additional balloon loan agreement on or before XX/XX/XXXX ; as a solution to resolve the unpaid arrears of {$100000.00}. They refused the extension of the maturity date of the loan from XXXX/XXXX/XXXX to XXXX/XXXX/XXXX as the Retention program provides ; but instead allow only 1 month extension from XXXX/XXXX/XXXX to XXXX/XXXX/XXXX. Specifically they are violating Clause 3F of the Modification Agreement signed on XX/XX/XXXX ( see page 8 of attachment ) which categorically states that only the deferred non-interest bearing amount of {$150000.00} will be due for payment at maturity, by year XXXX ; or when the mortgage principal of {$510000.00} is paid off ( see page 109 of the attachment ). SLS claim the balloon amount is at the instance of the Investors guidelines- XXXX XXXX XXXX XXXX XXXX ; which violates all the agreements concerning the mortgage loan and therefore violates RESPA and Home Retention Program. Specifically they have violated Clause 4 of the Modification Agreement signed on XX/XX/XXXX ( see page 8 of attachment ) -RESPA because they have refused to account for the application of the about {$560000.00} I have paid towards principal and interest payments from XX/XX/XXXX to XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10801
Submitted Via: Web
Date Sent: 2021-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-20
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: I do not even know who these people are or who they are working for. They have been calling via robocalls for a year or more every day and some times more than once. What little I know is that they say they are debt collectors trying to collect a mortgage debt. We haven't had a mortgage for more than ten years and it has been paid off for more than ten years. I asked them to stop calling but all they want is more information about us. I believe they are some kind of scam artists. They say to contact them at SLS.NET on the internet or call a telephone number. What they are after as far as I can tell is more information from me. Their phone number is XXXX XXXX XXXX XXXX XXXX They haven't sent us anything or told us anything about what they imagine we owe or who we owe it to. They just have been harassing us VIA robocall every day and sometimes more than once for more than a year.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78233
Submitted Via: Web
Date Sent: 2021-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: FRAUDULENT MORTGAGE LOAN SERVICING ( XXXX ) BY XXXX XXXX XXXX, SPECIALIZED LOAN SERVICING ( SLS ) AND XXXXXXXX XXXX XXXXXXXX XXXX XXXX ( AS TRUSTEE FOR INVESTOR ) WITH RESPECT TO XXXX XXXX XXXX XXXX AT XXXX XXXX XXXX, XXXX XXXX, NY XXXX. XXXX XXXX LOAN # : XXXX, XXXX XXXX # : XXXX XXXX XXXXXXXX XXXX, Specialized Loan Servicing ( SLS ) and XXXX XXXX XXXXXXXX XXXX XXXX ( AS TRUSTEE FOR INVESTOR ) have violated the mortgage origination documents by introducing a new unsolicited balloon loan of {$380000.00} into the home relief option expected to bring relief to the borrower ; but now pain, because they have threatened to foreclose my property unless I agree to sign the additional balloon loan agreement on or before XX/XX/XXXX ; as a solution to resolve the unpaid arrears of {$100000.00}. They refused the extension of the maturity date of the loan from XXXX/XXXX/XXXX to XXXX/XXXX/XXXX as the Retention program provides ; but instead allow only 1 month extension from XXXX/XXXX/XXXX to XXXX/XXXX/XXXX. Specifically they are violating Clause 3F of the Modification Agreement signed on XX/XX/XXXX ( see page 8 of attachment ) which categorically states that only the deferred non-interest bearing amount of {$150000.00} will be due for payment at maturity, by year XXXX ; or when the mortgage principal of {$510000.00} is paid off ( see page 109 of the attachment ). SLS claim the balloon amount is at the instance of the Investors guidelines- XXXX XXXX XXXXXXXX XXXX XXXX XXXX which violates all the agreements concerning the mortgage loan and therefore violates RESPA and Home Retention Program. Specifically they have violated Clause 4 of the Modification Agreement signed on XX/XX/XXXX ( see page 8 of attachment ) -RESPA because they have refused to account for the application of the about {$560000.00} I have paid towards principal and interest payments from XX/XX/XXXX to XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10801
Submitted Via: Web
Date Sent: 2021-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: COMPLAINT AGAINST XXXX XXXX AND SPECIALIZED LOAN SERVICES ( SLS ) Amortization period for the loan was extended from 360 months ( Loan maturity on XX/XX/XXXX) to 480 months ( that is Loan Maturity onXX/XX/XXXX ) .But SLS state the loan maturity as XX/XX/XXXX ; instead of XX/XX/XXXX to create a fraudulent fictitious balloon amount of {$380000.00} added to the current loan of {$610000.00} because they used 360 months maturity to amortize the loan contrary to the 480 months, which they claim falsely is the new amortization period ( see page 54 of attachment ) I do not see how this is a Mortgage Relief Option. To address an unpaid arrears of {$100000.00} ; SLS introduced a fraudulent fictitious balloon amount of {$380000.00}. 1.XXXX XXXX and SLS should be directed to remove the balloon amount of {$380000.00} to be a truly a mortgage relief to enable me commence the trial period commencing XX/XX/21. It is fraudulent for XXXX XXXX and SLS to state the maturity date asXX/XX/XXXX. This date is a strange introduction and has no basis. XXXX XXXX and SLS should harmonize the maturity date of XXXX and amortization period of 480 months. 2. I did not apply to increase my financial burden and lose my home. Am I being maltreated because I am minority and XXXX? I never contracted any loan from SLS. They were imposed on me by XXXX XXXX as Servicer. XXXX XXXX manipulated my loan accounts and expect me to accept their fraudulent practices without seeking for fair and equitable resolution. 3. If I can not get fair and just intervention from CFPB, I will engage my representatives both in the House and Senate to help me out ; and the courts. I am aware a good number of XXXX and minority home owners have dispossessed of their homes fraudulently ; and sold for pennies to white cronies. 4. Minority interests and XXXX people should also be considered and not serially and continuously abused. cc. Senator XXXX ; Mrs. XXXX XXXX ( Chair, Financial Services ; Senate Majority Leader ; XXXX XXXX ( NY )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10801
Submitted Via: Web
Date Sent: 2021-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-18
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: We recently decided to refinance our home with our credit union after trying for over a year to remove our PMI with our current mortgage company. The agent that is helping us at the credit union contacted us on XX/XX/XXXX stating that our current mortgage company ( Specialized Loan Servicing ) reported on our credit that we're in a deferment and we'd need to be current on payments to proceed. Our credit report it is showing our last payment we made was XX/XX/XXXX. We have never requested assistance nor have we ever been late on our monthly payments. I contacted SLS on XX/XX/XXXX and they said they'd send an email stating that we are current on our loan and never requested the deferment. After waiting several days with no email, I contacted them back XXXX on XX/XX/XXXX XXXX. I was told we'd have an email no later than Monday XX/XX/XXXX. We never received the requested email so I contacted them back on XX/XX/XXXX. Due to heavy call volume, I was forced to do a call back for a later time. I got a return call on XX/XX/XXXX and was transferred to a relationship manager for resolution. XXXX stated that they do not send emails however, an official letter could be mailed to me stating that we aren't in a deferment and also that he was sending something to the credit report to be updated. We received two letters Saturday, XX/XX/XXXX from our mortgage company. The first letter stating that they have received our documentation as part of our request for mortgage assistance but they need more information and the second stating our account has been transferred to the customer resolution department due to potential or existing delinquency. Both letters also state that they are required by Federal law to advise us that this communication is from a debt collector. Again, we have never been late in our payments and have never requested any assistance. We've been battling this company for several months now to remove our PMI. They finally sent an appraiser to our house in XXXX and even followed up with a phone call stating it would take 30-90 days to review. I never heard anything back and every time I call customer service, nobody can help me. I was even told that I couldn't speak to a supervisor and was hung up on. I have spent countless hours trying to get resolution with this company. The false reporting to our credit was our bottom line.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84081
Submitted Via: Web
Date Sent: 2021-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I began this process with SLS Servicing on XXXX XXXX. I am currently in trouble with my loan and was seeking to work out a repayment plan with my SLS who is servicing my loan. I have been in contact with consistantly since XXXX regarding my intentions for my property. I completed a XXXX application to apply for assistance, uploaded the forms. I then would call to verify they had everything. I was told on numerous occasions there was nothing else needed. I then would receive a letter indication nothing specific but documents were needed. I would then make a call and the representative had a very hard time figuring out what I was missing. Finally the representative would find the document that they stated was missing already submitted and was over looked. This went on from as I stated XXXX to XXXX XXXX. Each time between XX/XX/XXXX andXX/XX/XXXX I was told something different by each representative, I have never been able to speak with my appointed representative. I have left several messages for her but no return calls. Finally Last Thursday I requested a supervisor and was allowed to speak with her. She stated there were missing documents, after reviewing my documents sent she found what they had been looking for and forwarded it over to the correct processor. she stated that I should have a final answer within 72 ours it has now been about one week. I believe that SLS is attempting not to assist me, I believe they are trying to allow my loan to go into foreclore. I have indicated in my correspondence to them that I am willing and able to make 2 payment a month to get this resolve. I have also let them know that if I need to file bankruptcy to resolve this I will. I can not afford to be in the streets at this time. I believe these are intentional act from this servicer
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48340
Submitted Via: Web
Date Sent: 2021-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-15
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: In 2019 my wife was diagnosed with stage XXXX XXXX XXXX. I am permanently XXXX with XXXX XXXX. We missed mortgage payments for the months XXXX, XXXX, XXXX of 2019. I contacted the mortgage company and they offered a loan modification because of a medical hardship. We sent the application paperwork for modification of the mortgage back on XX/XX/2019. The process of doing the modification of the loan was finalized on XX/XX/XXXX 2019.During this process the mortgage company called every month and withdrew payments for XXXX, XXXX, XXXX, XXXX, XXXX, XX/XX/2019 XXXX reported these months late on the credit report to the credit bureaus. I dIsputed this to XXXX, XXXX and XXXX XXXX. I supplied all three credit reporting services with proof of payments posted to the mortgage company from the checking account. They investigated and return with the loan was modified and current. I disputed the findings again to the credit bureaus. The same answer came back from the investigation. I was told to contact the mortgage company and open a credit dispute with them on an error of crediting payments taking directly from the checking account. I spoke to someone and would not delete the late payments. They told me that I should have asked for a forbearance and that would have not affected my credit. I was never told about this option back in XXXX XXXX.I asked to talk to a supervisor and received a return call the next day with the same decision not to credit these payments. They record all telephone calls. I told the person that took the payments every month that how can you repot these late. I was told when the modification of the loan was complete that it would be fixed on my credit report. I came to find out about this when trying to refinance the loan with another company. I was never credited for the payments and that it shows as late on my credit report. Thank You, Trying to refinance a mortgage after a medical hardship
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08060
Submitted Via: Web
Date Sent: 2021-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A