Date Received: 2021-01-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Have tried since XXXX to call and write the servicer SLS Speicalized Loan Serving, for help and they just keep delaying and finallly said not able to grant the forbearance. They don't give a reason and since we have an FHA backed loan it is our understanding that they are required to grant a forbearance. We have tried for so long to comply with their requests but getting nowhere.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92253
Submitted Via: Web
Date Sent: 2021-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have specialized loan servicing loan handling my mortgage my loan was given to them by XXXX XXXX about XX/XX/XXXX. For the last 5 years I have had nothing but problems with them since I XXXXXX/XX/XXXX to my daughter on XX/XX/XXXX. I had a XXXX after I gave XX/XX/XXXX to her due to XXXX and I fell behind on my mortgage And XXXX XXXX refuse to Help me modify my loan. So it been a nightmare. I sent in all the right documents.They told me I didnt have enough income.Which I did have enough income I made good money working for XXXX XXXX XXXX XXXX at the time.so my home was up for foreclosure then I hade to hire an attorney to file bankrupt. Due to XX/XX/XXXXI got XX/XX/XXXX along with my XXXX year old daughter.I got hired at XXXX XXXX XXXX XXXX due to schools being closed down I was unable to keep up with the expensive trustee payments.with my income being reduced. So my case was dismissed. Because I was XXXX Due toXX/XX/XXXX along with my XXXX year old daughter after the XXXX XXXX left her with not being able to XXXX or XXXX XXXX she now needs to have a procedure done at XXXX this month in XX/XX/XXXX To see if they can get her back to eating again. I found out about the special forbearance due to covid 19. I called Specialized Loan Servicing and request to be placed the Special Forbearance due to covid 19 around XX/XX/XXXX I was told I couldnt apply for the special forbearance online thru their website because I was in a chapterXXXX and I dont have access to their website because I was in a chapter XXXX so I had to apply over the phone with a representative so I applied over the phone. I was told it had to be reviewed and I will get a letter in the mail stating if it was accepted or not. I never received a letter of the terms Or if it was accepted so I called in to specialized loan and I was told it was accepted. I asked for a copy of the terms they never sent me a copy to this day I Asked for it 3 times already. My mortgage at the time was on the sheriff sales list Specialized loans never moved it off the list or changed the the sheriff sale date with the court or let the court know I was on the special forbearance due to covid 19. My county I live had a eviction moratorium Due to covid 19 to the date was changed then because of that. Not from specialized loan servicing changing the sale date. Specialized loan Servicing refused to adhere to the Cares Act and FHA Special Forbearance due to Covid 19 guidelines. I called FHA in XXXX XXXXto let them know of the problems I was having with this company and FHA called specialized loan servicing themselves and told them to take my home off of the sheriff sales list because I was eligible for this program and specialized loan told them I was placed on the special forbearance until XX/XX/XXXX And if I wanted to request another extension on the special forbearance I could if I wanted to and they would update the court documents. Specialized Loan serving never updated anything and my home is still up for sheriff sale on XXXX called Specialized Loan back on Monday and they said my home was not going to be sold on XX/XX/XXXX that they sent over to their Attorney XX/XX/XXXXXXXX on XX/XX/XXXX to update Put my mortgage on hold to XX/XX/XXXX. I called their attorney XX/XX/XXXX spoke with one of the girls that handles the Pennsylvania files she said shes working remotely and she said she was waiting until the court in my area change the date again because they were doing it due to the eviction moratorium in this county their attorney said they were going to wait until the day before the sheriff sale to change the date if the Court dont change it.I think this mortgage Company is horrible not only am I XX/XX/XXXXwith XX/XX/XXXX XX/XX/XXXXbut Im also going thru a lot with my XXXX XXXX XXXX with XX/XX/XXXXand scared and worried about her XXXX and having to get XXXX soon. Im going thru so much and they are horrible. I want my mortgage transferred to a mortgage company that can help me and help me get my mortgage back on track. I spent thousands of dollars on attorneys fees this mortgage company is not trying to help me out they are trying to take my home
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19050
Submitted Via: Web
Date Sent: 2021-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello. In XXXX, XXXX, I received correspondence from Specialized Loan Servicing ( SLS ) regarding my mortgage saying that I was in default due to non-payment and offering me a loan modification to address it. This was news to me at the time, as I had been diligent about my payments since my mortgage was transferred from XXXX XXXX to SLS in XXXX, XXXX. I called numerous times and sent correspondence to SLS requesting they provide me with more information as to why they were showing not receiving my payments. I received no reply. Over the next several months of XXXX, I continued to make payments to SLS, and continued to call and send correspondence asking why my account was showing late and having additional fees. I received no replies and no clear information from agents. Often I would wait on hold for over an hour only to be told that a ticket would be open to investigate and I would be called back. I never received follow up calls. In XXXX, XXXX, I spoke with an agent who informed me that in addition to payments for XXXX, XXXX and XXXX, XXXX, I was also in arrears for payments in XXXX, XXXX, XXXX, XXXX, and XXXX, XXXX. This despite the fact that I had sent these payments via my bank 's electronic bill pay service. A service that I had used successfully multiple times since SLS took over my mortgage in XXXX, XXXX. The agent said that I needed to provide bank statements showing that I'd made the payments. I emailed, faxed, and mailed more correspondence showing not only the bank statements and screen shots of the app showing the funds being sent and withdrawn from my account, but also referencing my previous correspondence from XXXX, XXXX. I received no replies. I again called SLS agents, often being on hold for over an hour, throughout the summer months to confirm they'd received my correspondence and to get answers on why my payments had not been posted. At this point, like most Americans, I was having trouble actually making current payments due to the pandemic. But I received no answers or information regarding my previous payments or why they had not been posted. Finally in XXXX, XXXX, I spoke with a knowledgeable agent at SLS who informed me that none of my correspondence was in my " file '' and that tickets investigating these payments had not been opened. That there was a specific procedure for opening these tickets and documentation needed in order to do the investigations. She sent me via email a form that described the information needed in order to accomplish this. Later in XXXX, I would be sent a completely different form with requirements for opening tickets to investigate missing payments. Beginning in XXXX, XXXX, I contacted my bank to request that they produce one of the accepted forms of documentation that SLS requires. Namely a letter on bank letterhead describing the payments made through their system and the associated ECH transfer ID information. My bank began their own process to produce this documentation. In that process, my bank, XXXX ( related to XXXX XXXX XXXX ) discovered that they had sent the payments to SLS for the dates in XXXX, XXXX, and XX/XX/XXXX, but that SLS had rejected them and returned them. However, XXXX 's ECH vendor did not return those funds to my account. So I was unaware that the funds were not received by SLS. I made those payments in good faith, but never given any indication from SLS or XXXX that those funds did not post to my account in literally dozens of correspondences between me and those entities. It wasn't until XXXX tracked these payments down themselves that they discovered that the money had been sitting in " limbo '' for months. Over {$2000.00} worth of my money. XXXX detailed this situation in a letter on their letterhead. Per the instructions given to me by SLS, I sent them copies of this documentation along with a request from me that they waive the late fees associated with those payments and any interest that was accrued for not receiving them at that point in time, so that I would not be penalized for the payments being late, having sent them in good faith via XXXX and never told that they were not posted. I then made a payment to SLS for over {$9000.00}, per their instructions, to bring my account current. SLS rejected this payment and furthermore did not include the correspondence from XXXX or me in my records. This happened over XXXX and XXXX of XXXX. On XX/XX/XXXX, I finally reached a human agent at SLS ( after multiple tries, often times being on hold for over an hour only to be told I'd get a call back that never arrived ) who advised me that there were no records that my $ XXXX payment was received or rejected. A subsequent agent told me that the payment should've been received, but that the previous payments from XXXX, XXXX, XX/XX/XXXX would've been rejected because " they wouldn't bring the account current ''. It is beyond my comprehension how making a payment to an account, whether it is in arrears or not, can not be received because it is not for the full amount. How is anyone going to bring their account current if the mortgage holder refuses payment? Regardless of whether or not the payment is for the full arrears amount, this is a good faith effort on the part of the mortgagee to bring the account to current! This makes no sense, and feels very much like the mortgage holder is playing cat and mouse with the mortgagee, digging a larger hole of arrears payments by refusing to apply payments that the mortgagee makes to bring the account to current. In my case, I was never even aware that my account was in arrears in the first place going back to payments SLS rejected or did not post in XXXX and XXXX of XXXX. When I asked the agent to escalate the call to a supervisor to explain to me why my payment of over {$9000.00} was rejected just a few weeks earlier, the agent hung up on me. Subsequent calls to SLS are answered by an automated attendant telling me they will call me back. They never call me back. My issue here is simple : take my money. I am giving you plenty of funds to bring my account to current status, but the hurdles I must jump through and the methods in which SLS is requiring payment is punitive and not in the interests of them or me as the property holder! This just seems like SLS creating artificial barriers to satisfying the terms of the mortgage in order to create a breach in the contract and hold me accountable for it! All I want is my payments that I submitted in good faith through my bank to be posted as if they were received properly by SLS, with all interest and fees waived. It is not a failure by me to make the payments. It is a failure by SLS to accept them, and XXXX to have alerted me that SLS did not accept them. Yet it is me who is suffering the interest, late fees, and damage to my credit rating because of THEIR SHENANIGANS! I have ample documentation of all my correspondence, calls I made, people I spoke with, and the level of effort I've undertaken to try and resolve this issue! I don't want to take this to court, since that will be prohibitively expensive. But what other recourse do I have? This is patently unfair. Thank you for your time and attention.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37221
Submitted Via: Web
Date Sent: 2021-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Timeline:XXXXXXXX We receive a statement from Specialized Loan Serving requesting an additional {$630.00} for our escrow account. Investigating why this amount is so much we looked at our insurance and taxes which both went up.Increase in insurance = {$270.00} Increase in taxes = {$170.00} {$270.00} + {$170.00} = {$440.00} We agree with the loan serving company that these amounts have increased.However, {$630.00} - {$440.00} = {$180.00}. When we asked why and where the additional {$180.00} is coming from, we get no answers, other than : that is what our records show and our escrow account needs {$870.00} at all times. Currently our escrow account on our XX/XX/XXXX statement posts that our escrow balance is {$1100.00}. When we ask why do you need more of our money in our escrow account when the current balance is {$1100.00}, allow get is : that is what our records show and our escrow account needs {$870.00} at all times. In addition, our statement from XX/XX/XXXX states that the loan service did not make any payments to our escrow account for the months of XXXX - XXXX, XXXX, XXXX, XXXX or XXXX. When we ask why they were negligent in placing money into escrow for those months, we get no answers other than : that is what our records show and our escrow account needs {$870.00} at all times. Specialized Loan Serving contacts from XX/XX/XXXX to XX/XX/XXXX : XX/XX/XXXX XXXX asked for new documentation, never received it XX/XX/XXXX XXXX asked for new documentation, never received it XX/XX/XXXX XXXX for new documentation, got an email, same information with no changes XX/XX/XXXX XXXX XX/XX/XXXX XXXX The response from all these contacts is the same : we get no answers other than : that is what our records show and our escrow account needs {$870.00} at all times. Note on XX/XX/XXXX when we asked to talk to the next supervisor, XXXX refused to transfer us to any other supervisors or representatives. We would like to know why the Loan serving company wants more escrow money? We would like to know where the additional {$180.00} is coming from on their end?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NE
Zip: 68516
Submitted Via: Web
Date Sent: 2021-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Since XXXX of 2020, approximately 6 months, I have been dealing with an issue with Specialized Loan Servicing which is owned by XXXX XXXX. I have reached out to the company several times with no solution to my problem. I have spoken to many supervisors from the Tax Department with no solution in site. When I do connect with someone I hear the same response that " We have not heard back from the county yet. '' It is impossible that the county has not responded in 6 months. This company paid the wrong tax pin/real estate tax bill in XXXX of 2020 on the incorrect property. This, in turn, affected my tax escrow account and created a shortage of {$4500.00}. My current total mortgage payment increased and has still not been fixed due to their error. Please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60504
Submitted Via: Web
Date Sent: 2021-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We made changes to our homeowner 's insurance and need to adjust the monthy escrow payment with Specialized Loan Servicing. I just need to talk to a person. The number for customer care is XXXX. It took my husband and I three afternoons, ridiculous telephone loops, 30 minute wait time and by the time we might have fund the right department they hang up on you! This happened three times in three days. All I want is to talk to them about adjusting my escrow balance. I just only want them to call me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 325XX
Submitted Via: Web
Date Sent: 2021-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Please refer to my previous acceptance in XXXX, XXXX of the retention program as amended in the SLS response to my complaints to Consumer Financial Protection Bureau ( CFPB ) ; that is without a balloon amount of about {$380000.00} ( See Appendix A attached ). SLS had corrected The term of the loan was extended to XXXX ( 480 months ), with an interest of 2.875 %. The current retention approval ( Appendix B-Page 10 ) has re-introduced the balloon amount of {$380000.00} contrary to Appendix A attached as advised to CFPB. The purpose of the retention program is to capitalize the arrears of about {$100000.00} and reduce monthly by extending the amortization terms from 360 months to 480 months. To address the unpaid of arrears of about {$100000.00} by adding a balloon amount of {$380000.00} that is an increase in the mortgage amount by {$280000.00} will NOT be a retention program. Please maintain the approval sent to CFPB in Appendix A without the Balloon amount of {$380000.00} since the arrears of {$100000.00} have been taken care by capitalization with increase in the 1st and 2nd Unpaid principal Amount ; and the reduction in monthly mortgage amount addressed by the extension of amortization period from 360 months to 480 months. The balloon amount negates the essence and purpose of the Retention Program. I humbly request that the modification/retention offer reflect these terms of the restructured loan as per your information to CFPB, that is without the Balloon Amount of {$380000.00} and the implementation of the extended amortization period of 480 months in determining the Loan Maturity Date ( LMD ) in line with the advise given to CFPB in XXXX, XXXX when same complaint was made, so that I can commence a revised trial period beginning on XX/XX/XXXX, as stated in the program. Thank you for your understanding. XXXX XXXX XXXX Attd : Appendix A : Retention Letter sent to CFPB by SLS in XX/XX/XXXX Appendix B-Page 10 : Current Retention Letter-XXXX XXXX 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: 2021-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was recently transferred to Specialized Loan Servicing. My loan does not have an escrow account, however there is currently an escrow balance of {$3700.00} on the account. I have contacted SLS several times about the refund of this balance but have not received any update on when it will be disbursed to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-04
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XXXX requested deferral under the Cares Act due to loss of income XXXX approved for 3-month deferral beginning XX/XX/XXXX through XX/XX/XXXX XX/XX/2020 XXXX begins the process of requesting an extension XX/XX/XXXX through XX/XX/XXXX follow up multiple times a week to request status of the appeal and provides any and all requested documentation XX/XX/XXXX receive letter denial of extension XX/XX/XXXX began process to appeal denial XX/XX/XXXX lender requests additional documentation XX/XX/XXXX call SLS have conference call with SLS and my attorney due to no update on status on appeal XX/XX/XXXX property is sold XX/XX/XXXX SLS sends satisfaction of mortgage letter XX/XX/XXXX begin purchase of property in Texas XX/XX/XXXX lender contacts me to provide documentation of forbearance as credit bureaus show the account was closed as 120 day late XX/XX/XXXX call SLS requesting letter showing forbearance period XX/XX/XXXX call SLS for status on of my forbearance letter, told SLS decided not to send letter and was just correcting bureau. Told SLS to send letter I requested, was told would be getting response in 48 hours XX/XX/XXXX receive letter stating that they completed a request to take the forbearance of the mortgage ( which was not requested ) and payments to begin XX/XX/XXXX on a mortgage that is paid off and closed XX/XX/XXXX call SLS with mortgage broker to get his assistance to have them correct the account. SLS stated they have 30 days since I called on XX/XX/XXXX to correct the account status with the credit bureaus. When requested documentation be sent to me for proof of what the agent stated on the call. She hung up.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78759
Submitted Via: Web
Date Sent: 2021-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-04
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: My identity has been compromised by somebody that I do not know. Please feel free to give me a call 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: PA
Zip: 19133
Submitted Via: Web
Date Sent: 2021-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A