SPECIALIZED LOAN SERVICING HOLDINGS LLC


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"Products" offered by SPECIALIZED LOAN SERVICING HOLDINGS LLC with at least one, but usually more complaints:

Bank account or service - Other bank product/service
Checking or savings account - Other banking product or service
Consumer Loan - Installment loan
Consumer Loan - Personal line of credit
Credit card - General-purpose credit card or charge card
Credit card or prepaid card - General-purpose credit card or charge card
Credit reporting -
Credit reporting or other personal consumer reports - Credit reporting
Credit reporting, credit repair services, or other personal consumer reports - Credit repair services
Credit reporting, credit repair services, or other personal consumer reports - Credit reporting
Debt collection - I do not know
Debt collection - Mortgage
Debt collection - Mortgage debt
Debt collection - Other (i.e. phone, health club, etc.)
Debt collection - Other debt
Money transfer, virtual currency, or money service - Debt settlement
Money transfer, virtual currency, or money service - Domestic (US) money transfer
Mortgage - Conventional adjustable mortgage (ARM)
Mortgage - Conventional fixed mortgage
Mortgage - Conventional home mortgage
Mortgage - FHA mortgage
Mortgage - Home equity loan or line of credit
Mortgage - Home equity loan or line of credit (HELOC)
Mortgage - Manufactured home loan
Mortgage - Other mortgage
Mortgage - Other type of mortgage
Mortgage - Reverse mortgage
Mortgage - Second mortgage
Mortgage - VA mortgage
Payday loan -
Payday loan, title loan, or personal loan - Installment loan
Payday loan, title loan, or personal loan - Personal line of credit
Payday loan, title loan, or personal loan - Title loan

Select another page to read more about how -real people- receive -real harm- from these banks, credit bureaus, and others.
Complaint ID: 3996080

Date Received: 2020-12-07

Issue: Trouble during payment process

Subissue:

Consumer Complaint: On XX/XX/XXXX I paid my property taxes to the two entities I have each year being a homeowner in XXXX Texas. I've used the same process most of the 20 years I've been a homeowner at my current address. I have not been late with my property taxes nor have I been late with my mortgage payment at any point in time during the 14 years I have been paying my payments through SLS/specialized loan servicing. Each year I call in I give my credit card number I pay a payment for one taxing entity I get a confirmation number and I hang up. I call back give the credit card number payment for the other taxing entity get a confirmation number and hang up I also incur two separate fees for using my credit card two times. Let 's fast forward all the way to the last week in XXXX of XXXX which in Texas was the first week of the covid-19 pandemic shelter in place order given by our governor and when our entire city shut down, most especially the state and county governmental agencies. It was also during this week that I opened a piece of mail that had come with no sender 's name in the window and the only thing of note was on the envelope it said important tax information. On the very same day I received a formal looking letter from XXXX county appraisal district it too said '' important tax information " on the front. The difference was one looked professional the logos all look like the ones had seen year in and year out the envelopes look the same the ankle look the same I knew that I knew that I knew that it was from the XXXX county appraisal district the other one just looked like a XXXX copy of something another advertisement but I opened it anyway a few days later and surprised to see a three-page letter supposedly from my mortgage servicing company SLS who I had had no major dealings with except to update my contact information into setup auto pay for my mortgage payment. Everything that I'd ever come from them had come from XXXX Colorado and every time I call this customer service number it went to XXXX Colorado. Now mind you after 16 years you know the logos and they identifying marks of certain companies you've dealt with for a long time and this did not look like any of those there was no sender 's logo or name in the window of the envelope and the city and state fof there location was not in Colorado but in Texas. Everything about this letter, the more I inspected it looked fake. It looked like a XXXX copy of something someone was trying to make look like came from my mortgageservice company and all this right about the time that scams amped up. I nature I'm not a suspicious person but this thing had red lights flashing everywhere. I went on to read it and it was supposedly from my mortgage servicing provider and said that I was delinquent paying the XXXX county property tax for XXXX and to send proof to a fax number or an email address or send proof in an envelope they provided. What made me further suspicious at this juncture was the fact that the email address looked nothing like anything I've ever seen or communicated through with SLS but was an address with a name beginning with XXXX etc. The same with who I was to return the envelope too. Nothing in the instruments I was to return proof too d-noted the recipient being my actual servicing company SLS. What makes matters worse is the original said " do not call " only send proof but further down it said but if you have to call call this number which of course I did and entered into a voicemail prompt XXXX as they were already shut down and this was during the transitory. When no one had started working from home and all I got was a rotation of voicemails and props that led back to one thing send proof to the email address the fax machine or the address which they were providing. Now I'm flipping out at this point I've never been late with my commitments and responsibilities and here it was the first week of a pandemic shelter in place where no one was answering their phones. What I did was type out a letter after having retrieved the confirmation numbers for the property taxes I had paid XX/XX/XXXX telling whoever it was who would be receiving this email that I was not comfortable sending them copies of my credit card statements or a canceled check due to the fact that I could not confirm that it was not a scam and they were actually my servicing loan company and explaining why. the reasons I explained to you up above. I did give them the dates I paid the taxing entities and the independent confirmation numbers and asked them to please please call me. I never got a response from that email but I did pursue this with everything I had including phone calls on many, many occasions to any and all phone numbers I could find that I could possibly Link in anyway to my servicing company. Spending a day being driven to two tax offices in XXXX when their website said they were open only to find upon arrival they were not. I continued to pay my mortgage payments and continued to receive my statements from the servicing company and none of them reflected anything out of the ordinary. the figures were the same as they have been every month and none of them showed my property taxes were delinquent .That did not change until XXXX or XXXX. And then they really got negligent.To recap : except for one letter I received the last week in XXXX from a company I never heard of, from XXXX until the end of XXXX /XXXX I never heard a word from the property tax office saying I was delinquent and by late/XXXX early XXXX the letter I did receive from my service company was two weeks after the action was taken when they jumped the gun and paid a back tax I had never received word from the taxing office I owed then telling me of their intent to file a real estate lien. Here 's where it becomes XXXX in nature. In the mail the very next day I got a delinquent tax notice from the XXXX county tax office for the tax my servicing company had paid but before either had arrived I had emailed the tax office myself as to the status of my XXXX property tax and gotten a reply. It said we appreciate your patience and we are so sorry to be getting back to you this late but we show that you owe no property taxes for XXXX. Now I'm really confused. I'm looking at three documents two from the XXXX county property tax office and one from my mortgage service ompany and and nothing matches then let 's add in the monthly statements with conflicting financial information within the same institutioni.Now I'm scared. These people could not have cared less that we were in the middle of a pandemic that they were working from home from computers that weren't synced to receive the proper information to access when needed to complete transactions or give appropriate timely information of which I could make an educated informed decision and take the appropriate action all at a time when the mail was running late and where neither of the two institutions they were making my life an emotional and mental health leading to physical problems attempted to reach out to me in any other form or fashion then the the United Statesn postal service and nothing certified. My servicing company had all my contact information up to date including my phone number and definitely my email as I had just recently made sure they had the correct information when obtaining a loan balance. I have paid on this property for 20 years I was proud of that. My credit was perfect. It is not any longer .None of that mattered or was taken into consideration when after 6 months had lapsed and they came at me from every end. At one point a mortgage banker associate trying his best to help, and I, attempted to conference call the first day was received with three consecutive voicemail mazes which at the end produced a voicemail saying that all their employees were bus and to call back later. Onmany occasions you go through voicemail prompts and then the phone would disconnect. We made it through to the tax office once I was to get documentation and call him back and they would put me through to escrow because in between the demand for a property tax payment that had already been paid by the same company asking for proof they had placed me into a forced escrow and the nightmare became XXXX in nature cuz the following month where I'd only authorize them to Auto draft a {$390.00} in change payment ( the same one and same amount I had paid every month for 14 years ) they hit my account and drafted {$740.00} or {$760.00} and some change. The amount of the monthly mortgage payment I had made for 14 years. Everything had changed completely and so once again I pick up the phone and call SLS but by now people are answering. The first two occasions I was sent straight to customer service after lengthy waits each time having to repeat independently the entire sequence of events because none of this is on a synced up computer for viewing from one department to another as it relates to my account and any activity or correspondences.Both times I had a glimmer of hope when a supervisor was being called in and both times that hope was dashed when each call disconnected while I was waiting for the supervisor. During this entire time I have paid my timely monthly mortgage payments but now I'm having the bank send it directly to the mortgage company for the amount of the principal and interest including a memo stating that the XXXX and change I was sending was to be applied towards the principal and interest on my loan number and nothing else. My last call to SLS in late XXXX/XXXX is the worst of all. I called the number I've always called went through the lengthy weight. Voicemail prompts and ended up with someone on the other end who I once more explained the sequence of events to whereby this person said they were going to put me on a brief hold and get their supervisor. When the person got on the phone I assumed they were with the tax or escrow department which is what I had asked for based on my conversation with the man and the tax department prior and of course he wants to record me of which I've said yes to every one of them and I proceed to tell him the sequence of events. I tell him as I've told a few other people I want to pay them the money back that they paid to the taxing authority so that I could be square with them and we could reset my mortgage arrangement to where had been comfortably for me for 16 years but it was no longer about property taxes it was about escrow in the amount I supposedly owed on coinciding dates showing from two different documents from the same company and ranged from an escrow shortage of - {$440.00} to a shortage of {$2500.00}. I press the gentleman and said I wanted to pay what they had paid the property tax office and I would assume responsibility for finding out what happened that started this mess out and do what I had to do to remedy it but what I was saying was at that moment I wanted to pay my servicing company the {$1100.00} they had paid my property tax entity in XXXX that they never notified me they paid until XXXX that somehowturned into a {$2500.00} escrow shortage on XX/XX/XXXX. Where my XXXX statement dated XX/XX/XXXX shows my escrow balance was XXXX. And what I wanted to pay should have also reflected that they had taken out an additional {$350.00} through my auto draft with my regular mortgage payment meaning and amount of around {$800.00} finally I got tired of his condescending bullying attitude and asked what can I pay you today to reset all of this to where I was XXXX fourth of this year with the tax office having been paid and you being paid back and me not having an escrow account. This XXXX had the nerve to tell me that it would take {$1400.00} and until I paid it he couldn't tell me if they would take me out of forced escrow. I hung up the phone I continued to make my monthly mortgage payment. It has come out of my account every month for the last 3 months and gotten to my servicing provider by the due date reflecting in my checking account balance and also because I'm having the bank pay them directly having that documentation so imagine my surprise after a call from executive services of the dispute center of SLS responding to letters my daughter who is a paralegal with a big law firm in XXXX sent to five divisions of SLS explaining everything I've just explained to you apologizing saying their intent was never to cause any more problems during this pandemic and that they have lifted the reverse escrow. Good news but I'm still concerned about the property taxes they paid to the taxing authority, what I owe them for that and how can I pay that so that we reset everything to XX/XX/XXXX as it had been for 16 years. Very nice lady obviously my daughter 's letter had ruffled some feathers but she did say she did not know that amount or how to do it but I needed to call the tax office. I called the tax office the very next day and that was a resounding you don't owe us anything you don't owe us anything a number of times so when yesterday I opened a letter from my mortgage company showing I had not paid my monthly mortgage payments for 3 months and was in default with less than 30 days to respond and already two weeks into that 30 days because the certified letter notice had been taped to the back of my mailbox where I couldn't see it or feel it until I was looking for a gift that came in the mail ( something that was worth rooting around for after all this bad newsi ) imagine my surprise ... I had talked to two or three SLS employees Thursday of last week and was told I didn't know any money and they had removed the forced escrow and not a XXXX word was said about a default. I don't buy into conspiracies that easily but considering my very low low imbalance and an equity of four times that amount in my home I can't just arbitrarily rule out the fact this wasn't purposed for then very outcome they almost obtained and that they weren't just stealing my home. . XXXX months of my life, maybe an important relationship that had just begun, my physical health and mental stability due to lack of sleep worrying about this, day in and day out I. 've lost 12 lb and I only weighed XXXX to begin with and when I needed to be focused on securing a more stable future for myself with the fallout from the pandemic I find everything I've worked for compromised as well as my perfect credit score of XXXX when it dropped 100 points in one day and it can only be as a byproduct of this because I am never late with my obligations and now my servicing company for my mortgage holder is showing I have not paid my mortgage payment in 3 months. I'm not a person falls into conspiracy theories on one read but I've done my research and I don't know if this wasn't all intentional as I have a 4 to 1 ratio where I only owe 25 % on my loan amount and 75 % is equity. Can you please help me quickly I will be on the phone today with the bank but I can't do this much longer seriously I can't. XXXX XXXX

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response

State: TX

Zip: 77079

Submitted Via: Web

Date Sent: 2020-12-07

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3992415

Date Received: 2020-12-05

Issue: Trouble during payment process

Subissue:

Consumer Complaint: There are two parts to this complaint ; Part 1 for a internet problem, that will tie in Part 2 for Home Affordable Modification Program ( HAMP ) Pay for performance. It appears to me that SLS may have violated federal law concerning the following complaints, If not more. ( 1 ) Federal law requires the servicer to investigate your disputes and make any corrections within 60 business days. ( 2 ) In violation of the terms in the mortgage ( 3 ) The new servicer must honor the terms and conditions of your original mortgage agreement, with the exception of those directly related to servicing the loan. Part 1 is regarding my access to my SLS internet account, and as to the complete and utter fiasco of a simple problem, which was due to SLS problems and in no way with any problems or any fault of my own. This has taken my valuable time, undue stress, mental anguish, frustration, and has taken my peace away through this ordeal, in addition to the Corona virus. On many occasions when speaking to SLS reps, I indicated to them that in a good faith effort I was trying to resolve these matters without filing a complaint with the Consumer Financial Protection Bureau but to no avail. Additionally, when I had spoken to a SLS rep. for escalation I asked them to have a supervisor or someone to call me or email me with a follow up, No one called or emailed me at that time. Keep in mind, that the SLS internet problem alone, had taken 20-30 or more phone calls from me, and about 15 Hours of call time. I had internet access to my SLS account and made payments and reviews on my Mortgage account. However, somewhere on or about XX/XX/XXXX when I accessed my account and went thru the login procedure, a screen came up stating that my account was not viewable and showed in large letters Bankruptcy, my access was blocked. I failed to keep a copy of that date But, I am providing a copy of what it looked like in XXXX XXXX See EXHIBIT A. Page 1 After getting locked out of my SLS internet account, when I tried to call SLS my calls were ALLWAYS directed to XXXX XXXX XXXX ( XXXX ) which SLS uses. Each time I had spoken to XXXX XXXX XXXX I had asked them to verify that my account, they stated each and every time I had called it was OK and not in bankruptcy, they said it looks like SLS had failed to check something on or off on their side. I had to go thru the wait time on hold, for them to answer then, going thru their verification process then, asking to be transferred to SLS and go thru the wait time on hold, then verification and a lengthy auto recorded message and holding for a rep to answer. I stated to them what XXXX told me but they did not know what to do about it. By being locked out of my account, I could not use the internet or make a onetime payment, by using my cell phone on several attempts. I put in all the information which was required from my cell, got to the end and it stated that the transaction was not allowed. Therefore, I must call them to make a payment, and here I go again with being routed to XXXX and all of the hold times, as stated above with the call process. Keep in mind that the SLS internet problem alone, had taken 20-30 or more phone calls from me, probably 12 Hours or more on the phone. After getting nowhere with SLS reps. who kept telling me It was showing up with them as bankruptcy, and or my account was escalated and it in review, I made another call and asked to speak to SLS internet Services. I explained what was going on with my account being locked out. The rep tried to help me, but he could not get anything done on his end and that I would have to contact a SLS customer service rep. I asked to speak to his supervisor and he said hold on while I get XXXX. After a brief hold, he came back and told me his supervisor looked at my account and stated his supervisor found the problem, it was in no way my fault it was a SLS problem and that a box needed to be unchecked or checked at this time I do not remember if he stated checked or unchecked. He told me that the problem should be resolved within XXXX hours. I waited for 3 days ; the problem was not corrected, waited another 2 days problem not resolved, waited for a week problem not resolved. After complete frustration and anguish, Very early one morning around XXXX I called SLS again. I told the rep what was going on, he stated that my job is to get this corrected ; I will take time to completely review your account, which he did. Page2 He informed me that he had found SLS errors in my account and took his time to correct them all, some things were not where they should be and others were missing where they should be. Said I was good to go now. I waited for 3 days and logged into SLS, went thru my verification to gain access to my information, but still got account not viewable Bankruptcy. Shortly after that, I received a document from SLS Dated 7XX/XX/XXXX which in part stated : According to our records, the above-referenced account is delinquent. SLS is encouraging you to contact us to discuss possible loss mitigation options. See EXHIBIT B I had NEVER BEEN LATE. ON XX/XX/XXXX XXXX I called SLS back and was told to disregard the letter. Which I did. I called SLS again, and went thru the process with XXXX, then SLS and finally reached a SLS rep. I was told again, that my account was still under review. During that call I asked for a supervisor, and was placed on hold. The rep came back on to tell me that supervisor was unavailable and I asked to have the supervisor to call me or email me, and if I did not answer to leave ne a message. Again, no call, no message or email. After several more calls to SLS again, when I tried to call SLS my calls were ALLWAYS directed to XXXX XXXX XXXX ( XXXX ), I had to go thru the wait time on hold, for them to answer then, going thru their verification process then, asking to be transferred to SLS and go thru the wait time on hold, then verification and a lengthy auto recorded message and holding for a rep to answer. Again each time, I stated to them what XXXX said, it looks like SLS had failed to check something on or off on their side, but the reps told me my account was under review and that was all that they knew. I called the Homeowners HOPE Hotline which assists with access to free HUD certified counseling services. They gave me a number for a HUD counseling firm. However, I told them I just had one simple question to ask I was told I would have to give them all of my personal information including my SS Number etc, before they could help me. It was almost like they wanted me to refinance a home or something, I hung up. Page 3 I recalled HOPE and asked to have my request escalated ; they gave me a number for an escalation firm named XXXX XXXX which has HUD-Certified Housing Counselors. On or about XX/XX/XXXX I contacted XXXX XXXX and spoke to XXXX, a female counselor, which was very good with her help and knowledge and I explained my SLS internet problem and all of the trouble and phone calls that I made to SLS which, they could not get corrected. She suggested a three way call to SLS. On or about XX/XX/XXXX We contacted SLS and of course again, got directed to XXXX XXXX XXXX ( XXXX ) WE had to go thru the wait time on hold, for them to answer then, going thru their verification process then, asking to be transferred to SLS and go thru the wait time on hold, then verification and a lengthy auto recorded message. Finally, after I agreed with them to let XXXX to be able join the conversation. We explained to the SLS rep about the problem. She reviewed my account and told me it was OK, and that I would have to talk to an SLS customer service rep. I interrupted and stated that : XXXX said, it looks like SLS had failed to check something on or off on their side. After a short time, she came back and told us, yes, I found our problem and I corrected it. So, almost at the onset of the internet problem XXXX said, it looks like SLS had failed to check something on or off on their side, which was true, so all of the calls and aggregation etc, which this entailed should have been a simple fix, which it was. Shortly after this episode I got my SLS internet account back to use. However, my phone calls still got redirected to XXXX after the fact. START PART 2 Home Affordable Modification Program ( HAMP ) Pay for performance. While we were still on the 3 way call on or about XX/XX/XXXX I asked the SLS rep about my HAMP Pay for performance. Specifically asking her to look at my account and see if she could find any credits or principal reductions due to my pay for performance. XXXX borrowers incentive ) It should show up to $ XXXX year for the first 5 years and a {$5000.00} Onetime payment at the end of year six. After a while, she came back on the phone and stated that she did not find anything. Then she stated that the HAMP Modification had ended, so that would not apply any longer. I then knew I was talking to the wrong person due to the lack of her knowledge. I explained the HAMP Program, and asked her to pull up my file and see the letters that SLS had sent me. She went on about the amounts I had informed her about etc. she got confused. Page 4 Finally, she said that she could not do anything else and this would have to be escalated and HUD contacted. I asked her to make a note and have a supervisor or someone to call me, or email me and, if I did not answer to leave me a voice mail, since, I screen my incoming calls. I Explained to her, that this was another good faith effort on my part to resolve this problem and, that I would be expecting a call or email or, I would be forced to file a complaint with the Consumer Financial Protection Bureau and or the Office of Thrift Supervision and or the Special Inspector General Troubled Asset Relief Program. I waited for several days and, NO Call, Email or Messages. On or about XX/XX/XXXX In a attempt to get an update as to the status of my so called escalation, I contacted SLS about 1 time a week and had to go thru the lengthy process of verification with XXXX and SLS. l was told that there were no new updates that it was in a pending status. ON or about XX/XX/XXXX Since, I was getting nowhere ; I started reaching out to other departments at SLS rather than customer service. I called SLS and asked for Loss Mitigation Dept. I explained to the rep what was going on and she told me she would go thru my account etc. and send it up to higher management, and I would get a call from a supervisor. Again, I Explained to her, that this was another good faith effort on my part to resolve this problem and, that I would be expecting a call or email or, I would be forced to file a complaint with the Consumer Financial Protection Bureau and or the Office of Thrift Supervision and or the Special Inspector General Troubled Asset Relief Program. NO Call back Email or Message. On or about XX/XX/XXXX I called back the Loss Mitigation Dept. The rep looked and could not find anything regarding me or my problem. I then asked for a supervisor and after some time on hold I was told that the supervisor was too busy. On or about XX/XX/XXXX I called back the Loss Mitigation Dept. and spoke to teller ID # XXXX very knowable and understood about HAMP. This rep told me the rep to which I spoke to on the XXXX DID escalate and sent an email to her supervisor, and that she or her supervisor would call me. NO one called or left a message or emailed me. On or about XX/XX/XXXX I called back the Loss Mitigation Dept. and spoke to a rep she did not know much about HAMP, but, said she would escalate, and someone would call me. NO CALL, message, or email. Page 5 I asked her to make a note and that this is another good faith effort on my part to resolve this issue I am having with my HAMP pay for performance incentive. On or about XX/XX/XXXX XXXX XXXX EST Called SLS again as always, Calls rerouted got directed to XXXX XXXX XXXX ( NBS ) WE had to go thru the wait time on hold, for them to answer then, going thru their verification process then, asking to be transferred to SLS and go thru the wait time on hold, then verification and a lengthy auto recorded message. Finally, the rep was doing some checking for me, after 1 Hour and 27 minutes call was disconnected. I recalled call it went to XXXX message stated : CLOSED, and call was disconnected, not by me. I could not find business hours of service anywhere. I could not just go and call SLS due to my calls getting redirected. On or about XX/XX/XXXX XXXX XXXX EST Called SLS again as always, Calls rerouted got directed to XXXX XXXX XXXX ( XXXX ) etc. call disconnected. Not by me. On or about XX/XX/XXXX XXXX XXXX EST I called back Called SLS again as always, etc. and asked for the Loss Mitigation Dept. was put on hold for a while, then their phone system switched to an automated system and stated : Press 1 for an agent to call you back or press 2 to schedule a call back then it disconnected all by its self. ADDITIONAL INFORMATATION : ( 1 ) On one of the many phone calls I made, I had asked a rep for the phone number for SLS Customer Complaint Phone Number. Her response was : You can not reach them by phone. The complaint has to go thru SLSs escalation system personnel. ( 2 ) Sometime on or about XXXX I received an email from SLS asking me about my recent experience satisfaction survey in the form of a rating and comment program. I filled it out. Page 6 ( 3 ) I received a phone call from SLS customer complaint person. I gave him details, short form version, and told him that the principal balance along with the interest that was charged had to be recalculated, since I was paying it in full each month without the incentives being applied, additionally shorting the length of years on the loan. ; He told me all I had to do was to write SLS a letter and state on it Notice in error an mail it to : SLS XXXX XXXX XXXX XXXX XXXX XXXX. I decline, to do so. I had given SLS, many opportunities, in a good faith effort to resolve the foregoing matters. I am a man of my word when I had stated that unless I had received satisfaction I would file a formal complaint with the Consumer Financial Protection Bureau, which I have done. I could not imagine getting myself alone into the SLS process of making corrections and suffer the same or worse scenario that I went thru with the above PART 1 and PART 2. PAGE 7

Company Response:

State: NC

Zip: 28451

Submitted Via: Web

Date Sent: 2020-12-17

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3992372

Date Received: 2020-12-05

Issue: Trouble during payment process

Subissue:

Consumer Complaint: Loan servicer states they paid my property taxes on XX/XX/2020 in the amount of {$4700.00}. However, the XXXX XXXX County Tax Assessment office still shows them as unpaid although the funds were withdrawn from my Escrow account. Since this time the property was sold and Escrow withheld another {$4700.00} for the unpaid taxes.

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response

State: CA

Zip: 905XX

Submitted Via: Web

Date Sent: 2020-12-05

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3980263

Date Received: 2020-11-30

Issue: Trouble during payment process

Subissue:

Consumer Complaint: I originally took out my mortgage with XXXX XXXX XXXX XXXX XXXX XXXX on XX/XX/XXXX. I received notice that my loan with XXXX had been transferred Specialized Loan Servicing ( SLS ) as of XX/XX/XXXX. I contacted SLS in early XXXX and was told that the loan transfer takes 30-60 days. In XX/XX/XXXX, I made my payment to SLS. Beginning in XX/XX/XXXX, XXXX XX/XX/XXXX, we made payments to XXXX XXXX XXXX ( XXXX ) time without fail or delinquency, on behalf of SLS. In early XX/XX/XXXX, I received a notice from SLS dated XX/XX/XXXX that my account number was reassigned ; Id already made my XX/XX/XXXX payment which was accepted and withdrawn from my account. When I called SLS in XXXX I was told that as of XX/XX/XXXX my payments should be made to SLS, and not XXXX anymore. Again, I had already made my XXXX payment and it was accepted so I made my payment to SLS for the month of XXXX. Then I received notice of default and intent to foreclose dated XX/XX/XXXX for failure to pay my XXXX payment. I received the same notice again in XXXX and XXXX for failure to pay in XXXX and XXXX, respectively. Even now, my online account still reflects one missing payment. I made the XXXX payment to XXXX, employed by SLS to collect payment, and have proof of payment in the form of e-mails, confirmation numbers, and bank statements.

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response

State: FL

Zip: 337XX

Submitted Via: Web

Date Sent: 2020-11-30

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3979173

Date Received: 2020-11-28

Issue: Trouble during payment process

Subissue:

Consumer Complaint: Just received a Notice of Default and Intent to Foreclose demanding a lump sum of money. The mortgage was transferred to them XX/XX/XXXX and they showed me 30 days late every month since and will not correct the credit report so we can't sell or refinance. I have lost several offers on the house and just found out we can refinance for 2.99 % and lower our payments but for this despicable company that is trying to steal our home and/or XXXX us with all the harassment. We receive letters and threats every few days and always on Friday to wreck your weekend and always on holidays. My husband is a XXXX year old veteran with several medical conditions including XXXX ; and this company gave me an XXXX and is interfering with me making a living and my jobs. I almost XXXX XXXX every time I see a letter from them and/or do XXXX XXXX which is very painful for me since I have had XXXX XXXX. I can't believe you can't put them out of business and demand payment in full of our mortgages. I just mailed the XXXX payment on XX/XX/XXXX usps priority and they did not post it til XX/XX/XXXX so they could charge a late fee. How are you allowing them to remain in business. It also appears that this was triggered by your onboarding software, which I dispute as being legitimate and legal, and am requesting any and all information and details regarding the programming and software and what company or companies created it, are involved with it in any way, and whether they are a foreign company and have any affiliations with a foreign government. Specific details, names, addresses, dates, etc. I am attaching several exhibits.

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: 2020-11-28

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3978025

Date Received: 2020-11-27

Issue: Written notification about debt

Subissue: Didn't receive enough information to verify debt

Consumer Complaint: Please be advised that I, XXXX XXXX have always believed that maintaining an excellent credit history is essential to survive in any economic environment. However, there are times when an individual may face certain health issues that effects ones ability to pay their bills on time, or if a hospital stat limits the ability to stay on top of their affairs. I personally over the past three years have faced several medical issues that caused me to be late on a few payments, be that credit cards or vehicle payments. There were times when I believe I was within the 30-day grace period. I have been perfect on my payment history for well over a year now. Accordingly, I am requesting a professional courtesy to delete the sole or few late payments on my account with your financial institution. You may do a light audit on payments which might prove that I was paying within the 30-day grace period, but I will defer to your professionalism on this matter. It truly has been a pleasure being a creditor with your organization, and I am thankful that you have placed your trust in my ability to pay my bills in a timely manner. XXXX XXXX

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response

State: NJ

Zip: 070XX

Submitted Via: Web

Date Sent: 2020-11-27

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3977241

Date Received: 2020-11-27

Issue: Problem when making payments

Subissue: Problem during payment process

Consumer Complaint: On XX/XX/2018 my bill did not go through when it was on auto-bill. I reached out to the company and they said that they saw the payment try to come out of the bank but it was rejected. They never notified me of the rejection and gave me this late payment. I now can not get a mortgage because of this mark on my credit and the company will not help me with this unfair situation.

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response

State: NY

Zip: 11230

Submitted Via: Web

Date Sent: 2020-12-10

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3976305

Date Received: 2020-11-26

Issue: Problem with a credit reporting company's investigation into an existing problem

Subissue: Was not notified of investigation status or results

Consumer Complaint: Please remove the late payment from my credit reports. I have always paid on time and due to Covid, I only had one 30 day late payment in XX/XX/2020 to occur on my credit report for this account. I am trying to get an auto loan and it is creating a major hardship for me The late payment was told to me by your company that it would be deleted but it wasn't. I would really appreciate it, if it's done soon as possible. Thanks.

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response

State: SC

Zip: 29016

Submitted Via: Web

Date Sent: 2020-11-26

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3974881

Date Received: 2020-11-25

Issue: Trouble during payment process

Subissue:

Consumer Complaint: Re : Specialized Loan Servicing ( SLS ) XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX SLS has lost, or deliberately refused to post a payment sent on XX/XX/2020. Without this payment posted, this account will push to 3 months late ( even with COVID-19 forbearance ) AND they threatened to push this account to foreclosure. Numerous messages, documentation, proof of payments and they refused to work with me. I asked to resolve this matter first before I send another payment to ensure that my payment would not be lost again, but they refused to acknowledge and want to proceed to foreclosure. Please help!

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response

State: CA

Zip: 940XX

Submitted Via: Web

Date Sent: 2020-12-09

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3971097

Date Received: 2020-11-23

Issue: Trouble during payment process

Subissue:

Consumer Complaint: I paid off my loan in full with Specialized Loan Servicing on XX/XX/2020 from an insurance check. My house burnt down in the LNU fire in XX/XX/2020 the insurance company sent the entire insurance policy to the lender to pay off the loan. The lender was to return the remaining amount over the loan pay off the lender has not returned the money the amount due is {$860000.00}. They keep saying they send and provide the check number but it has been 62 days and no check has arrived.

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response

State: CA

Zip: 94510

Submitted Via: Web

Date Sent: 2020-11-23

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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