Date Received: 2020-10-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX I found out that my HELOC account with XXXX XXXX XXXX ( XXXX ) had been closed after the monthly payment I had submitted was reversed back to my XXXX checking account. I went into the Bank and all they said was it was closed and no one could find any information as to why. After multiple inquiries about my outstanding balance, I was told someone would call - this never happened. At the beginning of XX/XX/XXXX, my ex-husband in XXXX sent me a message that mail in my names had come to his home. We have been divorced since XX/XX/XXXX and he moved from XXXX to XXXX in XXXX I have never lived in XXXX and therefore, I assumed that it was junk mail. He forwarded the mail to me and that is when I realized that the mail were in names I had not used since XXXX and the documents were accusing me of being delinquent on a bill of XXXX held by Specialty Loan Service. It seemed like it was some kind of Phishing mail because none of the names used on all the mail were my current legal names- it was a mix of all names I have used in the past including my ex-husbands. Because the amount cited was similar to that I had owed on my HELOC, I decided to pull a copy of my credit report and that is when I realized that I had a big problem on my hands. In XXXX I filed for Bankruptcy- my car note and HELOC loan ( both with XXXX ) were not part of the discharged accounts. I continued to pay on both these accounts till XX/XX/XXXX - when the HELOC Acct disappeared, and no one at XXXX could tell me what happened. I continued to pay the car note, at XXXX, which was scheduled to be paid off in XX/XX/XXXX. At the beginning of XX/XX/XXXX, my Car note account disappeared from my mobile accounts profile with XXXX. My first instinct was to think that I had paid it off and thus XXXX had removed it. Given what we had been going through, my husband encouraged me to call XXXX and confirm that this was the case. To my dismay a representative told me that I still owed $ XXXX. Her reason as to why the account had dropped off my mobile bank profile was that XXXX had instituted a new policy regarding accounts whose customers had filed Bankruptcy they could no longer submit payments via their mobile accounts! Apparently a new procedure -that had gone into effect 2 weeks prior! My bankruptcy was in XXXX, I had been submitting payments this way the whole time and would have had no reason to think I needed to do it differently. A change in policy/procedure was fine but why not notify the customer formerly? I never received any notification in this regard This is EXACTLY the way it went with the HELOC account in XXXX. Now, here I was at the end of my loan and was almost put in a position to incur fees/interest because the company changed a policy and procedure and me, as the customer did not deserve to be notified. This situation further confirmed my suspicion that XXXX, inspite of their insistence that they had sent me a notification, did not do their due diligence- I was not appropriately notified when they transferred my account to SLS LLC . A review of my credit report indicated that I had been delinquent on the HELOC loan since XX/XX/XXXX which was not true! I had been up-to-date with my payments on this account and the last payment I submitted to XXXX, when I was able to, was XX/XX/XXXX in the amount of {$250.00}. The paperwork from SLSs law firm indicated that I had been delinquent since XX/XX/XXXX. I never received any documentation or instructions from XXXX or any other company instructing me on changes in submission of my payments which I had the ability to pay. The documents that were forwarded to me from XXXX were the first information that I received regarding the HELOC account since reversal of the XXXX payment I had submitted to XXXX last year. On XX/XX/XXXX - I went into my local XXXX branch and again inquired about the HELOC account and once again all I got was that the account was closed and no information was available. I presented the documents I had received and the representative gave me a number for The Reconcilement group ; XXXX XXXX XXXX, XXXX NC. Phone- XXXX ''. I called this number a couple of times and left messages- no one ever returned my call. I resorted to using the XXXX app via XXXX and sent a message to XXXX XXXX XXXX with my concern. Someone responded and I then received a call on XX/XX/XXXX and for the first time I got collaborating info that the HELOC Acct and these documents were connected. The representative told me that I needed to contact Specialized Loan Services, gave me a number and said that they had no more information for me since the Acct was not with XXXX. I raised the issue regarding the discrepancy in the information on my credit report and had to plead that she take a look at my account to confirm that I had been making payments till XX/XX/XXXX. I requested that this issue be escalated- she said someone would call but no one did until I was able to find an email of an executive member at XXXX! I expressed my disappointment that XXXX had not notified me of the transfer and the fact that no one at the Bank prior to this could access this information was proof that there had been a misstep in this process. I felt that my information was transferred in a manner that compromised my security. XXXX has my correct names and address, I have been at this address since XXXX -I don't understand why this situation happened. After multiple calls with a member of the XXXX escalation team, they maintained that they had transferred my account to SLS with my current Legal names and current address. XXXX agreed to make a correction to my credit report but would not assist me in finding someone at SLS that I could talk to. I placed my first call to SLS on XX/XX/XXXX and offered the account number on the documents, and provided my social and names but my legal names did not match the names on the account. I proceeded to explain that those were my names prior to divorce etc. I was told that since those were not my legal names I needed to get an authorization from my ex-husband to discuss the account since the names did not match and they were not willing to have further discussions on the issue. The documents had indicated that I was expected to pay {$2000.00} in late fees/interest by XX/XX/XXXX and the next installment by XX/XX/XXXX. The principal balance in XX/XX/XXXX was about {$16000.00}. No one at SLS would talk to me about the issue because of the names. I was given a P.O Box to forward my concerns. On XX/XX/XXXX I sent 2 certified letters-one to the company lawyer ; XXXX XXXX and the company in Colorado. A week later I received a confirmation from the lawyer who indicated that he had forwarded my concerns to the company. I waited until about XX/XX/XXXX and decided to put together a packet of documents to prove my identity and sent it blindly to another P. O. Box address I obtained after calling the company back- pleading for a name or phone number which no one was willing to give me because I was not who I was supposed to be. I sent the certified letter and just waited. On XX/XX/XXXX at my wits end, I decided to file a complaint with the XXXX XXXX XXXX. A week later they had not received a response from SLS and inquired if I had. On XX/XX/XXXX, I received the very first direct communication from SLS in my names but the contents were even more disturbing. The bill was demanding I pay {$4900.00} in fees/interest by XX/XX/XXXX! An additional {$2800.00} had been added to the {$2000.00} fees they had demanded in XXXX! I was incensed to say the least! The next day XX/XX/XXXX, the long awaited response was received via the XXXX XXXX XXXX. SLS was now pointing fingers at XXXX who they claim had given them the names and address they used. It is however not possible since those were not the names I used when I obtained the loan at XXXX. SLS offered to remove a portion of the fees but what came as a shock to me and what has triggered my anxiety and decision to reach out to CFPB with this complaint is the statement the SLS made Please be advised, SLS has determined that delinquency and foreclosure related fees assessed to your account in the amount of {$2300.00} will be removed. We are currently working to update your account regarding the removal of these fees. Foreclosure action has been terminated as of XX/XX/XXXX. SLS was foreclosing on my property and I did not even know it! I am angry, I feel vulnerable How can a company have plans for such an action without notifying the consumer? For 2 months I have done everything I can to try and resolve this issue but am wondering if this was all part of the plan. Delay and provide obstacles to communications while accumulating fees and get the consumer to walk away after they have mounted prohibitive fees. The process of verifying my identity could have taken under 24 hours if they were really in the business of serving their consumers. I feel lucky that I may have avoided a catastrophe but I am not nave to believe that am the only one who befell this ill-luck! I am yet to resolve my situation and I am concerned that there are other people who have lost much, much more. For the last couple of months, I have randomly received solicitations by mail and text, offering to buy my home I am now convinced that SLS has put something out there that has precipitated these inquiries. I am concerned that I am not out of the woods yet and I hope someone can look into this issue and save myself and others from this unscrupulous company! I would like support in ensuring that SLS removes the fraudulent late fees from my account and that my credit report is not negatively impacted by SLS fraudulent actions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21117
Submitted Via: Web
Date Sent: 2020-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-31
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: You never reported my account to the credit bureaus? Why? Also it is showing on my account that I was late 60 to 90+ days which is not supposed to be the case. On XX/XX/2020 you did approved my account for a forbearance from XX/XX/2020 to XX/XX/2020, then in XXXX you agreed to a deferral of half of my balance to the back of the loan. So per our agreement, you were never supposed to report my account late or mark it as late. I'm asking you to report my account correctly to the credit bureaus as well as in your system. Otherwise I will file a complaint with the consumer finance bureau regarding reporting me late when according to our forbearance agreement, I followed all the rules to avoid being reported as late. I need an answer asap. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 800XX
Submitted Via: Web
Date Sent: 2020-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage payment went up due to a tax increase. At the same time I received an escrow overage check. Way at the bottom away from the check I noticed later the next first of the month date with the new higher mortgage payment. Nowhere on top of check letter nor any previous correspondence was I informed through letter or email that my payment was going up. The only way I found out was a letter showing a late fee later. I pay my mortgage on the 20th of every month, 10 days early. Never late nor have I ever missed a payment. To me this is a scam. They sent out an overage check, because any overage in escrow over {$50.00} they do this. They are hoping you miss the new payment in small print at the bottom. My payment every month is made automatically, without any notice why would I change the amount. Now they want an extra {$140.00} plus the higher amount of mortgage payment. Not only that, they took some of my next months payment to fix the shortage and late fees not telling me they did so only to mess up the next month without telling me that month would be short hoping again to add late fees. This is a total scam to gain late fees and is not fair. I have contacted them and have gotten nowhere.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60605
Submitted Via: Web
Date Sent: 2020-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-30
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have tried on several occasions to get my mortgage company to report my payment to credit bureaus they have not reported payments since XX/XX/2020. They are not reporting on purpose because I am trying to refinance
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 630XX
Submitted Via: Web
Date Sent: 2020-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The servicing was transferred from XXXX XXXX to specialized loan servicing XX/XX/2019, their billing was false I informed them but they refused to correct or address the issues : they made adjustments to the account when I asked why they would not tell me, they kept the adjustments concealed for 9 months
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Since XX/XX/2020 I been trying to negotiate a settlement or a repayment plan with Specialized Loan Servicing, I have been offered a trial payment plan split it in two interest rates and two monthly amounts that all together add to a monthly interest of 13.1 % and a monthly payment of 1,200 approximately, this offer is only accepted by the investor if I pay an upfront amount of {$52.00}, 000, this amount is not affordable and my family can not afford the interest rate and monthly amount, I fall behind on payments due to a diagnosis of XXXX, and now a new diagnosis of XXXX, I was not able to afford payments also due to a divorce and lost of employment due to the XXXX. Currently I'm at high risk for COViD-19 and I'm not able to work. My children are currently working and we are trying to save our only home from this unscrupulous investor ; but we have not been successful, the investor wants to sell our home no matter the circumstances, the investor is not considering the fact that I have my elderly widow parent with me and that I'm his only support and my children only home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94066
Submitted Via: Web
Date Sent: 2020-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-29
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I started with SLS on XX/XX/XXXX when they took over loan from XXXX XXXX XXXX. I could not set up website or call to make a payment when I called on XX/XX/XXXX as they did not have me in their system yet. They said I had 60 days to make XXXX 's payment as this is common. XXXX payment was made XX/XX/XXXX and is agreed upon with SLS. SLS is reporting ( see attached ) that my XXXX payment was late as you can see the have XXXX XXXX for last year which include XXXX, XXXX and XXXX. Reporting XXXX is a clear RESPA violation when it comes to the transfer of loans between banks. I reported SLS in a different complaint with CFPB and they stated I was behind until XX/XX/XXXX and have been up to date since then. See complaint XXXX. XXXX, XXXX and XXXX is 3 months. They are reporting me late for 6 months in XXXX. According to SLS and their response to my complaint, they are saying that I was late, are are not following RESPA guidelines in reporting me late for XX/XX/XXXX and also have not fixed the error for XXXX, XXXX and XXXX. There should be no dispute as the SLS response to my complaint XXXX and what the are reporting in late payment history do not match.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20723
Submitted Via: Web
Date Sent: 2020-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: SLS Mortgage has been adding nondescript fees/assessments to my mortgage for no less than a year a year is the lower bound discovered so far. 1 ) I am one month behind on my mortgage XXXX XXXX is owed XXXX but SLS refused to accept the payment and insisted that two payments be made this month. 2 ) Approximately two months ago {$1000.00} was assessed/fees showed up on my mortgage bill without explanation -- - but I paid {$500.00} with the intent of paying the remainder the following month. When I realized I didnt know what I was paying for and the information online was useless I contacted SLS ; the matter remains unresolved. Two weeks ago, {$500.00} in these nondescript fees were outstanding. Between XX/XX/XXXX and XX/XX/XXXX another {$500.00} in nondescript fees/assessment has been added so the nondescript fees are up to {$1000.00} again. SLS is trying to foreclose it cant be accomplished when I pay the mortgage so SLS is creating s fees/assessment sans explanation. I doubt SLS will allow me to respond with information to demonstrate line by line how baseless these nondescript fees/assessments truly are. If they are legitimate, I will pay but I am 99 % certain these assessments/fees are illegitimate and have no basis in truth or fact. Although I am ONE month behind as XX/XX/XXXX and attempted to pay the mortgage it was refused : my payment for XXXX payment will not be accept this month. I will be 2 months behind and then with 5 days, 3 months behind. SLS refused my XXXX payment on XX/XX/XXXX. An unending and inexplicable cascade of assessments and/or fees are being placed on both my mortgages. The larger mortgage has the most significant fees. I have not failed to make a payment as scheduled or cancel and reschedule when necessary, in ADVANCE. This month the mortgage company doesnt accept my XXXX payment but within the last 8-12 weeks more than {$1500.00} in fines/assessment have been added to my account and these fees/assessments are wholly unknown and unexplained I do not believe I owe any of this as I pay late fees with the payment. XX/XX/XXXX I was advised that late fees arent been charged to customers at this time -- - that is not reflected in my account. The customer service representatives ( CSRs ) give no help as they seem as uninformed about SLS business and reasons for various actions such as fees/assessments. The mortgage company is refusing my payment for XXXX as of XX/XX/XXXX. This is important because there is a standing grace period until the XXXX of each month. However, on XX/XX/XXXX the supervisor, as I was told ( by employee # XXXX, XXXX XXXX, had to modify the payment I scheduled online. The supervisor ( employee # XXXX, XXXX XXXX refused to give her employee number more than 4 times, and then refused to cancel the scheduled payment UNLESS I agreed to pay both the past month and current month. Meaning, I had to agree to either pay nearly {$4500.00} or {$3900.00} XXXX XXXX and XXXX XXXX within the next two weeks by XX/XX/XXXX. As of XX/XX/XXXX I do not anticipate the funds and phoned SLS to request cancellation of payment for {$3900.00}. I called to request cancellation on XX/XX/XXXX at XXXX XXXX and promised to pay regular mortgage for XXXX of {$1900.00} the following day -- payday. But I communicated my intent to firm confirm or disprove the increasing nondescript fees/assessment before those payments would be made. XXXX ( employee # XXXX XXXX indicated she was unable to get the payment changed from pending to cancelled the call was an hour. I phoned at XXXX to check status change as XXXX indicated the system was not updated and did not show cancellation of the schedule payment for {$3900.00}. So, when I phoned at XXXX I spoke with XXXX XXXX employee # XXXX XXXX and she advised me that she could not get the transaction cancelled. Nowhere on SLS online payment section does it indicate, mortgage payments scheduled online could NOT be modified or cancelled online after submission. The end user must call and effectively plead with supervisors to modify any errors or needed changes that end users have made online. I've been paying nondescript and truly unknown fees/assessment until I realized this was a pattern and I that I didnt have answers for the extra costs which are significant I dont know what I am being asked to pay for. I do not have extra income from 2nd job so it is untenable to pay anything out of the standard mortgage payments. And each time I addressed the nondescript fees/assessment, customers service agents offered various explanations/information, I requested the information in writing and was told " research '' would look into it. After several weeks, on XX/XX/XXXX I was finally told I would have to submit a request for the explanation in writing and submit it to a PO Box -- no physical address could be or was available, only a PO Box . Verification of receipt is dubious. I have communicated need for explanation before paying these nondescript fees/assessments but that isnt the way SLS does business and has communicated XXXX XXXX, employee # XXXX ) SLS intent to begin foreclosure proceedings XX/XX/XXXX. Because my payment is being refused and nondescript and expensive fees/assessment are escalating there can only be one outcome anticipated by SLS -- - foreclosure. While I can bring the account current within 3-4 months and should have resolution concerning the fees and assessments SLS is conducting business so as to ensure foreclosure. I will have to make three payments next month to forestall foreclosure proceedings AND SLS will insist that the fees/assessments also be paid. Why is the mortgage company coming on my property and documenting false information, checking my doors and windows and documenting gas off when that isnt and wasnt true? Is that legal? The document was downloaded from my account. SLS wants to foreclose on my home using any means available to them. This is reminiscent of XXXX XXXX in XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78653
Submitted Via: Web
Date Sent: 2020-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My husband died in XX/XX/XXXX, complications due to XXXX, while vacationing in Vermont. After his death I discovered, my husband took a home equity against our home. He is the only signer on the account HOWEVER I am on the original mortgage AND I am on the deed. Since the pandemic I was granted two cycles of forbearance, now expired. I am trying to speak with ANYONE in SLS and they will not speak with me OR my attorney and give us the payoff for the closing. They are insisting on probate and a court-appointed representative. According to the Massachusetts licensed estate, bankruptcy, and real estate attorneys I have consulted, this is NOT necessary as we had a will. SLS is unwilling to allow us access to this debt, by speaking with me and providing a payoff and therefore have begun foreclosure proceedings. The last conversation my real estate attorney had with SLS was on XX/XX/XXXX. I have a purchase and sale agreement from XX/XX/XXXX, and a projected house closing in early XX/XX/XXXX. I have been attempting to speak with SLS and obtain information since XX/XX/XXXX. I am trying to dissolve this debt. I called today XX/XX/XXXX requesting the payoff amount but was refused this information. I have the money but I am unable to obtain an exact amount as my deceased husband was the only authorized party. According to Massachusetts law, I am the authorized party as I am the surviving spouse ( with a will ). I am being held captive by this loan company and its unethical policies and their practices may impede the closing on my home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 014XX
Submitted Via: Web
Date Sent: 2020-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-28
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: SLS incorrectly reported our information to the credit bureaus as being 31-59 days late. They successfully correctly my information, but did not correct my wife 's information. XXXX is still showing 31-59 days late on her report. XXXX and XXXX have been corrected.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94577
Submitted Via: Web
Date Sent: 2020-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A