Date Received: 2020-10-28
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Beginning with my Specialized Loan Servicing ( SLS ) statement dated XX/XX/XXXX, the payment amount due apparently increased while I continued to pay the previous amounts that I had been paying through an automated payment system. This new " amount due '' increase seemingly caused a shortage in my monthly payment amount. In XX/XX/XXXX, SLS began retaining a " suspense '' account as I continued to pay my regular monthly payments. Each month there were fees and late charges added and a continued 30 day late notice was also added to my credit report. These suspense holdings continued for the next several months ( from XX/XX/XXXX thru XX/XX/XXXX ). Each of the concurrent months also added an additional 30day late notice to my credit report. Once such suspense holdings was recognized, I promptly made the necessary payments to bring the suspense holdings into current payment status and have not had an issue since and remain in good standing. Attached please find documents that support the above statement. The statement file labeled and dated XXXX shows {$0.00} in the " suspense '' category ( located in the first box on the right beneath the property address ). Beginning with attached file and statement dated ( XX/XX/XXXX ), you begin to see the suspense holding numerically populated. In this XX/XX/XXXX statement, suspense holds ( {$1500.00} ). This continues in each consecutive month thereafter with varying amounts being retained and reported until we reach the XX/XX/XXXX statement that shows a XXXX. At some point between the XX/XX/XXXX and the XX/XX/XXXX statement, the problem was recognized and immediately rectified bringing the " suspense '' to {$0.00}. Had my payments been " rejected '' and not accepted and held in " suspense '' without my knowledge, I would have recognized that the payments had not been processed and made the necessary corrections immediately. These tactics are undoubtedly attempts to charge extra service fees, while simultaneously damaging a consumer 's credit reputation. I am requesting that Specialized Loan Services remove the 30 day late notices from all credit reporting bureaus dated from XX/XX/XXXX thru XXXX of XXXX for the reasons explained above. Thank you in advance for your assistance with this matter. XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30033
Submitted Via: Web
Date Sent: 2020-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I requested a loan modification since I was furloughed from my employer of 17 years, in XXXX XXXXI remained furloughed up until XX/XX/2020. I was recalled to on-call status and have worked 1 day a week since. I anticipate this to become a hardship to pay my mortgage. Fortunately I had a small saving to save me. That savings is dwindling and I have been trying to be proactive by addressing the matter with my mortgage company. since I have not been late yet or defaulted the mortgage, and supposedly home has a hight LTV, they denied my modification. My major problem I have with the company is the BPO they charged me {$85.00} to do. After reviewing my copy of the BPO it was apparent it was completed totally wrong. In addition to SLS determining I do not have a qualified hardship, they also concluded I have too high of an LTV to qualify as their list of reasons I was denied. Their BPO they charged me {$85.00} for is wrong by over {$40000.00}. No exaggeration, they used completely inaccurate data. The comparable homes they used to valuate my 1-Story home, they used 2 STORY homes which are significantly different when it comes to valuating. I feel that its almost a scam to welcome customers and especially desperate customers nowadays due to COVID, willing to spend the {$85.00} to try and see if they can get assistance with their mortgage. Little does anybody know they are deliberately undervaluing homes. I want them held accountable. I want them to re-evaluate the property thoroughly. It's not about the {$85.00}, its the principle. Or Even if its just a BPO there are plenty of model matches to my home IN my community they could have obtained their data. Had they done their BPO correctly they would have found my LTV to be at least 75 %. They would not be able to use excuse I had too high of a LTV. I have escalated this complaint about the BPO company to the State of Nevada Department of Business Real Estate Appraisal Division. I also submitted an appeal to the SLS for their Denail of my Loan Modification. I have copies of BPO upon your request. Thank you, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89084
Submitted Via: Web
Date Sent: 2020-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Specialized loan servicing, services my loan. XX/XX/20 I requested and was granted the forbearance plan on my loan, end date XX/XX/20. XX/XX/20 I received a letter from SLS about my Forbearance plan. It didn't reflect the Cares Act passed by XXXX. XX/XX/20 I requested and received an extension on the forbearance plan, end date XX/XX/20. XX/XX/20 I received a letter from SLS about the forbearance plan. It didn't reflect the Cares Act passed by XXXX. XX/XX/20 I received a letter confirming who the current note holder are on my loan. XX/XX/20 I requested ( by letter ) that my Forbearance plan reflect the terms and conditions as the Cares Act passed by XXXX on XX/XX/20. XX/XX/20 I received a letter from SLS stating only that " The account is currently participating in a forbearance plan ''. XX/XX/20 I received a letter with instructions for " Mortgage Assistance '' I also received a letter with a " Relationship Manager '', XXXX, Teller ID ( XXXX ) I also received a letter with possible options. Including but not limited to : Refi with another lender Loan Mod Repayment plan None of which properly answered my request. XX/XX/20 I received a call from SLS stating that my Forbearance plan has been extended until XX/XX/20
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 890XX
Submitted Via: Web
Date Sent: 2020-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Dear Sirs : My name is XXXX XXXX. I live/own at XXXX XXXX XXXX XXXX in XXXX, CT, XXXX. I have a XXXX yr. fixed with SLS. Loan # XXXX. As you can see from my XX/XX/XXXX letter to SLS, they have made terrible errors when performing the annual Escrow Analysis. As a result of these significant errors in their Escrow Analysis over the past two years, my escrow balance is now short by {$16000.00} and they are pursuing Foreclosure. This problem was identified back in late XXXX of this year when I received a phone call from them to tell me that my next payment ( due 5 days later ) was now going to nearly double the amount I normally pay each month. The representative who called actually identified the escrow problem while on that call and asked me to put together a summary letter and gather all documents and send it to them. After sending documents and making many attempts to speak to someone in the Escrow Department, no one from SLS has ever acknowledged my communications or spoken with me regarding a resolution. When I called the XXXX number for an email address to send documents to, I was directed only to XXXX. There is no email for the Escrow Dept., however I do have proof that my letter and documents were received via an automated email response. I was able to get a number for the Escrow Department ; I kept calling but got recordings saying " the department was in a meeting and someone would call back ''. Every month since XXXX of this year, I receive a collections phone call saying that mortgage is overdue, even though I continue to make payments. On each and every phone call I get, I ask to someone in the Escrow Dept. and a person can never be reached. As recently as this past Friday, XX/XX/XXXX, the collection agent said " the Escrow Dept. doesn't do phone calls '' but then proceeded to say that someone tried to reach me on two other occasions ( he named the dates XXXX but " they don't leave messages ''. When I insisted on speaking to someone ( other than the collection agent ), he said he would have someone that the department call me at XXXX EST, when I took my break. No one called. Please see the attached documents and communications to SLS. It chronicles all of the activity and errors over the past two years. In my communications to them I have asked, since they caused the Escrow Analysis errors, for a reasonable and affordable resolution to make up for the shortage over time. I do not have funds to pay the shortage all at once. I can not afford a monthly payment of {$4800.00}. I do not feel that I should have to refinance and be subject to additional late fees, negative credit reporting, and penalties because of their errors. Could someone please help me resolve this quickly. I am panicked and feel helpless since there is absolutely no effective way to communicate with SLS! Thank you. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CT XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06905
Submitted Via: Web
Date Sent: 2020-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am trying to refinance my mortgages, and Specialized Loan Services is completely failing to respond to any inquiry from either me, or my new loan provider. I have attempted to contact them repeatedly in the last few days, and my loan provider has been trying for weeks. I've tried via phone and secure message and have been ignored.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92606
Submitted Via: Web
Date Sent: 2020-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-22
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Specialized loan Service is reporting a late payment on my credit file on XX/XX/XXXX. Due to unforeseen circumstances surrounding the pandemic of COVID19 & the lack of hours provided by my employer, I was severely financially impacted. I have had this account since XXXX and I have NEVER been late. Unfortunately, this pandemic was unforeseen by this country and it's pretty sad that after such a long time in good standing and making my payments on time you would report a late payment caused by natural disaster. I plea with you as a one time courtesy to remove this late off my credit file.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84106
Submitted Via: Web
Date Sent: 2020-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our loan has been sold many times over the last 15 plus years. For a few of those years Specialized Loan Servicing owned the mortgage loan and they never paid the property taxes out of our escrow account. XX/XX/2019 another loan servicing company took over the loan. So now XXXX XXXX XXXX XXXX has our loan. Both companies are refusing to pay the back taxes owed. I have contacted Specialized Loan Servicing back in 2019 and they said it's not their problem as our loan was being packaged out to another servicer and that it was not their problem anymore to pay it. They said we were responsible for this now. We did what we were supposed to do, we paid the payment. But Specialized Loan Servicing did not do what they were supposed to do and pay the property taxes. The county is about to put our house up for auction due to non payment of property taxes. Both loan servicers have been contacted about this. Specialized Loan Servicing was contacted via certified letter in XXXX of 2019 via the advice of a local attorney.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 307XX
Submitted Via: Web
Date Sent: 2020-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-21
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Specialized Loan Servicing LLC XXXX XXXX XXXX XXXX, CO XXXX RE : Loan No.XXXX Said Servicer is unresponsive to multiple requests for a Payoff Statement beginning on XX/XX/2020, XX/XX/2020, XX/XX/2020, XX/XX/2020 and XX/XX/2020. This refinance has been scheduled and rescheduled multiple times due to their lack of compliance. Please assist.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ME
Zip: 040XX
Submitted Via: Web
Date Sent: 2020-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I contacted CFPB regarding this company on XX/XX/XXXX & XX/XX/XXXX to no correction of the issues. I have submitted a short sale offer back in XX/XX/XXXX. I have sent every document requested within 2 days of the request. Although they state I am assigned a Customer Resolution Person to oversee my application for the short sale this is a great thought but not at all real. Each time I call I'm assisted by a new representative because the assigned person is on another call. I've called to follow up on the status of the short sale offer since XXXX a least 40 times. And each time the new representative offers to help. They are not familiar with the file and start reading and requesting documents already submitted. This went on for over 7 months until I was finally told in mid XX/XX/XXXXthat all was received and sent to the investor for acceptance or decline. I have called every week and at times twice a week and told by a different representative the investor has not yet responded. I received a letter XX/XX/XXXX stating they have withdrawn my application because of a lack of 3 documents they claim had expired yet all were sent over 5 months ago. In addition the person advised they can not complete the file to send to the investor till these docs are updated. I couldn't believe my ears. They've told me 2 months earlier that all was received and waiting for the investor 's response. I have never dealt with a company so inept in their operations. I don't understand how they are allowed by agencies such as yours to operate in this fashion. They are hindering my credit score by these delays. Not to mention they are costing the investor monthly additional association fees & a new current real estate tax bill that would have been avoided had they been working properly. If this agency is in place to regulate and protect the public why haven't they thoroughly investigated the practices of this firm. I received the responses from SLS for my previous two complaints which they state erroneous information as to their contacting me. I wish that someone from the agency would contact me and they could listen in and and see what they ask me for and I can give the time and date of my submission of their previous request and you would see how poorly they operate. Another disturbing issue is that when asked to speak to a supervisor it's always told they will call you back. When called back basically the supervisor proceeds to read the previously requested documents only for me to advise when they were submitted and to then be told they will personally expedite, which holds as much validity as the statement that the world is flat. People should not be serviced in the fashion that Specialized Loan Servicing operates. How many complaints does a Federal Agency required to receive before they attempt to correct a business that is affecting so many. In researching I've seen hundreds of complaints filed against this company!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33144
Submitted Via: Web
Date Sent: 2020-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Some time around late XXXX, early XXXX, I requested a forbearance from my Mortgage company Specialized Loan Servicing. I was granted the forbearance and received a letter stating that I was approved. Approx 6 weeks into the forbearance I was informed that a forbearance would hinder me getting a refinance. I called S.L.S to cancel the forbearance. I was advised to make a payment first, wait till the payment was received, then to cancel so the account would not show a delinquent balance. I did all of the things I was advised to. I followed up with S.L.S customer service to cancel. I was assured that my account was now active and current. Approx 20 days later I called S.L.S back due to missed calls on my cell phone from them. I called them back to inquire what the issue was. I found out that the money I had sent to get my account active and out of forbearance had been cashed and was sitting in a account as unapplied funds and that the forberance was still on my account. I once again asked that the money be applied to my account and to be taken out of forbearance. A few months passed and I tried to get a refinance. I found out that my credit report currently shows Forbearance/deferment. with this showing, I can not proceed with the refinance. I have spoken with Customer Service@S.L.S approx 8 times and was told that they would send me a letter with the date on it from my cancelling the forbearance. The letters never arrive and when I called back and spoke to a supervisor, I was told that they could not give my anything on paper. I told them I needed to submit something in writing to get the refinance. S.L.S finally sent me a letter by email stating that my forbearance had ended, but they did not put the date that it ended, which I had explained to them that was very important. it has now gotten to the point where I am not getting calls back and the negative still show on my credit. I am starting to suspect that S.L.S purposefully did not remove the Forbearance from my account to pad their forbearance numbers or some other illegal activities. All I am requesting is for S.L.S to accurately report the information to the credit Bureaus and to give me the letter stating when I cancelled the forbearance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92223
Submitted Via: Web
Date Sent: 2020-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A