Date Received: 2020-10-06
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: My mortgage loan was sold from XXXX XXXX to Specialized Loan Services in XX/XX/2020. The loan information generated with this new mortgage company, Specialized Loan Services, is not correct. Their loan has me listed as a co-borrower, and it has listed as the main borrower a person I am not related to, and is not part of my loan in any way. Moreover, it has the wrong address listed for mailing important mortgage-related documents, meaning that sensitive information about my loan is being mailed to an address that the company has no authorization in which to mail said documents. I have attempted to work with Specialized Loan Services on three separate occasions, since learning of this issue. This encompasses two phone calls and an email to their customer service. All attempts at resolution were met with a runaround approach. Complaints were escalated to other departments with no follow through, or just no response. Their customer service prompt to even begin speaking with a rep is in excess of 4 minutes of options and dialing in that ultimately result in requests for callbacks that can go in excess of hours or days to return. Once a representative is on the phone, there are no extensions in which to call back or check on requests. This makes it unreasonably burdensome to continue a fruitful conversation with SLS, and is telling of their inability to appropriately manage their accounts. Right now my loan is technically in the hands of a person that is not the actual loan holder, and my sensitive mail is going to an address not mine. I am extremely distressed by the damage this can wrought. I am requesting immediate assistance from CFPB in working with XXXX XXXX and Specialized Loan Services to coordinate what went wrong and how it can be resolved immediately and with no additional interruption to my life than has already been. I am also requesting a regulatory investigation by CFPB to determine what laws, regulations, or otherwise good faith practices have been neglected or broken by SLS in the servicing of this loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 168XX
Submitted Via: Web
Date Sent: 2020-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have filed 2 complaints against SLS Servicing with CFPB. The last response regarding reissuing an escrow check to me from SLS Servicing dated XX/XX/2020, stated : " You should receive it in your mail in the coming weeks. We regret the inconvenience this matter has caused. '' It isXX/XX/XXXX, and I have not received a check.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 641XX
Submitted Via: Web
Date Sent: 2020-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX : Complaint against Loan Servicer Specialized Loan Servicing Loan # XXXX Dear Sir/Madam : This is a formal complaint mortgage loan servicer Specialized Loan Servicing ( " SLS '' ) that services the mortgage for my property located at XXXX XXXX XXXX, XXXX XXXX, NJ. My mortgage was transferred from XXXX XXXX on XX/XX/XXXX. SLS finalized the loan modification started by XXXX XXXX and there was an agreed upon monthly payment barring any changes in escrow. The monthly payment memorialized in the loan modification is {$2200.00} per month, including the escrow of taxes and insurance. After the payment of the first mortgage payment of {$2200.00}, SLS immediately increased the monthly payment to {$2800.00} without any notice to me and against the terms of the loan modification. I have called SLS over ten ( 10 ) times over the past eight ( 8 ) months to try to resolve this issue. On XX/XX/XXXX, I finally got SLS to run an escrow analysis. In the escrow analysis ( attached as Exhibit A ), it shows that the monthly payment went from {$2200.00} to {$2300.00} due to an escrow shortage. Even though the reason for the increase from the modification amount concerns me as neither taxes nor insurance on my property had changed, I agreed to make that monthly payment. However, again, SLS did not abide by their own Escrow Analysis. As of XX/XX/XXXX, they have increased my monthly payment to {$2900.00} ( see Exhibit B ). This increase was made without notice and directly contradicts both the loan modification monthly amount and the amount from their escrow analysis. This is causing my payments to be held in suspense and is further causing my otherwise timely payments to be reported late. I am further being charged interest on a higher balance because they are holding my monthly payments in suspense. I am sending {$2300.00} monthly in accordance with their escrow analysis. I can not afford to pay the almost {$3000.00} they are demanding without any notice and against their escrow analysis. I pray for government intervention to investigate the unscrupulous dealings of Specialized Loan Servicing and to force them to abide by the law in servicing my mortgage. Sincerely, XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07305
Submitted Via: Web
Date Sent: 2020-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-05
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: Specialized Loan Services continues to call and mail me collection notices of a debt they purchased from my original mortgage company. This debt was discharged in a bankruptcy over 10 years ago. They have also sent people to my home to leave notices on my door and photographed my home. They have also contacted friends on their personal cell phones. I have absolutely no idea how they obtained this information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92563
Submitted Via: Web
Date Sent: 2020-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Specialized Loan Servicing has refused to have their attorney contact us. They did not respond to the breach of contract of charging over the Kentucky State Usury Law that is 8 % and is in their contract ( page is attached ) the employees are not trained to address this nor do they understand the complaint. PLEASE HAVE AN ATTORNEY RESPOND TO US!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX I applied for a Covid forbearance on my mortgage loan and was granted for 3 months. After the first month, we started paying or monthly mortgage payment ( which only put us a month behind ). After the 3 month forbearance period we were sent a bill for our current monthly payment and for the month that we missed. The statement stated that I needed to pay the full amount and if I couldnt call and they would try to assist me in a payment plan for the past due. Each time I called, I was deferred to their call back system because all customer service representatives were busy. I never received a call back from SLS. During this time I made payments to the account which was not reflected on my statements. I recently received a letter from them stating that my loan was in default and I needed make my loan current. XX/XX/2020 I got online and paid in full in order to not be in foreclosure. Today XX/XX/2020, I received a letter stating that they applied the payment to my account but I would have to pay XXXX in order for them to reinstate my account. I tried calling them again and got the same run around ( receive a call back ). In addition, I pulled up my account online and noticed activity on my account ( charges ) that were not even related to my mortgage loan. These charges include transactions that are titled single item receipt and unapplied funds unidentified. Further the mortgage payments do not reflect the total amount I paid. I have pulled up my bank statements and have proof of them receiving online payments and checks for my mortgage loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 492XX
Submitted Via: Web
Date Sent: 2020-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-30
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I am working to refinance my loan that is currently managed by Specialized Loan Servicing. When the new lender pulled my Credit History, they found that I have a 800+ credit score but also that my current mortgage is showing as in forbearance. I have never spoken to my mortgage company about a hardship situation that would require a need for assistance no less requested forbearance on my account. On XX/XX/XXXX the new leader requested I get a letter from the mortgage company showing this had been added in error and that I had continued to make my payments. XX/XX/XXXX XXXX Spoke with agent and she informed me that due to the earthquake in my area, all accounts had been tagged with this information she agreed to send me a letter stating that I had not requested forbearance nor had I missed any payments. Additionally she would submit the necessary paperwork to remove the XXXX reporting XX/XX/XXXX XXXX XXXX Received email stating that at my request the forbearance related to Covid 19 had been removed from my account at my request. This is not what I requested nor was it factual. XX/XX/XXXX XXXX XXXX Spoke with Agent. She stated that she could restart the process & it would take 24-48 hours to get another letter. At that point I asked for a call back from a manager. I will be honest, I was very impatient with your agent as she was disrespectful, wanted to talk over me and refused to listen. In addition to sending me the requested letter she also agreed to send documents showing that I had not skipped any payments. NONE of these three things happened. XX/XX/XXXX Called back informed the agent that the letter was not what was agreed upon. She was very rude and said that she could request another letter but it would take 24 to 48 hours. I explained that I couldn't afford to wait that long to have their error corrected she basically said to bad. She refused to escalate the call and said that she would have a manger call back but it would also be 24-48 hours before that happened. I never received a the second letter nor did I get a call back from a manager. XX/XX/XXXX I called back & held for 30 mins. When the agent didn't know how to handle it, she cold transfered me to a line where I held for 30 mins a before I disconnected. This happened 3 times on Thursday. XX/XX/XXXX Call back again. Held for 30 mins and was cold transfered, held for XXXX hours before your lines closed. Their website has no alternate contact information besides the general servicing line which is clearly not resolving the problem. I submitted an complaint to the CEO through XXXX XXXX XXXX but don't expect that to be a reliable method of resolving the problem. Please let me know what assistance you can offer. I have spent no less than 10 hours on the phone over the last week with no end in sight.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-30
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I wanted to payoff the loan with SLS Loan servicing LLC. Received payoff quote letter dated XX/XX/XXXX, total payoff amount with interest calculated to XX/XX/XXXX is XXXX. My escrow company wired total payment of XXXX to SLS Loan LLC on XX/XX/XXXX with interest calculated to XX/XX/XXXX. SLS Loan somehow changed the loan payoff quote to XXXX last minute on XX/XX/XXXX with additional escrow impound balance of XXXX due to missing insurance policy info ( a policy was purchased on my behalf by SLS as my own insurance policy provided to SLS was miscoded as master policy ). I received a letter stating the shortage of XXXX ( XXXX plus interest calculated to XX/XX/XXXX instead of XX/XX/XXXX ) in order to pay off the loan on XX/XX/XXXX. despite of numerous phone calls to customer service stating the escrow impound balance of XXXX had been reversed and brought down to XXXX, thus the shortage of XXXX should be non-existent. SLS insisted that I temporarily covered the shortage of XXXX so the loan can be closed and then everything will be reconciled so the XXXX wrong shortage plus over charged interest will be refunded to me shortly after the loan is closed. And that's the ONLY way loan gets paid off. I sent the wire payment of XXXX on XX/XX/XXXX and SLS received on the same day. Loan was paid off as of XX/XX/XXXX. I received a final refund check in the amount of only XXXX on XX/XX/XXXX with no statement showing how XXXX came up with the refund amount. I tried to call customer service a few times on XX/XX/XXXX and XX/XX/XXXX, agents could not answer my question and said to have someone at higher level call me back right away. I received no call backs at all. the refund amount should be the full XXXX. SLS made the payoff process extremely difficult and frustrating with no response, no timely help, no capable agents over the phone. insurance policy was miscoded by SLS which resulted in the shortage, yet I, the consumer had to suffer. overall, the most horrible experience I had with any mortgage company by far. Also, I was charged {$25.00} fee when my escrow company first requested payoff quote. we never received the quote in the mail, thus I had to call to request a FAX. I got charged {$25.00} again. I have no clue how total {$75.00} fee was charged by SLS while their initial payoff letter on XX/XX/XXXX was even inaccurate. Escrow company followed thru based the initial payoff quote from SLS, then the borrower had to make up the difference and waste more time for this rather easy process.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92694
Submitted Via: Web
Date Sent: 2020-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was in forbearance since COVID started. This bank kept calling me and calling me and I finally was able to pay what I owed. When I paid them, they said there shouldnt be any fees but on the day I sen tin my payment, they tack on a Property inspection fee. This was all on XX/XX/19. I have called twice and 2 agents told me there shouldnt be any fees and they will escalated but after a month since the fees was put on. Its still there and the bank agents just give me run arounds and escalate that goes nowhere. The fee is {$15.00} but its not the amount. Its the way they tack these onto unsuspecting customers. And this is after I ask them if there are any fees. I attached the screenshot of my payments. The fee of is on the same day I submitted payment. Even before this, the company kept calling me saying they cant extend the COVID forbearance even though its required by law. Yes. I have called them to extend and they said its extended. Then they turn around and require me to fill out one of their forms in order for me to be qualified.
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: 2020-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: With the problem of the XXXX pandemic, he called me and told myself that if I was bad without a job that they had a forbearance program in which I did not pay for the following months, I accepted for 4 months since 3 months ago I paid again but when I called my bank They tell me that they sold the account to servicing this company 2 months ago I am trying to fix the balance that I owe for XXXX and that they put it at the end of the loan that is what XXXX told me at the time they do not want to fix the loan the new company And they want me to pay you everything owed or make a loan modification but I must qualify for that and I do not want because I do not qualify and if I do not qualify I must pay the total debt all the banks lie and you must place a stop to this, I can lose my house and nobody does anything, every time I call the bank they don't answer or they tell me different stories servising # XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20111
Submitted Via: Web
Date Sent: 2020-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A