Date Received: 2020-09-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a letter from Specialized Loan Servicing related to an order by Consumer Financial Protection Bureau requiring compensation for a delayed evaluation between the periods of XX/XX/XXXX and XX/XX/XXXX. They sent a check for {$70.00} as redress for the delay. I deposited the check in my account, and the check bounced. I was charged an additional {$12.00} for the check being returned unpaid. I am attaching all the documentation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27614
Submitted Via: Web
Date Sent: 2020-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My original home loan was completed through another lended in XXXX. At the end of XXXX, my mortgage loan was bought out by Specialized Loan Servicing. In XXXX. I reached out to my new mortgage lender because I was not able to view my account online to make a payment nor was I able to contact their automated system as indicated on the billing statement I received from them. Both indicated that my account was none existent. Immediately after, I called and was advised by a representative that I was unable to do either of those things because I had filed bankruptcy. I asked about being able to make a payment online to them as this is their only " free '' payment option. I was advised again that due to being in an active bankruptcy, I was unable to make a free payment and had to make all payments by speaking to a live agent. I was told that I would not be allowed to make payments for free online or payments through their automated system costing {$7.00} each time, but would in fact be forced to call and speak to a live agent to make a payment and pay {$12.00} to do so. I complied to this discrimination as I had no other choice. I even made double payments, sometimes, triple payments in advance to avoid being charged further from this company. Each time while under bankruptcy that I made a payment, the payments were applied to my next months due billing statement per the confirmation given by the reps I spoke with. I was not able to view or verify this information because against I was discriminated against and not given this option due to bankruptcy. My bankruptcy was discharged in XXXX of XXXX. Since that time, I have regained access to my account online with the option of making payments online now as well, continuing to make payments in advance to avoid any late fees or other fees from this company. Since making my first payment in XXXX online, I have nothing but trouble with this company. I received my XXXX bill being due in the amount of {$770.00}. This billing statement online showed that I had the amount overpaid of {$210.00} sitting in suspense. I made my payment on XXXX XXXX in the amount of {$1700.00}, to cover XXXX and XXXX payment as I have done in the past since XXXX. I did not assign the overpayment to go to anything other than my monthly bill. I then received my XXXX billing statement in the mail and it showed that I had amount due of {$720.00} even though I paid {$1700.00} to cover this bill in XXXX. The XXXX bill also stated that I had the amount overpaid still showing of {$210.00}. I emailed SLS on XX/XX/XXXX to clarify this error. I received a response on XX/XX/XXXX @ XXXX advising that did not answer my previous concerns, simply advised, " Thank you for your inquiry. After a review of the account the monthly payment due on XX/XX/XXXX is in the amount of {$940.00}. Thank you. XXXX XXXX ID : XXXX. '' This wasn't even the correct amount listed on my billing statement received. To avoid any further incorrect information, I then reached out to SLS by phone on XX/XX/XXXX @ XXXX and spoke with XXXX. By the way, the automated system during that call played my recent payment being received on XX/XX/XXXX of {$1700.00} and my next payment would be due XXXX in the amount of negative {$210.00}. I recorded this call and will be happy to provide that as well. However, this discussion confirmed that my payment had been received for XXXX but was applied to the suspense account and he would open a ticket to have the funds transferred to the correct place to take care of my XXXX billing statement. It was determined at that time as well that my account was still overpaid and that there would still be a small amount in my suspense account that could be applied to XXXX payment. He also advised me that it may take a couple days for everything to be applied. I logged back into my account on XX/XX/XXXX to confirm everything had been updated. When I logged in, the amount due showed {$19.00} still remaining to be due XX/XX/XXXX. This made no sense to me but to avoid any late fees or anything else to count against me, I went ahead and made this payment and it cleared my bank on XX/XX/XXXX. I then logged back into my account on XX/XX/XXXX to verify everything was cleared and my account had been updated. My account stated there was {$0.00} due but showed that I was delinquent for my XXXX payment. I have provided the screenshot showing my payment being due of {$0.00} remaining for XXXX. I then logged back in again on XX/XX/XXXX only to now find that my account says I am 21 days delinquent and now have the amount due of {$23.00}. I immediately sent an email to SLS that same day at XXXX advising of the errors and needing to determine what the {$23.00} was for and to determine why my account was showing delinquent when I had satisfied all payments prior to the payments ever even being due. That same day, I received a call from an agent with SLS who indicated her calls was due to the amount of {$23.00} being delinquent on my account and to obtain the funds. I asked the agent why the amount was due and she advised it was due to a late fee charge. I explained all of the previous and was told by the agent that she showed I still had the amount due of {$940.00} being due for XXXX. When I asked her then why she only called to collect the amount of {$23.00} which is showing online she indicated that there is obviously a delay in their system. She stated that my account showed a payment in suspense in the amount of {$770.00} and that if I paid the difference of what was due of {$940.00} that they could apply everything to my account and I would be caught up. I reminded her that I already paid my XXXX payment and even made a payment already of {$19.00} that should have never been due to avoid a fee and now I am being charged a late fee for a payment that said {$0.00} and showed nothing else due. She then advised my account appeared to be confusing due to being a bankruptcy customer and that in her honest opinion it would be best for me to pay the late fee even though she can see I didn't owe it along with the payment of {$170.00} ( my normal monthly payment of {$940.00} minus the amount in suspense of {$770.00} ) to get my account where it is in no longer delinquent and they can review everything else further. I told her that I am not paying a late fee on a payment I already made and I am not making another {$170.00} payment when I have already made this payment and more. I advised her that I wanted a supervisor to reach back out to me by close of business that same day to get this resolved and that I am being discriminated against due to my bankruptcy. She said she understood my frustrations and agreed and would have someone reach out to me. I have still NOT received a call from a supervisor and my account is still showing {$23.00} being due any my account being 24 days delinquent. I did receive an email reply on XX/XX/XXXX advising that it appeared I spoke to someone and they were able to resolve my issues. THERE WAS NOTHING RESOLVED. I was able to view my XXXX billing statement due XX/XX/XXXX that says my payment amount due is {$960.00} which is detailed of a normal bill amount for XXXX of {$940.00} plus the {$23.00} late fee this company is trying to charge me. My XXXX bill also states that I have {$770.00} in my suspense account from last month, totaling {$990.00} in my suspense account {$990.00}, well more than my XXXX payment that was already issued. I am being mistreated by this company and being made to make payments and fees due to being a bankruptcy customer that they do not require all of their customers. I am being discriminated against and this isn't fair. I was in a bankruptcy for a reason, I don't have money to keep providing to this company that is taking money and still charging fees for it. I should NOT be treated differently because I am a bankruptcy customer and surely should NOT be charged more because of it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 310XX
Submitted Via: Web
Date Sent: 2020-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Is it lawful for XXXX XXXX to forclose on our homestead without the note or abstract deed? In Your Firm, With Great Concerns, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 565XX
Submitted Via: Web
Date Sent: 2020-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-27
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I made my payment in XXXX and went in to forbearance because of Covid-19, I called SLS multiple times and didn't get any help over the phone. I was told I was going to be sent something in the mail but nothing was ever received. I was reported late in XXXX and I am not late. I even scheduled two payments to be caught up in XXXX. Because of the pandemic there is no reason i should have been reported late.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33076
Submitted Via: Web
Date Sent: 2020-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Specialized Loan Servicing sent foreclosure papers to us last summer because we are behind on our home equity loan. We tried unsuccessfully to mediate with them. They sent us paperwork on XX/XX/20 which showed that the Principal Balance was {$40000.00}. We asked for a payoff amount and they sent papers to us on XX/XX/20 stating that the payoff would be {$61000.00}! That is a difference of {$21000.00}! That is extortion!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VT
Zip: 054XX
Submitted Via: Web
Date Sent: 2020-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-24
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: I have been on forbearance since XX/XX/XXXX. I received a phone call on XX/XX/XXXX if I didn't make all 3 payments now they were going to foreclose on me. I asked cant we put the payment at the end of our loan and she stated no this is a forbearance we needed to pay today. I paid {$5500.00} on XX/XX/XXXX it posted from my account on the XXXX. I noticed a week later that my statement never updated that it said I was still 3 months late. I made a phone call and they told me they see my payment but don't know why it hasn't posted to my account that they need to send it up to higher personnel. I called back on the XXXX and they still don't know why its not fixed. I called them everyday since until someone would fix my account. Finally 3 weeks later the payments finally were posted to my account. I also adked to make sure they never report this on my credit and every person I spoke to assured me it would not go on my credit because it was there fault. Well here it is on my credit as a negative for 30 60 & 90 days delinquent which effect my credit score. So now I have called them again every day this week about my credit reporting and of course there is no one we can talk to that we have to wait for a manager to call us again that never happens. So just need them to fix my credit
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 775XX
Submitted Via: Web
Date Sent: 2020-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is the THIRD complaint about this horrible company. BOTTOM LINE : EACH MONTH Specialized Loan Servicing apples 100 % of my payment to an unspecified account. It is NOT applied to my principal/interest and to escrow as it should be. This problem has existed since XX/XX/2019 - the day they purchased my loan from XXXX XXXX. Every month bill collectors call saying I am in default, the SLS website says a payment has been made yet the headline is I am past due on my payment. I am not. I have paid MORE than is stated that is due ... which is another problem. I have THREE different payment amounts - and do not know the correct amount to pay, so I pay the highest one. This is a fraudulent company and needs to be closed down. They are trying to steal my home.
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: 2020-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I tried to contact the company several times only to find 30-40 min hold wait times. I requested a scheduled callback when a rep was available and that I would not lose my place in line yet never received a callback. My complaint is because for the statements of XXXX and XXXX I saw a charge for {$25.00} payoff quote. I never authorized the fees to be charged I never requested a payoff statement. I tried to use their IM chat and they stated that XXXX XXXX had requested a payoff and that's what the fee was charged. I advised them that I while I gave authorization for XXXX to receive payoff information I never authorized the fee to be charged to my account. They told their was nothing they could do since the load has been paid off. I asked for a refund and they refused. This is a predatory practice and want the {$50.00} in fees refunded to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85383
Submitted Via: Web
Date Sent: 2020-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had a 2nd mortgage with XXXX XXXX XXXX until XX/XX/2019, they sold it to specialized loan serving in XX/XX/2019, my payments are due on the XXXX, XXXX XXXX XXXX ceased accepting payments on XX/XX/XXXX, for the entire month of XX/XX/2019 i made numerous attempts to get my new info from SLS to no avail ... in XXXX of 2019 i received a letter dated XX/XX/XXXX with my info i set up my bill pay and attempted to make payments ... they returned them until i was forced to pay with an ATM card at the end of XXXX, they billed me a {$15.00} property inspection fee XX/XX/2019 i am disputing that as i made all attempts to pay and they were unable to provide and also returned payments. is this their mode of operation to take over accounts, hold off billing info then charge consumers fees??? i have been disputing this with them for months this company needs to be investigated as i am sure they are doing this to hundreds of customers
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33326
Submitted Via: Web
Date Sent: 2020-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-21
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Due to COVID-19, Specialized Loan Servicing ( SLS ) authorized us three months forbearance with 100 % no negative reporting impact ( XXXX XXXX, XX/XX/2020 ). Payment resumed XXXX of 2020 for {$3500.00} which include {$2600.00} original payment plus extra interest of {$890.00} for 6 months to offset the forbearance missed interest. This was offered by SLS with 100 % no negative impact ( credit bureau or penalty ). SLS lied about the offer and as soon as we started the payment plan in XXXX of 2020, SLS reported me and my wife to the three credit bureau ( XXXX, XXXX and XXXX ). This costed us -75 points while we are trying to refinance to reduce mortgage payments. It appears that SLS is making a habit of this and the XXXX reported more than 770 cases against SLS. The agreement payment plan has another third party witness
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92064
Submitted Via: Web
Date Sent: 2020-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A