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

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Complaint ID: 3829518

Date Received: 2020-09-03

Issue: Trouble during payment process

Subissue:

Consumer Complaint: In the past from XXXX my loan was being serviced by XXXX XXXX XXXX. During a State Of Emergency that happened in the State Of Florida, due to a Hurricane Natural Disaster, both our President and our governor tried to make it possible for homeowners not to fall behind and lose their homes, so they decided that the banks should forgive the monthly debts. Florida homeowners were given the option to bury the months owed into the back end of their loan principal. Mortgage lenders and their loan servicers were suppose to work with the homeowners to accomplish burying the monthly payments owed during the Sate Of Emergency into the back end of their debt. For some of us this did not happened because most lenders and servicers saw this as an opportunity to increase the years of the loan term or increase the monthly payments of the homeowner. This is what XXXX XXXX XXXX tried to do to me a second time. The first time I asked for a modification to lower my monthly payments they approved it and did not explain what a loan modification really en-tales. All they did was call me and tell me that lower my mortgage payments was approved, they sent me over some time sensitive documents for me to sign and fax or email back to them. I did not find out that they modified my loan terms until we had a Natural Disaster in Florida and I was trying to get the 2 months I owed buried into the back end of my loan, but Instead of XXXX XXXX XXXX working with me as a homeowner, what they did was try put my home at risk to go into foreclosure and kept sending me foreclosure notices and leaving them on my door. By XXXX XXXX XXXX offering a loan modification with 10 more years of payment instead of putting the 2 months of mortgage I had owed, I chose to borrow the money I owed from another source to get my loan current. Once I was able to catch up with my payments and did not take XXXX XXXX XXXX Loan Modification that would have added 10 more years to my mortgage for 2 months of missing payments, XXXX XXXX XXXX decided that they will no longer be servicing my loan and they sent my account to a company named Specialized Loan Servicing. Since being with Specialized Loan Servicing, my mortgage has increased 3 times since I have been with them. Not only that, they somehow feel as if you owe a payment and they have your bank information they can draw money from your account to pay what is owed. Specialized Loan Servicing once withdrew {$1800.00} from my account for a mortgage payment that was already paid, and they did this without my authorization. As of XX/XX/2020 and XX/XX/2020 my mortgage was {$370.00} less than what I will now have to pay for the month of XXXX and XXXX. I recently went online to make a payment and realized that my mortgage that I am currently struggling to afford because of all Specialized Loan Servicing fees and other increases, my mortgage was now increased another {$370.00}. They did this because I requested that they buried one of my loan payments to the backed of my loan during the State Of Emergency with COVID-19 and they were now aware that I was a displaced employee. Instead of helping me with the payment I was not able to make on time, they decided to use my unfortunate circumstances and raised my mortgage through the use of my escrow to add another {$370.00} on my monthly mortgage payment that was already increased to {$1200.00} to {$1200.00} to {$1500.00}. I get 10 phone calls that I log and take pictures of a day from live agents and automated systems if I am even a few days behind on my payments. When you are a homeowner in trouble, instead of helping they take advantage, they increase your payments if you don't take their modification, if you take the modification they tag on 5-10 more years of payments on your loan agreement. This is crooked. Specialized Loan Servicing only help is for me to take a loan modification to lower the payment back to {$1200.00} but they will have to extend my mortgage loan for another 5-10 years. This is crooked, this is wrong and unjust to know that hard working people who are struggling in these harsh times are being picked on, bullied, harassed, and being put out of their home because of crooked companies such as Specialized Loan Servicing. They are being divisive and are working to put homeowners in more debt or trouble by putting their homes into foreclosure. Here is a link to one person who has filed a class-action lawsuit and their are many others like this example or worse. https : XXXX. If you check any online reviews or even that of the XXXX ratings you will see that they are at an " F '' and there have been many complaints about this companies shady actions towards homeowners. Other online reviews from consumers have shed some light on this company, XXXX XXXX XXXX and a few other mortgage servicing companies, but Specialized Loan Servicing is the worse of all of them. The company has a history of harassing customers, they have a history of over charging customers who make payments over the phone whether it is automated or with live person, they have a history of accessing and withdrawing funds from consumers personal bank accounts without their knowledge or permission, and they also have a history of causing hard working Americans to lose their homes by modifying their mortgages through the use of increasing their escrow payments or creating an escrow shortage and blaming the increase on the previous servicer. This to adds on more to your debt and it also increases your mortgage payments that you were already struggling with before your account was forwarded over to them. Please forward this to the right department as their are a lot of consumers who do not know who to turn to on this matter, much less alone file a complaint to the right people to have them investigate and put a stop to this injustice being done to homeowners. we all need your help dealing with this XXXX of a company called Specialized Loan Servicing.

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

State: FL

Zip: 33023

Submitted Via: Web

Date Sent: 2020-09-03

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3829412

Date Received: 2020-09-03

Issue: False statements or representation

Subissue: Attempted to collect wrong amount

Consumer Complaint: This complaint is against Specialized Loan Servicing, SLS, this is what is going on : We have paid this debt in full, and have actually overpaid them at this time. They continue to send us letters stating that we owe more money, even outrageous amounts of money that we never even owed. They will not settle the debt or close our accounts, we have made all payments, and I will show a breakdown of all payments below. If you look up Specialized Loan Servicing on XXXX, and on the XXXX XXXX XXXX, you will find many complaints against them that are the same as ours. We have all of our bank statements, and the statements from SLS, that show what our debt was, and what we have paid. We have paid them in full, the total starting balance of the debt was, {$39000.00}. XXXX made two large payments to them after they began threatening to foreclose on our home. This has been going on since last XXXX XXXX. Here is a breakdown of the debt and the payments we have made : ( I will also attach documents to prove this ) Original date - XX/XX/XXXX - amount owed to SLS - {$39000.00} First payment - XX/XX/XXXX - amount payed - {$17000.00} Second payment - XX/XX/XXXX - amount payed - {$7000.00} Third payment - XX/XX/XXXX - amount payed - {$1200.00} Fourth payment - XX/XX/XXXX - amount payed - {$660.00} Fifth payment - XX/XX/XXXX - amount payed - {$660.00} Sixth payment - XX/XX/XXXX - amount payed - {$5000.00} Seventh payment - XX/XX/XXXX - amount payed - {$9100.00} Eighth payment - XX/XX/XXXX - amount payed - {$200.00} Ninth payment - XX/XX/XXXX - amount payed - {$510.00} Tenth payment - XX/XX/XXXX - amount payed - {$85.00} Eleventh payment - XX/XX/XXXX - amount payed - {$56.00} So, when you add up all of our payments - we have now paid Specialized Loan Servicing - {$42000.00} - more than the debt originally owed. Please see the attached documents below, from our bank - XXXX XXXX XXXX - and from the XXXX and of course SLS. Thank you for your help with this matter. Please contact me if you have any questions or need more information. Sincerely, XXXX XXXX XXXX XXXX

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

State: WA

Zip: 98387

Submitted Via: Web

Date Sent: 2020-09-03

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3826522

Date Received: 2020-09-02

Issue: Trouble during payment process

Subissue:

Consumer Complaint: Our mortgage is currently with Specialized Loan Servicing ( SLS ). When COVID forbearance options became available, we requested a forbearance on our mortgage, but quickly realized we didn't need those benefits and requested to have the forbearance removed. They removed the forbearance promptly and all seemed well. This occurred XXXX 2020. Some time around XXXX, our account began a review for mortgage assistance, although that was never requested by me or my husband. I spoke with a representative on the phone who confirmed this review started with no specific request from the account holders. This mortgage assistance review caused a slew of issues. Our normal monthly payments and escrow only payments were disrupted and were not applied appropriately without having to contact the company by phone ( which is very difficult to do ) to get the account situated. The main reason for my complaint today is the valuation report that occurred as a result of the mortgage assistance review/request. We were charged an {$85.00} fee for this valuation report that, again, we never requested. I spoke on the phone with SLS requesting for the fee to be waived two different times and sent a written letter requesting the same. We received a letter from the company saying they received the request and were reviewing it around the beginning of XXXX and have not received a response. We never requested mortgage assistance. We were paying our mortgage each month and was never late or behind. We never requested a valuation report that we were charged for. I really wish we could switch mortgage companies, but all I am requesting today is reimbursement of the {$85.00} fee for the valuation report we never requested.

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

State: NE

Zip: 68116

Submitted Via: Web

Date Sent: 2020-09-02

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3825992

Date Received: 2020-09-01

Issue: Trouble during payment process

Subissue:

Consumer Complaint: Re : CFPB Case ID # XXXX submitted XX/XX/XXXX already closed by CFPB i am filing this new complaint because of Incomplete Response provided by Specialized Loan Servicing ( SLS ) to Request for Information dated XX/XX/XXXX submitted on my behalf by Atty XXXX XXXX XXXX I mailed the following letters dated XX/XX/XXXX & XX/XX/XXXX to SLS To : Ms. XXXX XXXX I D XXXX Customer Care Support SLS XXXX XXXX XXXX XXXX XXXX XXXX XXXX Colorado XXXX Dear Ms. XXXX, Your response dated XX/XX/XXXX to the Request for Information dated XX/XX/XXXX by Atty. XXXX was provided by XXXX/Atty XXXX to me. There were 7 items she requested from SLS. Kindly respond to the items you have not responded especially item # 4 about LOAN OWNERSHIP also provide the DATES of each Loan ownership transfer. Sincerely, XXXX XXXX XXXX Signed : XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Ca XXXX SLS loan # XXXX ~~~~~~~~~~ Dear Ms. XXXX XXXX I am resending this XXXX/XXXX/XXXX letter to you because I did not receive any response from you Sincerely, XXXX XXXX XXXX XX/XX/XXXX SLS loan # XXXX ~~~~~~~~~~~ XXXX XX/XX/XXXX SLS provided to CFPB copy of SLS letter dated XX/XX/XXXX from XXXX XXXX ID XXXX that SLS sent to me with the information that : XXXX XXXX was the Original Creditor Federal Home Loan is the Current Creditor SLS is a third party mortgage loan servicer ; servicing of the account was transferred to SLS on XX/XX/XXXX SLS also sent a copy of the recorded Assignment of Deed of Trust from XXXX XXXX XXXX to SLS. SLS & XXXX XXXX NEVER informed me of this Assignment of Deed of Trust dated XX/XX/XXXX until SLS sent to me the XX/XX/XXXX letter All the information that I received from both SLS & XXXX XXXX was the transfer of servicing from XXXX XXXX to SLS effective XX/XX/XXXX QUESTION remains : After the Deed of Trust dated XX/XX/XXXX was assigned to SLS from XXXX XXXX WHEN & WHO & HOW MANY MORE TIMES was the Deed of Trust transferred until it was assigned to Federal Home Loan, the current creditor?

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

State: CA

Zip: 94509

Submitted Via: Web

Date Sent: 2020-09-01

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3824200

Date Received: 2020-09-01

Issue: Trouble during payment process

Subissue:

Consumer Complaint: XX/XX/2020 Re : SLS -Specialized Loan Servicing XXXXXXXX XXXX XXXXXXXX XXXX, CO XXXX Dear Sir or Madam, On XX/XX/2020, my mortgage servicing company, SLS, deducted a mortgage payment of {$1900.00} from my XXXX bank account, as authorized through automatic payments I previously scheduled on their website. This brought my mortgage payment status " up-to-date '' and my next payment was due on XX/XX/XXXX. On XX/XX/2020, unknown to me and not previously authorized by me, SLS deducted an additional {$1900.00}. On Thursday, XX/XX/XXXX, I received my bank statement and saw the error. Luckily, I had enough in the account that I was not faced with terrible problems due to insufficient funds. I immediately called SLS at XXXX. The first five minutes ( I timed it ) of the call involved pressing buttons to move through the tree. When I finally got to select the option to speak to a representative, I was put on hold. Then I was told that the hold time was 30 minutes, and, would you like a call back? Yes. I waited 45 minutes, phone in hand, and a rep called me back. The rep put me through more verifications and then proceeded to put me on hold again while she researched it ; then she had to ask a question ; then she had to look at it some more, etc. ( They recorded this exchange so, if necessary, it should be available to review. ) After 25 minutes of this useless exercise in time-wasting, it was clear that the rep had no idea why it happened, did not have the skills to figure out how it happened, and had no authority to ensure it would not happen again. I asked to speak to a supervisor. I was met with resistance and chastised with, Youre not listening, and, You requested this in XXXX. All untrue. I reminded her that I had been on the phone with her, listening, for 25 minutes and she was unable to resolve any of my concerns, and therefore I needed to escalate the call to a Supervisor. I was told that the Supervisor would call me back in 24-48 hours. I had no choice. I could not force anyone in SLS to resolve this in a timely fashion. I was at their mercy and fearful of financial retribution since it seems they have the power to hit my account at will. I logged in to my SLS account online to remove the payment information, but since my mortgage rate is tied to the auto deduct option, I was not allowed to remove it or change it. That requires another phone call. But I did note that the " Next Payment Due '' date on my statement showed " XX/XX/2020. '' They had applied the double payment to XX/XX/2020 without my knowledge and without my direction. Monday, XX/XX/2020 : The supervisor finally called me back. I was at an appointment and could not take the call. The return number she gave me was the main number that I called the week before. I was led through the exact same torture with phone trees, maniacal hold music, hold times, and, finally, I was allowed to place a call-back request. The woman who called me back was not a supervisor. And, Ill give you one guess : yes, thats right, a supervisor was not available and would call me back in 24-48 hours. I protested, and expressed my outrage at the abuse of the consumer, the disrespect given to someones money and bank account, and my anger at SLS making such a grievous and potentially harmful mistake and not making it their number one priority to straighten it out, ASAP. I made a little progress with this person and she said that the Supervisor, XXXX, would call me back by the end of the day. So here I am, back at the beginning, hoping that when she calls I will be able to pick up the phone or I will have a good enough signal to connect the call. This is outrageous. This has to be reformed. SLS needs to hire more Supervisors as they obviously do not have staff available on a reasonable, timely basis to address the needs of their customers. Returning a call within 48 hours is absurd when a customers money has been improperly deducted from her account. My availability to answer that call should not need to depend on the luck of the moment, and to leave a call-back number that the Supervisor knows will just put you back in the eternal loop, is particularly nasty and disgraceful. Everyone knows whats going on here : systemic abuse of the consumer under the pretense of phone trees, customer reps, Supervisors, and call-backs, but with a Soviet-style attention to bureaucracy, an Orwellian maze of procedures that leaves you without answers or help, and no honest interest in helping the consumer at all. And since this is a company with power over a mortgage payment, access to bank accounts and personal consumer information, and the ability to perpetrate real financial harm to the consumer due to their negligence, sloppiness, under-staffing, and disregard, they should be required to staff their business properly, respond to the phone call promptly, and at least attempt to resolve the consumers concern in one phone call. I will get this resolved, but I feel most sorry for the inexperienced young, the sick, and the elderly who are at their mercy and may not have the tenacity, time or confidence to confront this problem. Thank you for your help in this very important matter. As I said to the rep, I am not the only one. This is obviously the way they have designed their phone system and designed their customer service platform and designed their Supervisor response. It is morally callous and disrespectful to the consumer. And they know we have no choice but to sit there and hope that someone will help us and call us back. I hope you are able to effect real change with SLS. I am still waiting. XXXX, never called me back. Yours truly, XXXX XXXX XXXX XXXX XXXX XXXX, PA XXXX XXXX XXXX

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

State: PA

Zip: 184XX

Submitted Via: Web

Date Sent: 2020-09-01

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3817325

Date Received: 2020-08-27

Issue: Trouble during payment process

Subissue:

Consumer Complaint: Received a letter from SLS on XX/XX/2020, copy attached. I have made every payment on time and have proof but they won't accept the proof & keep asking for resubmission. They know there are no front and back of checks because they process electronically. They claim we are in default and want to foreclose. To add insult to injury, now on page 2, they claim I was late in paying XXXX XXXX, the company that transferred the mortgages to them. THIS IS UNTRUE! I am attaching copies of the XXXX XXXX XXXX reporting that I obtained this morning from XXXX, and XXXX XXXX for XXXX and XXXX. Please let me know who I contact to have their license to do business in the State of Florida.

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: 2020-08-27

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3815080

Date Received: 2020-08-26

Issue: Trouble during payment process

Subissue:

Consumer Complaint: I have tried numerous times to discuss the pre-payment penalty with the company. I am close to losing my job and have to sell my house. There is a huge pre-payment penalty that is up in 5 months and I wanted to see if we could negotiate this. Not only that, when an inquiry into the payoff amount was made, an absurd amount was given way over the pre-payment amount. When I tried to discuss this with the company, they charged me {$25.00} for having to look into it. They now refuse to call me back to discuss it.

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

State: CA

Zip: 934XX

Submitted Via: Web

Date Sent: 2020-09-03

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3815025

Date Received: 2020-08-26

Issue: Trouble during payment process

Subissue:

Consumer Complaint: We have mortgage serviced thru Specialized Loan Services ( SLS ) since XXXX. Original loan from XXXX XXXX. We have never been late or in arrears on this loan. I was trying to get a payoff quote. I've called and can not get anyone and even when I do a callback request for within 72 hours it has not happened. I recently set up an account online with SLS at SLS.net on XX/XX/XXXX. I was able to check my loan balance and request a payoff and got it immediately online. I did a communique thru the online messaging. My complaint is that the website is down and continues to be down for many days. Today is XX/XX/XXXX and I have not been able to log in since XX/XX/XXXX. SLS asks on their recorded phone info, and with mailed communiques, and all over my bill that you set up and " utilize your online account '' for any questions and information. THAT I have done. THEY must have a functioning website. THEY do not. How long can this go on? It seems highly irregular.

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

State: UT

Zip: 843XX

Submitted Via: Web

Date Sent: 2020-08-26

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3815000

Date Received: 2020-08-26

Issue: Incorrect information on your report

Subissue: Account information incorrect

Consumer Complaint: I have applied for a home loan to purchase a new home. The lender pulled my credit and it showed I had a late payment XX/XX/XXXX for a previous mortgage. I paid off my home loan in XX/XX/XXXX. I do not owe this company any money. I called them and they said it would take 10 days just to look at the file. I am very upset with their process. I would like help to get this erroneous error off my credit report. The error is showing dated XX/XX/XXXX. I spoke with the company XX/XX/XXXX and they said they did not report this and it would take 10 days to have their team look into it. I will be losing the house that I have put a down payment on and I will lose my down if this does not get resolved in a timely manner. I have filed a complaint with this company previously and you helped with a positive outcome but again they are messing with my credit.

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

State: NV

Zip: 894XX

Submitted Via: Web

Date Sent: 2020-08-26

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3812980

Date Received: 2020-08-25

Issue: Struggling to pay mortgage

Subissue:

Consumer Complaint: email the head of management and executive office at SLS dated XX/XX/XXXX Good Afternoon I spoke with XXXX ( ID # XXXX ) on XXXX regarding the file as he stated that the file was closed because it was pending documents. This file was complete and sent to the Underwriter/Investor on XX/XX/XXXX. I spoke with XXXX on XX/XX/XXXX and she stated that they needed some documents which included the short sale addendum- which she located ( last page of the contract ) and addendum for closing date within 45 days of lender approval. She also confirmed that the value came in at XXXX and countered to XXXX. I stated to her at that time the buyers highest and best was XXXX I confirmed on XX/XX/XXXX that the file was complete and all documents received and reviewed as of XX/XX/XXXX and there should be a decision within 30 days. On XX/XX/XXXX-I called for an updated they stated file was still in review On XX/XX/XXXX I called and they stated still pending decision-no other documents needed On XX/XX/XXXX- still pending but they would escalate at is was 30 days On XX/XX/XXXX I spoke with XXXX as it was still pending review. XXXX put me through to XXXX ( IDXXXX ) and she escalated the file and would follow up On XX/XX/XXXX- I was told it was in manual decision and XXXX did not know what that meant. She was going to follow up on this and call me back ( no call back ) XXXX XX/XX/XXXX as stated above I spoke with XXXX he stated the file was closed on XX/XX/XXXX even though I spoke to XXXX on XX/XX/XXXX and she stated about manual decision. XXXX stated he did not understand why it was closed and could see the note but most importantly he needed to reopen the file and then it could be hopefully expedited back to where it was. He also requested for a supervisor to call back ( has not happened ) XXXX stated that he could see all the documents and none were needed XX/XX/XXXX- I spoke to XXXX ( ID XXXX ) and he stated that it was reopened and in set up????? I spoke with XXXX ( Supervisor ID # XXXX ) He reviewed all of the documents and stated that we should correct the language on the addendum to read closing will occur within 30-45 days of short sale approval not lender approval as the underwriter did not like the word lender???? This is a very simple correction and does not require a decline. Especially, when we have provided said documents and I asked on XXXX what the addendum was to state!!!!! XXXX stated that he would watch for the documents and call me after he received and would move the file back to where it was and expedite. He also stated the value came in at XXXX and counter the buyer to XXXX. I stated we had been through this and Buyers highest and best was XXXX XX/XX/XXXX I spoke with XXXX ID # XXXX and XXXX was out of the office and would return my call on XX/XX/XXXX-No return call XX/XX/XXXX- I called and spoke to XXXX # XXXX and she stated that XXXX had left notes as of XX/XX/XXXX to counter to XXXX??? I again, told her that Buyers highest and best is XXXX and we have been at this same stage over and over and I would be happy to provide emails showing all documents submitted. Sellers option for a short sale has been approved and we fall back to no communication and same response over and over. I told her that this is redundant and requested XXXX give me a call as he stated he would. I suggested that the calls should be reviewed for quality and training purposes. XX/XX/XXXX- Spoke to XXXX ID # XXXX and she stated the work out for a short sale has been approved and the contract is being reviewed. I again asked for XXXX to call me. XX/XX/XXXX- I spoke to XXXX ( ID # XXXX ) and she put me on hold to read the notes and stated that she escalated the contract file and I again asked for XXXX to call me This is certainly an approvable short sale and the delays and redundancy is unbelievable for SLS and I understand that time frames may be longer than normal due to COVID but this is ridiculous. These buyers have waited and now will be waiting in a hotel as of XX/XX/XXXX Please have someone call me and provide clarity. Email dated XX/XX/XXXX I had a call back from XXXX yesterday after requesting a call back before XXXX XXXX mt before I boarded a flight the call came in and left a message to call back to SLS I will forward the call for review. I called today and requested that XXXX give me a call back. I had two calls inbound from SLS which I am assuming was from XXXX. I answered both calls and no one responded on either call. One call was at XXXX est and second at XXXX est. Neither call nor to now did a message get left on my phone. I do need to speak with XXXX and again requesting a call back. I was told yesterday that this file is going thru XXXX for the short sale now even though to date it was in re-review for the value based on the contract submitted and XXXX was working on the file. XXXX whom I spoke to yesterday for over one hour stamped call at XXXX XXXX mt also agreed when reviewing the notes that the file was still in re-review with XXXX make since XXXX submitted it on XXXX per XXXX notes on XX/XX/XXXX and XXXX would call me that day. /XXXX felt that it was in manual review as this file was in process with XXXX XXXX before the change on XX/XX/XXXX and a month has passed and reviewing was still being done. I would appreciate getting to the bottom of this today and will also submit this for review with CFPBI I did talk to XXXX who will call me tomorrow after he speaks with XXXX. This was a file in process. I received an email of the copy of the letter mailed out to homeowner whom no longer is living at the property from XXXX while on the call it was dated XX/XX/XXXX. I spoke with XXXX on XX/XX/XXXX whom again said highest and best for buyer as we were getting countered by XXXX XXXX to XXXX I stated to him that VA appraisal buyer can not go over XXXX where value came in at. He told me to submit for Value dispute which was done immediately. How was he declining on XX/XX/XXXX yet letter is XX/XX/XXXX and XXXX was being worked on and notes in system indicate as recent as yesterday????

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

State: FL

Zip: 33312

Submitted Via: Web

Date Sent: 2020-08-25

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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