Date Received: 2020-08-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was sold to SLS Loan Servicing XX/XX/XXXX, along with XXXX in late fees. XX/XX/XXXX I paid {$790.00} regular payment, {$770.00} past late fees and {$270.00} additional principal. XX/XX/XXXX I paid {$790.00} regular payment and {$270.00}. On XX/XX/XXXX I called SLS to find out why my account was still showing a past due amount and I was told the additional payment was applied to the next months statement and not to the past due as I requested. I have tried numerous times to get this rectified without any success. In addition in XX/XX/XXXX I received an escrow shortage notice stating my new payment starting XX/XX/XXXX would be {$790.00} if I didn't pay the shortage. I didn't pay the shortage and started paying the new amount of {$790.00} but now the mortgage statement is showing an uncollected escrow amount of {$24.00} additional. Again, I have tried unsuccessfully to get this resolved with my mortgage company and I am frustrated as to what to do next.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KS
Zip: 662XX
Submitted Via: Web
Date Sent: 2020-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mortgage Loan # XXXX - Company Name : Specialized Loan Servicing, XXXX XXXX XXXX., XXXX XXXX, XXXX XXXX, XXXX XXXX - Representative Name : XXXX Employee # XXXX. Date : XX/XX/2020 Problem : Mortgage Payments made in Advanced for XXXX and XX/XX/2020 for {$1800.00} for each month. Specialized Loan Servicing ( Collector ) on behalf of XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX, CA. XXXX ; received and processed these two advanced monthly payments to the Principle only, and refused to apply the payments to the months of XXXX and XX/XX/2020 as instructed in writing and posted on the cashed checks. On XX/XX/2020, Specialized Loan Servicing sent us another payment due for {$1800.00} for the Month of XX/XX/2020 ( AGAIN )!! Specialized Loan Servicing ( new loan processor/ collection ) are violating our agreement with the Original Lender ( Mortgage Note attached ) who accepted all our advanced payments and posted them correctly to the following month.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91784
Submitted Via: Web
Date Sent: 2020-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-14
Issue: Incorrect information on your report
Subissue: Public record information inaccurate
Consumer Complaint: I filed a dispute on my credit report for 2 inaccurate statements with my mortgage company saying payment was late on XXXX and XX/XX/XXXX. The dispute came back saying the mortgage loan was discharged through bankruptcy chapter XXXX. My ex-wife filed for bankruptcy after we were divorced and this loan was not included in her bankruptcy and I have never filed bankruptcy. This is inaccurate and needs to be removed my credit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 40014
Submitted Via: Web
Date Sent: 2020-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been trying to purchase a home for a short sale that is located at XXXX XXXX XXXX in XXXX Massachusetts. The seller of the house is XXXX XXXX XXXX, Trustee of XXXX XXXX XXXX. The realtor is XXXX XXXX XXXX XXXX phone number : XXXX Buyer : XXXX XXXX Phone XXXX Loan # XXXX with Specialized Loan Servicing On XX/XX/2019 the realtor, XXXX XXXX, sent in all paper work to Specialized Loan Servicing to the following fax number : XXXX to a person named XXXX for a short sale review. We have never received an approval or denial or any correspondence of the short sale to this date from SLS. SLS employee XXXX, relationship manager, many weeks ago spoke to XXXX on the phone and stated someone dropped the ball & we are going to have this all cleared up in a few days XXXX has made over 100 plus calls to this company, which she has documented the date, times and the person she spoke with. XXXX, the Relationship Manager has never since the initial conversation returned any phone calls to the realtor. When you call SLS number at XXXX you will here this has been approved but when speaking to a person you will be told it is in review. It is now over a year SLS has been reviewing this short sale.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02302
Submitted Via: Web
Date Sent: 2020-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mrtg company sent letter stating I had a lapse in coverage for XX/XX/20 to XX/XX/20. I had previous sent them letters from my insurance company showing no lapse in coverge then they billed me for force placed insurance, they told me they got the letter but charged me anyway.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34683
Submitted Via: Web
Date Sent: 2020-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mortgage was recently sold to Specialized Loan Servicing ( SLS ). Within 45 days of assuming the mortgage, payment in full was made to SLS. The mortgage was paid in full on XX/XX/2020. Immediately thereafter SLS was contacted regarding the return of escrow funds held by SLS, method of payment for the return of the escrow funds, and verification of the address where the funds were to be sent. SLS indicated that a check would be sent to the verified address no later than 15 days from the date of the payoff. In early XXXX I contacted SLS as I had not received payment nor I had I received any correspondence from SLS. I was told SLS had sent the refund check to the verified address on XX/XX/2020. I asked for tracking information and was told they could not provide any. In XXXX I again contacted SLS as I had not received the escrow refund. I was told a stop payment would be put on the original check and a new check would be sent out. On XX/XX/2020 I again contacted SLS as I still had not received the escrow refund check. During that conversation I was told that no stop payment had been placed on the XX/XX/2020 check and that no new check had been sent. I was told that a stop payment would be placed on the XX/XX/2020 check and a new check was being sent out that same day ( XX/XX/2020 ). I asked for the check to be sent via expedited shipping and was told that could not be done. I asked for verifiable tracking information and was told that could not be done. I asked for the amount to be sent via direct deposit and was told that could not be done. I again contacted SLS on XX/XX/2020 as no check was received to date. During the conversation on XX/XX/2020 I was told that a check was not sent on XX/XX/2020, but a check was sent on XX/XX/2020. I asked for verifiable tracking information and was told there was none. I asked for the amount to be directly deposited and was told that could not happen. At that time I advised SLS they were directly in violation of regulations regarding escrow funds to be returned within 20 days and that I was demanding a check be cut, sent over night, and tracking information be provided. SLS was told that if these conditions were not met I would be perusing legal action against them. SLS responded that they would not put a stop payment on the check unless it was at least 30 days old and that they would not send a new check let alone overnight one or provide tracking information. To date no refund check which has supposedly been sent three times has been received. At this time I feel legal action is my only recourse. SLS stated they did not care when told I would be seeking legal action against them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 329XX
Submitted Via: Web
Date Sent: 2020-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Specialized loan Servicing ( SLS ) started servicing my Mortgage less than a year ago and SLS has made several mistakes. If i was not on top of the following mistakes it could cost me more money. I received a frighting letter from SLS saying all my requests were denied and i had two possibilities. one was a quick sale or a deed in lieu and they needed my answer by XXXX XXXX. I'm XXXX and don't want to leave. I called a HUD counselor and he helped me. THE FOLLOWING ARE THE MISTAKES I HAVE CAUGHT SO FAR : 1 ) I found cheaper homeowners insurance and sent the 2 page declaration to SLS. SLS paid the amount on the bottom of the first page and not the total on the second page. I managed to recoup {$190.00}. overpay from the insurance co. SlS is still showing the wrong amount of the Policy on their web site. 2 ) I received a BPO copy from SLS and the assessment left out my garage even with a closeup picture. XXXX ) A HUD counselor advised me to call SLS today. As i was mentioning my concerns to the teller she said i did not have a XXXX Mortgage. I got her to look at XXXX 's website. She returned and said it was overlooked???. 4 ) After ending our call today i received in the mail another BPO duplicate of the first one. I made 4 attempts to send SLS this message but their site kept erasing it. WHAT IS WRONG WITH SLS? I hate the thought of dealing with this company in the future.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33603
Submitted Via: Web
Date Sent: 2020-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Today ( XX/XX/2020 ) I tried to pay my mortgage online as every month. Our servicer was switched without our knowledge from XXXX XXXX XXXXXXXX to Specialized Loan Servicing. They failed to even notify us in time, there were several hick ups which I complained about before but those have been resolved. It is way too hard and COSTLY to make a payment over the phone and with any question about our foreberance plan we never wanted to be in ( we never missed a payment but can't reach anybody over the phone ), I tried to make a payment online. Paying online should not be hard. This awful company required me to change my password. After I changed the password, I was asked to verify my account with a code sent to my cellphone. After I changed my password, and verified the code, I was once more asked to verify yet another code. After that I was asked to write down a 16 digit code for future verification. By that time my blood pressure must have been through the roof. It should not have been this difficult and lengthy to make a payment. So I called them and hit # 4 for technical problems online to make a payment to find out why I had to change my password in the first place. Of course the person on the other line had a heavy foreign accent ( that was to be expected ). It is hard to believe what she told me : if I only log one once a month ( which is hard enough so I don't plan on logging into my account more than once a month ), I have to change my my password and go through the lengthy verification process every time. This is unacceptable. It seems like they want to make it as difficult to make a payment, as possible.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 325XX
Submitted Via: Web
Date Sent: 2020-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage servicing company, XXXX XXXX XXXX, is supposed to pay my homeowner 's insurance out of my payment. Last XXXX, I received a notification out of the blue from my homeowner 's insurance saying that it hadn't been paid. When I called to find out more, it turned out that it hadn't been paid for ONE FULL YEAR. When I logged on to XXXX XXXX XXXX XXXX website, it listed my insurance provider as " homeowner 's insurance ''. When I called XXXX, the operator said that there was a notation on my account from the previous year saying that the check they sent had been returned. That was the last notation on the account, with no follow-up. The next time I called, they had a completely different story, saying that they had paid my insurance company and couldn't explain why I had no insurance. Despite my account clearly showing that they knew I was uninsured, they never apologized or admitted wrongdoing. At the time I was too busy trying to secure new insurance coverage, but I did lodge a complaint with the XXXX XXXX XXXX so that there would be a record of this behavior.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60201
Submitted Via: Web
Date Sent: 2020-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/2020, our mortgage company was XXXX XXXX XXXX XXXX ( XXXX ). During this same time period XXXX advised our mortgage was being sold to Specialized Loan Servicing ( SLS ) and we would be contacted by SLS regarding future mortgage payments to them ( SLS ). On XX/XX/2020, we made our XX/XX/2020, mortgage payment of {$2400.00} to XXXX. XXXX records show the payment " cleared '' the bank and was paid on time. About mid to late XX/XX/2020, we received thee letters from SLS regarding our new account. The first letter dated XX/XX/2020, was a " Notice of Servicing Transfer '' advising our loan had been transferred from XXXX to SLS effective XX/XX/2020. The letter further stated as of XX/XX/2020, XXXX would no longer be accepting payments received AFTER XX/XX/2020. The same letter also advised to send payments due " on or after XX/XX/2020 to SLS. '' NOTE : Our XX/XX/2020 payment had already been made and accepted by XXXX on XX/XX/2020. Our next mortgage payment wasn't due until XX/XX/2020. The second SLS letter dated XX/XX/2020, acknowledged we were on an automatic mortgage debit agreement with XXXX and beginning XX/XX/2020, the automatic debit agreement with XXXX was not transferred to the new mortgage with SLS. The same letter contained basic information on how to set-up a new automatic payment method. The third letter dated XX/XX/2020, a " Payment Options '' letter, contained additional information regarding the different payment options SLS offered. Based on the letters we received from SLS, we attempted to set-up the new automatic debit account with SLS. At this time we learned that SLS records showed our XX/XX/2020 payment was still due. Because of the miscommunication and contradicting dates between XXXX and SLS we were unable to set-up the automatic payment and contacted a customer service rep with SLS. During our initial conversations with SLS, they assured us our XX/XX/2020 payment would eventually be posted on our new SLS account as soon as it was transferred from XXXX. We were also advised we wouldn't be able to set-up the new automatic mortgage debit until the XX/XX/2020 payment was located. I would note that as of XX/XX/2020, all mortgage payments have continued to be made in a timely manner to SLS. On XX/XX/2020, we contacted SLS and spoke with customer service representative ( CSR ) " XXXX '' reference the XX/XX/2020 payment. " XXXX '' advised the XX/XX/2020 payment had been located and our account would be updated within 24-hours. On XX/XX/2020, we spoke with CSR " XXXX '' in an attempt to confirm the XX/XX/2020 payment posted and our account had been updated. CSR " XXXX '' advised the account still had not been updated and the information related to our XX/XX/2020 payment was sufficient evidence according to SLS records. " XXXX '' also stated she was going to open a " ticket '' to further investigate the XX/XX/2020 payment. On XX/XX/2020 we recontacted an SLS CSR reference status of the XX/XX/2020 payment. The CSR requested we fax bank statements from XXXX and XX/XX/2020, as proof the XX/XX/2020 payment had in fact been made. We paid a fax service and forwarded the information as requested. NOTE : the bank statement dated XX/XX/2020 to XX/XX/2020, shows the XX/XX/2020 mortgage cleared the bank on XX/XX/2020 and was marked with an asterik next to the item to assist in recognizing the payment. In a follow-up phone call to SLS, a CSR ( unknown name ) informed us they still hadn't received our fax. Again, we paid a fax service and forwarded the information a second time. On XX/XX/2020, we spoke with SLS CSR " XXXX '' reference receipt of the second fax. " XXXX '' stated they received the fax of the bank records ; however, because of the penciled-in asterik next to the XX/XX/2020, entry showing proof of the XX/XX/2020, mortgage payment the statements were void. For the third time we paid to once again re-fax the very same information after erasing the pencil mark. Again, a " ticket '' would be opened to investigate further. NOTE : when asked how long the process would take before we got an answer, we were advised by different CSR 's that it would take anywhere from seven to ten days for a response. We were even advised the process could take up to eighty-four days. On XX/XX/2020, we spoke to four different SLS CSR 's reference this on-going problem that absolutely no one has been able to resolve. The first conversation was with " XXXX, '' who assured us he was going to send us an updated statement on this same date. " XXXX '' failed to follow through with his promise. Next, we spoke with CSR " XXXX '' ; however, the call disconnected. We then called SLS after being disconnected with " XXXX '' and had the unfortunate pleasure to talk to CSR " XXXX. '' " Jamela '' absolutely did NOT want to listen to anything we had to say as she attempted to talk over us and inform us SLS has been trying to contact us unsuccessfully on several different occasions reference our mortgage being delinquent according to SLS records. Never once in our brief conversation did " XXXX '' stop to listen and address the issues we were attempting to resolve. Eventually " XXXX '' simply hung-up on us. This was the second time one of the SLS CSR 's have hung-up on us during conversation. Immediately after the failed conversation with " XXXX '' we spoke with " XXXX '' and requested we be contacted by a supervisor as soon as possible. On XX/XX/2020, at XXXX XXXX ( pacific ) an SLS supervisor telephoned my wife, who was in the check-out line at the grocery store. The supervisor agreed to call me personally right after hanging-up according to my wife 's message. I never received a call back from the supervisor. Over the next several days we played " phone tag '' with supervisor " XXXX '' with zero results at which time we began the complaint process with cfpb. In summary, on XX/XX/2020, we made our XX/XX/2020 mortgage payment to XXXX in good faith and they accepted our payment. It wasn't until mid-XX/XX/XXXX, we received three SLS letters advising XXXX would no longer be accepting our payments after XX/XX/2020 and to " Send all payments due on or after XX/XX/2020 to SLS. '' Our XX/XX/2020 payment had already been made on XX/XX/2020 and the SLS letter was dated XX/XX/2020. As of today 's date, XX/XX/2020, in addition to the XX/XX/2020 mortgage payment being lost in the SLS abyss, we are now being charged with late fees of {$130.00}, which we have been including with our mortgage payments to SLS. In closing, we have been working diligently as responsible home owners in every capacity within our control to resolve this issue. We have complied with every request for records and have re-sent records SLS claims they haven't received. We are now entering six-months that this problem has existed and is currently unresolved. furthermore, SLS ' failure to properly address this issue in a timely manner has caused undue stress, anxiety and emotional issues. SLS has proven to be unprofessional, unconcerned in some cases incompetent and worst of all unethical. All documents mentioned above will immediately be provided following this complaint due to the fact we are unable to upload at this time. Respectfully submitted
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92506
Submitted Via: Web
Date Sent: 2020-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A