Date Received: 2020-07-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of 2019 my mortgage payment increased by a small amount due to changes in escrow. I was unaware of this change and so I underpaid by about {$280.00}. As soon as Specialized Loan Servicing notified me, I sent in XXXX payments of {$140.00} to cover the difference. This was in XXXX of 2019. I was notified a few months later that my mortgage account was XXXX month behind. I called customer service and when they looked into it they said the XXXX payments of {$140.00} I sent in XXXX had been improperly applied to priniciple rather than to my loan payment. So the original XXXX short ) payment is sitting in an accout somewhere as if I never paid XXXX month. They said they would fix it. They did not. Since that time I have called XXXX times to try to get the money applied properly. Each time they said they would open a ticket to get it fixed. Meanwhile, my credit score has been badly damaged because of this. It looks like I have been a month behind on my mortgage payment since XXXX of 2019. When I called again today they told me there is nothing they can do -- that the money can not be moved back and applied to to my payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84604
Submitted Via: Web
Date Sent: 2020-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-28
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: Debt contested in writing received by SLS on XX/XX/20. Never validated date. Did acknowledge receipt of written dispute in writing stating they were reviewing the case ) see included documents ). Since the time the debt was disputed in writing SLS has called and written hundreds of times. Eventually I had to block the phone number. They were informed that both my wife and I are XXXX and under the care of several XXXX MDs and that we are in an extremely XXXX state. Instead of respecting a protected class, they harassed and abused us constantly while never validating the debt. The communications received from SLS from day one have been contradictory to other communications. Instead of validating the debt, they told me via email 65 ( maybe a slight exaggeration ) that the account was approved for forebearance - something I never asked for as I do not owe this money AND SLS has violated every law and regulation protecting consumers from unscrupulous actors taking illegal and actionable steps. Yesterday they decided to place a 150 day late mark on my XXXX account causing a drop of XXXX points. Per my XXXX credit monitoring and scoring, all my scores were above 800 before this happened. All my debts are paid, most long before they are due including all mortgages, credit cards - except my wifes that Im a signer on but do not know about whether shes making payments in full or not. Ive worked extraordinarily hard to build up my credit after suffering a Great Recession business ownership driven personal bankruptcy. Theyve sent via various methods, hundreds of contacts since the debt was disputed in writing and acknowledged in writing by SLS. But not one of those contacts was them validating the date. Happy to provide additional detail as required but my physical limitations resulting from wrong level XXXX in my XXXX XXXX ( XXXX XXXX planned, XXXX and a half ) cause XXXX XXXX XXXX which in turn quite strong XXXX XXXX and other meds with a host of horrible side effects including an inability to XXXX for more than ten minutes or so say a time. Ive reached that point and fear theres still more to go to finish the complaint. Please dont hesitate to contact me for any additional info needed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85207
Submitted Via: Web
Date Sent: 2020-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan servicing company Specialized Loan Servicing is going to report negative information to the credit bureau due to utilizing COVID-19 payment deferral on my Federally guaranteed mortgage. Our payment deferral ends XX/XX/XXXX and in order to avoid any negative information being reported I must pay the full balance owed. This is not what the provider told me when I signed up for the deferral. At the time they explained at the end of the 90 day period they would break up the amount owed over 6 months and as long as we made the payment no negative information would be reported. Now they are claiming that since I will no longer be in a forbearance but a repayment plan that they must " report accurately '' the status of the account showing I am 90 days late but also in a repayment plan. Basically they are violating the Federal Law which prohibited reporting of negative credit information due to COVID. Specialized Loan Servicing is a HORRIBLE organization. You want to speak to a supervisor you have to wait days for them to call you back. They should not be allowed to manage Federally guaranteed loans. I do not want my credit damaged simply because we postponed our payments for 3 months and they told us at the time that they would provide repayment options that would allow us to repay the funds without damaging our credit. Now they are changing their story and basically our credit will be damaged.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76063
Submitted Via: Web
Date Sent: 2020-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-28
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: On XX/XX/XXXX, Specialized Loan Servicing Reported my mortgage as " closed at Consumers Request ''. My mortage is current and I did not request the account to be closed. This company continues to retaliated against me by reporting erroneous information to my credit file. Please see attached supporting documentation which includes a copy of my XXXX Credit file and my account status with SLS as of today ( XX/XX/XXXX ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 46614
Submitted Via: Web
Date Sent: 2020-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: It was in XXXX of XXXX XXXX XXXX XXXX sold my Line of Credit to Specialized Loan Servicing. At first it seemed ok but, when I tried to create an online account to make payments they also, told me ( and laughed at me ) my loan is in bankruptcy and I didnt know what I was talking about. So, I mailed them and their attorney copies of the plan. Then, after 2 months they finally acknowledge I am paying and sending regular statements, I find ... they have misapplied my payments beginning with XXXX, which was received by XXXX on XX/XX/XXXX, being that the loan was transferred on XX/XX/XXXX making the first payment due to SLS XXXX. After months of endless phone calls, faxes, emails, and documents being mailed ... being told over and over on recorded phone calls we see the error and we will get it fixed, nothing changes. Nothing! XXXX XXXX would not help! In XX/XX/XXXX, I called XXXX XXXX again and that is when XXXX told me about Boss Law. XXXX XXXX XXXX claims that service was transferred to XXXX on XX/XX/XXXX due for the XX/XX/XXXX payment. Also, that SLS is unable to comment on the servicing of the account that occurred with the prior servicer. Yet, they claim to know my payment was for XXXX when it was for XXXX! There is one reason they may claim an amount was due for XXXX of {$28.00} which XXXX did not receive until XX/XX/XXXX. But, that was forwarded to them, they have it in their records! Once they even tried to claim it was the XX/XX/XXXX payment that was late, since it was the same payment amount. Here is a simple history of what happened : XXXX - {$520.00} recd XX/XX/XXXX XXXX XXXX - {$520.00} recd XX/XX/XXXX XXXX + {$28.00} recd XX/XX/XXXX XXXX = {$540.00} XXXX - loan transfer XX/XX/XXXX to SLS XXXX - {$530.00} recd XX/XX/XXXX SLS XXXX - {$530.00} recd XX/XX/XXXX SLS + {$48.00} recd XX/XX/XXXX SLS = {$580.00} XXXX - {$530.00} recd XX/XX/XXXX SLS XXXX - {$540.00} recd XX/XX/XXXX SLS XXXX - {$520.00} recd XX/XX/XXXX SLS XXXX - {$500.00} recd XX/XX/XXXX SLS The reason for payments being in 2 payments is because I didnt always know the current amount due. XXXX - {$500.00} recd XX/XX/XXXX SLS XXXX - {$500.00} recd XX/XX/XXXX SLS XXXX - {$490.00} recd XX/XX/XXXX SLS XXXX - {$480.00} recd XX/XX/XXXX SLS XXXX - {$440.00} recd XX/XX/XXXX SLS XXXX - {$450.00} recd XX/XX/XXXX SLS I will continue with this when I receive the statement for XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34677
Submitted Via: Web
Date Sent: 2020-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On the morning of XX/XX/2020, I called Specialized Loan Servicing LLC to request a XXXX Month Covid-19 Forbearance under the Cares Act, as they are supposed to be my loan servicer ; yet, my call was automatically transferred to a third XXXX XXXX Bankruptcy XXXX. The representative at Specialized Loan Servicing said that I was as being transferred to the bankruptcy department of Specialized Loan Servicing, but National Bankruptcy Services is a separate company. I was unaware that XXXX XXXX XXXX was servicing my loan. I was. Not notified by anyone of this reality. In addition, every time I call Specialized Loan Servicing, my call is automatically re-routed to XXXX XXXX XXXX. Also, I have been denied access to my home loan account. I created an account online, but when I sign into my account, it says my account is not viewable.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 945XX
Submitted Via: Web
Date Sent: 2020-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Back in 2016 my HELOC was sold to Specialized Loan Servicing and I had no idea it was leaving XXXX XXXX XXXX. We got a letter months later after even making payments to XXXX XXXX XXXX but the loan had without our knowledge sold to SLS. A month after we found it was sold, we began to send our payment electronically per a letter that came later. We thought all was good until we noticed that SLS was sending our payments back to our credit union. We called them and they said that the amount was not sufficient and that we had missing payments. We again tried to send payments of {$490.00}. but they would not accept them. At this point we were going back and forth with the reps on the telephone about our payment returns and they had no idea of what we were talking about. Again the payments came back and no one knew what we were talking about, but our Credit Union showed the money being returned. This went on for a few months and we tried to contact XXXX XXXX XXXX to get them involved and ask why the payments were being returned. At one point a person we got on the phone said they had no record of our account! We became so exhausted with lack of response, no response and different responses from SLS and XXXX XXXX XXXX not helping and accepting payments, not sure if we had an account that we fell far behind in payments. As time went on with lack of any answers we had severe life changing events, taking care of XXXX XXXX and XXXX XXXX. This began to drain us financially and took a horrible hit on our finances. We had to support all 3 financially. We also had major septic water issues to our home and had to put this on a credit card in the amount of {$10000.00}. We had to deal with medical issues ( XXXX ), which caused lack of work for a period of time. We informed SLS of all of these issues through letters and verbally. This was in hopes of a smaller settlement to just be done or a small settlement. At this point we are so far behind but still current on our 1st Mortgage with XXXX XXXX XXXX.h We have been working with a non-profit helper to be a communication between us and SLS for the past few years. Again, when you call you get different people all the time with different answers and no one has any idea where our paperwork is for modification. We get phone calls and the person on the phone has no idea of any paperwork or they say it's being looked at but they don't know who has it. We never never get anyone who can tell you what the process is for any modificaiton we have asked for. One day a few months back a letter showed- ups asking for {$20000.00} in a certified check. We called to let them know that we did not have such a large amount of money but we would be willing to take a loan out against our 401K to give them half of this to just bring the loan to a close. This was all that we had to give despite the fact that it would clean us our financially we were willing to just do this to close the loan out. We are now both getting ready to retire and our income will drop drastically. All that we're seeking to do is to pay them atleast a third of what we owe just to end this entire situation. We don't deny we owe the money but SLS is one of the most horrible companies we have ever had to encounter. The calls are non-stop and they refuse to make any sort of arrangement that will atleast allow for the debt to be removed. All that we ask is to pay them a 3rd so that we can cut all ties and move forward. We are now in critical times and money just to eat, pay utilities, keep a roof over your head and stay live is a priority more than ever. Taking one thing off your plate is all that most want to do. We are asking assistance to get a much lower payoff to end our dealing with a company which refuses to even acknowledge our pleas of settlement. We hope that you can be an advocate to assist with this issues with SLS
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20721
Submitted Via: Web
Date Sent: 2020-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was sold from XXXX XXXX after I applied for a loan modification to SLS XXXX XXXX. I was told by a phone call to XXXX XXXX that nothing would change with my loan. Attached you will find the letter that was sent by XXXX XXXX where in paragraph # 2 states " rest assured, this transfer does not affect any terms or conditions of your mortgage other than those directly related to the servicing of your loan, SUCH AS WHERE YOU SEND YOUR PAYMENTS. '' XX/XX/XXXX I checked online ( my account is paperless ) and I noticed there was a different amount than what I was told. I further saw fees being assessed in the amount of {$25.00}. I called and I was told that SLS charges {$25.00} every time someone checks your account for the balance. I asked if I could refute these charges and that XXXX XXXX never charged those fees and I was told my loan would not change when it was switched. I was advised that I could send a letter to refute the charges. I sent and faxed a letter XX/XX/XXXX ( letter attached that was sent ). XX/XX/XXXX I was sent a letter stating a correspondence was sent to the wrong place. I sent it again to the new address. I have never received a response. I called XX/XX/XXXX and requested a call back. Noone ever called back I called XX/XX/XXXX and they advised me my request was denied. I checked the website and there is no denial letter in my documents nor did I receive one via mail. I now received a letter that someone has been assigned to my account due to being behind. I am not behind and I am current. SLS should not be able to charge me due to XXXX XXXX did not charge me. I would also like my due date changed back to the date it was with XXXX XXXX. 1. XXXX XXXX said there would be no changes 2. the due date is the XXXX now and was the XXXX with XXXX XXXX 3 . I would like all fees removed XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. 4. They have refused to modify my loan, take a short payoff, or refinance. I offered them the amount of the loan I purchased it for in XXXX and they refused. Document attached showing they denied the short pay off.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 913XX
Submitted Via: Web
Date Sent: 2020-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Specialized Loan Servicing might have violated federal law by giving me a monthly payment I can not afford. I am a retired senior citizen. My only income is retirement. Specialized Loan Servicing has all my financials. Specialized Loan Servicing knows my total monthly income. Specialized Loan Servicing proposed a loan modification payment. Specialized Loan Servicing proposed a monthly payment that I clearly can not pay. After I defaulted on the first payment, Specialized Loan Servicing is trying to take away my house. Please Help!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93215
Submitted Via: Web
Date Sent: 2020-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-24
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Specialized loan servicing ( SLS ) bought our line of equity account. We paid the account off XXXX XXXX. We've received 2 additional monthly statements showing XXXX balance and the wording " If your loan does not have an outstanding balance, please disregard this notice. '' While checking to find out why the statements continue I called SLS on XX/XX/XXXX XXXX, spoke to " XXXX '' teller id XXXX, who informed me that I need to request a payoff statement ( that will cost {$25.00} ) and additionally because we didn't request this two months ago additional costs will be added. We never received instructions about requesting the payoff statement and never was informed why we now owe an additional {$8.00}. I requested many times to talk to a supervisor but XXXX informed me on XX/XX/XXXX that no supervisors wanted to talk to me. Therefore I do not believe SLS will work with me to resolve this issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92557
Submitted Via: Web
Date Sent: 2020-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A