Date Received: 2020-07-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Refinanced two loans recently, all went well until it was transferred to Specialized Loan Servicing. The have serviced my account for almost ~4 months and only gave me one call, to inform me I had not paid my mortgage. However they had not sent out any paperwork to me, informing me of where/how/when to pay. Upon inspecting the bill, I noticed they did not have any escrow set up for taxes and insurance - which was something we asked for specifically. Attempted to call them, which leads to no answer after a mandatory ~8 minutes robot prompt maze, then a statement saying you will be called within 72 hours. After completing this processes multiple times over the course of two weeks, I finally got a call back. This person stated we will be all set up and not to worry. Escrow is set up and we will be fine to not worry about taxes or insurance. Awesome, right? Nope. I've now received a call from my insurance company that my payment has lapsed and I have no insurance. Calling SLS, after going through all the prompts and waiting for a call back -- I'm told " oh we only set it up for one of your accounts two months ago, but it isn't done yet. you should call a different department, the escrow one ''. Call escrow department, " no sorry, we won't pay your insurance you have no escrow, you need to call back the people you just spoke with ''. Get a call back from them a few hours later " no we can't do anything, but I asked escrow to set up your escrow. '' Now I've paid my insurance, and my late fee. However the company has yet to call back or email back about what has happened, or if my accounts are promptly set up. When I call, it still states that my phone number belongs to an account " we have no transferred yet ''. After chatting with the latest customer representative - they said I now need to email XXXX and ask them for an answer, because no one who answers a phone will know. I also need to re-explain everything to them, as they don't have access to my account information or any ticketing systems, and they " may '' do something. This was seven business days ago at this point - and no reply, not even an automated one has been sent.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94607
Submitted Via: Web
Date Sent: 2020-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To : Specialized Loan Servicing LLC/CMC Funding XXXX. XXXX XXXX XXXX, CO XXXX I am writing to request correction of the error described below in regard to the mortgage on my property at : XX XXXXX Road, XXX XXX, XX XXXXX. I have been notified by the XXXXXX County Treasurer that your company failed to pay the following expenses from my escrow account : Property taxes : in the amount of {$1200.00} which was due on XX/XX/XXXX. I have been notified by the XXXXX County Treasurer that there are now late charges in the amount of {$24.00} and total accrued interest of {$17.00} XXXX as of XX/XX/XXXX ) for a new total due of {$1200.00} by XX/XX/XXXX. I fully expect Specialized Loan Servicing LLC to pay this added expense on our behalf. Please remit payment to : XXXX County Treasurer PO Box XXX XXXXXX XXXX, XX XXXXX A property tax lien is pending on our property and will go into effect as of XX/XX/XXXX if you do not, once again, remit payment on time. Please properly disperse the funds that we have already paid to you from our escrow account to the XXXXXX County Treasurer. We have called multiple times in an effort to get you to pay our taxes from our escrow account before the due date was passed. These calls were placed from XXXX through XXXX in an effort to seek a resolution. Our property and names have been published in the local newspaper as delinquent taxpayers due to your negligence and breach of fiduciary duty. This error needs to be addressed well before the deadline of ten days.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MT
Zip: 598XX
Submitted Via: Web
Date Sent: 2020-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX of 2020 I requested a Mortgage Forbearance for my loan being serviced by Specialized Loan Servicing. I was approved for the forbearance for XXXX, XXXX and XXXX. Per the conversation I had with the customer service rep, I was to go online at the end of XXXX and request and extension to the forbearance if was needed. On XX/XX/XXXX I requested at forbearance extension. On XX/XX/XXXX I received a letter saying that my request made on the phone on XX/XX/XXXX for a loan modification was approved and my missed payments for XXXX and XXXX would be added to the end of my loan. I NEVER REQUESTED A LOAN MODIFICATION LET ALONE APPROVED ONE. I have since called Specialized Loan Servicing every week asking for them to reverse the loan modification and process the extension. Every time I called they acknowledged that I never made the request for a modification, that this " was very odd '' and they would escalate to their supervisor. After the forth time my call was no longer being answered by SLS, but was now being forwarded to Bankruptcy Specialists because my loan was now in default. EVEN THOUGH MY ORIGINAL FORBEARANCE AGREEMENT INCLUDED XXXX. Additionally I have now requested my original loan forbearance agreement 3 times. Each time they promise that it's being sent by mail and I have never received it. What are they hiding? After my 7th call, now speaking with Bankruptcy specialists I was finally told that the investors in my loan were not accepting additional forbearance extensions. Today, XX/XX/XXXX I was told that my loan 's investors were XXXX XXXX XXXX XXXX XXXX for XXXX XXXX XXXX XXXX. I attempted to call XXXX XXXX XXXX, but they had no record of my loan. I could not find any contact information for XXXX XXXX XXXX XXXX to contact them. I feel this is explicit Mortgage Fraud. I never agreed or requested a Loan Modification and I certainly would not have agreed to anything that would have taken me out of forbearance a month early. I believe they are trying to make me default on the loan purposely.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91607
Submitted Via: Web
Date Sent: 2020-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX I am pay in full with all my mortgage payments from XXXX XXXX to XXXX I have been SAYING and REQUESTING THAT THIS COMPANY have been Submitting a request over the phone from me ALMOST everyday since XXXX XXXX. I HAVE ALSO BEEN ASKING for Specialized Loan Servicing cashier department to fix there web page to document all my payment as mortgage payments PAY IN FULL SO IT show that I am current from XXXX XXXX to XXXX. And all I get is a run around I been asking to SPEAK to the person who is in charge of the payment department and THEY KEEP TELLING ME THAT DEPARTMENT DON'T TAKE PHONE CALL. All they do is put ANOTHER request in FOR ME TO HAVE A SUPERVISOR CALL ME BACK time after time. THE person WHO call me BACK can't do anything WHO IS NOT A SUPERVISOR EITHER SHE OR HE CALL BACK, JUST TO tell me they will submit another request in. THE CLIENTS FOR THIS MORTGAGE CO.NEED TO GET SOME PEACE OF MIND INSTEAD OF MORE PROBLEMS. CAN YOU HELP US. WHAT WE DON'T NEED TO get is another incompetent, unprofessional BLAH BLAH BLAH OR OUR PHONE CALL GET HUNG UP ON, AND WE HAVE TO CALL BACK AND GO THREW THE SAME OLD INCOMPETENCE AND UNPROFESSIONAL SERVICES ( NO SUPERVISOR FROM THE PAYMENT DEPARTMENT. NO CORRECTION ON OUR MORTGAGE PAYMENT AND ON THE TRANSACTION AND HISTORY. IF THE CFPB PUBLISH THIS DESCRIPTION ON THERE WEB PAGE EVERYONE WHO IS AFFECTED IN THIS WAY NEED TO FILE A COMPLAINT WITH THEM.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX, I refinanced my mortgage with XXXX XXXX. At some point, I decided to pay my mortgage by Electronic Funds Transfer. In XXXX, I was having XXXX XXXXXXXX, and asked for paper billing. I received paper billing, along with a letter stating that I had been paying my mortgage on 2 bills. XXXX XXXX, then stated that I would be given the newer number, dropping the first mortgage. After a couple of months, XXXX XXXX changed my mortgage lender to Specialized Loan Servicing. I continued to pay my mortgage to Specialized Loan Servicing. When I decided to refinance this past year, I was told that there was no record for between 10-24 months, of my Mortgage being paid. I contacted CPFB, and requested that my account be brought up to date, and that my payments be reflected. At this point, I feel that XXXX XXXX absolutely did the wrong thing when they duplicated my mortgage payment, and that is grand theft. I also feel that Specialized Loan Servicing, by not making note of my payments, for 10-12 months, also negatively effected my credit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/2020 To Whom it May Concern : This is the 2nd complaint Ive had to file with CFPD because SLS never completed the corrections they stated they were going to make to resolve the first complaint ( First complaint ID # XXXX ). In their settlement response it lists all the payments they were going to correct, then it states : In addition, SLS reversed a property inspection fee of {$11.00} and a previously collected late fee amount of {$160.00}. These funds were added to the unapplied funds of {$840.00} for a total of {$1000.00}. These unapplied funds will be applied to the XX/XX/2020 contractual monthly payment when the balance of the payment ( {$820.00} ) is received. This settlement statement was not made available to me until XX/XX/XXXX. I had already made my XXXX payment of {$1700.00} on XX/XX/XXXX and had also already sent my XXXX payment of {$1700.00} before I received the notice. Since I still shouldve had a credit of {$1000.00} as stated in SLS response, I sent {$740.00} on XX/XX/XXXX ( the ACTUAL amount due rather than the incorrect amount of {$820.00} as stated in their response ), to complete my XX/XX/XXXX mortgage payment. This shouldve completed all actions SLS agreed to and wouldve balanced by account. On XX/XX/XXXX I sent {$1700.00} XXXX the newly adjusted payment due to increase in escrow XXXX to satisfy XXXX payment, and on XX/XX/XXXX I sent {$1700.00} to satisfy XXXX payment. SLSs monthly statements ( included in the attachments ) never showed the credit indicated in their settlement response. In fact, XXXX statement indicated the total amount due was {$4000.00}, XXXX statement amount due was {$3600.00}, XXXX was {$4700.00}, XXXX was {$4700.00} and XXXX is {$3800.00}. In addition to these statements, I received 13 courtesy reminder letters between XX/XX/XXXX and XX/XX/XXXX telling me that my mortgage loan is in serious default, including a Notice of Default and Intent to Foreclose ( see attached ) dated XX/XX/XXXX! On XX/XX/XXXX I mailed and faxed SLS a letter explaining their errors, asking them to please apply the funds correctly. I received their response dated XX/XX/XXXX, which continued to blame the previous servicer for incorrectly applying funds to principle before the loan was transferred and tried to justify why they will not apply my payments as Ive requested. ( see attached ) In an effort to keep this professional I will refrain from detailing my frustration and complete lack of confidence in how my money is being so fraudulently handled by this company. Please help. Ive been trying to refinance for months now and Ive already lost so much money because of their continued dishonesty. Thanks in advance for any help you can render.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84123
Submitted Via: Web
Date Sent: 2020-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-21
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: Specialized Loan Servicing LLC failure to MOV, pursuant to FCRA 611 [ 15 U.S.C. 1681i ] and FCRA 609 [ 15 U.S.C. 1681e ], within the time set forth bylaw
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 482XX
Submitted Via: Web
Date Sent: 2020-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: For almost 2 years after my husbands death I tried to talk to the company Specialized Loan Servicing. They would only say I wasnt on the loan, and then before foreclosure they said to fill out loan application, which I did and sent it back, they then tell me it was received to late. I filled it out the day I received it and mailed it the next. I have been reading about this loan and what was done to my husband at a time he was very ill and loosing his business. The loan was transferred, modified and now has a deferred payment ... these are illegal if the person asking for the help is in the financial and health problems he was. This is a XXXX XXXX ... XXXX XXXX mess ... by XXXX XXXX guide lines this was all fraudulent ... they never verified anything, plus it was all sent to a PO Box which was illegal by XXXX XXXX guidelines and that I had no access to. I was unaware of everything from his business to the loan on this property ... He had nothing and they New it, I owned half but they didnt care.. Please help me not th loose my home and see how all of this was fraud ....
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37013
Submitted Via: Web
Date Sent: 2020-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced my home through XXXX. Before the first payment 's due date they sold the loan and sent me a letter that Specialized Loan Servicing is now servicing my loan. It was not clear who the new lender is until I received a letter from XXXX XXXX. I contacted Specialized Loan Servicing and made the first payment on XXXX for XXXX payment so I can set up the account for bi-weekly payments. The account got set up for bi-weekly payments and the first bi-weekly payment was applied on XXXX, meaning they took the money from my checking account. But Specialized Loan Servicing is holding my bi-weekly payments in a " separate account '' until they collect the second payment. I contacted Specialized Loan Servicing few times about this and the last time was XXXX to ask why. They said this is their practice! XXXX XXXX 's letter ( attached ) also indicates that they do NOT accept partial payments. This was however NEVER disclosed to me by XXXX who refinanced my home. XXXX XXXX XXXX practice is preventing me from accelerated pay off. My previous lender didn't have this questionable practice. Here 's my first question : Is this practice lawful? This could result in a class action lawsuit. My second question is, why XXXX never disclosed to me that my bi-weekly payments will be held in a separate account until the 2nd payment gets collected which defeats the purpose of bi-weekly payments? I was very clear to XXXX that bi-weekly payment is a requirement for me. They said it's supported. But this form of bi-weekly payment is a joke! The lender is basically preventing the me to make accelerated payments while it's collecting interest every day. Wow!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94506
Submitted Via: Web
Date Sent: 2020-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have applied for a short sale multiple times. Each time, the servicer has advised they " didn't get to our request '' until the very last day their timelines allow, and they declined our application for missing documents that we were never notified of. This has happened twice so far, and each time the " missing document '' is something that does not apply to us. I have received no missing document letters and my real estate professionals who call in repeatedly are told that there are no additional documents needed, until the very last day they are told something that wasn't requested is missing and there isn't enough time to request it, so they have to just decline our application and we have to start over. The first time, SLS advised the missing document they failed to tell us about was a letter of damages to the property, of which we were never previously asked for. The second time, they advised the missing documents were pay stubs, despite the fact that we do not hold employment. My real estate agent 's office was told on XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX, XXXX, and XX/XX/XXXX that we had no missing documents for our short sale. Then, abruptly, on XXXX we were told that the processor had just determined later on XXXX that we were missing pay stubs and the file had to be immediately declined because they ran out of time to let us know. Again, there are no pay stubs to provide as we are unemployed. Our file was declined unjustly and in error for SLS to cover up their own short comings on the time it is taking them to review loss mitigation requests.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: 39465
Submitted Via: Web
Date Sent: 2020-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A