Date Received: 2020-07-07
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I've been trying to refinance my 1st mortgage for a few months now. I was approved on XX/XX/XXXX. SLS ( Specialized Loan Servicing ) services my 2nd mortgage so in order to refinance my 1st loan, they need to subordinate. When we requested the subordination we were told that the investor doesn't allow for subordination and that we would be able to find that wording in our original note. Well, we looked and it doesn't say that so it's now months later and we still do not have any resolution. We are told that someone will get back to us but no one ever does.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08005
Submitted Via: Web
Date Sent: 2020-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I called Specialized Loan Servicing LLC ( SLS ) at XXXX at XXXX EST, on XX/XX/2020, to state that I would be switching homeowners insurance companies from XXXX XXXX XXXX XXXX to XXXX XXXX . The SLS rep told me to call their escrow line at XXXX. I did so at XXXX XXXX EST, and I requested that no payment be made from my escrow account. I was assured the payment of {$1300.00} had not, and would not be processed to XXXX XXXX XXXX XXXX. Today, XX/XX/2020, I received an e-mail from Specialized Loan Servicing LLC which stated that they had made the payment of {$1300.00} to XXXX XXXX XXXX XXXX. Specialized Loan Servicing LLC, through its incompetence, has stolen {$1000.00} ( the payment caused a negative balance of {$280.00} ) from my escrow account. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29440
Submitted Via: Web
Date Sent: 2020-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: For the past couple of weeks I have not been able to logoin to sls.net to see my mortgage. Specialized Loan Servicing customer service is not equipped to assist. They make you hold forever and have no answers. I get the below error message from XXXX browser as I attempt to login " Network error. Please try again later. '' I understand this could be a temporary issue but for weeks on end with no communication? Other browsers will not even connect to the login website such as XXXX XXXX and XXXX XXXX. Here is the error from XXXX/XXXX browser " Your connection is not secure The owner of www.sls.net has configured their website improperly. To protect your information from being stolen, XXXX has not connected to this website. Learn more Report errors like this to help XXXX identify and block malicious sites ''
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84005
Submitted Via: Web
Date Sent: 2020-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: For weeks I have tried to login to my account. The website keeps providing the message " Network error. Please try again later. '' This message is received after entering my user name, answering the challenge question and providing my password. This is preventing me from managing my account online and as a result I have to send payments through my bank 's bill pay option.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 64063
Submitted Via: Web
Date Sent: 2020-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This complaint is related to previous complaints that I submitted to the CFPB on XX/XX/XXXX ( Complaint # XXXX ) and on XX/XX/XXXX ( Complaint # XXXX ). After I submitted the first complaint, the company, Specialized Loan Servicing ( SLS ) replied with an unacceptable response and failed to correct the problem that it created. CFPB suggested that I submit a second complaint, so I did so on XX/XX/XXXX. I am waiting to receive a response from SLs regarding my second complaint. On XX/XX/XXXX, I contacted SLS directly regarding a notice that I received from the company dated XX/XX/XXXX. The notice was a Notice of Default and Notice of Intent to Foreclose. According to the notice, my mortgage is in arrears. That statement is incorrect. I have never been 30-days past due on my mortgage. When I contacted SLS on XX/XX/XXXX, I spoke with a representative named XXXX in the Escalation Department at ( XXXX ) XXXX. After reviewing my account, XXXX confirmed that an escrow account for my hazard insurance was created for me in error by Specialized Loan Servicing and that a portion of my XX/XX/XXXX mortgage payment was applied to that escrow account, thereby reducing the mortgage payment that I made in XXXX. My XX/XX/XXXX payment was then placed in suspense because the remaining funds of my mortgage payment could not be applied. The same processing error occurred again in XXXX of XXXX, when I made my usual, ( and correct ), mortgage payment. The representative acknowledged that I am not in default of my mortgage and that Specialized Loan Servicing will need to remove the escrow account that it created in error and reverse any payments and charges that were erroneously applied by SLS, so that my XXXX and XX/XX/XXXX mortgage payments can be correctly applied. The representative could not give me a date by which SLS would correct its error on my mortgage account. When speaking with the Escalation Department representative, XXXX, I requested that SLS provide me with written confirmation that 1 ) The escrow account has been closed and that all fees and payments have been reversed and that 2 ) The foreclosure notice has been invalidated. The Escalation Department representative stated that the written confirmation that I requested is not normal procedure for SLS, so I would need to write the company directly to specifically request such written confirmation. For this reason, I am filing this new complaint to request CFPB 's assistance in obtaining the requested written confirmations from Specialized Loan Servicing as soon as possible.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21133
Submitted Via: Web
Date Sent: 2020-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-04
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Hello, 4, 30 day lates appear against my credit report, with XXXX, XXXX and XXXX which is inaccurate. All payments are due within the same month to prevent 30 day lates from appearing. Once payments are made, proof of payment email is provided. All showing payments made within same month, and not 30 days late. Their decision to report is very inconsistent. And unfair to consumers. Payments for XX/XX/XXXX was made in XXXX. XXXX payment was made in XXXX. The same for XXXX and XX/XX/XXXX. I have attempted to resolve with the organization however continue to receive the runaround. One person said email my concerns. I did, another said fax. Another said no, you have to mail. Ive done all 3 now and have had no resolve. I have offered to share proof of payments Ive received from their automated system after a payment is made to show its within the 30 days/same month. For example XX/XX/XXXX payment was made XX/XX/XXXX. How is this a 30 day late? This is heavily affecting my credit and preventing me from purchasing a new home. I ask that they review what I have received from them showing my payments are made within the same month. When you pay your mortgage the next month that is when the 30 day is charged against you. That is not the case in my situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30519
Submitted Via: Web
Date Sent: 2020-07-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My home mortgage was transferred to Specialized Loan Servicing in XX/XX/2020. I was sent a notice my escrow would not cover my homeowners insurance policy because my insurance policy annual cost went up over {$500.00}. I called my old home owners insurance company and they brought the cost down and secured the payment from Specialized Loan Servicing on XX/XX/XXXX. So the account was no longer without homeowners insurance. I called many other home insurance companies and secured a new policy with company XXXX for over {$1000.00} less, uploaded the documents to Specialized Loan Servicing website, and they are insisting I already have coverage and will not talk to me regarding the new policies ( home owners and wind and hail ). I have two messages in the message center online that they will not read. I called XXXX today, their insurance department, spoke with an agent, and she would not discuss any resolution. I made it clear I have a new policy and I uploaded it to the portal, and left emails on the mortgage portal for my loan. She responded by insisting I call the number again ( given above ) and leave another message for yet another call back from another agent. I am sensing I am being given the run around and not getting customer service at all. Concerns : 1. In regards to the email from SLS ( Specialized Loan Servicing ), the email I received today was from From : XXXX XXXX Notice the reply address is not a SLS.NET address. It stated I already have Home Owners Insurance coverage, and they do not mention the new policy documents I uploaded several times. a. Monday, XX/XX/2020 XXXX XXXX, uploaded both policies They responded on Tuesday, XX/XX/2020 XXXX XXXX From : XXXX XXXX saying that MyCoverageInfo Information Not Processed b. Tuesday, XX/XX/2020 XXXX XXXX, I uploaded both policies again They responded on Tuesday, XX/XX/2020 XXXX XXXX From : XXXX XXXX saying that MyCoverageInfo Information Not Processed c. On Tuesday, XX/XX/2020 XXXX XXXX and Tuesday, XX/XX/2020 XXXX XXXX, I uploaded the policies again in TWO different places on their portal, One for adding a new policy and the other for editing the old policy information. On Wednesday, XX/XX/2020 XXXX XXXX, I received the response from a different email address, XXXX XXXX, that I already had coverage and my documents were not needed. The documents they had on file were from XXXX, my old insurance agency. Again, they did not honor my request to add the new insurance policy with XXXX. As I was typing this message to you, the SLS message center sent this message : XX/XX/2020 XXXX XXXX Thank your for your inquiry. Please contact our Insurance Dept. at XXXX. An agent will be happy to assist and look into the matter. For your convenience their office is open Monday - Friday XXXX XXXX - XXXX XXXX MT. This is the number I have already called, and been unable to speak to anyone about resolving this issue. I am in an infinite loop of being told to upload documents to the portal, only to have them rejected. And being told to call a phone number I have already called, only to be told I need to call the number again.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29577
Submitted Via: Web
Date Sent: 2020-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Here is what I wrote the mortgage company. In return, I got one line answer that they " made '' an error and I owe them money for PMI. Specialized Loan Services XXXX XXXX. XXXX XXXX XXXX, CO XXXX XXXX : Loan XXXX By Fax : XXXX XX/XX/2020 To whom it may concern, For many months now I am trying to resolve an issue related to my Private Mortgage Insurance but to no evil. Back in XX/XX/2020 and after endless moths of corresponding with you, I received a letter from you ( copy enclosed ) that I met all the requirements, and my PMI was terminated and NO FURTHER PREMIUMS, PAYMENTS OR OTHER FEES WILL BE PAYABLE IN CONNECTION WITH PMI COVERAGE. Sure, enough like anything else related to the poor, unprofessional way you communicate with your clients and customers, additional fees start appearing on my statements. As per your request, I communicated with you via your portal secure e-mail system but again, to no evil. In between XX/XX/2020, and XX/XX/2020, I sent you nine ( 9!!! ) separate e-mails related to my issues and the additional fees related to my PMI, and each time it looks like the agent who replied to me did not read or responded to anything I wrote to you, including endless requests to have a manager or supervisor contact me. On XX/XX/2020, I was able to get a hold on one of your account managers and while she reviewed my complaint about an additional {$190.00} fee, she informed me that on XX/XX/2020, SLS paid the PMI company additional fees. Let me put it for you in simple terms AGAIN : I MET ANY AND ALL THE REQUIREMENTS TO HAVE MY PMI REMOVED WAY BEFORE XX/XX/2020. On XX/XX/2020, you informed me that the PMI was terminated and no more fees are due. I am not concern ( nor will I pay you or any other third party ) anything related to a PMI disbursement you made in the sum of {$340.00} on XX/XX/2020. The account supervisor I was talking too on XX/XX/2020, tried to explained to me ( over a recorded line ) that the fact I met all the requirements as of XX/XX/2020 is not correct as I still owe that money to the PMI company. In XX/XX/2020, while I already met the PMI termination requirements, SLS without my permission or consent deducted {$150.00} from the additional principal payment I made and transferred it to the PMI company. Where an additional {$190.00} came from? The account manager I spoke with could not explain it to me and in return sent me a meaningless set of documents that it is my responsibility to pay additional fees in the rear to the PMI company. No, it's not. I check all the documentation and it does not say that I have to make any rear payment to anyone PMI company included. Let me make it very clear to you. I am a very educated consumer, I met any and all the requirements to have my PMI terminated, I got a confirmation letter from you, and I will not pay you one more penny in PMI fees. In fact, you owe me {$150.00} you deducted without my permission and consent from my XX/XX/2020 additional principal payments. If that amount is not going to be returned to me and the additional {$190.00} fees not going to be removed from my records, I reserve the right to take legal actions against you. You have 10 business days to resolve this issue or meet me in a court of law. XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 078XX
Submitted Via: Web
Date Sent: 2020-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: this is in regards to my Mortgage company : SLS or Specialized Loan Servicing, XXXX XXXX XXXX, XXXX XXXX. XXXX XXXX, CO XXXX. This complaint is in reference and regards to my XX/XX/2020 mortgage payment. I usually pay in partial payments as I get paid biweekly and pay SLS when I get paid via transfer from my bank to them online. It has never been a problem, however, this time around, my last partial payment of XXXX was returned due to my bank holding the funds. When I realized that XXXX ( my bank ) was holding my funds, I immediately called SLS customer service and told them what had happened. I then made another transfer from a different account, that I used, to make sure that full payment for XXXX was made. As of XX/XX/XXXX I then saw online that my funds for XXXX were being held in a so called unapplied funds account or Suspense account but was not applied to my mortgage. I then called SLS customer service on the XXXX of XXXX and asked, why those funds were still sitting in the unapplied funds side and she said, that they would be applied for my XXXX payment shortly. I had specifically asked to have this funds properly applied because I was going to refinance my house in my name and my daughters name and could not afford, to have a late payment history with even one time on my credit record. She assured me, that this would not be the case and I Iet it go. To my surprise, it became XXXX and my XXXX payment still had not been applied properly, so I called customer service a third time, to ask why my XXXX payment still was not applied to my mortgage. Customer service then told me, that my account had to be satisfied by Certified Check/Cashiers Check and that my payment for XXXX was to be returned. I had no knowledge about this, as I had neither received a letter nor an email or a phone call to tell me, that I had to sent in my payments via Official Bank check. Had I not called and inquired about my payment I would not have known to sent my payment via Cashiers Check. Never mind that my funds still were held in a Suspense account, instead of applying those funds to my XXXX payment. I then immediately rushed to the bank and got a Cashiers check for both XXXX and XXXX as instructed. I received finally a letter from SLS on XX/XX/2020 telling me, that I had to pay by Cashier Check and that this would be in effect for 6 months due to my latest payment being returned. As soon as they received my check, they applied my payment to my XXXX and XXXX mortgage and I am now paid ahead. However, I recently went online to check if SLS applied everything correctly and to my surprise, they reported me as being more than 30 days late on my XXXX payment and I cant therefore not be guaranteed, that I would a great mortgage rate under FHA rules. I feel appalled and very upset that they are dishonest and unethical with my finances and that is why I need to file this complaint. When I go on their website, I can see, that they have more than 400 complaints against them and most are about the same problem that I am facing. My question is, why report me being late, while that whole time the funds were held in a different account but were clearly there.They never answered my direct question, just said since I had to pay by Cashier Check they had to keep my XXXX payment in a suspense account and not apply this to my mortgage until they received my Cashiers Check. Thank you so much for your time. Sincerely, XXXX XXXX from Colorado
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80017
Submitted Via: Web
Date Sent: 2020-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-30
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Opened mortgage with Specialized Mortgage in XX/XX/XXXX. Payments always on time and refinanced and paid off in XX/XX/XXXX. Specialized sent the release in with the incorrect year of the loan. They sent it as XXXX instead of XXXX. We are closing on our home and the lien is still in the deed because they submitted the incorrect year. We have been calling them several times a day for over 10 days and cant get past the call center to get this typo resolved. Our present closing attorney and the closing attorney at the time of refinance have been also trying to get this resolved. I have even emailed their president, XXXX XXXX, and can not get them to fix their error. They are holding up the closings on the house were selling and the house were purchasing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28110
Submitted Via: Web
Date Sent: 2020-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A