Date Received: 2020-06-27
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: XX/XX/XXXX, XXXX, XX/XX/XXXX i wrote XXXX, XXXX , XXXX and XXXX that they had erroneous information on my XXXX XXXX XXXX Mortgage . i submitted proof of timely payment. i requested Section 609 " wet ink proof '' of my application and XXXX, XXXX, XXXX and XXXX did not respond or provide proof. XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX I also submitted requested to remove the late payment informatoin on my SLS mortgage which has been paid in full and was never late. XXXX, XXXX, XXXX and XXXX did not remove their erroneous informatoin. Botht he XXXX XXXX XXXX and SLS mortgages were paid off in XXXX on XX/XX/XXXX. Also, i requested proof of " hard inquiries '' on my XXXX, XXXX, XXXX and XXXX by : XXXX, XXXX Inquiry from XX/XX/XXXX XXXX XXXX Inquiry from XX/XX/XXXX which i never authorized. and the credit agencies did not provide proof i authorized.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07631
Submitted Via: Web
Date Sent: 2020-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is a predatory lender. I own multiple properties with mortgages and this is the only one that has charged incessant late fees or that I have ever had such a difficult time submitting payments to. The website and customer service reps over the phone will tell you that there are tech errors every time you try to do ACH payments. I have been trying to set up ACH since 2019 to best avoid any late payments. Of course, not having ACH increases the likelihood that individuals will miss payments if they have to remember to do them manually, especially during the stressful time of COVID. I also reached out during COVID to request payment assistance or forbearance and no one answered the phone - I was on hold indefinitely. Also no reply via secure email. My payment went up in XXXX due to an escrow shortage and because I was on bill pay instead of ACH, the payment was {$100.00} short. I paid all but the {$100.00} difference well ahead of the due date. No one contacted me to notify me of the shortage. I was then charged a {$71.00} late fee on a {$100.00} shortage which I corrected immediately! I received no notice or contact saying I was short the {$100.00} until after the late fee was already charged. No one I talk to will waive the fee. In fact one representative said it was from a former lender ( although they are the first and only lender on this property ). Each rep gave me a different story or said they would have a manager call me back. No word yet from a manager. All the reps are incompetent and unable to find resolution. They will not let me speak to a supervisor. These are predatory fees being charged and individuals are being taken advantage of. COVID-19 hardships is not a time to charge clients {$71.00} late fees on {$100.00} shortages due to sudden escrow increases. I will continue to escalate until this fee is waived. I am not paying anymore predatory late fees to this company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33611
Submitted Via: Web
Date Sent: 2020-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Requested a loan modification whereby I would be able to retain the property. The modification application was denied for the Home Retention Option. The servicer did not perform a complete review of my ability to pay under modified terms. The servicer concluded that they could not create an affordable payment without changing the terms of my loan beyond the limits of the program. I followed the servicer 's instructions to request a Second Independent Review of Modification Denial. Servicer has not responded with results of Second Independent Review nor has the servicer requested any supporting financial information from me to support my ability to pay under modified terms.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85041
Submitted Via: Web
Date Sent: 2020-06-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Back in XX/XX/XXXX my husband XXXX was laid off due to covid 19 and his company having to temporarily close. I applied and was approved for a forbearance plan with my mortgage company. Since that time I have been attempting to apply for mortgage assistance and having the missed payments added to the end on my loan. I have made over 20 phone calls to specialized loan servicing. At first I was told my application was complete and just waiting on a decision multiple times Then on XX/XX/XXXX XXXX I was told my application is to light and I need to resend. I was told it had to be scanned so I had to go out an buy a printer and scanner ( I spoke to XXXX at XXXX explained I live in NY and am under strict quarantine but he said that was the only way my application could be accepted ). So I did that and resent Then on XXXX at XXXX I spoke to XXXX who said everything was recieved and awaiting decision. Again on XX/XX/XXXX XXXX everything was accepted waiting on approval. Then on XXXX I was told they needed an original application that I must print and mail so I did that. On XX/XX/XXXX called at XXXX said application was received and now need pay stuns from XXXX since he is back at work. I sent pay stubs. XX/XX/XXXX XXXX said they need a months worth of pay stubs when XXXX was now back at work for a month told them I would send on XX/XX/XXXX which I did and its registered on website that 4 weeks worth of pay stubs have been received. Also on XX/XX/XXXX I was told I needed to provide disaster documentation and insurance company claims. I explained I was not part of a disaster and receved no insurance funds. I was told I had to write a letter starting such which I did and uploaded on XX/XX/XXXX. Now on XX/XX/XXXX I just called and spoke to XXXX at XXXX. Said I have to show proof I am not part of a disaster recovery and also additional pay stubs for one consecutative month. I explained they have all of this, She said she will submit application but will not be approved. I am so frustrated. This is becoming a full time job. My husband lost his job fir 3 months all I am asking for is to move the payment ffom XXXX to XXXX to end of loan and I will start making payments XX/XX/XXXX. What a terrible company to deal with absolutely no compassion and I am a XXXX XXXX XXXX. I work in a XXXX with XXXX XXXX XXXX each day and have to come home and fight with Specialized Loan Servicing
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11741
Submitted Via: Web
Date Sent: 2020-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-24
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My wife and I have been trying to get a hold of Specialized Loan Servicing from XX/XX/2020 up to the current date XX/XX/2020 after calling and being on the phone for more than 40 minutes on with an automatic service being transferred from one place to another without being able to speak with an actual person, leaving a call back number, emails. also having a third party to contact them on XX/XX/2020 throughout the entire day no response. I have exhausted all forms in order to get a hold of them with my concerns on my mortgage I have also filed a complaint with the BBB on XX/XX/2020 for this matter in hopes of some type of resolution but I have not yet gotten a callback. It has been a nightmare dealing with this mortgage company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97132
Submitted Via: Web
Date Sent: 2020-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-23
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My wife and I have been trying to get a hold of Specialized Loan Servicing from XX/XX/2020 up to the current date XX/XX/2020 after calling and being on the phone for more than 40 minutes on with an automatic service being transferred from one place to another without being able to speak with an actual person, leaving a call back number, emails. also having a third party to contact them on XX/XX/2020 throughout the entire day no response. I have exhausted all forms in order to get a hold of them with my concerns on my mortgage I have also filed a complaint with the XXXX on XX/XX/2020 for this matter in hopes of some type of resolution but I have not yet gotten a callback. It has been a nightmare dealing with this mortgage company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97132
Submitted Via: Web
Date Sent: 2020-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello Subject property, Loan # XXXX XXXX XXXX XXXX XXXX, XXXX Arizona XXXX This home is and always has been a rental property. The current loan is serviced through .Specialized loan servicing ever since the loan was sold by XXXX XXXX XXXX With the current Pandemic and the current tenants having trouble making there payment. I thought I better contact Specialized to review my options. This loan is a non Government backed loan. I asked who owned the note and was informed specialized would not tell me without a written letter. A letter was sent to the address was sent to specialized on XX/XX/2020 asking who owns the note received a letter saying Specialized had received my letter on XX/XX/2020 As of XXXX I have no idea who owns my note and am asking you to assist me in getting this question answered If Specialized keeps withholding information that I am entitled to. I would like to see you fine them. At that point I shall seek a legal remedy.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85750
Submitted Via: Web
Date Sent: 2020-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am writing at this time to once again request that you address a complaint regarding my mortgage company, Specialized Loan Servicing, LLC ( SLS ) that I initially brought to your attention on XX/XX/XXXX. The case number for that complaint is XXXX-XXXX. I provided you with extensive documentation to support my complaint that you appeared to completely ignore. When you contacted my mortgage company, it responded by tossing-up a smoke screen full of irrelevant information that you readily accepted, and then closed my case. I responded to my mortgage company 's response, which made absolutely no difference to CFPB because nothing was done. When I again contacted CFPB to request that you address my complaint and the mountain of information that I provided, I was told that my initial case could not be reopened, but that I was welcomed to open a new complaint. Therefore, I am doing exactly as CFPB suggested and submitting yet another complaint. If you read my initial complaint, you will see that I filed the complaint because Specialized Loan Servicing purchased a hazard insurance policy for my home without my permission, although I have repeatedly informed the company that I have a policy. SLS also created an escrow account for the hazard insurance that it purchased, again without my permission, and has attached it to my mortgage. I refuse to pay XXXX XXXX for the policy that Specialized Loan Servicing purchased because as I have repeatedly stated, I have my own policy. As I stated in my original complaint, I have provided Specialized Loan Servicing with the Declaration Page for my hazard insurance on multiple occasions and I should not have to continue to do so because of its poor record keeping. However, to bring this matter to a close, I am providing you with the Declaration Pages for my hazard insurance policy from XXXX to the present, which my insurance company readily provided to me upon my request. My hazard insurance provider would have done the same for Specialized Loan Servicing, if it had ever bothered to do its job and simply requested the documents. As you can clearly see, I currently have a policy and I HAVE ALWAYS MAINTAINED A POLICY. Contrary to Specialized Loan Servicing 's repeated lies, my policy has NEVER BEEN CANCELLED.
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: 2020-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I purchased a loan sold to Specialized Loan Servives. For over a year they have had difficulty providing loan information thru their web portal. At times their reps can't see imformation on a loan. What's worse, they never call back. Their system of customer service is failing when customers can't get basic information on their loans.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90043
Submitted Via: Web
Date Sent: 2020-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XXXX XXXX XXXX sold my home loan of 18 years suddenly and without warning on XX/XX/XXXX to Specialized Loan Servicing LLC. The Covid-19 crisis in XXXX has left me out of work and not allowed to return to work until stage four of the recovery. Specialized Loan Servicing LLC is allowing our loan payments to compound and is demanding a lump sum payment as soon as the XXXX XXXX District Court reopens during phase one of the recovery or foreclosure. Specialized Loan Serving LLC refuses to modify the loan. One representative even verbally agreed that " Yes. This is predatory. But you agreed to it legally. '' This experience is not surprising after years of predatory and abusive tactics by the original lender, XXXX XXXX. Discrimination, reverse red lining, etc. This loan is a predatory loan dinosaur that pre dates the Housing Crash of XXXX and is a shell corporation used by XXXX XXXX to liquidate sub prime loans off the books. Over the last eighteen years we paid a vast fortune in interest at 7.25 % and now the Covid-19 crisis is being used by XXXX XXXX and its associates to prey on consumers even further. Specialized Loan Servicing LLC is a shell corporation set up by XXXX XXXX to circumvent banking regulations.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10301
Submitted Via: Web
Date Sent: 2020-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A