Date Received: 2020-06-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/2020 our loan was sold to Specialized Loan Servicing ( SLS ). Per the terms of the note our interest rate was to be changed in XX/XX/2020. We have repeatedly called this company and nobody has a clue as to what to do as you can only speak to entry level data personnel. We need to get help as they are in breach of our contract. Thank you XXXX XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 959XX
Submitted Via: Web
Date Sent: 2020-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Approximately XXXX/XXXX/3020 I called Specialized Loan Servicing regarding my mortgage. I have gotten laid off on XX/XX/2020. All I wanted was some information. All the had was a recoding forbearance information only.I never signed for one and never spoke to a human being. It automatically put me in forbearance. When I got an email regarding it I called back right away to try to tell them no I do not want it yet I just wanted to know what my options were. Since that day its been a nightmare. They will not take me off forbearance. They also took me off my automatic payment through my checking account at XXXX XXXX. I called several times but these are the dates Ive documented XX/XX/XXXX XX/XX/XXXX and XX/XX/XXXX. Every time I call they say theyre taking care of it and getting me off of it its been well over two months and Im still not off of it. I continue to get emails and letters telling me I need to make my payments or schedule something. I have made sure each payment has been made each month I am up to date. I have asked for a supervisor several times but none will call me back. It seems to me theyre keeping me on this forbearance so that they can get funds from our government. I also found out on XX/XX/XXXX my payment has still not posted and today is XX/XX/XXXX. I also have to keep watching my accounts they keep telling me they have me automatically taking my mortgage payment out. Not true. I keep watching that. This is the worst mortgage company Ive ever had to deal with in my whole life and Ive had several mortgages. I guess they believe theyre above the law. I want to see where my signature is for a forbearance.Thank you for your assistance in this matter
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 923XX
Submitted Via: Web
Date Sent: 2020-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was approved for a loan modification to a HELOC reset. I was having trouble affording the payment. After signing the agreement a few years later the loan was sold. I had a new servicer, SLS, who changed the loan term. They are now charging me a {$30.00} late charge for payments I made the same time as with the previous servicer. They accelerated the grace period about a week. That posed a problem for me.. That was the reason for the modification because my source of funds are direct deposited into my bank the latter part of the month. I can only make payment after the funds are in my account. The modification did not specify when late charge would be assessed or amount. The previous lender said late charges may be assessed after 15 days, more like a mortgage See loan statements. This continued throughout the loan with the previous servicer. The current servicer, Specialized Loan, responded to my complaint # XXXX with copy of pages from the modification agreement leaving out the disclosures pages that were part of the agreement. They were silent as to late charge and amount. The original lender said 'once the modification was is in effect it could never revert back to the original terms '! Each loan statement where I made payment on the XXXX of the month NO late charge was assessed and said ... Your Home Equity Account has been modified under a Modification Program. This statement reflects the changes made to your account. See attachments The only payment made after the XXXX was XX/XX/2020 in the middle of the pandemic as I was waiting on my stimulus check. I call Specialized to let them know, payment went out next day after received. XX/XX/2020 ACH Transaction - XXXX XXXX XXXX XXXX XXXX ACH Credit {$1200.00} {$1200.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20735
Submitted Via: Web
Date Sent: 2020-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: SLS continues to misapply funds to my escrow account despite my clear intentions on how funds should be applied. As a result of this they are showing a significant deficit in my escrow account. Furthermore, when I reached out to SLS I was placed in a call back queue and when I finally received a call back I was hung up on within 5 seconds of the call and they never reached back out to me. I am seriously frustrated with their handling of my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06905
Submitted Via: Web
Date Sent: 2020-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-08
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: TO XX/XX/XXXX TEXAS XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, TEXAS XXXX ( FAX XXXX COMPLAINT REGARDING SPECIALISED LOAN SERVICING FOR INCORRECT PAYMENT COLLECTIONS REGARDING A SECOND MORTGAGE ACCOUNT XXXX The above named SLS charged off a second mortgage account in XXXX reported it to all reporting ( XXXX, XXXX and XXXX ) credit bureaus as charged off Collections However since XXXX SLS has been collecting a charge off account as an active account plus charging additional fees to a charge off mortgage account. This has adversely affected our credit scores due to the derogatory reporting. XX/XX/XXXX we pursued to refinance our primary mortgage that is when it was brought to our attention to explain a write off charge as reported by SLS organization. FYI we monitor our credits reports yet SLSs this incorrect reporting was not visible to from all 3 reporting ( XXXX, XXXX and XXXX ) company. XXXX XXXX, We contacted SLS via phone XXXX to raise concern on the incorrect reporting. Customer Care Representative Mentioned an internal review with the collections department will performed and provide reason why a charge off account was still billed as active account From XXXX till XXXX {$9500.00} plus additional late fees XX/XX/XXXX Contacted SLS on status update Customer Care Representative. mentioned that on XX/XX/XXXX the issue was corrected however no supporting evidence was provided as SLS does not provide any follow up documentations XX/XX/XXXX SLS due to incorrect reporting and unresponsive process from SLS still has not resolved the incorrect reporting of a charge off account affecting the interest rates on new loan and the refinance mortgage process Request that SLS refund all charges from XX/XX/XXXX to XX/XX/XXXX for incorrect payments taken from us, update all credit bureaus with correct status of account plus the XXXX XXXX XXXX and provide written proof of corrections I look forward to your reply and cooperation to resolve this matter as requested. Sincerely
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80921
Submitted Via: Web
Date Sent: 2020-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Specialized Loan Servicing LLC : NMLS ID Main Office XXXX ; NMLS ID Branch XXXX ; NMLS ID Branch XXXX Our account with Specialized Loan Servicing did not not have an escrow account. However, for our XXXX and XXXX payments, we were given the account status as " late ''. We never had an escrow account with any mortgage that we have ever had. We always paid our taxes and insurance personally, annually, and have bank records to prove. Specialized Loan Servicing gave us a " late payment '' status because they " stated we have an escrow account '' when actually we never did and were never late. I have been trying to resolve this issue for several months and have had the escrow account removed. However, my credit bureau information for XXXX and XX/XX/2020, has remained the same. This needs to be corrected also. We have given numerous chances for this status to be removed, but, to no avail. We are very frustrated and furious.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29745
Submitted Via: Web
Date Sent: 2020-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have two loans serviced by Specialized Loan Servicing ( SLS ) after my loans were sold to this company. I have both my taxes and insurance payments in escrow with the company. I received notification from my insurance company indicating that my coverage lapsed for non-payment. I also received a notification the week prior from SLS indicating that an Escrow Analysis indicates a shortfall of around {$350.00} and my new payment amount to accommodate the shortfall. This is not unusual for this company. However, it is unusual for them to NOT make the payment. I only found out about this because the insurance company notified me. SLS then contacted me and said that they have learned that my property is uninsured and if they acquire insurance in will likely be more expensive. I contacted the insurance company directly and paid {$520.00} to immediately reinstate my insurance and they notified SLS of my coverage. SLS then contacted me and said that unless I can prove that I was covered during the lapse period I will be responsible for a {$120.00} fee. Their behavior is outrageous and needs to be investigated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20003
Submitted Via: Web
Date Sent: 2020-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I currently have a second mortgage with Specialized Loan Servicing. Due to the virus pandemic I am unable to work. I have attempted to reach out to this company to get assistance with reducing this payment. However, this company has refused. I am requested help with this case.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30132
Submitted Via: Web
Date Sent: 2020-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Read. The given options did not pertain to my issue. Nonpayment from Specialized Loan Services, LLC, Loss Draft Department for documented insurance claims. Since XX/XX/XXXX SLS has either delayed or refused sending documented insurance claim funds of over {$100000.00}. These choices by SLS have kept me from living in my home at times and have adversely affected my livelihood. This is agricultural/farm property with XXXX Insurance Policy. On XX/XX/XXXX, XXXX, XXXX, XXXX, XXXX, so far I have had to cancel scheduled contractors due to nonpayment from SLS 's Loss Draft Department due to me. This has created a significant monetary damages and will continue to impact my livelihood. SLS has refused to have any explanation behind their decisions to not pay. And, will not provide the name of my Mortgage Investors so they too will be aware of these compounding issues. Furthermore, they have contacted contractors and insurance adjusters to acquire my personal information without my knowledge or consent. SLS has received all required documentation, receipts, invoices and contracts. They still refuse to send insurance funds. Each time I have contacted SLS they do not allow me to talk to the same individual nor can I get a phone number for the same person I've spoke with and never an email. SLS will not return calls and have never called to indicate an issue exists. The SLS " XXXX '' has denied me access for days to my personal ClaimCheck account. This is very typical of the " deny / delay '' fraudulent tactics and practices. Of many, a few of the SLS employees I have had the misfortune of dealing with are XXXX ( wouldn't give last name ), XXXX XXXXUnit Mgr, XXXX XXXXTeam Leader. Specialized Loan Servicing, LLC, Loss Draft Dept XXXX, XXXX XXXX XXXX, XXXX OH XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80817
Submitted Via: Web
Date Sent: 2020-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loan was sold to XXXX XXXX before my knowledge. I sent in a request to the original owner/servicer for Covid Forbearance ; XXXX XXXX, XXXX without knowing about the transfer. I received a letter stating transfer of ownership and change of servicer to CMC Funding c/o SLS ( XXXX ) XXXX XXXX XXXX XXXX XXXX, XXXX XXXX CO XXXX on XX/XX/2020 ( " CMC '' ). I reached out to the new servicer CMC that week and was told to call back next week because I was not set up yet in their system and could not make a forbearance request. First payment was due XX/XX/XXXX. I made several follow up calls and was then told I would not be set up until 5-7 business days after XX/XX/XXXX and could not make a forbearance request until after i was set up. CMC has had my information since XX/XX/XXXX and I'm still unable to make a request according to them. Even though the calls are recorded and they make notes, I keep getting different information each time I call. Some telling me they would submit my request and even email the onboarding team and the forbearance request team ; others telling me to keep waiting.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27616
Submitted Via: Web
Date Sent: 2020-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A