Date Received: 2020-05-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/2020 Re : COMPLAINT - MORTGAGE COMPLAINT SUBMITTED ON XX/XX/2020 Dear CFPB, My mortgage complaint is against SLS and the bank. I need you desperately to investigate this matter. My findings are - I am correct in stating that the SLS has again deliberately erred on the accounting and servicing of my mortgage and escrow. It is my escrow that SLS keeps deliberately mishandling to be able to illegally charge illegal fees and interest, increasing my mortgage and destroying my credit keeping me in debt to them and the bank, and keeping me from refinancing away to a conventional mortgage. By illegally and continually and deliberately mishandling my account SLS is doing bad and illegal accounting. I have been destroyed and robbed. I need your offices to pay closer Attention to SLS tactics. SLS has 1. Deliberately done again, miscalculations on my mortgage and escrow account Again causing major errors to my mortgage and escrow payments. 2. This of course has created major issues and SLS has again increased my payment, without giving me a reason. SLS of course knew this would be their plan again because they did it before and got caught. 3. By SLS deliberately doing a false accounting to my mortgage escrow account, they created missing payments on my credit histories and then began ( again ), to charge me illegal fees and interest and destroying my credit. 4. Also SLS by deliberately and illegally doing a false accounting on my mortgage, they knew when I asked why my payment all of a sudden increased like it did before SLS would not give me a straight and honest answer. SLS knew this was their plan again because they did it before to me. 5. Even though I continued to make my payment ( over paying by {$1.00} to prove payment and additional payment ), however because SLS decided they wanted more and higher mortgage dollars and escrow payment, without explanation, again held my mortgage and escrow payment on account taking it from me and refusing to apply it to my mortgage and escrow payment. Then began to again take late fees and interest from my payment they kept on account they refused to apply destroying my credit and exhausting my payments that I made. 6. When SLS was repeatedly ask for my contract ( that I know did not exist because I never received or signed a contract ), to see what and why again that they increased my payment, SLS of course could not provide it after me asking for 3-months. 7. Then when I threatened to contact your offices ( CFPB ), then SLS produced a false contract document that they piecemeal together creating a false contract. 8. SLS continues to falsify my mortgage accounting. Now trying to again apologize for their error. 9. But SLS has done this so many times before creating a bad and false mortgage account in my name, costing me money, false fees, false interest and completely destroying my name and credit. 10. And SLS was also aware that they were not to escrow my homeowners insurance from the first modification. So SLS called my previous insurance company, not knowing that I rewrote my policy decreasing the payment due to my updates to my home. SLS also did not know that I made a binder payment with my new application. So when SLS called on my previous H O ins I had made an initial payment. The underwriter had not yet issued my new policy with a lower premium, so my previous {$3700.00} premium for the previous year was still listed, minus the initial binder payment. 11. If SLS was suppose to escrow my H O ins SLS would have sent the entire {$3700.00}, but because SLS didnt want me to know they were being slick and deceptive, they only paid, {$3200.00}, this amount is minus my payment. 12. I did not know SLS had did this, so of course a few days later my new lower premium policy was issued by a different carrier and I made the remaining full payment. 13. The half paid premium by SLS was to the wrong ins co by SLS and it was sent back to SLS who then rejected the return premium payment. The reason why SLS tried to secretly make my H O payment again, even though they are not supposed to escrow my ins anymore is because SLS got caught making the entire payment and then billing me in my escrow monthly with additional illegal monthly fees saying the insurance was billing the fee. But this was a lie. What SLS did not know was that I am my ins agent. I write my policy. So in Court when SLS said, the ins agent told them this, they were caught in a deliberate lie. This is when I was able to get my H O ins out of my escrow. 14. However, SLS is now again deliberately mishandling the accounting of my taxes escrowed. This way SLS can again continue to rob my account of illegal fees and interest and Damage my credit and upset my mortgage ( and me ). Please CFPB, please I need SLS out of my escrow and I need my money SLS illegally charged in fees and interest returned. I ALSO NEED MY CREDIT REPORTING REPAIRED. I need your help. I am being again and again, continuously, robbed, mishandled, lied on and most of all I am being forced to pay this illegally operating, deliberately falsifying servicing entity. I need you to please, finally take drastic measures and remedy my situation. I need my escrow out. SLS has shown time and time again, continuously bad service, false accounting and fraudulent documents that keep me prey to their illegal acts. Please stop them. Help me to get my escrow out, this way my mortgage payment will always remain the same payment. I can finally stop being robbed of illegal fees and interest. I can finally build my credit and refinance into a conventional mortgage instead of being in constant fear of my current loan and at least sell my home when Im ready and not be forced. I have owned my home for over 17 years. I was already a victim of the XXXX XXXX scam then taken over and victimized by XXXX XXXX XXXXSLS. SLS HAS GRABBED HOLD OF MY MORTGAGE AND IS DELIBERATELY BRING SEVERE HARM. I truly believe this is their Specialized services for the bank. Please take drastic measures against SLS and remove my escrow, have the funds stolen from me returned due to SLS false accounting and repair my credit. Please. I need your help. Please dont be lazy or pass on my issue. Please Also, when the XXXX XXXX XXXX modified my mortgage away from countrywide the bank made me believe they lowered the interest rate for the modification, but XXXX XXXX XXXXXXXX actually took the difference in savings from the higher interest rate and applied it to a ballon, in turn, still making me pay the difference in rates by adding that amount I should have saved on the lower interest rate, to a ballon, therefore, I not only did not get a better interest rate and a better deal mortgage, I actually was hoodwinked into paying out more. This is why my mortgage and balloon is still sky-high and the balloon is getting bigger too. Then SLS placed me into a forbearance that I did not request that increased the mortgage balance before the mortgage modification and this gave the bank and SLS the extremely high mortgage balance for their eventual payout. I have been robbed by this mortgage and I want help and a hearing for relief and a financial final resolution. Please help me CFPB, I need your help. XXXX XXXX. XXXX cell XXXX XXXX XXXX XXXX XXXX XXXX, NY. XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10801
Submitted Via: Web
Date Sent: 2020-05-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My wife and I sent out our house payment priority mail on the XXXX of XXXX. Specialized Loan services LLC. Received the payment on the XXXX of XXXX and it was signed for upon reception. Specialized Loan services did not process the check and in fact have not to this very day. And now they want to charge me a late fee. I tried calling them on the phone only automated services on the phone. I kept pressing for an agent but, " due to Covid-19 '' blah, blah, blah. Look, I have paid my house payment on time for 25 months now and no problems until now. I already read that this company plays these games and I am not going to stand for it. I am trying to get my credit back up so I can refinance my house and they know that and want to keep me on the hook with them. I have the USPS receipt and documentation showing that they signed. This is not the time to be playing with peoples homes I mean I made it through the XXXX ' housing market crash. These guys are just trying to squeeze me for a dollar. This isn't right and I'm contemplating driving to their office and making a scene.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95991
Submitted Via: Web
Date Sent: 2020-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-20
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: This is not a complaint. Its acually a request for help. This situation is being overwhelming for me now. This is about a mortgage account. The account information is the following : Specialized Loan Mortgage account # XXXX, Opened Date XX/XX/XXXX, Highest Balance {$390000.00}, joint account. We have a perfect payment history on this account since it was opened in XXXX ; until XXXX and XX/XX/XXXX that I was marked late. XX/XX/XXXX payment was received on XX/XX/XXXX but they marked it as received on XX/XX/XXXX, and XXXX, payment was received on XX/XX/XXXX, but they marked the late again! The issue was that we made payments before we were over 30 days late, but the lenders system took the payments in for the next day. Also, I called in XXXX to get a deferment due to income being affected, and being quarantined due to Covid, but I was put on hold for hours and could never get through. This was lenders negligence and unfair business practices, they were giving deferments but he could never get through on the phone to get deferment. Finally, when I got through months later, they said that I could get a deferment now for the coming months but not the previous months. Therefore I couldnt get a deferment. They need to backdate deferement and mark my account current for months of XXXX and XXXX. We are living dificult times, and I hope to get a fair solution to this matter. I am requesting to get the XXXX late payments corrected. Thank you so much.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94501
Submitted Via: Web
Date Sent: 2020-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/2020 I received a call from XXXX XXXX XXXX. The company was referred to me by XXXX website in regards to an inquiry I placed for a Pre-Forclosure on my property. I talked with XXXX XXXX from XXXX XXXX XXXX and during our conversation I expressed my concerns about going into Foreclosure and having to spend money on a lawyer to help me save my home. I didnt want to take any risk on losing my money, especially during this trying time. XXXX said to me no worries they would proceed with what he called Legal Submission I wouldnt have to worry about getting declined because of the Housing Act and especially with COVID-19 going on. I trusted in him and decided to move forward. The retainer and other fees would be {$4000.00} According to him, in which I will be charge in three payments starting XX/XX/XXXX with {$1500.00} and every month after. I thought if this was a guarantee to save my home it was worth putting some of the mortgage money I managed to save up towards trying to pay off what Id owed. I proceeded to gather all my paperwork and sent it off to the processor for review. As of today I received a call from XXXX XXXX informing me my Modification was declined for the second time. I submitted a request prior to hiring XXXX XXXX XXXX to my Mortgage Servicer, SLS and was declined. I expressed to XXXX that I strongly believe I am being mislead by them. I was told Legal Submission was not the same as doing a loan modification, according to XXXX. I have not once heard from my Lawyer in regards to my case and Im trying to wrap my head around what was the benefit of hiring XXXX XXXX XXXX. This company has done nothing more than what I have already done once before and was to submit an application for a Modification. No one at SLS has heard from my Lawyer, they have spoken only with a processor or XXXX. What did I really pay for? I have no options nor explanations other than being told I do not make enough money to get approved. Im beginning to believe there isnt even a lawyer involved. I asked XXXX for the Lawyers contact information and she expressed she does not have any of his information other than a name. The payment Ive made to your company I should have legal representation fighting for me. The only option Ive been told thats available to me is Forbearance to extend my monthly payment to 3-6 months out because of COVID-19. I was offered this the last time I called SLS in XXXX and was denied. I also took the time to call SLS, my mortgage Servicer and the rep told me I will not get approved because of my delinquency and there is no option for me other then selling my home or handing over the title to them. This conversation was held XX/XX/2020. I have no certainty that my home wont be listed for sale through auction come XX/XX/XXXX. I am a single mother of XXXX children and cant risk losing my home during these difficult times. Ive been directly affected by Covid-19 and really need the help. I live in New York, which is the epicenter of this pandemic. Im considered an essential worker. I am lucky to be employed and grateful for my job but I am still facing the struggle of saving my home while directly being affected by this crisis. If there is nothing that can be done then I shouldnt be responsible for having to pay a retainer nor any fees for submitting an application for a loan modification. What should have been told to me, it will cost me {$4000.00} to submit a loan modification to your Servicer on your behalf. At this point I feel like Ive been left no choice but to go directly to the media with this along with reaching out to the Attorney General. I feel like Ive been scammed out of {$4000.00} from XXXX XXXX XXXX and whats worst is my mortgage service provider Specialized Loan Servicing cant and wont help me with a loan forbearance. Time is running out for me and I need to act fast! This is unacceptable I could have put the money XXXX XXXX XXXX cheated me out of towards what I am gathering to catch up on my mortgage with. Everything I have and am working for has been to try to save my Family and I from being homeless. How dare they try to take advantage of me, they have no compassion for what people are already going through during this time? Some things mean more than money and being a decent Human being especially during a time like this is one of them. Shame on them all! I will do everything possible to make sure they do not take advantage of people in my situation again.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 12601
Submitted Via: Web
Date Sent: 2020-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been affected by the XXXX pandemic. The bank is trying to take my house. I am in the process of short sale. The bank has been giving me the run around. Please help me. I have been affected by XXXX. I will like to enforce the force majeure clause in my contract. Please help me stop the bank from taking my house. I am a senior citizen too. My husband and I are retired. Please help! XXXX XXXX
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: 2020-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-19
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: In XXXX of XXXX, I received my monthly mortgage bill. The payment due was showing {$1100.00}. That exact amount was paid on XX/XX/XXXX. I received a letter dated XX/XX/XXXX claiming that my account was 15 days past due. and that a late charge of {$57.00} had been applied. I immediately called customer service. They seemed confused themselves and I was told I would get a call back the next day. When I finally received a call back, i was explained that the amount on the last bill was not a payoff amount. I insisted that I paid the amount stated on the bill and that I could not understand why my account was considered late. After a few calls, I was finally given a payoff amount of {$220.00}, which I was first told could not be paid over the phone and that I needed to wait for a letter stating the payoff amount. By then, more time had gone by and the amount I was to pay was {$320.00}. I called on XX/XX/XXXX and, surprise! This time the payment over the phone was possible! Then I received another bill for {$77.00} Then a " Request For Mortgage Assistance Application '', followed by a credit on my bill for {$120.00}, but a refund check for {$72.00}. I would have expected from my mortgage company to send payoff amount before the term, just like another mortgage company did for my wife. I could have avoided all that confusion and a credit report showing a late payment of under {$100.00} and a loss of over 100 points off my then exceptional Fico score. I feel that the reporting has been unjustified and unfair and wish you review this to help me resolve this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91301
Submitted Via: Web
Date Sent: 2020-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-18
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: This account max delinquency date is from sometime in XXXX. The account itself was charged off on XX/XX/XXXX. XXXX is still reporting SLS 's account as XXXX verified in XX/XX/XXXX per a conversation with SLS that the account max delinquency date was in XXXX! This is incorrect and inaccurate information. I need a letter from SLS to provide XXXX that clearly states that this account was charged off on XX/XX/XXXX. I have spoken to my point of contact XXXX at SLS several times and he has been more than helpful but there is only so much information he can provide. The payment history he has given does show the charge off on XX/XX/XXXX but it is not clear enough for XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29466
Submitted Via: Web
Date Sent: 2020-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-16
Issue: Incorrect information on your report
Subissue: Public record information inaccurate
Consumer Complaint: Dear Sir or Madam, We are very disturbed due to the COVID epidemic. And based on the Public information floating in various media, we decided to take all possible protections as recommended by the various Authorities and Experts. On the Mortage side, we were curious to explore the precautions. We tried to contact the Mortgage company SLS directly on phone to get full information. However on their website, it was clearly said that they are experiencing a very high volume of inquiries, so the only way to contact them in Via Email. The details of the Mortage Company are : Specialized Loan Servicing LLC XXXX. XXXX XXXX XXXX, CO XXXX So we contacted via Email, sometimes in XX/XX/2020. And we continued making regular mortgage payments in XXXX, XXXX in time, and would continue doing so in the future, as per the contract. However, we were shocked to get an ALERT in the second week of XX/XX/2020, from our XXXX XXXX XXXX, that SLS has made public notings/comments on the Credit Reports. We have never defaulted on our payments and have always made payments to them in time. We immediately contacted them for the reasons for the notings as we never took any assistance and have been paying in time. They responded that " someone '' would get back to us in 7 to 10 days, and did not offer any explanations or clarifications for those Public Notings on our account We find this behavior inappropriate and we are being unnecessary being given a hard time by them. We have NEVER missed a payment and all payments have been made in the right amount and time to date. We will continue making payments on time. We therefore request removal of the comments as they are causing us massive distress in these times, and we are being needlessly targeted, despite fulfilling all the terms. We are NOT taking any assistance from them, for paying our Mortage loan. Please freely contact us for any information/clarification. We shall be happy to provide the same promptly. Thanking you and looking forward to your help. Sincerely Shocked and Disturbed Mortgage Holder.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60564
Submitted Via: Web
Date Sent: 2020-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am requesting a 2nd independent review for a loan modification. I would like to be considered for a loan modification that does not consist of a balloon payment which is not in my best interest. I have monthly income. XXXX and XXXX borrowers have disproportionately received and are offered high cost, high risk mortgages such as balloon payments. Even though I am an XXXX XXXX in a predominately XXXX XXXX neighborhood, I know there are better options. I have friends that are not minorities in a similar situation that I am in that were offered much better terms from SLS/XXXX XXXX XXXX. I have asked you to call me on several occasions, since XX/XX/XXXX in regards to this loan. No one can explain to me to the loan documents that were sent. All I know is that it is a balloon payment. Your customer service reps tell me to contact my attorney. I have attached the letter from my attorney and he cant figure it out either. He told me to contact you. I have called on 6 different occasions and was informed a rep would call me back. On XX/XX/XXXX I called and was informed that your rep called me on XX/XX/XXXX. They claim the phone went to voicemail and they did not leave a message. How convenient. I checked my call log and do not have a missed call from the number. I requested a loan modification on XX/XX/XXXX. I sent in all the documents on XX/XX/XXXX. My attorney received a letter dated XX/XX/XXXX with an approved modification for a balloon payment. It does not make sense and the numbers dont add up which is why I was requesting a call back. You did not consider my income or ability to pay when offering the worst loan possible. You made a decision before I sent in financial documents. That is a travesty and the exact same thing that happened during the mortgage crisis of XXXX-XXXX. I am asking you to consider ALL modification options. I have income and have the ability to pay. We are in a pandemic and I would like to be considered for all options to keep my home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 38109
Submitted Via: Web
Date Sent: 2020-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Specialized Loan Servicers LLC The company bought a loan from XXXX XXXX XXXX and immediately started harassing me and trying to change the terms on the loan documents and agreements made with XXXX XXXX XXXX. I have written letters and spoken to " agents '' who are rude trying to explain to them that I have a HELOC and do not have an escrow account. I have not had an escrow account in 20 years. I paid my taxes, late sometimes but I always paid them. XXXX XXXX XXXX paid two years of taxes for me and told me they would add the amount on the back end to my balloon payment, trying to help me out. I was fine with that. As soon as Specialized Loan Servicers LLC took over they started pressuring me for the amount and sent a statement with monthly payment @ {$16000.00}. Then they took it off and I guess put it on the back end after I confronted them. Next they started saying I didn't have insurance and they did forced place insurance without giving me enough time to find insurance. They force placed insurance for @ {$8500.00} a year and set up an escrow. I found insurance 45 days later for {$2300.00} and I am paying payments. They sent a letter saying they would remove escrow but they didn't and upped my payments to include escrow for the 45 days and escrow for the {$2300.00} which I am paying directly. I continued to pay my monthly payments but they put them in a suspense account and refused to credit them as monthly payment and again put the {$16000.00} on the monthly payment which was now {$19000.00} for a deficiency in escrow. I have repeatedly told them I do not have an escrow account - never have and I am paying the insurance and will pay the taxes, even if late. They are now trying to foreclose in the middle of caronavirus pandemic. They have been trying everything to foreclose on my property since they got the loan. They think it's worth a million dollars which it is not because it needs lots of renovation bathrooms are from 70s and everything is old and run down. I see that you recently won a class action lawsuit against them. In forty years I have a XXXX and deal with many banks and loan companies and this company is the worst I have ever experienced. They operate like criminals.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32789
Submitted Via: Web
Date Sent: 2020-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A