Date Received: 2020-05-12
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XX/XX/XXXX my Heloc loan was transferred from XXXX to SLS ( Specialized Loan Services ). XX/XX/XXXX of {$1300.00} I made the first payment which SLS could not locate for 3 weeks. SLS continued to call and tell me my account was delinquent even tho payment had cleared and I have receipt confirmation from them of my payment. SLS stated that my account was under maintenance due to the recent transfer from XXXX and this could take up to 60 days to sort out and that I would not be charged any late fees during this time that my account was showing delinquent. XX/XX/XXXX made my next payment of {$830.00} even tho my account was still showing delinquent. XX/XX/XXXX {$820.00} made 3rd payment although account account still showing delinquent and receiving phone calls about my delinquent account regularly and having to explain to SLS that my account is current, but they have informed me that my account is under maintenance. XX/XX/XXXX made payment {$780.00}. Account is now showing as current for the first time since XX/XX/XXXX. XX/XX/XXXX made payment of XXXX as they now have my account showing as past due again of {$780.00}, so made the payment of {$790.00}. Received multiple phone calls that my account is past due. spoke with another rep from SLS who stated my account is again under maintenance due the the transfer from XXXX, but I will not be charged any late fees although they are showing my account is past due. XX/XX/XXXX account still showing as past due, paid monthly payment states I owe {$780.00}, but when paying online it says that {$780.00} Is past due and I need to pay {$790.00}. spoke to rep from SLS who stated my account will take another few weeks to show current, but not to worry as they are not charging me late fees. Called back end of XXXX as I'm concerned now that it's showing in my account online that I am 90 days past due. SLS stated not to be concerned that the account is still in maintenance. XX/XX/XXXX now account is showing I owe a past due balance of {$970.00} even tho amount due is showing {$790.00}. Paid SLS {$790.00} as my account is not past due. Called customer service who stated that my account will show current by XX/XX/XXXX and and to call back to make sure it's been done. I've called SLS almost daily since XX/XX/XXXX as I wanted to give them an extra day. My account is still showing delinquent. I have asked them to send me statements of my account since XXXX of XXXX. I have never received a statement of my account or my payments. When I've asked to speak with a manager since XX/XX/XXXX to current date, I am told that I will receive a phone call within 24-48 hours. I've not once received a phone call from a manager. I pay online and print out my email receipt monthly as I do not trust them. I need them to REVERSE ALL DEROGATORY REPORTING OF MY ACCOUNT THAT IS MORTGAGE RELATED ASAP. All my payments have been on time to Specialized Loan Services and I've also paid over the amount that showed due and still they are showing my account is past due.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91911
Submitted Via: Web
Date Sent: 2020-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-12
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XX/XX/XXXX my Heloc loan was transferred from XXXX to SLS ( Specialized Loan Services ). XX/XX/XXXX of {$1300.00} I made the first payment which SLS could not locate for 3 weeks. SLS continued to call and tell me my account was delinquent even tho payment had cleared and I have receipt confirmation from them of my payment. SLS stated that my account was under maintenance due to the recent transfer from XXXX and this could take up to 60 days to sort out and that I would not be charged any late fees during this time that my account was showing delinquent. XX/XX/XXXX made my next payment of {$830.00} even tho my account was still showing delinquent. XX/XX/XXXX {$820.00} made 3rd payment although account account still showing delinquent and receiving phone calls about my delinquent account regularly and having to explain to SLS that my account is current, but they have informed me that my account is under maintenance. XX/XX/XXXX made payment {$780.00}. Account is now showing as current for the first time since XX/XX/XXXX. XX/XX/XXXX made payment of XXXX as they now have my account showing as past due again of {$780.00}, so made the payment of {$790.00}. Received multiple phone calls that my account is past due. spoke with another rep from SLS who stated my account is again under maintenance due the the transfer from XXXX, but I will not be charged any late fees although they are showing my account is past due. XX/XX/XXXX account still showing as past due, paid monthly payment states I owe {$780.00}, but when paying online it says that {$780.00} Is past due and I need to pay {$790.00}. spoke to rep from SLS who stated my account will take another few weeks to show current, but not to worry as they are not charging me late fees. Called back end of XXXX as I'm concerned now that it's showing in my account online that I am 90 days past due. SLS stated not to be concerned that the account is still in maintenance. XX/XX/XXXX now account is showing I owe a past due balance of {$970.00} even tho amount due is showing {$790.00}. Paid SLS {$790.00} as my account is not past due. Called customer service who stated that my account will show current by XX/XX/XXXX and and to call back to make sure it's been done. I've called SLS almost daily since XX/XX/XXXX as I wanted to give them an extra day. My account is still showing delinquent. I have asked them to send me statements of my account since XXXX of XXXX. I have never received a statement of my account or my payments. When I've asked to speak with a manager since XX/XX/XXXX to current date, I am told that I will receive a phone call within 24-48 hours. I've not once received a phone call from a manager. I pay online and print out my email receipt monthly as I do not trust them. I need them to REVERSE ALL DEROGATORY REPORTING OF MY ACCOUNT THAT IS MORTGAGE RELATED ASAP. All my payments have been on time to Specialized Loan Services and I've also paid over the amount that showed due and still they are showing my account is past due.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91911
Submitted Via: Web
Date Sent: 2020-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 1 ) I believe that my mortgage account with SLS is being mishandled and miscalculated. a XXXX My mortgage was with XXXX XXXX and my payments were {$490.00}. XXXX XXXX assigned my mortgage to SLS a few years ago ( maybe XXXX ago ). On the second year they raised the amount {$160.00}. They claim they miscalculated my property taxes. I understand that this could happen, but I believe their amounts are incorrect. b XXXX XXXX weeks ago I called them to let them know that I purchased cheaper home- owners insurance ( as a heads up ). And, two payments later my payment amount has NOT changed. c ) I have a XXXX {$30000.00} balloon. XXXX XXXX explained that the amount will not change or collect interest. But, after speaking to SLS rep that amount has changed. 2 ) I am exhausted and unsatisfied with the whole process.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21214
Submitted Via: Web
Date Sent: 2020-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Covid 19 CARES ACT clearly states mortgage servicer 's are required to provide 180 days mortgage payment relief and another 180 days mortgage payment upon request without penalty or accrued interest. On XX/XX/2020 requested Covid 19 CARES ACT mortgage relief from SLS Loan Servicing was given 90 forbearance period with balloon payment due at the end of the 90 day forbearance period ending on XX/XX/2020. On XX/XX/2020 sent certified letter to SLS Loan Servicing to advise Covid 19 CARES ACT mortgage relief requirement and request 1 year mortgage payment relief. SLS Loan Servicing has not authorized my request.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92071
Submitted Via: Web
Date Sent: 2020-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Due to Covid 19 I am out of work. Specialized Loan Services will let me skip three months of payments but on the fourth month, ALL FOUR months are due. I do not think they are Federally backed and do not have to follow the new guidelines. I think. What can be done if they are not Federally backed? Am I just up to their whims? They bought the mortgage and I have no say.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75093
Submitted Via: Web
Date Sent: 2020-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-11
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX, CO XXXX To whom it may concern : In the fourth quarter of XX/XX/XXXX, I called your support center to set up autopayments twice per month. This was an effort to help reduce the interest accruing. I began receiving a form letter saying that you were unable to process my payment. The letter had a X next to a blank line, failing to indicate details. Even though the funds were being deducted from my bank account, I called your support number to troubleshoot the Other issues. I was told that it was set up incorrectly. She then said that she fixed the issue and that I should ignore the letters since they have already been sent. I continued receiving letters saying that my bank was unable to process the payment with a X marked by Other. Late in XX/XX/XXXX I called again to ask for clarification on the problem. Funds were still being deducted from my checking account and I saw those same amounts in my SLS payment history. I was told that the half payments being applied was the difficulty. Again, I was told the issue was fixed. In XX/XX/XXXX I was still receiving these letters with the same message. I called and was told it was an application error on the SLS side and it should be fixed. I was also advised that I should ignore the letters since the error was not mine. On XX/XX/XXXX, I sent a message on your website. I asked for bimonthly payments to be taken out of my account and paid one payment ahead. Why do I keep getting late notices? I need someone to help sort this out before it harms my credit. I was again told to ignore the letters. I was under the impression that I was one payment ahead also. Thank you for your inquiry. After reviewing the account, you are set up on semi-monthly recurring draft for the XX/XX/XXXX & XX/XX/XXXX of each month. Depending what day the XX/XX/XXXX falls on, the late notices are generated on the last business day so you can disregard the late notices. On XX/XX/XXXX I requested that autopayments be cancelled. I also showed concern regarding reporting to my credit file. You say to disregard the late fees but your system shows I have 3 late payments. I don't want this hitting my credit report. Will you please correct my file. On XX/XX/XXXX I again utilized the messaging system on your site Now my billing statement says that I owe {$960.00} with a past due fee, I need to get this cleared up, I signed up for automatic billing and there is money in the account. Why am I showing past due? On XX/XX/XXXX I was told Thank you for your inquiry. I have reviewed your account, and there are not any late payments that have been reported to the credit bureau. On XX/XX/XXXX I again reached out via your website messenger I am attempting to return a call from XXXX. I have encountered problems when I tried to set up twice monthly auto payments to my mortgage. My concern is that I don't want a late mark to be reported to the credit reports. I asked for the auto payments to be stopped since it just wasn't working. I kept getting late letters but when I called they said to ignore it that everything was alright. I will continue to pay the mortgage manually monthly. My request is that the " late '' payment not be reported to the credit agencies. Please confirm that this is possible and has been completed. On XX/XX/XXXX I was told that a ticket had been opened to address my concerns. Again, on XX/XX/XXXX I reached out to follow up on my concerns. I again requested that late payments are not reported. I was under the impression that I did not have any late payments. My understanding is that I was completely caught up and current. On XX/XX/XXXX I was told that my requests were denied because you sent letters and my bank rejected the ACH requests. First my bank didnt reject the ACH. The monies were taken from my account and ended up notated in my payment history. It is not reasonable that : Multiple SLS staff told me to ignore the letters I am still being told that my bank rejected the ACH withdraws. The money left my account and you received it. That doesnt appear to be rejected. No staff member called to clarify the account status. I called multiple times and have only received one incoming call. The one incoming call was to deny my requests. This call came over 30 days from my first request for clarification. I have to call multiple times to get an accurate answer. XX/XX/XXXX I was told that the previous tellers I spoke with were mistaken. It is not reasonable that a consumer is being asked to contact you multiple times after being told by your staff to ignore letters. It is clear from the contact notes that I am mindful of my credit and payment status. If someone would have reached out with accurate information this could have been avoided. I am requesting that corrections be made to the credit reporting agencies to rectify this situation. The website history detail is very confusing and doesnt even contain a totals column. I thought I was one payment ahead. Sincerely,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97080
Submitted Via: Web
Date Sent: 2020-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Specialized Loan Servicing Crooks ... .. My husband passed away in XX/XX/XXXX. I found out loan was in default and paid it current for 16 months at XXXX a month. I have tried to contact them to no avale ... the loan is his only. I am not on it, couldnt talk to me no authorization. All mail went to PO Box I had no access to. I sent letter to modify so I could afford and keep house. I quit paying when could get no information. The title has been in both names from XX/XX/XXXX. He was able to refinance over and over when his business was failing and could not have qualified if verified. He has leins on property ... please help me ... ..
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: 2020-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hi Im trying to refinance my apartment so wondering if I would qualify for any programs available. I requested a mortgage modification with SLS so that could allow me to continue to make my mortgage payments. My loan was approved in XXXX. It is a Hybrid-LIBOR ARM with a floor of 9.7 % and a ceiling of 16.7 %. The current interest rate is 9.7 %. My monthly payments are {$1500.00}. In XXXX, XXXX, I became unemployed due to a benefits dispute between my employer and some of its employees. Since then, I have been XXXX and in XXXX, I decided to start up a XXXX XXXX XXXX XXXX. However, due to the start-up costs and complexity of the business, I was not able to generate any significant sales in XXXX. I also have not generated any sales in XXXX and the COVID-19 pandemic has significantly impacted my situation even further both professionally and personally as I am dealing with XXXX like lots of us. I recently applied for the Pandemic Unemployment Assistance ( PUA ) and Federal Pandemic Unemployment Assistance ( FPUC ) to help me with my monthly payments. However, my mortgage payment and condo fee will consume more than 55 % of this benefit. My credit score its excellent and they told me I would have to stop paying in order to qualify. I appreciate the time and hope to get a phone call with options if possible-THANKS AGAIN
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02301
Submitted Via: Web
Date Sent: 2020-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I purchased a home in XX/XX/XXXX that was on a parcel being split/apportioned. The paying of taxes was clearly outlined in the XXXX documentation ( I pay 60 % of the XXXX property taxes, the rear property pays 40 % ) that covers my property and the newly apportioned home behind me -- given my previous dealings with Specialized Loan Servicing ( SLS ), I understood this would not go smoothly and took every effort to get ahead of any issues that may arise, they are documented below. I have recordings of every single call if there are disputes regarding the content of my communication with SLS. XX/XX/XXXX - I call SLS, explain that my taxes appear to be complicated given the nature of the split property and I ask what is required to ensure this process goes smoothly. I am told to wait for bills to be received and am assured there will be no problem. I ask for a phone call when documents are received to ensure they are processed correctly XX/XX/XXXX - I call SLS to follow up as I have not heard from anyone and suspect my questions haven't been processed correctly. I am assured that, again, the taxes will be paid without issue and not to worry. The agent provides me the correct terminology to explain my concern, that the property is being newly apportioned and that I can upload my XXXX documents to XXXX and they will be processed by " XXXX. '' After the call, I attempt to upload my tax documents, the website is broken, it simply does not load an enter button. I am a staff-level XXXX XXXX at XXXX, I do everything in my power to force my files to upload and the website is still simply broken. XX/XX/XXXX - I am no concerned that I haven't heard anything regarding the payment of my taxes, the XXXX XXXX XXXX ( XXXX ) still shows the full outstanding balance owed. I call SLS and am told my documents were ( shockingly ) never received. I am told to use the mobile app. According to friends at XXXX, the ios app has been removed from the XXXX XXXX by XXXX and is not available. The agent tells me I am confused but that I can instead fax my documents. I fax my documents from my office, the confirmation is received at XXXX Central Time, all three pages of my documentation outlining my tax situation have been received by the SLS tax department. I am told by the agent not to worry, any issues caused by non-payment will be covered by SLS. The cover page of my fax requests a callback when the documents are processed ; I never receive a call. XX/XX/XXXX - I have not heard anything, the XXXX website shows no taxes have been paid, I call SLS tax department and am assured my taxes will be paid, not to worry. I figure SLS is being an excellent steward of my escrow funds and will pay at the latest time possible. My taxes owed are 60 % of {$10000.00} which is equal to {$6000.00}. XX/XX/XXXX - My property taxes have not been paid. My taxes are now delinquent, I am assessed a late fee of 7 %, and I now owe {$6400.00} to XXXX, a delinquent penalty of {$420.00}. XX/XX/XXXX - I receive a XXXX next day envelope from SLS, inside is an account statement and check for {$9400.00} without any other explanation. I check online to see that my escrow balance has been reduced by {$9400.00}. I'm now positive that SLS has made a grave mistake and does not know how to proceed. XX/XX/XXXX - I call SLS and receive an explanation that due to non-matching property IDs, SLS is unable to pay the property taxes on my behalf. I'm understanding but am concerned about why, after five phone calls dating back to XXXX, SLS was unable to inform me of this fact until after the property tax due date has passed. SLS ' resolution of closing my escrow account, after the taxes have become delinquent is obviously unsatisfactory. The agent clearly understands this as explained and affirms that SLS will cover delinquent fees, however it is now my personal responsibility to pay my property taxes. The agent tells me in no uncertain terms that I am to pay the taxes and furnish to SLS the receipt of tax payment, at which point I will be reimbursed for the delinquency fees. I deposit the escrow account check which settles into my bank account on XX/XX/XXXX. XX/XX/XXXX - I pay my property taxes directly to XXXX online, a total of the owed {$6400.00} plus a {$1.00} service fee. I save the payment receipt. XX/XX/XXXX - I call SLS to ask how to be reimbursed for the delinquent fees, I am told to upload the tax documents. I receive a new pin for uploadmytaxdoc.com as the agent suspect my pin may have been invalid previously. I try to upload the payment receipt to uploadmytaxdoc.com which is still broken. I fax the document to the SLS tax department fax number. XX/XX/XXXX - I have not heard from SLS, obviously they must be dealing with a long backlog of delinquent tax penalty reimbursements so I call to check the status of mine. I am told buy the agent that I must upload my documents again and that XXXX will work on XXXX, this turns out to be the case. I am also told that something was mixed up by the research team, and the agent will re-submit the claim which will be approved and paid out by XX/XX/XXXX. I am satisfied and feel that I will finally be made whole. XX/XX/XXXX - In my quarantine boredom, I decide to check on the status of my guaranteeed-by-XXXX XXXX XXXX delinquent penalty reimbursement. I am told by the agent that while she understands my explanation and agrees that the notes in my file confirm that I should be reimbursed, the research back office has indicated there is no amount to reimburse me for. She speaks to her supervisor who asks her to resubmit the claim as there must have been an error. She explains that due to a backlog of cases, it may even take up to 10 days. I understand this, I have waited six months for satisfaction, what is 10 more days? XX/XX/XXXX - 10 days have passed, I have not heard back from SLS and turn to the CFPB to resolve this issue before I have no choice but to pursue legal action.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 787XX
Submitted Via: Web
Date Sent: 2020-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Below is my letter to my mortgage company that I e-mail to them on XX/XX/XXXX, to which they have not replied. I have called, but the automated system continued to kick me off the line. It is impossible to reach a live person on the phone. Best, XXXX XXXX RE : Loan # XXXX Dear SLS, I am writing to inform you of another error in your calculations. Please see the screen shot attached for verification. On XX/XX/XXXX, my principal balance was XXXX. On XX/XX/30, I made two payments. The first, was {$4500.00}, which brought my principal balance to XXXX. However, the second payment is not calculated correctly in my account ( see attached ). I made a {$1000.00} Payment to principal, which should have then brought my principal balance to XXXX. On, XX/XX/XXXX, I made another payment, of which XXXX should have been applied to the principal, which would have lowered my principal balance further to XXXX. Please check to see if this is correct. [ As of XX/XX/XXXX, my principal balance is listed as {$240000.00} ]. Please update our principal balance to the correct amount.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 061XX
Submitted Via: Web
Date Sent: 2020-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A