Date Received: 2020-03-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I contacted customer care at XXXX CMC Funding specialized loan servicing LLC XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX Because of the Cononavirus I'm out of work and wanted to see what I could do payment wise with the company because its a international problem. Basically they said I could go in a three month forbearance. At the end of the three months I would have to come up with the three months of mortgage in full up front. This is basically impossible if I'm not working. I was to receive information through the mail the next day that I haven't received yet. contacted them The XXXX or XXXX of XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 026XX
Submitted Via: Web
Date Sent: 2020-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My Mom passed away over 2 years ago and I have been named executor and trustee of her account. I've sent copies of her death certificate and copies of her will twice. These are the dates that I've called SLS but they can't tell me anything because I'm not on the account. They call me every other day to talk to the estate then hang up. I Called on the XX/XX/ Called on the XX/XX/ Called on the XX/XX/ Called on the XX/XX/
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94521
Submitted Via: Web
Date Sent: 2020-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I sent a Notice of Error under 12 CFR 1024.35 and Notice of Complaint under Connecticut General Statutes 36a-719h to Specialized Loan Servicing, LLC, NMLS # XXXX, XXXX. XXXX XXXX, XXXX, CO XXXX. I received a acknowledgement of receipt from them dated XX/XX/XXXX, which advised that my letter was under review and that a response would be issued within the applicable state/federal timeframes. To date, well over 30 days later, the servicer has failed to respond. Below is a copy of my letter : XX/XX/XXXX TO : Specialized Loan Servicing, LLC NMLS # XXXX XXXX. XXXX XXXX XXXX, CO XXXX FROM : [ redacted ] Re : Notice of Error under 12 C.F.R. 1024.35 Notice of Complaint under Connecticut General Statutes 36a-719h Mortgage Loan Number / Account Number : [ redacted ] I am writing to provide you with written notice of the error described below in regard to the mortgage on my property at [ redacted ], and to request correction of the same. At some point on or after XX/XX/XXXX, your company incorrectly imposed a {$910.00} fee on my account, failed to notify me of the fee and the reason therefore, and the first I received any evidence of this fee was when you recently added it to my mortgage statement showing it as past due ( i.e. see Past Due Amounts - {$910.00} - statement dated XX/XX/XXXX ). I have repeatedly attempted to resolve this error over the phone with your representatives, who have confirmed that this is an improper charge. On XX/XX/XXXX, my daughter, authorized to speak on my behalf, was told that although this fee may be improper, there was nothing your company could do. This is completely unacceptable. I am additionally concerned that your company may have reported my account past due to the credit bureaus as a result of this error, which will need to be corrected. This fee is not a bona fide fee and there is no reasonable basis for its charge. I am also concerned that this may have been done to other Connecticut consumers in the transition from XXXX XXXX XXXX XXXX ( NMLS # XXXX ) to Specialized Loan Servicing, LLC. If this matter is not appropriately resolved, I will be filing the appropriate consumer complaints with the CFPB and Connecticut Department of Banking. In addition to providing written notification of error, I hereby additionally request copies of any and all documentation relating to this fee, including the original notice informing me of such fee, and a full accounting of my account on and after the date the fee was originally imposed. Please also consider your duties under Section 36a-719h of the Connecticut General Statutes in connection with your Connecticut Mortgage Servicing and Mortgage Lending licenses, with particular emphasis on subsection ( a ), subdivisions ( 1 ), ( 2 ) and ( 8 ). If you need to contact me, I can be reached at [ redacted ]. However, I would prefer that any communication regarding this matter be made in writing from this point forward. Sincerely, [ redacted ]
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2020-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage through Specialized Loan Servicing. I was behind on mortgage and took money from my 401k to get caught up. I was told one amount over the phone so I paid that amount plus an additional mortgage payment. Once the payment posted I called to see if the late fees totaling {$1100.00} could be removed and I was told I needed to email a different depart to request they be removed & I was told I should have a response within 7 business days. So after two weeks I called to follow up and was told they didnt show an email but that the rep could handle the request over the phone so he put in a request. So again, I had to wait. In the mean time I received a statement with a regular mortgage payment and another fee labeled unapplied/suspense. Confused about what the unapplied amount was for, I logged on the the website to look at the transaction & payment history. Even more confused, I called again. Spoke to a different person and the rep told me the unapplied was money left over but not enough for a full payment but I could add {$210.00} to the unapplied to make another complete payment so I did that, so now Im totally current. The problem is Im being told different stories about the late fees. 1 ) First I was told the account needed to be current before the fees could be removed 2 ) then I was told there was no way to just pay the late fee and that they would be on there for the life of the loan unless I made the payment all at once which is what I thought I did when I made the large payment on XX/XX/2020 for {$11000.00}. Because prior to making that payment, I called to get the exact amount and was told {$9800.00}. 3 ) Next, Im told to email a request, then I was told to request removal over the phone. 4 ) Now after asking about why the payments Im making arent going towards the payment thats due, I was told that I keep getting late fees because it looks like Im making partial payments when Im not. Im making a full mortgage payment. Now Im being told that they removed one late fee for {$48.00} but that is all they would do. I explained to them that {$1100.00} would be better spent on the XXXX mortgage payment but I havent been able to get a straight answer. Each person tells me something different. I asked to speak to a manager or supervisor and was told one would call me back but they have not called. Im terribly frustrated because my mortgage has been sold three times and this is the worst company I have had. The first mortgage company was XXXX XXXX then the load was bought out by XXXX XXXX XXXX now Specialized Loan Servicing. Please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 38016
Submitted Via: Web
Date Sent: 2020-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had a XXXX XXXX account since XXXX. This loan was setup though ( MERS ). mortgage electronic registation services. Which I was told was not legit, but I I'm a very credit conscious person with no extra money to pay a lawyer & no time to really seek the information needed. Back in XXXX I got a loan modification, now here in XXXX XX/XX/XXXX. I get a call from Specialize Loan Services. Telling me they own my loan now, how can I make the payment. They told me I was late & gave me a lot of attitude for nothing, in a form of bullying, talking down to to. I told the person the payment was made to XXXX XXXX. Then I see the money was bounced back into my account. I never received any paperwork stating my loan being moved from either one of these financial institutes. I also seen somewhere that XXXX XXXX need to send me a document that they own the loan to transfer it. Not sure if it's true, but I need your help seeking justice. Thanks to this incident I'm back on it. XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07106
Submitted Via: Web
Date Sent: 2020-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Due to the coronavirus epidemic, XXXX XXXX County is shut down which has caused a loss of business and therefore a loss of income. After watching President Trump address the nation and letting us know that our mortgage companies and other companies are working with Americans to help in this difficult time, I called Specialized Loan Servicing to find out how they are helping its customers. I explained my situation to XXXX in their XXXX Office. XXXX explained that SLS was offering a 1-3 month forbearance to it's customers. There would be no late charges or reporting on our credit. BUT here 's the catch after the three month forbearance is up all monies are due for the three months mortgage. I asked how is that helping someone that is setting the consumer up for failure. My mortgage is {$3400.00} a month and to come up with three months at one time would be impossible it would put me in the danger of foreclosure. I asked why wouldn't the company simply put the three months at the end of the loan they would still effectively get their money. They did not have a valid response. In this unprecedented time it is shameful that Specialized Loan Servicing would take advantage of its customers by claiming to help but actually putting them in a worse predicament. If they are going to help they need to offer tangible help by allowing consumers to put these payments on the end of the loan. No other option of help was offered to me by SLS so I am not sure if their are more available options. You're attention to this matter would be greatly appreciated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 903XX
Submitted Via: Web
Date Sent: 2020-03-20
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2020-03-19
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Yesterday on XX/XX/XXXX, I completed an [ Online Refinance Loan Request ] with my Mortgage Loan Servicing Company. ( Specialized Loan Servicing ). On XX/XX/XXXX, I received a call from the Mortgage Servicing Company ( Specialized Loan Servicing ) and was told by their representative ( who completed the online application ) ( Mr. XXXX XXXX : XXXX ) that the ( Request for a Loan Refinancing ) was unable to be approved because of [ debt to income ratio ]. Approximately in XXXX of this year, I tried to refinance with my Servicing Company ( Specialized Loan Servicing ) but requested a Cash Out to help pay off debt, but the company was unable to ( approve/process the refinance request also ). My husband and I purchased our home with a ( 30 year fixed mortgage ) approximately 17 years ago in [ XXXX ]. And now after ( a modification ) approximately in XXXX ( which was supposed to be assisting and affordable ) we will be paying for this home for ( 47 YEARS ). Payoff in ( XXXX ). The mortgage also has a deferred amount of ( {$38000.00} ) which has not moved in approximately ( 11 years ). So I would like the Loan Servicing company to tell me what DEBT are they concerned about ( we the mortgage holder ) trying to pay off. The debt to income ratio has nothing to do with the denying of this loan. Because if the Loan Servicing Company wanted us out of debt, ( which they dont ) they would have allowed us to refinance out of these long term mortgage balances that [ YOU ] THE SERVICING COMPANY HAS US IN [ i.e. XXXX DERERRED BALANCE THAT HAS NOT CHANGED SINCE APPROXIMATELY 10 YEARS AGO. And facing ( 47 years of payment on a home ) instead of being allowed to reduce those years ( by 10 years ). Which Im trying to do with this refinance. Also, since there will be a Maturity Date of [ XXXX ) instead of [ XXXX ]. I just cant see where is All This CONCERN of DEBT, when the Loan Servicing Company wants to keep homeowners paying out such a [ fortune ] of money on these extremely Long Term Mortgages. As part of this Refinance, I requested a Payoff of an approximately ( {$22000.00} ) ( 30 YEAR Second Mortgage ) to be included, because we have been paying XXXX XXXX XXXX FOR THAT MORTGAGE APPROXIMATELY ( 11 YEARS ) AND has barely seen it reduce. Also, the bank changed the Terms of The Mortgage somewhere along the way which we were not aware of. The bank withheld a number of pages in connection to the loan and sent it to us approximately ( 9 ) years later, with all these different terms. ( See attached form ). Also, the loan servicing was supposed to be concerned about debt, but made on an insurance projection without consideration of contacting us ( the homeowners ) reference our choosing of a more inexpensive insurance. The Loan Servicing raised the monthly Payment ( {$160.00} ) and caused an Escrow Shortage in an EXTREME AMOUNT OF [ {$1600.00} ] AND RAISE OUR MORTGAE ACCORDINGLY TO THAT SHORTAGE WITHOUT ANY CONCERN OF US MAKEING THE PAYMENTS OR ANY CONCERN OF ADDITIONAL DEBT. THAT ( THEY ) THE LOAN SERVICING COMPANY WAS IMPOSING UPON US. ( See Attached Monthly Payment/Escrow increase forms ) AS A RESULT, WE WERE ( CONCERNED ) ABOUT OUR MORTGAGE PAYMENT GOING UP, SO WE PURCHASED INSURANCE FROM A DIFFERENT INSURANCE COMPANY WITHOUT SUCH AN UNECESSARY HIGH COST. AND NOW WE HAVE TO ASK FOR AN ESCROW ANALYSIS TO HAVE OUR LOAN SERVICING COMPANY TO LOWER OUR MORTGAGE BACK TO ITS TOTAL BEFORE, THE LOAN SERVICING COMPANY INCREASED IT BASED ON A [ PROJECTION ). BUT NO ONE ASKED ANY QUESTIONS or ( had any DEBT concerns ) BEFORE RAISING THE MORTGAGE PAYMENT [ {$160.00} ) AND CAUSING AN ESCROW SHORTGAGE ON US OF [ {$1600.00} ]. WHICH THE MORTGAGE LOAN SERVICING STILL HAS NOT ADJUSTED/CORRECTED. ALSO, THAT ( {$160.00} ) COULD HAVE BEEN CONSIDERED PART OF A MONTHLY PAYMENT FOR MY REFINANCE REQUEST. Specialized Loan Servicing XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, CO XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33029
Submitted Via: Web
Date Sent: 2020-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-20
Issue: Incorrect information on your report
Subissue: Public record information inaccurate
Consumer Complaint: This loan was not discharged in my bankruptcy, I want that removed from my records
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85388
Submitted Via: Web
Date Sent: 2020-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am in process of doing a Chapter XXXX bankruptcy. My loans were originally with XXXX XXXX XXXX, they transferred or sold the loan to Specialized Loan Servicing. The problems is that no matter how many payments I make, I am never up to date per them or their system. Since I am going through a bankruptcy they state that they can not provide me with any paperwork on my payments, except through some special request process and it can only go to my lawyer. I have not put this loan in the process and I having been trying to pay my XXXX and XXXX payments, and now they are stating that I owe them from XX/XX/2019 and to become current it will be over {$6000.00}. dollars. I have no idea what is going on why they are saying this and how to make this work as they will not work with me. Please help me, I am already fighting through devastating financial issues and each time I think oh I have a soultion, then another issue comes up based on the fact that I can't fact check or see any kind of information about the amount of money that I owe.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98290
Submitted Via: Web
Date Sent: 2020-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have a home mortgage with Specialized Loan Servicing on our primary residence that they maintain an escrow account for. Every year that Specialized Loan Servicing ( shortened to SLS ) has handled our mortgage there have been accounting errors that have resulted in expensive shortfalls or sometimes surplus in the account. I have audited the account and every single year there has been an incorrect balance as follows XXXX see supporting documents for statements XXXX : XX/XX/XXXX Shortage in escrow account asked to pay {$1500.00} XX/XX/XXXX Overage in escrow account refunded {$460.00} XX/XX/XXXX Shortage in escrow account asked to pay {$380.00} XX/XX/XXXX Shortage in escrow account asked to pay {$36.00} XX/XX/XXXX Shortage in escrow account asked to pay {$4300.00} The current year shortage is more than 3 times our monthly mortgage payment. When looking at their escrow balance estimate their estimated payment to insurance was {$1500.00} when a balance of {$4300.00} was paid out. This shows that the unchanged values from the year prior were again off by almost 3x the necessary value. These accounting estimates are wildly inaccurate and as the homeowner I am expected to foot the bill for their failure to properly account for 2 things that are easily summed. Annual homeowners insurance premium is provided by the insurer and the county tax is paid in arrears so over a year notice is provided if there are changes made. At this point I am being asked to pay the difference in their accounting error due to their negligence. This needs to be resolved and a proper estimate in the escrow account needs to be made. When I attempted to contact SLS in regards to this issue there were no agents available and the call was disconnected. There was a recording playing to try again in 30 minutes which is not an acceptable alternative given no ability to leave a voicemail or email provided. I did also use their customer portal to submit a ticket to have them contact me regarding this issue, but my concern is that they will continue to erroneously calculate the escrow account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 805XX
Submitted Via: Web
Date Sent: 2020-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A