Date Received: 2020-03-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX XXXX ( XXXX XXXX XXXX ) sold my loan to Specialized Loan Servicing ( SLS ) without my knowledge in XX/XX/2019. I was not informed by either company that this had occurred. The only reason I found out it happened was by going to a XXXX XXXX XXXX branch office. Although XXXX XXXX XXXX has my current mailing address, both of these companies claim they mailed this notification to the address where the loan was taken out, which I haven't lived at for 13 years. Not only that, SLS filed a complaint against my credit report saying I was delinquent in XXXX when, as I said before, I didn't even know they had my loan so how could I make a payment? They placed an insurance policy on my house without my knowledge. I have informed them that I have insurance ( sent copy and had my insurance company FAX them the policy ( XX/XX/XXXX ) ) and pay my own property taxes and yet they still have an escrow account for me they want me to pay into. I paid them {$1300.00} on XX/XX/XXXX to bring my account current. My payments were {$460.00} per month with XXXX XXXX XXXX ( fixed rate ) and yet my payment for XXXX was {$740.00} on XX/XX/XXXX. A representative of this company informed my payments were to go up to {$810.00} in XXXX. According to a lawyer my payments should remain the same. I have no access to my account online and have been given the run around as to why this is so. They send no paper documentation to show what is happening with my account. I believe Specialized Loan Servicing is run by criminals who use fraud to steal people 's homes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29407
Submitted Via: Web
Date Sent: 2020-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: To whom it may concern : XXXX was the originating lender of our Home Equity Line Of Credit ( HELOC ) Loan Account in the beginning, this product was offered, marketed, lured and insisted to us by XXXX Financial Officer, who has committed a number of fraudulent transactions, hence he got fired. XXXX was involved in so many illegal loan originations, MERS related issues which was publicly announced, litigated in court, and has brought XXXX XXXX XXXX to shut down and was acquired by XXXX XXXX XXXX. We paid our monthly into XXXX. When XXXX shut down and was taken over by XXXX XXXX XXXX sometime in XX/XX/XXXX-XX/XX/XXXX, we have sporadically received monthly statement and we paid into as well, however, when Specialized Loan Servicing took over, then since XX/XX/XXXX we have not received any monthly statement. While I focused in on my husband who had a XXXX in XX/XX/XXXX, and my daughter who got XXXX in XXXX. I had no idea where our HELOC loan went. Last balance I know was $ 40,000+ with XXXX XXXX XXXX . In XX/XX/XXXX, SLS sent us a demand letter to pay {$120000.00}. Then in XX/XX/XXXX, sent us a demand letter with the total amount of {$110000.00}. Then immediately they filed a foreclosure in XX/XX/XXXX. I called SLS and asked them if I can apply for a Loan Modification, the person I spoke with said Yes I can and then I received in the mail a Letter with Loan Modification packet dated XX/XX/XXXX ( attached ), sent by XXXX. I completed and I sent out all the documents and waited, but then someone ( a guy ) called me and said " SLS will not even accept any application for Loan Modification on your account because we need to get paid or it will be foreclosed ''. I was in distress, as this guy threatened so much that I felt harrassed. I called again and spoke to XXXX ( the assigned representative ), only then when I found out from her that the information they have was wrong. I have a 1st mortgage with XXXX, and in SLS my balance recorded in their system was $ 560K+ and in their record the value of my primary home is $ XXXX, so they are counting the eggs in their baskets which I felt like they are intentionally doing because they thought there is gold in our primary home that they can fish. I corrected XXXX and told her with respect that my 1st mortgage payoff balance is $ XXXX at that time ( I will attach the payoff quote if possible in this complaint ). So XXXX realized their system 's mistake and advised me to make an offer of at least $ 40K. Being injured at work and on XXXX XXXX right now, I just can not produce this amount to save our home, so I offered the amount of what I can possibly afford $ XXXX payable in 3 years, SLS denied it, I offered $ XXXX for 60 days, they denied it, and my final offer of $ XXXX as the difference of $ XXXX less 1st Mtg of $ XXXX is about $ 25K, and I offered that payable in 6 months, but they denied again, and XXXX 's supervisor ( I forgot her name ) talked to me and said, we won't accept any offer below $ 80K. It is when, I decided to write a QWR because I am confused at how they are accounting for my true debt. I also asked XXXX why SLS did not send me monthly statement since XX/XX/XXXX ( only 1 closing statement I received was XX/XX/XXXX attached ) with new balance of {$120000.00}, so that at least I could have paid the monthly, she said and her supervisor confirmed as well that it is because my property has no value that they can go after and also I was protected by bankruptcy chapter XXXX. Currently, Specialized Loan Servicing is the servicer of the subject propertys Heloc Account. We dispute the amount that they claim as owed according to the Monthly Billing Statement and I requested that they send us information about the fees, costs, and escrow accounting on our loan from the origination date until today, I sent them a Qualified Written Request ( QWR ) on XX/XX/XXXX ( Priority Mail, I requested a signature with Return Receipt ( green card ) ), this QWR I had written and notarized on XX/XX/XXXX. According to USPS it will be delivered on XX/XX/XXXX. ( A copy of my QWR is attached. Today, XX/XX/XXXX Friday, I have not received any acknowledgment from SLS that they received my QWR. In my research they are supposed to send me an acknowledgement letter within 5 days of receipt of my QWR. I am writing this complain to seek your help in investigating how they erroneously threatened me and setup my house for foreclosure using the unverified information they have on my 1st Mortgage Balance. It is so sad, that the SLS Collection Arm would harassed me because their eyes were looking at the massive profit based on their wrong unverified information. I would not be surprised that they have miscalculated my debt as proven by their XX/XX/XXXX statement bearing {$120000.00} vs Default Notice and Notice of Intent to Foreclose dated XX/XX/XXXX with the amount to cure the arrears of {$84000.00} ( attached ). Please help as this is our primary home, I just wanted to exert my rights against this SLS financial giant who does not have the heart to help families like mw. It is my prayer that CFPB will be able to help me in getting SLS comply with the US programs on preserving American Homes to be saved for the homeowners as their primary home. Thank you so much in advance. Sincerely, XXXX XXXX To date, the documents and information we have received from XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX and Specialized Loan Servicing and our escrow files including subsequent records do not answer many questions. Any refusal to answer our request will be considered a predatory servicing or lending and servicing schemes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91206
Submitted Via: Web
Date Sent: 2020-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-12
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/2020 I called the ( Refinance Department ) of my mortgage company ( Specialized Loan Servicing ) and after waiting for quite a while, I am told ( by recording ) to leave my name and number and they will call back in ( 24 ) hours. I waited the next day for the call and after not receiving a call-back from the mortgage Servicers at approximately ( XXXX XXXX ) I called the customer service number and told them that if they could pass on information to ( whomever necessary ) that their Refinance Department was not answering or returning customers phone calls. So at approximately ( XXXX ) I receive an unidentifiable phone call with an area code [ XXXX ] and by chance redialed it back, and it was a representative from ( Specialized Loan Servicing ). I dialed him back at least ( 4 ) times and he never picked up the call. I left a message ( my name and number ) after the first call and stated that this is an unidentifiable number he called me on for the mortgage servicing company, and I had called ( 24 hours ) ago and needed him to call me back. He did not. So after trying to get him back for approximately an hour, I called the Customer Service Line and was connected to someone in Arizona ( who appeared to not know what he was doing ) was stating to me that, that phone call from ( XXXX ) was not on his long. I stated to him what is it Im suppose to do, I have the persons number and message on my phone stating he is with ( Specialized Loan Servicing ) ; And asking me to wait another ( 24 ) hours. So that Arizona personnel stated ( aggressively ) that he was checking and had to check deeper into the matter while I hold on. And during the time of being on hold, he disconnected me from his line and sent the call to a vague recording. And I hung up.
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: 2020-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, I call Specialized Loan Servicing ( SLS ) to tell them of my intent to paydown the principle. The agent advised me to make the normal monthly payment of {$1400.00}. Review the account online and make a seperate payment to my principal, the agent walked me through the process of making a payment to principal. On XX/XX/XXXX, I made the payment to principal in the amount of {$7400.00}. This payment was not a payoff but it was a direct payment to principal, with the intent to bring the principle down to XXXX, I would still have an Escrow payments and fees. I reviewed my account on XX/XX/XXXX, and found that my payment was not applied to the principle. I called and spoke to another agent who reviewed the account and told me that my principal payment was applied to fees first then principal. I advised the agent that the previous agent I spoke with on the XXXX did not advise me of this and when I made the principal payment using their online system, I was not advised of this. In fact to make a seperate payment to fees was a different option and I did not use that option. The agent submitted my complain/request, to have the funds applied to principle and requested that I call back sometime next week for the resolution. 1. As a consumer protection agency I feel you need to review the process and controls put in place by SLS. Their process in how they apply a principal payment is not transparent. First, their agents did not provide complete information when they had my account information. Second, their online payment systems did not provide correct information and mislead the consumer to believe that a principal payment would be applied to principle. 2. SLS has an open separate complaint with regard to the fees assessed by a different bank. It seems like the left hand doesn't know the right hand has an open pending CFPB complaint against the fees. The agent on today 's call advised me the fees were legitimate, how could she know? The fees were assessed by a different company and the CFPB complaint hasn't been resolved? 3. Complaint management : I made a complaint to the agent about how I was mislead and how I was not previously advised how my principal payment would be applied. The agent advised me that I would not receive anything in writing and I would need to call back. In my opinion, any UDAAP complaint should be responded to in writing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78249
Submitted Via: Web
Date Sent: 2020-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2019 we started making payments to CMC Funding Inc, who then had SLS ( Specialized. Loan Service LLC ) take over the payments. Starting in XX/XX/2019, we started getting incorrect statements saying we were behind two payments. They even sent a person to our home to make sure that someone was actually living in it. Today I received a statement that states we are four payments behind, or they have put a lot of late fees on the bill. In XX/XX/2019, we went to our bank and from the bank, with the assistance of the Manager, we faxed bank records to SLS showing that we were current. This has continued since then. Every month we get phone calls and a visit from a gentleman that assures them that we still live here. In XXXX we went once again to the bank and once again with her assistance we gathered all our information and sent it on its way to SLS. Nothing is working. They send us outrageous monthly statesmens, phone calls to no avail, however they are not listening to us or our bank, when we provide the proof of payment. We are at the end of a very short rope ... meaning, we are both retired, living off Social Security, making our home payment, and we can not get this company to do their due diligence by researching on their end to see where the payments are going and why it takes so long at their end for the payments to get documented in their system. I want to sue them for the balance of our loan. The amount of work, XXXX and XXXX XXXX and XXXX that they have placed on my husband and I for the last six month is overwhelming to put it mildly! I can not keep going like this for the remainder of our loan balance. Granted we just started, however this is so ridiculous for us to go thru every month! We need help dealing with this company as they are not listening, nor are they reading the documents that we are sending from the bank. I have no idea what I need to do next. We have exhausted all of our options.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ID
Zip: 83709
Submitted Via: Web
Date Sent: 2020-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was originally serviced by XXXX XXXX XXXX ( XXXX ) and all of my payments were made on time and with no issue. I set up a bi-monthly payment schedule with them and configured by bank account to automatically send these payments the previous month so that the money would all be there by the due date. For example, {$850.00} of the payment due XX/XX/XXXX would be sent on XX/XX/XXXX, and another {$850.00} would be sent XX/XX/XXXX, completing the funds required to make the XX/XX/XXXX payment. On XX/XX/XXXX, a letter was sent from Specialized Loan Servicing ( SLS ) stating that my loan had been transferred to them and they would be collecting my mortgage payments beginning XX/XX/XXXX. Since this letter was created after the transfer date and I didnt actually receive the letter until the following week, I had already made 2 payments in XXXX that were sent to XXXX XXXX. I called SLS and they assured me that any money sent to XXXX XXXX would be forwarded for the next 60 days from the XX/XX/XXXX transfer date and no late fees would be incurred. All of the payments I made starting XX/XX/XXXX were made to SLS and they have all been on time. From the minute they received by loan SLS has made an absolute mess of my account and I have tried to get these issues corrected over and over to no avail. On XX/XX/XXXX, I faxed a copy of all my bank payment records to SLS and asked them to please fix my account to reflect all payments. I got no response. In XX/XX/XXXX I contacted XXXX XXXX with Utah Consumer Credit and Compliance who opened a case to work with SLSs compliance coordinator to try to get this resolved. Again I got no response from SLS, but within 30 days I did receive a statement that showed that SLS had fixed the late fees and made some adjustments to my payment history. My account wasnt completely fixed but it was better than before, and I assumed it was still in the process of being worked on. As the months passed the problems still continued and past due payments started showing up on the monthly statements again. In an effort to resolve all possible confusion, I took the advice of one of their representatives and changed my payments from bi-monthly to just one payment a month starting XX/XX/XXXX. Not surprising, nothing was fixed and my payment history was still a mess. At one point I asked if SLS could provide me with a record that showed all the payments they have received from me. This document is the biggest accounting disaster I have ever seen and only an SLS internal guru would be able to decipher their postings. I have attached a copy of this document for your review. Good luck. I decided to send another letter to SLS ( I emailed it as well this time, just to be safe ) in XX/XX/XXXX. In the meantime, I decided to try to make sense of the payment records they sent me. I was able to recognize that the very first payments on record looked off, so I called XXXX XX/XX/XXXXXX/XX/XXXX. They sent me a spreadsheet showing the last few payments before the transfer and I realized that XXXX had incorrectly applied the last payment made to them entirely to principle. I few weeks later I actually received correspondence from SLS. It had a copy of a letter they had composed back in XXXX in response to the Consumer Credit and Compliance investigation. I never received this letter originally, but it contained a statement that confirmed what I found about XX/XX/XXXX inaccurate payment posting. It also stated that they feel they have accounted for everything appropriately and they are justified in assessing the late fees and reporting late payments to the credit reporting agencies. I called again on XX/XX/XXXX with the intention of going through every single payment I show Ive made. I spoke with 3 different representatives and they all said they didnt have the ability to do that. I asked if I could make an appointment to sit with someone in person, even if it meant having to fly to their office to do so. I was told that they dont do that either. I asked if they would send me another statement showing all the payments they can see that Ive made. As of today, almost 2 months later, I still havent received anything from them. I have tried to get this info online but when I try to login to my account it gives me an error message saying that since my account is past due I need to call them. I have no idea what else to do now. I provided them with actual bank confirmations of exact dates and amounts that prove that I have never missed or made a late payment, yet they can continue to say that my account is behind, take thousands of dollars in late fees, and ruin my credit score, hindering my ability to secure other financing options. There are several class action lawsuits against this company and their XX/XX/XXXX XX/XX/XXXXXX/XX/XXXXrating is an F, with XXXX complaints closed just in the last 12 months! I would greatly appreciate anything you could do to help me get this resolved. Thanks in advance for your help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84123
Submitted Via: Web
Date Sent: 2020-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I had completed a Modification in XX/XX/XXXX with my former loan service, XXXX XXXX. My payment was modified from XXXX to XXXX and the past due balance was re-amortized. In addition, XXXX XXXX changed my payoff date to XX/XX/XXXX of XXXX. When my loan was transferred to Specialized Loan Servicing on XX/XX/XXXX, they did not honor my previous loan modification with XXXX XXXX and reported my loan as past due. When I tried to make my payment with Specialized Loan Servicing in XXXX I was not permitted to do so because my loan was delinquent. In XXXX of XXXX I contact Specialized Loan Serving to dispute the delinquency on my account, and to honor my loan modification. Since my dispute I have not been able to get a clear answer from Specialized Loan Servicing. I finally applied for another loan modification in XX/XX/XXXX, and was denied for that modification on XX/XX/XXXX because my loan did not " meet delinquency requirements. '' I have since submitted another Qualified Written Request to Specialized Loan Servicing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97266
Submitted Via: Web
Date Sent: 2020-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: The reason I am filing this complaint is due to the fact that I believe that I am not being given proper consideration to avoid foreclosure on my home. I initially attempted to seek all retention programs in effort to keep my home but was advised by SLS that my account is not approved for consideration and could not supply any financial information to be reviewed for an option to keep my home such as a modification. However, I was told that they would allow me to sell my property through a short sale program. I followed their instructions and listed my property for sale. As of XX/XX/ I received over 6 offers on my property however ; SLS refuses to allow us to the opportunity to submit them although they specifically told me that they would consider all offers provided I list my property for sale. This is devastating to me because I already felt I was forced to sell my home due to the fact that they would not review any documentation for consideration of a retention program especially given that I wanted to keep my home and can afford it. My hardship has been fully resolved. So, to get to a point acquiring several offers to be only told they would not be considered is a huge blow. As it stands, we have a full priced offer at {$680000.00} and I am requesting that SLS allow my respective listing agent to submit the offer to the short sale department for consideration.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91701
Submitted Via: Web
Date Sent: 2020-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Sent {$6100.00} on XX/XX/XXXX, to bring up my delinquent mortgage and included an outline of where money was to be applied according to the mortgage statement I had received from SLS. ( pages 1 & 2 ). About XX/XX/XXXX to XX/XX/XXXX, I spoke with XXXX, VP of Collections. He related that even though I had sent {$6100.00} Ii still needed to pay {$870.00} in legal fees. We set up an agreement for me to make payments. ( pages 5 & 6 ). I am attaching much correspondence asking for someone with authority to go over this and call me. Now most recently I am receiving a foreclosure notice. See pages ( 8 - 22 ). My letter of XX/XX/XXXX, addressing again my payment history since XX/XX/XXXX to present and response to the foreclosure letter. ( pages 23 - 25 ) Obviously I have tried and tried to resolve this situation with correspondence and calls. BUT no one will give me a straight answer. They keep saying someone will call but they don't do so. Also please note the many departments they have and the many phone numbers and addresses .I have to send the documents under another entry as this computer is not accepting attachments. I will send under a separate entry. In the beginning I had no idea who I was calling and they would not identify which department I was speaking with. Each time I would go over my situation and then I would get transferred. I know I was very very bad in the past but I am trying to get this all cleared up. They would never consider viewing my calculations and the discussion I had with the VP of collections which I am certain was recorded as they state when calling.. I realize this is a lot to go over but I need your help. I am in real estate and when your agency was formed several years ago it was a positive way for consumers who were hurting during the recession ( alto they don't call it a recession ) to get back on their feet. Mortgage companies were relentless in calling folks behind on their payments which were many. Then this protection agency was formed and now we were given a direction of who could help us. I have even had Apprisen ( an agency to help people during hard times ) be on conference calls with me to SLS. ( always disclosed ) She too agreed that it is a run around. Again I am enclosing a great deal of correspondence. Have tried to put in date order. Have separated my correspondence with that of SLS except for the recent foreclosure notice. In regard to the foreclosure notice that did not take into consideration I had called in the payment for XXXX the day after XXXX XXXX XXXX in amount of {$880.00}. But again these other additions is what is in dispute. Pages 26 - 30 is other correspondence I had written regarding the situation. Also am enclosing XXXX emails received from SLS stating they did receive my letters ( Pages 31,32,33 ) but nothing happens. SLS is also claiming have an escrow shortage of {$970.00}. I have not had time to go over to verify their numbers. This will be my next project. I can certainly need your help. Considering all my attempts I can not get any where with SLS other than their rebuttal in writing which does not match with my calculations. HELP
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This all began when there was a movement from XXXX XXXX XXXX to SLS for our HELOC. During this time, it seems that BoA misplaced the payment I made XX/XX/XXXX, and when the loan moved to SLS on XX/XX/XXXX, there was a huge confusion about the statement amount, as my payment did not register with SLS. A lot of back and forth, I called SLS and they told me to make half payment to keep my account current. After making that half payment, I was told I was under foreclosure notice. I finally just made the other payment while still investigating the missing payment, and then the fee of {$0.00} was added. I can only pay in {$1.00} increments, so I had to pay {$1.00}. Then another {$15.00} was added. I inquired what this payment was, and they said it was due to the {$15.00} fee adjustment that is made when " someone comes out to see the property '' when under foreclosure notice. I then paid this fee. Later, I did not see this fee disappear, and was later told that this payment was added to the principal, as there is no way to apply the payment to the fee unless specifically noted. There is no way to pay to the fee online, as it automatically adds to the principal. This seems predatory, as had I not checked, then I would still be " in the red '' perpetually. This company which has millions of dollars, can not fix their website to be able to pay to the fee?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30519
Submitted Via: Web
Date Sent: 2020-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A