Date Received: 2020-02-17
Issue: Took or threatened to take negative or legal action
Subissue: Collected or attempted to collect exempt funds
Consumer Complaint: In 2016, I be came very sick which resulted in me becoming XXXX forcing me to retire on Social security XXXX. I immediately contacted my creditors and was told about various programs that could help. I applied for a loan modification for my home equity. To qualify I had to go on a trial period for a number of months to show I could at least make the new payments. Unbeknownst to me I was still being held responsible to make the higher original loan payment at the same time. I couldn't afford to pay both payments thats why I was applying for modification. My credit suffered, over 30, over 60 and over 90. After successfully completing the trial I was offered the modification with late fees that had accrued were waived. I carefully read through the document there was no mention of late fees or time they would accrue going forward. So as my social security benefit went to my bank I was able to pay the agreed upon amount. Now that this loan was given to Specialized Loan Servicing and later sold to another investor. I am being charged a {$39.00} late fee for a payment made in the same manner as I did in the past. The terms in the agreement supersede all others. So why now am I know being charged fee when here is NO mention of it in the agreement I signed? I tried calling customer service at Secialied Loan Service but could never tell my story because the asociate keep talking over me and would not listen to the problem. The manager I asked for never returned my call. Attached are statements showing I was NOT charged a late fee.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20735
Submitted Via: Web
Date Sent: 2020-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am providing feedback to an earlier complaint. I received a response from the mortgage company ( Specialized Loan Servicing - SLS ) but wanted to wait for the refund check and deposit it before responding. I received the refund check XX/XX/XXXX and cleared on XX/XX/XXXX. I did not have time to respond within the given time period as my mother then passed away in XXXX and I only now have had time to respond. This should be attached as feedback to SLS 's response to COMPLAINT ID XXXX-XXXX SUBMITTED ON XX/XX/XXXX. Please process this as you would normally do with feedback received on company responses. I realize this is late so if you can not process this, please feel free to do what you wish with this information - I just felt compelled to let you know that I feel SLS 's response had some confusing statements. COMPLAINT ID XXXX-XXXX SUBMITTED ON XX/XX/XXXX PRODUCT Mortgage ISSUE Trouble during payment process The response from SLS is misleading given what really happened over the period of XX/XX/XXXX-to XX/XX/XXXX. Therefore, I feel compelled to provide feedback with additional detail and comments in response to SLSs statements. My only hope is that this will motivate SLS to implement an effective customer issue escalation process and ensure that this lack of timely and adequate response to customer issues does not happen to other SLS clients. The payment to refund the unauthorized withdrawal was received XX/XX/XXXX. This payment should have been couriered to me given the delay. Even after this complaint was received from CFPB, SLS made no attempt to reach out to me, apologize and coordinate courier of the check. They did not even acknowledge or show any remorse that they inappropriately took money form my brother 's estate ( taken from his XXXX young daughters beneficiaries of the estate ) because the " left hand did not know what the right hand was doing '' - i.e.. they coordinated both a full payout effective XX/XX/XXXX and additional UNAUTHORIZED payment effective XX/XX/XXXX both of which transacted XX/XX/XXXX. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Below are confusing statements included in SLSs response noted below in quotes along with my response/comments : SLS comment : " At that time, the account was due for the XX/XX/XXXX contractual monthly payment. " Response : Im not sure what this has to do with anything related to this issue. All payments were up to date both prior to transfer from XXXX XXXX and subsequent to the transfer. SLS made a mistake in the information transferred over and did not get my contact information from XXXX XXXX so I had to send executor documents again. I was the one who was proactive in contacting SLS to set up auto payments - they were confused on who I was because they did not transfer the account properly. SLS comment : As you indicated you had not received this refund, on XX/XX/XXXX the payment was stopped and, on XX/XX/XXXX, the refund was reissued. Response : This is a very misleading comment. The first request for a refund of the unauthorized withdrawal ( {$1000.00} higher than previously authorized interest only payments ) by SLS was XX/XX/XXXX not XX/XX/XXXX. Also, their comment does not acknowledge all the errors made and lack of process by XXXX since XX/XX/XXXX that contributed to the issue remaining unresolved until XX/XX/XXXX. The front-line staff were all professional and polite but left unable to do anything as SLS is significantly deficient in their customer service escalation process. I called and/or sent written requests on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX - why did it take until XX/XX/XXXX to stop the payment and send a new check? SLS comment : Please note that our records indicate multiple attempts to reach you by telephone in XXXX and XX/XX/XXXX and several instances of speaking with you. Response : Their comment is at best stretching the truth. In their response, they did not provide the dates of when they attempted to call to respond or provide the dates when they spoke to me as I am sure those would be the dates that I called SLS. After 7 calls ( that I made to SLS ) and 2 written complaints over a time period of XX/XX/XXXX-XX/XX/XXXX, I requested in writing that SLS respond via my email on file if they had issues reaching me by phone. Please note that SLS did not respond to any of my written requests/complaints ( made on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX ). In no conversation did front line staff know the process or of what was being done to refund the money - they were all just guessing at the process and timeframe and no one ( that they had escalated the issue to ) ever got back to me. It seems SLS 's escalation process is for customers to complain to government authorities ( i.e. CFPB and Washington State Office of the Attorney General ) in order to receive a timely response. Please note how quickly SLS responded to this complaint via CFPB ( and Attorney General ) in writing yet could not adequately respond with an appropriate solution to any of my verbal or written requests/complaints prior to this. SLS comment : On XX/XX/XXXX, after receiving all required information needed to update the mailing address, this change was made. Response : This is a very misleading comment. SLS received the change of address request well before XX/XX/XXXX and failed to act on it. SLS was informed of a change of address to the estate account on XX/XX/XXXX the was sent in writing ( as requested by the customer service rep ) via the support email address -- this request was attached to my file but never processed by SLS. As a result, SLS would have sent the check to the wrong address ( please note that SLS left that fact out in their response ) an error made by SLS for which they took no responsibility for. It was not until XX/XX/XXXX when I called that SLS then told me I had to then send the change of address request again to a different address and it had to be mailed to the PO box . ( This was mailed and sent via customer service email on XX/XX/XXXX. ) This was yet another delay on the part of SLS. Overall : It seems odd to me that SLS would want to take the time to rephrase events and make comments that are misleading to put themselves in the best light rather than simply apologize for the delay and resolve the issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Hello my name is XXXX XXXX I am XXXX years old and have lived in my home almost my entire life due to my father building the home in XXXX for our family. I am going to try to make this as brief as possible because there is so much going on with my situation. I originally was with XXXX XXXX XXXX. After my mother passed away in XXXX I bought the home she and I lived in and have lived in since. I got a HELOC in XXXX. In XXXX I was getting a loan modification but they said I would do the Modification on the first loan and after I was approved I would work on the HELOC which was strange to me but trusted they were looking out for my best interest. It took them 24 months to approve the modification on my primary loan and then shortly after I received a charge off on the HELOC. Within these time framesI kept current on both the loan and the HELOC until they ( XXXX XXXX XXXX ) told me it was charged off. After charge off was received I was told by the new lender XXXX XXXX XXXX that I was current and to keep paying on my primary loan which I have done up to XX/XX/XXXX. In XXXX of XXXX almost 10 years later I received a Notice of default on the HELOC loan I was very confused and tried to work things out with the new servicer which was Special Loan Servicing LLC. After 10 years of my thinking the HELOC was charged off I was absolutely shocked and frightened about what to do. I hired a lawyer and have been taken advantage of and mislead since. In late XXXX I was contacted by Special Loan Servings lawyer who said they would work with me if I dismissed the lawsuit. On XX/XX/XXXX I had borrow money from a friend to go have a consultation with a new lawyer because I had know idea what all this meant and felt I needed someone who was professional to help me. She was going to handle getting the Auction postponed so I would be allowed time for the modification and dismiss the lawsuit. Things have not progressed well since I hired her and now as of today she told me that Special Loan Servicing is not going to postpone auction and they will move forward with the foreclosure process. I am desperate and afraid of being on the street after XX/XX/XXXX which is the auction date. I have no more money to hire an attorney and writing to you is my last resort. I just wanted the opportunity to get the HELOC modified and I would begin to make payments, but they never allowed me that. Again I am current on my primary loan and never have missed a payment. Although I was advised by the newest lawyer to not make XXXX payment. She has dissolved our relationship as of today. XX/XX/XXXX
Company Response:
State: CA
Zip: 93291
Submitted Via: Web
Date Sent: 2020-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I requested and received a payoff amount from Specialized Loan Servicing ( SLS ) for loan which was good thru XX/XX/20. The amount of the payoff was {$94000.00}. A wire was sent from XXXX XXXX XXXX to their bank XXXX XXXX and confirmed several times by my bank. I sent another payoff for another mortgage loan on the same day to XXXX/XXXX. XXXX. By Tuesday the following week the XXXX XXXX account reflected a zero balance while the SLS hadn't. I called them on Wednesday, XX/XX/20. They said they hadn't received it and they would issue a request to their cash department to locate the funds after I faxed them the wire request completed at my bank. I was told I should also expect to hear something by XXXX. XXXX???? Having not heard anything and seeing online the account still had a balance, I called again the following week since it shouldn't take two and a half weeks to locate an almost {$100000.00} wire. Again I was told they hadn't received it and would place another request to their cash department to look for the funds. The cash department that I couldn't be transferred to nor could they conference call them in. Another week goes by, balance hasn't changed and no call from SLS. This time I had a printed confirmation from XXXX XXXX XXXX 's system that they provided me confirming that it was received by XXXX XXXX. The customer service person said her manager, XXXX XXXX, would like to see that and they would get back to me. I emailed it. This was XX/XX/20. On XX/XX/20 after no calls from SLS I called again and ended up speaking with another manager, XXXX XXXX. She said the wrong payoff amount was probably why it wasn't applied and that their system would immediately return incorrect payoff amounts. This was almost 3 weeks later and she couldn't confirm whether it was received or returned. I emailed her the exact payoff documents they sent me showing the payoff being the amount I sent. After stewing overnight I went to XXXX XXXX XXXX to have them recall the wire. They looked and said it was returned XX/XX/20. They returned {$94000.00}. {$50.00} less than what I sent. Immediately called SLS for an explanation. That was XX/XX/20. I have yet to get an explanation as to why they held my money for 3 weeks and kept {$50.00}. I want my {$50.00} back and I should be compensated for the interest I could have made and they certainly earned on almost {$100000.00} for 3 weeks.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 303XX
Submitted Via: Web
Date Sent: 2020-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-14
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: SLS Specialized Loan Servicing LLC Mortgage company reported XXXX XXXX Mortgage past due to XXXX, XXXX and XXXX for the months of XXXX, XXXX XXXX and XX/XX/2019 when the mortgage was paid on XX/XX/2019 by wire transfer from XXXX XXXX XXXX XXXX of Arizona in accordance with the written payoff demand submitted by SLS to XXXX XXXX XXXX. Please see attached document. SLS has not request to the credit agencies deletion of the past due mortgage report despite several calls since 2019 and written demand letter by XXXX XXXX. Such situation has lowered my credit score from the 700, s to the 500, s and caused denial on mortgae request, refinancing on loans and credit application for XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-13
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Specialized Loan Servicing took over servicing my business loan XX/XX/2019. They didn't have my proper EIN number so they started reporting under my SSN. I contacted them multiple times to have my EIN number updated. Finally in XX/XX/2019 they updated the correct EIN number. I have since contacted them requesting them to contact the credit bureau 's to delete the false reportings under my SSN number. They haven't done this and now when I am trying to refinance my house these loans are showing under my personal credit report and it's affecting my ability to refinance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92078
Submitted Via: Web
Date Sent: 2020-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage was sold to CMC Funding in XX/XX/XXXX. In XXXX I spoke with them regarding interim taxes and was misinformed they would be taking care of them and the misunderstanding was that we had moved into the house in XXXX and now taxes were catching up. I have been calling them since XX/XX/XXXX to pay the taxes. I escalated to a supervisor team XX/XX/XXXX and yet it is the middle of XXXX and they are not paid. We owe $ XXXX and have $ XXXX sitting in an escrow account ( annual taxes estimated to be $ XXXX ). I have called numerous time per week, spoken to supervisors, spoken to the law office who is collecting taxes and CMC still has not paid- we now have late fees, penalties and are are quickly approaching 30 days post being overdue. I am at a complete loss on how to proceed. The company gives me the same generic response that they are waiting on law office and can not proceed. Keep in mind we have been corresponding with them for two months, involved our original settlement company and realtor and we have made very little progress. They say they are waiting for law office to send over information as they can not get ahold of them but yet every time I call the law office they answer. I have confirmed they have the right law office as well as hours of operation. I get no call back from CMC and every time I call I get a different answer- I would estimate I have spoken with 6 different supervisors and at least 20 other employees in the tax department. On XX/XX/XXXX I called and was told there was no need to call back as it was being taken care of. Obviously- this is not the case. When I call, little by little I am told more information such as it took them over 30 days to submit to the law office for the amount of taxes due, by the time they received the paperwork there were late fees so they decided to submit paperwork again to include late fees, they actually only try once/week to get ahold of law office, etc. Im at the point where Im wondering if this is a scam. I dont know how to proceed as when I spoke with them today- they are still blaming law office. Law office told me in XXXX that its a simple process that resolves a redemption form and that it should not take this long or this many attempts to get it paid. In addition I spoke with them again and they assured me there is a rush order form ( can eve completed in 1-2 business days and information can be faxed ) - all things CMC are denying. They are stating its a 7-10 business day process and it can not be done via fax. The law price informed me it is a standard process that every mortgage company does and knows the process. My realtor has advised me to submit a complaint to you guys as she states this is outrageous.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 15108
Submitted Via: Web
Date Sent: 2020-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-12
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: XX/XX/2019 We ( XXXX and XXXX XXXX ) were approved for a deed in lieu with our Mtg Company SLS ( specialized loan servicing ). We continued the process and completed this transaction with a deed and lieu and the property was turned over to SLS. Loan # XXXX My complaint is that SLS is reporting falsely reporting that this is a Foreclosure on all three credit bureaus. My husband and I have made numerous calls to SLS to have this resolved and SLS reports that it being reported correct. I have also filed disputes with the credit bureaus with no resolution. SLS continues to report that the loan is a foreclosure and is being reported correctly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29576
Submitted Via: Web
Date Sent: 2020-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: During the year of XXXX XXXX XXXX collected taxes and escrow with each payment they collected from me. In XXXX XXXX didn't pay my county taxes. As a result, in XXXX my taxes went unpaid. In XXXX of XXXX, XXXX XXXX transferred my loan to be serviced by SLS in Colorado. SLS did not pay the XXXX taxes. SLS serviced and paid my taxes for every year after XXXX without issue but they never paid the XXXX. Fast forward to XXXX ... I get a bill from my HELOC lender ( XXXX XXXX ) and they told me I had an unpaid tax lien from XXXX. They ended up paying the {$540.00} that was owed, but also had to pay the law office that was attempting to foreclose on the property of over {$4000.00} in legal fees. My HELOC company charged me {$4700.00} to save the property from foreclosure. XXXX collected the money in XXXX but never paid XXXX County. SLS never collected the money from XXXX hence my property went into foreclosure. I was forced to sell my home in XXXX Arizona to come up with the money to pay my HELOC provider. Otherwise they were going to foreclose on me. All I want is my {$4700.00} back that I had to pay because my loan servicers lied and said they paid a bill but they did not. I attempted to collect these fees directly from SLS and XXXX but they both ignored my request.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: 19805
Submitted Via: Web
Date Sent: 2020-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage is with Specialized Loan Servicing and the website I have always used to log in and schedule mortgage payments is https : //cmc.servicingloans.com/. Almost two weeks ago, the website stopped working. Sometimes the home page works and I can even go through the login process, but once my password is input and I click submit, it fails every time, and there's no information as to why. I have tried on my phone, internet explorer, chrome, on my company 's wifi and my home wifi. Nothing works and there is absolutely no information out there as to why. I do plan on attempting to find a contact number for this company on my work from home day this Friday. To date I have only managed to get someone to communicate to me through twitter, sadly. And I got the old promise someone would be in touch. No one has. I'm writing to you here today because I have been unable to schedule my next mortgage payment which is due on XXXX. Doing so over the phone requires a fee which I will not do since this is outside of my control. This is not the first time I have had issues with this company so I'm raising the alarm bells early. Prior to a refinance, they had my old mortgage, failed to pay my property taxes which resulted in a late fee that I ended up paying for. I was very unimpressed with everyone I spoke to trying to get that resolved. I was very disappointed when my new mortgage got sold to them. This problem, however, is by far worse. I am basically being blocked from paying my mortgage without incurring an additional processing fee, and that is not acceptable. I don't know what's going on, but I want it resolved before I am in a position where I am late on my mortgage payment. I have grave concerns about the fact I have to rely on them to continue to pay down my mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 01880
Submitted Via: Web
Date Sent: 2020-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A