Date Received: 2019-10-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I'm opening this complaint about the company Specialized Loan Servicing ( SSL ). on XX/XX/XXXX i refiniced my mortgage loan i had with XXXX XXXX XXXX. i did't want my escrow and house insurance added to my loan payment. on XX/XX/XXXX XXXX started deducting my escrow payment without my permission. on XXXX of this year i did fall behind on my mortgage by a few months and XXXX decided to transfer my mortgage to specialized loan servicing. a number of times i tried to get SSL to remove my escrow payment and each time SSL tells me they will not remove it. I asked them why and they told my that if i have a negative balance of any missed of late payments within a year they will not remove the escrow. i wanted for SSL to show me in writing of that rule about removing my escrow. SSL told me it its not written down any where. I do not know how you can enforce an unwritten rule. I then requested from SSL a copy of my contract that I signed with XXXX when i refinced my loan so i can prove to them that I didn't have escrow removed from my account, SSL said that they needed to put in a order for it and that it would take two weeks. i have yet to receive that contract. approximately a week and a half later SSL called me on a unrelated matter and i ask the clerk who called me to check on the status of the contract SSL was to mail me. she informed me that their were no open orders to mail any thing to me. I said fine could you mail me a copy. she said she need to look for it. about five minutes she got back on the phone and she informed me that she couldn't find a copy of my contract. this is when i decided to do some research on SSL I found this site and the XXXX XXXX XXXX site found the comments section and reading some of the reviews from other peoples problems they were having the same problems as me. so i decided to start taking names of the people i'v talked to and the date and time. on XX/XX/XXXX i mailed a check in to SSL for XXXX dollars. on XX/XX/XXXX the money was withdrawn from my checking account. the money I mailed them was never put toward my loan payment. my statement says that the XXXX dollars is sitting in an unapplied account. on XX/XX/XXXX i called XXXX and talked with XXXX and asked her about my XXXX dollars that is sitting in an unapplied account, she informed me that money was sitting in that account because SSL was reviewing my request in removing my escrow. I have a letter dated XX/XX/XXXX stating that my review on removing was turned down because i'm late on my payments and balance of my escrow is negative. when i refinced my loan i did't have the escrow added. I would like in writing the rules that state that I need to have a positive balance and no late payments or missed payments for a year. again I didn't sign up to have escrow removed from my account. my taxes equal XXXX dollars a year divide that by 12 and XXXX dollars is my tax paymentpermonth. I tried to have SSL explain to me why XXXX is charged a month for my escrow payment. no one will or can explain to me why. while continuing my conversation with XXXX on XX/XX/XXXX she said a copy of my contract was mailed on the XX/XX/XXXX if you recall above SSL said they didn't have a copy of my contract. Today on XX/XX/XXXX I spoke with XXXX and asked about the status of my contract she informed me again that their was no record of anybody mailing a contract out to me. I asked her to mail it to me she said she would and it would take 7-10 days. Considering this is the fourth time i asked SSL to mail me a copy of my contract i'm betting i don't receive it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21502
Submitted Via: Web
Date Sent: 2019-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2019, I paid off my mortgage. My contract stated I do not pay any fees if I paid if off early, which I did. My Escrow account had a {$1000.00} balance. I was expecting this amount to be sent back to me. Instead I received an escrow refund of {$980.00}. I began calling in XX/XX/2019 on what the status is of my account. The call center first said they would take out {$25.00} to close the account, even though my contract states otherwise. When I received the refund check an additional {$24.00} was taken out. I contacted their call center and they said it was for closing my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NM
Zip: 87507
Submitted Via: Web
Date Sent: 2019-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Co : Specialized Loan Servicing Address : XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, CO XXXX URL : www.sls.net Phone : XXXX Total Amount Due : {$620.00} ( As Stated on Statement ) Total Amount Timely Paid : {$620.00} ( XX/XX/XXXX) After Payment Due : {$21.00} ( Rep said will report late if not immediately paid on phone ) Date of call : XX/XX/XXXX Payment Confirmation : {$33.00} ( Rep said no phone fee but charged {$12.00} on XX/XX/XXXX )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 902XX
Submitted Via: Web
Date Sent: 2019-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Special loan service company, will not let us pay mortgage payments on line since we are on bankruptcy, only on phone and wants to charge us {$10.00} for making the payment. My understanding is that they cant charge people in bankruptcy fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23229
Submitted Via: Web
Date Sent: 2019-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, this year I received a Notice of Default in a certified mail letter from XXXX XXXX XXXX XXXX XXXX XXXX attorney offices on behalf of my second home mortgage Specialized Loan Servicing or SLS. It warned me that I had three months to bring my delinquent account current or my property will be sold to satisfy the loan agreement. I immediately took action and contacted my loan company to know what my options I had to keep my home. XXXX my loan representative within SLS instructed me on how to go about reinstalling my mortgage payments. I received a letter with the reinstate fees which included the delinquent payments plus the Legal fees.The total amount required was {$3700.00} good through XX/XX/2019. On XX/XX/XXXX I send a Cashier 's Check in a USPS Certified letter including a copy of the SLS reinstate fees with my loan information. I called XXXX right after I left the USPS office to let her know that the money was on its way. I gave her the track number for the letter and told her that the USPS certified it to arrived by XX/XX/XXXX a day earlier. I have already received the stub that shows that my letter was received and signed for and today is XX/XX/XXXX and my payment has not been posted in my account. I have made multiple calls to SLS almost every other day since the day I send my certified payment and they never give me an answer as where the money is sitting ( although they DO acknowledge the cashier 's check is there in their office BUT they have not post it in my account ). I have talk to SLS representatives English and Spanish and none would answer my questions because they only want me to talk to XXXX my loan rep. I have also talked to a manager there and she opened up a ticket saying they will find out whats going on with my payment. There has been three open tickets with my case and NO answers. I am beyond frustrated because I did everything required on my part and SLS is not even trying to help me with putting a hold on the foreclosure on my home. I receive constant calls and letters from solicitors that want to buy my home and letters of delinquency from SLS knowing that they have my payment ( cahsier 's check ) sitting around somewhere in their own office.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84097
Submitted Via: Web
Date Sent: 2019-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I received a Home Affordable Modification from my prior servicer, XXXX XXXX XXXX XXXX back in XXXX of XXXX. In the agreement, Recital 3 ( c ) of modification agreement, the total deferment amount of {$38000.00} would be waived in 3rd 's on each anniversary of modification XX/XX/XXXX provided that I maintain a current status. The waiver breakdown is as follows ; XXXX XXXX ( completed by XXXX ) XXXX XXXX ( completed by XXXX ) XXXX XXXX ( not completed by SLS ) I never missed a payment. My prior servicer followed through on 2 of the 3 waivers prior to the transfer to my new servicer, Specialized Loan Servicing. My last waiver should have taken place on XX/XX/XXXX in the amount of XXXX however ; my new servicer has failed to acknowledge or address my concern. I have sent another request to the customer correspondence department however has not received a response. This issue has prevented me from refinancing my home and has caused huge delays and costs.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91710
Submitted Via: Web
Date Sent: 2019-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: this is my second issue with XXXX, the first one has not been resolved either. XXXX claims they did a review of my escrow account in XXXX and sent me a check for {$2100.00} which I never got and can not get them to respond over the phone. the company is clueless and clearly does not hire or train anybody that can handle this. So for the record this company has stolen from me over {$3500.00} in 4 months and they do not respond. At this point that amount is criminal in many States and would be if I owed it to them? Why is this company allowed to offer consumer products?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20009
Submitted Via: Web
Date Sent: 2019-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have two mortgage loans that are currently serviced by Specialized Loan Servicing company ( SLS ), who took over the loans from XXXX XXXX in XX/XX/XXXX. At the time of this transfer, both loans were in good standing, i.e. no defaults, late payments or other derogatory items. When my first statement came from SLS, there were " past due fees '' on both loans in the amount of {$6700.00} for one loan and {$7400.00} for the other. I called SLS in XX/XX/XXXX when my first payment was due to determine what happened. I was told that the past due amounts were a result of " attorney fees, foreclosure fees and overdue penalties ''. I have never been in foreclosure on this or any other property I own, and the only time an attorney was involved was at the closing when I purchased the property. I was told to contact SLS by email with my dispute, and that someone would be in touch to address it. I did so in XX/XX/XXXX. I received no response. In XX/XX/XXXX, I again contacted SLS by phone, and another representative told me he was taking down all the pertinent information and would pass it along to the appropriate department, and that I would hear from someone " soon ''. I heard nothing from SLS. I called again in XX/XX/XXXX, and was told that all complaints need to be submitted in writing - letter, not email. I sent a letter outlining these problems on XX/XX/XXXX, and it was received at SLS on XX/XX/XXXX. I received two letters from SLS dated XX/XX/XXXX indicating that my complaint was received, and that they would be in touch. I called SLS today and was told there are no updates and was unable to get any information on this issue whatsoever. The representative acknowledged that their response timeframe is typically 30 days ; however, we are well past that point now.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: RI
Zip: 028XX
Submitted Via: Web
Date Sent: 2019-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My husband passed away suddenly in XXXX of 2016. I had to bury him and so I got behind on my Mortgage, I tried to do modifications over 7 times. They kept responding with different answers. I finally had to file a chapter XXXX to stay in my house. I am not on the loan, but I am on the Deed, since I am the surviving spouse. I have 5 acres of land in the middle of my small town, and property is very hot at this time. My real estate lady told me I could sale overnight. I wanted to pay off some of my debt from his funeral and to catch up on my house note.I spoke with a supervisor named XXXX who understood that I did not have the funds to have property surveyed etc. He told me to write a letter to him explaining in detail what I wanted to do. I have faxed 10 pages with death certificate to them on two occasions 1st on on XXXX the XXXX and then again on XX/XX/XXXX from the XXXX store in my town. I paid {$10.00} each time. I them mailed a USPS letter envelope and paid {$7.00} for it. They are telling me they have never received anything from me at all. I need to resolve this issue, due to the fact they are not telling me the truth about anything. I have even asked for upper management, I also left a message for XXXX to call, no call has been made to me at all.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: 38632
Submitted Via: Web
Date Sent: 2019-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am trying desperately to sell my home in a short sale. I am under water as a result of the XXXX crash and I have never been able to regain the value of my home. I have a buyer who is anxious to close. I have a letter from Specialized Loan Servicing stating my application was complete as of XX/XX/XXXX. XXXX XXXX ( the first mortgage ) has given their approval. Specialized Loan Servicing ( the second mortgage ) continues to drag their feet. Every time I call I get the runaround. I have provided them with every requested document in a timely manner. They are well beyond any reasonable period to provide a response. They " escalated '' my complaint on XX/XX/XXXX. I later learned they don't escalate anything. You just have to wait. I have a buyer with good funds who is ready willing and able to close. There is no reasonable excuse for this delay.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06109
Submitted Via: Web
Date Sent: 2019-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A