Date Received: 2019-09-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been requesting a verification of mortgage from the servicing company that sold my mortgage to another company. They will not provide it. I am trying to refinance my current mortgage and the new lender needs it. I stand to lose my lock and money and if it is not done in a timely manner./
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60187
Submitted Via: Web
Date Sent: 2019-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: SLS ( Specialized Loan Servicing ) is not giving the proper credit to principal. This has happened every month since XXXX XXXX XXXX sold or transferred the loan to SLS. I want to know why there is a difference between my calculations and SLS. My calculation for the recording of the XXXX payment, received by SLS on XX/XX/19 is : 27 days x {$290000.00} x daily interest of .000113 - {$1300.00} = {$430.00} the principal amount paid. I only received credit for XXXX, a shortage of {$110.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: RI
Zip: 02893
Submitted Via: Web
Date Sent: 2019-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had submitted a previous complaint regarding the servicing company, on my mortgage, not reflecting payments that had been made which is affecting my credit history, credit score and the balance on my mortgage. ( as there are late charges and interest continuing to accrue ) The company did respond to the CFPB inquiry and sent a copy to me. I responded to their request on XX/XX/2019 with copies of all of the checks that they had requested to verify that I was NOT behind on the mortgage and the account, as well as, my credit report should be corrected. As of today, XX/XX/XXXX, I am still getting calls from the servicing company stating that I am STILL behind and when I ask to speak to a supervisor I am told that they show that I sent " something '' into them but do not know what it was that I sent. Now ... .another year of interest, late charges, late payments, etc have been added to my account that shouldn't have been.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KS
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hello, and thank you for your time and attention regarding the inexcusable, egregious manner in which SLS ( Specialized Loan Services, LLC ) has treated my family. My parents have had this home for 22 years now. For decades, there were no payments missed. We are blessed that we only owe approximately $ XXXX {$11000.00} to have it paid off in full. However, SLS Services has done everything in their power to make this milestone very difficult, if not impossible. Not only was their terrible customer service/inability to work with us a financial hindrance, but it also has compounded this severely difficult time in our lives. Since my parents are divorced, my mom was living at this house alone - doing the best she could, selflessly, to restore value to our home from the damage inflicted by a nightmare tenant. My mom agreed to terms of a " Loan Modification Agreement '' beginning at the end of XX/XX/XXXX. The terms lowered the ridiculously high $ 1200 monthly payment down to {$620.00} - a huge blessing, and wonderful news. The terms of the modification were verbally agreed upon between my mother and a Loan Modification Officer. Specifically, if we paid the agreed upon amount ( {$620.00} ) for THREE months ( XX/XX/XXXX-XX/XX/XXXX ), in effect : the {$620.00} would become our new monthly payment. On XX/XX/2019 ( after the first payment had been made ) my mom checked herself into the ER. She was experiencing severe confusion & disorientation, she knew that something was not right. Fast forward a few hours, and she is in a comatose state. She remained in a comatose state for approximately two months. By the XXXX of XXXX, she took her first steps earlier this month and is making significant progress. Our goal is to have her back at home by the end of XX/XX/XXXX, living life to the fullest. As you can XXXXmagine, these last six months have been the most trying, difficult months of my life. As a XXXX year old new college-XXXX, life came at me ( & my family ) fast and furious. Because of my mothers illness, I was forced to step up and make the payments to satisfy the Loan Modification Agreement. Keep in mind that I had very little information regarding the mortgage payment ( other than an account # from a picture my mom sent me ). Additionally, I was unable to ask my mother any questions since she was in a coma. Despite the ridiculous medical bills and other financial hardships, I made the payments for 5 months straight. I continued to pay because to my knowledge, the terms of the agreement were now in effect. However, when I started combing through my mom 's mail in the beginning of XX/XX/XXXX, I found the statements and realized that something was wrong. The Total amount due had ballooned from approximately {$9000.00} in XX/XX/XXXX to more than {$11000.00} in XX/XX/XXXX despite the terms of the Loan Modification Agreement. I have reached out to SLS on three separate occasions. attempting to resolve this issue. Not only have they been zero help at all, they have been rude and condescending. According to SLS, sin ce my mother did not sign a document mailed in XX/XX/XXXX, the terms of the agreement were not finalized, and therefore was rejected ( despite the fact that all payments were made in a timely fashion per the agreement ). I explained to them that my mother was physically unable to sign the document at the time because she was in a comatose state, suffering from an autoimmune neurological attack. They scoffed at my story and said that nothing could be done to restore the original terms of the agreement. They went to great lengths to defend themselves, despite their negligence. According to them, their ace-in the hole defense was that they called my mom and my dad. Obviously, my mom was unable to answer the phone because she was in a coma. Additionally, her phone service had been discontinued by the time they called in XX/XX/XXXX. As I said earlier, since my parents are divorced - my father had zero clue about the Loan Modification Agreement. Also, the number they used to try to contact my father was a business number, where he does not accept calls that are not business related. To add insult to injury, I was told that the ( + ) {$3000.00} I paid to them over five months was in suspense - meaning that none of my payments would count towards the total amount owed. It was almost as if they took some sick pleasure in treating their customers like dirt. Each time I have attempted to resolve this matter, we have come no closer to a solution. They piggyback off inaccurate notes from disgruntled customer sales representatives, implement deceptive tactics - transferring departments tirelessly, and rehearse the same old song every time I speak with them. I have been hung up on twice by customer representatives at SLS. This last time was most definitely the worst. An employee named, XXXX, treated me disrespectfully ( even after hearing our story ), and became furious when I did not accept her we cant do anything rehearsed rhetoric. I am glad these calls are recorded for quality assurance. I would love if someone in power ( like yourself ) could hear the way XXXX ( and SLS in general ) treats their customers. Thank you for taking the time to hear my story, and I am grateful that an agency like this has the customers protection, and best interest in mind. I look forward to a timely response and getting this matter resolved in the near future. Sincerely, XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: 74011
Submitted Via: Web
Date Sent: 2019-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-16
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: THIS COMPLAINT IS AGAINST Specialized Loan Services, LLC and XXXX XXXX XXXX. On XX/XX/2019 XXXX XXXX XXXX, XXXX sent a notice that they had assigned, sold or transferred our Home equity loan to XXXX XXXX XXXX. Specialized Loan Servicing, LLC Specialized Loan Service handles the billing. ISSUE : We have had many conversations with customer service and XXXX to no avail. We have not had any billing from them to this date even though a review board approved sending us statements. They had us sign a request for statements on XXXX XXXX ( Electronically ) per XXXX in their Home Equity Department. XXXX XXXX XXXX XXXX XXXX-XXXX ( MT ) See reference # XXXX The first payment they asked for was not correct and they considered it a partial payment {$800.00} then asked for an additional {$87.00}. Our online account still does not reflect our XXXX payment {$880.00} even though they put through our check. Now they are asking for {$790.00} ( approximate ) figure no billing. I need them to send monthly bills and I will send a payment. Customer Service personal do not give the same answers to our questions. I will not be sending payments to a company who can not get the distribution of payment correct or answer correctly our questions about our payment history I want a monthly statement prior to sending my payments,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-15
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/XXXX a payment of {$5500.00} was made through XXXX XXXX XXXX on line bill pay. This payment was meant to make a payment to my XXXX Visa credit card. The payment was never credited to my Visa card. I called XXXX on XX/XX/XXXX and sent several on-line inquiries to XXXX. Their customer service said that the payment was actually not made to XXXX, instead it was made to SLS Mortgage Servicing on XX/XX/XXXX. Their customer service claims that even though the on-line banking name shows " XXXX '' the actual account # and information was for the recipient of SLS Mortgage. XXXX said they opened an investigation and faxed proof of payment of {$5500.00} from XXXX to SLS mortgage on XX/XX/XXXX and refaxed again on XX/XX/XXXX. Per XXXX at SLS Mortgage, they said it was never received. During a conference call with XXXX XXXX of XXXX and XXXX from SLS mortgage, XXXX refaxed proof of payment to SLS on XX/XX/XXXX. These proof of payment faxes included the SLS account # ( which is a closed account. ), the trace # and the case #. XXXX advised that she put in for a request for someone from SLS to call me back which no one ever called back. XXXX XXXX from XXXX also sent a qualified written request to SLS via regular mail on XX/XX/XXXX or shortly thereafter requesting a refund and provided proof of payment. I requested for XXXX to refund my money during their investigation on XX/XX/XXXX but have not heard any respond from them,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93065
Submitted Via: Web
Date Sent: 2019-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My mortgage loan was transferred to Specialized Loan Servicing on XX/XX/2019 from XXXX XXXX. It took weeks to get any information in the mail from SLS but we called to explain our financial hardship and they agreed to send a loan assistance packet for us to fill out and return. When that packet finally arrived about two weeks later, we immediately began filling it out and sent in within two days. We then began receiving letters informing us to contact HUD if we were facing difficulties affording our mortgage, even though we had already communicated with SLS about our situation. While our application was processing we received another loan assistance packet in the mail identical to the one we had previously sent in. Shortly after, we checked the SLS website and noticed that our application was denied. They did not try to help us keep our home! We have two toddlers and are struggling to keep our home and remain positive but its hard because Specialized Loan Servicing has no compassion or willingness to help their customers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 357XX
Submitted Via: Web
Date Sent: 2019-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Six weeks - plus of e-mails, phone communications with representatives and mail asking for the full payment history starting with first payment with explanation of fees, etc., have not been received at this time. We are again requesting the complete payment history not a partial as provided before to be sent to us. This delayed response is very confusing as to why it is not more efficiently available on request. After all these weeks is it ready? please provide through the cfpb
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have contacted Specialized Loan Servicing Mortgage Company since early XXXX 2019 and I have told them that I want to pay down my existing mortgage to 80 % of the purchase price so that I may be able to get rid of the Private Mortgage Insurance ( PMI ). I have been told each time I called that I would receive a letter within a week with details about the process and/or the balance reduction amount in order to qualify for the reduction of the PMI. It is obvious to me that the SLS mortgage company has no intention of cooperating and giving me the required information. i am therefore seeking assistance and intervention.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08757
Submitted Via: Web
Date Sent: 2019-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/2019 I received a loan modification package from Specialized Loan Servicing that I requested for me to reaffirm my loan. Then on XX/XX/XXXX I received another letter stating that I was denied due to having equisetum in my home and that my only option was to do a short sale. I was never given the opportunity to explain why I fell behind on my payments and what I can do now to rectify my loan. On XXXX I submitted an appeal letter in writing with Specialized Loan Servicing asking for a second review. I was notified on XX/XX/2019 that I was denied again. Disputed my decade of hardships this company isnt willing to work with me and allow me to reinstate my second mortgage. My 1st mortgage is current. I dont want to sell my home and be out on the street. Every person I have spoke with in this company has been very disrespectful and rude to me. Im not sure what else I can do to keep my home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30016
Submitted Via: Web
Date Sent: 2019-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A