Date Received: 2019-09-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Complaint is against XXXX XXXX XXXX, for XXXX XXXX. The company had the wrong tax parcel # for our property & an escrow analysis was completed raising our escrow payment from {$190.00} to {$440.00}. Additionally they withdrew {$700.00} from our escrow acct. & sent it to the address of the wrong tax parcel. 1 : {$700.00} was mailed for the incorrect address city property tax on XX/XX/XXXX XXXX : the check was never cashed and the city was asked to promptly send it back to SLS/XXXX 3 : the {$700.00} was never deposited back into our escrow. SLS/XXXX has not stopped payment 4 : the escrow analysis stayed in error for another 2 months 5 : because of this the total mortgage payment inflated to almost double 6 : we called and talked to a man named XXXX on XX/XX/19 teller ID XXXX XXXX : he told us to pay {$750.00} on the amount as that would assuredly cover the new escrow analysis that we were promised to be completed numerous times 8 : we pay {$750.00} 9 : the payment was suspended unbeknownst to us and on XX/XX/19 XXXX received a collection call at work for the remaining balance ( KEEP IN MIND THE PAST DUE AMOUNT IS STILL BASED ON AN INCORRECT ESCROW ANALYSIS AND WAY OVER INFLATED IN PART DUE YO THE FACT THAT SLS/XXXX NEVER REDEPOSITED THE {$700.00} ) 10 : I informed the agent that no, we do not owe that as the escrow account is incorrect. She agreed immediately after looking briefly at the notes and we hung up with each other. 11 : XXXX called on XX/XX/19 and talked to the tax department to find out if they had paid our property taxes and they had not. She asked that person about the collections call and letters we received stating we were late. They sent her to customer service and she talked to a XXXX She admitted it was wrong but we still had to pay it before the XXXX or we would be turned over to a collections agency. 12 : we paid {$440.00} online for the rest of the incorrect balance on XX/XX/19 to avoid damage to our credit 13 : in this payment a late fee of {$24.00} was included ( wasnt exactly apparent when it was paid ). That should be refunded into the payoff. 14 : after several calls stating they were going to actually pay the tax bill XXXX gave up and paid it herself to the total of {$390.00}. That includes {$69.00} of interest and penalty fees that should also be deducted from the payoff as the lateness was XXXXs fault. 15 : we need a clean payoff showing the escrow payment and refund of fees, interest, penalty and late fee which we calculated at a total of {$92000.00}. SLS/XXXX insists that a future tax bill payment of {$670.00} is already scheduled & must be collected in the payoff! They never paid our city tax & we want to pay our own School tax which isnt actually due until XX/XX/XXXX. They wont even have the loan at that time We have a loan ready to close at a local bank & are simply asking SLS/XXXX to provide a correct payoff so we can end this nightmare.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 411XX
Submitted Via: Web
Date Sent: 2019-09-13
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2019-09-12
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have had multiple issues with my mortgage company servicing my loan Specialized Loan Servicing. I am currently trying to refinance the loan and they are not working with the new mortgage company. Issue 1. I got the loan back in XX/XX/XXXX. I attempted to set up ACH automatic payments right away and was told I could not and would have to way 6 months before I could. In XX/XX/XXXX I went on the website and set up ACH automatic payments. Come the beginning of XX/XX/XXXX I received notification that my loan was past due. After getting this notification I immediately called SLS and asked them what was going on and why my ACH wasn't happening. They said they did not see it setup. I immediately paid it the balance due and from what I recall they told me they would look into it. I also asked to make sure we get the ACH setup and was told we couldn't because My loan was past due. At the beginning of XX/XX/XXXX I went on a cruise and didn't hear anything back before I left and then completely spaced it afterwards. Issue 2. Fast forward to now. I am trying to refinance my loan now that I have a more stable income and am working with Quicken loan and they told me that SLS is not reporting my loan to my credit and they also asked why there was 3 payments made in XX/XX/XXXX. They said that this will hold of the loan if SLS is reporting the payments over 60 day late and would disqualify me. XXXX Said they have tried to contact SLS multiple times when no success. I called SLS on XX/XX/XXXX to get these answers myself. When I asked why they said they did not know why it wasn't being reported and I asked how the Missed payments in XX/XX/XXXX and XX/XX/XXXX would reflect and also mentioned to them I never hear why the ACH did go through. They said they would have a Manager contact me. I have not heard anything. I called again today XX/XX/XXXX and I asked for a supervisor and the lady I spoke with said that there is not one available. She asked if this was in regards to my loan not showing up on my credit and I said yes among the issue back in XX/XX/XXXX with the Auto payments and why this never was looked into etc. She said she would escalate the issue immediately and she forward my phone call to another number that Said they were currently closed and to try back later. I was unable to leave a VM. They have failed to follow up with me to help me understand why my automatic payments didn't go through and did nothing to help rectify the situation and now they have failed to follow up with me of why things aren't be reported to my credit and why they have not followed up with the company I am trying to Refi with. They have also failed to provide me with all correspondence sent to me. Also SLS has failed to return calls to the mortgage company I am attempting to refi with which is XXXXXXXX XXXX. SLS is not providing the servicing duties and for the lack of better wording is not doing their job.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85213
Submitted Via: Web
Date Sent: 2019-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Today XX/XX/XXXX I spoke to 3 different customer resolution reps and I customer service representative from Specialized Loan Servicing. I have tried several times to access my account online and even make payments of {$1000.00} which was my mortgage amount and listed on my statement and 4506T form and I've been blocked out of my account. Previously they said it was because I was behind in payments.Now they are saying its because I'm in bankruptcy. I asked them where was the paperwork from XXXX XXXX XXXX showing the details and terms of the transfer to SLS. No one was able to provide this information as I requested. I also requested the status of my modification request which they also denied sending me. SLS has continued to charge an astronomical escrow and tax amount to my account now totaling XXXX. I have to ask if they are in violation of Section 6 and10 of RESPA. When I was approved for a modification in XX/XX/2017 I was notified at the end of XXXX. I requested a forebearance until XX/XX/2017 because that's when I would begin receiving my retirement income. They insisted on continuing a late notice modification denying payments from there on out. I have appealed denial decisions and SLS still refused to allow me to bring my account current and my monthly income has been sufficient. They in turn increased my payment to {$1000.00}. I was also told previously that my payment was over {$1100.00} or so when upon the transfer from BOA.That is not true it was for {$1000.00}. I was also told by XXXX XXXX XXXX that SLS brought the loan for {$160000.00}. Any terms they are collecting for I question because SLS knew I was in an underwater loan and continued to allowed me to fall behind in payments. The most recent time I called SLS today they took my number out of their system prompting me to reenter it. I have also asked them to supply me with the loan terms that are under XXXX XXXX and XXXX XXXX and all the representatives did was transfer me back and forth between departments barely answering my questions to provide prof they can legally collect money for a loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08618
Submitted Via: Web
Date Sent: 2019-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I applied for a loan modification earlier in the year. Not only was the process agonizing, I made all the trial payments. I finally received the permanent loan modification in XXXX if I remember correctly. It is now XX/XX/2019, I have NOT received any NORMAL UPDATED MORTGAGE STATEMENT since this loan has been permanently modified. Please help me obtain a normal mortgage statement.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60706
Submitted Via: Web
Date Sent: 2019-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX XXXX sent my file to Specialized Loan Service without notifying me prior to around XX/XX/2011. I have been disputing this transfer ever since. I was also in the process of a modification with a XXXX who has a contract to work with XXXX to assist with modifications and to prevent my home from going into foreclosure. SpecialiZed Loan Service has not worked with me to remain in my home. I have attempted on occasions to make the payments I could afford which was on a previous statement from SLS who I never contracted with while requesting my loan remain with the original bank who claims Im a valued customer. I also called at XXXX to verify my loan number. She refused to confirm the number I gave her and never sent an email with this information as she stated. Both parties have been blaming the collection on the investor who has in turn referred me back to the most recent servicer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08618
Submitted Via: Web
Date Sent: 2019-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/2019 - I received a Default Notice from Specialized Loan Servicing on Loan # XXXX. That letter stated that in order to prevent foreclosure of the home and bring account up to date, I would need to submit the amount of {$40000.00} within 33 days of the dated letter. I had finally gotten all my finances under control so I decided to empty my XXXX and savings to get this account current. I called SLS to confirm the exact amount needed the cure the loan and was provided with the following number {$41000.00} which included the month of XX/XX/2019. I sent a cashiers check for that amount and confirmed receipt within the allotted time. A couple of days after I confirmed receipt of payment, I logged into my account to confirm my account was current, instead it showed that I still owed more than $ XXXX in the account. This was around mid XX/XX/2019 and ever since no one at SLS has been able to explain where the additional $ XXXX came from. They acknowledge that the payment was not properly applied yet, theyve proceeded to foreclose on my home based on that additional $ XXXX. I have sent letters to the CEO and EVP of operations and no one ever responds. When I call the resolutions department, they always promise to open up a ticket to get the matter resolved but it never does. 10 days later the ticket is automatically closed with no resolution. I have copies of the letters Ive sent, the emails and copies of statements and Its been now almost 5 months and my home is still in foreclosure. PLEASE HELP!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91406
Submitted Via: Web
Date Sent: 2019-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I own a site condominium in Texas in which a lot has been subdivided into two discrete parcels that are entirely responsible for our own, fenced off areas of the land. We then carry a $XXXX policy for the shared driveway which ends at separate driveways for each unit. My property was incorrectly entered into Specialized Loan Servicing's system as a standard, shared property condominium which would require an HOA master policy along with each unit carrying condo insurance. This would lower each individual's unit burden while shifting much of the liability to a master policy, it would end up being cheaper for me.Back in XX/XX/XXXX however, I received a notice that I didn't have adequate insurance coverage and that if I did not upload my policy, SLS would buy more expensive insurance that would potentially cover less than my own policy. I was terrified at the thought of having to pay for double insurance after legal, my insurance agent, and the underwriter reviewers approved of my policy (and required me to obtain homeowner's insurance) with the loan originator. I uploaded the shared property plan and my own insurance plan to the given insurance website and thought the issue was resolved as the website said I would hear back in ten days with a resolution. I never heard back. I got a second warning a few weeks later that I still had not uploaded the documents even though I obviously had -- when I went to the website, they showed the policy documents I had previously uploaded and didn't even offer the opportunity to upload additional supporting documentation. I called SLS the next day, explained the issue, and was told not to worry and the agent would resolve the case; it was just a system issue and she would take care of it.Two weeks later, I received another notice that I didn't have insurance and SLS would be purchasing insurance for me. I have now repeated this process six times. I have received six letters. I have called SLS six times, and each time their agents have been incredibly kind, quickly recognized the issue, and made me feel like my property was updated in their system once and for all. I even got policy cancellation notices for the policy that SLS purchased on my behalf and the money was refunded to my escrow account, I felt like I was finally in the clear. Today I came home and opened my mail to find another letter stating I did not have the proper insurance on my property and SLS will be purchasing insurance on my behalf. This is a stressful, tedious issue that isn't amusing to me anymore. I appreciate that systems go haywire, I've written software for major tech companies for a decade now and appreciate that enterprise systems are fickle but this is driving me insane. I have recordings of most of the phone calls and just want this to be updated once and for all. I'm angry at my originator for working with SLS if this is the type of company they are.I'm missing two of the letters but have uploaded seven that I received. I also have recordings of most of the calls but SLS has their own copies which are likely better quality.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 787XX
Submitted Via: Web
Date Sent: 2019-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX WE DID A MODIFICATION BACK IN XX/XX/XXXX AND THEY SAID THEY NEVER RECIEVED THE 3RD PAYMENT WHICH THEY DID BECAUSE I SENT A COPY OF THE XXXX XXXX RECIEPT! ANYWAY YOU HELPED US BY CLEARING THIS UP WITH OUR LENDER AND FINALY GOT THE MODIFICATION APPROVED IN XX/XX/XXXX -WE RECEIVED THE DOCUMENTS AND TOLD TO HAVE A NOTARY TO SIGN AND SEND BACK BY XX/XX/XXXX WE DID! I CALLED A WEEK LATER TO SEE IF THEY GOT THE MODIFICATION PAPERS BACK AND I WAS TOLD BY LOSS MIDIGATION DEPT THAT THEY WERE DENIED DUE TO THE ERROR BY THE NOTARY IT WASNT SIGNED RIGHT! SO THE MAN WAS NICE ENOUGH TO EMAIL US ANOTHER SET AND MY HUSBAND BROUGHT THE DOCUMENTS TO THE BANK AGAIN AND HAD THEM SIGNED AGAIN AND OVERNIGHTED THEM BACK TO LENDER! OUR FIRST PAYMENT WAS DUE ON XX/XX/XXXX BUT THEY SAID WE HAD TO THE END OF THE MONTH TO MAKE IT! BUT WHEN OUR LENDER SAID THAT THEY WERE DENIED DUE TO THE NOTARY 'S MISTAKE THEY SAID DONT MAKE THAT XX/XX/XXXX PAYMENT UNTIL WE SEE IF THE PROCESSING TEAM IS GOING TO EXCEPT THIS BECAUSE NOW IT WAS XX/XX/XXXX!!!! THEN XX/XX/XXXX CAME AND WE STILL DIDNT HAVE A ANSWER OUR POINT OF CONTACT FINALLY REACHED OUT TO ME AND SAID YES IT WAS BEING SENT OVER TO BE FINALIZED BUT WE NEED THE XX/XX/XXXX AND XX/XX/XXXX PAYMENT - SO WE JUST TOOK THE XXXX THAT WE HAD AND HAD TO PUT IT IN OUR ONLY CAR A TRANSMISSION! I SENT OVER PROOF TO OUR LENDER MY HUSBAND IS RETIRED AND IM XXXX I TOLD OUR POINT OF CONTACT XXXX ( I THINK THATS HOW YOU SPELL HER NAME ) THAT WE CANT DUE THE PAYMENTS UNTIL XX/XX/XXXX SHE SAID LETS GET THIS MODIFICATION DONE FIRST THEN I WILL TALK TO MY MANAGER ABOUT THE XX/XX/XXXX AND XX/XX/XXXX PAYMENTS! NOW LAST WEEK I ASKED TO SPEAK TO A SUPERVISOR ( XXXX ) WHO TOLD US THAT THE PROCESSING DEPT WANTS XX/XX/XXXX AND XX/XX/XXXX PAYMENTS BY XX/XX/XXXX I WAS LIKE WHAT?? NO XXXX SAID SHE WAS GOING TO SPEAK TO HER MANAGER TO SEE WHAT WE CAN DO PLUS WE DONT GET PAID AGAIN UNTIL XX/XX/XXXX XXXX THE SUPERVISOR SAID I WILL PUT THAT EMAIL RIGHT IN AND EXPLAIN WHEN YOU CAN MAKE THE TWO PAYMENTS! WILL TODAY MY HUSBAND HAD TO SIGN ANOTHER MODIFICATION DOCUMENT PLUS GET IT NOTARIZED AGAIN AND XXXX IT BACK TO OUR LENDER!!!! I JUST GOT OFF THE PHONE WITH A DIFFERENT SUPERVISOR AND WAS TOLD NOW THAT THEY WANY XX/XX/XXXX XX/XX/XXXX & XX/XX/XXXX PAYMENT OR THEY WONT GIVE US THE MODIFICATION! I WAS LIKE NO THATS NOT LEGAL WE WERE ALREADY APPROVED AND THE NOTARY XXXX THINGS UP THEN OUR LENDER TOLD US THAT IT WAS DENIED HOLD OFF ON MAKING XX/XX/XXXX PAYMENT UNTIL WE SEE IF THE PROCESSING TEAM WILL RE APPROVE IT BECAUSE IF WE SENT THE PAYMENT IN WE WERE TOLD IT WOULD GO TOWARDS ANY LATE FEES AND OUR ESCROW WHICH WE WOULD BE WASTING THAT PAYMENT!!! SO NOW WE WANT TO FILE A COMPLAINT AND WE NEED YOUR HELP TO KEEP THIS MODIFICATION THAT WAS JUST SIGNED TODAY AND WE WILL MAKE THE XX/XX/XXXX AND XX/XX/XXXX PAYMENT ON XX/XX/XXXX! PLEASE HELP AGAIN! ALSO WE WERE TOLD BY THE SUPERVISOR THAT JUST CALLED THAT SHE WILL EMAIL US A NEW LOAN MODIFICATION APPLICATION TO DUE ALL OVER AGAIN BUT SHE CANT GUARENTEE THAT WE WILL GET APPROVED FOR ANOTHER MODIFICATION SO WE WILL LOOSE OUR HOME AND WE BEEN HERE FOR 26 YEARS!!!! WE GOT APPROVED FOR THE MODIFICATION ALREADY BUT SINCE WE CANT MAKE 3 PAYMENTS BY XX/XX/XXXX THERE GOING TO CLOSE IT OUT! THATS ILLEAGAL PLEASE HELP! WE CAN MAKE THE 2PAYMENTS ON XX/XX/XXXX AND XX/XX/XXXX WILL BE PAID WITH XX/XX/XXXX THEY NEED TO GET REPORTED! THANK YOU XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 125XX
Submitted Via: Web
Date Sent: 2019-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-09
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I have submitted a Qualified Written Request to Specialized Loan Servicing as I am very concerned with my closing documents, and who has the wet-inked, original Deed and Note of my loan, as well as Assignments and Substitution of Trustees. I am also very concerned about the fees and many other concerns and therefore, I am sending this request to be clarified in detail. This company, Specialized Loan Servicing, has not provided any information to me verifying any of my questions presented and yet has a XX/XX/2019 sale date to steal my property before they can prove to me they can legally move forward or who the owner of my loan is! I am reporting SLS for not providing me with my requested documents and answers to my questions, for not being able to prove that they have a right to even service this loan, let alone provide me with the owner of the loan. I am asking for your protection as you enforce the rules and laws that SLS is supposed to be complying with, report and fine SLS for non-compliance with my Qualified Written Request and not allowing me time to receive nor review their response once I eventually receive it and force SLS to comply with the written law.
Company Response:
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-06
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I completed a Chapter XXXX which did not include my mortgage. Ive paid directly myself. Im still paying my mortgage payments and my account is open and active but they are reporting it as discharged in Chapter XXXX. Ive requested multiple times to correct it and went through credit agencies as well. It is impacting my credit in a negative way. I need them to update the account to show that it is open and active as I have been paying it every month including the 5 years that I was in Chapter XXXX bankruptcy. This account was not paid through the bankruptcy it was a self pay account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22193
Submitted Via: Web
Date Sent: 2019-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A