Date Received: 2023-08-26
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: Telephone calls with varying stories of what may have happened and several times they have hung up. E-mails and certified letter to XXXX. and various customer service XXXX XXXX XXXX ( the latest was XX/XX/XXXX ) - no response. Trying to resolve for the past 8 months. Ten months of copies of cancelled checks e-mailed to customer service ( XX/XX/XXXX ). No response. XXXX has sent late payment notification and penalties, and XXXX has also notified credit bureaus of late payment. These people have extremely poor customer service and accounting. Are rude and abusive. Sometimes they refuse to give a customer service identification for my file.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28411
Submitted Via: Web
Date Sent: 2023-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-28
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: In XXXX I requested SLS Servicing to update the information correctly on my credit report. They are claiming that a charge off of XXXX was done back in XXXX but that is not accurate. It was supposed to be a modification of the loan and they went ahead and charged of the loan for only XXXX not XXXX. I need that changed or removed. I am still making payments on this loan so how can it be charged off.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11801
Submitted Via: Web
Date Sent: 2023-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-28
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I have attempted to make payments on my loan in advance because I use my home as rental income property and I never know when a tenant might not pay. I attempted to pre-pay my loan on two occasions and the mortage company promised to apply my extra payments to future months but they didn't. I have called and open at lease 10 cases for them to correct the issue and they always promised to correct the payments but they never did. They keep using the payments for principle payments, which, i didnt request. After spending months calling back and forth, finally after 60 days for them not doing it, they now tell me, its been 60 days and now we can't remove a principle payment to a monthly payment. They basically lied to me. The last time I did the extra payment, they told me since my mortgage payment had increased, I needed to make another additional payment of {$270.00} in order for them to apply my extra payment to a future month. I made the additional payment and they took that and applied it to principle also. Now they tell me there is nothing I can do. XX/XX/XXXX - regular payment made of {$2500.00} XX/XX/XXXX - Additional payment made of {$2500.00} ( They applied to principle and refuse to correct it ) XXXX regular payment made of {$2500.00} XX/XX/XXXX - Additional payment made of {$2500.00} ( They applied to principle and refused to correct it ) When I called them in XXXX still inquiring about why they didnt apply the XXXX payment correctly, they told me it was because the monthly payment increased to {$2800.00} and I would have to make an additional payment of {$270.00} in order for them to apply the payment to a future month. On XX/XX/XXXX, I made the additional payment and once again, they took the {$270.00} and applied it to my principle. Now when I call them, all they say is. its been past 60 days, nothing we can do help you. This is a total scam because I have called them over 25 times ( within the 60 day period ) and requested the funds be applied to future months. When I requested they send me the phone conversations between myself and their agents, so that i can prove they lied to me, they refuse to do it. I have requested a supervisor 11 times and no one will return my call or speak to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77057
Submitted Via: Web
Date Sent: 2023-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-25
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: I thought the debt was taken care of in bankruptcy 12 years ago they contacted me a couple of years ago I did not believe the debt they threatened to foreclose in XXXX I hired a attorney he was able to stop it then they have not called back we are unable to contact them I want to take care of this
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30180
Submitted Via: Web
Date Sent: 2023-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My mortgage loan was transferred to Specialized Loan Servicing ( SLS ) around XXXX of 2023. During that time I had a COVID forbearance on my account which continued with this company. Their representatives called me several times between XXXX and XXXX to determine what action I wanted to take when my forbearance came to an end on XX/XX/2023. Throughout every call I advised the representatives that I was pending determination for the Pennsylvania Homeowner 's Assistance Fund ( PAHAF ). Specifically on XX/XX/2023 I spoke to a representative asking if they received anything yet from the PAHAF program and that I was concerned about my forbearance ending on XX/XX/2023. During that conversation and previous conversations I have stated that I applied for reinstatement and that it was currently pending debt verification so I was requesting an additional 30 days of forbearance. The representative indicated that she was not sure if I had any additional forbearance eligibility but would submit the request and that I would probably hear back around the same time as PAHAF for that. When I called again on XX/XX/2023 to check the status, a male representative informed me that technically I had until the end of XXXX before any action would be taken. He advised me that XXXX received a letter from PAHAF on XX/XX/2023 stating that I was approved for reinstatement but that no other communication was received yet. He said that typically it takes a little while and there is some back and forth with the documents and it usually takes 8 or 9 days for an initial response. I decided to reach back out on XX/XX/2023 to see if there were any updates and thats when I was advised that a deferral was approved. I asked the representative what that was because I never requested that. He explained to me that the deferral puts the past due payments that were under forbearance to the back of the loan. I told him that I did not request this because I was already approved for reinstatement from PAHAF and that it is simply pending the communication between the two companies. He told me to check with PAHAF to see if I would be able to receive the reinstatement if the payments were deferred before he took any action to reverse it. He also indicated that this was something that was automatically done at the end of the forbearance period. After speaking with PAHAF, they advised that I would not be able to take the reinstatement if my payments were deferred. I then contacted SLS again and another representative I spoke to told me that it was not an automatic thing to receive a deferral and that I was supposed to have options. He also advised that I need to submit a letter requesting to reverse the deferral. I submitted the letter on XX/XX/XXXX via email as well as mail. I called SLS several times for months to get the issue resolved and no one was able to assist me. I finally received a letter in the mail today ( XX/XX/XXXX ) dated XX/XX/2023 stating that they are denying my request to reverse the deferral because they stating in part that they " proactively started it due to no other plan being in place for repayment '' and that they claim I requested it which I did not. I called them today to try to get a copy of the recorded call that they claimed to have reviewed and used in my determination but I was advised that they do not provide a copy of the calls and to dispute in writing again. The letter they provided also states that they sent me a letter on XX/XX/2023 regarding the agreement however that was received after the phone call that I made on XX/XX/XXXX and I did not sign the agreement because I never requested it. My main concern is that SLS repeatedly ignored the fact that I was pending for state assistance that would cover my reinstatement as well as forward assistance and took it upon themselves to put the overdue payments to the back of the loan instead of allowing it to remain outstanding so that it would be covered by the assistance program. Doing so essentially robs me of {$13000.00} in equity.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19061
Submitted Via: Web
Date Sent: 2023-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Specialized loan servicing purchased out loan while we were in forbearance and applying for help with XXXX XXXX. During COVID I lost my job and my husband took a XXXX reduction per month in pay while working more hours. Both my husband and I work in the hospitality business. When I called XXXX XXXX they said they could not help us as they sold the loan to make room for new loans coming in. They said that is a normal practice. When I called specialized loan servicing they said they do not offer the same help as XXXX XXXX and I need to go through the court process. The court assigned a housing helper named XXXX. I met with her and she told me that she can't help us. Shortly after that my mom XXXX XXXX and my husband was XXXX XXXX XXXX. We were served papers our house was foreclosing on XX/XX/2023. After that we heard absolutely nothing. Yesterday I had XXXX gentleman come up to my door saying Friday our house is up for sheriff sale and we owe XXXX. First of all we do not owe that. We didn't even pay that for it. I have proof we XXXX even if you tack on legal fees there is no way. Second we were given no notice of a sheriff sale on XX/XX/2023. We were never offered help through any COVID relief which we were definitely affected by. Also we were finishing up paperwork with XXXX XXXX and then to have to restart with specialized loan servicing is not right. These XXXX mortgage companies clearly did illegal practices and took advantage of a family who was truly impacted by the XXXX down of COVID
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 180XX
Submitted Via: Web
Date Sent: 2023-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We are facing foreclosure on our home we have owned for almost 25 years because we were negatively impacted by XXXX. Our mortgage lender Specialized Loan Servicing is aware of our struggles and they have refused to offer us a chance to resolve the past due payments and is demanding that we reinstate our past payments. Our hardship has been fixed and we have the ability to make the regular payments but need help with the past due amount of $ XXXX. When we call their agents to ask for help since we have a XXXX mortgage loan and our hardship was XXXX related and they tell us sorry, nothing we can do, you need to pay us off the late payments or we are going to foreclose. We got a letter from their Attorney a month ago and they said that we need to pay back the whole loan which is over {$100000.00}. This is wrong! Our mortgage loan is delinquent due to economic hardship caused by the XXXX pandemic. I have tried to resolve this matter with XXXX for close to one year but have run into brick walls as they have refused to play by the rules or provide our family with access to assistance programs. Our hardship is resolved, my husband is back working full time and we have had a change in financial circumstances and are able to make our regular payment, the issue is the past due payments that are continuing to accrue and push us into foreclosure. My husband was working as an operations manager for a freight company but due to XXXX his hours were reduced. We applied for and were approved for a loan modification in late XXXX and made the trial payments. However in XX/XX/XXXX my husband was laid off from his job. We continued to make payments even though we were in dire financial straits. My husband was able to find a new job a few months later but took a {$25000.00} per year pay cut. My husband later became sick with XXXX and missed about a month of work from that. We also have an autistic son XXXX who is non-verbal. During the pandemic lockdown he was very upset about the change in routine and Zoom school and at times he became very aggressive and frustrated and XXXX would need to take time off from work to be at home to help me care for him. We were struggling but always managed to make the next months payment. We called in to ask if we could be considered for any programs since my husband had lost his job right when we got the last modification and his new job paid much less and he missed a lot of time due to XXXX. Their agents said there were no options available. The last payment we made was XX/XX/XXXX. We did not have the funds to pay in XXXX, which worried us but we thought we could catch up. Then were received a notice of intent to accelerate and now they refuse to accept our mortgage payment and have referred us to law firm for foreclosure. I am surprised that XXXX can get away with this and treat struggling homeowners like this. We have had a significant change in financial circumstances. XXXX is working full time and now my adult son XXXX who lives with us is also working full time and contributing towards the household which helps to offset my husband 's pay cut, in addition to XXXX benefits we receive for XXXX. We have the ability to pay and our hardship has been resolved. The issue is that XXXX is refusing to work with us or provide access to programs to address the past due amount and that
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2023-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I obtained a second mortgage in XXXX with XXXX. I made several payments on this loan, and it was combined into a single mortgage with XXXX XXXX XXXXXXXX when XXXX went out of business. Or so I thought. Around XXXX I started receiving notifications from Specialized Loan Servicing that I owed for a mortgage. I tried contacting them, when I put in my social security number and the property zip code, they said that I did not have any loans. I assumed it was a scam, and when I see something in the mail sometime later, I got the same result. Finally about a year or two later I had something hanging on my door from the same company. I tried going through them again and eventually spoke to a person there. I gave them the same information, they said they had no record of it. I started to sell my property around XXXX, at that time an attorney started searching for title. He did find a second lien that was still out on the property. It took him several months to find out who the company was and it was XXXX XXXX XXXX that was currently holding the lien. It took a while to be able to communicate with them, they actually had the wrong address information on the loan. I repeatedly tried to negotiate with them, and create a settlement. They refused to do anything. Knowing that I was trying to sell my property, they would not negotiate on anything. I did receive a response for some of my settlement offers that said that the loan was charged off for administrative and accounting purposes in XXXX. This went on for a while, and I had to close on my property, plus I had a contingency on the place that I was buying that I had put down a considerable down payment. I had disputed this with them, to no avail. I had to get an attorney to send them documents requesting everything that they had regarding this loan. We received them, but not in time for my closing of my property. I was forced to pay off this lien of {$140000.00} on a {$60000.00} loan. {$81000.00} of interest on a {$60000.00} loan is excessive. I also question the amortization of the loan with XXXX along with payments made in XXXX not being applied. They are no longer in business, so there's not much to do there. Specialized Loan Servicing was not able to contact, because they had incorrect information regarding my loan. And then they also did not want to settle or even discuss anything that would be a reasonable settlement amount. They held out knowing that had finally built up equity in my property, knowing that I was selling it, and also told me they were not even listening to settlement offers until I sent them a copy of my first mortgage statement. All these tactics created this loan to balloon to the excessive amount. The typical XXXX mortgage scam. They buy these loans on the secondary market for less than value, no one knows who actually has the loan. And then they created a scenario where I was not able to determine if it was legitimate or a scam. Even until I received the documents, I was surprised that the second mortgage was never combined with the first one to begin with. They held out knowing that they had me over a barrel, and cleaned out all the profit I made from the sale of my home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27616
Submitted Via: Web
Date Sent: 2023-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hello Specialized Loan Servicing is in XXXX XXXX holder position in regards to my home located at XXXX XXXX XXXX, XXXX, MD XXXX. Recent months they have sent correspondence in reference to what I owe. I received a letter dated XX/XX/23. It was loan modification documents that they structured and sent out. I had a lot of concerns with it. The letter states to make sure you appeal no later than XX/XX/23. On XX/XX/23 I sent via fax, loan portal and email a copy of my appeal letter. Today on XX/XX/23 I recieved a letter confirming receipt of my appeal. I am submitting this to the CFPB because XXXX is known for not responding in a timely fashion or later stating they never received the documents. To protect my rights I am making CFPB aware of this so that I have a witness of the dates I submitted documents to protect me and ensure that my concerns are addressed. Thank you. P.S. Please be advised that this is a separate concern from the what was submitted under COMPLAINT ID XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was refinanced in the amount of XXXX without my permission, Also to know use of mines as XXXX was added to my mortgage principle, I didnt receive a lower interest rate or cash out but its all written into a new contract by SLS this is unlawful and fraudulent doing by Specialized Loan Servicing as there hold no PURCHASE MONEY LOAN CASH ADVANCE bearing my wet ink signature, A LOAN mean Debt evidence by Promissory Note plus interest, A promise to pay doesnt constitute a loan.I have no contract with this corporation and would like them to stop
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 105XX
Submitted Via: Web
Date Sent: 2023-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A