Date Received: 2019-08-24
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I filed bankruptcy back in XX/XX/2018 and reaffirm my loan with SLS mortgage company and request the SLS mortgage to report my mortgage to the credit back in XX/XX/2018, I been calling every month asking them to do so but nothing happing and they promises to reported on the XX/XX/XXXX of next month. I am paying on time never late on payment. I need your help please if you have any questions please feel free to call me @ XXXX Thank you XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95330
Submitted Via: Web
Date Sent: 2019-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, I sent Specialized Loan Servicing LLC a qualified written request ( in the attached file ) because earlier that month I received a late payment notice although I sent in the payment as usual. The QWR was sent using certified mail with return receipt to the address specified on the loan statement ( in the attached file ). The return receipt was signed dated XX/XX/XXXX. I have never received any acknowledgement or response for my QWR. They are in clear violation of 12 U.S.C. 2650 and subject to fine that is due to me. Worse still, they started missing sending me monthly statements. I started to send them monthly payments using the payment service of a local XXXX store for fear of the repeat of XXXX payment. Payments through XXXX give me the record of the payments with the date on it. In an effort to clear up the issues of missing statements and make sure that all the payments and charges are accurate, I sent another qualified written request via certified mail to Specialized Loan Servicing LLC on XX/XX/XXXX ( in the attached file ). The return receipt was signed on XX/XX/XXXX. Again it fell on deaf ear. They completely ignored my request. I have not so much as received a letter of acknowledgment. I started to send in payment using certified mail since XX/XX/XXXX using copies of my old payment stub ( in the attached file ). On the copies of old payment stub included with the payments, I have asked them to send me monthly statement and send it to the address that has been in use. Again, I have received no statements. Specialized Loan Servicing LLC seems to be an especially bad example of a loan servicer. I pay the loan and did not get the service I deserve and not to mention required by law. I do not even know where my money went at this point.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 334XX
Submitted Via: Web
Date Sent: 2019-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am having difficulty receiving my escrow analysis refund check. The first check was issued on XXXX. It was made out to the estate of my dead wife. I called Customer service, said no problem and issued another check in my name. I never received that check. it was issued on XXXX. Since then 2 other checks were sent out to me both still in the name of the estate of my dead wife. Customer service seems to be feckless regarding this matter. They do not have any direct access to contact their escrow department. No one is willing to take ownership and they refuse to escalate this matter beyond the level of a floor supervisor.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93021
Submitted Via: Web
Date Sent: 2019-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The service of our mortgage was transferred to SLS effective XX/XX/19. We did not receive the letter of notification of change until XX/XX/XXXX ( letter dated XX/XX/19 ). The letter further stated that if a payment was sent to the previous lender it should be forwarded and would not be treated as late. However the entire time of our account with SLS ( approx.5 months ) they have said that we are behind a payment, although every payment has been made on time with the exception of XX/XX/XXXX which had already been sent to the previous servicer as we were not aware of the change. SLS was contacted when we received the first late payment notification in XX/XX/XXXX and were told that it could take up to 60 days for the payment from the previous company to get forwarded and credited to our account. We were still getting late payment calls in XX/XX/XXXX and when I called SLS ( which was multiple times ) I was always speaking to someone different and was told that I needed to do something different ( i.e. just wait for the 60 days, send in proof that payment was sent to other lender, send bank statement for month of XX/XX/XXXX proving that we had not received the money back into our account ), to all of which I complied. After the bank statement was sent I was told that an investigation would be opened and they would contact the previous lender. I called again approximately 2 weeks later ( around XX/XX/XXXX ) when we were still getting late payment calls, and was then told that they do not in fact contact the previous lender that I would have to do this. I was very frustrated because if I had been told this previously I could have been in contact with them and had this resolved. So we contacted the previous lender and were sent the copy of the signed XXXX receipt showing that the payment was sent to SLS and received on XX/XX/19, which was forwarded to SLS on XX/XX/XXXX. When I called back the following week to verify that they had received this information and made the appropriate changes to the account, I was told that the rep could see that the money had been misapplied to XX/XX/XXXX ( before we even had them ) and that she was going to manually change it so that the account would reflect all payments had been made on time and there was no delinquency within 7-10 business days. I thought this was then end of it until we received notification on XX/XX/XXXX that our credit score had dropped 130 points due to delinquency which was the amount of our mortgage. That same day I contacted SLS ( after seeing on their website that the " missing '' payment had been put in ) and was on hold for 20 minutes as a service rep and manager were trying to figure out why there was still a delinquency put on our account and reported to the credit bureaus whenever all monies had been paid and were showing in the account. I was told that I would receive a call back that day but did not. That evening I filed disputes with all 3 credit bureaus. I called SLS back after not hearing from anyone for 2 days and was told that it would be sent to the department that handles disputes and that I would be contacted within 3 business days. We received a voicemail that evening, but are still waiting for full resolution of this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29485
Submitted Via: Web
Date Sent: 2019-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-21
Issue: Written notification about debt
Subissue: Notification didn't disclose it was an attempt to collect a debt
Consumer Complaint: For the past 9 years, I have had a XXXX XXXX XXXX XXXX XXXX XXXX which was in good standing in my name. I paid the amount monthly - even after my ex-husband applied for Bankruptcy and was discharged under his name ( his name still remains as a co-borrower ). Recently, XXXX XXXX XXXX sold my loan to XXXX XXXX, which then authorized Specialized Loan Servicing ( SLS ) to administer the loan payments, etc. SLS appears to be more of a collection service bureau than a financial institution. XXXXk XXXX XXXX sold my loan on or around XX/XX/XXXX. I was notified by XXXX of the sale to XXXX XXXX and was informed that I would receive information soon from the new loan company. I did not receive ANY paperwork, information on where to pay my loan, etc. until XX/XX/XXXX. I received a letter from Specialized Loan Servicing indicating that my home equity loan is now delinquent, and I needed to contact SLS to discuss possible loss mitigation options. I was able to navigate the SLS site and set up an online account. I had difficulty adjusting the payment that covered a specific time line, the site would only allow for me to make the past payment due PLUS a payment that was due in XXXX. I was able to call SLS where they were willing to take the payment that was currently due. On XX/XX/19, I logged on to make my XXXX payment - and once again, the site would not allow me to adjust the current payment due ( {$220.00} ), instead a payment of {$470.00} ( covering XXXX ) was ordered. Also, I am not able to change my method of payment. I want to use a different debit/credit care and the SLS website will not allow me to do this. The SLS site and XXXX XXXX company is very difficult to navigate and communicate with. When I call, and enter my phone number ID, they claim that my phone number is not identified with my account number. SLS has also marked me down as making two late payments, when that is not a fair assessment. I do plan to refinance this loan in the next few months, but I am trying to pay down other finances first in order to be eligible for a lower interest rate. Please assist. Thank you. XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ME
Zip: 041XX
Submitted Via: Web
Date Sent: 2019-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-21
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have a mortgage account for Specialized Loan Service account # XXXX which has been closed and paid off in XX/XX/XXXX. I notice a 60 day late reporting for me in XX/XX/XXXX.This is hurting me tremendously and is completely inaccurate.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10075
Submitted Via: Web
Date Sent: 2019-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The company paid my property taxes without my permission after I was forced to pay them to XXXX and XXXX counties after the mortgage company threatened me even though I am protected under Texas law for a XXXX XXXX protections and broken up payments throughout the year. They have changed the entire structure of my mortgage without my permission to increase my payment by over a $XXXX a month which is three times my mortgage payments and are breaching the mortgage agreement I made when I purchased my home in XX/XX/2006. This is illegal in the state of Texas and goes against the Fair Credit Act, because even though I have paid double payments to close out this fraudulent collector they failed to apply my XX/XX/XXXX payment, held it in a unapplied account, charged me late fees, started foreclosure, and reported to the credit bureaus I did not make my payment and yet it was already in their account. And when they chose to apply it, rather than following the instructions on the checks to be principal only payments, they chose to apply to future mortgage payments and illegally charged me compounding interest over the last four months.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: 73120
Submitted Via: Web
Date Sent: 2019-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was misinformed about auto pay. I made a manual payment back in XX/XX/2019 for $XXXX of which $XXXX was principal and interest and $XXXX was additional principal and was told auto pay would not process. It DID process. They held onto my money and I never received the overpayment checks back to me. Then they said the overpayment will post to July mortgage. It never did so I made another manual payment. Then in XX/XX/XXXXI received a past due notice about my mortgage which I had to again tell them they are holding onto my money and then finally they applied only the $XXXX to my XX/XX/XXXX mortgage which means they still owe me $XXXX. Three weeks later, today XX/XX/XXXX, I called to get an update on where my check is and they said i have to wait until XX/XX/XXXX because its still being investigated. They are providing false information to play with peoples money. I have yet to review my credit score to determine if they late payment they applied late to my account was reported to the credit bureaus. They told me things after the 10th of the month get reported but I have to check.I have spoken to 5-6 different managers to get this resolved and it has been extensively delayed. All transactions were done electronically so its not difficult to track and see the history. I strongly believe there are many other victims.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91302
Submitted Via: Web
Date Sent: 2019-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loan #XXXX was sold to SLS (specialized Loan Servicing) XXXX, XXXX. A dispute regarding funds deposited with XXXX, previous servicer existed and were not related to SLS causing my payment to dramatically increase with little or not adjustments to my hazard insurance or tax base. The figures causing my payment to go up do not accurately reflect funds that should have transferred from previous servicer to current servicer of my loan. Discussions with SLS on XXXX and again on XXXX indicate discrepancy.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 63130
Submitted Via: Web
Date Sent: 2019-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX acquired our mortgage and was charging our escrow account PMI even though our closing disclosures and transmittal paperwork showed that we were not supposed to be paying PMI. We received a notice and an escrow analysis showing that our escrow account was in the negative and XXXX was going to raise our mortgage payment by approximately {$400.00}. We contacted XXXX in XX/XX/2019to correct this error. A case was opened to remove PMI and have the escrow account refunded as we were never supposed to be paying PMI. We have been battling with XXXX for months now to correct their error. Their customer service is horrible. They do not follow through with their customers to help resolve issues. We have provided them with our closing disclosures to prove that we should not be charged PMI and also compared them to the documents they have on file. All of these forms support the fact that we should not be charged PMI. It is now XX/XX/2019and there is still no resolution. We have made our payments to them and they are holding the funds without applying them to our loan, which has made our loan appear delinquent. We have called them numerous times and been given the run around. We were assured that this issues would be corrected and it is still unresolved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 458XX
Submitted Via: Web
Date Sent: 2019-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A