Date Received: 2019-07-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX our mortgage was transferred to Specialized Loan Servicing. On XX/XX/XXXX we entered in to a loan modification with paperwork and first payment due by XX/XX/XXXX. On XX/XX/XXXX I spoke with XXXX to confirm our intent to accept the modification and the correct paperwork needed on file. The paperwork and check were sent via XXXX on XX/XX/XXXX - received and signed for on XX/XX/XXXX by XXXX '. On XX/XX/XXXX, I called and spoke with XXXX who said that the paperwork and check were received and would take a few days to post. Unfortunately my father passed away on XX/XX/XXXX and I did not circle back with SLS right away. The XX/XX/XXXX payment was sent directly from XXXX XXXX XXXX XXXX XXXX ( XXXX ) on XX/XX/XXXX. On XX/XX/XXXX XXXX called to check on the status of the uncashed checks at which time I called SLS to check. I was transferred to a voicemail and not called back. As a result, I sent a letter via fax ( confirmed delivery ) to address this situation. I still had not heard back on XX/XX/XXXX so I included the letter and a Qualified Written Letter Request ( QWLR ) in with the XX/XX/XXXX payment and sent them via XXXX ( signed for by " XXXX '' ). I called again to follow up on XX/XX/XXXX ( XXXX ), XXXX ( XXXX ) and XXXX ( XXXX ) - only to be sent to voicemail with no return call. On XX/XX/XXXX, a home inspector came to make sure the location was occupied and gave me a note to call SLS. I called again on XX/XX/XXXX and was told by XXXX that my file was showing paperwork received but that I had to send the QWLR to a different address. On XX/XX/XXXX I received paperwork from the court for a foreclosure hearing. XX/XX/XXXX payment was sent on XX/XX/XXXX via XXXX ( due to my traveling ). On XX/XX/XXXX I spoke with XXXX at XXXX XXXX XXXX ( SLS ' attorneys ) regarding the situation - I got the address for their dispute letter. On XX/XX/XXXX I sent the QWLR to XXXX XXXX XXXX and a second one ( to the XXXX address ) for SLS - ( XXXX XXXX XXXX sent over the documents requested from them - forms that were missing during our original meeting in XX/XX/XXXX - via XXXX on XX/XX/XXXX, but as of XX/XX/XXXX I have yet to receive anything from SLS ). On XX/XX/XXXX at the foreclosure hearing the court continued the matter and the Clerk of Court suggested that I look into breach of contract or fraudulent practices for SLS after trying to contact them again to renew the modification. The XX/XX/XXXXpayment was sent on XX/XX/XXXX and the XX/XX/XXXXpayment on XX/XX/XXXX from XXXX as I was once again traveling. I have called SLS and spoken to several customer services representatives on XXXX XXXX ( XXXX ), XX/XX/XXXX ( XXXX ), XX/XX/XXXX ( XXXX ) & XX/XX/XXXX ( XXXX ) and XX/XX/XXXX ( XXXX ) - who all sent me to escalation to leave a voicemail with no call back. On XX/XX/XXXX I finally got through to XXXX who tried to inform me of two letters supposedly sent - one about the wrong address for the QWLR in XX/XX/XXXXand one about additional forms needed in XX/XX/XXXX. I know for a fact that neither letter was ever sent because I have a XXXX XXXX with XXXX XXXX so every item ( except catalogs ) are scanned visually - I have only received one communication from SLS since XX/XX/XXXXand it was an email that my mortgage insurance was paid on XX/XX/XXXX. Once I informed her of that information and told her that I was going to be forced to contact an attorney and the consumer complaint department she hung up on me. I tried to call back but she was with someone else and has never called me back. Later that evening another home inspector stopped by, as we chatted he told me that I was one of many who had these issues and told me to check the XXXX -- - there are nearly 500 complaints and many are identical to mine.
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: 2019-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/19Called Specialized Loan Servicing regarding my escrow/tax account. I called to inform them that I disputed my taxes and I won my dispute and that my tax amount was significantly changed. In addition I explained that the new analysis that I received in the mail on XX/XX/19 from the mortgage company showing that my escrow account is short due to increase in taxes. I explained that per XXXX County Tax Appraisal District that the new analysis would be sent out at the end of XX/XX/XXXX or sometime in XX/XX/2019. The customer service representative whom I was speaking to was unable to assist me therefore she transferred to the tax department in which I spoke with a different rep who stated that my credit score would be impacted and late fees would be added to my account if I did not pay the extra $ 200+ /monthly increase starting XX/XX/2019. I re-explained the above to this rep as well as advised her that I was just notified of the change onXX/XX/19. The rep stated I am not sure why it took so long for you to receive he notification because it was completed in XX/XX/2019. I asked to speak with a manager named XXXX ID # XXXX as I was trying to explain the above she cut me off and said true you will receive late fees and your credit score will be impacted. I asked if there was someone else for me to speak with another manager who was over her and she stated that there was no one else for me to speak with. I asked who her manager or reporting supervisor was and she stated XXXX I asked if I could speak with him she said no. Then I asked to XXXX for a telephone number and an address for the Consumer Hotline for complaints for Specialized Loan Servicing she kept saying how can I help you how can I help you. Then she I have to place you on hold, she left me on hold for over 10 mins and gives me the same telephone number that I called her on and the PO Box address from my billing statement. She begin to verbally attack me during the call and I finally had a enough and told her that she needed to obtain better customer service skills and hung up.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76179
Submitted Via: Web
Date Sent: 2019-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am a co-applicant on a mortgage with Specialized loan services. They purchased our previous loan. I am not and have never been late. They have added forced insurance even though we have always had insurance. I have attempted numerous times to send them the policy. They continue to say they have not received it. I did an online search and this is a predatory practice for them nationwide. People are losing their homes. The forced insurance is {$8000.00} per year. There is no email, only a fax number and therefore no way to document anything. XXXX Specialized loan services XXXX SS # last four of co-applicant XXXX XXXX Acct. # XXXX XXXX XXXX XXXX XXXX XXXX, In. XXXX is property address on file
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 474XX
Submitted Via: Web
Date Sent: 2019-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Specialized Loan Servicing incorrectly reported my XX/XX/XXXX taxes and this has resulted in myXX/XX/XXXX mortgage payment doubling. They did not include XXXX XXXX and Water taxes in my escrow for XX/XX/XXXX resulting in an escrow shortage that they say is {$14000.00} ( inaccurate and inflated ). My escrow analysis for XX/XX/XXXX showed taxes totaling only XXXX. ( COUNTY TAX {$1100.00}, WATER TAX {$840.00} ). My escrow analysis for XX/XX/XXXX shows my taxes totaling {$11000.00}. ( COUNTY TAX {$6800.00}, WATER TAX {$4100.00} ) This year XXXX, on XX/XX/XXXX, my escrow analysis showed that 1. I had an escrow shortage of {$14000.00}. ( This is incorrect, my county appraisal shows that my taxes for XXXX were estimated at {$11000.00}. Since I already paid {$2000.00}, that means roughly {$9900.00} was supposed to be past due, but they have charged me for the full escrow amount which includes insurance and PMI that were already paid for. 2. My new mortgage payment has increased from {$2200.00} to {$4200.00}. This amount was auto drafted from my account on XX/XX/XXXX and XX/XX/XXXX. ( note* I only received the escrow notice on XX/XX/XXXX ) a ) I did not get 60 days to respond to this change. b ) This amount is based on a shortage caused by SLS c ) The shortage amount is inaccurate and inflated d ) XXXX spread out the XXXX amount over 12 months without my agreement
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75071
Submitted Via: Web
Date Sent: 2019-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have 2 issues with Specialized Loan Serving. First, they are keeping me a payment behind for no reason. I have tried to work with them for months trying to solve this problem including sending them proof of payments. Second, they are raising my payment after doing a cost analysis on my escrow account and they are saying I am behind and want to raise my payment when nothing has changed to warrant it. I have asked for a copy of the analysis and can not get it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-15
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I paid my mortgage as usual, but then the amount was credited back. XXXX could not figure out what happened. I called XXXX XXXX to learn that they closed my account and transferred it to another company. The problem is on my credit report it just says account closed. This caused my credit score to go down 20 POINTS! I am in the process of planning to apply for a loan for my business next month. This error could ruin my potential business before it even starts. I have never made a late payment on mortgage for the 10 years I had it. This new company is a bank. The online system says they are only for making payments in an attempt to collect a debt.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10032
Submitted Via: Web
Date Sent: 2019-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My mortgage with XXXX XXXX was modified under the Home Affordable Modification Agreement on XX/XX/XXXX after around five years of paying my mortgage to XXXX XXXX, XXXX XXXX sold the servicing of this note to Specialized Loan Services. Since then I have only had issues such as charges of {$52.00} a month because they were stating that on the there was a grace period ( couldn't tell me how many days ) and a charge of {$52.00} was needed to be charged. I talked to several people in the department beginning late XXXX of this year, then I was told to send them the note I was referring to, which I scanned and sent to XXXX ID # XXXX in XXXX. Later on I received a letter asking me to send the note again. I called and spoke to someone in the Bankruptcy department and was told the same thing. I then received an old note from XXXX XXXX before I filed Chapter XXXX Bankruptcy, I did not affirm the old note at the time since I went through a divorce and could not afford payments of over {$2000.00}, being the reason of bankruptcy. I was directed to speak and receive help XXXX XXXX and dealt with XXXX XXXX for over a year, in which they lost documents constantly so I thought I was going to lose my house and one day I received a letter of being accepted in Home affordable Modification Program. Furthermore signed the agreement I am sending you for your records. I called XX/XX/XXXX and spoke to XXXX ID # XXXX and XXXX ID # XXXX. Both rude asking and demanding I pay on time and have refused to transfer me to their bankruptcy department and have told me the payments I have made will not reflect the mortgage payment and will get lost in the system. The reason I couldn't pay by the beginning of the month is because I was an independent per diem federal government court interpreter and was out of work due to the shut down. I caught up and have been paying every month but not by the first and as soon as I have gathered all money before the month ends I sent payment with the additional late fee. At this time I have no solutions but to write and send you the existing modified agreement for you review.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VT
Zip: 054XX
Submitted Via: Web
Date Sent: 2019-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-11
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: SLS LN XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX CA XXXX XXXX XXXX ***THIS IS NOT A DUPLICATE COMPLAINT XXXX XXXX DIRECTLY REQUESTED THAT WE FILE THIS WITH CFPB, OCC , XXXX AND XXXX XXXX OFFICE. The short sale was started XX/XX/XXXX with SLS. ( ( Please see previous CFPB complaints that have been cross-filed with XXXX XXXX, XXXX and XXXX XXXX office, attached. ) ) Today, XX/XX/XXXX SLSs Underwriting Department required a cash contribution from the borrower. This request is a violation of California State Law. Additionally, the borrower is a minority. SLS has no regard for Federal or State Law, nor servicing guidelines. **All of this is well after the buyer accepted their most recent counter offer on XX/XX/XXXX. This should never have gone back to underwriting review it should have gone out for an approval, since the counter offer was met. This is just another example of SLS dragging out decisioning to line their pockets with increased default servicing fees. SLS has already been fined for these same issues, yet they keep violating Federal and State Law. When is something going to be done about this? CC : 1. XXXX XXXX 2. OAG 3. XXXX XXXXs 4. OCC
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received an escrow account disclosure statement which showed that I have an escrow shortage of two months. Upon review of the statement I noticed that my taxes did not increase. I did notice that the mortgage company was showing that my taxes are to be disbursed in XX/XX/2019 and XX/XX/2019. My taxed are due in XXXX and XXXX. I called on XX/XX/XXXX and spoke with a variety of people who insisted that the escrow was correct and they told me that they disburse one month early. To which I replied, you are not disbursing one month early for the XXXX installment, however you are disbursing two months early for the XXXX installment. I was then told that this disbursement would not have made my escrow short. I was bounced back and forth between the tax department and customer service before one person who I believe was named XXXX in customer service said, " oh I see how that can make you have a one month escrow shortage. '' She said she was going to alert someone and I should receive a new escrow statement. On XX/XX/XXXX I called again to check the status and nothing had been done. I asked to speak with a supervisor. Once again I was bounced back and forth between the tax and customer service department. This time someone from the tax department, it may have been, XXXX, was very annoyed as I explained to him that the escrow statement was incorrect and that I know how escrow works and is calculated and I need this to be corrected. Once again I was told that my statement is correct and that these untimely disbursements wouldn't make me have a shortage. He then transfers me back to customer service and the cycle thus continued. On XX/XX/XXXX I called again and asked the rep to read the notes on the account. They said, Oh let me get you over to the tax department. At this point, I am very annoyed with this process, so I tried a different approach. I asked the lady ( I think her name was XXXX ) if she could pull my escrow statement from the previous year. She said no. I said you're my mortgage company and you do not have access to pulling my documents? Again, she said no. I told her to get me to a supervisor who could. She then transfers me to XXXX in the customer service department. He was able to pull my statement from last year. I asked him if he could view last years statement and this years statement at the same time. He said yes, and then asked me what he was looking for. I went line by line with him to show him how my payments for my taxes remained the same, however the only difference is the timing of when they are disbursed. Once again, he says well we do disburse a month early. To which I replied, " No do not do that '' because if you disbursed a month early you would be disbursing XXXX 's payment in XXXX and you are disbursing my XXXX payment in XXXX which is two months early. '' He placed me on hold, and then he came back and said well, " I was told that disbursing early wouldn't make you short. '' To which I replied, " I hate to insults anyone 's intelligence, but this is simple math. If you disburse my taxes two months early of course my escrow is going to show that it is short. '' Once again I reiterated my taxes are due in XXXX and XXXX. I offered to send them the bill that I received from the city of XXXX 's website. I also offered the website so that they could go and retrieve it for themselves. XXXX statement that he would have the statement re-ran and that I would hear from him on XX/XX/XXXX. It is now XX/XX/XXXX and no word from XXXX. I called the mortgage company today XXXX XX/XX/2019 ) and asked the customer representative who's name was XXXX, to read the notes on the account. What was alarming to me was that he statement that I had an issue with the escrow amount. There was nothing that he read to me which stated that the issue was the way the disbursements are being made. I understand that a mortgage company can keep a XXXX month cushion for escrow, however the escrow should be disbursed correctly and when it is due. If you are going to state that you disburse a month early that is fine, but you can't disburse early for XXXX installment and not the other. Also in this particular case they are disbursing XXXX months early. I do believe this to be a violation of the spirit of the RESPA act.
Company Response:
State: CT
Zip: 06604
Submitted Via: Web
Date Sent: 2019-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am writing to file a complaint against the mortgage company ethics, laws and procedures regarding loans after bankruptcy. In XXXX of XXXX, I had to file a chapter XXXX. My first and second mortgage were serviced by XXXX XXXX XXXX. I agreed to retain and pay on both mortgages. In XXXX, I opted for a Home Retention Loan Modification through XXXX XXXX XXXX. I requested and put on the application that both mortgages be combined and put on this modification. I was told they would do that. It was 9 months of XXXX to go through this process, as XXXX XXXX XXXX lost paperwork I sent to them numerous times, I had to talk to numerous people and go through the issues with them every time as it never was in the 'notes ' of what I called about previously.. Every time they requested paperwork- I immediately put it together and faxed it- only to have them say they lost or never received it even though I sent it to the number they told me to with a cover sheet of all my loan information. I called them every two to three days, waited on hold for long periods of time, every time to confirm the papers I had faxed in were received and the progress of the modification. Finally in XXXX of XXXX, the modification was approved and signed. I have faithfully paid my mortgage every month since then, had I known I had a second elsewhere with a different company, I would have paid that too. XXXX XXXX XXXX said they were combined. Why should I think otherwise .... Twice my mortgage has changed companies and BOTH times I was notified by the company who held the mortgage and the company to purchased the mortgage that I was to send payments to them- I was sent MONTHLY payment statements and payment coupons. In XXXX of XXXX, 4 years after my bankruptcy and 2 years after my modification- a company called XXXX , sent me a letter saying they were servicing my second mortgage- I sent them a letter back stating I didn't know who they were- ( letter A ) that XXXX XXXX XXXXXXXX gave me a home modification in XXXX and my second was under that. Never heard another word from them. I never received payment coupons or any correspondence from them- I checked my credit report and nothing was on my report, I also went down to the county courthouse to see who had a lien on my property and nothing came up-so I though it was a scam. Four more years go by and I hear from a company SLS saying they had my second mortgage- Since I never heard again from XXXX and was sure both mortgages were under my modification- I received nothing saying that they had my loan. I again checked my credit report and at the county courthouse and nothing again came up- I wrote it off as another attempted scam. In XXXX of XXXX, now 10 years after my bankruptcy, I got a letter from SLS saying they were going to foreclose on my property due to non payment. My attorney had me check my credit report and go down the the courthouse - again nothing. My attorneys assistant found something in her search on the internet, however, the lien holder was XXXX XXXX XXXX NOT SLS. My attorney sent a letter on XX/XX/XXXX requesting documentation ( letter B ) - SLS sent me a letter stating they got the letter and would send the requested documentation, I got that paperwork XX/XX/XXXX. In the meantime, I got another letter from SLS that my retention person was XXXX I called her on XX/XX/XXXX and told her this story- she told me I needed to pay what was in arrears by XX/XX/XXXX or short sale my house those were my only two options. She refused to work with me. I requested the documentation that they had this loan as well as the total balance in arrears including late fees, interest etc, as well as the total pay off amount. I still have not received these financial documents and it has been 3 weeks since I requested it. XXXX said when SLS took over the loan, there was a certified letter that was sent to my house in XXXX of XXXX- no signature required- so somehow, that proved I got this letter. I live on a XXXX XXXX and get the neighbors mail all the time- I protested I never got that letter. It wasn't until XXXX, SLS started sending me correspondence via mail, with no instruction as to what I was supposed to do with it. If someone owed you XXXX, wouldn't you make sure they signed verification of receiving the documents? I never got a transfer letter from XXXX XXXX XXXX, XXXX or SLS on my 2nd mortgage- but I got every single transfer letter from the companies holding my first mortgage. I find that quite odd. When XXXX XXXX XXXX sold my modified 1st mortgage to XXXX I got that letter of notification. Never got a notification about XXXX XXXX XXXX selling my second to anyone. The companies that held my first mortgage had no issues getting me payment coupons or notifying me of changes in companies, however, XXXX and SLS couldn't seem to get it together over a 10 year span. I have had the same phone number for 20 years- same address since XXXX, no messages nothing, but now they expect me to pay in full on a loan they still haven't verified they hold or told me HOW much I owe. I need some serious help here as this is just wrong on so many levels. There has to be laws to protect consumers, NO customer should ever be treated this way- My bankruptcy was XXXX in XXXX and they wait 10 years, send NO payment coupons, now tell me I am in delinquent on my payments and they are going to foreclose on me? I can't pay on something I have no idea that I owe. As a customer, I indicated in my Bankruptcy papers I would pay my first and second mortgage. XXXX XXXX XXXX sent me payment coupons every month and I reaffirmed my commitment by paying my first and second mortgage to XXXX XXXX XXXX after the discharge and up to the point where my modification was approved. Yet, after 10 years, I am the one who has to pay the consequences of added stress, sleepless nights and added aggravation because of the irresponsible, reckless incompetence of businesses that did not do their jobs?! I understand there are laws that companies have to follow after bankruptcies- but there is only so much that I can do - I did my part in being responsible- what are the consequences for businesses that don't do their part? Please, please help me! There are pages and pages of complaints about this company- not only in your data base- but several others. I can't make payments on a loan without a statement and monthly payment coupon! I have also filed my complaint with my State Attorney general and my 2 senators and I will continue to write every consumer watch agency until SLS does the right thing. I have been a small business owner for 30 years- and when people owe me money, I send them statements and payment coupons so they can pay me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ID
Zip: 838XX
Submitted Via: Web
Date Sent: 2019-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A