Date Received: 2019-06-26
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have disputed this account with Specialized Loan Servicing and all 3 of the credit reporting agencies, which are reporting incorrect information such as account charge off whith a balance and late payments. I contacted SLS with a letter of verification of debt, which was sent on XX/XX/2019 via certified mail and recevied on XX/XX/2019. Upon further investigation and retaining new copies of my credit report i noticed that Specialized Loan Servicing LLC did not furnish the credit bureaus with the required disclosure within the period required by federal law to place a " Notice of Dispute '' on my account within 30 days of my dispute. On XX/XX/2019 I sent a second letter via certified mail which was recevied on XX/XX/2019, on XX/XX/2019 I recevied a paid in full letter. On XX/XX/2019 I sent letters to all 3 credit reporting agencies along with proof of the account paid in full documents to be immediately remove along with the negative and incorrect information being reported against me. As of XX/XX/2019 Upon further investigation and new copies of my credit report this account remains on my credit report. I'm demanding it to be removed from my credit report immediately.
Company Response:
State: GA
Zip: 30017
Submitted Via: Web
Date Sent: 2019-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a Home Equity Line of Credit ( HELOC ) that I originally obtained from XXXX in Florida. I have had the account for over 10 years and have never missed a payment. I currently have an XXXX credit score, my income is enough to give me a very low debt-to-income ratio. I have been in the same home for 27 years and the same job for 9 years. My property value would make the Loan-to-value ratio less than 25 %. I am a XXXX XXXX XXXX at a XXXX and I actually worked at XXXX and helped create the HELOC product that I have. At some point I think in XXXX or XXXX, my HELOC was sold or transferred by XXXX to a company called XXXXpecialized Loan Servicing, LLC " Part of the XXXX XXXX ''. In XXXX of this year, I called Specialized to inquire about what payment I needed to make to bring the account to a XXXX balance ( to avoid getting another statement for pennies owed or a credit balance the following month as has happened in the past ). I explicitly stated that I did not want to " PAY OFF '' or close the account. I subsequently made appropriate payments to get it to a XXXX balance. My last payment was made in XX/XX/XXXX. This past Thursday, XX/XX/XXXX, I received a letter from Specialized, dated XX/XX/XXXX that said my account had been paid in full and the release or satisfaction of mortgage document was in process. I called Specialized on Monday, XX/XX/XXXX and spoke with a customer service rep named XXXX who confirmed from his notes that I had stated back in XXXX that I did NOT want the account to be closed and satisfied. He told me that he could not fix the problem, but that he would refer my case to the Consumer Escalation Department. Someone named XXXX ( not sure of spelling ) called me today and again reconfirmed that their records show that I did not authorize my account to be closed and satisfied, however, because the paperwork had already been processed, there was nothing they could do to correct the situation. She kindly suggested that I go to another bank and get a new HELOC. I should not be inconvenienced by Specialized breaching the valid contract of my HELOC loan documents. I also don't know if I can duplicate the interest rate that I currently have ( Prime-1 % ). I requested that they reinstate my account and I would be happy to re-sign the lien paperwork to be refiled. They refused. I then suggested that they make me a new loan at the same terms as the one they cancelled ; they said they are not a lender, but just a servicing company, so they also refused that suggestion. The bottom line is that they have chosen for whatever reason to cancel my account ( perhaps they can get a higher interest rate from other consumers who have weaker credit scores? ) This is unacceptable. I know that there are laws governing how a lender or servicer can suspend a HELOC for cause, but in my case, I am the closest customer you will ever find who is 100 % risk-free. I appreciate your help in rectifying this situation and to highlight the Unfair and Deceptive practices that Specialized Loan Servicing has used against me, a long term, excellent customer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33021
Submitted Via: Web
Date Sent: 2019-06-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-25
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XXXX XXXX XXXX Reported my heloc payment for XXXX as a 30 day late when it was not. Due to incorrect information on their web page the payment sent was {$63.00} short ... .I immediately paid that amount when I found out but still reported me late. I want that derogatory mark removed asap ... # 2 and far more important my payment due date isXX/XX/XXXX tomorrow ... I just went on line to pay and the account is GONE ... .I called XXXX and was told The servicing was sold to a company called SLS Specialized Loan Servicing . I was never notified by XXXX XXXX XXXX or SLS ... ..I believe there are laws protecting the consumer in this situation. My understanding is by law I should been notified at least 15 days prior to the sale date ... .I have not notified by anyone and If I did't call I wouldn't know..I now do not know where to send my payment and am sure after reading the horrible reviews on SLS that I will be put in a compromising position due to no fault of my own .You must have read the on line reviews and fielded many complaints. HOw can this company still be operating? 1. I want the derogatory remarks from XXXX removed immediately 2. I want to know what remedy I have under the law for not being notified of this transfer ... this has to be illegal If I have not been notified. 3. I want to know what protection I have as I do know where to send my payment which is due tomorrow and from the reviews I read about SLS they will still report it late due ti know fault on my part Thank You and PLEASE help help me XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02026
Submitted Via: Web
Date Sent: 2019-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-24
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have had an issue that has been ongoing since my loan has been transferred from XXXX back in XXXX to Specialized Loan Servicing. I have spoken to approximately 14 to 16 different people regarding this situation and have provided the necessary documents to SLS to research the missing payments. I have yet to hear of a resolution and I have not been contacted by anyone to this date. I spoke to my previous mortgage company, XXXX and they informed me that two payments were forwarded to SLS after the transfer of the loan in XXXX. One payment was forwarded on XX/XX/19 totaling XXXX and another payment was forwarded on XX/XX/19 totaling XXXX. Those payments were the XXXX and XXXX payments. I am extremely disappointed with how this has been handled. I have been contacting SLS since XX/XX/2019 and have not yet reached a resolution. I provided proofs of payment notarized from my bank on XX/XX/2019 as instructed. These documents were received and I called to verify via telephone on XX/XX/XXXX. I spoke with XXXX at SLS in missing payments and was told the issue would be researched and resolved by XX/XX/2019. I spoke to XXXX on XX/XX/XXXX who promised me the issue would be researched and a follow up phone call would provide resolution. I spoke to supervisor XXXX on XXXX who promised a phone call back within a 2 hour time frame with a resolution. I called on XX/XX/XXXX and spoke with XXXX who promised a supervisor would return my call. I then spoke to XXXX in the XXXX, AZ office who informed me that her supervisor XXXX would return my call within 2 business days. I called on XX/XX/XXXX to try and reach XXXX but I was told he was unavailable. It is now end of business on XX/XX/XXXX and to this date I have Never once received a call back and there is still no resolution. After all these contacts I am in shock that I have not gotten a courtesy call from a supervisor that I requested multiple times. Thank you, XXXX XXXX XXXX Sent from my XXXX
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: 2019-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-23
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I have had an existing HELOC that was sold to Specialized Loan Servicing that was sold by XXXX XXXX XXXX more than 5 years ago. It has been an absolute nightmare dealing with them through their obviously designed to frustrate customers website. I recently paid off my loan as the result of a sale and the company has overcharged me and will NOT provide the detail on their charges but will only tell me that the charges are correct. A loan payoff was requested on XX/XX/19 and when it was received I questioned the charges and the agent I spoke with agreed that a " Deferred interest charge '' looked to be double counted and they told me a " Ticket was opened ''. I was concerned as we were closing escrow within 10 days ... ..they promised to expedite. I reached out again prior to close and got stonewalled ... .. and was only told they were " Working on it ''. I asked to speak with a manager and was told this was not possible. They said it would all get worked out. We closed escrow and they were paid off ( more than $ 5K way too much based on my calculations ) and I am a XXXX XXXX XXXX so I do understand these things. They sent me a refund in the amount of {$2600.00} which was received on or around the XX/XX/XXXX. I Called on XX/XX/XXXX and after a very long process of going through their automated phone system I finally got to a representative ( at least 5 minutes ), and spent 10 minutes explaining the numbers and the representative couldn't explain the numbers either ... .just told me that they had to be right!! I asked for a supervisor and was transferred to XXXX ( employee # XXXX ) who was extremely rude and VERY condescending ... ... treated me like a child for even questioning the numbers. She would not even let me finish sentences but finally, when she slowed down I took her through the line items and she too could not explain the charges. She said she would have to escalate and would definitely get back to me. I asked for a way to follow-up, direct call in number but was told this is not an option at SLS, but she promised to get back to me quickly. Fast forward 1 week and I heard nothing via either email or phone and I called back, again the frustrating automated phone system and got a representative, I asked for XXXX and was told not possible, then asked for a supervisor and was told I needed to go through the issue and again we went through it ... ..amazingly they said I'd have to speak with a supervisor ( Duh ) and was transferred to this time to XXXX ( Employee ID XXXX ) and while she was much more pleasant than XXXX she also was perplexed by the numbers and said she'd have to escalate. I explained that this had happened before with XXXX and her response was .... '' I'm not XXXX and I WILL get back to you. I again asked for a way to avoid the automated front end as was again told this is not possible. In any case not only will this company not communicate with me it is also very apparent that this behavior is planned and is a regular part of their business practices. I would additionally opine ( As a XXXX XXXX XXXX XXXX for more than 30 years ) that there is no other conclusion than this company systematically engages in these practices hoping that people will just go away at some point in their frustration ... ..well not me. I plan to take this to the highest place I can find up to and including my elected representatives to see that this behavior STOPS!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 864XX
Submitted Via: Web
Date Sent: 2019-06-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been trying to work with Specialized Loan Servicing in order to obtain a loan modification. All the documents were sent via EMAIL to them on XX/XX/2019. I followed up and was told only a question needed to be answered regarding my husbands employment. Then I receive a letter that I am missing documents. They are ridiculous. They are telling me that I need to have my profit and loss statements stamped by an accountant. This is NOT a requirment in order to receive a loan modification. Then they tell me they have to verify my husbands address ; 3 different ways are possible, drivers license, utility bill or CREDIT REPORT. Do they not realize my husband signed an authorization for them to CHECK HIS CREDIT REPORT? They do not now what they are doing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60156
Submitted Via: Web
Date Sent: 2019-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2017 a SLS representative named XXXX XXXX ( spelling may be wrong ) left me a voicemail in which she stated that I am required to have an XXXX insurance policy and to send evidence of an XXXX insurance policy. She also stated that it was Required by the State of Florida that I have an XXXX insurance policy for my condominium. This voicemail is provided in the attachment to this complaint. In addition, I believe should also have a recording of this same call given record retention requirements for loan services. I have requested the regulatory citation referred to by SLS. SLS has not provided me in writing any legal citation that I was required in the state of Florida to maintain an XXXX insurance policy. I am requesting that in response to this formal complaint, SLS provide a response to the following two questions : 1. Do you agree or deny that your SLS representative left me a voicemail on XX/XX/17 stating to me that an XXXX insurance policy was required by State of Florida law? 2. Can you provide a citation from Florida law that was EFFECTIVE AT THE TIME OF OUR COMMUNICATIONS that specifically and clearly states that XXXX insurance was REQUIRED? Any response provided by SLS to the aforementioned questions will be insufficient. This request is simple and clear and I hope SLS can respond timely and appropriately
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2019-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The first payment I made with Servicing mortgage company, went to a " Slush Account '' and I recieved a late payment, The payment was on time. Then I made a XXXX payment, on the XXXX, again a late payment and I was told that they thought it was just extra principle. I got made and asked for a payoff, made that payoff on XX/XX/XXXX, my mortgage is not payed off though I don't see a late payment the my amount due is larger then normal so one would assume that it didn't get credited. They told me I need to get another payoff quote even though they had the money and the payoff quote was good till the beginning of XXXX, today is the XXXX of XXXX. I asked to speak to a manager, they transferred me and I got a message that all costumer servicing agents were unavailable at the moment call back in 30 min, I hung up, called back screaming, finally got someone to fix it but I really don't have any idea if it is fixed if the late payments were reversed or if interest is being refunded.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 843XX
Submitted Via: Web
Date Sent: 2019-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I can not count the number of times now that I have been lied to by various agents on the phone nor does ANYONE at the company seem to be able to follow simple instructions. All past issues withheld, on XX/XX/XXXX, SLS received the completed, updated BPO ( it showing online in my account documents under " loan and tax documents '' ). This BPO ( that was requested by SLS ) shows that my home value exceeds threshold for PMI removal. Despite ALREADY signing documents for PMI, I called in early XXXX to confirm the PMI would be removed. The agent stated yes, it would be removed. I called back a few days later to confirm, another agent stated she didn't see the request for PMI and the system to request PMI was down, but she would email her manager to make sure it was taken off. She stated to call back in a few days to confirm. I called back on XX/XX/XXXX to confirm the previous agents actions. She informed me that she didn't see any requests to have the PMI removed, but that she sees the documents, and my account would have the PMI removed. She too suggested calling back to confirm. On XX/XX/XXXX, I spoke with an agent who stated she sees the request, but they are needing us to fill out a form to request a BPO! This document was sent in to SLS in XXXX. The BPO was given to SLS on XX/XX/XXXX. She then proceeded to tell me the value is still at 85 %. How is it possible for NO ONE to see the other agents actions? I have attached to this complaint the BPO. It shows the home value at {$240000.00}. 80 % of that value is {$190000.00}. As of the time of this complaint my current mortgage balance is {$180000.00}. This is well below the threshold for PMI removal.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 46060
Submitted Via: Web
Date Sent: 2019-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was serviced by XXXX XXXX and it was recently moved to Specialized Loan Servicing. I have had nothing but trouble with the new loan service. I want to make my XXXX payment but they have not applied the money that was sent to them on XX/XX/19 by Save your home California. I have sent a number of emails and have spent hours on the phone with them requesting that they apply the payment so I can make the XXXX payment. In addition even though they are supposed to pay for my Hazard Insurance and Property Taxes they claim I do not have Hazard Insurance. I am trying to verify that they are paying my property tax. I do not trust this company at all and I am very upset that I am forced to deal with them. Any assistance you could supply would be great.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94550
Submitted Via: Web
Date Sent: 2019-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A