Date Received: 2019-04-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: we got approved for a trial modification in XX/XX/XXXX for XXXX -XXXX- & XXXX XXXX we made all 3 payments by XXXX XXXX and they kept XXXX payment in the unapplied funds never applied to our last trial payment so there for they said we defaulted! then we were told it will be fixed and we will resume with our modification! they lied XXXX XXXX payment was just applied on XX/XX/XXXX to our old amount! now they want to foreclose on us! they committed fraud and lied to us! help please
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: 2019-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am currently past due on my mortgage, which is serviced by Specialized Loan Servicing. When I tried to make a payment online ( XX/XX/19 ), I was unable to do so because of the delinquency, and was directed to call its service center. When calling the service center, the representative said that I would need to pay a fee to make the payment over the phone. I asked to speak with a supervisor, and was placed on a lengthy hold. When the agent returned, she said that the supervisor would call me back, which did not occur. I called back the next day, and had a similiar experience. The agent spoke with her supervisor, and still refused to waive the fee. It seems a bit unfair and abusive to restrict usage of the website, and still require someone to pay a fee, making it more difficult and expense to try to pay one 's mortgage. I asked the representative to file a complaint, but she said she could only log my " dissatisfaction. ''
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91384
Submitted Via: Web
Date Sent: 2019-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have a loan serviced by Specialized Loan servicing and have tried for 3 months to get a hardship modification. After providing exhaustive documentation supporting my curent financial difficulties and after spending countless hours providing documentation, they then told me they are not authorized to negotiate. I have another home that my ex wife lives in and that company provided a hardship modification without issue. I am extremely upset with the run around and need help and they have been giving me a run around. I then went through there 2nd party review and have been ignored
Company Response:
State: FL
Zip: 334XX
Submitted Via: Web
Date Sent: 2019-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-17
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: Under the FDCPA Section 807 ( 8 ) : XXXX XXXX XXXX XXXX, Specialized Loan Servicing ( SLS ), XXXX XXXX XXXX XXXX ( XXXX ), XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX XXXX ), XXXX XXXX XXXX XXXX ( XXXX XXXX ), XXXX XXXX XXXX c/o XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX ALL have failed to report a disputed debt to the credit bureaus.
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: 2019-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My bank XXXX XXXX XXXX sold to XXXX XXXX XXXX somewhere around XX/XX/XXXX. All transfers and bank transactions went well until it came to my mortgage. XXXX XXXX XXXX the new bank had my mortgage but then sold it to another company XXXX XXXX which is called specialized loan servicing. WWW.sls.net. On XX/XX/XXXX this was the start date on my new mortgage account with this company. I paid my payment bi-weekly with my old bank XXXX XXXX and on XX/XX/XXXX half my house payment was made to XXXX XXXX XXXX. On XX/XX/XXXX I checked with SLS and they stated that they did not show any transaction in the amount of {$360.00} which is the amount in question but I was also told that it could take several weeks for all transactions to complete. The representative told me someone would call and verify the information when completed. I waited until the end of XXXX without hearing from anyone I called and was told that they would need to see a bank statement from my bank showing the transaction. I contacted my bank and had them send a copy of my bank transaction and on the statement it clearly shows the amount of {$360.00} being taking out of my account. I waited about a week and called them again and was told that someone would call me that they were looking at my account and that someone had been assigned to it. One week later this being about the second week of XXXX I received an escrow analysis from SLS stating what my payments would be starting XX/XX/XXXX. The amount stated was almost {$100.00} less per month. my payment usually was {$730.00} per month now they were saying it would be {$630.00}. I have my county taxes and city taxes escrowed and have since XXXX so I new that it was not correct. I called SLS finally reaching someone in the escrow department and they stated that I had no deduction for my escrow account but after I told them I did they said they would look into it again and would contact me in a few days and also send a new escrow analysis. Which I still have not received nor received a phone call While I had the representative on the phone she transferred my to another department so I good inquire about my missing half payment. I was connected with a gentleman who stated that they had looked at my account and bank statement that I sent and could not approve anything because I need more evidence that I did not receive the money in question. At this point I asked to speak to a supervisor and was told that one would call me back in three days on a Monday which of course they didn't I asked the representative what I was suppose to do and was told probably get unedited bank statements and send them and they would look at it again. I contacted XXXX XXXX again and told them what was stated to me by the SLS representative and XXXX XXXX XXXX said she would send several months of statements showing I did not receive any money back. Its now the XX/XX/XXXX and I have not heard from SLS in any form or fashion. I've called all the customer care numbers for SLS and after getting through all the log in and verification process you get a recording stating that they are in in a meeting call back in thirty minutes. this has been since Monday XX/XX/XXXX. I am current with my payments paying the amount of XXXX a month which I don't know is too much not enough or what. I've reach the end of my rope with this situation. Its been almost three months and still I'm no closer to finding out where I stand. I could have picked my own mortgage company and been done way before now. please help me.
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: 2019-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Re : Specialized Loan Servicing - Loan # XXXX - Home Equity Line Statement The following is the 'second complaint ' in reference to Loan # XXXX serviced by Specialized Loan Servicing ( SLS ) located at XXXX XXXX XXXX , XXXX XXXX, XXXX XXXX, CO XXXX. PH : XXXX. Attached is a Home Equity Line Statement that I received on XX/XX/2019 from SLS. This is the first time I was informed by SLS of the following fees concerning the payment due date of XX/XX/2019. {$1000.00} for attorney fees and {$190.00} for a finance charge. These fees were never disclosed to me prior to receiving the Home Equity Line Statement from SLS and I don't feel that I should be subjected to those fees. I was approved for a loan modification ( see also financial summary ) on XX/XX/2019. My first payment in the amount of {$570.00} was debited by automatic check withdrawal ( ACH ) on XX/XX/2019. I thought all was going well until I received the attached Home Equity Line Statement on XX/XX/2019. This is an unjustifiable and deceptive means of doing business on behalf of SLS. Also attached is an email confirmation from SLS stating the monthly amount of {$570.00} to be debited from my checking account. NOTE : No mention of any other fees on the email confirmation. I would appreciate it if you would assist me to have SLS remove those never disclosed fees. My next payment is due XX/XX/2019.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: i was told by SLS loan servicing to send 3mo. of bank statement and profit loss statements i call on XX/XX/2019 they have the paperwork i sent in now they tell me im missing one doucument but they cant tell me what it is
Company Response:
State: IL
Zip: 60651
Submitted Via: Web
Date Sent: 2019-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX a notice was dated that stated my mortgage loan had been transferred effective XX/XX/XXXX and that a new servicer would be collecting payments. I was unaware of this when I submitted my payment for XX/XX/XXXX to my orginal servicer. I called the original company on XX/XX/XXXX because I noticed my check had not cleared and was told that it could be mailed back to me due to the transfer. I received 2 return fees from my bank on XX/XX/XXXX and XXXX for {$32.00} each subsequently because I pulled money from the account as I believed the check would be returned to me as was stated and I would write a new check for the amount due to the new servicer for XXXX and XXXX. When I called the new servicer Specialized Loan Servicing on XXXX to determine if they had the check they would not tell me if they attempted to cash the check twice that was addressed to XXXX XXXX. Further they were very hostile and threatened to put me into foreclosure. Additionally the supervisor said my loan was late although the transfer notice stated it would not be treated as late. I simply tried to figure out who attempted to cash the check between the two and I felt that I was in a game of not me which I feel is a violation of my rights as a consumer to be treated fairly and be provided information. I simply asked for a credit or refund of the fees and for my credit to be reflected accurately due to the failure of these two creditors to transition the loan in a timely manner. To date this check still has not been cashed nor returned to me and I would like to make this complaint regarding the bullying I endured and attempted scare tactics and request a check in the amount of {$65.00} be disbursed to me from Specialized Loan Servicing. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20743
Submitted Via: Web
Date Sent: 2019-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-15
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: XX/XX/2019 CFPB Re : Misleading Offerings by Mortgage Servicing Company I initiated a complaint with the Consumer Financial Bureau of Protection ( CFBP ) on XX/XX/2019 regarding a discrepancy created by the servicing company SLS ( located at XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, Colorado XXXX ) and misreporting information, offering confusing terms via mail and not abiding by those terms without explanation and purposely preventing my ability to refinance with another company to take advantage of a lower interest rate. The loan number in question is # XXXX CFPB Case # XXXX I have responded to the incredulous response from your customer advocacy group to the CFBP, which is littered with misinformation and contradicting SLSs own terms and explanations in the response to my complaint, which needs further investigation. The CFBP stated it as a closed matter, albeit, it is not closed what so ever, the financial institute is continually paralyzing my ability to refinance by reporting incorrect data on their internal systems and credit bureaus. When you read their response ( SLS ), you can see their contradictions in writing, I was thoroughly the CFPB didnt read those closely enough to identify the ambiguous remarks by their own hand. In this letter, you will find SLS has purposely engaged in false statements in print and also verbally ( recorded phone calls with customer service representatives ) via phone exchanges. My goal is and has always been to make my payments on time, which is imperative to prevent any incorrect credit reporting. The mortgage industry conducts a credit supplement when you are closing. This excludes the major three large credit bureaus and focuses on a phone call with the current lender ( i.e. SLS ). It is also the internal data showing that I have not had timely payments due to an error with a Forbearance offering provided in writing to me without a clear definition and left to assumptions. With this offering, the terms are vague, ambiguous in nature and so much, their own internal customer service people ( over four of them ) could not understand, explain it or be consistent in what it meant. In the meantime, XXXX XXXX XXXX ( the mortgage company who is trying to refinance my condo under FHA guidelines ) can not get a clean payment history because SLS has purposely misled me into a payment system that reflects I am late and refuses to correct their internal system on the XXXX payment miscommunication which has still not been explained to me in writing why they keep asking for a payment, when I followed the terms of Forbearance ( Document A ). With that said ; I am more than willing ( as I have said before ) to make a double payment to pay for the misleading terms of SLS Forbearance plan which was not followed by company protocol or explained in detail at the time it was issued ; SLS has a duty to examine the efforts made by the consumer to abide by all terms before and after, efforts made to resolve the issue which was blocked by their own internal processes, resulting in one entity suffering the damages, the consumer. Now, I am unable to exit this high interest rate at a whopping % 8.37, which is incredulous. It seems the investor of this loan and SLS have purposely outlined an ambiguous terms of agreement which the servicer could not decipher and explain to the consumer ( Me ), resulting in a missed payment and now is resulting in a cycle of 30 day subsequent missed payment reporting because the terms were not clear or met. The terms of the loan were to be re-addressed with a payments on the back end, explained to me by SLS. When the time was concluded of the Forbearance, it went into a late payment effect. Since XX/XX/2019 I have tried numerous times, letters, faxes that were continually off-hook and cancelled, calls and enduring hang ups, 20+ minutes on hold and some conversation times are longer phone time with customer service reps without any resolution. My efforts are clear from my XXXX phone bill and the outrageousness of this non-communication. The one minute calls outlined in the XXXX bills are hang-ups from SLS, sent to mailboxes without anyone to answer or identification. I see the following as a solution : If the Forbearance plan is not to add the payments that were allowed to be missed to the end of the loan, then I will pay them with an agreement in writing that SLS will correct the internal system reporting and also correct to all three credit bureau reporting. For SLS to take the responsibility of misleading terms and not providing context to the consumer on how to correct the problem. For SLS to review that it has taken me XXXX to XXXX to get this resolved ; in the meantime they keep charging me 8.37 % interest on a loan I should have had paid of on XX/XX/2019, which was my close date with XXXX XXXX. In the interim, they have kept reporting my subsequent payments late, because they show I am a month behindwhich I, in GOOD FAITH have tried excessively to get an answer and offered numerous times to make the XXXX payment, even though those were not the terms. Their customer service rep recording specifically says NO, I would not be late if XXXX was not paid because that was the agreement. I would also like to be reimbursed for the difference in the interest rate delta from the current interest rate I am forced to pay vs. the interest rate I was about to close on with XXXX XXXX. I have had to pay that delta for two months now. SLS to reimburse me for the appraisal I paid for with XXXX XXXX and have been denied due to the error created by SLS. The amount of the appraisal is {$550.00} In this complaint you will find : 1. The initial offering of Forbearance from SLS. 2. Documented phone calls, explanations and responses to and from SLS. 3. The initial complaint to CFBP. 4. The response to CFBP from SLS and the contradictory statements their own response to the initial Forbearance plan offered. 5. The purposeful roadblock they are creating to keep the loan at a % 8.37 rate for the investor, rather than abiding by terms they applied which would allow me to refinance with XXXX XXXX. 6. My phone bill showing SLS is deceiving the CFBP and reporting false statements in their rebuttal. 7. My interest rate with XXXX XXXX and approval until SLS created this error. 8. My payment history meeting their own terms offered was met before XX/XX/2019. I look forward to resolution to this tangled web of chaos and consumer fraud and somewhat extortion. Regards, XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80211
Submitted Via: Web
Date Sent: 2019-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In early XXXX of XXXX, I started receiving letters from attorneys and other companies stating that a notice of default has been filed on my home by Specialized Loan Servicing ( SLS ) therefore on XX/XX/XXXX, I called SLS and spoke with a representative named XXXX. XXXX advised me to send in a Request for Modification Assitance application ( RMA ), and that once received I will be assigned to a single point of contact to work with me throughout the process. On XX/XX/XXXX, I called SLS to inquire why my application was still in the status of Document Intake and was informed that they would only accept a court order for child support, although their RMA application does not state that a court order is the ONLY acceptable documentation. Consequently, I sent a letter via email requesting SLS to process my RMA application with my other income. On XX/XX/XXXX, I called to follow-up on the status of my application and was informed that my application had been withdrawn and I would need to start the process over. The representative was unable to tell me how, when, or why it was removed. I asked to speak with a supervisor, but as usual, no supervisor was available. On XX/XX/XXXX, at approximately XXXX XXXX I called SLS and spoke with XXXX who again stated that the application was withdrawn. I asked for a supervisor and instead was transferred to XXXX in the Loss Mitigation department ( XXXX XXXX ). I explained the situation to XXXX, and he apologized that I was informed. He stated that SLS had all of the necessary documentation. Thus, he would reprocess and send my application to the underwriting team for review, and they would assign me to a single point of contact. As of today XX/XX/XXXX, my online RMA status still says document intake, SLS has not been in contact with me, and I have yet to receive a notice of default from SLS. Documentation timeline submittal via their specified email XXXX is as follows : XX/XX/XXXX : RMA Application, Paystubs, and XXXX Tax Return. XX/XX/XXXX : Hardship Letter, Bank Statements, and KYHCA Approval Letter XX/XX/XXXX : Child Support Documentation XX/XX/XXXX : Child Support denial letter Please Note : Each time that I have called SLS I have been advised that my loan is at 2 % which is the lowest rate available. However, that is incorrect as my loan is currently at 4.375 %.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94601
Submitted Via: Web
Date Sent: 2019-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A