Date Received: 2018-11-08
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Please reference CFPB Cases # XXXX and # XXXX. XX/XX/2018 : SLS responded to CFPB and indicated that my credit file was not affected by any derogatory report from SLS and the issue was closed. Obtained Release of HELOC from SLS prior that representation to the CFPB. Note also that SLS and XXXX indicated in multiple written correspondence that no derogatory information would be submitted to the reporting agencies within 60 days of loan transfers in accordance with federal law. XX/XX/2018 : I called and notified SLS that late payments were reported on my file. XXXX, in the executive office denied that SLS had reported such information since I had no such outstanding balance. XX/XX/2018 : Wrote to SLS to produce evidence to the false claim made to the CFPB that I indicated a prior forbearance agreement and expressed interest in disaster-related loss mitigation. Other evidence requested for other false claims made. No evidence was provided. SLS simple made this up. XX/XX/2018 : Wrote to the credit agencies asking to produce confirmation on which entities had reported these derogatory information. XXXX removed the information while XXXX XXXX kept the inaccurate information. Confirmation Received
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20721
Submitted Via: Web
Date Sent: 2018-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-07
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I have had a Heloc from XXXX XXXX since XX/XX/XXXX that is serviced through Specialized Loan Servicing. I have been diligent in making online payments and even pay extra every month. On XX/XX/XXXX I requested a payment statement online which they will only send by mail ( they did tell me on a previous call that they would fax it to me in 2 hours but I never received a fax ). The day after I requested the payoff statement, I went online and made a payment for the full amount due on my statement which was {$2600.00} and I RECEIVED CONFIRMATION THE PAYMENT WAS RECEIVED, AND MY ACCOUNT WAS DEBITED. I then hit the request button for another payoff statement ( since the amount had changed ). When I received a payout statement on XX/XX/XXXX, I contacted SLS by phone to find out what the new balance was now since I had already made a payment. They advised me that my online payment of {$2600.00} made a week ago was in the process of being rejected ( the first I had heard they were rejecting my payment ) and they would send me a refund check in XX/XX/XXXX. They also advised me that if I wanted to pay off the loan, I would need to overnight them a certified cashiers ' check for another {$2800.00} ( the payout amount on the statement I received by mail ) before XX/XX/XXXX, thereby letting them hold over {$6000.00} when I only owe them half that amount. I asked to speak to a supervisor and XXXX pushed through a refund so that they will issue a check in the next few days and I should allow a few weeks for mail. XXXX said that once I get my refund check for the online payment, I could then send them a certified check or {$2800.00} before XX/XX/XXXX and pay off the loan. The other option is to wait until I have my funds back and make a new request for a payoff statement in XX/XX/XXXX. In the meantime, I should continue to make regular payments online so I don't incur late charges. Once all this is done, they will send me the overages ( which there will be ) in a check after 3 months. XXXX said the lesson I should take away from this if I ever do another loan is not to request a payout statement and then make an online payment. I think SLS has held my money unfairly. Once I made a request for the payoff statement, they should have either rejected my payment so that my account wouldn't be debited at all and they shouldn't be holding my money for months, At the very least, they should post a warning stating that any payments made after a payoff statement is requested will be rejected and returned by mail 2 months later. If I had paid the balance first and then requested a payoff statement after the payment posted, I would not be in this mess. I also think it is unfair for them to accept online payments from me but when I want to pay off the loan I have to take time off work to go to a bank, get a certified check and overnight it to them in order to close my account.The customer gets the raw end of this deal on all sides while they continue to incur interest and fees. It shouldn't be this difficult to PAY OFF A LOAN. I also want to mention that I made 3 calls today to SLS. The first 2 were not helpful ( one even suggested I could send up to {$11000.00} online even though I owe them a fourth of that ). They put me on hold when I asked for a supervisor and never returned ( I stayed on hold for nearly 30 minutes each time ). On the 3rd call XXXX was very patient and stayed with me until she transferred the call to her supervisor, XXXX who was patient and helpful as well. I don't fault the reps but I do fault the unreasonable policies and procedures.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 801XX
Submitted Via: Web
Date Sent: 2018-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had filed for a Chapter XXXX Bankruptcy in XXXX. I completed my Case and it was Discharged in XX/XX/XXXX. At that time my Mortgage was still with XXXX XXXX. But something happened with my XXXX XXXX account and they started reporting to all the Credit Bureaus that my Mortgage was now one month late. Ever since then I am still being reported as one month late. XXXX then sold my Mortgage to Specialized Loan Servicing ( SLS ) at the end of XXXX. SLS has been sending me Late letters and calling my Home Phone number ever since. My Bankruptcy Attorney and myself have been asking XXXX XXXX and SLS to provide the exact Month and Year they claim I failed to make that one Mortgage payment so this can finally be resolved. I am tired of the harassment of letters and phone calls. And the Credit Bureaus showing me behind in my Mortgage!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30094
Submitted Via: Web
Date Sent: 2018-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-06
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: XXXX/SLS : XXXX of Incompetence. My brother died in XX/XX/2017 and I became the executor of his estate. For grieving family/friends that job is exhausting and sad. Most businesses tried to be helpful, concluding transactions as quickly as possible. Not XXXX. I can not even count the hours spent on the phone with them clearing up one incompetent mess after another. My brother 's house sold in XXXX. Our family was owed an escrow overage check. XXXX sent it made payable to my brother. Without my name on it as executor, the bank would not cash it. It took many phone calls to get them to add My Name, Executor underneath my brother 's name. A correct replacement check was sent out on XX/XX/XXXX. On the XX/XX/XXXX I called XXXX to inquire about the check. After being on hold for more than an hour, XXXX informed me that the check had been sent to the property. My brother 's SOLD house. They stopped payment and proceeded to cut another check, the third. Six days later, on XX/XX/XXXX, the check arrived ( in an envelope without a yellow forwarding sticker from the property on it ) and I cashed it. It bounced. My bank charged me fees. It was the check issued on XXXX XXXX. Since it was not forwarded I thought it was the one issued on XX/XX/XXXX. Today is XX/XX/XXXX. I received the check in the mail today. It is made payable to my brother ONLY. As of now, I have been on the phone for 49 minutes while they TRY to correct this problem again.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70506
Submitted Via: Web
Date Sent: 2018-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: SLS or Specialized Loan Servicing has sent out three checks from my escrow account they can't track these payments and my escrow IS DUE NOW to XXXX my insurance company. all checks have been lost. they can not track where the escrow went and they do not call me back after many phone calls.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 530XX
Submitted Via: Web
Date Sent: 2018-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-01
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My credit report that is being reported by Specialized Loan Servicing is showing that I owe them over 2 million dollars. This is incorrect. They are also showing many, many late payments. I was not late on my mortgage. I need this corrected and I need to start receiving mortgage statements. I do not receive any mortgage statements. Please help me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60559
Submitted Via: Web
Date Sent: 2018-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-31
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: XX/XX/XXXX Saturday Received and opened 2 letters ( dated XX/XX/XXXX and XX/XX/XXXX ) from " Specialized Loan Servicing '' regarding rental property address XXXX XXXX XXXX XXXX, XXXX, WA XXXX owned by me. This was the first letter and notice that I received.
I did not recognize the name of the company as in the past the Letterheads stated " XXXX XXXX. '' the letters stated that they were debt collectors, talked about bankruptcy, loan assistance and honestly confused me as to their nature.
XX/XX/XXXX Called monday morning at first available opportunity ( talked to XXXX XXXX ). Representative was rude, stated that investor was going to foreclose and demanded my credit card for payment. I said " wait a second I don't know who you are, I haven't seen your company name before and I need to research this if you are not getting paid as I have paid this mortgage since inception through XXXX ''. He said I had not paid since XX/XX/XXXX. I got more and more upset by his attitude and unwillingness to listen or even take my word that I had paid regularly on the loan through automatic bill pay payment. I asked for a supervisor and he would not transfer me. The call disintegrated, I was livid and I believe they hung up on me.
XX/XX/XXXX I called back immediately and talked to XXXX. XXXX was willing to listen to my concerns and work out why they thought i might be in arrears. He found out that the Loan payment that they received regularly was applied to principle instead of the interest by their company on XX/XX/XXXX in place of the XX/XX/XXXX payment. They were not admit fault I feel, but XXXX was apologetic that this happened. I checked my bill pay and saw that they had received my interest payment every month since inception for the amount agreed. He applied for credit to my late fees. I was not receiving their statements and I fear that it might have to do with the Post office as it is my unconfirmed suspicion that I have not been receiving some of my mail for a while - I related this. I applied changes to my bill pay to pay them the past 2 months of increased taxes and also increased the new loan amount which I got from him.
He stated that the mortgage had increased because of increased taxes in the last few months ( I was not aware again and this was the first time I was hearing this ).
-XXXX attempted to send me some of the statements that I missed, but was unable to get me a full itemized list which I requested. ATTACHED -I asked whether this affected my credit and he said that he would check for me. They had reported to the Credit reporting agency in XX/XX/XXXX. XXXX During the phone call he called back and the phone call back came from " Telemarketing '' on my phone. This made me aware why I was not receiving their calls at of no error of my own ( as if they had abused their phone privileges as a company and I do not answer calls from Telemarketing ). I also did not read any messages that might have come through related to this, and I cant tell you if they left any.
-XXXX eventually transferred me to a supervisor XXXX ( i think ) as I stated the original representative should be reprimanded or fired and that I wanted assurance that they were going to reverse the credit ding. XXXX said they were going to call back regarding reversing my credit ding and misapplied funds but have not yet. XXXX did not apologize, or admit their mistake in all this or admit that they had received the same loan payment since inception every month. He did not seem to care about the prior representative XXXX XXXX He said he would get back to me with an answer after some more research regarding reapplying the funds to interest. I have not heard yet.
This has greatly affected me XX/XX/XXXX i was denied a $ XXXX Heloc FROM XXXX XXXX on my personal residence : The credit ding likely lowered my credit score from XXXX to XXXX according to XXXX. XXXX said they could not give me this credit report due to their lender guidelines and have asked me to request personally from XXXX : " On Wed, XX/XX/XXXX at XXXX XXXX, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98107
Submitted Via: Web
Date Sent: 2018-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-31
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: My Mortgage Debt was discharged in XXXX. Since then I'm voluntarily paying the mortgage. I do want to keep my home. Since XXXX have not missed a single payment. Sometimes I send I paid after the XXXX of the month but always before the XXXX. XXXX was servicing my mortgage since XXXX and I never had any issues with them. Last year the servicing of my mortgage was transferred to SLS and my problems started. First I wasn't able to pay online, like I did before. They told me I wasn't allowed because I had filed for bankruptcy. I NEVER MISSED A PAYMENT since XXXX, but sometimes my check arrives at their office a few days after the XXXX of the month and they started to charge me late fees. I retired this year and I receive my pension every XXXX Wednesday of the month. I called to remind them my debt was discharged and that I was voluntarily paying my mortgage and they couldn't charge me late fees for a debt I legally don't own. They were rude to me, asked to speak to the manager but he didn't want to speak with me, and they told me the late fees would stay. I sent several emails, and sent also a copy of the Discharged papers I was supposed to send to all debtors. After I sent the Bankruptcy document, SLS have changed the wording in my statements. LATE FEES was changed into UNPAID FEES. I can prove, without a doubt I have not missed a single payment, so I don't have any unpaid fees. I put my house on the market and I asked for a Pay-Off Statement and they included late fees. I called them several times, sent many emails but they are being unreasonable. It has been very stressful to deal with them. Recently I was able to make a payment on line but they have included late fees and I can't make the payment online unless I pay the amount they specify there which includes a LATE FEE. I have asked them to remove the late fee so I can pay online but they have not done it This month I paid over the phone because of the issues I'm having with them I didn't want my check to get there after the XXXX. they charged me a convenience fee {$12.00}. I really need this issue to be solved because once I sell my house I don't want to see late fees included in my pay-off amount, it is not right. I have a question - my mortgage is variable but since my bankruptcy, from XXXX to XXXX, XXXX made very little changes in my monthly payment. After it changed to SLS, they have increased my payment by around {$20.00} every 6 month and I want to know if they are allowed to do that. I know it was a variable rate mortgage but the debt was discharged and I understood that's why XXXX made very little changes to my monthly payment amount Please let me know if you can help me with this problem Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33028
Submitted Via: Web
Date Sent: 2018-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-31
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On or about XX/XX/XXXX at XXXX I called SLS to tell them that I was going thru mortgage per foreclosure counseling. I was going thru a divorce and forgot to pay my county and city taxes for XX/XX/XXXX, which I been paying since I bought my house in XX/XX/XXXX. Specialized Loan Servicing ( SLS ) paid my taxes without my knowledge nor consent. I struggled to pay there imposed fees for 12 months. After I paid them back the increased my loan amount over {$200.00} plus my mortgage fees for 12 months it took them several months after that to take my mortgage back down. My city taxes are $ XXXX county taxes {$790.00}. SLS has added hazard insurance in the amount of {$810.00} which in the state of TN is not needed. Then I started getting foreclosure proceedings lodge against me with increased loan payments amounts stating that my insurance was not paid from XX/XX/XXXX-XX/XX/XXXX. XX/XX/XXXX-XX/XX/XXXX policy # XXXX was in my daughter 's name XXXX XXXX. XX/XX/XXXX-XX/XX/XXXX policy # XXXX is in my name XXXX XXXX XXXX . XXXX XXXX group sent SLS {$1000.00} for my homeowner insurance policy # XXXX, but SLS increase my mortgage note over {$200.00} plus my loan note per month for their imposed homeowner insurance amount. When you call SLS they pass you around from one department to the next and then hang up your calls. Then when you finally connect with someone you began experiencing a lack of communication within the company. I sent them documentation on their website per instruction ( XXXX ) showing there was no lapse of insurance they continued adding late fees and finance charges on my mortgage note, making it impossible for me to pay. SLS owes me a refund for {$1000.00} and all imposed inflated interest and late fees that I have had to pay. I'm not interested in selling my home and I'm paying XXXX my insurance premiums starting XX/XX/XXXX. SLS is to pay my city and county taxes out of my escrow which is included in my monthly note amount of {$690.00} and not {$970.00} that they have been trying to make me to pay. By trying to do this they are charging me interest and late fees with me now owing them an excessive amount to the tune of {$2200.00}. I called my Congressmen, XXXX Area Legal Services, United Housing, and XXXX. XXXX XXXX is my representative and we did a conference call with SLS around and about XX/XX/XXXX with XXXX in Customer Resolution@XXXX. XXXX conference us in to XXXX XXXX in Loss Mitigation. After a couple of hours speaking with these to they admitted there errors including my refund. As to this day I have only received more notices every month relating to debt collection delinquent payments, mortgage loan is in serious default/delinquent, application for mortgage assistance/relief options, relief change of intent forms, and as of XX/XX/XXXX notice of default and notice of intent to foreclose. I spoke with XXXX XXXX on XX/XX/XXXX in loss mitigation@XXXX. she requested same documents to be sent to XXXX which I did comply. Then I received my mortgage note for XX/XX/XXXX in the amount of {$2100.00}. This company has little disregard for the mortgages and finances of people. XXXX XXXX XXXX loan number # XXXX
Company Response:
State: TN
Zip: 38111
Submitted Via: Web
Date Sent: 2018-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-31
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: To SLS : I called on XX/XX/XXXX to follow up on the receipt of the request of the modification review and still to no avail was the documents looked at or even in the system after being sent to you on XX/XX/XXXX, XX/XX/XXXX, & XX/XX/XXXX. A NEW SALE DATE was set by the XXXX COUNTY SHERIFFS office on XX/XX/XXXX of a new date of XX/XX/XXXX. This gave me 56 days to have a REQUEST of Modification/Workout on the loan by Specialized Loan Servicing on behalf of XXXX. I had 2 representatives send me to other departments and keep me on hold for XXXX minutes or more ( which is all documented ). Finally a representative said there is no supervisor to speak to and will put a request in for a call back which can take 24 - 48 hours. I received a call this evening XX/XX/XXXX at XXXX XXXX and have been again transferred around put on hold and then hung up on. I called back and have been told the New Sale date still is not updated in the system of XX/XX/XXXX and they have no documents. I find this to be very concerning as the same email address that I have been using this entire process now isn't transferring the documents to you as you stated and I think that you are doing this intentionally. After calling back again and getting another representative named XXXX and I explained the entire situation again, he was able to now verify the documents have in fact been received but nothing has been done with them due to the new sale date not getting updated in the system. The modification department won't look at it because XXXX has not changed the sale date to the new legal sale date given to XX/XX/XXXX. XXXX stated he will have this escalated and his supervisor XXXX will be in contact with me. I am still waiting and have heard nothing as of yet. Specialized Loan Servicing is in jeopardy of violating the federal laws : Current problems that you the mortgage servicers ( SLS ) is currently perpetrating in my loan modification process. Failing to Process the Application in a Timely Manner ( Homeowners experienced lengthy delays when waiting for the servicer to make a decision on whether or not to grant a loan modification. In some cases, the servicer doesn't tell the homeowners that they are missing documents necessary for the loan modification decision. In others, the servicer simply doesn't get around to reviewing the request in a timely manner. ) Federal mortgage servicing rules, effective XX/XX/XXXX, aim to reduce these delays. Under these rules, when a mortgage servicer receives a loan modification application from a homeowner 45 days or more before a foreclosure sale, it must : review the application determine if the application is complete or incomplete, and notify the borrower within five days stating that the application is complete or incomplete. ( If incomplete, the servicer must describe the information needed to complete the application. ) If the servicer receives a complete application more than 37 days before a foreclosure sale, it must review the application and determine if the borrower qualifies for a loan modification within 30 days. Mortgage servicers that commit any of the violations have caused me to ( among other things ) : incur increased fees and costs in order to avoid foreclosure lose your savings in a fruitless attempt to get a loan modification be wrongfully foreclosed upon, and/or miss out on the opportunity to pursue other alternatives to foreclosure, such as a short sale or deed in lieu of foreclosure. As per the above SLS has committed some of the violations mentioned above or is otherwise improperly handling my loan modification, I am being lead to believe I need to consult a qualified attorney who can advise me what should be done legally for this situation. I am in constant contact with you to have this review since XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX via email and telephone. Please update my loan file and have the correct departments please review the paperwork that is time stamped XX/XX/XXXX for the request for mortgage assistance/modification/workout. As of today it is 44 days before the sale date XX/XX/XXXX which mean 12 days SLS has caused delays in this process which can be viewed as intentional.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2018-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A