Date Received: 2018-07-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been trying to do a deed in lieu with my main mortgage holder and the secondary mortgage holder for approximately one year. Main mortgage holder, XXXX, has been fine to work with. Secondary mortgage holder, SLS, has been a disaster. They have missed responding to 5 short payoff contingent approval letters sent to them by XXXX. Each time SLS misses responding to XXXX 's short payoff contingency letter, my case closes out at XXXX and then I have to submit paperwork and start the whole process over again. I am an elderly woman and have been trying to turn over my house to XXXX since shortly after my son 's untimely death, because he helped me pay my bills and after he died, I was no longer able to afford the house. I was advised the deed in lieu would be a good process to use. It has turned into a nightmare because of the incompetence of the SLS company as the junior lien holder. Dealing with them is causing me so much stress in my life, at a time when I'm still grieving over my son 's death, and I need DESPERATELY for someone to help me. My daughter had been helping me deal with them from last XXXX through this past XXXX, when they yet again failed to respond timely to the short payoff contingency letter. When they failed to do it that time, that was the THIRD time they didn't respond and she no longer wishes to deal with them over the phone because of their incompetence. They've now failed a couple of more times since then. PLEASE HELP ME.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 487XX
Submitted Via: Web
Date Sent: 2018-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-27
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXX2018 my closing co ask and received by fax a payoff on my loan at Specialized loan servicing co for closing as i sold my property, this amount was sent to them on XX/XX/XXXX18, and returned approximately to the closing co on XX/XX/XXXX18 saying it wasn't enough to payoff the loan, in the meantime they sent me a escrow /insurance refund, they called me approximately XX/XX/XXXX18 saying i needed to return this escrow amount, it was sent to me in error, i was instructed to send it by certified check back to them, i did this, My closing company re-sent the amount given to them back to my mortgage co, My mortgage company once again returned it to my closing co as they said it wasnt emough to pay off the loan, they didnt wait for my escrow check returned to get to them,. So finallly on XX/XX/XXXX18, my closing co sent the mortgage co ( SLS ) a new wire amount with the total payoff again including what they had refunded to me, Now the mortgage co has a new wire $ amount for the NEW total payoff amount and has my check where i returned the money to them, While checking my credit file they have turned in i didnt pay XXXX and XXXX payment showing me 60 days past due on my credit, dropping my credit score from near XXXX to XXXX, i have always had GREAT CREDIT, i need help and my credit restored, none of this was my fault, it was all started by SLS giving us the wrong payoff amount, and now they are hurting my credit because of the delay to payoff the loan I have called and was told theres nothing i can do, the payments were not paid on time and thats it. PLEASE HELP ME ALSO I NEED my ecsrow refund returned to me asap, thanks
Company Response:
State: TN
Zip: 37918
Submitted Via: Web
Date Sent: 2018-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I filed a complaint with you that case number is XXXX, in which it was closed and Specialized Loan Servicing ( SLS ) responded by stating that they were going to be issuing 3 seperate checks in the following amounts : {$920.00}, {$230.00} and {$870.00}. They sent the check for {$920.00} but they made it out to XXXX XXXX and XXXX XXXX, which could not be deposited to the bank because XXXX XXXX passed away on XX/XX/2018. I called SLS and was told that they made a mistake and should of made the check payable to XXXX XXXX and the Estate of XXXX XXXX. This check was sent to us on XX/XX/XXXX and SLS said it would take XXXX days. I keep calling to ask about the checks and they say they will send in a report, but that does not help. It has been XXXX weeks and still to repayment. I have also asked about the other two check and when I ask they say they do not know anything out that. But that is what they said in the final report to my complaint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32738
Submitted Via: Web
Date Sent: 2018-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX i submitted a hardship request packet to specialized loan servicing ; my mortgage loan servicer. They sent me a letter few days later indicating they received and will be reviewing my request. Roughly XX/XX/XXXX I received their denial response letter. Indicating I was denied help because I had already been given a loan modification back in XX/XX/XXXX. A month after them getting the loan from XXXX. I was not working on a loan modification with XXXX and did not request one when they took over the loan. Well, in my hardship request of XX/XX/XXXX i never asked for a loan modification ; I asked for forbearance assuring them I would be out of this rut within 3-6 months. This seems confusing and misleading because they are denying me something I did not ask for. They did not refer to my request of forbearance ; they just denied due to already having have had a loan modification. Please help
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 906XX
Submitted Via: Web
Date Sent: 2018-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Specialized Loan Servicing ( SLS ) refuses to remove Private Mortgage Insurance ( PMI ) from a mortgage payment. For the last 3 months at least, we have called SLS repeatedly to get PMI removed from the mortgage payment. At first, based on the information they provided, SLS informed us the company would accept a local property assessor valuation for removal of PMI. After following up on the letter requesting removal of PMI and the assessor documentation, the company refused to remove PMI. This same situation of repeatedly being told how to remove PMI and being given wrong information by their representatives continues. Once SLS refused to remove PMI based on the local property assessor valuation, we asked the amount we would need to pay in additional principal to get the outstanding principal below the 80 % level where under the Homeowners Protection Act with Private Mortgage Insurance for loans closed after XXXX XXXX, it is our right to request PMI be cancelled. The representative told us by paying {$5800.00}, the mortgage balance would be below the 80 % level necessary for the PMI to be dropped. We have repeatedly been sent requests asking for an appraisal of the property and SLS refuses to move forward with dropping PMI without the appraisal. Based on the documentation SLS has sent us numerous times, the letter does not state an appraisal is required at below 80 %. The letters state the following under Your Right to Cancel PMI : You have the right to request PMI be cancelled on either : 2. The date the principal balance actually reaches 80 % of the " Original Value '' of the property. " Original Value '' means, at origination of your loan, the lesser of ( i ) appraised value or ( ii ) sales price ( the dates described in paragraphs 1 and 2 herein collectively referred to as the " Cancellation Dates '' ). There is no appraisal necessary based on what the law states in Line 2 above. One representative who was a supervisor told us it does not matter what are representatives tell you. It is what the letters we have sent you state. We have made the payment to get the principal payment below the necessary threshold to have PMI removed and the company still will not remove it. The representative who we called last told us not only would it be removed, but we could expect a refund for the PMI payment in the last mortgage payment. One representative gave us the cashiers address for SLS to make the payment to. He said give it about two weeks to get credited to the account. Once it was credited, PMI would automatically be removed. I do not think we have talked with one representative at SLS who actually did not give us false information. Moreover, SLS has the main call center in total darkness. The representatives refuse to give out any information on how to reach corporate executives or even where they are located to resolve an issue. I called XXXX XXXX to find out if they were the investor on the loan. XXXX XXXX told me the company would be able to tell me. The only way to get the investor information after making two calls to the company is through a written request. We have made repeated requests in writing to SLS and every time what they told us to get PMI removed has been a writing request waste of time. The company must know most people will not take the time to make a written request and is most likely why they have the policy. Based on our understanding of the documentation SLS has sent us, we have a right to request PMI be removed based on our extra principal payment. Period. Nothing else is necessary under the XXXX for Borrowers with PMI.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37209
Submitted Via: Web
Date Sent: 2018-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This company, SLS, bought our HELOC in XX/XX/XXXX. It took awhile to get everything to transfer over, but we finally had everything completed on XX/XX/XXXX when we deposited XXXX from back pay. Attached are 5 pages of transactions starting on XX/XX/XXXX and ending with XX/XX/XXXX. My balance increases daily, when the only transactions are DEPOSITS from my husbands employment. No one at the company seems to be able to answer any questions regarding what the wording on their forms mean, and when pressed for explanations, they say they will send an " inquiry '' to the accounting department. Then I am to call back in 7 to 10 days to find out the accounting dept 's response. I have done this once in the past, and when I called back 7 days later, there was no record that any request was even sent to accounting. And on pages 4 and 5, on XX/XX/XXXX and XX/XX/XXXX, there are so many transactions - reversals, single item receipts (? ), reversals, and Unapplied Funds Unidentified (? ). And all the time, my balance increases ( which means I pay more interest ) when it should be decreasing. Help me understand.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92008
Submitted Via: Web
Date Sent: 2018-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: specialized loan servicing XXXX XXXX XXXX XXXX XXXX XXXX XXXX, co.XXXX started foreclosure for 4 mo. late payment they charged me foreclosure fees of {$760.00} I have my bank documents showing the payments cleared my acct well before expiration of grace date SLS disagrees and refuses to cancel charges
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55811
Submitted Via: Web
Date Sent: 2018-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-24
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: Specialized Loan Services ( SLS ) issued a XXXX to cancel the foreclosure debt in XXXX. In XXXX SLS sold my information to XXXX XXXX XXXX ( XXXX ). XXXX XXXX XXXX purchased the information and some how got a judgement against me in a Wisconsin Court. XXXX XXXX XXXX contacted me in XXXX stating they had a garnishment against my wages from a court date that happened in XXXX. I was never notified and did not know about the court date to try to show that the debt was cancelled and no longer a valid debt. Several attorneys have told me that it is illegal to " double dip " meaning getting a tax break from the government by issuing a XXXX and then selling the bad information so that another company can collect. I would like for this to stop. I have notified the XXXX XXXX XXXX that this was a cancelled debt and they refuse to stop with the garnishment. Stating that it is a different account number.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53154
Submitted Via: Web
Date Sent: 2018-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Back in XXXX I went through Probate, a copy of the order was faxed to the lender at the time XXXX XXXX on XX/XX/2018. A month later the loan was transferred to SLS and I received a notice in the mail stating to pay SLS {$10000.00} which I did not have. I contacted SLS to let them know the situation, I forwarded them a copy of the Order showing I was granted the executor of the estate and asked if they can assist me with saving the home. I was told from SLS to submit documents such as forms they provided and financial information. I faxed the information to them in XXXX and received a letter on XX/XX/2018 stating they received my documentation and need additional information. Over the course of the next few weeks and to this day I have repeatedly faxed my information over to SLS which they keep stating they never received even though I have proof of the fax confirmations. Now when speaking with SLS they are telling me my documents were not submitted 37 days prior to the sale and they can not help me! I have done everything asked of me and I feel like they did this on purpose so that there would not be enough time. The Notice of Default filed ( attached ) stated that the lender, SLS made attempts to reach out, that never happened nor did they contact my mother the borrower because she is deceased, so that right there is another lie. I am now being forced to hire an attorney to see what my legal options.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 932XX
Submitted Via: Web
Date Sent: 2018-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a letter from the mortgage co - Specialized Loan Servicing LLC ( SLS LLC ) - on XX/XX/18 - the letter was in response to an earlier request about removing Private Mortgage Insurance ( PMI ) from my mortgage payment. The company sent me a form letter outlining the process under the " Home Protection Act for Borrowers with Private Mortgage Insurance ( PMI ) but failed to address the specifics of my original request. Following detailed research on my property value, I wrote to SLS on XX/XX/XXXX, faxing over some 32 pages of documents to the listed fax number on the official SLS letter ( which is included in this formal complaint ). My research conclusively proves that value of the property is way under the threshold for PMI to fall-off i.e., 80 %, however, I estimated that the Loan-to-Value ( LTV ) was at $ 63.05 %. The Fax Confirmation Page heads the attached documents proving that they were successfully sent to SLS on XX/XX/XXXX @ XXXX XXXX EST, as previous described. I waited some 35 days i.e., until XX/XX/XXXX, without receiving a response from SLS. On XX/XX/XXXX I reached out to SLS at their Customer Service number and spoke with a Service Agent - XXXX. I explained the situation in detail. XXXX apologized for the delay and noted that although he could not see/review the documents in question, nevertheless he confirmed that they were in the " system ''. He stated that he could see a receipt of the documents was noted under my mortgage account profile in the system. He said he would reach out to the department concerned the next business day and have them contact me vis-a-vis my submission. I waited an additional 26 days until XX/XX/XXXX once again no response from SLS. That same evening, i.e., XX/XX/XXXX, I called SLS and spoke to another Service Agent - XXXX. I went into detail with XXXX explaining the situation, asking about the documents and the lack of response from SLS on the removal of PMI. XXXX apologized and put me on hold several times as she investigated the situation. Eventually she went onto to say that there was " NO RECORD OF RECEIPT '' of the documents in the system on XX/XX/XXXX, which XXXX has confirmed previously confirmed with me on XX/XX/XXXX. I was astonished. I told XXXX what XXXX had confirmed a month earlier - it mattered not. XXXX repeated there was no record of receipt of the documents. I also stated that I had a copy of the fax confirmation once again it mattered not - XXXX apologized but reiterated that they had received no documents and was not budging on this point. She went onto say that the mortgage balance had to be under 78 % LTV, to have PMI removed. I explained that the LTV was about 63 % LTV, way under the required threshold. I was shocked and disappointed that this was the " official response '' from SLS. I tried to plead with XXXX - but she repeated SLSs position that they were not received. She stated that I was more than welcome to try to fax them again, or alternatively mail them. Naturally I was very upset, nevertheless I remained calm amid what I was being told. Since I was getting nowhere and in pleading for help, I asked if I could speak to a Supervisor. She put me on hold and eventually transferred me to her Supervisor XXXX. I introduced myself. XXXX explained that he was up-to-speed on the reason for my call so I asked him how it happened that SLS : 1. Where unable to remove PMI 2. Had the documents 3. Did nothing with them 4. Now claim that they never had the documents 5. Can not explain where they are 6. Can not explain how I happen to have a fax confirmation to their office/dept 7. Why they never replied to me 8. And nothing further could be done Once again, I pleaded my case and spent a lot time with XXXX on this whole fiasco. Like XXXX he was apologetic but all the apologies in the world was not fixing the issue i.e., removing PMI. XXXX assured me that he would do the following : 1. He personally, would take ownership of the issue 2. He would reach out the Escrow Department concerned etc. 3. He would ensure they get back to me 4. To leave it with him for several days and I would be hearing back from them Well that was back on XX/XX/XXXX some 48 days ago. Since I was dealing with a member of the management team I entrusted the issue to XXXX with the understanding that the issue would finally be resolved ; however, like every other occasion, Ive heard nothing from SLS. Sadly, given the above track record I am left with no alternative but to lodge a formal complaint against SLS LLC with the Consumer Financial Protection Bureau. What they have done and are continuing to do to me, as their customer, is unacceptable, reprehensible, willful, wrong and probably in breach of US Law. They can not be allowed to get away with this. As a customer of SLS LLC, I have : 1. A perfect right to request the removal of PMI based on the evidence of the property value. 2. I have the right to be treated with a modicum of respect 3. They can not arbitrarily ignore the DOCUMENTARY PROOF sent to them on XX/XX/XXXX 4. They do not have the right to lie to me 5. They do not have the right to evade or ignore their responsibilities as a mortgage servicer/lender 6. They do not have the right to discard or ignore me, or any other customer 7. They do not have the right to flout US law and think that they can get away with it I have done some additional research into how SLS LLC customers are being treated and the results speak for themselves. XXXX : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX As a result of this whole fiasco, I am formally requesting the CFPB launch an official investigation into Specialty Loan Servicing, LLC as to : ( a ) Why they have not replied to me ( b ) Why they have acted on the provided documents to Remove PMI ( c ) Why they have failed, time and time again, not to fix the issue based on multiple calls I sincerely hope that you can get to the bottom of the issue, holding SLS LLC accountable and ensuring that the adhere to my request and remove PMI. Also, I am requesting my loan with SLS be sold to another servicer where I will be properly treated. Sincerely,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 46226
Submitted Via: Web
Date Sent: 2018-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A