Date Received: 2018-05-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We were in a chapter XXXX and were at the end of it ready to have it discharged. When Specialized loan Servicing LLC would not sign off for the discharge, they claimed we still owed them over XXXX dollars. We explained to him this. In XX/XX/XXXX we got a letter from our chapter XXXX lawyer about our mortgage is being transferred to Specialized Loan Servicing LLC. So we called to make a payment. They would not talk to us because we did not have a loan number. So this went on for three months but in this three months our trustee was making payments to them. Then My husband called because they would not give me ( XXXX ) any information. Finally in XX/XX/XXXX they took our payment. Then again in XX/XX/XXXX XX/XX/XXXX and XX/XX/XXXX. Them I called to make XX/XX/XXXX payment and they would not take it. This is right after our lawyer went to court and won against them that we were currant on our payments and we did not own any back payments. We had also just received our Chapter XXXX discharge. I fully intend to make my XX/XX/XXXX payment I will mail it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53225
Submitted Via: Web
Date Sent: 2018-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XXXX has attempted several times to resolve this matter. It all started with XXXX Loss Mitigation ; attempted several times to obtain a affordable payment, and no luck whatsoever. Now it was transferred to Specialized Loan Service and the same issue keeps occurring with her mortgage. XXXX XXXX has gone thru some financial and medical issues, but now she is full in force to make all payments on time. Currently there is a foreclose in process and she is seeking to avoid this to going any further.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91786
Submitted Via: Web
Date Sent: 2018-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The purpose of this letter is to request your assistance in obtaining information regarding the above referenced loan. Specifically, specialized Loan Servicing ( SLS ) will not provide me with basic information regarding this debt, such as what the amount my monthly payment should be on or what the balance of my loan is. I ask that you please demand that SLS make this information immediately available to me, now and in the future. Background Sometime in XX/XX/XXXX we were informed that our mortgage was transferred from XXXX XXXX XXXX to SLS. About that time, we also began to fall behind on the payments. SLS did not send us monthly statements and ( despite our many requests ) would not tell us exactly how much we needed to pay to come to current. We tried to call SLS but were always sent from department to department. No one gave us a clear answer. Not even SLSs web portal would tell us what our payment should be. We were ultimately reduced to guessing that we owed when we made a payment. Over the period between XX/XX/XXXX and XX/XX/XXXX, we paid approximately {$6400.00}. Despite this, SLS continued to send us demand letters. On Friday, XX/XX/XXXX, we received a certified letter from SLS which informed us that the debt was referred to an attorney for foreclosure. We called the number provided on the letter but was never provided with amount to come to current on the loan. We were told that the foreclosure trustee would contact us with the amount in several days. As of the date of this letter, no such contact has occurred. On XX/XX/XXXX, we made several calls, hours of time being routed around from one department to another, always getting the runaround from each person and this went on for days. Each person we spoke to, gave me a different answer, and we followed each one, this went on for weeks. During one of the conversations, it was said we could request it verbally and we did so on XX/XX/XXXX and again on XX/XX/XXXX. After days of waiting and more calls to follow up, we got more of the runaround and then on XX/XX/XXXX, another person told me to send a letter ( give a fax number, department and details of what needed to be included, so that we could request this pay off amount ). We sent the letter immediately ( doc # 1 ). On XX/XX/XXXX, we again contacted SLS and with multiple calls to verify request was received and being processed we were again getting the runaround, they seemed to intentionally stall us and were not tell us the amount necessary to come to current on the debt alleged. We had the money and are ready to pay it immediately, but SLS and their representatives were unable to tell us how much to pay or where to pay it. Later that same day, Friday, XX/XX/XXXX, a notice of trustee sale was delivered to our home ( doc # 2 ). This notice stated that we could bring the account back into good standing by paying delinquent payments. The notice instructed us to contact the trustee ( lawyer ) for payment instructions. We called the number provided, sent the signed request letter to the trustee/lawyer ( XXXX , XXXX XXXX XXXX ) and once again were not given a number for the delinquent payments. After multiple attempts starting on XX/XX/XXXX to contact XXXX for the Reinstatement Quote, finally, on XX/XX/XXXX date, XXXX XXXX @ XXXX XXXX sent us an email notification that the delinquency was {$7300.00} and due on XX/XX/XXXX ( doc # 3 ). We immediately made payment for this amount in person at the XXXX XXXX XXXX ( doc # 4 ). To make matters worse, we have been waiting for either SLS or their law firm to send us the notice that shows it was paid and the foreclosure has been cancelled. As of today, that still has not been received. We took it upon ourselves to look into the County Recorders website and find out what, if anything has been updated and about a week ago we found the Cancellation Notice of Trustees Sale dated XX/XX/XXXX. And what we found to be even more unfair, is a letter received, dated XX/XX/XXXX and XX/XX/XXXX ( both in an envelope dated XX/XX/XXXX ) received on XX/XX/XXXX with confirmation of receiving our reinstatement request, advising me of it being sent to the wrong departments and providing us a balance with a due date of XX/XX/XXXX ( doc # 5 ). Had we relied on SLS or the trustee to provide us with timely documentation, we would certainly have lost our home in a foreclosure sale. Thankfully this did not happen, but it shows that they are not following the rules and abusing the system to gain unfair advantages over consumers. Currently we have again tried to use their website to access our account. We are unable to get statements, our current amount showed states XX/XX/XXXX, however aside the payment made to XXXX XXXX, we have not made any payments, because we have not been able to get a monthly statement and amount owed. To make matters worse, when I click on the site to make the payment listed on the attached ( doc # 6 ), the amount changes and there is nothing to understand why. We again are being placed in a situation where we are unable to pay our mortgage with understanding where all the money is being applied. Argument We are not sure if SLSs failure to communicate even the most basic information concerning the debt was a deliberate act or simply a sign of negligence. Regardless, if SLS is permitted to continue on in this respect, it is inevitable that we will soon repeat this foreclosure crisis. It is unfair and abusive that SLS has caused us all this distress and harm when we made it clear that we were willing to pay all our deficiencies. All the late fees and other penalties could have been avoided if we were timely provided the proper payment information. Not only have we suffered from stress and had to pay many additional costs, but our ability to borrow had been compromised. In order to get away from SLSs abuse, we consulted with mortgage brokers about our refinancing options. We were told that, because SLS reports that we have a record of late payments, we will not qualify for a loan that we can use to replace the SLS loan. On other words, because SLS sabotaged our attempts to make payments on our loan, we can not get a new loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85204
Submitted Via: Web
Date Sent: 2018-05-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is a continuation on a now fourth complaint to the CFBP about an on-going unresolved issue with my mortgage servicing company. I will summarize below. It has NOT been resolved. I have placed countless calls into the company since the start of this issue. This is in addition to the nearly countless calls over the last 14+ months. SLS claims to have a " proven track record of setting the standard for Customer Care ''. I find that to be a gross misstatement and would further recommend the various government agencies ( XXXX XXXX, XXXX XXXX, FHA, XXXX, XXXX & VA ) review their practices and prevent further issues before any contract servicing extensions are granted. I will restate the original complaint below. Due to the increase in local home prices, we are wanting to have our PMI ( private mortgage insurance ) removed from our mortgage. After hearing numerous local reports of increased values, speaking with realtors, and neighbors ( who SOLD their homes/not simply list ), along with the increased tax value from the county assessor, it is very clear that our home value has risen to a level that it exceeds the 75 % threshold for PMI removal. On XX/XX/XXXX, I contacted Specialized Loan Servicing. I explained the increase in values and asked what was needed to start the PMI removal process. They indicated to mail them a signed letter requesting PMI be removed from our account. We mailed a letter same day. A few weeks later, we received a letter in the mail stating that our current loan value was ~90 % and that we did not qualify for PMI removal. This value based off our homes original assessed value, not the it's current increased value. If we disputed the current value, the lender asked that we sign the included form to have a full house appraisal completed. We did so and mailed this form back. It was extremely clear that the mortgage lender would request a FULL appraisal. Over 6 weeks pass by with no response from the lender. I contacted them in early XXXX to discuss the status of our full appraisal. The representative stated it was received and to call back in one week. I did so. I was then told the previous representative was incorrect, that it would not be completed until the end of XXXX. On XX/XX/XXXX, I received a letter in the mail from the lender stating that our home value had not increased at all and the current loan value remained unchanged at ~91 %. The included a single page document, known as a broker 's price opinion. This letter also included the same exact form we signed in XXXX stating we disputed the current value, the lender asked that we sign the included form to have a full house appraisal completed. The broker 's price opinion is NOT a full and proper home appraisal. I contacted the lender to discuss. I was told this decision was final despite them inaccurately valuing my home and not ordering a full appraisal, despite specifically requesting one. After the original CFBP complaint, I received a notification that the appraisal would be ordered. I was contacted by a local company and setup the inspection for XX/XX/XXXX. At the completion of the inspection, the representative stated SLS would have the detailed report within 3-4 business days ( at the latest ). I have called numerous times post inspection to inquire about the status of the report. All agents have given different answers ( and excuses ) to why the report was not completed and the PMI not yet removed. SLS is now stating " Our records reflect that our initial order for an interior appraisal was not received by our vendor ''. This is not true. I was contacted in XXXX regarding an appraiser coming to my house. On Friday, XX/XX/XXXX, at XXXX XXXX EST an appraiser came to my house to complete a full inspection. This include walking inside and outside of the home. His contact number is ( XXXX ) XXXX. Please follow up with this person who was hired by SLS to complete my appraisal. He indicated that SLS would have his completed report in 3-4 business days. I attempted to follow up with SLS after the second complaint response was received to alert them to this issue. 30 minutes on the phone with their " escalation department '' and nothing was accomplished as the rep did not have valid and updated information on this issue. The report was finally received, but did not take into consideration the updated home prices. This appraiser did not take into account the different section of the neighborhood. Just this week ( XX/XX/XXXX ), a home on my street ( same floor plan and square footage ), CLOSED ( not simply sold, but a bank approved mortgage ) at {$240000.00}. This price is $ 20,000+ higher than what the appraiser incorrectly stated. Please correct and remove our PMI. I will NOT pay for any additional reports to be ran. Those costs need to be paid by SLS directly and not passed on.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-15
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: The above noted loan continues to show on my personal credit report as an outstanding loan. The loan was paid off when the property was sold. Payoff date was XX/XX/XXXX. This is impacting my credit score and loan to debt ration, as the XXXX XXXX monthly payment and XXXX XXXX balance is still showing as an obligation on the property associated with this loan. The property address is XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX. I provided copies of my credit report to Specialized Loan Serving per their request when I contacted them again on XX/XX/XXXX. I originally called on/around XX/XX/XXXX to contest this with XXXX XXXX XXXX escalation department and was assured it would be removed from my credit report. As of XX/XX/XXXX that had still not happened. I was also told a letter would be sent to my address of XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX stating this loan was paid in full. I have yet to receive any acknowledgment. I am very frustrated by the lack of action on XXXX XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 930XX
Submitted Via: Web
Date Sent: 2018-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I contacted my Mortgage company in XX/XX/2017, and informed them that some of my mortgage payments was being posted to the wrong accounts. I check my payments each month by using my bank account. My Mortgage company was rude and informed me that I was not making my payments. I was also told that I would have to provide them with my bank statements to determine if I was correct. I did not provide them with my Bank statements I cleaned up the statements and faxed them to the mortgage company. Three months passed and my mortgage company did not contact me. Two weeks ago I discover they have me in foreclosure. When my account is only dew for XX/XX/XXXX payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 234XX
Submitted Via: Web
Date Sent: 2018-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a notice from Specialized Loan Servicing ( SLS ) stating that our payments were going up and we were short in escrow of the amount {$2000.00}. Our loan was transferred from XXXX XXXX XXXX XXXX to their company in XX/XX/XXXX. Our payments with XXXX XXXX and SLS are current and up to date. So there should not be a shortage with our escrow account. Our bankruptcy was discharged early last year and we received a noticed that there was an escrow overage and we received a escrow refund check for {$2100.00}. We received a refund because XXXX XXXX was supposed to apply the pre-petition payment of {$2600.00} to the escrow account. I called XXXX XXXX on XX/XX/XXXX regarding the matter and the escrow representatives and customer service understood and verified that the pre-petition was not applied to the escrow account as stated. Please review all verified bankruptcy documents from my attorney. If the escrow was short as XXXX XXXX as stated they would not have discharged the bankruptcy as stated in the documents.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53224
Submitted Via: Web
Date Sent: 2018-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My load was sold to Specialized Load Servicing in co. Ever since the transfer, back in XX/XX/XXXX they have called every month about my loan. My loan is due the XX/XX/XXXX of every month, and late after the XX/XX/XXXX. I was on auto payment, and they did not call. I removed that service, and now they are calling everyday. They are complete XXXX. They seam to ignore the terms of my original XXXX XXXX Loan, which by law they have to follow.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95687
Submitted Via: Web
Date Sent: 2018-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX, we received an escrow shortage billing in the amount of {$4300.00} from our new mortgage company, Specialized Loan Servicing ( SLS ). Under the " Estimated Escrow Payments Over the Next 12 Months '' section, we noticed SLS charged county taxes twice for XX/XX/XXXX and XX/XX/XXXX, {$2300.00} ( listed twice for both months ). OnXX/XX/XXXX, a certified mail was sent to SLS to their Notices of Error and Request for Information at XXXX XXXX XXXX XXXX, CO XXXX. We received a letter stating they received our letter and was being worked on. As of today, XX/XX/XXXX, there has been no resolution to our problem. It has been verbally acknowledged numerous times by telephone with their reps that the error we pointed out in their part is correct but fixing the problem has been delayed numerous times. We have made many numerous phone calls asking for updates and an immediate answer. Our XX/XX/XXXX statement shows we owe {$750.00} more than what we originally pay a month, an outrageous amount of difference.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60089
Submitted Via: Web
Date Sent: 2018-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: To whom it may concern : I have been a victim of bad lending practices by Specialized Loan Servicing, LLC. I am sending this letter to complain about my bad experience with Specialized Loan Servicing, LLC is holding my home mortgage hostage to force me to pay the additional unexplained total interest charge of {$26000.00} that was added after the date of discharge of the Chapter XXXX bankruptcy. The original principal balance on my second mortgage loan was {$64000.00} on the date of Chapter XXXX discharged. Per Specialized Loan Servicing, LLC, to date the total amount due now is {$91000.00} and it will keep increasing if I will not settle the total full amount due. When we ( I and my authorized third party person ) tried to settle the second loan mortgage with Specialized Loan Servicing, LLC, they are giving us the run around and indirectly told me reassuring to foreclose my home when the time is right ( my family and I lived in this house since XXXX ). Apparently, on XX/XX/XXXX Specialized Loan Servicing, LLC, told my authorized third party person that they never corrected their records to code loan # XXXX as discharged in bankruptcy and made the principal balance to XXXX and remove all interest so the lien amount will have no interest added. Also, they told my authorized third party person that SLS are correcting the error now and said it may take one week approximately around XX/XX/XXXX to show on their system. ( As of today XX/XX/XXXX that correction never took place ). On XX/XX/XXXX my authorized third party person called SLS to follow-up about the correction they promised to us, however per SLS, LLC they are still reviewing and its with their dispute department they said to expect an answer by EOB XX/XX/XXXX ( To date as of XX/XX/XXXX that never took place as expected ). On XX/XX/XXXX my authorized third party person called SLS and there is no update as expected. Per SLS to expect a call from SLS manager that is handling the dispute by next day or so. ( SLS never called back my authorized third party person as expected ) On XX/XX/XXXX my authorized third party person called SLS and per SLS they do not have the dispute and they only reviewing my authorized third party person 's complaint that he made against a supervisor for not letting speak to the department handling this. Per SLS I would need to make a written dispute contesting the interest that has been added. Unfortunately we are back to square one! On XX/XX/XXXX EOB I have signed the Letter of Dispute requesting SLS to correct and provide me a corrected payoff statements via my authorized third party person fax number. XX/XX/XXXX, unfortunately we are back to square one again! Please help! I am well aware that once the secured loan has been discharged in bankruptcy XXXX, I am no longer liable to pay the note, however the lien is " enforceable ''. However, what I don't understand is that Specialized Loan Servicing is holding my home mortgage hostage to force me to pay the unexplained charges of {$26000.00} which this unexplained interest is growing on the lien itself if I dont make a settlement now. I am not selling my property as my wife and I have XXXX younger children and our concern is with them staying near their schools. I am hoping to save my home as this home is our only asset when we reach our retirement age.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92336
Submitted Via: Web
Date Sent: 2018-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A