Date Received: 2018-02-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am writing to you today because I am in danger of losing my home, and I dont feel that my loan servicer, Specialized Loan Servicing ( SLS ), is ethically evaluating my applications for mortgage assistance. I have had multiple hardships the past few years, but I am now in a better financial position and can afford a reasonable mortgage payment. When my application was denied, we called SLS asking for details ; we were told to file an appeal to get these answers, so thats what we did ( a copy of that appeal is attached ). Our appeal was denied and we were given incomplete answers at best ( their denial letter is also attached ). Their rationale for the incomplete answers was basically that the new modified payment they are trying to derive must at least equal if not be less than my current monthly payment, and since my current interest rate from a previous HAMP modification is 2 % and they can not go lower than that, they can not derive a lower payment. However, my current interest rate is not 2 %. That modification from XXXX was a step-rate modification in which my interest rate was 2 % for only the first five years and increased every year after that until it capped out in XX/XX/XXXXat 4.375 %. Since my most recent default occurred when the interest rate was still 2 %, SLS system shows that as my interest rate and obviously nobody at SLS is doing any research to realize that I am being charged 4.375 % interest when they calculate my arrears every month. I feel it is at least unethical and incompetent, if not FRAUDULENT, to deny my application using an interest rate at 2 % but then charge my account at 4.375 %. After the denial of my appeal, we called to question this tactic. We spoke to a supervisor in their Loss Mitigation Department named XXXX who assured us that she would research this and call back.she never called back, and when we tried to chase her down our call eventually got escalated to another department ( Management ), who assured that they would call back in 24-48 hours. Of course, that also did not happen. Finally we spoke at length with SLS Executive Services Department. We eventually were transferred to a supervisor named XXXX ( # XXXX ). She did not make any effort to answer our questions, but instead insisted that right or wrong the decision would not be changed and advised that we should focus on liquidation options instead of trying to save our home. So, in summary, I believe SLS improperly and fraudulently evaluated my application for mortgage assistance and then through horrific customer service refused to answer questions as to how they came to the conclusions that they put in their denial letter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08742
Submitted Via: Web
Date Sent: 2018-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I mailed my XXXX payment to Specialized Loan Servicing on Friday, XX/XX/XXXX from XXXX, TN, and the payment was mailed to the lockbox address in XXXX, GA, which only takes two days max, as this is always my normal process since there is a fee to pay over the phone or online. I called the mortgagor on Friday XX/XX/XXXX because my payment hasn't cleared my checkings account only to be told that the payment hasn't arrived nor posted to my account and that it has been reported late to the credit bureaus. I attempted to dispute the credit reporting as the payment was made on XX/XX/XXXX but was told I would have to have proof it was mailed. After this conversation I made the payment over the phone, in which I incurred a fee, and forced to make the XXXX payment as this was the only payment amount it would allow. I received a statement a week later showing where the missing payment " mysteriously '' arrived and was posted to my account, only after I requested a stop payment on it and made the previously mentioned telephone payment. This sounds very suspicious that the payment would be posted after I made the previous payment. I have researched this issue and noticed that other consumers are experiencing the same issues of late payment postings with SLS ... they negatively reported my account as delinquent in error since they didn't go by the date of the check I originally issued. I believe this is unfair as I mailed the payment on XX/XX/XXXX and feel that this is the date that the payment should be honored. They haven't been helpful in my dispute of this issue and I am requesting that this negative mark on my credit be reversed as it due to a possible oversight on their part. I have utilized the same method of payment for sending in payments via mail and the payments always got posted/applied timely, so I believe there was an error on their part that caused my payment to be misapplied.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 380XX
Submitted Via: Web
Date Sent: 2018-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage is a 10 fixed / 30 year mortgage. It was originally serviced through XXXX XXXX/XXXX XXXX XXXX ( XXXX ) where they allowed me to set up bi-weekly payments that were withdrawn automatically from my account. After the 10 year term was over, my mortgage was transferred to SLS Mortgage. I asked to set up the bi-weekly payment ( where my mortgage would essentially be split in 1/2 and i would pay 1/2 my payment on the XX/XX/XXXX and the remaining 1/2 balance at the each of each month - similar to what i had set up with XXXX/XXXX ). SLS advised that they would need to charge me to set this up so i set this up with my bank instead. I paid XXXX on the XX/XX/XXXX and XXXX the XX/XX/XXXX of month. Recently my mortgage went up slightly due to escrow increases due to my homeowners so this amount has slightly changed. Since my mortgage was transferred to SLS, i have had continuous issues when i call in on a monthly basis to have both my payments made ( the XXXX and XXXX combined and removed from their suspense account ) to be applied to my current payment due date - of which i am never late. I have been calling in monthly since my loan was transferred which has now been perhaps 2 years. Over the course of this time, they have taken some of my payments ( either XXXX or XXXX and applied to principal which i have asked them to reverse ) but in some cases they have told me that they can't and i would need to pay another similar amount in order to not be considered late on my payment. They have also started charging me late payments and when i ask them why, they have repeated stated that they will continue to charge me late payments ( even though i am paying on time ) simply because i am paying partial amounts and they will continue to do so until i change my method of payment to pay once monthly since their system is unable to support my payment style. Can someone please look into this concerning matter. In the beginning of my mortgage transfer, i had them note my account that i would be paying separate payments. I call in every month to have my payments reconciled and have had several agents tell me on the phone that my payments have been applied correctly only to find out that the agents processing my payments have still not processed my payments correctly where some of my payments are going to principal. Lastly, once my 10 year arm was expired, i called customer servicer and was told that my mortgage payment would increase to 2800ish that would include my estimated escrow. My mortgage increased dramatically and when i attempted to resolve with them, they stated that they would not go back and review calls made to reconcile whether the increase was accurate - i called several times during a course of perhaps at least 6 months on this issue. Any assistance in this matter would be greatly appreciated. A fair resolution would be the following : 1 - reverse all late payments since i have not been late, i have always paid on time and it is SLS who has misapplied my payments and at times even forced me to pay part of mortgage again. 2 - allow me to continue to pay my mortgage split into 2 payments which are always paid on time. 3 - transfer my mortgage to another actual bank that can support my payment style. 4 - have SLS confirm that my rate increase from 1 1/2 years ago was accurate, i believe that the increase is incorrect based on what i was communicated by the customer servicer agent that gave me my estimated payment increase that included escrow.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 201XX
Submitted Via: Web
Date Sent: 2018-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I attempted to pay my monthly mortgage payment of {$1800.00} to SLS by phone today, XX/XX/2018, and the automated service rejected my account number on 5 different calls from me. I then called every number I could find and I got the same recording stating that " our office is closed for a company meeting. Please call back in 30 minutes '' on each different line! I kept trying throughout the afternoon and NEVER got through! I have paid my mortgage on time for 13 years and I'm very concerned about this! Today is Friday so that means I can't get through to SLS until Monday, putting me in the penalty zone for late payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91001
Submitted Via: Web
Date Sent: 2018-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: After Hurricane Irma, because I was in a federal disaster zone in XXXX Florida, I requested from SLS a loan extension, I was given a forbearance, with 3 months to pay two months missed payments. My XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX statements each have a late fee imposed on me, however, I am not late, as I am in approved forbearance. I have called SLS every month requesting an adjustment and it has not be reversed and credited to my account. XX/XX/XXXX there is a Fee Billed Accured late Charge of {$120.00} - XXXX Statement XX/XX/XXXX Property Inspection Fee of {$15.00} - XXXX Statement XX/XX/XXXX Accrued Late charge of {$120.00} - XXXX Statement XX/XX/XXXX Accrued Late charge of {$120.00} - XXXX Statement.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33327
Submitted Via: Web
Date Sent: 2018-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: SLS is attempting to foreclose on my home with a fraudulent robo signed assignment. The assignment was created after the cut off date of the of the pooling and services agreement filed with the United States Securities Exchange. I also removed XXXX XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX Series as my Attorney in Fact with XXXX Co because I want due process of Law which I am entitle. I have sent a QWR, and a debt validation letter, and neither has been responded to.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30083
Submitted Via: Web
Date Sent: 2018-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My mortgage went delinquent for a short period of time because I temporarily lost my job. However, once I got a new employment, I sent a check to my Lender in order to have become current again but the Lender rejected my check. I then applied for my first loan modification which was way back in 2008. Since that time. I have been played by that Lender. I took 11 years for the Lender to deny me that loan modification that I am well qualified to receive as per the Federal guidelines.
Company Response:
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2018-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In approximately XX/XX/XXXX, my ex-husband stopped making required monthly spousal maintenance payments which in turn delayed my ability to keep current on my payments to Specialized Loan Servicing. After several months, I regained the ability to make payments but was told that all previous payments had to be up to date before they would allow me to begin payments again. I did not have that amount of money available to me. In XX/XX/XXXX, I made my first application for a loan modification/repayment plan. It was then that SLS began continually asking for more documentation such as a copy of my driver 's license, a new request for tax information, obtain a quiz claim deed from my ex-husband, etc. and they would drag it out so that I would have to submit a new application with all new updated information including bank statements and check stubs. I was told repeatedly on many occasions that my packet was complete only to learn they needed " one more piece of documentation ''. Not only that, they changed the mailing address from me to my ex-husband 's address. I was given no communication other than two letters and being served for the sheriffs sale from them even after many attempts over the last two years to change the address or at the very least, to include me on all communications. I have completed and submitted no less than eight different packages on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and most recently, XX/XX/XXXX only to be told that more documentation is needed. I have been working with XXXX XXXX XXXXat the XXXX County Housing Department and she has advised me to submit complaints to both your office and also to the office of the Minnesota Attorney General. I was unable to upload my documents but will submit them via USPS mail. Thank you very much for your consideration. Please contact me with any further questions or information you may need.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55082
Submitted Via: Web
Date Sent: 2018-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-12
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: To Whom It May Concern : In XXXX, I purchased a home in Texas located at XXXX XXXX XXXX in XXXX, TX. The financing structure was a 1st and 2nd and both loans were through XXXX XXXX XXXX ( A subsidiary of XXXX ). Unfortunately, in XXXX, tenants moved out and there was extensive damage both from them and from the hurricanes. Simultaneously, my business had been affected by the collapse of the economy and I was going through divorce as well. I did my best to work with local realtors to get the home listed for sale or rent but couldn't get anyone to represent me with the home in the condition that it was in. Finally, the home went to foreclosure. At the time of foreclosure, XXXX XXXX sold the 1st Trust Deed to XXXX XXXX. The 2nd had already been transferred to Specialized Loan Servicing. Specialized Loan Servicing did not make any claim at the time of the foreclosure and ultimately got nothing. Shortly after that, they started sending me letters and calling me, trying to collect the principal balance. The loan was attached to property that went to foreclosure and I had never refinanced it. Therefore, the loan should have been a non-recourse loan. Even if it wasn't, Specialized Loan Servicing eventually charged the loan off through a Profit and Loss but they still continued trying to collect the principal balance from me. At one time, I was so frustrated that I offered them a nominal settlement but they stated that they would XXXX me for the difference so I halted the negotiations.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92663
Submitted Via: Web
Date Sent: 2018-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I checked complaint XXXX and the CFPB has closed the complaint based on the loan servicer 's statement that they need more time to review. That should not have happened as the original complaint has not been resolved. In the first week of XX/XX/XXXX we received a notice from Specialized Loan Servicing ( SLS ) that our payment would increase substantially. We had recently collected our file back from legal counsel ( bankruptcy ) and mentioned the letter. He referenced the loan modifications on file ( one from XX/XX/XXXX and one from XX/XX/XXXX ). Both modifications were made through XXXX XXXX - the original loan servicer. On XX/XX/XXXX a copy of the executed Fixed Rate Loan Modification Agreement with Deferred Principal was submitted to SLS. On XX/XX/XXXX I spoke to Customer Service person XXXX @ SLS. I was informed that we were owed a substantial amount of funds and that there was an " open ticket '' at that time. In follow up an email was submitted through SLS ' website dated XX/XX/XXXX. This memo noted that XXXX was not posting payments correctly to their website and requested that they correct the errors as we have made on time payments since since bringing the loan current in XX/XX/XXXX. SLS responded on XX/XX/XXXX stating they can't adjust the account until the " review of the modification documents you submitted is completed. A turnaround time is not available ''. On XX/XX/XXXX another emails was submitted to SLS via their website requesting the status of the open ticket. On XX/XX/XXXX SLS responded with " The information pertaining to the modification from the prior servicer is being worked on but there is no ruther update available at this time ''. On XX/XX/XXXX I talked to XXXX at SLS Customer Service. She informed me that the previous loan modification has to be sent to the Dispute Department. On XX/XX/XXXX a Memo was faxed to the Dispute Department with copies of the above referenced correspondence. On XX/XX/XXXX an email was received from SLS stating " We apologize for any inconvenience ; however no updates are available at this time regarding the modification from the prior servicer ''. SLS is the fourth loan servicer that our account has been assigned to. My wife and I have been making on time voluntary payments beginning XX/XX/XXXX. We have been paying {$2400.00} per month as that was the payment reflected in the loan servicer 's website. When we received the payment change notice from SLS in XX/XX/XXXX it was a surprise. When I reviewed the terms of the XX/XX/XXXX loan modification it said the payment was to be {$2100.00}. I immediately pointed this out to SLS as we have over paid the amount by over {$18000.00}. SLS has had the document for review since XX/XX/XXXX. They keep saying it is under review and there is no time horizon for completion of their review. I called on XX/XX/XXXX and was referred to XXXX at XXXX XXXX. She promised to review case and get back to me by XX/XX/XXXX. To date, she has not contacted me. Over this last weekend we received a letter from SLS stating our loan was delinquent. This causes us great concern as it would appear that SLS is not dealing with us in good faith. SLS was notified that a complaint would be made to the CFPB on this day. Thank you XXXX XXXX. On XX/XX/XXXX SLS states " The referenced documentation you submitted was received and under review with the appropriate department '' On XX/XX/XXXX SLS stated " The information pertaining to the modification from a prior servicer is being worked on but there is no further update available at this time ''. On XX/XX/XXXX SLS stated " We apologize for any inconvenience ; however no updates are available at this time regarding the modification from the prior servicer ''. On XX/XX/XXXX SLS stated " Our records the account is currently under review to verify the terms of the modification. At this time we do not have an update ''. I filed complaint XXXX which CFPB closed because SLS said they needed more time. They have had over 6 months to review this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A