Date Received: 2018-01-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Specialized Loan Servicing provided a nonresponsive, misleading, and in some instances false response to Complaint # XXXX as documented in my feedback. The SLS response begins with an old inflated arrearage amount never resolved because the " agent '' could not be located by the CFPB, which in turn had to refer it to the FTC. Even the response includes significant charges to the account that go totally unexplained.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX " sold '' my mortgage to Specialized Loan Servicing, LLC XXXX ), last fall. A couple of weeks ago XXXX sent me a statement detailing my escrow account. I'm attaching same for your convenience. The statement shows my projected escrow account will total {$2100.00} and the projected disbursements from my account will total {$2100.00} for a difference of XXXX cents. On the statement it says " Cushion selected by servicer : {$350.00}. '' Do they have a legal right to hold an additional {$350.00} above what is needed to pay the annual taxes and insurance? In my view it would allow them to earn interest on my money for the life of the loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 328XX
Submitted Via: Web
Date Sent: 2018-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-29
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Re : Loan # XXXX Dear Sir or Madam We were denied for an application for loan by a bank for a negative account which is so called " 3x30 rolling mortgage late for three consecutive months ''. We heard this in shock because we have had perfect credit history and always pay our bill on time. We checked our credit and found out the problematic account is the above mentioned one and it is the mortgage service company XXXX XXXX XXXX XXXX who reported this matter to the credit agencies, which damaged our credit. We did some research and found out this mistake should have been avoided if they have a better communication with us. They notified us a rate change onXX/XX/XXXX for the increasing of monthly payment, and we updated our auto pay setup beginning from theXX/XX/XXXX. We thought there would be no more change for half a year according to our loan terms. Since all our payments are set up for automatic paying, we did not usually go to check the account until we get proper notice. However, They increased our payment again on XX/XX/XXXX ( from {$1300.00} to {$1400.00}, with a {$43.00} difference ) that we were not aware of. We kept out payment for the amount that you notified us on time every month, until the month of XXXX when we were aware of the new change occurred on XX/XX/, we paid the extra to catch up the shortage and their fees. This is the reason that we were " late '', but it really is just a mistake on both the bank and our side. And the so called " late '' is JUST A VERY SMALL POTION OF THE PAYMENT, FOR {$43.00} Giving the fact that we have kept our payment every month on time, and the unpaid partial amount is relatively very small and they charged us for that late fee, we have paid the price for the mistake made. they have many chance to communicate with us either by phone or by email or by mail, but they had chosen not make to such effort for their due diligence before they report to the credit agency, we believe they did not do a good job in service their customers, and their procedure is problematic. We hope this would explain what happened and they would understand we never under any intention or difficulty or dishonest to not paying all our obligations on time. we never had any problems with our payments. Indeed from our credit report, you shall be able to see we have a perfect payment history if they did not cause this problem. Having said the above, we sincerely hope they could correct our record in all the credit agency so to restore our good credit. We advise them by phone, by email and mail that, because this mistake caused the denial of our bank and, consequently, we lost a big business opportunity, the damage might be very serious. If this dispute could not be resolve, we reserve our rights to resolve it in the court of law. In the phone they promised to make the correction but several month had passed and no change happened at all If you have any questions about this matter, please feel free to contact us at your earliest convenience. Please call me at XXXX, or email us at XXXX. Your prompt response would be really appreciated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92129
Submitted Via: Web
Date Sent: 2018-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-28
Issue: Incorrect information on your report
Subissue: Public record information inaccurate
Consumer Complaint: my previous mortgage company, SLS, reports on my credit report " foreclosure proceedings started '', i ended up settling and doing a short sale. my report should show short sale, by leaving the foreclosure proceedings started on there, it precludes me from getting another mortgage for 7 years instead or 3-4.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92879
Submitted Via: Web
Date Sent: 2018-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Follow up on complaints # XXXX & XXXX. As noted in previous complaint, called back SLS on XX/XX/XXXX ( at XXXX XXXX ), the date we were told our reinstatement quote would be ready. Spoke with XXXX ... transferred call. Spoke with XXXX ... transferred call. Spoke with XXXX ... put on hold because computers were not operating well & were slow. Transferred to Customer Assistance Dept. They told us they could not give us a quote over the phone despite the fact that they said we could get a phone quote on our previous call. We asked for Executive Services to get the quote, and they told us that they wouldn't transfer the call because there was no reason for us to speak with Executive Service. We insisted, they refused. Spent well over an hour on the phone, or on hold. Called back same day ( XX/XX/XXXX, XXXX XXXX ). Spoke with XXXX who transferred us to another department. No one picked up, and 25 minutes after being on hold, XXXX picked up the line. She message a customer service associate for a quote. Said they would fax it to us that day. And told us to email & send letter so that they could contact our homeowners insurance to have our policy reistated after our payments got up to date. Never received fax. But we did email & send insurance letter. Called back again on XX/XX/XXXX at XXXX XXXX. Asked for Executive Services. Spoke with XXXX ... transferred call to Customer Resolution. Spoke with XXXX ... transferred us to another department. Spoke with XXXX, who told us computers weren't working well. We asked for supervisor & he told us that he'd have one call us back. We told him NO ONE has EVER returned a call to us from SLS, and we would hold. XXXX apologized for the issue & noted that they had just had a meeting to discuss issues with getting a reinstatement quote & they were going to fix the " glitch '' by end-of-business today ( XX/XX/XXXX ) ... He said supervisor would call us back .... Never got call. Called back same day ( XX/XX/XXXX ) at XXXX XXXX. Asked for Executive Services to get reinstatement quote. Spoke with XXXX ... we told her that the quote was supposed to be ready yesterday. She transferred the call to XXXX. We had to repeat the loan number to her 4 times before she finally got it. She told us that they were running 24 hours behind ... We told her that we need this NOW, so that we can make sure our insurance doesn't cancel. She said the quote would be ready tomorrow. Called back XX/XX/XXXX, spoke with XXXX in Customer Resolutions and asked for our reinstatement quote. Transferred to XXXX, put on hold. Transferred to XXXX, who rudely told us there was no documentation for the request, but we were sent a previous reinstatement that should have been paid ... this was the reinstatement that arrived on a holiday weekend and lapsed on Monday ( a federal holiday, banks closed ). We explained this to her, but she insisted that we had a day to pay for it ... Very rude, would not listen. She told us that the quote would be ready tomorrow. Called back on XX/XX/XXXX & spoke with XXXX & requested reinstatement quote. He transferred us to the Executive Services Team. We told him that we had been promised reinstatement quotes on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX by end of day and XX/XX/XXXX. They hung up on us after being on hold for 45 minutes. Called back that day XX/XX/XXXX, spoke with XXXX. He said it would be generated and ready today, and would be faxed. Asked us to call back at XXXX XXXX to check on quote. That is where we currently stand ... another week of incompetence & delays ... AND no quotes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: As the file will indicate in the recent past we have had issues regarding the cost to reinstate in order to decide weather to do a short sale, deed in lieu or reinstate.On XX/XX/XXXXI spoke with an SLS rep indicating that we had an offer of {$220000.00}. The SLS rep said that the file was closed and she would send out another short sale package. we never received the package. On XX/XX/XXXX I spoke with XXXX at SLS requesting permission to submit a short sale offer and the reinstatement amount.she said she would fax me the reinstatement amount and did n't think there was enough time to do a short sale.Had SLS sent the application when they said they would there would have been plenty of time. As of today we have not received the promised reinstatement amount. A new request for permission to do a short sale will be sent by close of business today
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 014XX
Submitted Via: Web
Date Sent: 2018-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have a massive issue with my new servicer SPECIALIZED LOAN SERVICING, LLC They are a big scam who are trying to foreclosure on my home illegally with fraudulent practices and intent. I HAVE A SCHEDULED FORECLOSURE SALE DATE SET FOR XX/XX/XXXX. I recently had my loan transferred over from XXXX XXXX who Ive been working with to achieve a loan modification. On XX/XX/XXXX XXXX XXXX representative advised us that our loan modification packet was deemed completed and it was sent to underwriters for review and could take up to 30-days for the review. Next thing I know I receive a letter from SPECIALIZED LOAN SERVICING, LLC saying that they are the new loan servicer while I was still in the loan modification review and with no response from XXXX XXXX regarding the review. SPECIALIZED LOAN SERVICING, LLC said that they sent out their welcome letter on XX/XX/XXXX. Once I received the welcome letter I quickly put together a request for mortgage assistance forms and all necessary documentation to have a complete packet and mailed it out on XX/XX/XXXX. SPECIALIZED LOAN SERVICING, LLC said they have received all my documents on XX/XX/XXXX. A representative at SPECIALIZED LOAN SERVICING, LLC advised us that they will not review the request for mortgage assistance due to the sale date being too close and that they would of needed 45-days prior to the sale date to be reviewed. 45-DAYS FROM XX/XX/XXXX IS XX/XX/XXXX. I was not even aware that my loan was transferred 45-days from the sale let alone given any time what so ever to have a chance to be reviewed for a loan modification. SPECIALIZED LOAN SERVICING, LLC does not care about me or my willingness to work with them and achieve a loan modification, pay my mortgage and live a quiet life for once in a very long time. SPECIALIZED LOAN SERVICING, LLC are not willing to work with us at all, they are scamming me of my chance for a loan modification. All SPECIALIZED LOAN SERVICING, LLC want to do is sell my home. I feel like XXXX XXXX and SPECIALIZED LOAN SERVICING, LLC strategically transferred the loan so that the time frame would put us in a 45-day before sale bracket and not allow us even a shot at a review. This was done to just sell my home away. On XX/XX/XXXX I was in review with XXXX XXXX. On XX/XX/XXXX I received a welcome letter from SPECIALIZED LOAN SERVICING, LLC. On XX/XX/XXXX I mailed out my loan modification request for mortgage assistance packet. On XX/XX/XXXX SPECIALIZED LOAN SERVICING, LLC received my loan modification request for mortgage assistance packet. On XX/XX/XXXX is my foreclosure sale date. If SPECIALIZED LOAN SERVICING, LLC continues to foreclose on my property they will be in violation of the CALIFORNIA HOME OWNERS BILL OF RIGHT ACT and definitely other laws for wrongful foreclosure.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95843
Submitted Via: Web
Date Sent: 2018-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My home is in foreclosure. I am working with Specialized Loan Servicing. I submitted a request for modification through XXXX, XXXX XXXX XXXX XXXX XXXX. XXXX has not been active as an advocate for me to get relief from SLS. On XX/XX/XXXX I received a letter from SLS indicating they want a letter of explanation. This followed a request for a copy of my pension documents from the XXXX XXXX XXXX County, Maryland. The requester was XXXX XXXX, ID # XXXX. All of this information was to help them modify my loan to a point I can make the monthly payment. Just a few days later, before I was able to submit a letter of explanation I received a letter from XXXX XXXX ID # XXXX, dated XX/XX/XXXX ( just 4 days ) indicating my loan was modified and my trial payments were {$1500.00}. This is the same modification that was offered to me in XX/XX/XXXX. I talked with XXXX XXXX then and told her I could not make that payment due to my fixed income. I am XXXX and receive a Social Security check for {$1800.00} a month and a pension check for {$430.00}. This pension is based on my being a Volunteer XXXX XXXX XXXX for 43 years. I told XXXX XXXX in XXXX I could not afford the monthly payment and needed it to be around {$1000.00} a month. Notwithstanding she sent the same modification out so I can not afford it and they will take my home. She did not reference any of the documents sent to them by XXXX wherein I requested the lower payment. Furthermore they made their decision before I was able to send the letter into XXXX XXXX. In my opinion they are bargaining in bad faith, knowing I can not afford their modification. I have lived in my home since XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 207XX
Submitted Via: Web
Date Sent: 2018-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My wife and I purchased a home in XX/XX/XXXX. We had a great experience with our mortgage broker. As is common, shortly after the close of the sale, the mortgage was sold to XXXX XXXX XXXX ( SLS ). That 's where everything went downhill. When we got our loan, we were told by our mortgage broker that our PITI would be {$4400.00} per month since we chose to escrow for taxes and insurance ( we did n't have to since our downpayment was significant ). For some reason, SLS was billing us too little ( I do n't recall the exact amount but is was about {$1000.00} less than what we were paying ). Regardless, we continued paying {$4400.00} every single month. After several months, I contacted SLS and said that something was wrong with their billing and that they needed to review their billing. Nothing changed. I contacted SLS once again in the Spring of XXXX ( do n't recall the date ). They finally took action and were supposed to have fixed everything. They finally realized that our PITI should have been {$4200.00} - which is still more than {$200.00} less than what we faithfully paid every single month and on time. They even sent us a check for an escrow overage of {$1100.00} after they supposedly fixed everything. Then, starting in around XX/XX/XXXX, they starting sending bills stating that our account was delinquent! How can this be when we overpaid every month and they even sent us a check for the overage?! I contacted our original mortgage broker about the issue in XXXX and he had someone in his company contact SLS on our behalf. We were told that SLS would be contacting us. That never happened! Finally, on XX/XX/XXXX, I sent SLS a letter detailing the issues from the inception of the loan. Shortly thereafter, I received another statement from them stating that they were trying to collect a debt - to the amount of {$4100.00}! My wife noticed a substantial decline in her stellar credit rating which is absolutely ridiculous. And, they are charing us late charges! How can this be when we were NEVER late and we were OVERPAYING?! On XX/XX/XXXX, I called SLS and spent an hour on the phone with 3 individuals. First, I spoke with a gentleman named XXXX. After several minutes of researching our account, he found an error in XX/XX/XXXX where they ( SLS ) made a mistake and misapplied {$3600.00}. In fact, considering that we had been still overpaying each month, with the late charges and this amount, we were still overpaid in our account. I asked XXXX to remove the late charges and he said that someone else would need to do that. Then, I was transferred to XXXX ( not sure of spelling ). I explained the situation to him and he said that he did n't have the authority to reverse the late charges, but would present the case to those who could and said that it should n't be a problem and it should be corrected in 2 business days. I asked him about fixing our credit rating and he said that this was handled by another department. When I was transferred this time, I got to speak with XXXX. I explained our issues AGAIN and she was very nice and promised me that I would receive a call the very next day. That would have been XX/XX/XXXX and I am still awaiting that call. I did finally get a response to my letter of XX/XX/XXXX, supposedly written on XX/XX/XXXX, although we did n't receive it until several weeks later. All they said was that they received our letter, would investigate and respond in writing in the time permitted by state and/or federal timeframes. As of today, XX/XX/XXXX, we have not received their findings. Apparently, my conversation with XXXX was fruitless as I got another bill dated XX/XX/XXXX for {$8200.00} - {$4000.00} more than what our PITI should be! This company is incompetent, irresponsible and has damaged our credit by their continual mistakes. We are held hostage by them now that they own our mortgage. Other than refinancing, there is nothing that we can do. We would appreciate your assistance in this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92677
Submitted Via: Web
Date Sent: 2018-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-19
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XXXX XXXX XXXX, a division of XXXX XXXX XXXX, XXXX ( XXXX ) was the original servicer of XXXX XXXX loan. In XX/XX/XXXX, XXXX XXXX, facing foreclosure scheduled for XX/XX/XXXX, as to his personal residence, submitted a HAMP loan modification application to XXXX XXXX XXXX. On XX/XX/XXXX, XXXX acknowledged receipt of the HAMP loan application. XXXX requested additional documents from XXXX XXXX. On XX/XX/XXXX, our office notified XXXX that we were the authorized representative for XXXX XXXX and submitted the requested additional documents on behalf of XXXX XXXX. On XX/XX/XXXX, XXXX confirmed our authorization as representative. A signed confirmation was returned to XXXX on XX/XX/XXXX. Thereafter, our office served as the single point of contact. Despite XXXX confirmation that our office was the authorized representative and single point of contact XXXX ignored cease and desist demands and continued to contact both our office and XXXX XXXX directly. Thereafter, XXXX requested additional bank statements to be submitted by an XX/XX/XXXX deadline. Documents were submitted on XX/XX/XXXX. Despite the timely submission, XXXX denied the loan modification application stating they did not receive a complete application for a modification from you before midnight on the seventh ( 7th ) business day prior to the scheduled foreclosure sale date of the property. Upon disputing the untimeliness decision, XXXX agreed to review the matter and postponed foreclosure. Additional documents were requested, including P & L statements, paystubs, tax returns, etc. XXXX XXXX complied with such requests. Citing untimeliness ( of which our client categorically denies ), XXXX requested XXXX XXXX submit a second HAMP loan modification. XXXX XXXX complied and the new application was timely submitted on XX/XX/XXXX. Upon receipt of the RMA, XXXX claimed that the documents submitted were illegible and therefore the RMA was untimely. Despite our office serving as the authorized representative and single point of contact no notice of illegibility was provided. On XX/XX/XXXX, our office sent a notice of dispute regarding denial of the second HAMP loan modification. After endless changes in customer contact managers, documents requests, and providing those requests in a timely manner, in XX/XX/XXXX, XXXX request resubmission of a third RMA application citing XXXX XXXX failure to state the city and state of his residence and HOA fees were missing! ( XXXX XXXX denies as the HAMP loan application and all previous documents clearly stated his address, city, and state as well providing documentation as to the HOA ). Pursuant to XXXX request to submit a new RMA application on XX/XX/XXXX XXXX XXXX submitted a third HAMP loan application with documentation. As before, upon submission XXXX responded with numerous excuses while rejecting documents. On XX/XX/XXXX, XXXX purportedly denied a modification under the Home Affordable Modification Program ( HAMP ) stating that XXXX XXXX was unqualified citing in performing our underwriting of a potential modification we could not reduce your principal and interest payment by at least 10 %. Additionally, XXXX reasoned that the NPV input value did not qualify. However, and most importantly, XXXX invited XXXX XXXX to provide written evidence that one or more of the NPV values was incorrect. Our office timely appealed the NPV input value calculation. No decision was provided by XXXX XXXX as to XXXX XXXX response to the NPV input value calculation. Instead of providing any response, XXXX notified XXXX XXXX directly ( ignoring our office authorized representative and single point of contact ) stating that they were no longer servicing XXXX XXXX loan and any further requests for assistance would have to be directed to Specialized Loan Servicing, LLC ( SLS ). Effective XX/XX/XXXX, Specialized Loan Servicing, LLC was to be the new servicer of XXXX XXXX loan. At no time did SLS did communicate with our office as to any change in servicing of the XXXX XXXX loan. It was not until a foreclosure notice was taped to XXXX XXXX residence on XX/XX/XXXX that our office became officially aware that SLS was, in fact, the new servicer. Despite our office serving as authorized representative and single point of contact, no notice was provided. Facing repeated denials of HAMP loan modifications and numerous threats of foreclosures, XXXX XXXX, on or about XX/XX/XXXX, filed a lawsuit in XXXX County Superior Court, XXXX XXXX v. Specialized Loan Servicing, LLC, et al. case no. : XXXX. Upon filing of the lawsuit, SLS counsel stated that if they were to drop the lawsuit, a loan modification would be approved. In reliance upon SLS counsels representation, three ( 3 ) trial monthly payments were timely submitted on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Despite having made the three ( 3 ) trial payments, XXXX XXXX HAMP loan modification was rejected. This time, SLS reasoned that XXXX XXXX failed to timely respond citing that the first trial payment was written from credit card check rather than a personal bank account check. XXXX XXXX will testify that he was never aware of the returned first trial payment check as it was sent to an outdated address of his litigation counsel. Two additional HAMP loan applications have been submitted in XX/XX/XXXX and XX/XX/XXXX. To date, our office has received no acknowledgement of either loan application submissions. Having been ignored, XXXX XXXX respectfully requests Consumer Federal Protection Bureau ( CFPB ) for assistance in investigating this matter and ultimately receiving a HAMP loan modification for his residence.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92780
Submitted Via: Web
Date Sent: 2018-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A