Date Received: 2018-01-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is a follow-up to previous complaint # XXXX against Specialized Loan Servicing, LLC. After over a month of trying to get the amount due to reinstate our mortgage, we finally thought we were making progress. However, more obstacles were put up by SLS. On XXXX/XXXX/XXXX ( Saturday afternoon ), we received a letter in the mail from SLS giving us the payoff amount to reinstate our mortgage. The date on the letter was XXXX/XXXX/XXXX, the postmark on the envelope was XXXX/XXXX/XXXX ( meaning the letter was held for a full week before mailing ). The expiration date on the payoff was XXXX/XXXX/XXXX ( a national holiday ). This made it impossible for us to wire the payment on time, as the banks were closed during this entire amount of time. ( payoff statement attached ) Then, on XXXX/XXXX/XXXX, we received an email from XXXX XXXX XXXX ( representing SLS ). This email had a completely different reinstatement payoff amount ( and to them, instead of SLS ), but the payoff expiration was for the VERY SAME DAY ( XXXX/XXXX/XXXX ). We immediately called XXXX XXXX XXXX to get the correct payment amount, so that we could immediately get to the bank and make payment ... XXXX told us not to make the payment until he got back to us with the correct amount ... He never got back to us. ( emailed payoff statement attached ) On XXXX/XXXX/XXXX we called XXXX XXXX XXXX, but they did not have any new information. On XXXX/XXXX/XXXX we called XXXX XXXX XXXX to again attempt to get payoff amount. Talked with XXXX who told us that the expiration date had passed, payment would not be accepted. She said she would contact SLS to get approval despite date. She emailed SLS multiple times, but did not get a response. She said she 'd get back to us. Same day ( XXXX/XXXX/XXXX ) we called XXXX. Spoke with XXXX, who transferred the call to Customer Resolution. They transferred us to XXXX, who told us he would figure it out ... Put on hold ... He came back and confirmed our information, then put on hold again for nearly an hour. Transferred multiple times before speaking with XXXX. He said he had no idea what to do. Transferred call to Executive Service Team and put on hold for another XXXX mins. Finally spoke with XXXX, who agreed that the expiration date on the payoff was too short. She transferred us to another department for another reinstatement quote. Spoke with XXXX, again put on hold for XXXX mins. while he reviewed loan. Were told that a new reinstatement quote would have to be submitted. We were told that the new quote would be available on XXXX/XXXX/XXXX, and that they would mail it. We were also told that if we called on XXXX/XXXX/XXXX, we could get amount over the phone. We will call back on XXXX/XXXX/XXXX. PLEASE HELP US! This endless cycle is now beginning again. When we call back on XXXX/XXXX/XXXX, we assume, like last month, we will not be able to get a correct amount, and by the time we do, it will be too late. We can only assume at this point that SLS is purposely delaying and planning on assigning a foreclosure date. We have never seen such a level of deceit and/or ineptitude. We have spent countless hours on the phone. We are staying diligent, trying to save our home, but can only assume that others going through what we are, could be giving up all hope. I have attached the quotes from both XXXX XXXX XXXX XXXX SLS..
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22554
Submitted Via: Web
Date Sent: 2018-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Specialized Loan Servicing, LLC ( SLS ) provided a single point of contact ( poc ) for all communications in resolving late payments on my 2nd mortgage. When I asked for a forbearance on the loan while I worked out the details, the single poc ignored the request. Sometime later, SLS acknowledged that the company received the request but did not act on it instead insisting on my mailing the request to another address. By then it was too late. The poc was never available and did not return phone calls. Often, I was left on hold for up to an hour before being cut off. The company repeatedly asked for documents it already had in its possession or would not explain what they needed. I believe these shady practices were an attempt to move the 2nd mortgage to foreclosure while pretending to help. I sold the home in order to avoid foreclosure.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 920XX
Submitted Via: Web
Date Sent: 2018-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My bank ( XXXX ) account was accessed as a result of fraud. My bank closed the account but neglected to move the automatic payments to the new account. one mortgage payment ( specialised loan servicing ) was late. The bank issued a letter acknowledging the problem and admitting fault. The company refused to take this into account and adjust the report to the credit agencies.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 950XX
Submitted Via: Web
Date Sent: 2018-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage servicer, SLS ( Specialized Loan Servicing ), continually fails to mail adjustment notices for my ARM mortgage. Since they took over the servicing of my loan, I have not received a single adjustment notice without first calling and demanding that they send it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: OnXX/XX/XXXXThe Bank of New York filed a MOTION FOR DEFAULT against me and several other entities ( non of which reside or co-own my homestead property in Florida ). Since then, I have made several ignored requests for a modification, reduction in monthly payment or an opportunity to short sell. For clarification, my mortgage payment ( When the loan belong to Bank XXXX XXXX ) increased by {$1200.00} for lender placed insurance inadvertently placed on my account because at the time I had coverage. XXXX My payment went from {$1600.00} to {$2900.00} ) To avoid foreclosure I was approved for a grant ( XXXX XXXX XXXX ) that paid the escalated about for 8 months, during which I hoped I would be granted a modification or the ability to short sell. I do n't believe The XXXX XXXX XXXX XXXX is giving me a fair opportunity to keep my home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33023
Submitted Via: Web
Date Sent: 2018-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was transferred by XXXX XXXX to XXXX on XX/XX/XXXX. I had a bi-weekly partial payment plan set up with XXXX XXXX to ensure a balanced budget, payments received before due date, and allowed for a few extra principal payments a couple times a year towards the principal. Our monthly mortgage payment is {$460.00}, I set up Electronic Transfers directly from my bank to XXXX for {$230.00} on a bi-weekly basis. Those payments have gone into a unapplied funds account until they receive the total, which they then reverse and apply to the monthly mortgage. They told me they will not continue and that they will reject the payment from my bank. A supervisor told me that I needed to send a full payment once a month, that I should transfer money to a different account and then send them the monthly payment when it is due. He continued to tell me that I am not making the monthly mortgage payment because they only receive partial payments. I had this set up because I am currently going through XXXX XXXX and treatments. I do not have to physically make sure the bill is paid. I have been doing this with XXXX XXXX for the last year-and-a half. For example : my bank withdrew {$230.00} on XX/XX/XXXX and will withdraw {$230.00} on XX/XX/XXXX, both of these amounts are towards the mortgage payment of {$460.00} due on XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 61604
Submitted Via: Web
Date Sent: 2018-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The initial mortgage started effective XX/XX/XXXX, after 2 months with XXXX XXXX the note was sold to XXXX XXXX. XXXX XXXX determined a monthly mortgage payment of {$910.00} including es-crowed taxes and insurance for a 30 year loan on principal of {$120000.00} with fixed interest of XXXX. XXXX XXXX sold the note to Specialized Loan Servicing ( SLS ) during XX/XX/XXXX. SLS notified me on XX/XX/XXXX that the loan had accrued a shortage of {$10000.00} that resulted in a new monthly payment of {$2100.00} until the shortage adjustment was recouped. On XX/XX/XXXX SLS notified me that per recalculation the new monthly payment would be {$1700.00} as the shortage was determined to be {$5300.00}. I was told by phone that I would be requires to pay this new monthly amount for the next 12 months. As I have indicated the payment went from {$910.00} to {$1700.00} without any means of recourse or option to repay over a longer term. The annual escrow increase from XX/XX/XXXX to XX/XX/XXXX for taxes and insurance amounted to {$72.00}. The action I find necessary is for SLS to clearly explain the shortage calculation as well as their denial of my request to lengthen the term allowed to repay the correct shortage amount.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: RI
Zip: 02889
Submitted Via: Web
Date Sent: 2018-01-12
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2018-01-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Regarding Specialized Loan Servicing, LLC ( SLS ). First, some background on our situation. We fell behind on our Mortgage payments due to a medical hardship. My wife is getting XXXX treatment for XXXX ( her second XXXX in 2 years ), and three XXXX over the last 4 years. We got to the point that we were five months behind on our mortgage payments, so we applied for a mortgage re-modification due to this medical hardship & were denied. We began saving money so that we could pay off the amount due, and as we did, we decided that we should start sending payments in as we collected. We made a payment equal to XXXX months mortgage in late XX/XX/XXXX, however SLS did not deposit the check. On XX/XX/XXXX, we called SLS to ask why the previous check was not deposited, and to get our total amount due, as we had saved enough money to get our loan payments caught up. Talked to XXXX ( # XXXX ) who told us that the mortgage had gone into foreclosure on XX/XX/XXXX. However, we had received NO notification of this via mail, or any other contact. Transferred to XXXX, wrong dept., transferred to XXXX, who transferred us to XXXX ... He told us that they are required to give us a 30 day notice ( which they did not ), and that we could request a 30 day extension, giving us time to get our payments caught up, and to send that request to XXXX, and call back in 2 days for the total amount due and payment arrangements. We did just that, AND, requested a return email confirmation ... that confirmation never came. On XX/XX/XXXX, called back back 2 days later as requested, first spoke with XXXX, who transferred us to customer resolution department. XXXX with XXXX, who put us on hold again, then transferred us to XXXX. XXXX said that they received email, but did not have a quote ready for us ... Asked us to call back on Monday, XX/XX/XXXX. On XX/XX/XXXX, called back as requested. Spoke with XXXX ( # XXXX ), put us on hold, then transferred us to customer resolution department. Told us the new target date for them to get amount to bring our mortgage current was XX/XX/XXXX. They also told us that there would be foreclosure fees due, but they would not become payable until the end of the loan. On XX/XX/XXXX, we called back as requested. Spoke with XXXX ( # XXXX ). She transferred us to customer resolution. Spoke with XXXX, who transferred us to customer assistance, where we spoke with XXXX. XXXX told us that nothing could be found in the system regarding our requests. He asked to to AGAIN, to email the request for 30 day extension ( which we did ), and call back on XX/XX/XXXX. On XX/XX/XXXX, we called back as requested to ask for our reinstatement quote. Spoke with XXXX, who told us there was nothing in their system showing anything was uploaded to customer resolution. Transferred us to XXXX, who put us on hold, before transferring us to XXXX. She said she would escalate it to management, and that we would hear back in 2-3 hours. Never heard back. On XX/XX/XXXX, we called back, once again, hoping to get our reinstatement quote. Spoke with XXXX, who put us on hold before transferring the call to XXXX in customer service. We were then transferred to XXXX in the recovery department. XXXX then transferred us to XXXX, who told us that our request for reinstatement was now outdated. He did give us the amount due on our mortgage ( XXXX ), but told us that there was more due because of the fees the law firm handling the foreclosure would be charging us. We were told the fees should be inexpensive, because there was no foreclosure date set. He told us they were likely just a couple hundred dollars, but could be higher. We asked where we could get the total amount, and he asked us to call XXXX XXXX XXXX for the total. Same day, XX/XX/XXXX, we called XXXX XXXX XXXX. They told us that a quote would be in in 3-4 days and that it would be in an email from either XXXX XXXX or XXXX XXXX .... NEVER received email. On XX/XX/XXXX, called SLS to let them know we never received a quote from them, or XXXX XXXX XXXX. XXXX told us that they never received a quote from XXXX XXXX XXXX & that he would escalate our case to management, and that we would hear back by email no later that XXXX pm .... Never received email. On XX/XX/XXXX called SLS. Spoke with XXXX AGAIN. He told us we would receive the quote TODAY .... Never received. On XX/XX/XXXX called XXXX XXXX XXXX. XXXX with XXXX, who told us he would file a complaint & forward it to management & supervisor. On XX/XX/XXXX called XXXX XXXX XXXX. XXXX with XXXX. Gave her all the information from past calls. XXXX filed another complaint. In addition, last week, we received a letter from our insurance company, telling us they were cancelling our policy on XX/XX/XXXX, since we no longer have vested interest in our home. We are now on the phone with SLS again ... We believe they are intentionally delaying the process so we just give up, and they can foreclose on our house. We are at our wits end, but are not about to give up this fight, as we try to save our house during this difficult time. Not only would we like to get this resolved, we think it 's important that SLS is investigated. We need the CFPB 's help in resolving this matter. We are also concerned that even if/when this is resolved, SLS will not " flag '' the foreclosure & will go forward with the foreclosure anyways ... they are truly that inept. Should we hire a lawyer? I 'm sure we are not the only ones going through this with SLS, and it 's heartbreaking to think people are losing their homes due to SLS 's ineptitude and intentional delays. Please advise.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22554
Submitted Via: Web
Date Sent: 2018-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our loan was recently sold to a new company which outsources its servicing to Specialized Loan Servicing, LLC. Since the transfer the customer service is awful and they have not been able to provide us with the ability to obtain Checks to use against our Home Accelerator Line and our monthly statements fail to provide any specific information on who or what entity is pulling money out of our account which prevents us from reviewing for any fraudulent activity or identity theft which is a huge concern in this financial environnment. The basic information needed on an a monthly account statement for any sort of bank reconciliation is missing. Its seems as if the financial insinuations do n't want to comply with regulations so they are outsourcing to this company which seems to be inadequate in providing the very basic information to consumers to properly monitor the withdrawals and payments of equity lines and loans. They fail to provide any detailed account information showing where any of our monthly payments to the loans have been applied. I assume they are required to comply with the minimum disclosures and fraud prevention as a servicing company but have told us they do n't have any resolution at this point. There also seems to be hundreds of complaints on line about the servicing and payment allocations of this company and I am concerned that we will also be subject to similar violations.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 902XX
Submitted Via: Web
Date Sent: 2018-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: SLS took over as loan servicing for our HELOC in XX/XX/XXXX. This is our second complaint with them. To date, they have not resolved this situation and in fact the situation has gotten even worse. After going through all payments, I discovered that the account number was off by one. I forwarded the information to them, as they have accepted payment anyway, corrected the account number on our bill pay service and have been submitting payments under the corrected account number. They have since refunded all monies submitted under that number. I also sent all documentation into the company per the previous complaint and they have taken no action or been in communication since their initial response letting me know that hey had received my correspondence. I request that this gets handled immediate, that all funds that I have paid to them be credited to my account and all future payments be credited immediately to my account. I also expect that nothing will be reported derogatorily to the credit agencies regarding this matter. Here is a copy of the latest e-mail that I have sent to them, without any resolution to this matter that was sent to them on XX/XX/XXXX Cc: XXXX XXXX Content-Type: multipart/mixed; boundary="XXXX" --XXXX Content-Type: multipart/alternative; boundary="XXXX" --XXXX Content-Type: text/plain; charset="XXXX"; format=flowed; delsp=yes Good Afternoon, Please see the attached summary of this account and the bank statements for proof of payment for the above referenced loan. I have outlined each payment on each statement for your reference. As you can see, there has been 2 payments, one for the regular payment due on this account and one towards principal only, each month since SLS has taken over the servicing of this account in XX/XX/XXXX In researching these payments to resolve this discrepancy between your records and mine, I have found a possible error in the payments to SLS. It is possible that payments have been submitted by our bank bill pay system to an incorrect SLS account number: XXXX. The correct account number is XXXX. In my experience with SLS, this problem could have easily been solved in XX/XX/XXXX has customer service representatives been better informed with the facts at hand. I have cc'd my attorney, XXXX XXXX XXXX, on this correspondence. It is with my permission that you are able to speak with him with this matter should the need arise. I look forward to the payments I have made to SLS being correctly credited to my account immediately and to the hasty resolution of this matter. Thank you XXXX XXXX (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: 90046
Submitted Via: Web
Date Sent: 2018-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A