Date Received: 2017-09-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX I filed for divorce. My ex-husband moved out of the home and left me with the financial burden of paying the mortgage on my own. I was unable to keep up with the mortgage payments on my own, causing me to fall behind. My ex was not willing to cooperate with applying for a loan modification or provide any assistance or paperwork to help with resolving the debt. Rather than giving up, I furthered my career with the hopes that I would make enough money to resolve the arrears and debt. By XXXX I had doubled my income and decided to file a XXXX XXXX Bankruptcy which would allow me to pay back the arrears while making my regular mortgage payments every month and I could keep my home. In the fall of XXXX my ex-husband passed away. His sudden death provided me with the ability to apply for the loan modification without his approval, as I am now the only borrower on the loan. I began this process in XXXX of XXXX. Since XXXX, this company has only delayed and prolonged the process as they have with all the other complaints filed against them. It is an ongoing issue that the Attorney General, and Division of Banks continues to allow them to take advantage of the loop holes in the HAMP Program only to maximize their profits. This program gives homeowners false hope. The banks have no intention of helping the homeowners with their loans. They stonewall, delay, and prolong the process to the point where people eventually go into foreclosure or simply give up on their home. After countless follow ups, phone calls, and sending documents repeatedly, I was finally told that I was denied a loan modification. The reason is still unclear and changes. The letter I finally received after demanding it multiple times, only stated that they were unable to create an affordable payment plan equal to 31 % of my gross income without changing the terms of my loan. The customer service representatives are unqualified and unable to assist with anything regarding your loan other than accepting payments. When asking for a supervisor they advise me that a representative will call back in 2 business days. They fail to return calls and the representative is also unable to adequately answer questions or provide information that is accurate. My most recent conversation with this representative was over a month ago where I was told my application was denied because they felt I do not make enough money to qualify me for the loan modification, and that I would need to make 20 % more. I find this discriminatory since I now make more money than my ex-husband and I did combined when we were approved the loan in XXXX. Between the mortgage payments and the bankruptcy payments, I pay {$3900.00} per month toward a loan with a principle balance of $ XXXX. To state that a loan modification is not affordable is doubtful and an inept excuse for declination. This leads me to believe that the person reviewing my information is unqualified and can not adequately review loan modification applications. I 'm sure there are excessive fees involved too, but they will not provide me with a statement. As a result of that response I took it upon myself to provide the company with the excel matrix provided by the FDIC to show them that I do in fact qualify. Other factors considered in my declination is the home value used in the decision. Per the HAMP Guidelines, the property valuation being used can not be over 60 days old. I was informed by the representative that the value being used was actually over 6 months old. The company has also repeatedly asked for documents they already have on file. Requested information from me that is not required for my loan modification approval, such as my ex 's will that does not exist. Advising me that the LTV was a part of the reason for my denial, although the guidelines state that there is no minimum or maximum LTV Ratio for eligibility purposes. All I am asking for is for the bank to modify the loan so the arrears can be reallocated, and I will have one mortgage payment a month without having to pay an extra {$1900.00} per month to the Bankruptcy Trustee which is not feasible. I clearly make enough money to pay the mortgage on my own, but they are purposely forcing me into foreclosure. I My personal life, career and mental health have also been affected by this unjust and prejudiced process. I am now pleading for help in resolving my case.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 01960
Submitted Via: Web
Date Sent: 2017-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I submitted a complaint to the CFBP back in early XX/XX/XXXX hoping it would quickly resolve the issue ( see Complaint XXXX ). This is an on going issue dating back to XX/XX/XXXX. It has NOT been resolved and now going on XX/XX/XXXX. I have placed five ( 5 ) calls into the company since the closing on the last complaint in hope to resolve. This is in addition to the nearly countless calls over the last six ( 6 ) 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, GNMA, 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 80 % 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 XX/XX/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 XX/XX/XXXX. OnXX/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 XX/XX/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.
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: 2017-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: - call on XXXX/XXXX/XXXX to SLS to request my escrow account be deleted as I 'd like to pay the taxes and insurance myself - was told at that house was at 82 % debt ratio and the escrow could not be removed until it hit 80 %. I asked many questions and the representative hung up on me after being on the phone with them for 20 plus minutes - second call to SLS on XXXX/XXXX/XXXX. i again requested the my escrow be deleted. This representative again informed be that the escrow could not be deleted but said i could request my house be reappraised and that should take care of the situation and i could then have the escrow account removed. At that time I requested my house be reappraised and was given an email address to send that request to as they informed me that i could not make my request via phone. I was also told the reappraisal process will take 15 days to complete. I sent an email to the address given on XXXX/XXXX/XXXX to request the reappraisal take place. - third call to SLS on XXXX/XXXX/XXXX to follow-up on the reappraisal. the representative told me that she could see the request for the reappraisal but would give my no other info. i asked her about the removal of the escrow account and she said it was declined - XXXX/XXXX/XXXX i called my county to have them bill be directly for taxes, and insurance to have them bill me direct. both acknowledge and made the appropriate changes. - forth call to SLS on XXXX/XXXX/XXXX - called to inform SLS that i had contacted my county and insurance to have them bill me directly and both complied. They said fine at that time and said the escrow account would be deleted and updated by XXXX/XXXX/XXXX. - fifth call to SLS on XXXX/XXXX/XXXX - called to reverify that my escrow account had been deleted and i was given correct info. the representative that i spoke to acknowledged that my escrow account was deleted and the account would be updated by XXXX/XXXX/XXXX - received a letter via mail from SLS stating my request for an appraisal was sent to the wrong area and was denied. That i would need to hand write and send via mail to a PO Box . This was done even though i followed the process the representative told me to follow to request the reappraisal, which was send an email to XXXX.XXXXXXXXXXXX.XXXX - sixth call to SLS on XXXX/XXXX/XXXX to question the mailer received on XXXX/XXXX/XXXX. Representative stated the mailer was sent to advise me of the appraisal request. I simply would like my house reappraised and my escrow to be deleted. SLS has my house appraised at XXXX, and my county has it appraised at XXXX. Appraised at XXXX I 'm well out of the guidelines. Couple things to note : when i originated this loan i selected that the escrow account be added, it was not forced. Since my loan has been sold. Lastly i will state that the only reason that i want my escrow account cancelled is because SLS has a {$900.00} cushion built in my escrow account, and i do n't want them hanging onto my money when i could put it to better use. I have s credit score of over XXXX and should be allowed to cancel my escrow when i want as i selected to set it up. Please help! Company name is : SLS XXXX XXXX XXXX XXXX XXXX XXXX XXXX, C ) XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43040
Submitted Via: Web
Date Sent: 2017-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This relates to my previous complaint number XXXX, to which the mortgage servicer ( SLS ) responded in pertinent part as follows : " SLS has investigated the matter and determined an error in the submission of funds to XXXX XXXX after disbursement. To ensure correction of the situation, as of XXXX XXXX, XXXX, we have issued a refund to you in the amount of {$140.00}, which includes principal and interest. Refunds to the escrow account in the amount of {$1900.00} and {$1800.00} have also been applied, less any balances in the escrow account. '' The refunds to my escrow account described in the response letter have not been made. I am still out {$1900.00} in property taxes that SLS failed to pay on my behalf as promised under the terms of my mortgage ( apparently due to an unspecified " error in submission of funds to XXXX XXXX after disbursement '' ), and associated penalties. After receiving the response, I spent the better part of a day speaking with various SLS representatives, none of whom was able to describe whether or when the escrow credits would occur and when or how those funds, once credited, would be disbursed to me to replenish the personal funds I depleted to pay the taxes SLS failed to pay on my behalf and associated penalties. At the conclusion of my final call, an SLS representative actually had the audacity to state that the best she could do for me was offer to open a research case, despite the fact that SLS ' response letter specifically indicated that they had already researched the issue ( over the course of a couple of months ) and concluded that credits were due to my escrow account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: A few months ago, I submitted modification papers realizing that there is no guarantee to receive a modification and of course I was denied because I was told by representatives at XXXX XXXX XXXX that I am in a good place and I should remain with the deal that I have because they can not lower the interest rate any further. The funny part is that my XXXX XXXX XXXX dues have gone from {$700.00} to {$1500.00} a year, Water dues, electricity bill and my Sewage dues went from {$120.00} a quarter to {$270.00} a quarter all due to inflation. I am unable to pay my mortgage on time because I do not receive money until the end of the month. I wanted XXXX XXXX XXXX to change the due date from the beginning of the month to the end. Today, I spoke with a XXXX and she indicated that there are only two ways that she knew that the due date of the mortgage can change : 1.modification or 2.refinance. Clearly I was denied a modification and my credit is not good enough to refinance - what am I supposed to do? The company is unwilling to assist me any further and I am dumbfounded.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 183XX
Submitted Via: Web
Date Sent: 2017-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am an XXXX year old XXXX, applied for HARP, was told a new3 mortgage was better, refinanced in order to lower my mortgage payments. My mortgage was sold immediately and handed over to something called SLS. SLS now advises I owe an additional {$710.00} for escrow shortage and is increasing my payments to within {$100.00} of my old mortgage. At the time of refinancing I was told I would be saved {$300.00} a month. Today I received a notice from XXXX XXXX that SLS has not paid the insurance payment. I made a terrible mistake, allowing the person I dealt with to talk me into this mortgage and am overwhelmed with it. If you are able to help me with this, it will be an immeasurable kindness. Thank you for your time and attention.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: It makes me disgusting that how XXXX XXXX did what they did and government do n't do anything about them. It 's XXXX XXXX 's fault for selling my mortgage to monster SLS ( specialized loan servicing LLC ) My husband was laid off from XXXX XXXX XXXX after 10 years Them the school was closed by government and filed bankruptcy gone for ever. Now the stress of sudden job and income loss put my husbands health in a great danger and decline his been in and out of XXXX starting XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX he was a pre XXXX XXXX his also in on going physical theropy use of his hand is not an option he still need to have XXXX on his knees and other hand and shoulders so working not an option we are waiting for his state social security XXXX benefits but that takes time!!!! XXXX XXXX I was put in this situation by the employer and SLS refused to work out they should be closed and shut down they are thiefs and XXXX who do n't care about anything but taking my home I asked them for mortgage forgiveness buncha other programs according to them I am not qualified I need to know how is that possible SLS is the cause of I and my husband XXXX decline they are causing and cause of our XXXX I am not moving or give them my home I need help and I found out government is filing law suites against big banks and those XXXX and XXXX XXXX who were the cause of the fall out the financial and real state 10 years ago My mortgage is part of that I need my situation to be published and government authority see what there XXXX mortgage servicer do and take people home without do anything I like to heir an attorney and sew SLS for what they doing but I am not a celebrity or a billionear who has all the money in the world so therefore I wo n't allow these monsters to take my home .that is a promis
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: 2017-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: iin XXXX XXXX XXXX loans promised us a fixed mmortgage on {$730000.00}, and promised payments did not exceed {$2800.00}. We were willing to put down XXXX to {$240000.00} down payment however XXXX told us not to in the finance the ppurchase without telling us that they were also including a XXXX mortgage which we learned about years later. We filed the lawsuit in XXXX XXXX court as well as state courts and we been up and back and appellate courts. tthe charges have been racketeering, fraud, unfair business practices, XXXX, RESPA and other violations. In XXXX specialized loan servicing SLS, took over servicing of the loan from Bank XXXX XXXX and when we informed him of the ongoing litigation they promised to hold off any default or other activity until litigation was complete and for the 5 years we 've heard nothing from them until XXXX weeks ago they recorded notice of foreclosure without any forewarning which is a clear attempt to co-hearses to sell the home. The significant point here is that there was fraud in the origination and servicing of the loan and we are litigating that. None if SLS was willing to live up to the promises of XXXX and forgive the interests that has accrued we would be willing to modify the loan or go through some of the process to work something out however they do not appear to be interested in actually working out a solution which is going after the equity and our home. Additionally we have learned iin over 7 years of discovery and the court 's that neither Bank of XXXX or nor anyone else could produce the actual note or the holder in due course. We needed to know who the XXXX is so that we can deal directly with them to negotiate the actual loan that we were promised in XXXX and to eliminate any further fraudulent activities by these predatory servicers. SLS has presented us with documents which are falsified in that they actually are saying that they have authority to be the servicer but they were not appointed the servicer by the actual holder in due course, that is the actual noteholder. SLS in turn has falsified additional documents by substituting a trustee assignment to XXXX XXXX out of XXXX California who is working with aa foreclosure Mill firm XXXX, XXXX XXXX XXXX. SLS has been aware of the fraud since at least XXXX, and its latest actions in XXXX XXXX demonstrates that they are attempting to force us to sell so that we can satisfy the lien from the first mortgage which in turn would ccause us to lose the home which we actually do not want to sell and to which we are holding onto until the litigation is completed and a jury rules XXXX where the other for the parties. You can XXXX XXXX XXXX XXXX, XXXX XXXX XXXX and XXXX XXXX XXXX XXXX XXXX see XXXX of the reversals which have occurred in both federal and state appellate courts. wwe are back in the appellate courts and are again hopeful that we will be receiving reversals in those cases however for a noun we need for an investigation to be performed upon SLS servicing practices and particularly in this case SLS making the representation that they will not pursue any debt collection efforts during the pendency of litigation, and noun hits us with not only the notice of foreclosure but that they have been accruing interests for these years to which they had promised to suspend during the pendency of the litigation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94085
Submitted Via: Web
Date Sent: 2017-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Several attempts have been made to Specialized Loan Servicing ( SLS ) for the information regarding the second version of the Home Equity Credit Line Agreement and Disclosure Statement that shows a rubber stamp indorsement of XXXX XXXX XXXX. SLS has refused to provide me and my wife with the time or the date or the year they acquired this copy. This we believe is a violation of our rights to loan information and considering our adamant declaration that this copy is not the one signed at closing, we have incurred damages and continue to be damaged by SLS refusal to fairly communicate in any attempt for us to resolve this issue. If this violation of our rights continues and results in court costs, we will demand all our expenses to be reimbursed. UNDER CFPB CONSUMER LAWS AND REGULATIONS UDAAP We request from Specialized Loan Servicing the information pertaining to When SLS acquired this copy with rubber stamp indorsement of XXXX XXXX XXXX and from what ENTITY or PLACE or PERSONS That this COPY was received from or provided to SLS
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-14
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am in the process of refinancing my house, and currently having trouble receiving the correct pay off letter from my current loan service provider Specialized Loan Servicing LLC. When the original request was placed by XXXX XXXX ( XXXX ), the new mortage company, the Pay Off letter they received had the escrow funds applied to the principlal, as an arbitrary decision by XXXX. Since the letter was received i have called several times and requested the pay off no to be inlcuded, as this funds will be used to pay my taxes and insurance in XX/XX/XXXX and i will use as part of closing cost. On the first call XX/XX/XXXX, the XXXX representative indicated that this is their policy, and i indicated that i disagree as the Escrow money should not be commingle with principal payments. The representative review with their manager and approved the exeption. ( XXXX was the agent name ). On the second call XX/XX/XXXX, a place a tree way call including XXXX rep XXXX. The XXXX rep was unwilling to help me and hang up the call on us. Third call i requested to speak with Manager, XXXX ID XXXX, she indicated that first request was denied, which i was never told an approval was required, and that she will submit a second request. I have been contacted by XXXX that still Pay Off letter is pending an my refinance lock rate is expiring ... i really want this XXXX company to be reviewed as this seem to be a Consumer Predatory Practice. XXXX Contact : XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX CO XXXX P XXXX F XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 333XX
Submitted Via: Web
Date Sent: 2017-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A