Date Received: 2017-04-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Specialized Loan Ser vicing ( SLS ) has been notified on at lea st five se parate occasions, starting over a year ago, that I did not receive my XXXX Mortgage Interest Statement for the year XXXX . The las t two call s I made, which have occurred today and two mont hs ago, resulted in redundant information being given to me, again. The lady stated XXXX and XXXX statements were mailed, but there is no XXXX statement to send me ; that it was never generated. Today 's lady told me that I would have to contact the IRS directly to request them to send the information to SLS. This makes no sense to me. I 've received XXXX extra copies of the XXXX statement, instead of the XXXX .
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 721XX
Submitted Via: Web
Date Sent: 2017-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: When I called to ask specific questions on XX/XX/XXXX, it was extremely getting answers from the rude customer service representative named ( XXXX ). I have several questions and concerns about my mortgage. # 1 : When I received my modification agreement, I noticed that my new payment is {$1300.00} which is actually more than 31 % of my monthly gross income, and a higher amount that my mortgage payment has ever been even when it was at an adustable rate. What type of modification plan is it, and how under this plan are payments determined? Please be specific on what you used to determine this amount? Did you use my net income or my gross income? Did you even consider my hardship letter? I do not see how this plan is supposed to help me. If anything it raised my payment higher than it has ever been. Please explain. # 2 : I received a document with the modification agreement ( see attachment ( B ) ) that stated that your company will continue to report a delinquency status of the loan to credit reporting agencies even if I pay on time. This would continue to hurt my credit and disable me from refinancing in the future. Is this legal for you to do that? Can you report inaccurate information? # 3 : See attachment ( C ) and the underlined section of the letter that talks about the payment of taxes, and insurance. Be reminded that my taxes and insurance has always been included in my payment since the purchasing of my home in XX/XX/XXXX. Please explain? # 4 : Attachment ( s ) ( D ) are my bank statements which shows my mortgage payments that were paid to XXXX XXXX XXXX ( XXXX ) in XX/XX/XXXX, and all payments were accepted by ( XXXX ) .The documents shows ten payments made in XX/XX/XXXX, and there are twelve months in a year. How did you determine that I was behind as much as XXXX. See attachment ( G ) dated XX/XX/XXXX. My payment each month was {$1300.00}. How much interest was being added to accumulate up to this amount? Be reminded that monies for my taxes and insurance are included in my monthly payment. # 5 : Also, see attachment ( H ) which states that I 'm delinquent {$8200.00} datedXX/XX/XXXX. How much interest & for what months? Please be explicit on hownyou derived at these amounts, and do not just send a bill with just numbers. Please explain. # 6 : ( See attachment ( E ) : I attempted to start sending payments in XX/XX/XXXX & to be exact ; I sent in a payment in the amount of {$1300.00}, but it was returned stating that your company ( SLS ) refused to accept my payment. At this time, I had not filed for a modification, and you were able to start collecting payments from me at this time. When I called on XX/XX/XXXX on three-way call to you with the help of XXXX XXXX who is a representative of XXXX XXXX. XXXX XXXX and I talked to your customer service representative by the name of ( XXXX ) is what he told us. XXXX XXXX XXXX asked XXXX XXXX XXXX about why did your company refuse to accept my payment, and he said that he did not have an answer for that. Also, I asked him about the delinquent amounts, and expressed that I had made ten payments in XX/XX/XXXX, and did not see how I was behind for the amounts stated on bills sent to me. XXXX asked if I could fax copies of my bank statements to verify those payments and on that exact day ; I faxed my bank statements to him to the fax # XXXX XXXX ). ( See attachment ( s ) ( D ). # 7 : Lastly, I called on XX/XX/XXXX, to inquire about my modification plan and my new mortagage payment and spoke with someone named ( XXXX ). I asked her if this plan was the only available plan that ( SLS ) to help homeowners get a more affordable mortgage payment. ( XXXX ) sarcatically stated that the company ( SLS ) did not have any government plans to offer me. I immediately said to her that I never asked her for any government assistance. I also made it clear that I worked hard everyday, and that I was very educated and only wanted to know what ( SLS ) had to offer. Her tone and how she talked to me was very demeaning and I took that statement as a racial bias statment. I do not feel that your company sincerely tries to help customers get a more affordable payment. If anything, you try to make things harder for customers to retain their homes. My opinion is based on research of the many customer complaints, and my personal experiences about your company. I 'm hoping that addressing these matters, and you taking my complaint seriously will alleviate some of my fears and concerns.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 36301
Submitted Via: Web
Date Sent: 2017-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-20
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I am extremely upset for how I have been treated by SLS company ( XXXX XXXX XXXX , XXXX XXXX , XXXX XXXX , CO XXXX during my request for a modification. I have been in the mortgage industry for over 23 years, I know the business, I know how loans work and I was still bewildered and confused during the process. The lack of caring by the professionals that I spoke to was astonishing, the lack of taking steps to know what the previous service rep had done and committed to, the repetition of explaining over and over and over again and sending proof that I had made my mortgage payment during the lengthy process. I had to step back from this process after I was completed because I was so upset, exhausted and angry at SLS that I would have not been able to tell you my experience. I do not want this to happen to another family. Again, I know the mortgage language, rules, etc. and I was still confused and upset at the process and by how they treated me. I can not imagine a family going through what I went through, holding a job, taking care of kids, running a household. Shame on SLS for their lack of professionalism, common sense and disrespect for their customers. In XXXX XXXX I was made aware that my payment would go up by {$2000.00} to {$5500.00} PI approximately. I could not afford this increase. I am a single working mom of XXXX young children and I do not receive child support from their father. When I left my children 's father I refinanced my home and was only able to qualify for a 10 year interest only at that time so I took it. Those 10 years went by quick and I was left with the {$5500.00} payment. I applied for a modification and they offered a modification of {$4500.00} instead of the {$5500.00}. During the same time i was seeking the modification I was attempting to refinance my loan. I was extremely careful to make the payments so that I would not damage my credit. I made my XXXX payment by calling it in. On XXXX XXXX I called to make the {$5500.00} payment and XXXX took that payment. I then received notice that I did not make my payment and I looked at my account and they did n't take the payment. I did n't spend that money because I knew it was not mine and that there are glitches in banking systems and knew it would eventually be taken. On XXXX XXXX , XXXX I spoke with XXXX at XXXX and he told me that I did make my payment and that it posted on in XXXX Again, I told him that the money was still in my account and that they had to take it. He said, no we took it ... .and I told him no I still have the money in my account. I received another notice that I did n't make my payment. So I called again. On XXXX XXXX I spoke to XXXX and she showed that payments were taken on XXXX XXXX and XXXX and XXXX XXXX and that she did n't understand why I was receiving letters so she would have XXXX XXXX call me. The money was still in my account. On XXXX XXXX XXXX told me that they received a payment on XXXX XXXX for {$4500.00}. On XXXX XXXX I still had all of the payment money in my account and still receiving letters that I was delinquent and still being told by SLS reps that I had in fact made my payment. All this time worried, horrified that SLS would report me being late on my mortgage destroying any chance of refinancing my home loan. This went on and on. On XXXX XXXX I spoke to XXXX and she said that she would take my payment and waive the processing fee but did n't tell me that she could n't take a payment from a saving account only checking accounts. On XXXX XXXX I called spoke to XXXX again to let them know the money was still in my account. She realized the reason due to the money being in a savings account and not checking. I transferred the money and she took both XXXX and XXXX payment. XXXX then told me that I would have a 30 day late on my credit report. I was horrified. I told them how it was not my fault
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91107
Submitted Via: Web
Date Sent: 2017-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-19
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: SLS XXXX XXXX XXXX XXXX XXXX XXXX , CO XXXX SLS Loan number XXXX For the past several payment periods we have been charged ever-increasing amounts for Late Fees. We have made payment of everything billed to us well before the date required. Our last statement has a {$100.00} late charge. But we paid the full amount require by the SLS previous statement on X/XX/2017 , before the due date, and well before the date for late charges. Payments were made through XXXX , and I believe electronically transferred.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95949
Submitted Via: Web
Date Sent: 2017-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-19
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have contacted the Georgia Attorney General and they have contacted SLS regarding my account. XXXX sold my loan to SLS and I am paid until XXXX XXXX . SLS does not acknowledge this and continues to mark my account past due, 71 days. XXXX has provided the information 3x per my request and still no change in my account status or SLS acknowledgement. The Georgia Attorney As of XXXX there is no change from XXXX XXXX . An SLS r epresentative called the week of XXXX and informed me that SLS is aware that I am paid until XXXX , but when I calle d SLS on XXXX , there was no change to my account. I requested an updated statement based on this new information. I still have not received the revised mortgage statement confirming I am paid until XXXX . SLS continues to send information to the wrong address. My correct address, which I have sent to SLS via official USPS n otification, is : XXXX XXXX XXXX XXXX XXXX XXXX , GA XXXX Contact dates and times. All calls are recorded : XXXX XXXX XXXX ID # XXXX Received RESPA notice on XXXX whic h SLS has already violated XXXX XXXX ID # XXXX ID # XXXX XXXX Executive Ser vices says they do not have information that I am paid u ntil X/XX XXXX W as told my rep that there were hundred of lo ans sold to SLS that SLS has not processed correctly and for which they have no information XXXX XXXX no ID # Requested welcome letter and payment notice and received information on the Automatic Payment Program XXXX Requested XXXX send another payment history to SLS XXXX XXXX automated calls daily XXXX XXXX Account # XXXX Georgia Attorney General File # XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30339
Submitted Via: Web
Date Sent: 2017-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-18
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: In XXXX I received a home mortgage loan and home equity line from XXXX XXXX . The home equity line went into XXXX that increased the property value. The loans were issued under XXXX XXXX XXXX XXXX , but a commission went to XXXX XXXX XXXX XXXX , Incorporated. Recent notice refers to XXXX XXXX Mortgage XXXX XXXX , XXXX . The mortgage note could not be sold and I was further assured that XXXX XXXX would also service the loan. However, after it 's failures in the mortgage crisis, XXXX XXXX about XXXX sold its loan servicing division to XXXX XXXX XXXX , XXXX who now services the mortgage loan while Specialized Loan Servicing, XXXX . XXXX took advantage when I was XXXX XXXX XXXX XXXX after XXXX XXXX to grab the fees on an escrow that was previously not on the account. It was a back tax amount that in spite of my monthly payments nearly quadrupling, I finally caught up on last XXXX . However, XXXX continued to bill me {$170.00} per month more than my payments should be. In short, XXXX 's greedy escrow practices made the untenable and I remained in a cycle of catching up and falling behind until it came at risk recently. Because the first mortgage was at risk, I let the home equity slide knowing I would have to pay it off by it 's XXXX maturity date anyway. On XXXX XXXX , I received notice of a foreclosure sale set for XXXX XXXX . Nothing matched the original loan documents except XXXX XXXX XXXX XXXX XXXX , XXXX was close. Neither XXXX not Specialized Loan Servicing were mentioned on the notice, but I naturally assumed the foreclosure was on the home loan, so I made arrangement to pay the reinstatement amount and live to fight another day. After serval attempts to even reach the firm of XXXX , XXXX , XXXX XXXX XXXX , XXXX XXXX the substitute trustees in XXXX , I finally found the direct line of attorney there XXXX XXXX on XXXX XXXX and informed him I was prepared to bring the mortgage balance current. It was not until XXXX XXXX that I was informed they represented Specialized Loan Servicing on the home equity line that would be maturing within five months anyway. Only tod ay ( XXXX XXXX ) did I receive the reinstatement quote with fees more than a quarter of the entire credit line, even further exacerbating the situation. After several emails since XXXX XXXX , I have had no replies from the substitute trustee regarding settling with them with assurance the foreclosure sale will be set aside, all while trying to settle with XXXX too. In summary, I am being forced into homelessness by exorbitant and excessive fees by loan servicers unwilling to communicate, but perfectly willing it seems to foreclose on a {$25.00} a month note. Their client XXXX XXXX is not being represented honestly, nor is XXXX XXXX interest being served. The loans are tenable. There must be some {$4000.00} in fees involved, but at least more than half of the restatement amounts That 's crazy and immoral. Again, I am prepared to settle amounts due, but I do n't even know who I 'm supposed to be talking to. There simply is no communication except with call centers reciting scripts.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37415
Submitted Via: Web
Date Sent: 2017-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-18
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My mortgage was transferred to SLS ( Specialize Loan Services ) in Colorado, from XXXX XXXX . Since then there have been nothing but PROBLEMS! First, the claim my home was in BANKRUPTCY and I need to reaffirm the loan ... 100 % FALSE! Second, they claim I have a 40 year mortga ge, FALSE! I have a 30 year fix that expires in XXXX ... third, I can not make payment online like I have for the past 15 years ... .they ma ke me use XXXX XXXX and my payment is not credited to my account for 15 days AFTER I MAKE THE PAYMENT!!!!! fourth, every month, there is some sort of online computer problem and I cant long on to my account ... .and I spend DAYS trying to get a hold of someone in customer service!!!!!!!!!!! I keep getting the RUNAROUND and NOTHING HAS been resolved!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93422
Submitted Via: Web
Date Sent: 2017-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-18
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Please help me ... i am a XXXX year old XXXX man from XXXX XXXX of 25 years. I really want to keep my home ... I submitted my loan modification paperwork with all docs and today they advised me that i waited to late to send in my paperwork. I talked with an attorney and he advised me to file a complaint with you guys and to file a debt validation because i was within my 30 day time period. Please help me to keep my house. I do n't know what i am going to do
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30028
Submitted Via: Web
Date Sent: 2017-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-17
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Specialized Loan Servicing acquired the servicing of my mortgage in XXXX of this year. The mortgage was previously serviced by XXXX. At the time of the servicing transfer, the loan was escrowed for property taxes, but not for hazard insurance. This month, Specialized asked me for proof that I had insurance on the property. I immediately sent them a copy of the declaration page for my insurance policy. The insurance premium had already been paid over a month ago. However, Specialized proceeded to escrow my mortgage for insurance without my permission, they advanced my property tax escrow balance to the insurance company and sent me a letter demanding that I remit a {$1400.00} " escrow shortage '' to them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29526
Submitted Via: Web
Date Sent: 2017-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-16
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: On XX/XX/XXXX XXXX filed a fraudulent foreclosure case against me which was based on forged documents and false statements where XXXX XXXX lawyers told the judge that XXXX ( who was not a mortgagee for my loan ) transferred its non-existing rights to XXXX as a Trustee ( this is not true, proven by Securities and Exchange Committee ) for legally non-existing XXXX. All documents were prepared by impersonators who worked as low-paid loan officers for XXXX ; and signed by well-known robo-signer XXXX XXXX XXXX. XXXX, whose lawyers gave very substantial amounts of money to at least two judges who handled my case, were able to obtain a void Order procured by fraud upon the Court and sold my property to a third party buyyer who paid cash on XX/XX/XXXX. On XX/XX/XXXX, or almost two months after my property was sold, XXXX sent me a letter information that they transferred my mortage with long-time bankrupt XXXX to a new Servicer, Specialized Loan Servicing , LLC. ( SLS ) On or about XX/XX/XXXX, or as soon as I received this letter, I called SLS and spoke with two officers, including an excutive manager who identified himself as XXXX. I explained XXXX that my property was sold in XX/XX/XXXX and transfer of my loan by XXXX to SLS is pure fraud, and continuance of their foreclosure extortion practices against me. XXXX said that they do not have any information regarding this transfer from XXXX and assured that they will inform me ones XXXX provide it to them On XX/XX/XXXX SLS spent me a letter where they demanded me to forward my mortgage payments to SLS beginning XX/XX/XXXX. I sent them my for validation of debt request right away ; and submitted a Complaint with CFPB. As of today, XX/XX/XXXX SLS failed to provide me ANY documents in support of their demand to pay them my mortgage after the property was sold in XX/XX/XXXX ; and repeatedly respond with runarouds that they are researching my inquiry. Worth to mention, during 5 years I received a binder-worth of similar letters from XX/XX/XXXX, 41 letter just between XX/XX/XXXX-XX/XX/XXXX, without any single document in suppot. The only brand-new looking document presented in my case was criminally concealed from the Court records by the judge, who refused to provide me a copy of this document for my records. I have reasonable suspicion that SLS entered into a conspiracy agreement with XXXX XXXX bank to defraud me and collect unlawful debt to which they have absolutely zero evidence in support.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 606XX
Submitted Via: Web
Date Sent: 2017-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No