Date Received: 2016-12-04
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I have an equity loan it went from interest only to principle and interest I called to get the loan modified they told me hat they just service the loan they do not write it. The loan went from & XXXX to $ XXXX few months later I found out that they do modify, I made out XXXX packages. The first XXXX they said that they did not get all the paperwork I sent them a third and they said that they received all the paper work. I waited and finally they said that I was denied. In the mean time I contacted Hud to help me. They tried to call and work out a modification No response. I called to find out why the person on the phone said that she could not figure out why they denied me. To send in another letter to get someone else in the department to take a look at it no response again. I have proved that I have a hardship. Between Loosing my job lower income and loosing my father and almost loosing my mother. They keep dragging this out so I will loose my house. If they modify I can afford my payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NH
Zip: 038XX
Submitted Via: Web
Date Sent: 2016-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-02
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Our loan was sold to SLS after being with XXXX ( and very happy ) for almost 13 years. We had applied for a modification with XXXX and we were told all the paperwork would be sent to SLS to finish processing. I received a letter from SLS that XXXX items needed to be changed to the SLS document for further review. Items were emailed the same day, XXXX. On XXXX, I received a letter that nothing was reviewed since I did not send the items in on time. I called SLS and she stated that they had both items but the signature was in the wrong place. I had called 2 times and spoke to a person since sending the documents in. I was told everything was being processed in underwriting and that they would get back to me. On XXXX/XXXX/16, I called SLS and the automated system told me that my workout status was approved and they were finalizing the paperwork. When I questioned the Rep about that call she stated that the automated system was not always right and that I should be calling and speaking to a person every time. But, I had spoken to TWO Reps and none of them told me there was an issue with my paperwork. I asked if I could send in the ONE piece of paper that had the wrong info on it and I was told " No, you need to send a whole new packet into us to process again. '' I asked why no one called me to let me know that the packet was wrong since I had received information re : the missing paperwork. I was told that it was my responsibility to call and follow up. But, I did, so if I did my job, why are they not doing theirs?!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ME
Zip: 039XX
Submitted Via: Web
Date Sent: 2016-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-02
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Specialized Loan Servicing LLC took over my loan. They have ignored documents that i faxed to them regarding property insurance and have started charging me an escrow fee for insurance. This loan was previous serviced by two other companies, neither of which charged me any fees. When i try to contact Specialized to get this dropped i get run around.
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: 2016-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-30
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: The company who services my mortgage loan has failed to remove PMI, despite the fact that I have achieved 78 % loan to assessed value ratio.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-26
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Specialized Lending Services is reporting that incorrect information to the credit bureaus
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 216XX
Submitted Via: Web
Date Sent: 2016-11-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-25
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Servicing of my mortgage was transferred from XXXX ( XXXX ) to SLS ( Specialized Loan Servicing ) as of XX/XX/2016. Before the transfer of servicing, XXXX paid my first half county property taxes from my escrow account. On XX/XX/2016, SLS paid my second half county taxes, which should not have been paid until XX/XX/XXXX, from my escrow account. This resulted in an insufficient escrow balance from which to pay my homeowner 's insurance bill ( due XX/XX/XXXX ). After calling SLS and discussing my options, I felt it was easiest to simply add additional moneys to my XXXX payment to bring my escrow account balance up to cover my homeowner 's insurance premium. However, SLS neglected to apply the additional funds to my escrow account and proceeded to apply them to my outstanding principal balance. I phoned SLS on XX/XX/XXXX and pointed out the error. I was assured that the error would be corrected and the funds would be correctly applied within 2 business days. On XX/XX/XXXX, the error had not been corrected and my monthly escrow payment had been increased by 50 % due to the 'shortage '. I repeatedly tried the customer service numbers available to me on the SLS website and every attempt to speak to a representative resulted in being disconnected. After finally managing to speak to an individual ( XXXX ) via the number for the SLS insurance department, I was transferred to XXXX in 'Executive Services '. XXXX simply told me he saw that someone had made a request to correct the error, but he was unable to actually do anything to correct the problem because it had to be done by the 'Cashiering ' department. He was unable to provide a number for said department or contact them directly and expressed no regret or inclination to help me beyond repeating what the previous representative had told me a week earlier that the funds SHOULD be correctly applied in 2 business days that and I would receive a new escrow analysis within a month.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85206
Submitted Via: Web
Date Sent: 2016-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-11-25
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My mortgage loan was transferred to Specialized Loan Servicing via XXXX XXXX effective date XXXX/XXXX/2016. XXXX would not process my XXXX 2016 payment and instructed me to contact Specialized Loan Servicing ( my new servicer ) and that a welcome packet would be forthcoming with contact information. As of XXXX/XXXX/2016 we had yet to receive a welcome package so we located contact information so we could get the payment credited. The rep informed us that they only had a " XXXX '' account on their system, but said we could make a payment via their XXXX XXXX Speed Pay for a fee of {$9.00}. We made the payment and patiently awaited the Welcome Package that the rep indicated would be sent to us soon that would contain instructions on future payments etc. On XXXX XXXX Specialized Loan Debited our account for the XXXX/XXXX/2016 payment and also sent us a copy of the confirmation from XXXX XXXX. On XXXX/XXXX/2016 I received an overdue notice from Specialized Loan Servicing for the XXXX/XXXX/2016 payment. I also received a statement dated XXXX/XXXX/2016 indicating that my XXXX/XXXX/2016 payment was overdue, plus the XXXX/XXXX/2016, and my upcoming XXXX/XXXX/2016 payment. I also got the welcome letter ( finally ) on this day. I promptly contacted the customer service department and asked why my XXXX payment was still reflected as overdue. The rep had no idea and said she could see it in the system and is n't sure why it has n't been applied. She transferred me to another department and I spoke with XXXX. XXXX indicated that he could also see the payment and had no knowledge of why my payment has n't been credited. He stated someone would contact me by XXXX/XXXX/2016 while they launched an " investigation. '' I have set up an online account in the meantime and have anxiously been checking for my payment to finally be credited. Meanwhile I keep receiving overdue notices in the mail for the XXXX payment, yet still no call back. I am extremely anxious that the XXXX payment I have set up from my XXXX account is also going to go into limbo. I have desperately been trying to get my account on track after prior issues when I was laid off and I ran into a nightmare with XXXX while going through a denied loan modification. I 'm finally getting my finances on track and I feel I keep running into challenges when I simply just want to pay my bill and have a payment credited on my account. On XXXX/XXXX/2016 I sent a priority letter to Specialized Loan Servicing detailing the issue I am having along with the enclosures supporting the proof of payment. I have read numerous complaints regarding this exact issue I am experiencing. I am extremely worried that I will go through this with every payment. I understand there can be problems during account transfers, but a customer should be able to contact them and get a resolution for something as simple as payment which was processed entirely by them and not have to wait weeks for an answer. I am now out an additional {$21.00} for having to send them proof of payment. That is over {$30.00} just to make one payment. It should n't be this hard. I want this issue tracked and I feel they should n't be able to have accounts transitioned to them unless prior to the effective date of transfer are they able to process customer payments and not just have " XXXX '' information for new assignees. I could actually live with that, if they were n't also sending me incorrect overdue notices and statements which do nothing but send me into panic. Please Help! Thanks!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 023XX
Submitted Via: Web
Date Sent: 2016-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-11-25
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have been current on my mortgage with XXXX XXXX XXXX XXXX, a subsidiary of XXXX XXXX who were the primary mortgage holder and servicer for almost 10 years. On XXXX XXXX, 2016, I applied for mortgage assistance through the US government 's Making Homes Affordable program. On the same day, XXXX XXXX, 2016 I faxed all documents requested by XXXX XXXX to XXXX. And received confirmation of the faxed documents. On XXXX XXXX, 2016, I received a letter from XXXX XXXX that my mortgage was transferred from XXXX XXXX and the status of my mortgage was that it was in review for financial assistance. They indicated in the letter that the financial assistance documentation was being forwarded to my new loan servicer and any other communications should be made to the new servicer Specialized Loan Servicing , LLC. I continued to make payments to XXXX on XXXX/XXXX/16 for {$1000.00}, XXXX/XXXX/16 for {$990.00}, and XXXX/XXXX/16 for {$990.00}. The first communication I had with Specialized Loan Servicing , LLC ( SLS ) was on XXXX/XXXX/2016 which was a collection letter was sent to me regarding my full mortgage amount being a debt that was owed. I tried numerous times to contact them via email, their website, and telephone to find out why I was receiving a debt collection letter from my " new mortgage servicer '' rather than directions on how to continue paying my mortgage and correct the misunderstanding that I owed a debt. I received another letter from SLS on XXXX/XXXX/2016 assuming I did not have enough insurance. Which was untrue. SLS has a website but I could n't access my mortgage documents or payment information until I contacted one of their representatives via telephone Mountain time, M-F between XXXX. I work with students during this time, making it impossible to make a telephone call as they insisted. As such I was not given access to my mortgage documents, payment information, or other mortgage information of which I have the right to view. On XXXX/XXXX/2016 I called SLS to try and get updated info on my mortgage and to " unlock '' their website so I could start making payments on my mortgage as well as access my documents. I was told that I needed to pay off a debt of {$5000.00} before I would be allowed to view my mortgage documents or make payments towards my mortgage. I asked for a way to pay for my mortgage online using direct debit but was refused that option. SLS prevented me from paying my mortgage! It was noted by their representative that they did not have my correct address. Similarly, they did not know that I lived in a condominium. They said I owed money from missed payments from XXXX, 2016. Which was inaccurate! I received a " welcome letter '' with SLS 's policies which was dated XXXX/XXXX/2016 but, due to them not having my correct address, I did n't receive this letter until after XXXX/XXXX/2016. On XXXX/XXXX/2016, I received my first bill from SLS which seems to be a debt collection agency, rather than a mortgage holder. I do not agree with the past due amount that they claim that I owe. Apparently, until I pay this amount, I will not be allowed access to my mortgage documents or be allowed to pay my mortgage ... all payments go towards this erroneous debt rather than my mortgage. On XXXX/XXXX/2016 I received an inaccurate and unexplained record of their record of my past due payments. Which was inaccurate. On XXXX/XXXX/2016 I received a letter and directions on how to submit a check for direct payment rather than unlocking my online account to make online payments from my bank account.
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: 2016-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-25
Issue: Cont'd attempts collect debt not owed
Subissue: Debt was paid
Consumer Complaint: I have been current on my mortgage with XXXX XXXX XXXX XXXX, a subsidiary of XXXX XXXX who were the primary mortgage holder and servicer for almost 10 years. On XXXX XXXX, 2016, I applied for mortgage assistance through the US government 's Making Homes Affordable program. On the same day, XXXX XXXX, 2016 I faxed all documents requested by XXXX XXXX to XXXX. And received confirmation of the faxed documents. On XXXX XXXX, 2016, I received a letter from XXXX XXXX that my mortgage was transferred from XXXX XXXX and the status of my mortgage was that it was in review for financial assistance. They indicated in the letter that the financial assistance documentation was being forwarded to my new loan servicer and any other communications should be made to the new servicer Specialized Loan Servicing , LLC. I continued to make payments to XXXX on XXXX/XXXX/16 for {$1000.00}, XXXX/XXXX/16 for {$990.00}, and XXXX/XXXX/16 for {$990.00}. The first communication I had with Specialized Loan Servicing , LLC ( SLS ) was on XXXX/XXXX/2016 which was a collection letter was sent to me regarding my full mortgage amount being a debt that was owed. I tried numerous times to contact them via email, their website, and telephone to find out why I was receiving a debt collection letter from my " new mortgage servicer '' rather than directions on how to continue paying my mortgage and correct the misunderstanding that I owed a debt. I received another letter from SLS on XXXX/XXXX/2016 assuming I did not have enough insurance. Which was untrue. SLS has a website but I could n't access my mortgage documents or payment information until I contacted one of their representatives via telephone Mountain time, M-F between XXXX. I work with students during this time, making it impossible to make a telephone call as they insisted. As such I was not given access to my mortgage documents, payment information, or other mortgage information of which I have the right to view. On XXXX/XXXX/2016 I called SLS to try and get updated info on my mortgage and to " unlock '' their website so I could start making payments on my mortgage as well as access my documents. I was told that I needed to pay off a debt of {$5000.00} before I would be allowed to view my mortgage documents or make payments towards my mortgage. I asked for a way to pay for my mortgage online using direct debit but was refused that option. SLS prevented me from paying my mortgage! It was noted by their representative that they did not have my correct address. Similarly, they did not know that I lived in a condominium. They said I owed money from missed payments from XXXX, 2016. Which was inaccurate! I received a " welcome letter '' with SLS 's policies which was dated XXXX/XXXX/2016 but, due to them not having my correct address, I did n't receive this letter until after XXXX/XXXX/2016. On XXXX/XXXX/2016, I received my first bill from SLS which seems to be a debt collection agency, rather than a mortgage holder. I do not agree with the past due amount that they claim that I owe. Apparently, until I pay this amount, I will not be allowed access to my mortgage documents or be allowed to pay my mortgage ... all payments go towards this erroneous debt rather than my mortgage. On XXXX/XXXX/2016 I received an inaccurate and unexplained record of their record of my past due payments. Which was inaccurate. On XXXX/XXXX/2016 I received a letter and directions on how to submit a check for direct payment rather than unlocking my online account to make online payments from my bank account.
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: 2016-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-23
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I tried to pay off my mortgage with Specialized Loan Servicing. I wrote a check for on XXXX XXXX for the due bill based on the principal balance of my mortgage shown on my monthly bill. I received a notice that they would not accept my check because it had to be a wire transfer or money order to confirm funds. This is the same check they accept every month for the last 7 years. By depositing the check the funds would have been confirmed. Since then they sent a payoff summary for the balance with interest calculated until XXXX XXXX and XXXX late fees. I called and XXXX of the late fees were from XXXX and XXXX that the agent confirmed I did n't owe and the other was from XXXX because they would n't accept my check. I asked for a new payoff summary and she said I should pay the amount on the first XXXX and they would mail me a check for what I did n't owe. I did n't received the new summary until recently and it was n't corrected and it had more interest attached. During the first two weeks of the month I kept calling to try and get a corrected summary but could not get any help only " we sent a summary '' they would say. I since received another summary that still was n't corrected and called again and etc ... ... .. Please read the letter which shows the actual time line of events and information requested and received. I am not going to pay all of this calculated interest and late fees because of their inability to do their job. Thank You
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 47630
Submitted Via: Web
Date Sent: 2016-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No