Date Received: 2016-11-02
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: SLS is not processing my modification requests after inappropriate handling by their representative. The representative assigned to my case advised via letter that she is available from XXXX-XXXX. When I call the XXXX # they advise me she in fact works XXXX-XXXX my time so I will never be able to speak to her with my normal working hours from XXXX-XXXX. I have received misinformation over and over from the XXXX # and requested multiple callbacks from supervisors with no response. My most recent issue is a denied modification for missing paperwork when they have had the paperwork on file from the point I emailed it on XXXX/XXXX/16. I was told via the XXXX # that the paperwork was acceptable, but then received letters stating it was not. I called back in and requested the file to be re-opened because everything was there. The rep advised she would re-open the file and to call back in a few days as it would be done. I called back in and was informed it would take 5-7 days to reopen the file. I requested a call from a supervisor as this was day 5 with no return call. I waited and called back today and the representative advised it was closed and the reopen was denied for the missing paperwork that he again found on the file in fact they have 3 separate letters available. I asked him if it would be another 5-7 days to reopen and was advised that it never takes that long, it 's only 24 hours and he did n't know where I was getting 5-7 days as it was never documented in the file that I was told 5-7 days either. I receive constant misinformation, contradicting information and I can never get a hold of the one person that is supposed to manage my file. I am incredibly frustrated at this point and my home is set to be foreclosed. Not one person reflects any sense of urgency in handling my file and they do not care that I have received misinformation over and over again. I have requested another call back from a supervisor and I fully expect this to be ignored again. Please help me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 99216
Submitted Via: Web
Date Sent: 2016-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-31
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: In 2015 my balloon payment became mature with SLS. My story below will tell how difficult of a company they are to deal with, and how they do not follow the law and ruined my credit. I am meeting with a lawyer this week to go over this because what they did to me and my credit is NOT legal. To start, I have had this particular loan for 10 years and was never late. I have no problems making the payments. I received a letter from SLS 4 months prior to my loan being due ( Balloon payment ) stating that my loan would automatically convert from Interest only to Principle and Interest. Great news to me! Then about 6 weeks later they send me a 60-day letter stating the opposite, that my loan was due in full. By law, the letter should have been sent 90 days before, however, they send me a letter stating the opposite at 90 days. Immediately I called SLS and was told that it was no problem, I just had to modify my loan. I immediately started the paperwork for the modification ( which was basically the same as applying for a new loan ). What a mess! I went back and forth with them countless times! They would tell me it looks like I had everything correct, and then get back to me stating that I had to resubmit something. I made a point to call twice a week to follow up because I was told that would help speed up the process. It got really close to the date that my loan was due and I was really getting worried. I called and called and resubmitted paperwork and the loan due date finally passed. About a week later I received my check I had sent them back in the mail, and I received a letter stating that my loan was delinquent! I immediately called and my contact told me they were not reporting me as being late to the credit bureau because I was modifying my loan .... forward ahead to several emails, calls, and more paperwork because at this point now the paperwork I submitted, in the beginning, was now expired and I had to redo it, I was finally approved for a modification after a few months. This is just crazy to me. I was never late and they sent back my payments. I was finally in the modification status, yeah! I had to now send certified funds ( because apparently, all my other funds were no good? ) for three months in a row, and if I was not late they would approve me for a forever loan. In the meantime, I was trying to buy another house and was told by my mortgage broker that husband and I show that we are 120 days delinquent on a mortgage payment!!!! What, I thought they told me they were not reporting me late, so I called and was told that on the fine print of one of the pages that it says they could report me late. I send them my payments, they sent them all back, and they are reporting me late! This is just plain mean at this point. My mortgage broker told me that I can not qualify for any loans and my credit dropped over XXXX points. She said she was sorry and to come back in a year or so and my credit might be good enough to buy a house. I was in tears and felt so victimized. I followed every rule and got totally screwed! I to that point always had great credit and this ruined it. After my three months or paying on time, of course, I now have my forever loan with SLS. I also have terrible credit that I wish they would take off my credit as late, as I attempted to pay each month and I tried to modify the loan persistently for months. I was misled and if I knew this was going to be the outcome I would have had a plan B. I wish they would just do what is right and help get me credit and life back on track! I am just asking to PLEASE remove the late reporting on my credit. Thank you for your consideration on this important matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95928
Submitted Via: Web
Date Sent: 2016-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-10-28
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: To Whom It May Concern In XX/XX/XXXX, since our house was upside-down, we began to try to acquire a Loan Modification on our home through a company called XXXX XXXX XXXX. After losing {$2500.00}, we started to work directly with XXXX, who recommended we stop making our house payment so we could qualify for the modification. I called regularly to make sure the lender had everything they needed from us. It was a very stressful process because it seemed one department did n't know what the other one was doing. I would always respond with whatever information was requested. In XX/XX/XXXX, we were put on a trial program and we paid each and every payment on time and in full. However, XX/XX/XXXX, I was told we had been denied the Loan modification. I did n't understand because I had provided all documents and made all payments. I was told to keep making the payments. I did so. By XX/XX/XXXX, we were still paying, and the company I was working for had to downsize and laid-off many of the sales staff, including me. I went on unemployment. At this time, however, XXXX was working more and XXXX, our loan contact, stated that all she needed was XXXX more paystubs, which we provided. We faxed his pay stubs as requested, and a letter from XXXX 's employer. In addition, we faxed my unemployment information. I never heard from XXXX again. XX/XX/XXXX, we were still paying, and I was told we had been denied our modification and that we would have to reapply. At this time, SLS became involved in the situation. XX/XX/XXXX, we decided to go to an attorney to follow-up on our Trial Loan Modification payments. We were told that none of the trial payments went to the principle of our loan. In other words, none of the 16 months of payments, at $ XXXX/month ( almost {$34000.00} ), were applied to our mortgage. We checked our statement and, sure enough, you showed we had not paid on our mortgage since XX/XX/XXXX! We have faithfully done everything you requested, and still it is not enough. During XX/XX/XXXX-XX/XX/XXXX, we were very serious about saving our family home, but after all of this, we decided to sell the house through a short sale. We started the process XX/XX/XXXX. We have worked with SLS on a short sale for over 18 months, getting, and losing, several buyers. We were told dozens of times that our packet was complete, just to be told the next week that another document was missing, or needed to be edited. On XX/XX/XXXX, we were provided with an Affidavit from SLS, and asked to return it ASAP. We returned the affidavit on XX/XX/XXXX. On XX/XX/XXXX, SLS confirmed that they had all documents they needed for the short sale packet, except for an updated BPO. Because of this, they stated that rather than order a XXXX, they would close the file. I offered to refer them XXXX agents that could handle the BPO for them, and they refused to cooperate, and closed the file. I filed a CFPB complaint to get them to reopen the file. Then, they told me that HAFA was declined because all of the documents were not in the file by XX/XX/XXXX, though they stated the only item missing was the BPO they needed to order. We have had several years of mishandling of this file from SLS, and now they want us to give them the last bit of money that we need to be able to relocate because they have stalled over and over again.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 985XX
Submitted Via: Web
Date Sent: 2016-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-29
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: XXXX months, I called SLS Mortgage Servicing to find out why they were not reporting my mortgage payments to the credit bureaus. They stated that my husband and I were still in bankruptcy. We filed bankruptcy in XX/XX/XXXX and reaffirmed with XXXX Mortgage at the same time. XXXX is no longer in business and our paperwork must have been lost. SLS is now our loan servicer. So we wrote a letter and included a copy of the reaffirmation paperwork to SLS. However, we received a letter from SLS dated XX/XX/XXXX, that upon researching our account they found no errors. they failed to mention our reaffirmation. We submitted our reaffirmation and have been steadily been paying every month on time in full. We can not refinance we can not prove that we have been submitting payments and have no credit scores. We need them to report our payment history. We are not asking for much. PLEASE HELP US.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 109XX
Submitted Via: Web
Date Sent: 2016-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-27
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Specialzed loan servicing refused to modify my loan # XXXX, and placed my home on the foreclosure sale list for XX/XX/XXXX .XXXX XXXX located at XXXX XXXX XXXX XXXX XXXX , XXXX XXXX did not validate the debt nor did SPECIALIZED LOAN SERVICING. I ALSO sent a letter to XXXX as for proof of claim. SPECIALIZED LOAN SERVICING has fail to respond to a QWR I Mailed XX/XX/2016 to XXXX XXXX XXXX # 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: GA
Zip: 310XX
Submitted Via: Web
Date Sent: 2016-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-26
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: XX/XX/XXXX XXXX XXXX XXXX sold my mortgage to Specialized Loan Services LLC. Before payments began I spoke to SLS and they agreed, via phone, that I could continue to pay bi-weekly like I had been doing with XXXX XXXX XXXX. They stated that their system was not set up for it but they would do it. The statements sent out were going to be off and show late fees however they said not to worry about it because they would have it corrected in the system. Once in a while they would call to say it was late however when I mentioned the agreement the caller would see it written in the system and have the calls stopped. I set up bill pay with my bank so that the day after my paycheck was deposited a check would be sent out to SLS. I have never missed one payment, and there have been months when they have received an extra payment. From XX/XX/XXXX till about I believe XX/XX/XXXX there were no late charges and I believe ( I have no way of checking ) they were even applying the extra money to the principal. However after doing my XX/XX/XXXX taxes I found that around XX/XX/XXXX they had started to charge late fees and were no longer applying the extra money to the principal. I had also found where they were reporting me late, over 19 times, to the credit report companies. When I tried to dispute it SLS would send a copy of the original agreement I made with the private lender saying I agreed to a single payment once a month, and that they were only a third party attempting to collect a debt. I explained to them that they agreed to the new payments in XX/XX/XXXX and that even though it was verbal they had to honor it. They refuse to correct any of the late charges, or late reportings. The one customer service rep. I talked to said there was no way to really prove there was an agreement. I did tell him that the fact it took them a year and half to start charging late fees, and that I have been paying the same exact way since XX/XX/XXXX should be pretty easy to prove it. He than said well we are only a third party trying to collect a debt which is not true either. The private lender died and his next of kin sold the mortgage to XXXX XXXX XXXX. I have checked and XXXX XXXX XXXX have the account showing as closed out saying they sold it SLS. When I asked for a supervisor he advised there was no way of reaching one and hung up. I have filed complaints with XXXX, as well as with the XXXX in an attempt to clear this up however they will not honor the verbal agreement we made. I will try this one last time to have them correct the issue, however I am looking for a lawyer at present and will take it to court if that is going to be the only way SLS will correct their mistake.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 218XX
Submitted Via: Web
Date Sent: 2016-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-26
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: My wife and I filed a Chapter XXXX due to excessive medical bills on XXXX/XXXX/XXXX and it was discharged on XXXX/XXXX/XXXX. Beginning back in XXXX XXXX, I requested a loan modification with Specialized loan Servicing , LLC ( SLS ) -- our loan is with XXXX. Since XX/XX/XXXX, I submitted another formal loan modification request to SLS and during the last 7 months, I have been beating my head against the wall with SLS. They would delay and then ask for the most recent bank statements and now advise that my XXXX XXXX, XXXX loan modification has expired and that I may submit a new one XXXX XX/XX/XXXX. I have attempted to speak to my assigned SLS account person but told due to my Chapter XXXX discharge that I can not talk directly to them. First, they still have my Chapter XXXX as pending and refuse to change my status to discharged effective XXXX/XXXX/XXXX. I have provided a comprehensive package of support to them including a specific hardship justification. They have not accepted my monthly net income/tracking sheet which documents a negative cash flow. The negative cash flow is made worst because my 10 year draw down interest only loan ( was 6.875 % ) with SLS ended XX/XX/XXXX. My monthly payment had been {$260.00} and then rose to {$410.00} in XX/XX/XXXX and can increase up to the maximum interest cap of 18.0 %. While the approval of the Chapter XXXX has significantly improved our financial situation, failure to get SLS to modify our current non-fixed rate loan to a fixed rate loan around 4.00 % for 40 years, continues to make our financial status problematic if we want to remain in our home. The Bankruptcy court required {$5800.00} of my XXXX Tax refund and over {$3000.00} of jewelry that my wife had inherited from her Mother. Our only savings is around {$1300.00} which we use to help cover the {$300.00} negative cash flow still existing made largely up of the increased SLS monthly loan payment. Our only income is my Federal XXXX check as my wife receives no XXXX income or any other income. My wife is permanently handicapped from a previous auto accident ; I suffer from XXXX, and my XXXX year old son has medical issues and is unemployed and lives with us. We truly love our home and its location to many of our Doctors but if we can not secure a loan modification from SLS, we will be forced to leave. Based on the attorney 's advice, we did not reaffirm our primary mortgage with XXXX, SLS or our car loan with XXXX. In XXXX, XXXX ( then XXXX XXXX ) did approve a significant loan modification at a 4 percent interest rate which reduced our month payment by over {$500.00} and recently XXXX also approved another smaller loan modification of about {$60.00} per month by extending the laon again to 40 years.I have also been working with a HUD counselor in XXXX, MD who recommended that I file a complaint with the MD XXXX, the Consumer Financial Protection Bureau, and the Attorney General of the State of Maryland. I most recently called SLS on Tuesday, XXXX XXXX, XXXX to again attempt to get the process moving but was informed that they will not change my Chapter XXXX status unless an Abandament of Property Order is issued by the Bankruptcy Court. Any guidance will be most appreciated regarding this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 217XX
Submitted Via: Web
Date Sent: 2016-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-10-26
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I opened case # XXXX on XX/XX/2016 because each month, since XX/XX/2016 SLS has been receiving my monthly payments on time but " losing them '' and then charging me a late fee as well as reporting late payments being made on my payment history, which impacts my credit score. In XX/XX/XXXX, SLS claimed the XX/XX/XXXX payment was late because it was returned due to an wrong account number. This is NOT true. The account number is the same account # I have had since SLS became my lender. The payments are sent directly from XXXX to SLS electronically. If you listen to the tape of the recorded phone conversation between XXXX at SLS and I XX/XX/2016 you will here her admit that the cashier made an error and that the payment was returned in error to XXXX. XXXX then told me that I needed to re-send the payment, which I did that very day and that they received it on XX/XX/2016 ( ref # XXXX ). She also asked me to send proof of payment, which I submitted via XXXX mail. I also notified them that on XX/XX/2016 they would also receive the XX/XX/XXXX payment ( ref # XXXX ) to ensure there was no confusion about how the payments received should be applied ( that it was not additional payment against principal but instead the monthly payments that are due ont he XXXX of each month ). I sent this notification and proof of payment to the address I was given by XXXX on XX/XX/2016 and that I have been using every month when they ask me to submit proof of payment. ( XXXX, XXXX, CO XXXX. ) Today, XX/XX/2016, I received a notice from SLS stating the proof of payment went to the wrong address and that I was charged a late fee of {$9.00}. SLS needs to remove the late fee and correct my credit reporting history. The XX/XX/XXXX payment was NOT late. They received it on XX/XX/2016 and they returned it in error to XXXX. Again, listen to the recording which I know was made of the phone call and you will here XXXX state that the cashier returned the check in error and for me to resubmit the payment as well as an explanation, proof of payment and the copy of the email XXXX sent to me notifying me the payment was returned on XX/XX/2016. Claiming that a payment was not made on time and then charging a late fee or claiming an incorrect address or incorrect account # was on the payment/check and then charging a late fee is XXXX. SLS has been doing this to me every month since XX/XX/2016 Furthermore, the excuse that a payment was not received due to an incorrect address is ridiculous since the payments are always sent electronically. An incorrect address is the excuse that the XXXX XXXX on XX/XX/2016 made for the " lost '' payment. I asked to speak to a supervisor since I was not getting anywhere speaking with anyone else in either the XXXX department or XXXX department. I want someone above a supervisor level to look at my account, process the payment correctly, remove the late fee, correct my credit reporting history and then send me written proof this was all done. I have always had a near perfect credit score and I will not allow fraudulent practices by SLS to charge me late fees and ruin my credit score.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92130
Submitted Via: Web
Date Sent: 2016-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-10-26
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I am currently trying to get a loan modification review through SLS but they just told me today that they could not because they need 38 days to look at my file. This seems odd because I have been submitting documents and was never told that. I submitted my loan modification documents over 10 days ago and additional conditions over this weekend only to be told that they can not look at my paperwork.I am concerned because I have not received anything in writing and feel that SLS just does n't want to work on my file. I get teh sense that they are going to just let me lose my home. I have a sale date for XXXX/XXXX/16 and I do n't want to lose my house to foreclosure.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90065
Submitted Via: Web
Date Sent: 2016-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-24
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I received a letter from SLS dated XX/XX/2016 that said I might qualify for a HAMP modification. I filled out the HAMP application packet included with the letter, and faxed it back to SLS on XX/XX/2016. Shortly after that, I called SLS to confirm that they had received my application. I spoke to an SLS representative and she confirmed they had received my application and she gave me a rough estimate of future modified payments. She did not tell me that I needed to send anything additional. Now SLS has scheduled a foreclosure sale on XX/XX/2016. I never got any answer from SLS about my modification, and they never communicated with me about anything else I needed to do. Not only is this not fair, but it will make me and my family homeless including my children who grew up here.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 01905
Submitted Via: Web
Date Sent: 2016-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No