Date Received: 2016-10-07
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: In XXXX, we began to try to acquire a Loan Modification. We started to work directly with XXXX, who recommended we stop making our house payment so we could qualify for the modification. It was a very stressful process because it was explained multiple times that another department might have gotten the information -- it seemed one department did n't know what the other one was doing. I would always respond with whatever information was requested. In XXXX XXXX, we were put on a trial program and we paid each and every payment on time and in full. I have documentation of all the check numbers that were given, amounts and when they were given. However, in the spring of XXXX, I was told we had been denied the Loan modification! I did n't understand because I had sent in all documents and performed as requested, but the representative assured me the appeal would be accepted if I just kept making the payments on time, so I continued making payments. Both my husband and I were employed and in XXXX XXXX, I called to finalize our Loan Modification. The lender requested our pay stubs and asked that we write another Hardship letter ( which we did ), and meet with a credit counselor, which we did in XXXX XXXX. We felt we were getting very close to finalizing our Loan Modification. But, we received no paperwork from the lender, and when we called, no one seemed to know anything, and just advised us to continue to pay our trial payment, which we did. By XXXX XXXX, 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. In XXXX XXXX, I was told we had been denied our modification and that we would have to reapply. In addition, you sent back part of our trial payment for that month, and said the lender could not accept these payments anymore. At this time SLS became involved in the situation. When I gave our information to reapply, I was told that the lender could take only one source of income per phone call and, therefore, we did not qualify for Making Home Affordable. It was crazy-making and completely ridiculous that we could not give you ALL of our financial information at one time so we would qualify. In 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 ( 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 XXXX! We tried to sell our home in a short sale, and listed it in XXXX. Since that time, we have submitted XXXX ( XXXX ) offers, and the first XXXX were turned away by SLS 's refusal to cooperate timely, or at all. We have filed prior complaints about this with the CFPB. We currently have a valid offer on the property and have again sent in all required documentation for underwriting. We are prepared to close Escrow in 45 days from lender approval. Our contact, XXXX, ID # XXXX, said that our short sale was denied because their XXXX agent is backlogged, and because " the file has been open too long. '' These are not valid reasons to decline a short sale with full documentation and a live offer. We are concerned that the lenders have simply been taking money from us all of these years with no intention of modifying or loan or following through on workout options.
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: 2016-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-07
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: refused loan payment, misinformation trying to charge me to make a payment
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97116
Submitted Via: Web
Date Sent: 2016-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-06
Issue: Settlement process and costs
Subissue:
Consumer Complaint: My loan was transferred to new servicer effective XXXX/XXXX/16. I have sold my house and was scheduled to close today XXXX/XXXX/16 and that has had to be postponed because new servicer says they can not provide payoff info or account info because it is not in their system. They are offering no help and now I can not close and this effects my buyers and their buyers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30519
Submitted Via: Web
Date Sent: 2016-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-06
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Due to hardship and business loss due to a criminal partner - indicted and later charges dropped due to the defendant 's high level friends, and the loan officer who was the son of then state Senator - and my nearly {$2.00} XXXX loss in assets, and indebted to guarantee on the loans of {$1.00} XXXX, I was unable to pay off the total HELOC - I applied for mortgage assistance with Specialized Loan Servicing and they proceeded only to collect documents and over a prolonged and inefficient ( and intentional ) 4 plus months, I sought another refinance source. The note was due XXXX XXXX, XXXX, and after roughly 2 and half months to that point, I sought alternative mortgage source. I received advisement from XXXX and XXXX XXXX mortgage officer, and was at threshold of a successful refinance, having negotiated and resolved XXXX judgements from the North Carolina business within 40 days, and yet during this actual and productive effort, Specialized Loan Servicing had, after XXXX plus months of " collection and review '' declared me as DECLINED and delinquent - even WHILE I was at the threshold of a successful refinance with XXXX XXXX with the very same data and documents presented to SLS. So SLS dragged the " modification '' effort LONG over the maturity date, AND subverted my successful refinance with alternate sources through XXXX XXXX. They have left me NO alternative while they try to force foreclosure instead of truthful and competent and efficient counsel and " hardship mortgage assistance '' per their false presentation. Also, at no point was any correspondence over email as they do not want ANY exchange in writing that can be reflected on as SLS inducements - while on XXXX separate incidents I was encouraged " If you pay a little in principal, you will probably get the modification because your loan is only interest only '' ; and another occasion, " You will probably qualify for XXXX of XXXX solutions, modification, restructure or ( do n't recall the XXXX ) '' .... so encouraging a needy and nervous citizen to stay with their cumbersome and abusive process. I am income producer, the home has XXXX XXXX appraisal per mortgage notes, I have NEVER MISSED ANY PAYMENTS OF ANY KIND, and I offered a reduction of principal if it would help. I was qualified for a refinance after XXXX XXXX advised a resolution of the NC business judgements, which I resolved within 40 days. I had efficiently with REAL assistance, resolved these matters and was at the brink of successful refi and ready to cure the outstanding HELOC - and SLS through their intentional and burdensome process, and absolute failure at assistance, declared me delinquent and left me unable to refi and cure this matter. I have since sought the help from XXXX sponsored XXXX XXXX XXXX XXXX in a 3rd party effort at a loan restructure. This effort has just begun as XXXX XXXX has initiated the effort as of Tuesday XXXX XXXX. SLS had already declined a first appeal. I am clearly NOT a risk as I have overcome great business hardship, I have personalcash assets to assist in any efforts I must perform, I and wife have a two year averaged {$9.00} plus XXXX per month income .... We have NEVER MISSED A PAYMENT OF ANY KIND. SLS did not assist us as they sought only to have me grovel through a futile document collection to only hang me out past my maturity date, then decline me. It is worthwhile noting too that SLS prompted all of this " delinquency '' effort in XXXX XXXX with a " assistance application package '' mailed me and a phone call declaring ( falsely ) that I had missed a payment and was delinquent. It was not true. So they initiated under false pretenses a " delinquency condition '' that did not then exist. But EVERY effort sice has been simply designed to carry me over maturity date and a delinquency that they could then act on - using folds of regulatory process. CFPB must STOP this sort of operation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 341XX
Submitted Via: Web
Date Sent: 2016-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-10-04
Issue: Settlement process and costs
Subissue:
Consumer Complaint: XXXX XXXX, XXXX - Received Specialized Loan Servicing LLC 's ( SLS ) Short Sale requirements XXXX XXXX, XXXX - from XXXX - The XXXX XXXX XXXX XXXX " I talked to SLS and they asked me to get a full loan payoff from XXXX. I have ordered it. They also want your XXXX bank statement, have you received it yet? Once I fax all of that in, they said it should be about 72 business hours for a decision. '' XXXX XXXX, XXXX - Requested Short Sale Information was provided to SLS XXXX XXXX, XXXX - from XXXX - The XXXX XXXX XXXX XXXX " I am expecting a call from our negotiator today. '' XXXX XXXX, XXXX - from XXXX - The XXXX XXXX XXXX XXXX " SLS is asking for a bank statement for account ending in XXXX. They said there are transfers going from XXXX into that account. If you have a current statement for XXXX, they want an updated one for that account too. '' XXXX XXXX, XXXX - from XXXX - The XXXX XXXX XXXX XXXX " SLS needs a certified market analysis. '' Requested Short Sale Information was provided to SLS - I stated that I do not have an account ending in XXXX and " XXXX '' is a transaction code generated when performing an online transfer. XXXX XXXX, XXXX - from XXXX - The XXXX XXXX XXXX XXXX " I am expecting to hear from the 2nd lien negotiator today. I had left a message yesterday for an update '' " The XXXX lien negotiator said management is still asking for clarification on deposits coming from an account ending in XXXX. They went into the XXXX account ending in XXXX on XXXX/XXXX/XXXX and XXXX/XXXX/XXXX for {$200.00}. '' XXXX XXXX, XXXX - from XXXX - The XXXX XXXX XXXX XXXX '' I know this is XXXX and frustrating. We have to send the negotiator a letter signed by you explaining the transfers. He said they just want to be sure there are no accounts they are n't aware of. '' " they are also asking for XXXX, XXXX and XXXX bank statements for all of your bank accounts '' Requested Short Sale Information was provided to SLS - I repeated that I do not have an account ending in XXXX. I highlighted transaction code " XXXX '' which is generated when performing an online transfer. XXXX XXXX, XXXX - from XXXX - The XXXX XXXX XXXX XXXX '' I am sorry to bother you but SLS is asking for more information. Have you received your quarterly statement for account ending in XXXX? And they want the XXXX and XXXX statement for Account ending in XXXX. '' Requested Short Sale Information was provided to SLS XXXX XXXX, XXXX - from XXXX - The XXXX XXXX XXXX XXXX " I know you are beyond frustrated, I understand. SLS told me in XXXX we would have a decision in 72 hours and each time I have called since then they ask for more stuff. And then want another 72 business hours to review the info we send. It 's a vicious circle they have us going in. Requested Short Sale Information was provided to SLS XXXX XXXX, XXXX - from XXXX - The XXXX XXXX XXXX XXXX '' XXXX from SLS just called me on your file. He said that upper management pushed the file back to him as a decline because they want another 30 days of paystubs. '' Requested Short Sale Information was provided to SLS XXXX XXXX, XXXX - from XXXX - The XXXX XXXX XXXX XXXX " SLS needs XXXX and XXXX bank statements. They also need paystubs or a current year to date profit and loss. '' Requested Short Sale Information was provided to SLS XXXX XXXX, XXXX - from XXXX - XXXX '' They ( SLS ) asked for an updated HUD and XXXX lien approval. I sent them a HUD and reminded them that our XXXX lien approval expired while waiting on them. '' XXXX XXXX, XXXX - from XXXX - The XXXX XXXX XXXX XXXX " I 'm waiting on XXXX from SLS to get back to me. '' No response from SLS XXXX XXXX, XXXX & XXXX XXXX, XXXX more requests from SLS
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 220XX
Submitted Via: Web
Date Sent: 2016-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-04
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Since XXXX, Specialized Loan Servicing has been " losing '' my monthly payments and not applying them correctly to my account. These payments are sent electronically directly from XXXX XXXX XXXX ( not US mail or paper check ), and I have proof of payments. Every month I have to print out a proof of payment ( to mail since they do n't accept email ) and call them and ask them to correct their records. They never correct them until I file a complaint with the CFPB.For example, Prior complaints are [ Case XXXX and XXXX. Every month my HELOC payment is electronically sent directly from XXXX XXXX XXXX to SLS for the monthly. I have been using this same process since the day SLS purchased by loan from XXXX. I received my statement for XX/XX/XXXX, dated XXXX/XXXX/XXXX and they are stating that I did not submit payment that was due on XXXX/XXXX/XXXX. The payment of {$190.00} ( ref # XXXX ) was delivered on XXXX/XXXX/XXXX because XXXX/XXXX/XXXX was a Saturday. I even called ahead and spoke with XXXX and told her that I would be sending the payment and it was scheduled to arrive on XXXX/XXXX/XXXX so it would not be late and that it should be applied to the monthly payment due ( it is not an " extra '' payment to be applied to principal ) .SLS needs to find this lost payment and remove reporting of late payments. I have NEVER been late with a payment, but my online profile now shows that I have a record of late payments. I know that late payments impact a person 's credit score. I am tired of wasting my time having to call them every month and spending money on paper, ink and postage to submit proofs of payment.
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: 2016-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-09-30
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: In XXXX XXXX I submitted a complaint similar to the XXXX today. SLS my servicer responded and alleged I had missed my XXXX XXXX payment, and that I did not make this payment until XXXX XXXX. If you will review attached proof of payment made you will clearly see I did not miss this payment. SLS ( my original complaint ) has been misapplying my monthly mortgage payments regularly. I do not know who can audit their files regarding my payments and unapplied payments but this is highly suggested. I have incurred late fees after late fees and now SLS has me in foreclosure.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33610
Submitted Via: Web
Date Sent: 2016-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-30
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I 'm a XXXX years old man with a mortgage with loan servicing company Specialized Loan Servicing. Because of a previous illness and financial hardship I became delinquent on my mortgage. However, my financial hardship ended but I did n't have enough to reinstate the delinquency of the loan. Thus, I applied for a loan modification but did n't fill out the paperwork correctly and got denied XX/XX/2016. I found assistance and filled out the documents providing all sources of my income. A full loan workout package was faxed to SLS on XX/XX/2016 and they acknowledged that they received the documents on XX/XX/2016 and processed the documents on XX/XX/2016. A single point of contact was assigned to the account - XXXX and he advised that the file would be sent to an underwriter for further review on XX/XX/2016. On XX/XX/2016, XX/XX/2016, XXXX, XX/XX/2016, XX/XX/2016 and XX/XX/2016 my 3rd party representative called and was told that the file was still in active review for a loan workout. A foreclosure trustee sale was scheduled for XX/XX/2016 but was postponed to XX/XX/2016 to allow SLS underwriters time to evaluate the documents. On XX/XX/2016, I was advised that a " soft denial '' was initiated in the notes due to my failure to provide federal tax returns. However, SPOC XXXX never advised that I needed to provide tax returns. On XX/XX/2016 I submitted tax returns. On XX/XX/2016, SLS said they would not allow the modification to be reviewed because they require 38 days to review documents prior to a foreclosure auction date. They said they will move forward with a foreclosure and repossession of the property
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90221
Submitted Via: Web
Date Sent: 2016-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-03
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I was divorced XX/XX/2016. During our marriage, my husband would not allow me to pay more towards this HELOC. XX/XX/2016, he brought me a letter he received from SLS that he received XX/XX/XXXX. They changed the conditions of the loan, I am assuming, to finally get the balance of their money. We had only been paying interest on the loan. The payment jumped from $ XXXX/mon. to {$380.00} a month. I contacted SLS and applied for a Loan Modification, which after completing the significantly long application and submitting it with the {$500.00} loan modification fee ( cashier 's check ), the modification was approved and lowered to {$280.00} a month for 5 yrs.. Still a lot of money for a XXXX-year single women trying to keep her home, but I was going to manage. The first payment was due out of my bank account on XX/XX/2016. They took the same " old '' payment out ; I contacted them and they assured me that the new payment amt. would come out XX/XX/XXXX. It did not, they sent me a bill for {$490.00}! I freaked out and called right away to try and figure out what went wrong. SLS had applied my {$500.00} Loan Modification Fee towards my account like a payment! They took the {$490.00} out of my bank acct. XX/XX/XXXX. Since XX/XX/XXXX, I have battled to try and get my account corrected. I called many times and was reassured they had corrected the issue. To this date, they still have not. I sent them a letter telling them I was contacting your agency to try and get things straightened out and then received a letter from them saying they would get it figured out within the time limits your agency imposes. I have not heard anything further. The XXXX. monthly payment came out of my account 6 days late ; however, it was for the new amount and I have received no communication in writing that they have corrected my account. I will be uploading probably too much information, but I believe you will see after a review, why I am pulling my hair out that these " supposed '' professionals are unable to make a simple correction to my acct. It might be a " mute point '' at this time, but I wanted to give it one last try before I accept my " fate '' of paying these people their money so that I can hopefully then get my house refinanced at a lower rate ( if the mortgage industry does not try the XXXX they did in the movie " XXXX '' within the next five years ). I should have gotten this information to you much sooner, but I have had a personal emergency and work a job with long hours in summer months. I just can not understand their stance ; if I handled a customer the way they have handled my account, I would have been fired. I work as an XXXX at a XXXX and provide XXXX daily to my internal/external customers. My boss would have had my head on a plate if I treated one of our customers this way. However, it appears that this is how SLS is doing business. I must have talked with at least XXXX different people in the company and still no help. I even got ahold of an " internal number '' that one of the agents gave me because I was being so persistent and after they reviewed all the info on my " acct screens, '' I think this person knew I was in the right. It did no go good ; I never received the promised call back. I gave up XX/XX/XXXX, because of my work load and health issues. I pray that CFPB will help me correct my account. Thank you for listening.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 51501
Submitted Via: Web
Date Sent: 2016-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-30
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: XXXX told me they would take no futher action as long as I did not fall more that 2 months behind on my mortgage. Six days before my monthly payment was due they informed me at my mortgage was given to SLS and they were demanding that I pay 3 payments in 6 days or they were going to put me in default. When I called SLS they told me that they could demand all 3 payments it they wanted to. A couple days later SLS called me again saying to send in one payment by certified check, which I did. A couple weeks later they sent the check back and told me they were going to forclose on my home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92009
Submitted Via: Web
Date Sent: 2016-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No