Date Received: 2016-09-13
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: We recently paid off our HELOC. We have been getting statements regularly from them for a few months. Called to close the account and was told that we need to pay a fee to draw up the papers to see if we could close it. I complained about this and the representative said they would draw up the papers and waive the fee. I just got a statement from them and it says they want us to pay XXXX separate fees to close the account. This was not disclosed to me and seems wrong. The statement clearly shows XXXX due. I should not have to pay for them to close the paid up account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94513
Submitted Via: Web
Date Sent: 2016-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-09-13
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: On XXXX XXXX, XXXX, I submitted a Request for Mortgage Assistance ( RMA ) application to Specialized Loan Servicing ( SLS ). Throughout the application process, SLS has falsely alleged that I did not submit " missing documentation '' and has repeatedly requested duplicate information. In example, I submitted requested pay stubs for a non-borrower on XXXX XXXX, XXXX via email ; however, SLS again requested the non-borrower 's pay stubs on a letter dated XXXX XXXX, XXXX. Moreover, SLS requested income information for me, although the RMA submitted and various documentation illustrated that I was unemployed and not receiving any form of income. SLS has failed to process my application in a timely manner. SLS has also required to submit unnecessary duplicate information. In fact, SLS initially closed my application as a direct result of their own errors. Furthermore, SLS systems reflect that I have been approved for a workout program, but I receive correspondence that I am missing documentation that was previously submitted.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34986
Submitted Via: Web
Date Sent: 2016-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-09-12
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have recently submitted a compliant about Specialized Loan Servicing purchasing insurance on my behalf ( illegal in New Jersey ) when they already had copies of my insurance dec pages ( both flood and hazard ). SLS responded to CFPB with a letter stating that the insurance they had purchased was cancelled and I would not be charged. I have just received a letter from SLS ( dated XXXX/XXXX/16 ) giving me notification that my escrow account was being charged for insurance that they already reported to CFPB that was cancelled. They had no right to purchase insurance on my behalf in the first place as they already had proof of insurance on file. So which is it? Is SLS charging my escrow account for insurance or did they cancel? I was told by the CFPB rep to file another complaint as the last compliant ( case # XXXX ) was supposedly resolved and obviously is not since SLS is still trying to charge my escrow account for the insurance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2016-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-12
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I applied for assistance with SLS to save my home from foreclosure. I hired an attorney to help me with the process. I also applied for assistance with Keep your home California. I was approved with Keep your home California. My attorney submitted a loan modification application with my servicer SPS on XXXX/XXXX/2016. They have confirmed my application was received and complete and they are now stalling ( evading ) making a decision. The reason I am filing this complaint is because today my attorney says that SPS today said they did not have a complete file until XXXX/XXXX/2016. This is absolutely not true and a lie simply for them to stall. If you look at the attached Law Office Internal notes, you will see my attorney confirmed with them several times prior to XXXX/XXXX/2016 that the file was complete. Regardless, according to RESPA Reg X, the servicer does not have to have a perfect, complete file. They merely have to have a semi complete file with enough info to make a decision. They have had this since XXXX/XXXX/16. However, I am told by my attorney that SPS does not follow the RESPA Reg X guidelines/rules. They go by their own rules and have no lied about not having a complete file until XXXX/XXXX/2016. My approval from keep your home california is about to expire while my servicer, stalls and evades making a decision on my loan for a loan modification even though they have now had my complete file ( Prepared by my attorney and their underwriter ) now since XXXX/XXXX/16.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91402
Submitted Via: Web
Date Sent: 2016-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-13
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: my loan was transferred or bought by specialized loan services XX/XX/2014. since this loan was transferred from XXXX mortgage it has been marked 1 month behind to the credit bureau for 23 months.I have repeatedly sent proof that I was not late on my payments. there was a mishandling of my funds for almost two years. It has obviously affected my credit and financial wellbeing and continues to do so. Specialized loan service has been unwilling to work with me on this issue even though they have repeatedly admitted this is their mistake to myself and XXXX. Sls is light years beyond the worst company I have ever worked with or heard of. Their negligence is by design. They are a predatory lender who preys on ''sub-prime '' loans. It is clear to me they have something to gain from manipulating peoples financial lives to foreclosure., As of right now they have corrected the payment issue but have n't corrected my credit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06410
Submitted Via: Web
Date Sent: 2016-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-11
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: The Claim : Our HELOC mortgage payment sent to SLS Loan Servicing ( SLS ) in the amount of {$10000.00} has been erroneously endorsed by XXXX XXXX ( XXXX ) and misapplied and erroneously credited to an unknown account at XXXX. SLS was notified of the error on XX/XX/XXXX but to this date refuses to either acknowledge receipt of the check or to sign an Affidavit of Forgery or Misapplied Funds that will allow our bank, XXXX XXXX XXXX ( XXXX ), to pursue a claim against XXXX for the erroneous endorsement and/or proper credit of the misapplied funds. The Facts : In XX/XX/XXXX we opened a HELOC account with XXXX XXXX. That loan was apparently sold to a securitization owned by an unknown investor on an unknown date sometime before we made the first draw on the HELOC on XX/XX/XXXX. Servicing on the HELOC was transferred to SLS sometime around XX/XX/XXXX. We sent the {$10000.00} mortgage payment by personal check ( the " Check '' ) to SLS via USPS addressed to their designated XXXX in XXXX GA ( see attached copy of front and back of the Check ). On XX/XX/XXXX the Check was erroneously endorsed by XXXX as payable to one of their accounts and on XX/XX/XXXX the Check was cleared by XXXX and the {$10000.00} was disbursed to an unknown payee. On or before XX/XX/XXXX we discovered that the proceeds of the check had not been credited to our HELOC, and on that date we filed a claim with the Postal Inspector at the USPS and complained in writing to SLS requesting SLS to either correct the misapplication of funds or sign and send to XXXX an Affidavit of Forgery or Misapplied Funds so XXXX could pursue a claim against XXXX. We signed and delivered such an affidavit to XXXX on XX/XX/XXXX. On XX/XX/XXXX we contacted the XXXX Ethics Line by email to request an investigation, since XXXX or one of its clients was the apparent recipient of the misapplied funds. On XX/XX/XXXX we received a letter from SLS ( copy attached ) disputing that they had ever received the Check and disclaiming any responsibility for the misapplication of the funds from the Check. Current Situation : The HELOC matures and final payment is due on XX/XX/XXXX. We have paid the outstanding balance down to approximately {$10000.00} but will have difficulty paying off that remaining balance if we do not recover the {$10000.00} in misapplied funds. We have an on-going ethics investigation pending at XXXX, and have recently discovered that the loan syndication may have been purchased by XXXX, who SLS told XXXX Ethics is currently the owner of the HELOC. ( XXXX = XXXX XXXX XXXX XXXX XXXX. ) Since we are still investment clients of XXXX XXXX, we have requested an investigation at that entity as well. In our view, the funds are currently held by XXXX on behalf of XXXX, but the funds were erroneously deposited in the wrong XXXX account by SLS. However, XXXX has now essentially washed their hands of the situation ( see attached letter ), even though they are the key to tracing the funds at XXXX either through their auditing of the internal routing of the Check, or by providing the necessary affidavit to XXXX so it can trace the source of the erroneous endorsement at XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 941XX
Submitted Via: Web
Date Sent: 2016-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-09
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: On XX/XX/2015 SLS without our authorization withdraw fund from our account and/or any notification, causing my family hardship and unable to catch up with the mortgage payments, then we requested a Loan Modification, which they continue to denied, until we send a letter to President Obama administration, in order to qualify for Making Affordable Program, which was granted by the President Obama Administration, after that SLS entity send me a qualification for a Loan Modification but in really it was very disappointed to see what they were offering me which is as follow : Monthly Payments of {$2200.00} for 242 month and a balloon payment of {$360000.00} at the end of the term, meaning that I will end paying triple the amount of my property also I will lose my property because it will be impossible to pay a balloon payment on the amount of {$360000.00} neither my wife or my sons and daughter. My wife and I are XXXX who are collecting Social Security Benefits and receiving the aid of our children an I believe that is not reasonable a proposition where they are asking for {$660000.00} at the end of the completion of 242 month when my property is only value at {$190000.00}, which was appraisal by SLS entity.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07055
Submitted Via: Web
Date Sent: 2016-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-09
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Previous complaint # filed in XX/XX/XXXX for same issue this month # XXXX. Once again, SLS has " lost '' the electronic monthly payment sent directly from XXXX XXXX XXXX ( my bank ), charged me a late fee, and insisted that I make double payments ( for last month and this month ) while they " research '' the lost payment. 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. On XXXX/XXXX/16, I received my XX/XX/XXXX statement stating SLS did not receive a XXXX payment that was due XXXX/XXXX/16. I called and spoke with XXXX and XXXX on XXXX/XXXX/16.. They both told me payment was never received. They told me I had to submit the proof of payment. I obtained a proof of payment from XXXX XXXX bank showing the money was deposited electronically delivered to SLS on XXXX was also told I had to submit a FULL bank statement with nothing crossed. There is information on that statement that has nothing to do with my loan payment such as my salary, other payments I have made etc. That is none of their business. Because of an error made by SLS, SLS is invading my privacy and taking up my time and money ( gas to go to my bank, printer ink, paper, postage stamps, envelopes ) to resolve an error they made. I have spent HOURS on the phone trying to get this resolved. The proof of payment shows they received their money. It was sent electronically, so it is very obvious SLS applied the payment incorrectly. I should not be required to submit a full bank statement showing personal information that they would not be privy to if they had not made this error. I was also told that I was charged a late fee for the XX/XX/XXXX payment and will be charged another late fee for XX/XX/XXXX. To keep " losing '' electronic payments each month, telling the person they must pay the past month and current month ( double pay ), and charge them late fees is FRAUD.
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: 2016-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-09-08
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My mortgage was bought from XXXX by SLS in XXXX. Since then I 've had nothing but issues with them. They charge {$9.00} to take a payment over the phone and refuse to accept my electronic payment. They refuse to send me any kind of statement as to escrow, account payoff, or how much my payment should be after tax adjustment. They are rude on the phone and the only time I could get any information from them is when my bank called them. They refuse to give out information to anyone but a bank or a lawyer. I 'm the customer do n't I have any rights when it comes to my mortgage? They claim that because I filed for bankruptcy, which was XXXX in 2014, I have no right to any statements. However XXXX, the original lender, sent me statements each month. How do I know if SLS is living up to the mortgage modification if they wo n't give me any statements?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 146XX
Submitted Via: Web
Date Sent: 2016-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-08
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: SLS XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX CA XXXX Short Sale package was submitted XXXX/XXXX/16. We called SLS and they told us they would not review for a short sale due to the sale date on XXXX being within 30 days of receipt of the short sale package. The auction was then postponed to XXXX. The rep I spoke to today said they would not review for a short sale due to the package being received within 38 days of the sale date. There are 37 days between XXXX when the package was submitted to the new auction date of XXXX. Yes - it was 30 days at first, then it was changed to 38 days. Coincidence? I think not ... .. It is obvious they have been trained to lie and deceive. Does the investor even know they received a short sale package? Is this evidence of SLS postponing a foreclosure date simply to defraud the investor out of further servicing fees? We have another file with SLS that they are doing the same thing on. It is very apparent this is a pattern of behavior for SLS, and they have no intention of working on any of their short sale files.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92021
Submitted Via: Web
Date Sent: 2016-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No