Date Received: 2016-01-31
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: MY ORIGINAL BANK HAS SOLD MY LOAN TO SLS. I NEVER BEEN LATE ON MY PAYMENTS. LAST YEAR I CALLED THE COMPANY TO CHANGE MY PAYMET TO AUTOMATIC DRAFTING. I GAVE THEM ALL THE INFORMATION ON PHONE. BUT DUE THEIR COMPUTER GLITCH ON THEIR END, MY PAYMENT DID NOT GO THROUGH. I ASSUMED EVERYTHING IS FINE AND WITH MY BUSY SCHEDULE I DID NOT CHECK MY BANK STATEMENT. AFTER ONE MONTH THEY CALLED ME STATING THAT MY PAYMENT DID NOT GET POSTED. THEY CHARGED LATE PAYMENT. I CALLED SEVERAL PEOPLE AT THE CUSTOMER SERVICE WHO WERE RUDE. FINALLY I GOT HOLD OF ONE OF THE SUPERVISOR WHO WAS VERY PROFESSIONAL AND TOOK OFF MY LATE FEE. AFTER SEVERAL MONTHS WHEN I CHECKED THE CREDIT SCORE TO BUY A NEW HOME, TO MY SURPRISE THE LATE PAYMENT WAS REPORTED TO THE CREDIT BUREAU AND CONTACTED THEM VIA WRITTEN COMMUNICATION WITHOUT ANY HELP.PLEASE HELP TO RESOLVE THIS ISUUE.
Company Response: Company chooses not to provide a public response
State: TX
Zip: 757XX
Submitted Via: Web
Date Sent: 2016-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-29
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My mortgage loan was transferred to them from XXXX ( XXXX XXXX XXXX ). Since XXXX XXXX, XXXX. I have been trying to contact them to know how I am going to make my mortgage payments. So far they have not answering my requests. I am afraid they will charge me late payments fees and who knows what else. My next due payment is XXXX XXXX, XXXX. I have not received any notification from them, any information about how to make payments. Frankly when you talk to them even to make payments they are so rude that I do not want to spend more time with them. I got the money to make my mortgage payment on time but I do not know where to send the payment and they do not collaborate. I want not to imagine what will happen when they realize that they have not received my payments. Surely they will start charging late fees and reporting me a past due payments and everything else that happen when you do not pay your mortgage.. It is not fair and somebody has to stop them of doing this kind of scams. Please help me.
Company Response: Company chooses not to provide a public response
State: GA
Zip: 30044
Submitted Via: Web
Date Sent: 2016-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-29
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have sent at least four qualified written requests to Specialized Loan Servicing since XXXX XXXX regarding my mortgage account XXXX. The nature of my disputes concern improper application of payments and now the failure of the servicer to properly implement my approved modification to my loan. The following is excerpted from another letter I am sending to SLS dated XXXX XXXX, XXXX. I am once again rejecting this response to the XXXX of XXXX, Colorado because Specialized Loan Servicing ( " SLS '' ) ( 1 ) is denying any wrong doing in their application of payments to my account ; ( 2 ) continues to randomly post inexplicable reversals ( " {$3300.00} updated from suspense? " ), credits, debits, fees ; ( 3 ) is not truthful in the dates the company claims I submitted fully executed modification agreement documentation and ( 4 ) continues to threaten me with the loss of my home and post erroneous historical payment information on mortgage statements. I maintain this dispute with SLS and note the following errors in their latest response to my XXXX complaint : 1. In their XXXX XXXX, XXXX initial response, SLS acknowledged that they made errors in the application of the payments I made to my mortgage account. Then in their XXXX XXXX, XXXX letter, the company states they took {$3300.00} from the " suspense '' account and applied it towards " the last trial payment for the modification. '' Why? What does that mean? In fact, I long ago completed the three-month trial modification by making payments of {$3300.00} on XXXX XXXX, XXXX XXXX and XXXX XXXX in XXXX. I documented these payments in my XXXX XXXX, XXXX letter to SLS and, in fact, by SLS in one of their ever-changing transaction summary statements. 2. Referencing the XXXX XXXX, XXXX response letter to the XXXX of XXXX, SLS says " funds posted to the loan on XXXX XXXX, XXXX have been reversed and applied toward the final payment of the loan modification. '' Why? What does that mean? As noted above, I made the final trial payment on XXXX XXXX, XXXX. ( And as documented in my XXXX XXXX, XXXX Notice of Errors to SLS-to which I have never received a response from SLS-I documented subsequent payments I made of {$3600.00} on XXXX XXXX and XXXX XXXX of XXXX. ) 3. Referencing the XXXX XXXX, XXXX response letter to the XXXX of XXXX, SLS says that that they sent to me " a final loan modification agreement on XXXX XXXX, XXXX and XXXX XXXX, XXXX and we received your final modification on XXXX XXXX, XXXX. '' Wrong. The company did send to me the final loan modification agreement on XXXX XXXX, XXXX. They did not send a final loan modification agreement to me on XXXX XXXX, XXXX. And why would they? I executed and had notarized the XXXX XXXX, XXXX loan modification agreement and returned it to SLS before the end of XXXX XXXX. What SLS has not acknowledged is that they actually finalized the modification and sent the first loan modification agreement on XXXX XXXX, XXXX. However, the reconciliation of my mortgage account was so flawed and replete with errors that Supervisor XXXX from the Customer Resolution Department instructed me to ignore that decision package until the company had completed corrections of the errors it had made in posting payments. So I did. Then I received a letter telling me tough luck, I had not sent in the modification documents by the deadline so I was no longer eligible for the modification. Followed the next day by a letter telling me to ignore that. And then, finally, the new modification decision and agreement package that was dated XXXX XXXX, XXXX. The resolution of the payment posting errors was never finalized. 4. Referencing the XXXX XXXX, XXXX response letter to the XXXX of XXXX, SLS says, " We received your final modification on XXXX XXXX, XXXX. '' The company actually received it on XXXX XXXX, XXXX.
Company Response: Company chooses not to provide a public response
State: CA
Zip: 92618
Submitted Via: Web
Date Sent: 2016-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-29
Issue: Settlement process and costs
Subissue:
Consumer Complaint: My attorneys and I have been trying to complete the sale of my home. We have been unable since 2015 due to the fact Specialized Loan Service refused and stated to us that Intervening/Mortgage assignment documents does n't exist leaving us with no option but to sit and continue to accumulate unfair fees and SLS lawyer and other fees. When my attorney asked XXXX and her supervisor for SLS attorney information they stated that they could not provide that to him. I have spoken to XXXX, XXXX, XXXX, XXXX, XXXX, XXXX and several other agents. My information continues to be passed and ignored. Today, instead of the mortgage assignment documents being sent to me. I received the mortgage assistance documents not what I asked for. I am a recently divorced mother of XXXX kids with no income due to a medical illness. I need to sell in order to care for my family, bills and my XXXX.
Company Response: Company chooses not to provide a public response
State: NY
Zip: 11435
Submitted Via: Web
Date Sent: 2016-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-27
Issue: Settlement process and costs
Subissue:
Consumer Complaint: I am trying to refinance my mortgage through the Harp program. SLS ( HELOC ) will not agree to the subordination agreement unless I pay them approximately {$3000.00}. I 've asked a supervisor to me to explain and no one has returned my call. I called again and they still tell have n't return my call.
Company Response: Company chooses not to provide a public response
State: FL
Zip: 33179
Submitted Via: Web
Date Sent: 2016-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-27
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My mortgage account was transferred from XXXX XXXX XXXX XXXX to SLS in XXXX XXXX. I made the XXXX payment to XXXX and the XXXX payment to SLS. The statement I received from SLS showed a mortgage payment amount that was higher than the XXXX payment. Upon contacting SLS they informed me that part of the payment was escrow of taxes and insurance and part of it was 'fees ' SLS paid to XXXX on my behalf. However, they did not know what the fees were for. I informed them that I pay my own taxes and insurance so there should be no escrow fees. I also advised them that I needed to understand what the other fees were for. They said they did not know what the fees were for. My initial call to them regarding this issue was in XXXX of XXXX. As of today, XXXX XXXX, XXXX, SLS is aware that I do not escrow and they still contend that they do n't know what the other fees are for although they expect me to pay them. They have all the correct documentation that the tax and insurance payments are current. However, they have not adjusted the statement nor have they applied the XXXX payment to the mortgage. They have applied the XXXX payment to the mysterious 'fees '. This company 's practices are predatory in nature and their license to act as a loan servicing company should be revoked immediately. The only recourse I have to avoid a late payment on my credit report is to pay the additional fees they are extorting from me. I had NO idea they had not applied the XXXX payment until I reached out to them on Friday, XXXX XXXX, XXXX. At NO point have they tried to contact me regarding a late payment. I also contacted XXXX regarding the issue. XXXX was very clear that they NEVER communicated to SLS that there was an escrow balance. This further convinces me that SLS decided to add escrow fees to my account in an effort to extort other fees, e.g. late fees, on my account that I would be forced to pay. Stop these criminals NOW.
Company Response: Company chooses not to provide a public response
State: MD
Zip: 21218
Submitted Via: Web
Date Sent: 2016-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-27
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have submitted the proper papers to Specialized Loan Servicing in regards to my mortgage and what I believe to be too many fees and forced addition of my taxes, home owners insurance and HOA fees leading them to consistently increase my monthly mortgage to the point I can no longer afford to catch up or keep up with my payments.
Company Response: Company chooses not to provide a public response
State: TX
Zip: 77047
Submitted Via: Web
Date Sent: 2016-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-27
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: My Name is XXXX XXXX with XXXX my main number is XXXX or email XXXXXXXXXXXX. I am a XXXX XXXX XXXX and I am working with XXXX representing : XXXX XXXX XXXX XXXX XXXX XXXX XXXX AZ XXXX Loan Number # XXXX Last four of my SS # XXXX. Phone number XXXX Lender name Specialized Loan Servicing , LLC In order to finalized his file I need a Mortgage statement and the lender Specialized Loan Servicing , LLC is refusing to provide a statement because he filed Bankruptcy in XXXX even though it was discharged in XXXX they are refusing to gives us anything. The lender gave me a number for a XXXX XXXX that never answers and we have left several messages. Specialized Loan Servicing , LLC number is XXXX. All we need is a mortgage statement. He does have a sales date for XXXX XXXX, XXXX and we need to submit everything before 35 days from the sales date in order for Arizona Department to review the file. Thank you for your courteous and prompt attention.
Company Response: Company chooses not to provide a public response
State: AZ
Zip: 85301
Submitted Via: Web
Date Sent: 2016-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-27
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have been experiencing on going problems with Specialized loan Services since they took over my loan in XX/XX/XXXX they promptly over drew my account and withdrew payment at the same time that XXXX did. Specialized Loan Services then placed a block on me preventing me from making an electronic payment because my payment was returned. The payment was made to XXXX and Specialized Loan Services continued to call me harassing me for non payment and the payment was made. My XX/XX/XXXX payment was held and not credited to my account until XX/XX/XXXX even though it was received on time on XX/XX/XXXX they then reported a late payment to the credit bureau and charged me a late fee. I have called no less than 8 times trying to straighten this matter out and be able to pay my mortgage electronically and have been told that they can not correct the problem. I am tired of the poor customer service, harassing phone calls and late fees as well as damage to my credit report and they have only had my mortgage for 5 months. It is not a good indicator and the fact that they are allowed to operate in such a disturbing manner is alarming.
Company Response: Company chooses not to provide a public response
State: PA
Zip: 183XX
Submitted Via: Web
Date Sent: 2016-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-26
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I received a statement dated XXXX/XXXX/XXXX. On XXXX/XXXX/XXXX, I mailed in a check in the amount of {$2000.00}, along with the statement stub requesting that {$530.00} be applied to my bill and the remaining {$1400.00} be applied to my principle. I reviewed the transaction history available on the SLS website, and noted that the funds had been incorrectly distributed. I spoke with a representative ( I believe on XXXX/XXXX/XXXX ) to have this corrected to reflect my initial request made on the statement stub. I noted that I did not receive a statement for XXXX, so I called again on XXXX/XXXX/XXXX and spoke with a representative named XXXX. I asked about how XXXX payment was distributed, because the transaction history on their website is not clear. I was told that my payment for XXXX had been redistributed, but that the entire {$2000.00} was deducted from my principle. A late fee was charged because none of it had been distributed to pay my bill. He stated that he would submit a request to correct the payment for XXXX and for the late fee to be waved, since I had paid on time. I noted that the website transaction history does not match his records. He states that the website is run by a different department, so he could not help me the transaction history. I also requested a statement for XXXX bill. He stated this process would take 24-48 hours. He recommended I call back to verify that his requests were completed. I called back on XXXX/XXXX/XXXX and spoke with a representative named XXXX. She states that she could see that XXXX requests were in progress, but that they were not expected to be complete until the end of XXXX/XXXX/XXXX. She also states that when checks are mailed with instructions on the statement stub, the cashiering department is not able to see the stub instructions and may not distribute the payment as requested. She recommends I should call a few days after mailing the check to give instructions. I have reviewed the " payment options & notices '' section on the back of my statement. It does not advise me that my stub instructions will not be followed or that I will have to call after mailing my check. I voiced that I still had not received a statement for XXXX bill. I noted that I was concerned that I would not receive it in time to make my payment on time. She offered to take my payment by telephone and wave the associated fee. I accepted and received a confirmation number. On XXXX/XXXX/XXXX, I received a mortgage delinquency notice by mail. I called back on XXXX/XXXX/XXXX and spoke with a representative named XXXX. He states that the {$2000.00} mailed on XXXX/XXXX/XXXX were never redistributed to cover XXXX bill. He states that my payment of {$2000.00} called in on XXXX/XXXX/XXXX was distributed to cover XXXX and XXXX bill ( new principle balance is {$25000.00} ). I noted that the payment called in on XXXX/XXXX/XXXX has not yet been deducted from my checking account. He attributes this to the bank, but says the amount has already been applied to my account. I noted again that the website transaction history does not accurately reflect my principle balance or how my payments are being distributed. He states that I still have a late fee charged to my account. I noted that a request to wave the late fee was made on XXXX/XXXX/XXXX and asked if he could check on its progress. He states that the request should only take 24 hours, so it must not have been done. He reviews his records and offers to make a request to wave the late fee. My ongoing complaints are : 1 ) The late fee has not been removed. 2 ) The website transaction history does not accurately reflect my payment distributions or balances. 3 ) No statement has been received for XXXX Bill, despite my requests. 4 ) Payment instructions on statement stubs are not being communicated to cashiering department and the need for follow up phone calls is not made clear on the statement
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27896
Submitted Via: Web
Date Sent: 2016-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No