Date Received: 2015-08-04
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I opened a HELOC in XXXX XXXX with XXXX, in XXXX XXXX it transferred to Specialized Loan Servicing. In XXXX XXXX i decided to refinance my primary mortgage and during th information gathering phase it was found that the HELOC is not recorded in the county I live in. On approximately XXXX XXXX, XXXX I began calling Specialized Loan Servicing to ask for a copy of this document. I have called each week since asking for this document to allow refinance to proceed, each week I get another person and another story. SLS document storage company seems to be in the land of the lost and no one can call or contact them other than via internal email. I was told to submit issue via fax to expedite ( attached ). I was told that a work ticket had been opened and due to close on XXXX XXXX, XXXX, when I called on XXXX/XXXX/XXXX I was told that ticket had been closed and another opened and scheduled to close XXXX/XXXX/XXXX. No one could tell me what or why. On XXXX/XXXX/XXXX I was told that the original consumer file had been ordered on XXXX/XXXX/XXXX, exactly one working day ago. No explanation as to why it was n't ordered 5 weeks or so prior and no time frame as to when I could expect resolution. At one point I spoke with a supervisor but vague answers where the same, on XXXX/XXXX/XXXX I asked to speak with that persons supervisor and was told that the only way I could reach them is thru the first level supervisor. Oddly enough that person is out of the office for an undetermined amount of time. I have filed a complaint with Specialized Loan Servicing home office and received a letter stating they will investigate in 30 days ( attached ). Now I have missed the closing window for primary mortgage due to all of the fumbling at SLS and its costing $ XXXX per month.
Company Response: Company chooses not to provide a public response
State: IN
Zip: 46815
Submitted Via: Web
Date Sent: 2015-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-02
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Around XXXX of 2005 I applied and received a Home Equity Line of Credit with XXXX XXXX. I started making my payments and was paying a little more than the required amount. Shortly thereafter, I received a statement from Specialized Loan Service ( SLS ) dated on the XXXX of the month with a due date of the same XXXX of the same month. It has been a nightmare since then. I started receiving statements with fees, codes, and my payments going to unapplied funds, I have no idea what they are or what they are for. I tried to contact SLS several times attempting to get clarification an to have the issue resolved with no luck. When I called I would explain the problem get transferred several times, get cut-off/hung-up and some were just downright rude. When I wrote I got no reply or a letter stating " we found no error ''. This became tiresome and frustrating. I continued to send my payments, each one with a Post Office COM and they continue to go to unapplied fund. On several occasions they threatened to take action. As crazy as it sounds, I was so frustrated, I thought I might be able to get answers then. Earlier this year I discovered that SLS was not the owner of the loan. I knew that I needed to get this issue resolved before the loan became due in order to have it settled with the correct balance. I called SLS to get the contact information for the Lien holder. My first XXXX calls I was told they did n't know who owns the lien and that they do n't have access to that information. I thought that was strange. On my XXXX attempt the gentleman advised that I write in to request the contact info. I wrote to SLS informing them that the account is been disputed and requested the lien holder 's info. They then sent me a statement adding another {$3600.00} to the already disputed balance. I just learn about CFPB and hope that it will help me to put some closure to this nightmare.
Company Response:
State: FL
Zip: 33026
Submitted Via: Web
Date Sent: 2015-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-07-30
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I have been paying the mortgage since my mother died, on our house. and left the mortgage in my fathers name, out of respect to him, for at least XXXX years ... in XXXX I refinanced to help with my dads medical bills with XXXX ... the state raised our prop tax and my mortgage and escrow was " estimated '' at an insanely high rate and it put me in default ... to save my XXXX father from being thrown out of his home in his XX/XX/XXXX. he filed bankruptcy ... it was discharged in XXXX XXXX after he died ... .He had a living trust ... naming me as the executor of the estate, his power of attorney, and I am on the deed to the property. I was then in the process of finalizing the application papers for a PIR/modification when XXXX sold me or dueltracked me in XXXX XXXX to a company called SLS ... .who told me that they were a mortgage company that now owned my mortgage ( that was a lie ) ... and I was then forced to start all over again ... meanwhile they were adding fees, fines and lawyers fees onto my mortgage to the tune of and additional {$20000.00} and counting!!! I worked with all the Fed agencies with SLS but SLS kept asking for more docs ... Finally I hired a real estate attorney and together we have given SLS all the docs they would have received from XXXX but wanted more and more. In XXXX XXXX, I asked them for the name of their law firm when they informed me I was 'flagged for sheriffs sale, '' even though we were going thru the modification process ... .I then called their attorney ... XXXX., and spoke directly to their lawyer who verbally and with a letter, assured me my house would not go to sheriffs sale, while we were in the modification process ... they lied again ... In XXXX I got a notice in my mailbox from the XXXX Co sheriff , that my home was slated for auction on XXXX XXXX XXXX!! SLS has continually lied to me about who they are, and have done everything to block me from the modification process.. They along with XXXX have duel tracked my mortgage and also are in direct violation of XXXXPlease help me ... no American should have to b subjected to these blatant stalling tactics and violations. I am trusting that you will find them in violation with an appropriate lawsuit action and demand that SLS comply with the Federal guidelines that allow me a modification/pir that I am more than eligible for and meet the qualifications that they are blocking me from and piling on more fees, fines and lawyers fees. Thank youXXXX XXXX XXXX
Company Response:
State: IN
Zip: 46360
Submitted Via: Web
Date Sent: 2015-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-29
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Ongoing : [ Case number : XXXX ], [ Case number : XXXX ] With regards to the response from SLS and XXXX XXXX XXXX, unfortunately it was inaccurate and lackingpertinent information regarding our initial XXXX loan modification XX/XX/2013. First, all3 initialmodification payments were made on time to XXXX XXXX XXXX and attached are supporting documentswhich were sent to SLS confirming that from copies of entries from our checking account. Secondly, wecalled multiple times to confirm with XXXX XXXX XXXX during that 3 month trial period to make sureeverything was ok and on track with our modification and each time we were told everything was fineand looked ok. And lastly, we did in fact receive a XXXX letter from XXXX XXXX XXXX on XX/XX/2013stating our trial loan modification was denied which surprised us as we had been told everything wasfine during the prior multiple calls to XXXX XXXX XXXX to confirm we were on track with our trialpayments. So as soon as we received the denial letter we called XXXX XXXX XXXX to question why wewere receiving it, and the response we received from the customer rep was to, " ... .. ignore the letter as itwas sent to us in error. '' And we were also told to keep making the trial payments even though it wasafter the 3 months which we also complied with.
Company Response: Company chooses not to provide a public response
State: AZ
Zip: 85249
Submitted Via: Web
Date Sent: 2015-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-24
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: On XXXX of 2011, my mortgage loan was modified under the " Make Home affordable '' Government plan with XXXX and subsequently transferred to a servicer called SLS. Shortly after the transfer, SLS increased my mortgage payments from {$2000.00} to {$2200.00} without any notice. An increase of XXXX in which I believe is was an error for what I have been financially burdened. I am looking for restitution for those monies I have overpaid over the time of the loan. I am attaching a copy of my original modification documents in support of this claim.
Company Response:
State: FL
Zip: 33431
Submitted Via: Web
Date Sent: 2015-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-21
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I received a collection notice from a subservicer of my mortgage company. They said that I do not have documentation regarding hazard insurance and threatened to buy insurance for me. This is in spite of the information having totally transferred over from the previous sub-servicer and the information actually being online.
Company Response:
State: CA
Zip: 92336
Submitted Via: Web
Date Sent: 2015-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-20
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I am filing a complaint against Specialized Loan Servicing LLC ( SLS ). At best, SLS has a faulty billing/payment process. At worst, the SLS 's billing/payment process was intentionally designed to charge their customers additional interest and late fees. The HELOC loan my wife and I had with this company was at the end of its term, due date XXXX/XXXX/2015. I sent in a final payment to cover the remaining balance for the XXXX/XXXX/2015 billing cycle. SLS received this payment into their account on XXXX/XXXX/15, the due date for the given billing cycle. SLS is now claiming that we still owe {$95.00}. This loan should be closed and the balance set to XXXX. This was not the first time that SLS has made an error in their collection process and attempted to charge us for their error. Our loan was sold to SLS within the last year. The first payment that we made to SLS on this loan was recorded as a principal payment rather than a monthly payment. SLS attempted to charge us a late penalty for that given month. My wife had to call SLS to have them register our payment as our monthly payment and to have SLS remove the late penalty. With this latest error, I am convinced that SLS ' errors are actually part of the company 's business model - SLS makes errors and then charges unsuspecting customers penalties for SLS ' errors. Here is a timeline of my final payment to SLS:XXXX/XXXX/15 - mailed final payment to SLS in the form of a check. XXXX/XXXX/15 - the check was deposited by SLS, check is stamped " RECEIVED XXXX XXXX 2015 Teller XXXX ''. ( Please see attached image of check ) XXXX/XXXX/15 - amount of final payment was deducted from my bank account, based on bank account records. The payment was due on XXXX/XXXX/15, SLS received my payment on XXXX/XXXX/15. XXXX/XXXX/15 - received XXXX letters from SLS. XXXX stating that there is a remaining balance of {$62.00}, another stating that there is a remaining balance of {$95.00}. ( Please see attached image of letter requesting {$62.00} ) XXXX/XXXX/15 - called SLS at XXXX PT. Spoke to a XXXX, she transferred me to XXXX. Requested that the loan be closed and the balance be set to XXXX. XXXX said that we still owe the balance of the loan. I stated that I am not paying SLS another penny. XXXX/XXXX/15 - received XXXX letters from SLS. Both of these letters state that we owe {$95.00} on this loan. ( Please see attached image of letter requesting {$95.00} )
Company Response:
State: CA
Zip: 906XX
Submitted Via: Web
Date Sent: 2015-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-07-20
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: My client attempted a loan mod with Specialized Loan Servicing ( SLS ). SLS took their trial payments, but never credited the payments to the account. Then, refused to complete the loan mod and started foreclosure proceedings, forcing my client into a short sale. All documents for short sale were timely tendered to SLS, but SLS continued to make repeated and contradictory requests : to leave the husband 's income off of the XXXX as unsteady and therefore not able to be counted as " income '' but then demanding along with the same XXXX a XXXX day XXXX statement for his " income. '' We argued that if he was receiving " income '' to necessitate a XXXX XXXX XXXX, then he qualified for the loan mod, otherwise no XXXX XXXX XXXX was necessary, and we move on the short sale. They finally agreed to move on the short sale, however, this issue was raised XXXX ( XXXX ) times by SLS until it was finally resolved. Then, instead of processing the file for investor approval, XXXX continued to sit on the file until the valuation expired, and performed a new valuation that was returned at 128 % of the XXXX of the property as reflected by comps, a XXXX, the offer on the property, and the original XXXX. We challenged the valuation with the above referenced documents, and SLS stated that they refused to change their valuation to be in line with the overwhelming evidence presented to them. Given the nature of our interactions and the tenor of and recalcitrance within their communications, I am concerned that SLS is not interested in cooperating in resolving this transaction in good faith.
Company Response:
State: WA
Zip: 985XX
Submitted Via: Web
Date Sent: 2015-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-07-19
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I have been asking for assistance from Specialized Loan Servicing for three years now, due to financial hardship. They stopped taking any payments from me since XX/XX/XXXX and have denied me help three times. Last month they started foreclosure proceedings, yet still suggesting I fill out the RMA ( Request for Mortgage Assistance ) a fourth time. A friend gifted me a decent sum of money to bring my HELOC current and start anew. The amount at the time was about {$8900.00}. One month later, last Mon, XX/XX/XXXX, I was given a payoff in the amount of {$9500.00} and change. When I called Wed because $ $ had cleared so that I could pay, I was told that I know owe over {$11000.00}, which of course I do n't have. In one month, SLS increased what they wanted from me by almost {$3000.00}, saying the person ( XXXX, Relationship Mgr ) should n't have given me the figure she did over the phone. I was told there are " other fees '' involved, like escrow fees and fees they paid to start foreclosure. First, my loan is already escrowed with my XXXX, and XXXX, it was their decision to start foreclosure proceedings instead of work with me, so why should I pay for their cruelty when I have been doing nothing but try to work out something with them?! It 's ludicrous what these lenders are allowed to get away with. I have a mediator from XXXX County of Consumer and Business Affairs helping me, as I have been struggling with SLS for four years now. I first went to them XX/XX/XXXX when they were going to increase my payments as the draw period ended, as I knew increasing monthly payments would be a hardship. Had they helped me then, when payments were {$200.00} a month, I would not be in this position now. Earlier this year, they sent me an offer with higher payments than the $ 300-plus they had increased my payment to, plus had respond dates that were two months past! I was told to send a letter, after a Relationship Counselor agreed that the offer had errors, so that they could rework it. That never happened. They sent me a letter saying they were starting foreclosure proceedings. A letter received by XXXX County Consumer & Business Affairs acting on my behalf now says that a letter SLS has sent off to me as a result of a request made to them last week has given me the sum of {$11000.00} to reinstate my loan and stop all foreclosure activity. As days go by, I 'm certain SLS will not hesitate to keep tacking on an exorbitant amount of unnecessary fees, just because they can. It seems they are n't regulated much and the consumer has no recourse, yet if a lawyer got involved, which I can not afford, those fees would be eliminated. In my experience since my loan was sold to SLS, they 're are only in the practice of making as much money off their customers as they can, instead of helping homeowners stay in the homes we worked hard for and deserve.
Company Response:
State: CA
Zip: 91103
Submitted Via: Web
Date Sent: 2015-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-07-16
Issue: Cont'd attempts collect debt not owed
Subissue: Debt was paid
Consumer Complaint: After reviewing my credit report, I discovered that SLS was reporting a mortgage that was once owned by XXXX XXXX XXXX in which a Deed in Lieu dated XX/XX/XXXX was submitted and excepted by XXXX XXXX XXXX. A 1692g request was received by Representative ( s ) and Agent ( s ) of SLS on XX/XX/XXXX. ( See Attachment A ) SLS responded with proper validation of a debt owed per 15 USC 1692g, however the company does not have proper information " Deed in Lieu ''. ( See Attachment B ) A notice to cure was forced to be sent to SLS containing the Deed in Lieu and my credit report to show that the alleged debt was XXXX ( XXXX ) out after the submission of the Deed In Lieu to XXXX XXXX XXXX. ( See Attachment ) SLS has NOT responded in addition to reporting the debt as a delinquency on my credit report and not as disputed. The loan was settled with XXXX XXXX XXXX per the Deed In Lieu and the allegations that a debt is owed to SLS are frivolous.
Company Response:
State: MD
Zip: 207XX
Submitted Via: Web
Date Sent: 2015-07-16
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: No