Date Received: 2023-04-28
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Specialized loan services, my mortgage company told me during covid not to pay payments because the STATE shut down my XXXX for COVID and i was in a forbearance. the mandates really hurts business but i am willing and able to pay for years now the have denied me for everything and refuse to help the are demanding my deed. they prolong help thru NJ housing and dev. and even they wont help. I will not ; lose my home over this covid closing. i was already battling hardship when covid hit
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07860
Submitted Via: Web
Date Sent: 2023-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was bought in XX/XX/XXXX. The new lender increased my payments {$300.00} a month. They sent a letter on XX/XX/XXXX stating when my mortgage was transferred to them the escrow was negative {$3400.00}. I spoke to previous lender XX/XX/XXXX and they stated that is not true. When my account was transferred it was showing {$630.00}. I spoke to previous lender XX/XX/XXXX and requested my payment history for the entire length of them having my account. I have not received that yet. I also spoke to current lender same day and told them the previous lender messed up my account and they didnt even pay my XXXX taxes till XXXX XXXX XXXXXXXX. I had to audit my own account every year. They will not contact the previous lender to sort this out. Told them if they did the math, add up the escrow I paid every month and add up the taxes and insurance they would see the previous lender made a mistake somewhere. But they will not do that and changed my monthly payment from {$1200.00} to {$1500.00}. They will not do anything to find the mistake. I have made every payment in the full amount and on time. I have excellent credit. I feel like they are double charging me. Since I have paid everything how is it short? Add up my payments and its more than enough to cover taxes and insurance. So why am I being double charged?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77379
Submitted Via: Web
Date Sent: 2023-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-28
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: I set up automatic payments with an approval for {$1500.00} with SLS.net ( specialized loan servicing ) a mortgage provider. They changed the amount to debit from my check account. Without prior authorization from me. They changed the amount to debit to XXXX which is a 36 % increase to my payment without my prior authorization. There is no reason they should have modified my account by 36 % nothing else comes out of the debit other than my mortgage payment itself. My taxes, insurance, hoa, etc is all paid by me throughout the year as it is due.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77469
Submitted Via: Web
Date Sent: 2023-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Dear CFPB, I appreciate your assistance in my dispute ( XXXX ) with Specialized Loan Servicing LLC ( SLS ) regarding my Home Equity Line of Credit ( HELOC ) account. I have reviewed SLS 's response and would like to request further clarification on the following points : 1. SLS 's lack of communication : SLS mentioned that they did not contact us from the time the lien ownership and servicing were transferred to them in XXXX until XXXX ( 10 Years ) due to the account being under XXXXXXXX XXXX XXXX bankruptcy protection. While we understand the limitations on debt collection calls and monthly billing statements, SLS 's response does not address why they could not have communicated with us in any other way during this period. For example, they could have sent informative correspondence about the lien status and servicing or addressed any non-discharged obligations. Their failure to do so has caused significant financial harm and potentially constitutes a failure to properly service the loan. We would have been able to manage this debt/lien if it had been communicated to us at any point. Is it acceptable for SLS to purposely withhold information about the lien and not reach out to us for such an extended period? This raises concerns about their compliance with the Real Estate Settlement Procedures Act ( RESPA ) and the Consumer Financial Protection Act ( CFPA ). Can the CFPB please assist in providing clarity on this matter? XXXX. Misinterpretation of settlement offer : Although I sent a letter with a settlement offer at the beginning of XXXX, SLS claimed that my letter opened a short sale discussion in their written response. This misinterpretation may indicate miscommunication or mismanagement on SLS 's part. Can the CFPB provide clarity on if this is proper management? 3. SLS 's insistence on providing the first lien payoff amount : When I called SLS for clarification regarding their confusing response to my settlement offer, they insisted that I provide the first lien payoff amount before even considering my offer of {$61000.00}. I believe this requirement is unnecessary and could potentially lead to foreclosure. It's important to understand that my financial situation is quite challenging. In XXXX, XXXX faced significant healthcare costs due to XXXX XXXX, and we also support my elderly mother here at the house. Unfortunately, we don't make a lot of money as we don't have college degrees and immigrated here to make a better life for our family. The proposed amount of {$61000.00} is genuinely the most we can afford without risking our ability to keep our home, which we've been planning to retire in one day. XXXX. Ownership of the lien : We know that SLS is the current owner/originator of the lien, but they have not been forthcoming with this information in their response to the CFPB. Please ask SLS to clarify their relationship with the lien and explain why they did not disclose this information in their initial response. XXXX. Inadequate payment history : SLS provided a payment history to us and the CFPB that only states " Fee Billed '' without any additional information on charges. I find it difficult to understand the fees and interest applied to our account due to this lack of transparency. I'm unsure if this might be related to the Truth in Lending Act ( TILA ), which, as I understand, requires creditors and servicers to disclose essential information about the terms and conditions of a loan, including interest rates, fees, and payment details. Could the CFPB please clarify whether SLS 's provided payment history is in compliance with TILA? And, if possible, request SLS to provide a detailed breakdown of all fees and interest charged, including the dates and amounts for each, so we can better understand our loan situation. For context, the 2nd loan had a balance of {$56000.00} at time of foreclosure and loan modification. XXXX. Confusion during the loan modification process : The notice I received from XXXX XXXX XXXX in XX/XX/XXXX about the lien transfer to SLS was ambiguous and did not provide a clear and direct statement about the transfer, leading to confusion regarding the transfer and the parties involved. Additionally, since the second loan was discharged and charged off, I was under the impression that I had no obligations. It later came to my attention that XXXX XXXX XXXX did not include this second loan as part of the loan modification I underwent in XXXX. Although this oversight was my mistake, I feel that XXXX XXXX XXXX 's failure to inform me that the second loan was not included, despite providing its information during the process, constituted improper behavior. Can the CFPB take this into consideration? XXXX. Difficulties in communication with SLS : I've experienced difficulties in communication with SLS, through long hold times, transfers between departments, the inability to contact my main point of contact, and unclear letters, which has caused undue stress, time away from work, and impacted my well-being. We acknowledge that we made an error during the foreclosure process and subsequent loan remodification in XXXX, and were unaware of the ongoing existence of the HELOC lien. Despite this, we are fully committed to paying the principal amount, any applicable fees, and working with SLS in good faith to resolve this matter. However, we can not help but feel that being unexpectedly confronted with this loan, the start of the foreclosure process, the lack of proper communication, and the seemingly arbitrary fees and interest have placed an undue burden on us and our family. We believe that everyone deserves a fair chance, and that includes us in this challenging situation. We're reaching out to the CFPB in the hope that you can help us obtain more information and ensure that we are treated fairly in this matter. Your support means a lot to us, especially when we're dealing with something so stressful. We have compiled some of the paperwork and documentation that are relevant to the points above in the shared onedrive link below. https : XXXX! XXXX? XXXX Thank you for taking the time to address our concerns. We look forward to your response and any additional assistance you can provide in resolving this issue. Please let us know if you need any additional paperwork or documentation as we would be happy to provide them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33547
Submitted Via: Web
Date Sent: 2023-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is a follow up on the original complaint number : XXXX XXXX XXXX SUBMITTED ON XX/XX/XXXX PRODUCT Mortgage ISSUE LOAN NUMBER ; XXXX ( SPECIALIZED LOAN SERVICING ) INVESTOR ( XXXX XXXX ) According to the servicer the investor listed on the mortgage note is XXXX XXXX . XXXX XXXX has denied that they are the investor and the loan is serviced by Specialized Loan Servicing. 1. According to Specialized Loans Servicing, XXXX XXXX does not allow a recast on this loan. XXXX XXXX has repeatedly stated they are not aware of this guideline. 2. Specialized Loan Servicing took a payment on XX/XX/XXXX for the month of XXXX, XXXX stating that payment will allow the loan to be setup for a bi weekly payment. On XX/XX/XXXX XXXX the servicer request a payment be made and applied towards XX/XX/XXXX mortgage payment at which stage a bi weekly payment will be allowed. At this point they have taken two payments and they are not able to setup a bi weekly payment for the month of XXXX on Specialized Loan servicing has not clearly described the reason why the loan is ineligible for a recast.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11427
Submitted Via: Web
Date Sent: 2023-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I contacted Specialized Loan Servicing in writing requesting my Private Mortgage Insurance be cancelled on XX/XX/XXXX. I didnt receive a response so I called them on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and was told on all occasions I was sent a form that I needed to complete. I advised I never received a form and each time requested they mail it out again. Over a year later I still have not received any documentation regarding my request. I asked for it to be faxed or emailed and was told thats not possible.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/2022, our mortgage servicing company, Specialized Loan Servicing ( SLS ) withdrew {$1700.00} from our escrow account. These funds were supposed to be transferred to XXXX ( our insurance company ) to pay for our homeowner 's insurance. Instead, SLS wrongly disbursed these funds into the bank account of a third party who is not affiliated with XXXX. Since XXXX did not receive these funds, we had to pay XXXX out of pocket in the meantime. Because SLS lost our {$1700.00} through their own negligence, we have asked SLS to refund these funds to our account. Despite repeated and exhaustive efforts on our part -- including at least 9 documented good-faith attempts to reach out to SLS over the past 7 months -- SLS has repeatedly refused to address our complaint and issue a refund. We believe their customer service has been willfully misinterpreting our complaint in order to avoid having to pay for their error. We are asking that the CFPB assist us in securing a refund, to our escrow account, of the {$1700.00} that SLS lost by disbursing to the wrong party. Since we have exhausted other avenues of outreach to SLS, we would greatly appreciate your assistance with this matter. We have attached copies of our recent correspondence with SLS, which details the extensive ( and unsuccessful ) outreach attempts. As you can see, SLS insists their check was deposited -- which is not in dispute -- and ignores the crux of the matter, which is that their check was deposited into the wrong account, causing us to lose the funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10026
Submitted Via: Web
Date Sent: 2023-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Specialized Loan Servicing ( SLS ) took over the payment processing for the mortgage in the name of my deceased fiance 's estate from XXXX XXXX. I am the administrator of the estate and have been the contact/representative for the past 4 years. The loan is currently in COVID forbearance. On XX/XX/XXXX I received notice from XXXX that servicing was being transferred. I received nothing from SLS. Concerned that XXXX has screwed up ( as has been the case throughout my dealings with them ), I contacted SLS to confirm they had the correct address. They did. I still received nothing until XX/XX/XXXX - that in and of itself is inexcusable. Again, assuming the process had been screwed up, I contacted SLS on XX/XX/XXXX. I was informed I as not an authorized party on the loan. Which means there is NO ONE they will communicate with regarding the loan, as I am the estate for all intents and purposes. I called XXXX and was told a " packet '' had been sent XX/XX/XXXX with all information and was condescendingly assured the loan would transfer exactly as it was with XXXX. XX/XX/XXXX I FINALLY received mail from SLS. The loan shows it is in default. No indication of forbearance. I call and am informed they still have no record of me as an " authorized thrid party ''. I am NOT a third party. I am the estate. And for them to refuse to acknowledge me means they refuse to communicate with the estate. Today ( XX/XX/21 ), I received the XXXX bill, with multiple discrepancies- the amount of principal and escrow shows as XXXX which is false. They also show a payment from escrow for local taxes which were paid by WF 2 months ago. Again, as they will not talk to me I have no way to resolve these issues. I have submitted all information regarding identity, estate, etc. - which I should not have had to since it had all been provided to XXXX years ago and it is the responsibility of these servicers to not XXXX the accounts up when they're wheeling and dealing- and I am still not acknowledged. I also received a collection notice for the forbearance payments. Again, there is NO EXCUSE for this mess. I can't even dispute this- which again I should not have to - since they refuse to recognize me. Both of these companies are a disgrace and should be held accountable. I have already filed a complaint on XXXX to provide what they supposedly sent. SLS needs to IMMEDIATELY FIX everything. Ensure I am the account contact. Confirm in writing there is no overdue debt and that the loan is in forbearance, correct all of the information on the statement, and reverse the double tax payment. I should not have to deal with this obscene stress. Again, having already gone through a similar nightmare with XXXX the 1st time around.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19468
Submitted Via: Web
Date Sent: 2023-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: As indicated in the earlier complaint on XX/XX/XXXX I came out of forbearance due to Covid. Since then, I have made monthly payments to Specialized Loan Servicing ( SLS ) of {$3400.00}. In XXXX payments of {$3400.00} were made on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. In response to my earlier complaint SLS reported that on XX/XX/XXXX deferral was processed and the account was current. 3 weeks ago, I was notified that my credit rating was reduced from XXXX to XXXX due to late and missed mortgage payments to SLS. The SLS message center claimed that my account was past due. I sent SLS the canceled checks showing that payments have been made and ask for a correction of the credit report. A XX/XX/XXXX SLS Message claims my XXXX payments have been late and that I owe {$15000.00}. I sent SLS copies of all 12 canceled SLS checks each for {$3400.00} for XXXX. As indicated with the checks, I have always made payments on or about the XXXX of each month, which was my due date. During XXXX I have received no indication or any reporting from SLS that my payments were up to 57 days late and that I was accruing delinquent late fees. The only correspondence from SLS was 6 notices of Intent to Foreclose ( XXXX, XXXX, XXXX and XXXX, XX/XX/XXXX and XX/XX/XXXX ). In addition, SLS has not provided a XXXX Form 1098 Mortgage Interest Statement. In XXXX payments of {$3400.00} have been made on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and a payment was mailed on XX/XX/XXXX. Since I have received zero monthly statements from SLS for XXXX, XXXX and XXXX I requested then in writing on XX/XX/XXXX, which I received this week. The provided XX/XX/XXXX Mortgage Statement claims I owe {$16000.00} due to late fees and missed payments. If required, I can provide copies of all canceled checks that SLS has cashed. Thank-you for your attention to this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33133
Submitted Via: Web
Date Sent: 2023-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/2023 I recently was approved and received a loan from XXXX XXXX. The loan is now serviced by Specialized Loan Servicing , LLC in accordance to a letter that I requested as a welcome dated XX/XX/2023, but received at the end of XXXX after placing a call to XXXX XXXX on XX/XX/2023. At the time of the processing of my loan, the date for my payment was the XXXX of the month. This was set up as ACH. Summary of Activities : On XX/XX/2023 I called XXXX XXXX at XXXX spoke with XXXX to indicate that I wanted to verify when my payment was due and the exact amount. XXXX provided me the date of XX/XX/2023 and the amount. My payment was processed from my account in accordance to the XX/XX/XXXX established at the time of the processing of my loan. I received a statement ( See attached Exhibit A ) that indicates I am past due on my loan. My loan can not be past due as the first payment was due on the XXXX of the month. On XX/XX/2023 I called and spoke with XXXX ID XXXX XXXXXXXX, XXXX indicated I was not late, however my statement is showing I am past due and delinquent on my payment. I explained that this would also report negatively on my credit report. I further explained that this should be corrected. I was told that this could not be corrected. I requested to speak with a supervisor to state my case. XXXX, indicated he would send me to his supervisor XXXX. XXXX indicated XXXX could not send me to anyone else and/or schedule a call back from someone within the organization. XXXX indicated I am not late ; this is how it shows on the statement. This is not satisfactory for me and appears as if I am negiliant in my financial responsibilities. I am not comfortable with someone telling me I am not late and documentation shows otherwise. I later spoke with XXXX ID # XXXX whom indicated once again I was not late, but if I wanted to change my payment date to match there statement date I could. This is not effective customer service when the client is being penalized based upon information provided at the time of the loan closing. I was told through Achieve to set my loan ACH for the XXXX of which I did and followed instructions. Specialized Loan Servicing indicates this is the last day of the grace period and the statements go out before that date. There has definitely been miscommunication, lack of communication and erroneous communication to me as a customer. Therefore, why would I need to change my due date. Additionally, I was told there was not a physical address to submit a Qualified Written Request as I wanted to ensure that someone would receive and sign for my notification. Secondly, I was told I could not send the qualified written request through the email that was sent to me, and third, I was told that I could not fax my Qualified Written Request to anyone. The only place to send it was to the XXXX XXXX XXXX file and there is no guarantee that someone would get it. Again, why send a Qualified Written Request if there is the possibility that it will not been seen, and/or concerns addressed by anyone. Thank you,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85142
Submitted Via: Web
Date Sent: 2023-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A