Date Received: 2023-01-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX Specialize Loan Services ( SLS ) XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, CO XXXX RE : Consumer Financial Protection Bureau Previous COMPLAINT ID : XXXX, Submitted XX/XX/XXXX Outcome : As of XX/XX/XXXX, Specialize Loan XXXX XXXX XXXX ) responded to the complaint. However, XXXX Failed to Resolved the matter in the complaint. I am submitting a new complaint because SLS failed to Resolved the matter in the above-mentioned complaint ( attached ). SLS Mortgage indicated in their response to my original complaint ID : XXXX that they contacted me regarding the AHFA information needed to resume my payments. This information is not accurate. However, I did received numerous HARASSING collection communications from SLS Mortgage. In addition, as of this writing, SLS, has not corrected the issue of my complaint ( attached ). The Mortgage company indicated in their response that addition information was submitted to XXXX to resume payments on XX/XX/XXXX. This is unclear, my loan was not transferred to SLS Mortgage XXXX until XX/XX/XXXX. Also, SLS did not do what they said they were going to do to resolve the matter. As of this writing, 1. have not received confirmation that AHFA has received the required documents from SLS MORTGAGE to resume my mortgage payments 2. and the Credit Reporting Agencies has not been updated to remove ALL derogatory reporting from my credit report. In fact, according to XXXX XXXX ( AHFA Supervisor ) email ( attached ), dated XX/XX/XXXX, their office still has not received the requested mortgage information to resume my payments. The email further states that there are 43 other homeowners information that SLS has failed to submitted to their office. For that reason, they have forward to the HAF Administrators due to SLS failure to cooperate.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 354XX
Submitted Via: Web
Date Sent: 2023-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-17
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I previously made a complaint about this servicer about a unscrupulous charge I have had this mortgage for several years without issue with several other servicers I have used the same bank to make automatic payments without issue I now get this new mortgage servicer and its been nothing but problems XX/XX/2023 I received a phone call from XXXX about a " lost payment " on loan # XXXX I was told by manager XXXX that he was " warning me " that if I want them to look for the payment I would need to go to their website and fill out forms My previous payment before the complaint was processed with no issue. I gave the check number # XXXX tracking information, dates this was electronically processed through my credit union this was not enough I absolutely believe that this level of difficulty is due to the fact I wrote a complaint about them They are now trying to create situation of confusion and issues where there are none the servicers sole responsibility it to process payment I gave them the same information over the phone as I am submitting here today
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The previous servicer ( XXXX XXXXXXXX XXXX XXXX XXXX XXXX ) received a wire for {$49000.00} on XX/XX/XXXX. My loan was transferred to another company ( Specialized loan servicing ) on XX/XX/XXXX, XXXX keep stating they do not have funds. Specialize loan servicing is refusing to communicate with XXXX ( the company they purchased my loan from ). They refuse to reach out to there servicing transfer dept. or cashiering department to have these funds applied to my loan. Specialize loan state I need to show them proof but they need to get it from XXXXthe money source, they received the money. I have been trying to get XXXX to send the funds to the new company for almost XXXX months now. I called the XXXX today, XX/XX/XXXX, now they are telling me they still have not wired the funds when multiple managers assure the funds had already been sent to new company. ( stated they wired your company the {$49000.00} that was received by them. Below is the bogus wire info from there rep. ref # XXXX confirmation # XXXX I need these funds posted to my loan. None of my funds need to be applied the inspection and XXXX fees, its not valid and you all and the previous company are investigating. The funds will bring my loan current plus payment for XXXX future months, use funds to cover my escrow shortage, then place remaining funds in unapplied. In additional, XXXX has legal fees and inspection fees when I was on the XXXX then tried to get mod sent with updated dates. I was protected by the Cares Act, there is no reason my loan should have gone into foreclosure, I kept constant contact. You all need to do your job and reach out to XXXX. You both have me playing the middle guy when yall need to communicate. WHERE IS THE {$49000.00}?!?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30213
Submitted Via: Web
Date Sent: 2023-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Specialized Loan Servicing has once again failed to properly apply a mortgage payment. In this case, the payment is the final payoff payment on the mortgage. The payment was due XXXX. I was unable to make the payment online as I had always been able to do. So, I learned I needed to request a payoff statement. I requested the payoff statement on XXXX. I received the payoff statement on XXXX. I mailed the required cashiers check in the amount of the payoff amount on XXXX. Specialized Loan Servicing received the cashiers check of {$970.00} on XXXX. The cashiers check cleared XXXX XXXX Bank on XXXX. Specialized Loan Servicing has since mailed several requests for payment of this amount and called me several times for payment even though they had received and deposited the cashiers check. I spoke with someone at Specialized Loan Servicing who found that the payment had been made, and who said that Specialized Loan Servicing would be filing a Satisfaction of Mortgage with the XXXX XXXX XXXX XXXX XXXX. Specialized Loan Servicing has failed to file a Satisfaction of Mortgage with the XXXX XXXX XXXX XXXX XXXX Specialized Loan Servicing has reported this mortgage payoff payment as over 30 days late to the XXXX XXXX XXXX. My XXXX XXXX of XXXX with XXXX has dropped dramatically to XXXX. I am not aware of what my credit scores are with the other XXXX XXXX XXXX. My online account with Specialized Loan Servicing still does not show that this payment has been made.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32548
Submitted Via: Web
Date Sent: 2023-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My XXXX XXXX XXXXor {$3200.00} for XXXX and has been paid in full. I have been paying my own insurance since 2003 and was never part of loan. I am charged {$420.00} for what I have no idea. XXXX never paid {$790.00}. SLS should not insurance. My property tax should be {$260.00} not {$420.00}. I need response 15 days or less no extension is allowed
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Specialized Loan Servicing has lost one of my mortgage payments and will not provide a solution to the problem. On XX/XX/2022 I sent {$1500.00} to XXXX XXXX XXXX. This was the initial payment on our mortgage. XXXX XXXX XXXX then sold the loan to Specialized Loan Servicing and this {$1500.00} payment was sent to them in order to be applied for our XXXX payment. Specialized Loan Servicing is saying that they have not received this payment and as of today XX/XX/2022 it has not been applied to my account. XXXX XXXX XXXX has confirmed multiple times that this payment was submitted to Specialized Loan Servicing via ACH. XXXX XXXX XXXX sent the ACH confirmation to Specialized Loan Servicing on XX/XX/2022 and resent it again on XX/XX/2022. I have also sent Specialized Loan Servicing my bank statements as proof of all payments being taken from my account. Since they have not applied the initial payment I had to make an additional payment for XXXX in order to avoid any late fees. I have paid Specialized Loan Servicing directly for XXXX, XXXX, and XXXX. Those three payments have all been applied to my account, but the initial payment made to XXXX XXXX XXXX still has not. I have called multiple times and I have even authorized XXXX XXXX XXXX to call on my behalf which they have. We can not get any resolution to this problem. Every time they tell us it's being escalated but nothing happens. There have been multiple cases opened with them and they all get closed with no resolution and no real answers. This has been going on for over 3 months and I can no longer waste my time on the phone with them to get nowhere.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 51503
Submitted Via: Web
Date Sent: 2023-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: After reaching out to the servicer yet again for a status update on the cancellation of the prepaid PMI it appears that their systems are so reckless that they apparently have no idea what I am talking about even though : ( a ) in Complaint XXXX ( attached ) they told me and the CFPB that they had initiated the process to allow us to have the prepaid PMI cancelled and refunded ; ( b ) they ordered the BPO which demonstrated we have enough equity to cancel the PMI ; and ( c ) there have been multiple CFPB complaints about this issue. This servicer replied yesterday ( XXXX XXXX ID : XXXX ) saying : Thank you for your inquiry. Our records do not reflect the account having BPMI, and no disbursements out of the escrow account in the last XXXX years. It is our pleasure to assist you. '' We know there is no PMI being paid out of escrow. This is about a prepaid policy that can be cancelled and proportionally refunded. How is that so difficult to understand? This servicer should not be allowed to service the loans of federally-backed XXXX XXXX XXXX XXXX They just take money while being incapable of doing anything remotely different or complex.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32216
Submitted Via: Web
Date Sent: 2023-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Refinanced mortgage XX/XX/XXXX to remove PMI. XXXX XXXXSLS deliberately undercalculated my insurance premium ( which I didn't notice, of course ) and tacked the shortage onto my mortgage in XX/XX/XXXX. I opted to purchase cheaper coverage to try to get my mortgage closer to what it had been. I purchased a replacement policy XX/XX/XXXX to be effective XX/XX/XXXX. Somehow my existing insurance carrier cancelled my policy on XX/XX/XXXX, in spite of my request to continue coverage until XX/XX/XXXX. I sent the refund check I received from my previous carrier to SLS upon receipt using the letter sent to me by SLS ( which DOES NOT indicate endorsement is needed ) on XX/XX/XXXX to be delivered on XX/XX/XXXX via First Class mail. I received the check back with a letter saying that I needed to endorse the check on XX/XX/XXXX. This could have been avoided if those instructions were INCLUDED with the letter requesting the check. I received another letter the same date saying that I would be charged {$260.00} for insurance premium ( that was actually {$160.00} ) if I didn't provide proof of coverage from Branch and XXXX 's mishandling of the replacement policy and cancellation. Overall, SLS has been a nightmare and I regret ever doing business with them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80249
Submitted Via: Web
Date Sent: 2023-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am getting payments monthly through XXXX paid to my mortgage company for 18 months, from a program for XXXX. The payments started in XXXX and I made a payment so it would not be late, and after several calls and complains they credited the payment HAF made, so I have always been a month ahead. They have not shown a payment since XX/XX/XXXX, after messing up XXXX payment and my account still shows unapplied funds unidentified for a full payment on XX/XX/XXXX. There have been NO payments made since, although XXXX has confirmed there has been. After several calls and emails and being told no payments were there, on XX/XX/XXXX I got a message saying XXXX were there, just not credited. I am again approaching the late date in 6 days and I have XXXX payments that are not being credited to my account and has not been since XXXX, this is insane. Here is the message direct from the mortgage company : XXXX Specialized Loan Servicing to : XXXX Sent : XX/XX/XXXX XXXX PM Thank you for your inquiry. The account reflects that the XX/XX/XXXX monthly payment was posted on XX/XX/XXXX already. After further review, there is a note on the account that XXXX payments were received in the amount of {$380.00} each from XXXX FL. Once the posting instructions is sent to have it posted for the XX/XX/XXXX and XX/XX/XXXX monthly payment, the payment will be posted. Please allow additional time as there are multiple loans on the payment that was sent over from the XXXX FL. Thats why the posting take a bit of time. We appreciate your patience while the payment posting is being worked on. If you require further assistance, please do not hesitate to contact us via the online Message Center. Thank you, XXXX XXXX ID : XXXX SLS accepts calls from relay services on behalf of hearing-impaired borrowers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32707
Submitted Via: Web
Date Sent: 2023-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have missing escrowfundswhich my mortgageservicers refuse to account for. I had a mortgage serviced by Specialized Loan Servicing ( Loan # XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX ) that was transferred to XXXX XXXX XXXX Loan XXXX ) in XX/XX/XXXX. When the loan was transferredto XXXX XXXX {$5800.00} in escrow funds were not transferred. At the time of transferthere was {$6800.00} in escrow and only {$960.00} was sent to the new servicer XXXX Specialized Loan Servicing refuses to say why they only partially transferred my escrow ). I have attached the escrow accounting from XXXX showing this. XXXX then shows {$5800.00} as a miscellaneousdisbursementbut neither I nor the new servicer have receivedit. I have attached my first statement from XXXX XXXX showing only XXXX in escrow funds. Specialized Loan Servicing is stating that they no longer have a responsibility to open an inquest into these funds as they no longer have the loan ( although the transfer was only in XX/XX/XXXX ) and XXXX XXXX is stating it is not their responsibility as Specialized Loan Servicing was responsiblefor transferringthe funds. SLS is also stating that they no longer keep records pertaining to prior loans and can not research this item although it just happened a few months ago. This is the second escrow discrepancy over XXXX I've had with Specialized Loan Servicing and per my bookkeeping my other loans ( XXXX in number ) have various missing funds. I submitted written requests ( submitted XX/XX/XXXX ) for escrow accounting for these loans but Specialized Loan Servicing says as they are no longer the servicer they don't have these records ( even though the loans were transferred in XXXX ). These are the other loans I submitted a written request for escrow information from SLS for but was denied : Loan XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Loan XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX Loan XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX Loan XXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX Loan XXXX XXXX XXXX XXXX XXXX, XXXX XXXXXXXX XXXX XXXXXXXX Loan XXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70448
Submitted Via: Web
Date Sent: 2023-01-09
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A