Date Received: 2022-10-29
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Throughout the underwriting process with XXXX, I had confirmation that our loan would be principal/interest only. We put 20 % down so we should not need to pay for PMI or use escrow for taxes/insurance. In fact, we already paid for the first year of homeowners insurance at closing. But the final documents were incorrect on the day of closing. Now our loan has been purchased by a company called Specialized Loan Servicing and getting them to remove the PMI, refund our escrow, and set up our payments correctly is like pulling teeth. Their response, to quote directly : " the account is set up with escrow and is a PMI type loan. I have attached a copy of the closing documents which show the escrow on the account. Thank you, XXXX XXXX ID : XXXX '' No attempt whatsoever to correct the error.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 503XX
Submitted Via: Web
Date Sent: 2022-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have a XXXX mortgage with the same server as my XXXX mortgage, which I am current on the XXXX mortgage and have been. I filled bankruptcy over 13 years ago and have not heard from my servicer until this year. When I filed bankruptcy, I thought my XXXX mortgage was included since I never heard from my XXXX mortgage. For the past 13 years I have been working with SLS and have maintained in good standing on the XXXX mortgage. During the course of this year is when I started receiving phone calls about my XXXX mortgage being in default and that it is in foreclosure status, while giving me no further information on a loan that hadnt been active for 13 years or the courses of action that I could take to obtain information or get better details on how to try to resolve this issue. I have continued to try and see my options might be and the only resolution that was offered to me by SLS was a modification without any documents but wanted {$27000.00} within 20 days and a signed modification which only last XXXX years, otherwise the loan will need to be sold and terms go back. This loan I have I got back in 2007 where it was stated income no proof of income on an adjustable arm that doesn't cap. As of today 's date, there is {$99000.00} in interest fee, the principal is {$55000.00} I have been trying to work with the lender because I can afford the monthly payment on the XXXX mortgage, but they will not allow it unless I do this modification which is not permeant. SLS said there is no other options no one else to talk to. I am currently working with rural housing to help me get into a modification so I can keep my home. I want to keep this home ; I have XXXX children that have grown up in this home which we love. I continue to hope SLS will work with me l, but it doesn't look that way as I have been served legal papers for foreclosure. Since being made aware of this situation my family and I have been trying to find and seek out options to stay in our home of almost 15 years.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 540XX
Submitted Via: Web
Date Sent: 2022-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: SLS has put me into forbearance and caused many issues from their actions. I never asked for forbearance and I have actually advised numerous times in my dealings with them that I did NOT want forbearance. They put my loan into forbearance and removed my automatic draft, both without my permission. They have breached their contract with me and I need immediate and full resolution... Timeline with SLS XXXX I lost my job with my previous employer and reached out to SLS to request an extension to defer 2 monthly payments. I went through a very long and very extensive painful process with them to try and seek the assistance I requested. After countless hours of multiple conversations and even filing a CFPB complaint against them, I finally spoke to someone who advised my loan can not have an extension and that forbearance or loan modification are only available to me. I advised I am not interested in either of those options. At this point, I had found a new job and I was thankfully able to maintain my mortgage payments. I did adjust my automatic draft with them so that I was no longer paying extra funds into my Principal Balance and it would be drafting the monthly payment amount moving forward. Fast forward to XX/XX/XXXX XX/XX/XXXX o Received a letter from SLS advising that my loan was 2 months past due and that they had put my loan into forbearance. o Logged onto their website to look at my loan information, it reflected that I was 2 months behind. I have an automatic draft contract with SLS and I have advised in the past that I do not want forbearance. There is no reason my loan should be in this status. XX/XX/XXXX XXXXXXXX XXXX o Missed a call from SLS. No voicemail or message was left. XXXX o Received a call and was advised that my loan was 2 months past due ( total amount of {$1800.00} per their website ). I advised that I received a letter stating my loan was past due and also that my loan was in forbearance. Thats not possible since my loan is on an automatic draft per the contract that I have with SLS and that I did not request forbearance and expressly stated on the phone that I did NOT want it. I advised on breaking CFPB guidelines and that I have had to file a CFPB complaint in the past on SLS. I had also advised that I have mentioned numerous times that if they call my phone, they have to leave a message. The Account Representative disconnected the call from their end while we were speaking. XXXXXXXX XXXX o I called the SLS phone number ( XXXX ) back and spoke with a female. I advised I would like to lodge a complaint on the previous Account Representative that hung up on me. I advised the situation and that I needed to speak with a Manager and have been expecting a call back from one. During this conversation I received a call from SLS, I swapped over to the new call since I believed it was the Manager I had been waiting on. No one would answer me when I picked up, it remained blank with no communication from their end for approximately 1 minute. All of a sudden there was a ringing as if it was trying to connect me with someone. However, it went to a voicemail that stated the phone number XXXX. XXXXXXXX XXXX o It was suspicious since it was not SLSs phone number on the voicemail and not registered to their website. I called the number ( XXXX ) since it was provided to me via SLS. An individual named XXXX answered and advised he was a supervisor with SLS. We discussed the situation and the past history of the horrible customer experience I had encountered with them since I had lost my previous job in XXXX. XXXX agreed that my loan should never have been put in forbearance and said he had no idea why or how someone would have flagged my loan as such. I requested to have any and all credit, payment, etc. taken care of that the event has caused and that I expect my loan to be due for the XX/XX/XXXX payment moving forward. I advised I would make the XX/XX/XXXX payment once they corrected the mistakes and covered the XX/XX/XXXX and XX/XX/XXXX payments. XXXX agreed and advised they would take care of it and make the situation whole as I described since it was their error. XXXX was to call me back when the issues had been corrected. XX/XX/XXXX XXXX XXXX o Missed a call from SLS. No voicemail was left. XXXXXXXX XXXX o Received a call from SLS. It was an Account Representative, he advised that he was not a supervisor and that he was calling to collect my debt. I asked if he had read the notes, he said no. He read through the notes and when he finished, he continued to try and collect the debt. I requested to speak with XXXX or a supervisor. He reached out to XXXX via an internal chat per the AR I was speaking with. XXXX answered him when they were messaging and I advised that if XXXX could message then he should be available to speak with. After some back and forth, the AR finally connected me to XXXX. o XXXX seemed like he was not expecting to speak with me. I advised on my request to speak with him and the conversation I had just had with his AR. XXXX advised he is still working on correcting what they had wrongly done to me. XXXX then advised that they would need the XXXX and XXXX payments. I advised that was not the conversation we had yesterday and that their company is to cover the XXXX and XXXX payments themselves. He asked me how and I advised thats not on me to figure out and that this was their mistake and not mine. I advised per our previous conversation, the loan is to be due for XX/XX/XXXX and I would make that payment either online or through him if needed and my loan will be set back up on automatic draft as it has been in the history, I have had with them as a customer. XXXX refused to take care of the past due payments and I advised again that is not what we discussed. XXXX advised he can not accomplish that ; I advised that I needed to speak with someone who could and that I thought he had the power to correct these mistakes when he discussed it with me the previous day. I advised that I had filed the previous CFPB complaint against them and at this point, Im going to pursue that again based on the situation. I also advised that I had spoken with an attorney on the matter since they had so wrongfully taken action against me as a person by putting me in forbearance and refusing to fix their mistakes in full. I advised on my job history and the job I currently do ( Mortgage Loan Originator ) and that Im not ignorant to their affliction. I told XXXX they done more than just make an error and that my livelihood and career are put in jeopardy when they submit those actions against my credit. The fact that I could potentially lose my licensure and everything I worked so hard for at risk. I advised I needed to speak with someone above him or with the power to fulfill or provide resolution on the harm they have caused. XXXX advised me of a person named XXXX ( XXXX ). I asked what their position and last name were. XXXX advised XXXX is a Collections Manager and advised he would not provide his last name. I questioned why and he advised he doesnt have to. I asked for the XXXX Managers name, XXXX refused to give it to me. XXXX put me on hold and said he was reaching out to the Escalation Department. When XXXX came back, he advised they would not take my call and based on the fact that I mentioned speaking to an attorney that a special team would have to call me back. He would not provide a name, department, or title for who is to call me back but advised I would receive a call within 24 hours. I advised I need a call back with full resolution by XXXX EST XXXX XXXX said this would happen. XX/XX/XXXX XXXXXXXX XXXX o Received a call and the Account Representative was attempting to collect my past due balance. I asked if she had read the notes, she stated no. I advised I am awaiting a Manager Call Back and Do NOT Call me regarding the debt and the only call I should receive from them is the one I requested. XXXXXXXX XXXX o Received a call and confirmed I was XXXX XXXX. I asked who I was speaking with and why I receiving a call after I expressly advised the previous representative to DO NOT CALL me regarding the collection of the debt and the only call, I was to receive was from the person XXXX advised was calling me. The Account Representative disconnected the call from his end. XXXXXXXX XXXX o It is now XXXX XXXX and I have not received any communication from SLS in regard to my conversation with XXXX. Also, I did not notice they had responded to my previous CFPB complaint. Some of the information they have within that post are not accurate and they are in fact not being truthful about some of the interactions from their end. The phone calls should be investigated since they are lying within their response. They have made several violations and continue to robo-call me to collect a balance that they are to correct. The Account Representatives confirmed the robo-calls and that they can not even view the notes before a call because the robot just connects them with an AR when a customer picks up.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37923
Submitted Via: Web
Date Sent: 2022-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: see below letter dated XXXX to Specialized Loan Servicing XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MO XXXX XXXX TUESDAY XX/XX/XXXX United States Mail XXXX XXXX ( XXXX fax confirmation dated XXXX Mortgage Assistance Application Sent ) Fax XXXX ( XXXX fax confirmation dated XXXX Mortgage Assistance Application Sent ) Phone XXXX XXXX XXXX, XXXX and Managing XXXX Specialized Loan Servicing XXXX XXXX XXXX XXXX XXXX, CO XXXX Regarding : XXXX MORTGAGE ASSISTANCE XXXX forbearance approval and XXXX money request. Hardship began XX/XX/XXXX. Third mortgage assistance application sent to Specialized Loan Servicing XXXX Property location at XXXX XXXX XXXX XXXX, XXXX, MO XXXX XXXX XXXX held the mortgage note in XXXX and XXXX Specialized Loan Servicing my loan on and after XX/XX/XXXX XXXX Loan # XXXX balance about $ XXXX as of XX/XX/XXXX XXXX XXXX of Specialized Loan Servicing : Enclosed please find the following documents : XXXX. XXXX XXXX faxed to XXXX, XXXX XXXX XXXX, XXXX XXXX, CO XXXX ; XXXX. XXXX Completed Mortgage Assistance Application on XXXX form XXXX ; XXXX. XXXX Unemployment Hardship Affidavit of XXXX XXXX. I filed a XX/XX/XXXX Consumer Financial Protection Bureau Complaint # XXXX in about XX/XX/XXXX against XXXX and/or Specialized Loan Servicing. You began servicing my mortgage in about XXXX and I was adversely affected. If I am eligible for financial compensation from the XX/XX/XXXX settlement that SLS made with the CFPB please let me know because I did not receive any compensation. Thank you for promptly approving my Mortgage Assistance Application request for a 36 month forbearance starting XX/XX/XXXX due to an Unemployment Hardship that began XX/XX/XXXX. Although my XXXX application was already faxed to you twice today, I am placing this letter with the enclosures in the United States mail today. The mortgage assistance application dated XXXX on XXXX Form XXXX supersedes all previously submitted requests for mortgage assistance. Today I am unemployed. Please review the enclosures itemized above. Thank you for approving the XXXXmonth forbearance requested in item # XXXX above due to an unemployment hardship caused by XXXX XXXX. Thank you in advance for wiring money due me from the CFPB settlement to my bank account. Sincerely, XXXX XXXX Enclosure : XXXX Mortgage Assistance Application dated XXXX forbearance requested Affidavit of XXXX XXXX Unemployment Hardship dated XX/XX/XXXX 2022
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 658XX
Submitted Via: Web
Date Sent: 2022-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-26
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Despite multiple written requests, the unverified accounts listed below continue to report on my credit report in violation of federal law. This is not a duplicate nor is this complaint being filed by a third party, I am filing this complaint myself. Please see this complaint is processed to the letter of the law. The last letter I sent to the XXXX credit bureau was dated XX/XX/XXXX but I never received a response from them. This account must be validated in accordance with Sections 609 ( a ) ( 1 ) ( A ) and 611 ( a ) ( 1 ) ( A ). If you do not validate this account, I will take legal action against you. Please follow the law so that this matter can be resolved as soon as possible. SPECIALIZED LOAN SERVI XXXX Date Opened : XX/XX/XXXX Balance : {$0.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93021
Submitted Via: Web
Date Sent: 2022-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My Mortgage was sold to Specialized Loan Servicing in XXXX. The monthly payment was {$1600.00} including the escrow for the flood insurance, home insurance and taxes. Effective XX/XX/XXXX my monthly payment increased to {$2400.00} because of escrow analysis in which the numbers do not add up. I have called several times and spoke to customer reps, who told me that I am paid up to XXXX, of which I have recorded. I have also used the message center to contact them.They sent me a message stating that they reviewed the account, and it reflects that the mortgage payment made on XX/XX/XXXX was applied to the XXXX monthly payment. The mortgage payment made on XX/XX/XXXX was applied to the additional principle, and if I would like the payment applied to the next monthly payment due for XXXX, to please advise them in another message. This does not seem to be correct, since I pay an additional $ XXXX $ XXXX monthly on my mortgage. I can not get anyone at this company to help me. I even requested for a company representative to call me back, and it has not happened. I would like your help in resolving this issue, given the history of Specialized Loan Servicing and their reviews. Thanks.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02301
Submitted Via: Web
Date Sent: 2022-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-25
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I am a victim of identity theft. I have advised the creditor and credit bureau to remove this fraudulent account, and they have refused.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53092
Submitted Via: Web
Date Sent: 2022-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My state taxes was not paid and I got a letter stating its past due with fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AK
Zip: 99654
Submitted Via: Web
Date Sent: 2022-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-24
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: The afternoon of XX/XX/XXXX a female came to my property address identifying herself as an independent field inspector hired by SPECIALIZED LOAN SERVICING, LLC to inspect my property. I purchased my property in an all cash transaction on XX/XX/XXXX, and so I was highly suspicious of this person since my property is not mortgaged. On XX/XX/XXXX I called the number on the form the independent field inspector gave me, XXXX. I spoke with someone named XXXX XXXX XXXX. I explained that I own my property and that SPECIALIZED LOAN SERVICING, LLC has no authority where my property is concerned. I told her that I purchased my property from XXXX XXXX on XX/XX/XXXX, which can be verified through XXXX XXXX, Texas ' public information. XXXX told me that she would send an email to their asset management department. I also received two letters ( one via USPS certifed mail ), both dated XX/XX/XXXX, addressed to a previous owner at my property address. The letters were a written " Notice of Default and Notice of Intent to Accelerate '' from SPECIALIZED LOAN SERVICING. The morning of XX/XX/XXXX I called the number on the letter, XXXX, referencing the loan number on the letter, and spoke to someone named XXXX XXXX XXXX. I explained to XXXX that the person the letter is addressed to is a previous owner of my property and has NOT owned my property for more than three years. I went on to explain that it is my understanding that when the previous owner owned my property she was foreclosed upon and lost the property through the foreclosure more than three years ago. I informed XXXX that I purchased my property in an all cash transaction from XXXX XXXX on XX/XX/XXXX and that the transaction was handled through a title company which guaranteed the property to be free and clear of all previous liens and encumbrances. XXXX told me that because I am not the person named on the referenced loan that neither she, nor a supervisor, can discuss the matter with me. I told XXXX that since SPECIALIZED LOAN SERVICING sent threatening letters to a previous owner to my property address concerning my property, and sent a hired agent to my property seeking to gain entry inside my property, that she most certainly should speak with me or transfer me to a member who can speak with me to resolve this issue. She told me that I need to send proof that I own my property to them, and I made it clear to XXXX that I do not bear any burden to send physical proof to SPECIALIZED LOAN SERVICING that I own the referenced property since I am the legal owner of record per XXXX XXXX, Texas ' public records which anyone can obtain online. XXXX then hung up on me. In summary, SPECIALIZED LOAN SERVICING is attempting to collect {$47000.00} ( as of XXXX ) or foreclose on my property based on a loan from a previous owner borrower who was already foreclosed on more than three years ago. Clearly SPECIALIZED LOAN SERVICING has outdated informaton that they are acting upon. I have tried to resolve this matter directly with SPECIALIZED LOAN SERVICING but they are refusing to speak with me because I am not the person on their referenced loan. If this matter is not resolved timely it could lead to a legal situation where I have to hire legal representation to prevent SPECIALIZED LOAN SERVICING from illegally foreclosing upon, and taking possession of, my property. I am filing this complaint with the CFPB because I need assistance to resolve this matter fairly and timely.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95132
Submitted Via: Web
Date Sent: 2022-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Regarding CFPB Complaint Number XXXX and CFPB Complaint Number XXXX, which SLS claims to have been rectified, SLS has not yet provided me the {$11000.00} they have owed me, and claim to have sent in XXXX XXXX. I emailed them multiple times through the portal throughout XXXX XXXX, telling them I have not received these funds. After calling SLS over the phone last week on XX/XX/XXXX they stated ( for the first time ever ) that they sent it via XXXX, but never ended up providing me a tracking number. If they had provided this tracking number weeks ago, I would have avoided hopelessly checking my mail for several weeks thinking that an over {$11000.00} check would finally come. Last week ( XX/XX/XXXX ) I asked them to reissue the check, and expedite it, after being nice enough to tell them last month that I was okay with waiting a few more weeks to wait to see if it came. I called again this morning ( Monday XX/XX/XXXX ) to check on the status of this reissuance, and they told me it can take up to XXXX business days. They stated the initial case was not even sent to the right department, and it looked like nothing had actually been done to expedite this matter. Their reissuance timeline would have result in me having to wait over XXXX months in total to get these funds from the date they claimed this check was sent, and would be several months since SLS initially owed me this money. SLS is literally stalling on giving me these funds. At one point they claimed they would be waiting on their bank to process the stop payment, when banks do not ordinarily take several days to process a simple stop payment. They opened another case this morning to try to get it to me faster, but I am not exactly confident this will actually happen. I am filing this complaint so that these issues are chronicled in the CFPB system and so that this does not happen to any other parties.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 201XX
Submitted Via: Web
Date Sent: 2022-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A