Date Received: 2022-10-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/2022 XXXX XXXX XXXX XXXX Consumer Financial Protection Bureau XXXX XXXX XXXX, XXXX Washington, XXXX XXXX RE : Request of support and mediation with Specialized Loan Servicing to avoid the foreclosure of my home Complaint # XXXX XXXX XXXX, Loan # XXXX Property Address : XXXX XXXX XXXX XXXX XXXX VA XXXX To Whom it May Concern : On XX/XX/XXXX, I submitted Complaint # XXXX because my Servicer denied my request for any home retention option without respecting the due process and, at the same time, engaging in predatory practices. This week I received a letter from my Servicer in response to my complaint. However, the letter does not address the main problem, which is a remedy for predatory practices. Even though Specialized Loan Servicing is the Servicer of my loan and not a lender, they have to apply the lender or investor guidelines, and my complaint was about those guidelines. With the letter, Specialized Loan Servicing is sending me a new loan modification offer, which I appreciate, but still, some of the terms are predatory : XXXX years with a 7.250 % interest rate ( currently, the rate for a XXXX mortgage is 6.28 % ). After that, interest will increase to 13.125 % for the remaining 12 years and a down payment of {$21000.00} I am not trying to avoid my responsibility. I want to pay this loan. I am only asking for fair terms to solve this problem. Still, the Servicer and the Investor of my loan have set loan modification terms that are impossible to accept for anyone in my position because I do not have {$21000.00}. I am sure nobody affected by XXXX has that amount of money available in a bank account. With the inflation and the consequences of the Pandemic, we are barely surviving, and gathering the amount requested as a down payment is impossible. Today I reviewed your portal and discovered that the case is closed just because the Servicer sent a response letter to my complaint. As I said in the second paragraph, the letter does not address or solve the main problem. Under that offer I am still subjected to paying an outrageos interest rate after XXXX years, and I am required to make a {$21000.00} down payment which I dont have. Thus, how can the Consumer Financial Protection Bureau close a case that has not been resolved? And, why the Consumer Financial Protection Bureau accepts the servicer stataments without any evaluation? Or is this an automated process that closes cases when an answer is received without any human involvement or verification? I am asking for your support and mediation with my Servicer and Investor to reach an agreement allowing me to keep my home. Best regards, XXXX XXXX XXXX XXXX XXXX. XXXX VA XXXX Phone number_XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22015
Submitted Via: Web
Date Sent: 2022-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I lost my home in the XXXX XXXX on XX/XX/2021. I continue to pay my mortgage and am in good standing. My mortgage company is Specialized Loan Servicing LLC ( SLS ). My mortgage company is impeding my ability to rebuild by failing to complete required paperwork by XXXX. XXXX is requesting confirmation that this company is my lien holder before releasing XXXX funding. I submitted the paperwork to the mortgage company and was told it would be processed in 2-3 business days. This was weeks ago and every time I contact the company, I am told that they have sent the paperwork to " management '' and it will signed within XXXX business days. The paperwork is short - acknowledgement and signature that they have a lien on my property. It has now been a month and every time I call, the paperwork has not been signed. XXXX will cancel my rebuild funding without this paperwork. Additionally, this mortgage company erroneously charged me for homeowner 's insurance after the fire when I had no home. They then reversed this error but failed to do a new escrow analysis and I continue to get charged for insurance each month, which I must pay in order to stay in good standing. Every time I call to update this charge, I am told no one can fix it. Finally, this company has a policy that they will not respond to emails. They will not provide a contact person. They will not provide a direct contact number. Every time I call, the average wait time to talk to someone is 20 minutes. I am then sent to customer service and told they do not have the authority to help me. I am then told that it is my responsibility to follow up on these requests ; however, I can never get a person who has the authority to sign the paperwork or update my escrow analysis. Typical conversations take over an hour of my time. This happens weekly. I work full-time and despite dedicating my time to contacting the company, still don't have these issues addressed and resolved. I am told there is no supervisor to transfer to and I am not allowed to contact management. The company refuses to provide any additional numbers or contact options.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80027
Submitted Via: Web
Date Sent: 2022-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Despite sending the proof of on-time payment, Specialized Loan Servicing ( SLS ) is refusing to correct information submitted to credit bureaus as late payments. The last complaint to cfpb ( XXXX, submitted XX/XX/2022 ) is closed with not real answer from SLS as to why they are not correcting the wrong reports to credit bureaus. I paid all my mortgage payments on-time and yet, Specialized Loan Servicing, wrongly reported my payments as late. I submitted proof and documents that shows all my mortgage payments that SLS claims to be late, were sent in form of cashiers checks with the date clearly shown that were paid before the due date. I am suffering financial and emotional problem while SLS refuses to correct their mistaken reports of late payment to Credit Bureaus.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33322
Submitted Via: Web
Date Sent: 2022-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In an effort to save my home I have requested a payoff request from the servicer, Specialized Loan Servicing, SLS, on 3 occasions. This request is done through their website through the customer portal. https : //sls.servicingloans.com/home/ Below are the XXXX dates where I have requested a payoff amount : XX/XX/2022 XX/XX/2022 XX/XX/2022 An today on XX/XX/2022 I have also requested for a payoff request. The reason for my payoff request is so that I can see if I can payoff my mortgage with my retirement account. The SLS website tells you that that I should have my payoff quote e-mailed to me within 24 hours from the time I request the payoff quote. Each and every time I receive a message stating my request has been submitted and that a response will be sent to my e-mail address within 24 hours. To this date this has not occurred. I am demanding that SLS sends me a payoff amount immediately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33165
Submitted Via: Web
Date Sent: 2022-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: -My parents and I signed a mortgage loan modification contract with Specialized Loan Servicing ( SLS ) as co-borrowers that are all on the title of the house. -When I noticed that my name was not on the loan correspondence, I called to have the correspondence corrected because my parents don't speak XXXX and I am the one that looks over correspondence and speaks to SLS. So it is very important that I get correspondence. -Throughout the years and after several people ( at SLS ) saying that it was fixed but the system always drops the third name or saying that it will be fixed, we fell on hard times due to Covid-19. We finally saw a path to get back on track, unfortunately, on XX/XX/2022, my father was diagnosed with XXXX and on XXXX he passed away. -Even though SLS constantly ignored my requests to make corrections so that I receive correspondence, they decided to place my home in foreclosure months after my fathers passing. -Because I wasn't getting correspondence, I wasn't aware that our house was being foreclosed and that our homeowners insurance was going to cancel and cause a lapse of coverage. - -On Friday XXXX XXXX this year, I found out that SLS not only removed my name from the loan, they also removed my mother 's name from the loan at one time. -SLS is refusing to take the steps needed to correct their many mistakes so that my house is removed from foreclosure status and to reinstate our homeowners insurance policy.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60459
Submitted Via: Web
Date Sent: 2022-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: As of XXXX XXXX, 2022, I will be on my third loan servicing company of the year ( XXXX, XXXX and due to convert to XXXX Bank. Specialized Loan Servicing has made errors in record keeping which have resulted in me making extra payments to avoid late penalties. Repeated attempts to get them to correct this have failed. Attached is a spreadsheet of payments made, dates and communications with SLS. Further complicating the matter, are three communications from SLS first alerting me to a new servicer to whom I should make payment ( XXXX ) then later, rescinding that communication ( after payment to XXXX had been made ) and charging me a {$200.00} late fee, then renewing the alert that the account would be transfers to XXXX effective XX/XX/XXXX. To summarize, two key issues : 1 ) Payment accuracy. I would like the Payment record to be accurate. 2 ) A late fee for {$200.00} which I would like refunded as I feel it is unjustified.
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: 2022-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: SPECIALIZED LOAN SERVICING LLC has failed to remove PMI from my account. I submitted the documentations necessary and requested an appraisal as instructed by the company, however, it has been over 30 days without having PMI removed from the account. No appraisal has been scheduled. I submitted the paperwork the XXXX of XXXX. SPECIALIZED LOAN SERVICING LLC received and verified the paperwork XX/XX/XXXX. I called XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX with no success in getting PMI removed. The new Tax Bill for my property has an estimated current value of 58 % LTV, well under the 78 % threshold for PMI removal.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84121
Submitted Via: Web
Date Sent: 2022-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: URGENT - FORECLOSURE SALE XX/XX/XXXX In XXXX, during the Covid-19 and Hurricane Sally era, our mortgage was placed into temporary forbearance, as per our request. Once the forbearance period expired, we requested a Modification/Deferment of the payments into a subordinate lien due at the end of the mortgage term. As requested by XXXXXXXX XXXX XXXX, we submitted Borrower Response Packages in XXXX and XXXX of XXXX and again in XXXX and XXXX of XXXX. We contacted XXXX XXXX XXXX each time to confirm the Borrower Response Packages ' status and confirmed that the Loan Modification was approved. Many attempts were made to submit the monthly payments, and our inquiries resulted in different answers from different representatives, all without any clarity. We have not received Monthly Statements reflecting the Modification, allowing us to submit the original payment amount of {$1200.00}. They have rejected the monthly payment attempts on every occasion. In XX/XX/XXXX, our loan was transferred from XXXXXXXX XXXX XXXX to Specialized Loan Servicing. Based on a phone conversation with an SLS representative, our home is scheduled for foreclosure on XX/XX/XXXX. He advised us to send in the Mortgage Assistance Application immediately, which we did. We have not received written documentation regarding the foreclosure date or process. One of our neighbors found a USPS Certified Mail Slip in the road that is addressed to me and XXXX, but the address is for XXXX XXXX XXXX, our address is XXXX XXXX XXXX. We dont know what was in this package. Yesterday, we received written notice that the file could not be reviewed because of the amount of time between the file submission and the foreclosure. She said that SLS requires 37 days to review, which we were also not advised of. She suggested we apply for assistance through Mortgage Assistance Alabama. I attempted to do so last night but they are no longer accepting applications this year. We are not able to pay a lump sum of {$35000.00}. According to the representative that I spoke with last night, the total amount is now over XXXX XXXXXXXX. Ive requested the amount due for reinstatement. The processing period is several days but is due to arrive on XX/XX/XXXX. XXXXXXXX XXXX XXXX and Specialized Loan Servicing have not attempted to resolve this matter for over two years and now it has escalated to what could be a devastating loss.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 36535
Submitted Via: Web
Date Sent: 2022-11-02
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2022-10-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I waited to file this complaint. On XX/XX/2022, I was told by the mortgage company, Specialized Loan Servicing, that an escrow refund check had been mailed on XX/XX/XXXX. It is XX/XX/XXXX and I still have not received a check in the mail. Please read on : -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- I held a mortgage ( # XXXX ) with Specialized Loan Services for a condo ( XXXX XXXX XXXX, XXXX, XXXX ) and sold the condo unit in XX/XX/2022. As seller, I signed on XX/XX/2022 and the loan closed on the XXXX of XXXX when the buyer signed. My understanding from speaking to a compliance officer at a local mortgage company is that according to Regulation X, Specialized had 30 days to mail proceeds to me from escrow and any other remaining balances to my favor from the transaction. I followed up XXXX XXXX XXXX XXXX XXXX on numerous occasions and was told that a refund check had been mailed. I never received a check. As I never received a check for the {$1900.00} owed to me, Specialized " supposedly '' stopped payment on the original refund check, stating that they were going to reissue the check. I was told at the end of XXXX that the check had indeed been reissued. It was not. My next all in mid XXXX clarified that I have been given " incorrect information ''. I have been getting the run around from XXXX, having at least 8 phone calls with Specialized, being passed between various offices and representatives, each time being told a different thing. I was requesting a check be reissued immediately and overnighted by way of a method with tracking. The last conversation I had was with a representative on XX/XX/XXXX. In that conversation, I was told that a check had been mailed on XXXX XXXX by way of snail mail. I told Specialized that I did not believe them and that I was filing a complaint with the CFPB because they were far out of compliance with Regulation X which stipulated that they pay me proceeds within 4 weeks of loan closing. I'm asking that this complaint be logged and corrective action taken.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ME
Zip: 040XX
Submitted Via: Web
Date Sent: 2022-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My name is XXXX XXXX. I filed a complaint with Specialized Loan Servicing ( SLS ) on XX/XX/XXXX. The CFPB case number was XXXX. I will include a pdf attachment of SLS 's response as well so that the responding agent may recall the case. The response from SLS did not include an email address, or contact information to any specific agent to further communicate with them so I'm forced to make another complaint. Only a toll free number was included which is not helpful in this case. " If you have evidence of payments made that are not reflected on the pay history, we request you please submit proof of payment ( either a copy of the front and back of the cashed check or an unredacted copy of the bank statement reflecting the electronic payment to SLS for further research. ) '' Please see the attached document ; a copy of the bank statement reflecting the electronic payment to XXXX for further research. As previously stated, XXXX has shown proof they sent those payments over to SLS. I understand that my monthly mortgage and escrow payment increased by roughly XXXX XXXXXXXX XXXX. However, during that time, I was also making payments directly to my insurance. My insurance company had stopped collecting payments from my mortgage holder as well. I want to make this point abundantly clear ; I have never missed a mortgage payment since XXXXXXXX XXXX XXXX when I started making electronic payments. Please see to it that the proper research is conducted to allocate the funds in question. The funds being ; my electronic mortgage payments during the months of XXXX, XXXXXXXX XXXX XXXX. Lastly, in the response by SLS, they confirmed that they received both my payments of {$910.00} on XX/XX/XXXX and {$910.00} on XX/XX/XXXX. I was forced to make those payments by your company, even though I had paid consistently each month ( via electronic payments ). SLS can not justifiably say they did not receive those payments because I have documented proof from XXXX that each mortgage payment ( in the amount of {$800.00} ) was forwarded to SLS. In summation, I need to be refunded either the three months of regular payments ( XXXX, XXXX, and XXXX ) or the XXXX additional payments made in XXXX ( the XXXX and XXXX ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VT
Zip: 053XX
Submitted Via: Web
Date Sent: 2022-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A