Date Received: 2022-06-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Servicing company, which is owned by original lender, is threatening to impose a flood insurance on my XXXX floor apartment. Documents have already been provided even though they should already have them as they were the original lenders and all documentation had to be in place in order to get a clear to close. Further, after receiving these threats via mail, emails were sent to address the issue and automatic responses from them said they would respond within XXXX, but never did. Yet i continue to receive mail threatening as final notice that a new policy will be put in place and i will be responsible to pay.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33141
Submitted Via: Web
Date Sent: 2022-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I applied for mortgage relief options to bring his mortgage current after the temporary forbearance ended. Defendant Specialized Loan Servicing, LLC ( SLS ) offered a forbearance to all FHA HUD mortgage borrowers impacted by COVID 19. In XX/XX/XXXX I had a reduction of income as a XXXX XXXX with XXXX XXXX XXXX, XXXX Additionally, my expenses increased due to his XXXX children being in virtual school as a result of COVID 19. I incurred approximately {$6000.00} in unpaid mortgage payments over 5 months from XXXX to XXXX. No payment was allowed, therefore XXXX applied for mortgage release options around XX/XX/XXXX for a loan modification. All loan modification option was denied, and the evaluation notice indicated that the mortgage company could not obtain a collateral position on the deed. Specifically, loan servicer processors intentionally make the process burdensome and give inconsistent directives for documentation for a complete loan modification application. This process is common and positions Defendant Specialized Loan Servicing, LLC ( SLS ) to proceed with foreclosure. I provided all the required documentation timely thats required for Loss-Mitigation Options as set forth in 12 C.F.R. 1024.31, I provided an oral or written request and applied contemporaneously in the mortgage servicer portal for a Loss-Mitigation Option that accompanied by all information required by a servicer for evaluation for a Loss-Mitigation Option. Loss-Mitigation Option means, as set forth in 12 C.F.R. 1024.31, an alternative to foreclosure was not offered by Defendant Specialized Loan Servicing, LLC ( SLS ) to the borrower. I WAS DENIED COVID 19 MORTGAGE RELIEF OPTIONS FHA offers COVID-19 Recovery Options to borrowers who are on a COVID-19 Forbearance, or borrowers who did not participate in a COVID-19 Forbearance who were 90 days or more delinquent through the end of the Presidentially Declared COVID-19 National Emergency. I was denied the COVID-19 Advance Loan Modification ( ALM ) : Available to owner-occupant and non-occupant borrowers, the COVID-19 ALM is a permanent change in one or more terms of a borrowers mortgage that achieves a minimum 25 percent reduction to the borrowers monthly principal & interest ( P & I ) payment and does not require borrower contact. Defendant did not mail the modified mortgage documents to Plaintiff to achieve the required payment reduction. Plaintiff was not afforded to choose to accept the COVID-19 ALM nor sign and return the mortgage modification documents. After the forbearance period 's completion or expiration, your servicer will review the COVID-19 Recovery Options available to you to resolve the outstanding amounts of the reduced or suspended payments. No COVID-19 Forbearance period may extend beyond six months after the end of the COVID-19 National Emergency or XX/XX/XXXX, whichever is later.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 303XX
Submitted Via: Web
Date Sent: 2022-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My mother passed away on XX/XX/XXXX of XXXX. I contacted Specialized Loan Servicing ( SLS ), who is the mortgage holder, in early XXXX notifying them of my mother passing and me becoming executor of the Estate. SLS stated they could not work with me until I provided them 3 documents, as I was not on the mortgage account : 1. ) Death Certificate 2. ) SLS Third Party Authorization Form 3. ) State issued ( Iowa ) letter of Executor appointment. These documents were sent to SLS on XX/XX/XXXX, to the email address provided by SLS and confirmation of email receipt was received ( below ). From : # NA SLS Customer Support XXXX Sent : Friday, XX/XX/XXXX XXXX XXXX To : XXXX XXXX XXXX Subject : Your email has been received. Your email has been received and is currently under review. It will be forwarded to the appropriate department for handling. BANKRUPTCY NOTICE- IF YOU ARE A CUSTOMER IN BANKRUPTCY OR A CUSTOMER WHO HAS RECEIVED A BANKRUPTCY DISCHARGE OF THIS DEBT : PLEASE BE ADVISED THAT THIS NOTICE IS TO ADVISE YOU OF THE STATUS OF YOUR MORTGAGE LOAN. THIS NOTICE CONSTITUTES NEITHER A DEMAND FOR PAYMENT NOR A NOTICE OF PERSONAL LIABILITY TO ANY RECIPIENT HEREOF, WHO MIGHT HAVE RECEIVED A DISCHARGE OF SUCH DEBT IN ACCORDANCE WITH APPLICABLE BANKRUPTCY LAWS OR WHO MIGHT BE SUBJECT TO THE AUTOMATIC STAY OF SECTION 362 OF THE UNITED STATES BANKRUPTCY CODE. HOWEVER, IT MAY BE A NOTICE OF POSSIBLE ENFORCEMENT OF THE LIEN AGAINST THE COLLATERAL PROPERTY, WHICH HAS NOT BEEN DISCHARGED IN YOUR BANKRUPTCY. IF YOU HAVE ANY QUESTIONS PLEASE CONTACT OUR CUSTOMER CARE CENTER AT XXXX. I continued to follow up with requests to engage on mortgage payments and payoff amounts as Executor by calling SLS on their customer service line ( XXXX ). The Customer service reps continued to state the paperwork was in the legal department. When asked how long paperwork processing takes, initially I was told 7 days, but eventually SLS would not provide a status. When asked to be transferred to a manager or legal for status, frontline person would not escalate. No status on paperwork was provided, even after providing them continued notice of confirmation of receipt of paperwork. No follow-up responses received concerning processing or additional required information. On XX/XX/XXXX, I sent a fax to SLS ( XXXX ) with letter of complaint and intent to pay mortgage premiums. This fax also included the original 3 documents to show I am legal executor of property. FAX confirmation was received. I continued to call and email SLS through XXXX and XX/XX/XXXX and continued to receive the response You do not have authorization, and we can not provide you with information on this account. When I explained that I sent documentation on both XX/XX/XXXX and XX/XX/XXXX, with no follow-up or status from SLS, SLS representatives again refused to escalate me to a supervisor, customer complaint organization, or legal department despite my continued requests. They continued to state without being authorized on the account they can not engage me with a supervisor or any other department. On XX/XX/XXXX ( dated XX/XX/XXXX ), we received a letter from SLS informing us of intent to foreclose and to contact them on resolution process. We immediately contacted SLS concerning the situation and again explained the numerous attempts to contact them concerning the mortgage. We asked for a supervisor and again were denied access to supervisor, customer complaint, or department to help resolve the situation. When stating we received foreclosure documentation and may need to seek legal intervention the frontline person notified us that she contacted a supervisor and they found paperwork but it was blurry. Please resubmit the paperwork. When asked to talk to the supervisor to ensure we could get confirmation of receipt, legibility, and processing of paperwork the frontline person again said they could not do that unless we were on the account. When explaining we were on our third attempt to submit requested paperwork and now with foreclosure proceedings starting, we needed to ensure receipt, confirmation, and processing of paperwork, the representative simply stated she needed to disconnect now. Please resubmit the paperwork. We believe this company is being deceitful and not transparent in its processing of our paperwork with the intent to foreclose on a property for its financial gain. We believe the company has both a legal and ethical obligation to not only acknowledge receipt of documents but any barriers it may have in processing documentation within reasonable windows. Having received documentation that is blurry on XX/XX/XXXX and/or XX/XX/XXXX and ignoring repeated phone calls without providing status is fraudulent in nature. We are resubmitting our paperwork today by email and fax, but we expect the same result.
Company Response:
State: IA
Zip: 500XX
Submitted Via: Web
Date Sent: 2022-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: While on forbearance, I was sent a letter stating that I was delinquent and that the lender might pursue foreclosure. I requested an extension to my COVID forbearance through the website, however the servicer did not respond. I got a call on the phone, but it was completely silent and there was no response on the other end. When I tried to call them back, their automated system could not identify me by phone number, loan number or SSN. When I attempted to be connected to a customer service representative, it disconnected me. I believe this business attempts to force homeowners into foreclosure by documenting false attempts to reach the homeowner and refusing all actual contact or attempt to engage in loss mitigation with them during that time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95667
Submitted Via: Web
Date Sent: 2022-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XXXX I mailed Check # XXXX to Specialized Loan Servicing LLC to pay XX/XX/2022 payment. On XXXX this check cleared my Credit Union, However my account still says that the XX/XX/2022 payment is still due and they have placed my payment in their Undefined account. Loan payments are to applied to the account upon receipt according to Federal Rules. I have made the XX/XX/2022 XXXX and my account should now say the next Payment due is XX/XX/2022. I should not have to make a complaint each month for this Company to apply my loan payment to my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77566
Submitted Via: Web
Date Sent: 2022-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX To Whom It May Concern : Starting XXXX of XXXX, I took advantage of the Covid Relief plan available through XXXX XXXX. During this time my payments were suspended with the understanding that the payments would be shifted to the end of the loan. In XXXX of XXXX, XXXX XXXX sent me a letter that stated I could modify my loan to 40 years instead of 30 years and that would bring my loan up to current. I took advantage of that offer and went to the XXXX and XXXX location of XXXX XXXX in XXXX, VA and signed appropriate documentation. On XX/XX/XXXX I was notified finally that Specialized Loan Servicing was taking over my loan from XXXX XXXX and my payments on my mortgage from XX/XX/XXXX to XX/XX/XXXX were being held while this problem was sorted out. I have reached out and spoken to a Loan Counselor, Mortgage Specialist and Lawyer about how to handle this situation. Finally, I was able to get through to Specialized Loan Servicing by phone on XX/XX/XXXX and the man on the phone reminded me that it was a recorded line and told me to download the Mortgage Modification Form and fill it out and send it back because the XXXX XXXX Modification had not transferred or been processed correctly. I would love to get this sorted out, I want to keep my house and I am able to make payments now as I have exhibited since the end of my forbearance with XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23238
Submitted Via: Web
Date Sent: 2022-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was facing difficulties with XXXX XXXX, Specialized loan Services my mortgagor put me on a forbearance plan. While on their approved plan in XXXX of XXXX they charge me a late payment processing fee. On XX/XX/XXXX I was told the plan was ending on XX/XX/XXXX. I managed to pay back in full all the amount due in XX/XX/XXXX. In XX/XX/XXXX they charge me another late fee again for late payment while still on the forbearance plan and while I paid in full the amount past due in the statement I received from them in XX/XX/XXXX. Now they took the full payment I made. They take some money from it to pay advance principal payment and the following month I still get a bill not showing XXXX balance due.. that is the game they played til now. To make things worst now they say I owed total '' XXXX for 2 fees for being late on XX/XX/XXXX and another late on XX/XX/XXXX while since XXXX I repay back full payment showed on the statement I received from them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33186
Submitted Via: Web
Date Sent: 2022-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: 1- SLS offered a loan modification, 2- we accepted the loan modification. 3- we started paying {$370.00} starting XXXX XXXX ( Attachment # XXXX ) XXXX XXXX ( Atta. XXXX XXXX ) XXXX XXXX ( Att. # XXXX ) XXXX XXXX ( Att # XXXX ) mailed Cash down payment from helping agencies Paid {$11000.00} ( Att. # XXXX ) XXXX Paid all items ( Attachment # XXXX ) 5- Loan modification paid. The down payment, monthly payments. All done. 6- But SLS continues to call, harassing us. 7-They want to make us homeless. 8- I am XXXX, XXXX XXXX, they change the loan modification 9- NEED TO STOP HARRASING, ACCAPT " YES " fot answer
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 088XX
Submitted Via: Web
Date Sent: 2022-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I applied for the California Mortgage assistance program on XX/XX/XXXX. My application was finally approved on XX/XX/XXXX and the assistance program paid my mortgage company, Specialized Loan Servicing ( SLS ), to bring it up to date. I had previously set up automatic payments with them which they failed to cancel once they received the payment from the assistance program and they processed my payment on XX/XX/XXXX for a total of {$3800.00}, and it was deducted from my bank account. I called them and told them that they were not supposed to process the payment since my account had been paid up to date by the assistance program and they assured me they would process a refund check and mail it back to me. I have called them quite a few times because they have a track record of messing things up and each time they assured me that they mailed the check to me. I called earlier this week and they said they had sent it out on XX/XX/XXXX but I still haven't received it. I decided to call today and the " customer service '' representative at XXXX who answered told me they had wired the payment back to the mortgage assistance program. I am not sure when or why that decision was made. I spent an hour on the phone with them and they said all they can do is advise me to contact the mortgage assistance program, which I think is ridiculous considering they are the ones who made the error. If I had not contacted them asking for the refund they would've just credited my account which would've been better than completely losing the money. This is a huge financial burden on me and I really need the money as soon as possible. My mortgage company essentially stole the money from me as the payment was not supposed to be processed since my account was brought current by the mortgage assistance program. I contact the California mortgage assistance program but they are unsure on how to handle it as they have not encountered this issue before. SLS needs to resolve their error and refund the money to me!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95060
Submitted Via: Web
Date Sent: 2022-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We are in an active bankruptcy with the full knowledge of SLS. They continuously take late fees out of my monthly payment. This causes the payment to go into suspension. We have a new mortgage servicer which is XXXX. SLS transferred these charges to our new account. There is {$800.00} that needs to be credited in late fees as a servicer can't charge fees in bankruptcy and surely can't short your mortgage payment as a result.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: 39047
Submitted Via: Web
Date Sent: 2022-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A