Date Received: 2022-04-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My husband took a second mortgage against our home several years ago. Subsequently he became severely ill and passed away in XX/XX/2012. At that point I requested a loan modification from the bank and sent all documentation related to the passing of my husband, along with dead certificate and related paperwork. I faxed the documents several times and every time they lost the docs and refused to talk to me arguing that my name was not in the mortgage. Eventually I saw protection under XXXX XXXX and began the process of reorganization in order to take care of my responsibilities. During that process my then attorney sent the paperwork needed so that the bank could make arrangements with me personally. They exchanged some communication with me to inform me they would only deal with my attorney. My attorney continue to fax docs prompting the bank to discuss my payments with me directly. However they follow the same deceptive practice of asking me for paperwork that they would eventually lose again. Through many hardship and anxiety over losing my home, responding to letters sent to me, I made a last attempt to try and reach a resolution with them. They did not answered and went on to order the sale of my property without serving me with all paperwork related to their intentions to foreclose on my home.Tired of being mistreated, feeling discriminated by their agents I talk to the attorney general deputy XXXX XXXX XXXX. I also contacted them ( the bank ) today and spoke to XXXX ( refused to give me her complete name ). XXXX XXXX told me I needed my husband to sign an authorization in order for them to talk to me. My husband has been gone since 2012.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: 199XX
Submitted Via: Web
Date Sent: 2022-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, My name is XXXX XXXX at XXXX XXXX XXXX, XXXX XXXX MI XXXX In XXXX I purchase a home and financed through XXXX XXXX XXXX XXXX, who been sold to XXXX Mortgage in XXXX. I made a payments to XXXX XXXX till my loan was sold to XXXX XXXX, I never received any notification about my loan is going be sold to another company or assigment of mortgage never been recorded in County. XXXX XXXX filed a BK and transfer my loan to Speacilize Loan Servicing, who I am making payment righ now. I always make my payment, even when I faced a hardship and apply for modification payments was made on time I purchase a home with mortgage balance {$250000.00} per they caculation for ten years I only paid {$20.00} XXXX with monthly payment {$1300.00}. How this possible? Becuase when last company who obtain my mortgage in XXXX ( SLS ) start with ballance {$230000.00} Per mortgage amortization balance after 10 years should be {$200000.00} I been scam for {$30.00} XXXX. I am not sure, who to contact due to XXXX doenst exist anymore and XXXX filed BK. As consumer, who worked hard for the money, I should have right to find out what is going on. I am not even talking about interest I paid on money, which not even I can collect and I am sure so many people is facing this problem Please help
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 483XX
Submitted Via: Web
Date Sent: 2022-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage servicing company, Specialized Loan Servicing ( XXXX ), has wrongly double counted my tax bill estimate in their escrow calculation. I tried to reach out to them in writing, but they do not have an email address or an online form to submit a customer service inquiry - all communication must be submitted via a po box mail address, which both takes too long and is prone to getting lost. I called their phone number, and it took me XXXX hours to reach a human to express that my bill has a double count. Let me explain : my home 's reassessed tax amount was entered into the " what we estimate to be paid out '' for XX/XX/XXXX and XX/XX/XXXX, however my old tax bill amount was also kept in the same XX/XX/XXXX and XX/XX/XXXX estimates, so it's as if I need to pay a tax bill twice in both of those months. Therefore my monthly escrow amount went up by a crazy $ XXXX instead of closer to $ XXXX. When I called them, they first pushed me from the tax department to the escrow department, then back to the tax department, until they made me frustrated enough that I just had to hang up the phone because they couldn't understand whose fault it is. The answer from escrow was " we only calculate a monthly payment based on what the tax department gives us '' and the answer from tax was " we only put in the system what the tax bill comes in at ''. Nobody was able to answer why there are double payments in the same months, and I don't even have a way to prove this because they don't have a quick enough written communication system to figure this out! I am now facing a situation where I will have to pay a monthly amount that is higher than what I can afford, due to their mistake, and they don't even understand what's going on to be able to acknowledge or know how to correct their mistake!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20001
Submitted Via: Web
Date Sent: 2022-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-27
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I had an XXXX forbearance with Specialized, which I truly appreciated. But since the forbearance period ended, nothing but problems! I did everything right, everything they asked, paid down my mortgage even during the forbearance period, took a deferral and made no troubles. When my payments started up again, I set up automatic payments with my bill pay so that everything would always be on time. My first payment in XX/XX/2021 was applied to escrow and not to my monthly payment! I started getting notices for late payments, spent hours on the phone with them and finally got assurance that they would fix the way the payment had been applied. This happened again the next month, again many tedious and long phone calls and messages through the website. Sometimes I would speak to a nice and helpful staff member but usually it was a very rude staff member accusing me of not paying or blaming me for the problem. I had been paying this lender the same way from the same account every month for many years. There was no change, but they kept saying my payment didn't come, and then for XXXX months in a row they kept applying it to escrow or to something other than my monthly payment and I would have to go through the whole thing again! I had to go through the whole process AGAIN last week and when I asked the very rude staff member how we could make this stop, she said, " I really don't know. '' No apologies, no assurances about my credit score. Yesterday I received a bill from Specialized. It had been updated to reflect my payments being applied properly but it included a XXXX dollars in late charges and penalities!!! Today I checked my credit score and it dropped XXXX points. I am just sitting here crying. I am trying refinance other debt and now my application will be rejected. I did everything right with this company. I did everything they asked and I didn't even try to modify after the forbearance, I just deferred the past due and paid on time every month. I kept in contact every time THEY screwed up, and I worked to fix the issue and be on the same page. Their response was to treat me rudely on the phone, to suggest that I was lying about my payments, never to apologize when they corrected the mistake, never to offer to fix the problem for good, and then to CHARGE ME FOR THEIR MISTAKE! And now they have destroyed my credit. I am a single mom trying to hold on to my house and feed my kids after this XXXX nightmare. I've spent hours and hours on the phone trying to fix their mistake. And it's still not fixed and I am still suffering the huge consequences for their mistakes. This is unfair and wrong.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10014
Submitted Via: Web
Date Sent: 2022-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: SLS is dual tracking. SLS stopped processing the short sale last week because of the upcoming XX/XX/XXXX sale date. I had an appraisal scheduled on XX/XX/XXXX and on the same day of the appraisal, SLS cancelled it because of the XX/XX/XXXX sale date. SLS told me they would not have enough time to complete the short sale before the XX/XX/XXXX sale date. SLS is supposed to ask the court for more time in order to let me finish the application. ( i ) Requirements. If a servicer receives a loss mitigation application 45 days or more before a foreclosure sale, a servicer shall : ( A ) Promptly upon receipt of a loss mitigation application, review the loss mitigation application to determine if the loss mitigation application is complete; and ( B ) Notify the borrower in writing within 5 days ( excluding legal public holi days, Satur days, and Sun days ) after receiving the loss mitigation application that the servicer acknowledges receipt of the loss mitigation application and that the servicer has determined that the loss mitigation application is either complete or incomplete. If a loss mitigation application is incomplete, the notice shall state the additional documents and information the borrower must submit to make the loss mitigation application complete and the applicable date pursuant to paragraph ( b ) ( 2 ) ( ii ) of this section. The notice to the borrower shall include a statement that the borrower should consider contacting servicers of any other mortgage loans secured by the same property to discuss available loss mitigation options.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 330XX
Submitted Via: Web
Date Sent: 2022-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: After several months of them receiving my payment on the XXXX, but not posting until the XXXX, if they post at all, I set up auto-pay through their website. Not trusting them, I took a screenshot of the confirmation and the email I received saying they had received my request. Sure enough, the confirmation email disappeared from the sls message center and the auto pay request was gone as well. I emailed them and they responded. In the response email they provided a link to the message, which went to a " page not found ''. I signed into my sls account and for a brief moment a new message appeared that said my auto-pay was set up and ready to go on XXXX. Of course, that message disappeared as well, but I took a screenshot. Twice in the past few months, they said they did not receive my payment which is an autopay from my XXXX XXXX XXXX account. I have spent hours on the phone trying to straighten things out. I tried, in the past, to set up autopay through their website, but that part of their website was out of order. When it was finally operative again, I set up autopay only to encounter what I described above. It is exhausting having to babysit this mortgage payment. I have read reviews from : XXXX XXXX XXXXXXXX and it appears many are experiencing the same problems. How is this legal and how are they able to continue to manage their billing process in this manner?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 793XX
Submitted Via: Web
Date Sent: 2022-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have paid down our mortgage to below 78 % of the original value of the home, yet the mortgage company requires a new valuation on our home, that costs hundreds of dollars, in order to remove our PMI. It is my understanding that a home valuation is not required if our principal balance falls below 78 % of the original home valuation, which it has recently. The mortgage company told us it is not possible to remove the PMI at any principal balance without a home valuation that costs hundreds of dollars. The mortgage company quoted us $ XXXX {$800.00} for cost of the home valuation. We waited many months to have the PMI removed after the 80 % threshold because we did not want to have to pay for the valuation cost and were under the impression the PMI would automatically be cancelled when the loan balance fell below 78 % of the original home value. Our home was originally valued at {$160000.00} upon loan creation in XXXX. The original mortgage balance was {$150000.00}. Our current principal balance today ( XX/XX/XXXX ) is {$120000.00}. If the home was appraised ( of course with the rising housing market ), we would receive an appraisal well over what the home was originally valued for in XXXX. All we want is to be treated fairly. I do not feel like requiring a costly home valuation in today 's market, after having our mortgage for 8 years and paying down our LTV ratio to below 78 %, is fair to us. Please help us with this unfair and deceptive practice. If we had known the same requirements would be in place when we were at 80 % LTV to 78 % LTV we would have gone through this process many months ago. I have attached the company 's recent response to our request to remove PMI dated XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NE
Zip: 68116
Submitted Via: Web
Date Sent: 2022-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was delinquent on my mortgage payments. I called my mortgage company, SLS, servicing on XX/XX/XXXX or XXXX. At the time of my phone call I was due for the XXXX, XXXX, XXXX, and XXXX payments. I called and offered to pay XXXX, XXXX, and XXXX payments over the phone. This would have left my loan due for the XXXX payment, the same month I was calling. The representative on the phone refused to take my payment over the phone several times. She told me I had to mail the payment. I asked her several times what is the difference in me mailing the payment and she taking the payment over the phone. She would only say I had to mail the payment. I did the mail payment as the lady asked. The loan went into foreclosure in between the time the payment was in the mail and it arrived at SLS. I have spoken to several other representative including a supervisor who all said she should have taken the payment and they do not understand why she didn't take the payment. When I mailed the payment I called again and spoke to a representative who asked when could I make another payment. I said I can make the XXXX payment on XX/XX/XXXX. She said that is fine and we can look at placing you on a repayment plan at that time us the XX/XX/XXXX payment as a down payment. I asked that is fine. I also spoke to a supervisor who stated that the representative should have taken the payment. To make matters worse, when I spoke to a supervisor he stated the notes did not state I tried to make a payment over the phone, only that I would mail the payment. This is not correct. I asked him to pull the phone call and listen to it. He advised me I had to place the request in writing and mail it to them. I have done this and I am waiting on a response. Now the loan is in foreclosure and they want want the full amount plus attorney fees to reinstate the loan. That is not fair and unethical. I can not afford to do that. SLS has advised me the cashiers check for the XXXX, XXXX and XXXX payment is being mailed back to me. I do have the XXXX payment as I promised. If they took the payments it would leave me due for only this months payment, XXXX, so the loan would be less than 30 days due as of today. I still can't believe the mortgage company refused to accept XXXX out of XXXX mortgage payments when i offered the payments and told me to mail the payments. In between the time the payment was mailed and arrived at their office the loan went into foreclosure. I am also asking that SLS provide the phone call from XX/XX/XXXX or XXXX when the rep refused to accept the payments. I am asking SLS to accept the payments and remove the loan from foreclosure as the rep should have accepted the payments when I offered them. If SLS will not stop the foreclosure I am asking the foreclosure to be paused for 90 days so I can sell the home. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 322XX
Submitted Via: Web
Date Sent: 2022-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-21
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: For more than a year I am trying to find a loan to pay off SLS since they have refuse to make a loan modification or continue making payments, I have tried to refinance and they refused to provide information the underwriter have requested to process the new loan. I am trying to refinance with another lender they requested XXXX mortgages statements and the pay off. The last mortgage statement shows {$52000.00} dollars and the pay off is almost {$100000.00} dollars. I do believe that this is a scam and a sort of a predatory lending to make harder and harder for me to find a refinance to pay them off If I don't close a new loan by XX/XX/XXXX. they threaten me with a foreclosure sale on XX/XX/XXXX. even though I have a XXXX XXXX XXXXXXXX as a first lien.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95815
Submitted Via: Web
Date Sent: 2022-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/2019 my wife XXXX XXXX was advised that XXXX XXXX was selling her loan to Specialized Loan Servicing LLC. Our first payment to them was made at the end of XX/XX/2019 for XX/XX/2019 payment. ( We are 1 month ahead in payments ). Federal Rules state they were to apply funds to my account upon receipt, but this company did not, instead they took XXXX XXXX monthly mortgage payment and put it in a " Unapplied Funds Undefined '' account and when XX/XX/2019 arrived they finally posted the mortgage payment to the account. THE PROBLEM WITH NOT APPLYING THE PAYMENT UPON RECEIPT MEANS THEY MADE MORE MONEY IN INTEREST THAN THEY SHOULD HAVE HAD THEY APPLIED THE MORTGAGE PAYMENT AT THE TIME OF RECEIPT. THE FOLLOWING IS MERELY AN EXAMPLE : Loan Bal : XXXX Principal Payment : XXXX Interest Varies-goes down each month- {$230.00} So I make a monthly Mortgage payment on the XXXX Bal on XXXX, XXXX, XXXX of {$250.00} and that drops the principal down to XXXX and interest is accrued until the next mortgage payment ... XXXXBUT WAIT, I HAVE ALREADY PAID XX/XX/2019 MORTGAGE PAYMENT, The company just has not applied the payment as they should have. So instead of earning interest on the XXXX they should be earning interest on {$69000.00} and when they get the next check in XXXX for XX/XX/2019, if the company applied the payment to my account they would be earning interest on {$69000.00} for the month of XX/XX/2019 and not {$69000.00}. By NOT APPLYING my MORTGAGE PAYMENT when received this company has EARNED INTEREST IT IS NOT ENTITLED TOO. I have calculated an ESTIMATED {$21.00} in excess interest, it could be more, earned by this company because they did not apply my mortgage payment to my loan when received.
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: 2022-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A