Date Received: 2022-03-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I made a {$300.00} additional payment to principal which has not been applied. It was entered by the company as " single item receipt '' then the next day a - {$300.00} " single item receipt '' was entered but was never re-entered as a credit to " payment to principle. '' To my knowledge this has never been fixed. ( Several times the additional payment is initially entered as " single item receipt '' but then re-entered as " payment to principle. See entries on XX/XX/XXXX and XX/XX/XXXX as examples. ) On XX/XX/XXXX the company made an insurance payment of {$3000.00} to the wrong insurance company. On XX/XX/XXXX the company made a payment of {$2300.00} to the correct insurance company. I received a check for {$3000.00} as a refund from the old insurance company which had been improperly paid by the mortgage company. I sent in a payment of {$3100.00} through the specialized loan servicing site where I notated that it be applied to escrow. I received an email confirmation stating that the {$3100.00} was applied to escrow shortage with confirmation # XXXX. On XX/XX/XXXX they made two {$3100.00} entries. One to " Unapplied Funds unidentified '' and one as a " single item receipt. '' Then on XX/XX/XXXX they made a - {$1400.00} entry to " unapplied funds unidentified '' and another - {$1600.00} also to " unapplied funds unidentified. '' All of this in spite of the fact that I clearly marked the {$3100.00} payment to be applied to the escrow shortage due to their error in paying two insurance bills and received confirmation that it had been done. On XX/XX/XXXX, after I saw these entries, I communicated that that the {$3100.00} payment was applied to escrow and referenced the missing {$300.00} payment I made to principle and requested a call back. This communicated through the on-line portal messaging system. I received no communication back so on XX/XX/XXXX is sent another similar message through the portal. Finally on XX/XX/XXXX I received a call and was told they can not move the funds to escrow because they were already applied to my XXXX mortgage payment ( {$1400.00} which represents an enormous increase due to the escrow shortage they created by double paying the insurance and I was trying to solve by sending in the {$3100.00} payment to escrow to fix their mistake. ) I asked to asked to have a supervisor contact me and requested that this issue be escalated. I did get a call back from a supervisor named " XXXX. '' She said she would make the correction and I told her I would go ahead and make the XXXX mortgage payment if she could tell me what my new correct mortgage payment was going to be. She calculated it and told me it would {$1100.00}. I paid that on the XXXX. XXXX also said she would call me back on the XXXX to confirm that everything was taken care of. This call didn't happen. On XX/XX/XXXX they made two - {$3100.00} entries one for " unapplied funds unidentified '' and one for " single item receipt. '' They also made an entry of {$1400.00} and {$1600.00}. These four entries canceled out the entries made on XX/XX/XXXX. But the {$3100.00} was still not applied to the escrow. The next entry is my {$1100.00} mortgage payment on XX/XX/XXXX. Between XX/XX/XXXX and XX/XX/XXXX I made five attempts to contact XXXX via the on line portal with no luck. On XX/XX/XXXX I received a statement stating that my new mortgage payment was now {$1300.00} which included an extra {$310.00} to cover the " Escrow shortage ... ie the missing {$3100.00} '' On XX/XX/XXXX I received a call from XXXX. She called at XXXX pm. This call lasted approximately 10 minutes. I encourage anyone in management at Specialized Loan Servicing to go pull the recording of this call and experience the single worst attempt at any type of customer service ever recorded in American history. She only wanted to tell me that this issue has been resolved. I was driving in my car and did not have access to my notes, dates, or the ledger. She refused to schedule a call back when I had access to my notes. I asked to speak with a different supervisor who might be more inspired to resolve the issue and was told that any calls would be made at the convenience of the specialized loan servicing employee. Needless to say, the call concluded with no resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32828
Submitted Via: Web
Date Sent: 2022-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-10
Issue: Struggling to pay your loan
Subissue:
Consumer Complaint: Hello I apply for the mortgage assistance due to national emergency for Covid and unfortunately the bank has been extremely misleading purposely and also the bank has make decisions without my authorization including ending the trial And or removing me from the mortgage assistance I really need help please I can provide all the details of the request thank you in advance
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 333XX
Submitted Via: Web
Date Sent: 2022-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Specialized loan Servicing, LLC/aka SLS are not posting our payments correctly they have us as missed payment and we have not missed any payments they had the mortgage increase every month
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2022-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Since XX/XX/XXXX, I have reached out to Specialized Loan Servicing ( SLS ), LLC due to their not payment of my property taxes timely and correctly. I received notification from my tax office that a XX/XX/XXXX semi-annual payment was made, however the XX/XX/XXXX semi-annual was not. Therefore, about half of my property tax remained unpaid. After phone call verifications with my tax department, I started notifying SLS on XX/XX/XXXX and, as of today, XX/XX/XXXX, the issue has not been resolved. I have made several phone calls to SLS during this time period and have spoken with Supervisors in the Tax department. Each call entails a massive amount of time on hold or on the call which I have had to make time to participate in. Each call I have been provided a different " story '' from their " notes '' regarding what the issue is and assurance that the concern has been escalated to the research department. Since the numerous phone calls have yet to rectify, I sent a fax with several items of documentation asking that this issue be resolved immediately. As of the moment of this writing, including the subsequent accrual of interest I should not be liable for, my tax bill remains unpaid in the amount of {$1500.00}. My parcel is flagged as part of the upcoming XXXX tax sale. A review of my SLS account since XX/XX/XXXX shows a tax disbursement from escrow, a refund of those tax disbursements back to my escrow account, and another tax disbursement from escrow as of XX/XX/XXXX. However, the tax department does not have a payment and my escrow balance on the account is missing the amount. I can not continue to deal with this stress. I have done everything within my power to assist with communicating this issue. There is no legitimate reason for my taxes to not have been paid correctly. I fear I will have to somehow figure out how to pay this on my own and that my money is being held hostage. I have anxiety over this situation, when it will be resolved, if I will lose money I don't have, and if there will be future issues with the payment of my property taxes from the escrow account. This has created an undue hardship on me. I have reviewed the XXXX XXXX XXXX regarding this servicer and have found a XXXX ' rating along with numerous similar complaints. I have lost confidence in any possibility that these are mistakes and instead believe this is purposeful action by Specialized Loan Servicing, LLC.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21703
Submitted Via: Web
Date Sent: 2022-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I spoke with my mortgage company Specialized Loan Services XX/XX/XXXX when i lost my job due to COVID. A month later my husband lost his job. And the mortgage company Specialized Loan Services offered us Forbearance. I asked them if we would have to pay it back in lump sum and they said no. They asked us to sent them a Financial packet and they would get back to us on the payment plan. I called them several times and they told me my application was being reviewed. They also said in XXXX, XXXX, XXXX that they were behind and would get back to me. I paid when I could. I called them a month ago and and asked about catching up on my mortgage they told me they could not help me because they put our home in foreclosure and it was with the lawyer. They have sent me no documentation regarding a foreclosure, payment plan... what was owed???? And will not take my payment in full of {$24000.00} ... the amount that was on the XXXX bill XXXX. They also say that they can not tell me the exact dollar amount of what I owe. They say there are legal fees ... and other fees ... but again can not confirm the amount I owe and will not take my {$24.00}, XXXX amount that was on my XX/XX/XXXX bill. I spoke with a Customer Service Rep on XX/XX/XXXX and the approximate amount they gave me was {$9000.00} more than the amount they quoted last night. But again they can not confirm a " re-instatement '' price. Is this legal... I'm thinking that Specialized Loan Services is pulling a scam. The entire issue sounds illegal. I know the mortgage companies were given monies from the government to cover any losses they incurred during Forbearance so why are they trying to make money off this situation. I look forward to hearing from your organization. Specialized Loan Services XXXX XXXX XXXX XXXX XXXX XXXX CO XXXX Phone number XXXX Sincerely A very disappointed consumer
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23435
Submitted Via: Web
Date Sent: 2022-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This is in response to the original complaint that I filed on XX/XX/XXXX, complaint # XXXX. I want to Thank You for the detailed response that you provided, but this was not what I was told in XXXX about getting out of Forbearance. In your response you stated that we can apply for an exception to by filing out the complete financial package ( which was sent to us with a XXXX return label ) The package was XXXX back on XX/XX/XXXX. When I called the following week I was old that the package was denied. The resubmission and denial response were posted before I even submitted the package!!! When I questioned this I was told my package will not make any difference and their decision was already made. I am working hard to resolve this matter but I am not solutions from them ( Specialized Loan Servicing ).
Company Response:
State: KS
Zip: 67226
Submitted Via: Web
Date Sent: 2022-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Around XX/XX/XXXX I received notice for past due account on mortgage loan that was sold by XXXX XXXX XXXX. Attached my response to the letter date XX/XX/XXXX which I dont have to response in detail. After getting the notice I called XXXX and they could not verify me with my information. I was informed information provide doe does not match the records. My adders on filed was different to XXXX has. VIOLATION IOF PRIVACY RIGHT ONE California privacy law has been violated California Consumer Privacy Act of XXXX and Federal Privacy Act of XXXX, as amended, 5 U.S.C. 552a. I d not when but came to know first violation by XXXX XXXX XXXX around XXXX our address was changed to XXXX XXXX XXXX, XXXX XXXX, CA XXXX. I only came of this violation when we open checking account. Agent who opened the account knew us and our address was the only reason address was changed to my address, attached For this violation my spouse and mine for many years. 1. Mortgage statements to send this 2. Our loan modification documents were sent to this address 3. Our social security and other person send this address VIOLATION NOF PRIVACY RIGHT 2 Around XX/XX/XXXX our address was again changed to XXXX XXXX XXXX XXXX, CA XXXX attach. Once again above documents and records was sent to this address Upon asking Specialized Loan Servicing why my information are not correct and email records to me. I gave my XXXX XXXX XXXX at one time I had. I was informed all information provided was not correct. I than requested to send information on file and I was emailed as I requested. That is how I came to know about second violation. I not able to speak to supervisor and only once around XX/XX/XXXX I spoke to supervisor XXXX who stated to me address belongs XXXX XXXX which he found from XXXX XXXX of CA because he is my attorney. I asked him to provide any letter that states that XXXX XXXX represents me. No records have been provided. When I received email with unknown address after XXXX was not able to verify it marked as bad address. There is nothing as bad address either wrong address or right attached. XXXX XXXX XXXX of XXXX added property tax, which was public nuisance, sewer, grange and so on and has no records at all, none whatsoever. I have been asking XXXX for close 10 years to provide records and since XX/XX/XXXX from Specialized Loan Servicing no neither has provide me record because they dont have any records. XXXX of XXXX also has stated to me they have no records at all. HOWEVER, I HAVE BEEN ASKED TO PAY FOR HAVING NO RECORDS. XXXX XXXX, XXXX and XXXX know what is public nuisance is and the amount for close 10 years I have been asking.. PAYMENT IS TO HIGH My loan balance is $ XXXX and my monthly mortgage payment is {$1000.00}. Several attorney fee of {$510.00} and {$590.00} has been added dont know what that is. Another {$15.00} added for inspection. I received estimate at {$90.00} loan my mortgage payment should bed {$420.00} attachh and for {$85.00} K its {$1000.00} is too excessive. NO ESCROW ACCOUNT When I reference my loan with XXXX XXXX XXXX IN XXXX we agreed there will be no escrow account. I have bene asking escrow account since last 10 years for detail I have been refused. I have been asking XXXX I do not escrow account and provide detail records that have been refused since XX/XX/XXXX. UNAPPLIED FUNDS There are several unapplied funds another of the tow reposed has corrected this for over 15 years and they have not been corrected. OFFRED TO PAY AND BRING CURRENT I have offer to pay past due and brig account current or to pay of the balance of {$85.00} I have no idea and received no reopen for past many months attachment. HOVER I HAVE REFUSED TO PAY ANY ESCROW ACCOUNT THEY NONE OF THE 3 ENTITY HAS ANY RECORDS. COUNTY PROVIDE ME RECORDS SUCH XXXX XXXX DOLLARS, XXXX XXXX DOLLARS AND SO ON WITH PAGES OF XXXX LONGS LIST ACCOUNT NUMBER EACH AND DOSE STATES MY ACCOUNT ONLY. Foregry our sigantire has been used to create documets that we did not sign for that documents.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95823
Submitted Via: Web
Date Sent: 2022-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-07
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Under the Loan Details tab of my account with Specialized Loan Servicing, XXXX appears the following message : Specialized Loan Servicing does not report payment history to the credit reporting agencies for the transfer month and two subsequent months. The servicing of this loan transferred to Specialized Loan Servicing on XX/XX/2021. During the first or second week of XX/XX/2021, I received a Welcome letter dated XX/XX/2021. My mortgage payment is due the first day of each month, so it is not possible to pay the correct servicer when the Welcome letter was mailed only a couple of days before my mortgage payment due date. Listed below is an excerpt from the Welcome letter. The second sentence and last sentence of the first paragraph contradict XXXX another and the second sentence of the first paragraph contradicts the second paragraph. The servicing of your Mortgage XXXX for the property address listed above has been transferred, effective XX/XX/2021. This means that after this date, a new servicer will be collecting your Mortgage XXXX payments from you. No other terms of your Note and Mortgage will change. XXXX XXXX XXXX will stop accepting payments received from you after XX/XX/2021. Specialized Loan Servicing LLC ( SLS ) will collect your payments going forward effective XX/XX/2021. Please send all payments due on or after XX/XX/2021, to the following address : Specialized Loan Servicing LLC, XXXX XXXX XXXX, City of Industry, CA XXXX Posted payment XX/XX/2021 yet the statement dated XX/XX/2021 does not show the payment and the amount due is two times the monthly mortgage payment. The previous Servicer and Specialized Loan Servicing, LLC both reported to the credit bureaus that my mortgage balance is approximately {$330000.00}, so the credit bureaus listed my mortgage balance at approximately {$660000.00}. My credit score with each of the three credit bureaus decreased XXXX to XXXX points and decreased on credit card websites XXXX to XXXX points. I contacted the Specialized Loan Servicing, LLC Customer Service Department. The employee escalated to another employee. I explained the issue to the employee that received the escalation. Her response was a giggle and stated no big deal, it will be corrected next month. Specialized Loan Servicing, LLC informed me they do not have an impact on my credit score and they did not report any information to the credit reporting agencies until XX/XX/2021, but I have attached contradicting information. I provided this information to Specialized Loan Servicing LLC, which they ignored and continue to state they did not provide information and will not respond any further.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07920
Submitted Via: Web
Date Sent: 2022-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XXXX XXXX sold my home equity line to Specialized Loan Servicing a few year back. When we were going through the pandemic I had a covid related issue and SLS allowed me forebearance. Last year they gave me a trial modification wherein I was supposed to pay {$320.00} ( approximately ) a month for three months and then it would be a permanent payment. I paid the amount the first month, the second month I lost my mom and just was distraught. At the end of the second month I called SLS and explained to the representative, she said don't worry about it, just pay the 2nd and 3rd month now and you will be fine. I paid the {$670.00} and was waiting for the permanent adjustment. This year I was getting letters and calls from them stating that I had to pay thousands of dollars and that I should not have missed the 2nd payment, they were rude and threatened to foreclose on my home even talking about short sale. They sent me paperwork for a modification again. I have income and have 2 folks that live with me that are giving me money. I am extremely stressed because instead of trying to work with me they seem determined to foreclose/cause a short sale which it would not be a short sale technically because I have equity that exceeds the amount owed. I think it is wrong that they would agree to accept the two payments and then turn around and not want to give me a modification. Also I have applied to them for a modification and can show where I can make the payments. They are a very deceptive company and should be punished.
Company Response:
State: CA
Zip: 91103
Submitted Via: Web
Date Sent: 2022-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-06
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My mortgage company allowed my home owner insurance to laps. Because they did not pay the policy on time My contract said they are responsible for paying my insurance and taxes on my home through an escrow account. I called them immediately after I was notified by my agent and they assured me they will take care of it. Now, they are telling me I need to go out and find new insurance. I had a great company for my insurance It is hard now to find insurance in Florida. This is not my fault, my mortgage payment is in excellent standing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34135
Submitted Via: Web
Date Sent: 2022-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A