Date Received: 2022-03-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: After my loan was paid off in full, they sent me a foreclosure letter. Also, it was reported to all three credit bureaus
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 236XX
Submitted Via: Web
Date Sent: 2022-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced my home through XXXX in XXXX of XXXX. They sold the loan to Specialized Loan Servicing. This complaint is about the business practices in regards to my loan with Specialized Loan Servicing from here on they will be referred to by their acronym SLS. I was notified after I sent payment to XXXX that they had changed the loan servicer and Speicalized Loan Servicing ( SLS ) wanted me to pay my mortgage immediately less than 10 days after the loan was sold. I told them I sent the payment to XXXX and that they would need to get it from them. I called XXXX and verified they would forward my check to Specialized Loan Servicing. I then started to recieve daily phone calls from Specialized Loan Servicing ( SLS ) asking me to make my payment and I told them that XXXX would be forwarding it and the CSR from SLS on XX/XX/XXXX the funds from XXXX arrived and they recieved their payment for XXXX before the grace period. on XX/XX/XXXX. I called the company and spoke to a CSR because I set up ACH auto pays and wanted to make my payment for XXXX ; the representative told me that I didn't have a payment due until XX/XX/XXXX. I told her that didn't sound right and I should be making a XXXX payment and she assured me that wasn't the case and my account was current. I didn't trust this so I kept the payment on reserve in case they needed it. on XXXX my ACH autopayment posted to their account and my account was deemed current. I received the attached statement for XXXX payment that shows current and the next payment which they state was due XX/XX/XXXX. XXXX XXXX made several adjustments to my transaction history which are outlined in the attached screen shot. They unapplied and reapplied several payments. XXXX - XXXX I receive a call from an anonymous CSR asking to speak with me on a personal matter. I asked them to identify the company and they refused so I terminated the call. Immediately following this I googled the phone number and discovered that it was XXXX calling me. XXXX I log into my account and discover the transaction history adjustments. I was also greeted with a message telling me I was 29 days overdue on my account. XXXX I called into the customer service line for XXXX. I spoke with CSR there. They explained to me that they applied someone elses payment to my account and had to make adjustments and thats where all the transaction history changes came from and that I was in fact overdue on my account by 27 days and I needed to make a payment immediately to become current. I told her that they were asking for two mortgage payments today they said- you have the 15 day grace period to make your second payment but you still need two make two payments to become current. We started discussing how a person was expected to pay two morgatges at once and that was unfair and unreasonable to expect that. Especially since this would have been the very first payment I would have needed to make and that the rep on XX/XX/XXXX told me I was current and didnt need to make the payment. This CSR asked me how I would feel if my payment was misapplied and tried to guilt me into making 2 mortgage payments immediately like this was some how my fault. I told him thats something theyd need to take up with the other account holder and had nothing to do with me. I informed him that my ACH payment would trigger tomorrow and that theyd get the first payment then and I would need to talk to a supervisor to discuss the other payment since our conversation was going no where and delving into guilt manipulation tactics. I was told that there was no supervisor there for me to speak to and that they would have to give me a call back later today. XXXX XXXX a supervisor with SLS calls me back and I have to repeat my story and request. We discuss the issue and again he confirms I have to make two payments within the grace period for XXXX in order to stay current on my loan. I tell XXXX about the ACH payment and he says that takes care of one of them and I ask him about the other payment and how I can make arrangements and he tells me he will have to look into it and get back to me cause he doesnt know. He said he would call me back. ( Two very important things that are important later never come up in this conversation that a CSR Supervisor should know- A ) My ACH autopay was canceled and no longer functioning. B ) There is in fact a payment plan outlined and this supervisor didnt know anything about it. ) XXXX No contact with SLS. XXXX XXXX I receive a call from a woman CSR from the SLS number that Ive now entered in my phone to ID the company. Again, she was unwilling to identify the company that she was calling for until I identified myself. She informed me that I was now 32 days overdue on my payment and that I would need to make a payment immediately to become current. I told her I already had a conversation with XXXX and that I would like a call back from him. I explained the misapplied payment situation and she said she didnt know anything about that but my payment was late and I needed to pay now to become current. I asked her to look at the transaction history ( attached ) and asked her how I could be 32 days late when a payment was applied on XXXX. I also expressed concern that theyd be reporting to the credit breaur that I was a late pay and would damage my credit. She said she didnt know anything about this and that I could be current if I made my payment now. I became frustrated at this point and asked for a supervisor call back. We ended the call. XXXX I logged into my account and grabbed transaction history screenshots and downloaded statements. XXXX I called SLS back and spoke with the payment investigation department. I spoke with a woman named XXXX. She took several minutes to look through my history and then came back on and spoke with me informing me that I did indeed owe two payments on my mortgage and that I would need to pay both of them to become current. I asked her about my ACH payment which should have triggered and been sent and while on the phone with her looked at my account. She informed me that people who are past due have their Autopay shut off and that I would need to make the full 2 mortgage payment via the online portal or with her online. Therefore they didnt get my ACH payment. I asked her why they would shut that off and cause peoples payments they expect to come through to not be made. I then said that I feel sorry for the person whos payment was misapplied to my account if he had autopay inacted because he may not have figured it out for two months and I said- it seems like thats exactly how it happened since SLS didnt catch the error until two billing cycles had passed. I asked her how she expected most people to pay two mortgage payments at once and she offered a payment plan to take care of the arears in a 2 month or 6 month increment. I asked her how she determined how long I could take to pay it back and if there was a longer option and she said there was a computer program on her file that tells her how long I could pay back and there was no option for a longer term. I asked her if she ran my credit for that she said no and I asked for more details on how the program determines the length of time you get to pay back and she would not give me more information. She confirm there would be no interest or late fees. I asked her more about the 6 month program and she told me it would be around {$500.00} a month more each month. I asked her if that would be added to my statement so that I could keep track of it and she said no it would not. I asked her how they would keep track and she said this would be a separate transaction each month that Id have to pay through the online portal. I asked if I could have it autodebit and she told me it would not and that my autopay might not work at all until I was current on the loan and I would not be current until I payed off the missing payment. At this point I declined the re-payment option and told her I would pay it in full on the online portal within the hour. This was always my intention since I kept that mortgage payment aside for expressly this purpose, I just wanted to have more information on their repayment practices that I could document and forward on to the relevant agency or my attorney should that be necessary. We also addressed the 32 day late issue and I was told that I would be transferred to the credit inquiry department and they could handle this and insure they could issue a correction to the report if needed. She put me on hold to transfer me then came back on the line and told me they couldnt speak with me until I made the payments and brought the account current or made payment arrangements to pay the arears. They told me they would call me back on XXXX After a short discuss on the unethical nature of the way they are handling this incident which they caused by misapplying another loan holders payment to my account. I told her that I this consider a predatory and purposeful action that creates a situation where a family might be forced to pay two mortgage payments at once or XXXX of their mortgage payment every month for 6 months thus putting them in an increased situation to default on their mortgage. I told XXXX that she might want to consider other career options. We then disconnected the call. XXXX I made a onetime payment through the online portal in the full amount of 2 mortgage payments and received a confirmation email that this payment would be processed. XXXX No call from the credit department as promised. XXXX XXXX I logged onto my online account and confirmed that the payment was debited from my back account and also credited to my SLS account. XXXX am called into SLS myself to get the credit issue straightened out. I reached a CSR and was transferred to the credit department. XXXX is the credit manager that picked up the call. I explained the situation and asked her to make sure that the credit reporting agencies were not miscommunicated about the days I was late. I also informed them that I was now taking extensive documentation in order to file my complaint with the appropriate government agencies and to keep a record should legal action be required in the future. XXXX said she is noting the account to modify the adverse reporting notice on my account she entered this into her computer so that they can correct the error. She filed a ticket with the credit department. I again has a conversation with XXXX that I had with XXXX about how this situation is shady and the way this was handled is a trap to catch people off guard and try to get them to default. Trying to get families to make 2 mortgage payments by misapplying other peoples funds or a XXXX XXXX payment plan is how they do it. I also informed here of the settlement that SLS made with the CFPB in XX/XX/XXXX. XXXX XXXX SLS contacted me via phone and let me know that they did not report the above issues with payment to the credit reporting agency. They sent an internal message to me on their web portal also confirming this. I let the agent know that I would still file a report with the CFPB due to the serious nature of the issue. XXXX As of the date of filing this report there is no derogatory credit reporting on this issue. I will reserve the right to file an additional complaint should negative reporting show up.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 17543
Submitted Via: Web
Date Sent: 2022-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Specialized Loan Servicing recently filed for the Bankruptcy courts to lift the automatic stay which will allow them to foreclose on my home. I believe that this stems from me applying for the ( MAA ) Mortgage Assistance Alabama, and Specialize Loan Servicing not wanting me to receive this Covid Relief Assistance to help me become current on my payments. When I call they pretend that they are not knowledgeable of this program, however ; my assigned Underwriter has stated that Specialize Loan Servicing does participates in this program, and she's not sure why they wouldn't want me to be able to get this mortgage relief due to Covid. Although, I got behind a year ago on my payments, I have been making my monthly payments, however ; ( SLS ) has threaten to foreclose on my home. I also faxed ( SLS ) a letter on XX/XX/2022 requesting and giving them permission to give my information to the Underwriter, and they are pretending not to know what to do. It seems from my investigation that this company has a history of not wanting to help customers. We are in a pandemic and this program was designed to help people who are wanting to get back to some type of normalcy. Specialized Servicing goal is to take people homes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Due to my late brother 's sudden death, I had to take over his affairs and pay his final bills, This was done at the expense of my being unable to pay my mortgage and granted a COVID-Relief Plan. Before the Relief Plan ended on XX/XX/XXXX, I applied for a loan modification on XX/XX/XXXX. In the meantime I sold my brother 's property on XX/XX/XXXX. However, the closing fell through four times, before finally closing on XX/XX/XXXX. Once I received the funds, on XX/XX/XXXX, I contacted SLS, to get the total past due amount owed, on my mortgage account. It took one week to receive this " past due amount '' to bring it current. On XX/XX/XXXX, I was given the total amount due, and immediately sent the {$6000.00} by Registered Mail to SLS in XXXX XXXX, CO. I received notification that it was indeed received, on XX/XX/XXXX, ahead of the XX/XX/XXXX deadline date on which the stated amount would expire at midnight on XX/XX/XXXX. However, when I called today, in response to a statement that does NOT reflect my {$6000.00} payment and there is now an additional charge of {$330.00} on that account which is due. When I questioned the agent as to WHAT this was for, she stated, {$300.00}. property inspection fees and {$2.00} inspection fees. No mention of WHAT the additional {$30.00} was for. In the first place, I have NEVER received ANYTHING from SLS stating that they were sending my home to Foreclosure. NOTHING whatsoever. They are required to SEND ME that information, by law, but to date, I have received NOTHING on this. Instead, they have charged my account an additional {$330.00} and I am DISPUTING that amount. The total amount that I paid, {$6000.00} included ALL fees and that amount was GOOD through XX/XX/XXXX. I PAID that amount in full, on XX/XX/XXXX and immediately sent it by Registered mail, on XX/XX/XXXX. I received confirmation that it had been received on Friday, XX/XX/XXXX at their XXXX XXXX, CO location. There should be NO FURTHER charges to this account. NO property inspection fees were ever done, as it had just been referred to Foreclosure on XX/XX/XXXX. I called on XX/XX/XXXX to get the total past due amount to send. I was told that it takes one week to generate that amount. I paid the {$6000.00} amount in FULL on XX/XX/XXXX and it was received on XX/XX/XXXX and I should be given credit for that amount. No further amount is due on this account. I do feel that I am being harassed by this SLS because I am a XXXX XXXX and SLS knows that they can " Get away with doing this ''. PLEASE help me put a STOP to this abuse and harrassment of XXXX by SLS. No wonder this Specialized Loan Servicing has such a bad reputation for taking advantage of Mortgagees. Just read their Reviews. It is NOT right to treat mortgagees in this manner.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 232XX
Submitted Via: Web
Date Sent: 2022-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX, cancellation of PMI was requested. I have not received any information regarding my request. I requested that my account be created since I am a survivor in interest on the account. I have no means to log into my account and check any balances. This is the worst mortgage servicer!
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: 2022-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of XXXX, I had took out a loan in the amount of {$15000.00} to consolidate by credit card debt which I was told that this would not be considered a 2nd mortgage that my home will only be used for collateral with XXXX XXXX XXXX at that time I signed a binding security agreement. for 15yrs. of 180payments in the amount of {$210.00} and 1 payment of {$260.00} with a 14.93 % interest rate total amount will be paid back {$38000.00}. XXXX has since sold the loan to Specialized Loan Services ( SLS ). I was recently sent a letter stating that my original loan is reaching its maturity date and I still owe {$9400.00} on this loan. I was told that I could try to refinance the amount or send the full unpaid principal balance XXXX by XX/XX/XXXX. As of today, I have fully paid my obligation to XXXX Specialized loan service. there is not indication on my original loan that I will be charged an additional {$9400.00} to close this loan out. I was told by agent from Specialized loan services that back in 2007when I took my loan out, companies were approving loans with low payments for affordability and my payments was not fulling my obligations, only a little over {$50.00} was going towards the principle balance and the remainder was going towards the interest since recently when they increased the amount from $ XXXX {$95.00} to the principle as of today, I have paid {$38.00}, XXXX I have fulfilled my debt of {$15000.00} balance. This type of act is illegal an therefore I do not feel I owe Specialized loan services any additional funds. I'm willing to take this action to Supreme court or file a class action law suite so no other consumer can be victimize with this unfair act. I'm requesting that my last payment of {$210.00} XX/XX/XXXX will consider this loan paid in full with a satisfactory agreement. I have attached all supporting documents.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45231
Submitted Via: Web
Date Sent: 2022-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was transferred from XXXX XXXX XXXX with a completed Loan Modification, I have sent the Executed loan modification to them 3 times, its almost 2 months and they are not updating their system.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11219
Submitted Via: Web
Date Sent: 2022-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have a 1st mortgage with another lender and am current on that mortgage. I took out a HELOC with XXXX for {$300000.00} on XX/XX/XXXX. I worked in the mortgage business. When the market crashed, I reached out to other reps to find out who was going to take over my loan. No one knew who was going to service the XXXX HELOCs. I later lost my job, my husband was injured and I stayed home to care for him and did not research or get any notices in the mail with new lender information. After years of no correspondence regarding this equity line, on XX/XX/XXXX, I received a NOTICE OF DEFAULT recorded on XX/XX/XXXX in my county. I called XXXX XXXX XXXX XXXX. that was listed on the NOD. They said they were part of Specialized Loan Servicing, LLC and they had been trying to get a hold of me for " years. '' The man said that he saw that last year I was offered a " loan modification with 0 % '' I signed the agreement and my husband, XXXX XXXX " signed the agreement '' and " never made one payment. '' He made me feel irresponsible. I told the representative I hadn't heard from anyone regarding this equity line since XXXX and I asked what the date was on the agreement. He told me " he didn't need to get into details and I was like everyone who always calls at the last minute once they're in foreclosure. '' I told him I never received a new mortgage statement and got a chance to make a new payment to be in foreclosure and asked him to send me a copy of the mortgage modification. He said that he would send a copy and that he wanted me to know that each day that passes " thousands of dollars are added to the debt. '' He said that I owed {$610000.00}. I could not understand how I could owe so much. I later researched that with a title company and found that there was an Assignment of Deed of Trust ( for the XXXX Home Equity loan from XX/XX/XXXX ) to the XXXX XXXX XXXX XXXX XXXXXXXX recorded on XX/XX/XXXX. I realized that it was not true that SLS had been " calling and sending '' me " notices for years. '' It was not true that a " loan modification with 0 % was signed '' by me and my husband " last year with zero payments made. '' I felt very betrayed and in disbelief that a mortgage company could act so unscrupulously. I sent them a " Qualified Written Request '' to Specialized Loan Servicing , LLC to find out how they determined the $ XXXX owed on XX/XX/XXXX. There has been no response to my request. I have only received a copy of the original XXXX Home Equity Line of Credit from SLS. There has been no account/payment history, copies of inspections, nothing else received. I only received a payoff statement with the amount of {$300000.00} good through XX/XX/XXXX but then received a reinstatement statement of {$620000.00} good through XX/XX/XXXX. I did not understand the discrepancy with the amounts owed. I never applied for assistance and I then received a trial loan modification agreement dated XX/XX/XXXX with a down payment of {$180000.00}. I still can not get a transaction history from Specialized Loan Servicing and can not understand how a Notice of Default was recorded during the first 60 days of a transfer of servicing and negative credit reporting has occurred before I received my first mortgage statement from Specialized Loan Servicing. I believe that Specialized Loan Servicing, LLC, XXXX XXXX XXXX, XXXX and XXXX XXXX XXXX XXXX XXXX XXXX have violated federal credit laws and there has been servicing abuses including but not limited to improper fee charges, inaccurate account statements, misrepresenting facts, falsely representing amounts owed they have unfair and deceptive practices in debt collection using abusive language and false information to intimidate and harm me and furnishing credit reporting agencies with customer information they knew was incorrect.
Company Response:
State: CA
Zip: 94531
Submitted Via: Web
Date Sent: 2022-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-24
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In XXXX through XX/XX/XXXX SLS approved me for COVID-19 Forbearance Plans of which I received assistance from the CFPB in the latter part of XXXX that led to COVID-19 Forbearance Extensions. With the assistance of the CFPB, SLS approved me for a Trial Period Modification in the amount of {$430.00} for for the months of XXXX, XXXX and XX/XX/XXXX. All Trial Period Payments were made on time and as a result ; SLS approved me for a Permanent Modification in the amount of {$420.00} of which SLS scheduled the first Permanent Modification Payment to be withdrawn from my Checking Account on XX/XX/XXXX ( the {$420.00} payment posted on XX/XX/XXXX as SLS Confirmation Number : XXXX ). On XX/XX/XXXX, I received a Credit Report Alert that my Credit Score decreased by XXXX Points. Upon review of my Credit Report ; SLS reported on XX/XX/XXXX that my SLS Account was 120 Days Late in the amount of {$3900.00} with the Date of Last payment listed as XX/XX/XXXX. On XX/XX/XXXX, I made multiple telephone calls to SLS in an attempt to speak to someone that could correct the negative credit reporting that SLS placed in my Credit File/Credit Report. The SLS System repeatedly informed me that their Telephone Representatives were receiving large volumes of calls, that they were experiencing technical issues and to try calling back in 30 minutes while they resolved the issues. Each time I called back I was unable to speak to a Representative and was given the same message to call back in 30 minutes. After not being able to get through to SLS Representatives by telephone ; I sent a message to the SLS Online Message Center describing the negative credit reporting that SLS placed on my Credit Report/Credit File, but have not received a response from SLS. My SLS Account is not delinquent, and is not 120 Days Late as SLS has listed in my Credit Report/Credit File. I am in a Permanent Modification with SLS and have not been late in making any of my Trial Period Modification and Permanent Modification Payments.
Company Response:
State: PA
Zip: 195XX
Submitted Via: Web
Date Sent: 2022-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-24
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have been with XXXX XXXX XXXX for 10+ years with home mortgage and then had a home equity mortgage for 5+ years. Then in XXXX to XXXX of XXXX XXXX XXXX sold all their home loan businesses to other loan companies. While being with XXXX XXXX I always had a direct withdraw from my account and never had an issue. During this transfer of business my home loan transferred w/o out any problems and the home equity did not transfer at all with specialized loan services. Never rec 'd proper notification or any calls from this new company. Then at the end of XXXX of XXXX I rec 'd a call from XXXX XXXXXXXX XXXX XXXX ( before they totally closed this department ) she explained that they had transferred over my account to a new company and they have not rec 'd any payments- explained that I am on auto-draft and the funds have been in the account and should have been withdrawn - to find out that I needed to contact Specialized loan Services to set up. Contacted them and got all set up and all of the back month payment caught up. The rep at XXXX XXXX XXXX stated that they would handle this and would not affect my credit since this was a transfer account. Then in XXXX the funds came out for that month. Then in XX/XX/XXXX automatic payments stopped again -- called them back and was explained there was additional charges that were applied to the account and automatic withdraws stop automatically if current on the account. Paid the additional charges and reset up my automatic withdraw from my account. Since then, there has not been any additional issues. . Reviewed my credit report and found that I rec 'd my first late payment on my account. I have never had a late report on my credit since I started 45 years ago. . Contacted Specialized Loan Services and requested a review of all the issues that I had during the transition of my account from on bank to another. Rep said that they could remove the 1st late payment from my credit which they have to report after 90 days late - but since this was 5 months late, they were unable to help me. They refused to supply me with any of the note documents that were from the XXXX XXXXXXXX XXXX or myself during this transition. . I got on the site for Specialized Loan Services to see what documents I could find. Found that the " Welcome Letter '' letter was sent out XX/XX/XXXX. I have been charged for 3 months of late payments prior to their welcome letter. . No certified letters were ever sent to the home address by XXXX XXXX XXXX or Specialized Loan Services. . I have requested my file to be reviewed and have been denied for the review. . I have attached the Welcome letter and my credit report to show this has been my only late report and need assistance for a company that can assist me in my problem or an attorney that may assist me in my situation
Company Response:
State: OK
Zip: 74014
Submitted Via: Web
Date Sent: 2022-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A