Date Received: 2022-01-22
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: On XX/XX/21 SLS reported an increase of {$12000.00} on my mortgage balance to the credit bureaus. My billing statement states my mortgage balance is XXXX and they are reporting the balance as {$130000.00} to the credit bureaus. This is now the fifth time they have reported an increase in my mortgage balance while I have been on a forbearance plan with them. On XX/XX/21 I left a message on SLS ' website message board and called XXXX and left a message requesting they confirm the mortgage balance they report to the credit bureaus to avoid me having to file disputes with the credit bureaus and filing another complaint with CFPB. They apparently ignored this request. Everytime I file disputes and a complaint, SLS corrects the balance they are reporting to the credit bureaus back to the balance on my billing statement, then state they are providing accurate information. How is it legal for a mortgage servicer to report a different balance to the consumer than the balance they report to the credit bureaus? If the balance increase they report is legal, why do they correct the balance back to the balance reported to me on my billing statements every time I file disputes and a complaint?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AK
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-21
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: SPECIALIZED LOAN SERVICING LLC, THREATEN TO FORECLOSED ON OUR HOME AND REFUSED TO GIVE US AN AFFORDABLE MODIFICATION OR SETTLEMENT. SLS, CONTINUE TO VIOLATE ALL RULES AND REJECT HUD MODIFICATION AND ALL OFFERS WE HAVE SUBMITTED. XX/XX/XXXX, XXXX XXXX TOLD US WE ARE NOT QUALIFIED FOR ANY MODIFICATION OR SETTLEMENT. ACCOUNT # XXXX I HAVE BEEN STRUGGLING WITH SLS TO GET A SETTLEMENT THAT IS REASONABLE. WE WERE OFFERED {$120000.00}. THEN SOME TIME LATER WE WERE OFFERED A GREATER AMOUNT OF {$150000.00}. NOW THEY DEMAND {$280000.00}. ON XX/XX/XXXX, WE WERE OFFERED {$150000.00} TO SETTLE. 10 MONTHS LATER ON XX/XX/XXXX, WE SENT A LETTER AGREEING TO THAT SETTLEMENT. ON XX/XX/XXXX, 21 DAYS LATER, WE GOT A LETTER STATING THAT THE DEMAND IS NOW {$270000.00}. THATS IN LESS THAN ONE MONTH THEIR DEMAND JUMPED {$110000.00} WHICH CAUSED US MORE DISTRESS AND SEEMS LIKELY ILLEGAL TO DO TO A XXXX XXXX. EACH TIME WE ARE READY TO MEET THEIR DEMANDS THEY RAISE IT SAYING THAT THE PROPERTY IS WORTH MORE NOW, EVEN THOUGH THE INVESTOR PAID LESS THAN {$120000.00} FOR IT, THEY NOW DEMAND {$280000.00}. NOW I AM OVER XXXX SOON TO TURN XXXX XXXX XXXX XXXX. ALL OF MY LIFE 'S WORK IS IN THE REAL ESTATE HOLDINGS THAT MY WIFE AND I HAVE, WE HAVE NO XXXX, NO SAVINGS, NO LIFE INSURANCE. THEIR POINT OF CONTACT HAS BEEN BRUTAL WITH US, ESPECIALLY IN DEALING WITH MY WIFE, BUT WITH 3RD PARTIES AS WELL. SO BRUTAL THAT MY WIFES HEALTH HAS SUFFERED TREMENDOUSLY. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX WE ASK FOR A NEW POINT OF CONTACT, THEY PROMISE TO DO SO BUT NEVER DO. HER NAME IS XXXX XXXX ID # XXXX. XXXX SUGGESTED WE CONTACT HUD FOR HELP. WE HAVE ASKED HUD TO ASSIST US BUT WHEN HUD MAKES THEIR RECOMMENDATIONS TO THEM, XXXX, IGNORES THEM. XXXX XXXX SAID TO EMAIL A SETTLEMENT OFFER TO THE EMAIL SHE PROVIDED. WE CHECKED BACK WITH HER TO SEE IF SHE HAD SUBMITTED IT TO THE INVESTOR DAYS LATER. SHE HAD NOT. SHE SAID SHE WOULD SEND IT EITHER TONIGHT OR BY TOMORROW MORNING. BUT LATER IN THE HEATED CONVERSATION SHE SAID IT WAS DECLINED. AND WHEN SHE DOES SUBMIT A LOAN MODIFICATION OR SETTLEMENT, SHE PURPOSELY MISREPRESENTS US!! THE PROOF IS IN WRITING WHERE SHE STATES THAT OUR XXXX SCORE IS XXXX WHEN IN FACT IT IS XXXX WE NEED XXXX XXXX REPLACED WITH A PROFESSIONAL NEGOTIATOR PLEASE. SEE ATTACHED DOCUMENTS SETTLEMENT AND DATES ATTACHED TO THE BEST OF MY KNOWLEDGE, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92117
Submitted Via: Web
Date Sent: 2022-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: SPEZIALIZED LOAN SERVICE REFUSE TO PAY OVERPAY IN ESCROW From XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Fl XXXX To specialized loan service. Loan number XXXX Date XX/XX/XXXX Dear ladies and gentle man, Copy to all government. Urgent request, based on fraud and lies, please revoke their Mortgage license and stop their business. Make SLS pay the overpayment of escrow monies {$2500.00}. This is confirmed by Specialized loan service in writing. Make them pay {$10000.00} in fines to Mr XXXX XXXX XXXX XXXX, Make them pay interest and collection monies, like SLS enjoy doing We sold our Home XX/XX/XXXX. Today XX/XX/XXXX, we still did not receive a penny from SLS. We called many many times, we wrote letters, we spoke with SLS people who promised to wire the funds, we went to XXXX we went to local government. We received SLS mail, standard letter, specialized Loan Servicing has received your letter regarding the above referenced loan. Your case is currently under review. We realize the urgency and blab la bla.. Standard letter. XXXX XXXX XXXX XXXX and others. Today, still no money. SLS is in default on different occasions. There is NO dispute, The overpay is confirmed, They just have to pay, 20 days after closing. XX/XX/XXXX today XX/XX/XXXX. Please make them pay, including everything as asked for Yours sincerely XXXX XXXX XXXX XXXX XXXX Via XXXX XXXX XXXX Fl. XXXX Cell XXXX XXXX Thank you XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32836
Submitted Via: Web
Date Sent: 2022-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: RE : Specialized Loan Servicing, XXXX XXXX XXXX XXXX, XXXX XXXX, co XXXX In XXXX of XXXX I was forced to put my mortgage loan into forbearance to make ends meet due to the COVID 19 pandemic. When I agreed to the forbearance, I was instructed by you that when the forbearance expired we would be able to apply for a modification and other mortgage retention options to resume my loan. You have denied assistance based on false information. I am appealing your decision. This is a list of the false information and other issues pertaining to my appeal : First : I have been advised by your representatives on XXXX and XX/XX/XXXX that my retention help application was denied due to some verbal modification/deferral that occurred in XX/XX/XXXX. I also advised her records were wrong and that there was only one modification, XXXX done twelve years ago in XXXX that has no bearing on this COVID 19 retention assistance. My loan has been in forbearance since XX/XX/XXXX. I did not request or receive any mortgage modification/deferral. I have been in long term COVID-19 forbearance since XX/XX/XXXX until you recently ended it in XX/XX/XXXX. I am requesting that modification/deferral now. Second : On XX/XX/XXXX your representative stated you did not receive our income, which I have a fax conformation of it being sent. Your letter dated XX/XX/XXXX states that you have determined my application for assistance was complete. However, your denial letter dated XX/XX/XXXX lists my income as {$0.00}. It also contains a credit score of XXXX that does not pertain to us. This information is incorrect, false or misleading. Instead of requesting the information you needed, you simply declined my application for retention assistance. Third : On XX/XX/XXXX your representative state there was a legal limit to the number of modifications that could occur to this loan, and I must of reached maximum. I asked what the limit was and where is the information disclosed. She could not advise me where she got this information. Fourth : No one in your organization can explain your denial reason, I have continuously requested a single point of contact, but have advised that things dont work that way. I have many requests for a supervisor to contact me including on XX/XX/XXXX and XX/XX/XXXX. Fifth : I have letter XXXX and XX/XX/XXXX stating a relationship manager has been assigned to my case. I have called many times and have never been available to speak with my relationship manager nor have they returned my call. Sixth : On XX/XX/XXXX and XX/XX/XXXX, I informed that I applied for the Homeowner Assistance Fund ( HAF ) in Massachusetts as part of the American Rescue Plan. You informed me that you do not care that I applied for the program, and it means nothing that I simply applied for the program. Homeowner Assistance Fund Application is : XXXX Seventh : On XX/XX/XXXX your representative told me that the assistance application and all supporting documents must be resubmitted. Bassically to start over. Eight : Your letter dated XX/XX/XXXX it lists many options available to us including deferral and modification, also it states we must submit a letter within 30 days to be provided a full list of options. I sent in that request on XX/XX/XXXX, but never received a response. Ninth : On XX/XX/XXXX I have received a verbal pre-approval from the Massachusetts Homeowners Assistance Fund and contacted Specialized Loan Servicing and told them that I have received preliminary approval from the XXXX and that the XXXX program needs to contact them through an electronic portal. They have an email only of XXXX. The electronic protocol is required for all lenders who participate in this federal/state program and SLS has not complied with this mandate. For all these reasons I find that Specialized Loan Servings tactics are dishonest and by denying my application you are blocking and hindering my ability to access the home assistance programs available and intended for me. You have based your home retention assistance denial on information that is false and deceptive. I find your actions unethical, illegal and discriminatory, and not in compliance with the HAF guidelines. Your actions are meant solely to pressure, intimidate and harass me into selling my home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 010XX
Submitted Via: Web
Date Sent: 2022-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Specialized Loan Servicing is the third mortgage loan servicer servicing the mortgage loan secured by a condo unit that was owned by my late mother. One of my siblings prevented me from starting the probate process earlier, nevertheless, I continued making all the payments, but when Specialized took over, they stopped accepting my payments, and the real estate taxes included in the escrow were not paid to the county, placing a lien on the property, that was later paid by Specialized. There was not any type of communication from Specialized explaining what they had just done, nor what were the repercussions, and not even what happens next.
Company Response:
State: FL
Zip: 33172
Submitted Via: Web
Date Sent: 2022-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Specialized Loan Servicing made a billing error on my first statement after they purchased my loan from XXXX, and in their error, they are charging me {$670.00} in late fees, on an account that has never been late. I tried to call customer service, as well as fax my request with copies of my previous mortgage statement that shows the account was paid up to date, and the company did not resolve the issue, multiple customer service agents said they would look into the issue and contact me back, they never did. After multiple attempts at phone calls, messages, and faxes, one of the customer service team members lets me know that unless my request is mailed to a XXXX XXXX they completely ignore it. If the request is not mailed to the XXXX XXXX within XXXX days, the fee becomes valid, even though they charged it in error. I have now mailed the request with all supporting documentation to the XXXX XXXX they have, and I am working through the process of correcting this issue with them. I am filing a complaint because their process is incredibly difficult for a consumer to follow in order to notify them of their own billing problems. The po box address is hidden in " fine print '' on the statement and is not easily accessible through regular view in their website.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33029
Submitted Via: Web
Date Sent: 2022-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-19
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: During Covid, I was in a forbearance with XXXX XXXX, in XXXX of XXXX, they notified me that my loan would be serviced by SLS. At that time, I could no longer get a hold of anyone SLS and neither was able to get into my account on XXXX XXXX. After many calls and paperwork with SLS, I went into a 90 Day Loan Modification trial period. As of XX/XX/XXXX, my trial period was over. I received a notice of my final statement for my XXXX, XXXX, XXXX payment on XX/XX/XXXX. That day my credit report app and bank alerted me of a drop in my credit rating dropped over XXXX points. I noticed the " reason '' and it showed SLS had reported my mortgage was over 120 days late. Missed payments is what the credit report shows. I now have a letter from SLS congratulating me of my Modification Agreement and to please sign and return. Because I am now outside of my XXXX trial period, I am trying to refinance my loan to get a better rate. I can not get a better rate because they reported my loan to be over 120 days late. I have called SLS and informed them of the credit issue and they said that once I send back the paperwork, then they would address the fixing the credit report. I understand the forbearance and modification would never hit my credit report. I really need help getting this fixed as rates continue to go up, I can't get out of this loan with SLS to move on.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89044
Submitted Via: Web
Date Sent: 2022-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This loan was transferred from XXXX XXXX XXXX XXXX XXXX ( XXXX ) to Specialized Loan Servicing ( SLS ) effective XX/XX/XXXX. The onboarding process has been a series of errors with no resolution. XX/XX/XXXX : Made XX/XX/XXXX payment to XXXX via automated phone system. XX/XX/XXXX : Received notice of servicing transfer from XXXX effective XX/XX/XXXX. XX/XX/XXXX : Called SLS to make payment for XX/XX/XXXX. They said the account was still onboarding from XXXX so they could not accept a payment yet. XX/XX/XXXX : First monthly statement from XXXX. XXXX was full of errors. Monthly payment amount was incorrect. Also showed a past due amount even though we were up to date with all payments to XXXX through XX/XX/XXXX. XX/XX/XXXX : Called SLS to discuss statement errors and make XX/XX/XXXX & XX/XX/XXXX payments. The two customer service reps I spoke to could not explain why XX/XX/XXXX XXXX payment was not applied. They could not explain why our monthly payment amount was incorrect. They kept putting me on hold, but each time they said they could not correct the account. While on the call, I emailed SLS a bank statement as proof of XX/XX/XXXX payment to XXXX. Then I made payment with the customer service rep for XX/XX/XXXX & XX/XX/XXXX. The customer service rep said she submitted requests to have our account researched and corrected. The call lasted over 90 minutes. XX/XX/XXXX : Called SLS to follow up. They said the proof of XX/XX/XXXX payment to XXXX was noted in our account and that the Cashier Dept. was still working on updating and correcting our account to reflect all payments received. XX/XX/XXXX : Monthly statement ( received on XX/XX/XXXX ) showed a past due amount even though we had paid our account up to date through XX/XX/XXXX. XX/XX/XXXX : Called SLS again to follow up. Transferred to Escalation Dept. The rep said the errors have been corrected in their system. The rep said a request will be sent to correct the account by applying the payments to show we have paid through XX/XX/XXXX. She said I can check back again after 5 business days. I requested contact info to complain about this process. She gave me a SLS XXXX XXXX XXXX in XXXX, CO. It is unacceptable for it to take so long for our account to be corrected. We are very concerned that XXXX will incorrectly report negative info to the credit bureaus and damage our credit rating.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20721
Submitted Via: Web
Date Sent: 2022-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-19
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We are requesting an affordable loan modification or a reasonable settlement with SLS/ SPECIALIZED LOAN SERVICING/ MANAGEMENT DEPARTMENT/ XXXX XXXX On XX/XX/XXXX XXXX told both XXXX and me to submit a settlement offer. On XX/XX/XXXX we submitted the settlement offer to SLS email ( XXXX ) On XX/XX/XXXX we called and spoke to XXXX ( point of contact XXXX ), she claimed that she did not receive any settlement but when she checked the email she saw the email we sent. Without submitting this offer to the Investor or the management of SLS, she bluntly rejected it and became very rude and unprofessional as she has done many times throughout the years. We have requested a new point of contact for years, BUT SLS MANAGEMENT REFUSED TO OBEY WHAT THEY HAVE PROMISED. AS PREVIOUSLY, AFTER FILING A COMPLAINT TO THE CFPB, SLS AGREED TO ASSIGN ME A NEW POINT OF CONTACT. BUT SLS MANAGEMENT REFUSED TO HONOR THE AGREEMENT ( AS PROMISED IN THEIR REPLY TO CFPB COMPLAINT ) CFPB, PLEASE HELP US
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92117
Submitted Via: Web
Date Sent: 2022-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: SLS Mortgage put our Mortgage onto Forbearance with out us asking, they took the liberty of changing my terms without permission. I contacted them several times got nowhere. Our account was on EFT XX/XX/2020 payment was taken then towards the end of XXXX I noticed that no payment was taken.I called them to find out whats going on and they told me to email them a note explaining what happened and it would be fixed, it wasnt.after several calls I filed a complaint with the AGs office and got nowhere again.The rep asked me when I CALLED her if I had made the XX/XX/2020 payment I didnt know what she was talking about so she told me about a letter sent from SLS that on XX/XX/2020 I was to resume payments as if nothing happened. I NEVER GOT THAT LETTER, so i asked her to forward it to me Now this is the end of XXXX at that time SLS wouldnt honor their letter sent .This is so frustrating as this is my family home my children ( who we still have to support ) are the 4th generation to grow up here.This house has HUGE sentimental meaning to me.I am a XXXX survivor and 6 weeks of XXXX XXXXXXXX and 2 weeks of XXXX, destroyed my insides, I unfortunately suffer with severe XXXX issues, I am now dealing with a spot on my XXXX, and Large XXXX Stones I am in bed 95 % of the day everyday as i am riddled with pain I have severe XXXX and XXXX XXXXXXXX in both hands I cant use them at all, I need to have surgery on both hands but with Covid around Im on the backburner! I unfortunately collect Medial XXXX I can not deal with this SLS committing FRAUD! PLEASE HELP!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 020XX
Submitted Via: Web
Date Sent: 2022-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A