Date Received: 2021-11-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Specialized Loan Servicing ( SLS ) is claiming my loan is delinquent when it is not and I am still in the 60 day RESPA new loan servicing window. Upon closing our refinance of our mortgage with XXXX XXXX on approximately XX/XX/2021, the loan was established for servicing with XXXX XXXX XXXX ( XXXX ). XXXX sent us a request in early XXXX for first payment due XX/XX/2021. I submitted a payment that arrived on XX/XX/2021. This payment was applied as a principal-only payment by XXXX, XXXX I did not requested it as a principal payment and sent it to the address for standard monthly payments. On XX/XX/XXXX, I requested the payment be reallocated to a standard mortgage payment of principal+interest for XX/XX/XXXX due date. I received notification in the postal mail from XXXX that my loan was being transferred to Specialized Loan Servicing ( SLS ) from XXXX on or about XX/XX/2021. On or about XX/XX/2021, I received a noticed in the postal mail from SLS that my loan had been transferred to them for servicing. On XX/XX/2021 at XXXX a representative from SLS called me to inform me that my loan was delinquent with them. I would not speak to them on a recorded line, so they requested to call me back on an non recorded line. At this time, they have not contacted me again. I am aware that under RESPA I have 60 days to make payments to the original processor of the loan, and the loan is not considered delinquent until 14 days after the due date. This behavior is abusive and misleading to consumers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97229
Submitted Via: Web
Date Sent: 2021-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We have received a NOD from Loan servicing. For years I Have communicated with them to give me an affordable modification payment but their demands were more than we can afford. Most times, when I plead with them for an affordable payment structure or modification, they would only offer me a short sale payoff option. We built our home in XXXX and raised our three children in this home. Due to COVID, our self-employed business became bankrupt. Unemployment was not enough to cover our first mortgage so we were on a forbearance plan until XX/XX/XXXX. Now we are up to date with the 1st mortgage but the second by SLS refused to give us an affordable payment and threaten to foreclose on our home. SLS refused to give me a modification when I contacted them in XX/XX/XXXX to get a worked modification. XXXX ID XXXX, my ( appointed relationship manager ) said, I MUST GO TO HUD FOR ASSISTANCE, as SLS can not help me. They also send mail stating that I should contact HUD for assistance. I did contact XXXX ( HUD program ) and submitted all required documents for modification. Five days later, SLS rejected the modification. XXXX XXXX told XXXX that SLS would only accept the offered settlement they sent in XX/XX/XXXX ( see attachments ) their demands are beyond our ability as their increased interest rates have accumulated to over {$210000.00}. The original loan is {$180000.00} with ( XXXX XXXX XXXX ) XX/XX/XXXX XXXX the real-estate market crashed and we lost our jobs and investments In XXXX, we were able to get a modification with adjustable rate SLS became the new servicer in 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: 2021-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Honestly, CFPB, I am thankful you exist to turn to when not receiving reply from the servicer, SLS. ( Specialized Loan Servicing ) Included herewith you will find my TIMELINE of calls made to SLS one XXXX XXXX without reply or ability to speak with MS XXXX albeit she was on the line with the representative with whom I was speaking. Then calls to SLS Included please find my emails with enclosures of photos of the soaking wet damaged XXXX parcel from SLS XXXX XXXX with NO REPLIES. NONE. Even the email with sujbect line marked URGENT URGENT URGENT had been ignored, it appears. # 1 ) What was in the SLS XXXX envelope? # 2 ) What is the result of the SLS ordered agent XXXX? # 3 ) Why is no one calling back or emailing or REPLACING THE XXXX that was damaged ( again, photos enclosed ) # 4 ) What is happening with the NEW SHORT SALE resubmitted, as requested by SLS with ALL documents provided as requested? # 5 ) We need answers so as NOT TO HAVE the SHORT SALE EXPIRE AGAIN as it has in the past. PLEASE know this is unbelievable as SLS has a staff with departments and people to handle their emails, calls and requests. This is my FULL TIME JOB just trying to get through to SLS or get answers to my questions cited above. I'm certain you are tired of hearing from me and I am not delighted to have to bother you again, but, again, I am thankful there is somewher to turn.
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: 2021-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Specialized loan servicing has misapplied my mortgage payment from XXXX, XXXX kept in unapplied funds to pay principal instead of my mortgage payment. Prior to a period of forbearance there was a partial mortgage payment of XXXX paid from my account on XX/XX/XXXX. This payment was put in unapplied funds and kept there until mortgage modification where this company then applied to principal instead of current mortgage payment. SLS claims this payment was part of the modification agreement, however I NEVER agreed to use my mortgage payment held in unapplied funds to pay principal. In fact, I made it clear to the company that this payment was to go toward my mortgage after modification. SLS has a history of misapplying my mortgage payments and then telling me I am wrong or did not make the payment. This company has participated in XXXX intimidation with a representative calling me a " XXXX XXXX XXXX '', ( which I filmed ) a consistent misapplication of funds and an attempt to short sale my house all the while I have paid my account on time. Please do not let this company steal my hard earned mortgage payments! It is against RESPA to apply mortgage payments to anything else BUT THE MORTGAGE. This company continues to take advantage of me as a XXXX, XXXX, veteran and XXXX. They must be stopped and held accountable for this practice of stealing homeowners money by subverting to unapplied funds. 1 - See attached the bank statement from XXXX XXXX showing the partial payment. 2 - See attached screenshot from SLS showing the payment applied to principal labeled " current interest and principal payment '' 3 - SLS response to CFPB with highlighted texts, admitting they misapplied mortgage payments from XXXX and reapplied to account with XXXX, XXXX adjustment demonstrating evidence of XXXX, XXXX partial mortgage payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NE
Zip: 681XX
Submitted Via: Web
Date Sent: 2021-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-02
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I requested a payoff ( XXXX of XXXX ) before my house went on the market ; the closing date was XXXX XXXX. The closing attorneys have requested the payoff the XXXX, XXXX, XXXX, XXXX, and XXXX. I also requested it again to be sent to the attorneys on the XXXX and XXXX of XXXX. Each time we were told it takes 3-5 business days to send a fax. The phone prompt says 1 business. Today the attorneys were told it would be sent by the end of the day yet I was told it was sent. I asked to speak with a supervisor and was told it would take 3 days before a supervisor would call me back, it was not immediate. As off the close of business today, XXXX XX/XX/2021 the payoff still has not been sent. Please help me not only to get the payoff but restitution of lost funds because of the delay.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27106
Submitted Via: Web
Date Sent: 2021-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Specialized Loan Servicing has not paid the real estate taxes on my mortgage secured loan and I have received multiple delinquent notices from XXXX XXXX, Virginia. On XX/XX/2021 I contacted the mortgage company regarding my delinquent notice. I was never able to speak with someone and instead was given an address to mail my bill to. Even though our escrow balance is above the amount that our real estate taxes are, and I have sent the letter with the delinquent tax bill per automated instructions, our tax bill has increased as it has not been paid.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22655
Submitted Via: Web
Date Sent: 2021-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have reached out to Specialized Loan Serving on multiple occasions to inquire about settlement options and modification. In all instances, they have refused to work with me. Most recently, I was informed that the loan investor is not accepting any modifications as they are not legally required to do so. My loan is not XXXX XXXX or XXXX XXXX and they were not able to tell me who the investor was until I requested it in Writing. They did eventually send correspondence notifying me of who the current creditor is ( The Bank of XXXX XXXX XXXX ). Specialized Loan Servicing previously advised that I reach out to HUD in which I did, however, they only submitted the paperwork for a loan modification which SLS denied again. After denial, HUD recommended reaching out to attorney they referred me to and also suggested contacting CFPB. I have been in my home for 15 years and intend on remaining. I feel that this loan was a product of the predatory lending that took place before the recession and I made payments until my resources were exhausted. I can not keep up with the adjustable rate mortgage and they will not work with me to modify the loan to a reasonable and affordable amount. I am requesting assistance with this matter to fairly resolve the situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92562
Submitted Via: Web
Date Sent: 2021-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I previously submitted a complaint under complaint ID XXXX and it was subsequently closed by CFPB due to a reply from the company. However, the issue was NOT resolved. I opened a new complaint : XXXX, and now have new information that SLS provided me false information on receiving a refund for the property taxes they paid out of my escrow account in error. Specialized Loan Servicing submitted my 1st Installment XXXX tax payment to the WRONG property PIN. Due to this, I became delinquent on the 1st installment of taxes and was charged by XXXX XXXX {$100.00} due to the delinquency. Incorrect PIN : XXXX Correct PIN : XXXX. They also OVERPAID on the taxes I was owed SLS paid out {$2100.00} of property taxes to the incorrect PIN, Please note I am not sure how SLS is expecting me to get a refund from XXXX XXXX on another owners PIN that they INCORRECTLY paid. Here is the sequence of events : 1. XX/XX/XXXX- SLS paid the wrong taxes to the wrong property PIN ( listed above ) 2. XX/XX/XXXX - Taxes reported as delinquent to my lawyer during a sales transaction of the property 3. XX/XX/XXXX - Contacted SLS where they advised that the taxes were paid on the WRONG PIN and that is why they are delinquent - due to SLS 's error. SLS advised they have submitted a refund request to XXXX XXXX and they also advised that I would need to engage XXXX XXXX to receive a refund. 4. Taxes were paid out of closing costs, including a {$100.00} penalty XXXX. XX/XX/XXXX - Filed 1st complaint to CFPB for the issues and lack of resolution with SLS to get a response from SLS, including a refund on the penalty paid ( {$100.00} ). 6. XX/XX/XXXX - Received a response from SLS that DID NOT resolve the issue of the penalty I paid out of pocket. It only addressed that they 'requested ' a refund from XXXX XXXX XXXX my behalf. 7. XX/XX/XXXX - I contacted SLS 's Tax department and they said they couldn't do anything, they transferred me to customer service, they said they couldn't do anything and transferred me to XXXX, escrow told me that they won't do anything for me, and then they transferred me to their Executive Support Team- who said they won't do anything for me because the dispute is closed. He told me I need to write a letter and open a new dispute. I spent a total of 1.5 hours on the phone trying to get a refund for SLS 's mistake. 8. XX/XX/XXXX After submitting a refund request to XXXX XXXX, I received a letter from XXXX XXXX stating that they can not refund me for the property PIN paid incorrectly because it is not my property. They stated the following : -Insufficient proof of payment : duplicate payment refund applications require proof of both payments. Please provide proof of both payments for the Tax Year and Installment where the duplicate payments occurred -Insufficient proof of payment : Although there was a duplicate payment of overpayment on the PIN, tax year and installment for which I have sought a refund, the XXXX XXXX Treasurers Office require proof that the payment was debited from your account. Please either provide a copy of your customer Receipt if payment was made by cash, certified check, or money order. 9. XX/XX/XXXX Contacted XXXX XXXX Treasurer via phone they advised that the refund would be given to the company/person that submitted the payment, NOT the property owner. It was previously advised to me that I would have to work with XXXX XXXX. At this point, XXXX XXXX has advised that SLS is the sole entity that can get this refund, I am unable to. 9. XX/XX/XXXX I contacted SLS again to get proof of payments as requested by XXXX XXXX above and asked they AGAIN reach out to XXXX XXXX on the refund. I advised the lady on the phone that XXXX XXXX said I would not be able to receive the refund, the remitter would need to work with XXXX XXXX since they have all the documentation and I have nothing. The lady I spoke with said that she would need to send to research which requires 5 business days and they would contact me. XXXX. XX/XX/XXXX As of XX/XX/XXXX, I have received no contact from SLS regarding proof of payment. At this point, I am at a loss. It can not be this hard- they can clearly see they paid on the wrong property address and can view the interest charge on the correct property address. The loan paperwork has the CORRECT property address. SLS entered the incorrect property address when they did the payment. And now they are refusing to refund me interest payment and taxes I was charged and paid. To SLS : I understand that under Section 6 of RESPA you are required to acknowledge receipt of my request within 5 business days and take action to resolve my inquiry within 30 business days. Under state law and under the federal Real Estate Settlement Procedures Act ( RESPA ), a mortgage lender is responsible for all penalties and costs due to its failure to use the borrower 's escrow to pay the taxes on the right PIN, in full and on time. SLS misued the money that I spent when paying my taxes to XXXX XXXX. SLS is responsible for the refund of the full tax refund and the penalties I incurred for the late tax payment. At this time, I am requesting that SLS provide me a refund on the full amount : 1. 1st Installment Tax Year XXXX- {$2100.00} 2. Interest Accrued- {$100.00} Since SLS will provide me not documentation I have no choice but to ask them directly for the refund. I have given SLS all the correct documentation when the loan was transferred, they paid the incorrect taxes in error. This falls on SLS to correct the issue and refund both the taxes and the interest accrued to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60402
Submitted Via: Web
Date Sent: 2021-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-29
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Specialized Loan Servicing, SLS, offered and i accepted Covid related modifications during the beginning and continuation of c19 lockdowns and severe unemployment. Was explicitly told forbearance and any.modifications WOULD NOT AFFECT CREDIT REPORT NOR WOULD IT BE INDICATED ON MY CREDIT REPORTS. It IS SHOWN, and states a NEGATIVE with a 7 year expiration time for negative to be removed. Other people with different mortgage companies have NO indication of any mods and are in good standing with credit reporting companies. NOT SLS. Requested and they said could not do, even tho they stated at time of mod,, & is allowed under both Covid relief acts...
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70131
Submitted Via: Web
Date Sent: 2021-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: SLS account records previously submitted in a response to my CFPB complaints of Spring and Summer XXXX, shows 90 % of the direct mortgage payments I submitted to the agency went into unapplied funds. SLS has a history of treating me, a XXXX, single, XXXX nurse and veteran with contempt. Indeed, I have suffered from XXXX verbal abuse and a consistent pattern of structural racism making homeownership difficult for myself as a XXXX women.Yet the current intentional misapplication and theft of my {$850.00} partial mortgage payment from XXXX of XXXX, is another illustration of how this company persists in stealing from hardworking homeowners. Specialized Loan Servicing took my XXXX, XXXX partial mortgage payment and applied it to the principal without my knowledge, intention or permission. Attached is a document from SLS showing that a payment of {$850.00} was made to principal and interest, although {$790.00} of this was from a partial mortgage payment made in XX/XX/XXXX. Bank statement enclosed with transaction.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NE
Zip: 681XX
Submitted Via: Web
Date Sent: 2021-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A