Date Received: 2018-04-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I Obtained a mortgage through XXXX XXXX XXXX in XX/XX/XXXX. XXXX sold my loan to XXXX XXXX and Specialized Loan Service shortly there after. My certified mailing address was shown to be XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX. XXXX recoded my address to be XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX. I never received any mortgage statements from XXXX as they were going to the wrong address. I learned about the error on XX/XX/XXXX when I was checking my credit and noticed a 90 day late from SLS/XXXX. On XX/XX/XXXX I made the payment to XXXX to catch up, and set up the mortgage to be on Auto Payment Drafting from my bank account so this wouldn't happen again. SLS/XXXX 's automated phone system allowed me to do this. However, what I wasn't aware of was that, SLS/XXXX will not let you set up auto drafting for 48 hours after a phone payment is called in. So, I thought I was set - auto payments would be made and I wouldn't have to worry about this property and the above happening with XXXX again. Unfortunately, even though the automated system allowed me to set up auto payment, SLS/XXXX didn't honor that and I received another late payment mark on my credit because the following payment never happened. So, this time, I made the payment with a live person and set up auto drafting with a live person. Which is interesting because they allowed me to set up auto drafting even though my other payment hadn't cleared ... The long and the short is, SLS/XXXX has administrative issues and consumers are getting the short end of the stick. I greatly appreciate any assistance you all can provide in disputing this derogatory mark on my credit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I WILL NOT ACCEPT THE COMPNYS RESPONSE, I ASK TO BE REINSTATE D ON MY TRIAL PAYMENT, I WAS IN THE HOSPITAL, AND AS FAR AS THE RETURNED CHECKS, I HAVE A PROBLEM WITH YOUR SYSTEM, IT DOES NOT ACCEPT MY XXXX XXXX ACCT, IT WILL ONLY ACCEPT MY SAVINGS ACCOUNT AND AGAIN I WAS IN THE HOSPITAL AND COULD NOT GET TO MY BANK, I HAVE TOLD YOUR REPRESENYTIVES THIS ON SEVERAL OCCASIONS, PLEASE HELP ME, I WAS IN THE HOSPITAL, I NEED TO KEEP MY HOUSE AND CAN PAY TODAY ALL 3 OF THE TRAIL PAYMENTS, I AM A VETERAN, I HAVE XXXX XXXX AND AM XXXX, I HAVE NO WHERE TO GO, I WILL BE GOING TO THE MEDIA AND TO MY CONGRESSMEN, I NEED YOUR HELP AND AM JUST ASKING FOR YOUR HELP, ALSO WHAT HAPPENED TO THE SUPERVISOR WHO CAUSED ME PROBLEMS SAYING THAT MY HOUSE WAS BEING SOLD ON XX/XX/XXXX, PLEASE PLEASE PLEASE PLEASE HELP ME, I CAN SEND YOU THE WHOLE 3 MONTHS OF PAYMENTS TODAY
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31313
Submitted Via: Web
Date Sent: 2018-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have lived in and made our house payment for 20 years. 10 years ago we filed bankruptcy but kept our home. Since then we have gotten ourselves back on track and rebuilding our credit. We set up automatic draft so our payment would never be late or overlooked. The mortgage company we had was awesome throughout the process. Last year, our mortgage was sold to Specialized Loan Servicing LLC. As we had before, we called to set up automatic draft. We were told because we had bankruptcy their company did not allow us to participate in automatic draft. It doesnt hardly seem fair that just because we fell on hard times in the past we should be punished 10 years later! Meanwhile, we mail payments which they now want to say are late and one time even returned our check cut completely and perfectly in half with a note stating they received it damaged when clearly they had sliced it in opening the envelope. I just want to know how they can prohibit people who have filed bankruptcy from being set up on automatic draft. Seems like discrimination to me and I dont appreciate it one bit!!
Company Response:
State: TN
Zip: 377XX
Submitted Via: Web
Date Sent: 2018-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I XXXX XXXX applied for a home modification from specialized loan servicing, and was approved.they gave me a three months modification, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX, still paying.the repotted to credit buereau that I was three months late ' the company is specialized loan services I called them and they said it will stay on - my credit report I never was late.i was in a modification XX/XX/2017-XX/XX/XXXX and XX/XX/2017.i was told that after modification my account would be updated. XXXX XXXX XXXX XXXX XXXX Maryland XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21133
Submitted Via: Web
Date Sent: 2018-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage with Specialized Loan Servicing. I have been paying PMI for four years now. I currently owe {$250000.00} on my loan. I asked that my PMI drop because the current value of my house exceeds 20 % of what I owe. They sent an appraiser and they determined my home was only worth {$290000.00}. I currently have two houses for sail in our neighborhood ( one is my neighbor ) for sale for {$350000.00}. My house is one of the largest in the neighborhood and it is estimated value online at {$390000.00}. I asked them what the appeal process was and was told they have none.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30064
Submitted Via: Web
Date Sent: 2018-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My home was flooded in XX/XX/2016. Flood insurance payments were made for repairs and were endorsed over to the mortgage company to disperse for repairs on the home. The mortgage company turned over management of funds to insurance claim check.com and they continue to delay and stall the process of repayment to me to repay Repair the home. To this date they have yet to disperse any funds to me other than what I have already paid for and will not release funds based on prior agreement of turning in receipts and contractors bids in a timely basis. They continue to change guidelines on release of funds to me which are much stricter than they would in the case of releasing funds to a general contractor there by placing unreasonable burden on me. Each time I attempt to resolve repayment of receipts or contracts I get a different story and continued delays. They also require additional inspections that they would not require with a general contractor. These guidelines or not laid out on their website process section and have not been made known to me until the process is again shut down. In addition they continue to slow walk disbursement of funds even though they have verified all checks were to be overnighted they use instead snail mail. It is my believe at this point that there is intentional slow walking of disbursement of funds to cause further duress on me and my family to repair damaged home. The most recent action of sending reimbursement check for paid receipts has again been mailed through the Postal Service rather than overnight even though I had clarified with two supervisors that all checks would be sent overnight due to the financial stress that their guidelines had placed on my family.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 707XX
Submitted Via: Web
Date Sent: 2018-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My Mortgage company has been charging my account for escrow fees each year, which was not on my original loan. They started doing this when I was late in paying my taxes maybe three years ago. They charge {$12000.00} k a year. By them doing that It made it more harder on my behalf yo come up with my monthly dues. i already have complained about this but all they did was to spread the payment over 12 months. Which Is I didnt find a solution. I just want this company to stop collecting escrow fees which I know that you only pay escrow when you buy or sell a house. I could definitely pay for my own property tax, from this day forward. My equity just goes to the chzrges that they impose every year. I want this company to refund me all the payment I made for escrow fees. My equity is gone because of the fees theh charge each year.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91766
Submitted Via: Web
Date Sent: 2018-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am trying to work things out with the servicer of my XXXX XXXX owned mortgage loan, Specialized Loan Servicing. I have been dealing with XXXX XXXX and they have been trying to file paperwork to foreclose on me through the court. Now I am getting letters from SLS indicating they are now the servicer on the loan, although I do not recall receiving any specific paperwork telling me my loan had been transferred. The bottom line is that I have a good paying job and also receive Social Security and I can afford my mortgage payment. Due to some investment losses, a cut in hours and my wife 's XXXX diagnosis a few years ago I struggled financially and missed some mortgage payments. At that time the loan was serviced by XXXX and I applied for a loan modification and was approved. I made the agreed upon trial modification payment for several months awaiting XXXX to finalize the agreement. This never happened -- XXXX gave me some excuse about my income but would not be specific about the exact details. When pressed they told me that I just did not qualify and that I needed to pay back the full amount of late payments as well as late fees, Attorney fees, etc. I could not afford to do this. The loan was then transferred to XXXX and I tried to engage with them but could not make any progress, and they escalated this into the foreclosure court. I responded to their claim and then the loan apparently got transferred to Specialized Loan Servicing. I have attempted to open a dialogue with SLS but have made no progress. Instead I am bombarded by collection calls at all hours ( including very early morning ) demanding that I reinstate the loan. I have since found that my loan is owned by XXXX XXXX, and that they rolled out several new homeowner assistance programs last year. I want to know why SLS is refusing to consider me for any of these GSE programs and is relying on the findings of XXXX from 2-3 years ago instead of reviewing my CURRENT and correct financial information? I feel they are denying me access to government and internal programs that they are required to consider me for. I refinanced into this current mortgage loan in XX/XX/XXXX. There were no problems and I made my payment as agreed for over 10 years. In XX/XX/XXXX due to the market crash and recession, I had to short sale a property and my hours were significantly cut and to survive I had to file bankruptcy. To make matters worse in this same time frame my wife was diagnosed with XXXX XXXX and she soon lost XXXX XXXX of her XXXX and ability to function. I was overwhelmed and at that time fell delinquent on my loan that was held by XXXX at that time. As I got back on my feet I contacted XXXX and applied for a loan modification which they approved ( attached ). I began making the three trial payments with the promise that I would receive a permanent modification at the end of the process. After making the third trial payment XXXX disappeared on me. I tried to find out where the permanent modification paperwork was, I tried to get a status, no one could give me any answers. I continued making the monthly trial payment for a few more months, but then I received a letter stating that I did not qualify for a permanent solution due to my income. There were no specifics given as to what income was used or how they calculated it, just very vague. Then the loan was transferred to XXXX I tried again to engage in order to be reviewed for government and internal homeowner assistance programs since my hours had increased and because I was now receiving SSI income as well. Despite multiple attempts to get a review open of the current finances XXXX obstructed me at every turn. Considering that this loan is owned by XXXX XXXX, this behavior is outrageous and egregious. Now that the loan is with SLS I have tried to engage but they are engaging in the same obstructionist tactics. I am filing a formal complaint against Specialized Loan Servicing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2018-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am an authorized party on the mortgage for XXXX XXXX XXXX XXXX and XXXX XXXX XXXX. Their mortgage loan was with XXXX XXXX until XX/XX/XXXX. Prior to that date, XXXX XXXX approved a loan modification for XXXX and XXXX after they had made 3 required mortgage payments. XXXX XXXX sent the Loan Modification papers which are dated XX/XX/XXXX and then sold the servicing of the loan to Specialized Loan Servicing ( SLS ). I have called SLS on five separate occasions to talk to them about the incorrect information they have in their system for XXXX and XXXX 's loan. The claim they have no record of me being authorized on the loan even though I faxed them the authorization along with power of attorney for both XXXX and XXXX, and the modification documents. After they stated they never received the fax, I emailed the documents. They claim they still don't have them and will not contact XXXX XXXX to obtain the authorization. I have confirmation of receipt for both the fax and the email. Today when I called again to speak with someone and was told for the fifth time that I was not authorized I asked to speak with a supervisor. XXXX, the woman I spoke with said a supervisor would not be able to help me either. I told her I wanted to speak with a supervisor anyway. She transferred me to someone's voicemail. SLS is violating the terms of the modification that was approved by XXXX XXXX and also violating XXXX and XXXX 's authorization to allow me to handle their financial obligations. They are sending statements which have incorrect payment amounts and are also sending statements that XXXX and XXXX are past due, which is incorrect according to documentation received from XXXX XXXX prior to the transfer of the loan. The SLS loan number is XXXX The XXXX XXXX loan number is XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29720
Submitted Via: Web
Date Sent: 2018-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was quite alarmed this morning when I went to confirm my bank balance in anticipation of a large purchase I was making and found that my balance was quite a bit lower than I expected. I looked at my transactions and found that my mortgage servicer had debited my bank account twice for my mortgage payment. My payment is debited automatically, a process encouraged by the servicer when initiating the mortgage. I contacted the servicer and asked what was going on and they indicated that all of their customers who had automatic debits for their mortgage payments were experiencing the same thing ; their bank accounts had been charged twice for their mortgage payments. I asked to speak to a supervisor who had no more information on why and how this had happened and when I asked to speak to a manager I was told that there were none present because it was too early in the morning. Since this servicer has hundreds of thousands of customers and I would suspect that a large number of them have auto debit for their mortgages, the total dollar amount involved would be considerable. Is this a scam? When will my money be replaced?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20147
Submitted Via: Web
Date Sent: 2018-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A