Specialized Loan Servicing LLC

2019-07-03

Coram, NY

Trouble during payment process

Mortgage: Home equity loan or line of credit (HELOC)

Company Response: Closed with explanation

Timely Response

2019-07-03

Passyunk, PA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-03

Austin, TX

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-02

Bethlehem, GA

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Information is missing that should be on the report
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-02

Nappanee, IN

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I am filing a complaint against SLS Loan Services. They are making up numbers about my escrow account and refusing to take XXXX off my principle balance on my 73rd month of my Hamp loan modification. ( XXXX of 2019 ). I am willing to pay the XXXX shortage amount and the new monthly payment of XXXX I get no co-operation and they are trying to get me to go into forclosure. I am currently ahead on my house payments. ( paid thru XXXX ) SLS requires a minimum cushion of XXXX which I paid on XX/XX/2019. They are making up numbers and trying to confuse me on purpose. I have contacted them and the XXXX many times without response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-02

Rochdale, NY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-02

Bywood, PA

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-02

Cane Creek, AR

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I am attempting to refinance my current mortgage. In order to do so, I have been told that I will need to provide a payment history for the last 12 months. On XX/XX/XXXX, I contacted my loan servicer and asked them to provide me with a payment history. I was told that my request has been submitted and that I should see the requested document in 7-10 business days. It is now XX/XX/02 and during that time I have made 7 additional phone calls and I still have not received the requested document. I have verified my mailing address multiple times. I have requested the document be faxed to me 3 different times to 2 different numbers. I have been told these requests have been completed but have been given no proof that they actually have been completed. I have tried to talk repeatedly to a supervisor and have been told first that that isn't an option. Then on another call was told a supervisor could call me back in 1-2 business days. In summary, I have over the course of almost 3 months made 8 different phone calls to obtain a simple document and have not been provided with the document or proof that the document has been sent.
Company Response: Closed with explanation

Timely Response

2019-07-02

Stkn, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XXXX XXXX, 2019 we received a updated letter from Specialized Loan Servicing agreeing to the payments we were late paying. The agreement was to defer the payment until we sell or transfer an interest in our home. We were 3 months behind because of a major illness. Our latest statement from SLS increased our payments. We were paying XXXX. The payment is XXXX. The balance owed was added to the payment. When we called to clarify. They stated that we will be paying this for 48 months to cover the late payments. We can not afford this payment based upon our income. Also, this was a XXXX adjustable loan that was transferred to XXXX XXXX XXXX. Tried to do a modification and a principal reduction. We were not allowed to do so. We never borrowed any money. XXXX XXXX XXXX transferred it to SLS. Several attempts were made to modify or reduce the principal.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-01

Murray, UT

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My mortgage was recently bought by Specialized Loan Servicing LLC. To pay my mortgage I can choose to pay by phone, online, or send a check. Unfortunately, with all those methods you need an account number. I was never sent an account number in time to make my payment on the first of the month. AND their entire website is down. I've tried it on multiple devices and connections .AND it is after-hours for the phone system.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-01

Burke, VA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-01

Glendale, CO

Trouble during payment process

Mortgage: Home equity loan or line of credit (HELOC)

Complaint: SLS has had my 2nd mortgage for 6 years. I've had almost zero communication with them during this time until XX/XX/XXXX when I get a letter claiming I am delinquent and they will foreclose. I provided them proof of every payment since the beginning of the loan. Their customer service department can not explain why I am delinquent yet nobody will help assist in resolving this. Calls to supervisors are not answered or returned. Their activity is borderline malicious. I have all records of communications and bank statements and happy to provide them, it is a lot of data. Here are my notes for the last month. XX/XX/XXXX After being out of town during the week until this day, I received a letter from SLS stating my account was delinquent {$3200.00} XX/XX/XXXX XXXX a total of 74 minutes on the phone. Mostly with an Agent named XXXX. She was unable to verify what payments were missed, only that I was delinquent several months. XXXX claims she could only look back a year of payments. I asked for the entire payment history and she said this would have to be mailed to me. I requested the history be mailed to me. Received certified letter from SLS claiming my account was delinquent. XX/XX/XXXX Faxed almost 60 pages of my payment history from XXXX XXXX to SLS at XXXX. History shows no late payments. XX/XX/XXXX XXXX received a call from XXXX XXXX , a supervisor at SLS. I explained the situation. He said he would look into my account and let me know probably on Monday. XX/XX/XXXX Morning : left a message for XXXX asking for an update XX/XX/XXXX Received letter from SLS stating they received my letter but it needed to be sent too another addresses. XXXX left message for XXXX at SLS asking for update XX/XX/XXXX Funny, I received a call from SLS, XXXX, at XXXX with a recorded message saying Call SLS but I couldnt understand the number. Called XXXX at XXXX immediately after and there was no answer. Mailed all documentation to SLS in XXXX. {$4.00} tracking number XXXX XX/XX/XXXX I received a statement from SLS in the mail. This is the first time I remember ever receiving a statement from them. XX/XX/XXXX XXXX received a call from SLS. spoke with a woman I believe she said XXXX13 minutes. She wanted to know my intentions with the house because they are going to foreclose. Her records did not show the dispute status and shes part of the collections department. She did confirm that they received my dispute letter but it could take 30 days for them to make a decision because they are so backed up. I asked why she called if they showed it was in dispute and she said their system did not show that and the only way to stop the calls was to fax a cease and desist letter. Tracking Number XXXX XX/XX/XXXX, XXXX XXXX , CO Filed complaint online with XXXX XX/XX/XXXX Received XXXX response. I rejected SLS response. They claim they sent a letter in XX/XX/XXXX changing the loan. I never received it and they claim it was included in their response and it was not. No record of this letter exists on their website and I dont remember receiving this letter nor have a copy. Although I provided 6 years of payment history, they show they applied payments to 11 different months and still say Im due for XX/XX/XXXX payment. XX/XX/XXXX XXXX left another message for XXXX . Returned home from travel for the last 6 days and received three more letters all dated XX/XX/XXXX, all threatening foreclosure. The new amount claimed due is {$3400.00} XXXX called customer assistance XXXX, spoke to XXXX. payment history only goes to XXXX. He would need to request a payment history. I said Ive done that before and never received payment history. He is completely incapable of telling me how the account got behind. 36 minutes in the call was ended like I was hung up on. Received another letter today dated XX/XX/XXXX. This one was sent to XXXX address. XX/XX/XXXX Sent letter to SLS Customer Support
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-30

Ardmore, PA

Written notification about debt

Debt collection: Mortgage debt

Didn't receive enough information to verify debt
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-30

Alexandria, VA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I received a letter dated XXXX XXXX from XXXX XXXX that it was transferring my loan servicing to Specialized Loan Servicing ( SLS ) in XXXX, Arizona. I was not concerned at first. But then, there were nothing but problems with SLS from the day of the transfer. It took weeks to even speak with a person from SLS about the transfer. Once I spoke with a representative, I set up weekly mortgage payments, as I had done with XXXX XXXX for years and I never had any issues. Once the ACH debit was set up and confirmed via phone and I received an " Electronic Funds Transfer Enrollment Confirmation '' -- I thought everything was set up and expected smooth sailing. My first payment was applied to my payment as set up. My second weekly payment was applied to principal, not as a payment, potentially making my full payment late. And then, I received an " Automatic Payment Cancellation Notice '' letter dated XX/XX/XXXX explaining that the ACH had been cancelled. I spent hours on the phone and on hold trying to correct the misapplied payment and trying to figure out why the ACH was cancelled to no avail. It was very stressful. I never experienced this situation and I have owned a home for 25 years. No one at SLS ever returned calls as promised. Then, I read reviews on the XXXX XXXX XXXX with people citing the same problems of cancelled ACH and misapplied payments. Several, like me with a credit score above 800, cited they never resolved the payment problems and that their credit score dropped because of a supposed missed payment. These folks warned others to refinance quickly before credit scores dropped because of SLS mishandling payments. This concerned me greatly. After 7 hours on hold, I realized I had to refinance quickly. This cost me about me about {$5000.00}, but thankfully, I am away from SLS. Please research this servicing company, this company needs to be shut down. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-30

Warrenton, VA

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account information incorrect
Complaint: In XX/XX/XXXX my property in XXXX FL had some hurricane damage, and my mortgage company, XXXX XXXX XXXX ( XXXX ), offered me forbearance for 3 payments that would be added on to the end of my mortgage. I accepted forbearance, and in XX/XX/XXXX, just as the forbearance period ended, XXXX transferred my mortgage to Specialized Loan Service. The XXXX agreement stated that SLS would accept and complete the forbearance agreement made by XXXX. SLS harassed me and finally added a modification onto my loan, but instead of a forbearance modification, they processed it as a foreclosure modification, which showed up on my credit report as my being delinquent with mortgage payments. They pressured me, giving me one day to sign which allowed no time for legal review, threatening foreclosure if I did not sign. I disputed it with the credit bureaus later who did nothing to correct it, and it ruined has my credit score. SLS refused to correct their mistake and I have been turned down for refinancing my mortgage because of the mistake SLS made and the delinquency on my credit report. Changing the forbearance modification to a foreclosure modification is an unfair bait and switch practice, and has cost me my credit. At the time I didn't know the difference in the modifications, but now I understand what has happened and I am requesting that the delinquency be removed from my credit report and my mortgage be corrected due to this unfair practice. This has damaged my financial reputation and cost me money. I tried to refinance with XXXX again and they just told me yesterday XX/XX/XXXX they can not proceed until this mistake is corrected. I have paid almost {$1000.00} in fees for appraisals and application and my loan is denied now because of SLS 's mistake. As a XXXX XXXX I feel this is unfair, and I deserve punitive damages from SLS now that I have figured out what they actually did is illegal. I was entitled to federal forbearance from a natural disaster and they defrauded me to accept a foreclosure. I can not even refinance my house and get away from SLS because of the mistake they refuse to correct on my credit report. SLS agreed to take the loan from XXXX " as is '', then switched it to a foreclosure. They refused to correct the balance or give me credit for all payments made in XX/XX/XXXX. There have been no delinquent payments, and I have submitted receipts to SLS and the credit bureaus. SLS documented the 3 months of forbearance as 3 delinquent payments and threw me into foreclosure and forced me to agree with a foreclosure modification and did not explain the difference in a federal disaster forbearance modification and a foreclosure modification. Please help me straighten this out and get the delinquency off my credit report so I can get away from this unethical mortgage company. The mortgaged property is at XXXX XXXX XXXX XXXX in XXXX FL, where I hope to retire to. I live and work in VA and my address is XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX Thank you. XXXX XXXX XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-29

Colma, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-29

Dale City, VA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-29

Fairburn, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-28

Dix Hills, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-28

Bostonia, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: SLS LN XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX CA XXXX XXXX XXXX The short sale was started XX/XX/XXXX with SLS. On XX/XX/XXXX we were told the file was complete. On XX/XX/XXXX we were countered. On XX/XX/XXXX the buyer met their counter. On XX/XX/XXXX we were finally told that SLS had DONE NOTHING on the file and we had to start over. On XX/XX/XXXX we were told that the file was complete, was sent to the investor and we would have an update by XX/XX/XXXX. On XX/XX/XXXX they told us they had nothing done on the file and claimed they had 30 days more to work on the file. On XX/XX/XXXX we filed a CFPB complaint, to which SLS stated they did nothing wrong and too bad. ( See attached complaint and SLSs pathetic response. On XX/XX/XXXX we were told that it had passed MI review and was sent to the XXXX XXXX for decisioning. On XX/XX/XXXX we were told that XXXX XXXX is now requiring a higher net. NO EXPLANATION WAS GIVEN AS TO WHY THIS CHANGED SUDDENLY AND I CAN ONLY IMAGINE SLS WAS LYING WHEN THEY SAID THEY SENT IT TO XXXX XXXX PRIOR TO THIS. On XX/XX/XXXX the buyer accepted the new new counter offer and all docs were submitted. On XX/XX/XXXX we were told that SLS had to order YET ANOTHER BPO VALUATION. On XX/XX/XXXX we were told that it was sent to the investor yet again, and on XX/XX/XXXX it was sent to PMI for approval. ***SLS STATED TODAY XX/XX/XXXX THAT WE HAVE TO START OVER AND THE HOMEOWNER HAS TO GO THROUGH ANOTHER LOAN MOD REVIEW, EVEN THOUGH HE HAS BEEN DECLINED MULTIPLE TIMES ALREADY AND THE HOMEOWNER DOES NOT LIVE IN THE PROPERTY. SLS has STOLEN five ( 5 ) months of servicing fees from the investor. They are obviously defrauding their clients, their investor, can not follow State or Federal guidelines, and think the CFPB is a joke. **************SLS CONTINUALLY MAKES UP DOCUMENT REQUESTS IN AN ATTEMPT TO MILK THE SERVICING FEES OUT OF THE INVESTOR, XXXX XXXX XXXX THEY ARE DEFRAUDING THE INVESTOR. BY FORCING THE BUYERS TO CANCEL THEY CAN KEEP THIS IN A DEFAULT STATUS INDEFINITELY AND CONTINUE MILKING SERVICING FEES OUT OF THEIR INVESTOR. IT IS CLEAR AT THIS POINT THAT IS SLSS BUSINESS MODEL, PURPOOSEFULLY FRAUDULENT SERVICING POLICIES RESULTING IN EXTENDING THEIR INCREASED MONTHLY DEFAULT SERVICING FEES. ********THEY HAVE DONE NOTHING BUT LIE TO US SINCE XXXX THIS NEEDS TO STOP NOW AND I DONT WANT TO HEAR ANYMORE XXXX LIKE THE RESPONSE YOU GAVE IN THE LAST CFPB COMPLAINT ABOUT HOW YOU HAVE DONE NOTHING WRONG. CLEARLY YOU HAVE. I want SLS to be investigated for these continual and deceptive communications. I want the short sale approval letter that we should have gotten shortly after the buyer accepted SLSs counter offer on XX/XX/XXXX. CC : 1. XXXX XXXX XXXX. OAG 3. XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-06-28

Gloucester City, NJ

Incorrect information on your report

Mortgage: Other type of mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-27

Santa Ysabel, CA

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: I paid off my current mortgage with SLS.net, the new lender XXXX XXXX paid off the balance due to SLS on XX/XX/2019, SLS is holding my extra payment to them since then. I have contacted them several times, they have said they would send out the check and they haven't, I called again, now they want me to wait another 30 business days. They are holding my funds and are playing games. I need the money back to make my payments. Its not right that they are holding my money for no apparent reason.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-27

Orion Twp, MI

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-26

Nyc, NY

Trouble during payment process

Mortgage: Home equity loan or line of credit (HELOC)

Complaint: SLS is charging opaque fees with no prior disclosure and has abusive, predatory lending practices. My loan was transferred to SLS from XXXX ( where I had AutoPay set up ) after XX/XX/2019. I set up an online payment for SLS to include an extra principal amount of {$30.00} and also set up AutoPay for future payments. After the first month, I see my extra principal payment was never credited to principal but instead held in a " suspense account ''. I also see I am charged for a pay off quote but there is no disclosure on any space of the SLS website for this. I call SLS on XX/XX/XXXX, XX/XX/XXXX, and finally XX/XX/XXXX speaking to XXXX, XXXX and XXXX respectively to get 1 ) my payments set up properly ; 2 ) my extra principal moved from the suspense account 3 ) rectify the mysterious pay off quote -- and I am told in each circumstance that the extra principal will get applied correctly. I am also told that the pay off quote issue was a well-known issue by management and that they were trying to fix this -- even though this fee is still on each bill after I call. In early XXXX, I receive paper mail advising me that my ACH is cancelled and my loan is in default. I have owned this home for 15 years and have never been delinquent on payment. I have called and called and called to no avail. The customer reps provide me with different responses on what is happening with my account, XXXX promising a return call, but none of my issues going resolved. In looking at CFPB complaints against SLS, I see this pay off quote is a common issue. I also think cancelling a customer 's Autopay is predatory -- especially if this is a systemic practice -- why would you cancel my Autopay when I am trying to pay my bills? And then charge me a late fee and all sorts of other fees after SLS cancels ACH? On top of that, their website does not work, always asking me to verify the exact same info I verify in each log in then not allowing me to continue. I am at my wits end trying to fix this with SLS. Please help!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-26

Houston, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XX/XX/2019, I called Specialized Loan Specialists to find out how to submit a Letter of Consent to have repairs completed on my home for a program I had signed up for. I was told by the customer service representative that I needed to submit the letter via email to customer service. I submitted the form and information regarding the program via email as instructed. I later called on XX/XX/XXXX to insure that the document was received and if nay other information was required. I have since called the XXXX customer care and have talked to several customer care reps and supervisors and I have been hung up on, pushed to several people, have been on hold for hours at a time, with no resolutions, I have been told I submitted the paperwork incorrectly, with that said I emailed it the paperwork, as well I mailed the paperwork, I have faxed the paperwork. I have gotten several inconsistencies in relation to the correspondence they have received from me. I am not getting the information needed. I am filing a complaint for their customer service where there is no answers to get. I need the form to be completed but, I don't think the paperwork has gotten to the department it needs to get to. I don't know who to complain to to get my issue resolve. It is the worse customer service I have ever experienced, I don't know how to get my issue resolved. I tried customer resolution but leads me back to the same customer care reps. I have sent the correspondence to their dispute department, but I'm told I can't talk to anyone in that department. I have tried to request a call from the executive service representatives and I'm told they will call me back and no calls. I am at my wits end and they hold the mortgage on my home and I can't do anything about it. I pay my mortgage on time every month, and they send me a notice in the mail every month to pay mortgage, but I can ; t get this letter of consent to repair my home. Please advise directives I can take to get this issue resolve. I was told 30 days and it would be handled, and here it is now going into 70 days. No resolutions and no answers
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response