Specialized Loan Servicing LLC
Consumer Complaints
There are over 4954 complaints on file for Specialized Loan Servicing LLC. Dated between 2019-12-06 and 2012-04-23.
Complaints Page 50
2018-05-24
Oxford, GA
Closing on a mortgage
Mortgage: Conventional home mortgage
Complaint: Reason for contacting you: I had problems closing out a home mortgage. I believe the contract mortgage servicer (billing and receiving payments) Specialized Loan Servicing LLC (SLS) did not follow the loan/mortgage terms. I believe SLS incorrectly handled a principal prepayment, created incorrect billings, caused delays, caused addition interest to accrue, created a grossly incorrect payoff quote, did not provide requested revised payoff quotes, did not communicate with me and delayed the closing of the account. SLS cost me a couple hundred extra dollars, primarily late fees but not all late fees, and created an inappropriate and unnecessary impact on my FICO credit score. I initiated communications with SLS approximately a dozen times between mid-XX/XX/XXXXand XX/XX/XXXX attempting to closeout my loan/mortgage. SLS never followed up with me, followed through with changes they agreed to, and did not initiate communications with me until after they reported me to the credit rating agencies
I followed the terms of my loan but SLS did not. Also, I made frequent phone contact with SLS customer service during this ordeal to resolve issues and bring the process to closure. On more than one occasion I would reach resolution with a SLS rep and believe everything was finished only to get another bill, grossly incorrect payoff quote or late charge notice continuing and prolonging the process.
In summary all $XXXX of principal and all interest through XX/XX/XXXX cleared my checking account on XX/XX/XXXX. The only fees I believe are appropriate after XX/XX/XXXX would be a $XXXX recording fee and any other final closing fees, if any, that I have never been made aware of. Therefore I believe I have been overcharged by ~$XXXX and SLS impacted my credit in bad faith. I would like both issues rectified.
Executive summary: I secured a $XXXX first mortgage loan from XXXX XXXX XXXX on XX/XX/XXXX (see attachment # 1). XX/XX/XXXX my loan was sold to XXXX XXXX and within a few months I was working with my third and current contract billing and payment processing company, Specialized Loan Servicing LLC, (SLS).
My loan is a 15 year $XXXX @3.5% fixed rate with a $XXXX monthly payment of principal and interest only with no escrow and no PMI. The loan has no principal pre-payment penalties and no full or partial pre-payment limits.
I have paid additional principal on most of the scheduled ~48 monthly loan payments between XX/XX/XXXX and XX/XX/XXXX. These principal reduction amounts were included with scheduled monthly payments and ranged from several hundred to several thousand dollars when I could afford it. My goal was to pay off the mortgage before my planned retirement in XX/XX/XXXX. I was severed by my employer in XX/XX/XXXX which was OK since I already planned to retire soon in XX/XX/XXXX.
SLS handled each of my scheduled monthly payments, which usually included principal reduction payments, correct until my XX/XX/XXXX monthly payment, which also included a principal reduction payment. They did not apply all of my principal reduction payment against my principal. I believe this is a breach of my loan agreement and a deviation form SLS’s past practice.
Now that I reflect back over my entire close out experience, I believe that my XX/XX/XXXX payment reducing my principal balance to exactly $XXXX and paying all interest due on the principal through XXXX XXXX placed SLS in a situation uncommon to them. Therefore they tried to apply their time sensitive and hurried house closing process where certified funds are required to insure all funds dispersed during the closing are good. I was not selling my house and therefore had no hurried deadlines driving the process. I was simply paying my last principal payment on a house I plan to retire and live in for many years. I knew other fees were required such as recording cost. Therefore I planned to request a payoff quote in early XX/XX/XXXX once my XX/XX/XXXX payment cleared my bank. SLS mishandled my funds received and posted XX/XX/XXXX thereby creating a false “outstanding principal” balance of $XXXX. I wonder if SLS created this false principal balance to keep them 100% in control of everything. After all it allowed them to charge additional interest, impose 3 moths of late fees and ultimately report me to the credit agencies. At this point I gave up on logic, reasoning, trying to cultivate cooperation and simply did what I was told even though I believed it to be wrong as did many of the SLs reps I talked to.
I believe I followed all the terms of my loan and that SLS did not. I feel that I tried numerous times to find solutions, resolve any issues and I feel SLS was inconsistent by telling me one thing and then doing another. I feel that I have been wronged in this process and my credit needlessly damaged. I ask that these wrongs be righted.
All $XXXX of principal and all interest due through XX/XX/XXXX cleared my account on XX/XX/XXXX. All payments had been made on time. As of XX/XX/XXXX a correct payoff quote should have been approx:
Principal balance $0
Interest on principal $0 (XX/XX/XXXX pmt posted XX/XX/XXXX and cleared my bank XX/XX/XXXX
Late fees $XXXX
Recording Fee $1XXXX
Total Amount Due $XXXX
SLS payoff quote XX/XX/XXXX $XXXX attachment #2 (only payoff quote received before XX/XX/XXXX)
More Details including discussions with SLS:
I talked to 10 to 12 SLS service reps from mid-XX/XX/XXXX through XX/XX/XXXX. I don’t have all the SLS cust rep names or all of the exact dates and times especially early in this ordeal. I didn’t know it was going to be so difficult and drawn out. All of the calls were recorded by SLS therefore should be available from SLS. The chronological events listed below are my best recollections from my minimal notes during the several hours of conversation with SLS serv. reps. In some cases my calls were passed off to others.
A history of my last few payments:
Sch $XXXX Principal Principal
Date total paid Principal + Interest reduction Balance
XX/XX/XXXX $XXXX $XXXX + $XXXX $XXXX $XXXX
XX/XX/XXXX $XXXX $XXXX + $XXXX $XXXX $XXXX
XX/XX/XXXX $XXXX $XXXX +$XXXX $XXXX $XXXX
XX/XX/XXXX $XXXX $XXXX +$XXXX $XXXX $XXXX
XX/XX/XXXX $ XXXX $XXXX +$XXXX $XXXX $XXXX
XX/XX/XXXX $XXXX $XXXX +$XXXX $XXXX $XXXX
XX/XX/XXXX $XXXX $XXXX +$XXXX $XXXX $XXXX
XX/XX/XXXX $XXXX $XXXX +$XXXX $XXXX XX/XX/XXXX $XXXX(should’ve been)
SLS numbers $XXXX $XXXX +$XXXX $XXXX $XXXX*
*SLS placed $XXXX in a suspense fund claiming it was a “partial payment” creating a principal balance
My XX/XX/XXXX payment of $XXXX (pre-payment prin $XXXX + scheduled payment prin $XXXX + $XXXX monthly int) cleared my account XX/XX/XXXX (see attachments 3 & 4).
On XX/XX/XXXX I mailed my scheduled XX/XX/XXXX mortgage payment + principal reduction in the amount of $XXXX (sch prin $XXXX + sch XX/XX/XXXX interest $XXXX + prin reduction $XXXX). The payment was received and electronically posted to my account on XX/XX/XXXX by SLS and the funds cleared my bank on XX/XX/XXXX (see attachments 5 & 6). I planned to request a final payoff quote in early XX/XX/XXXX when I got my XX/XX/XXXX bill to verify proper credit for my XX/XX/XXXX payment.
I review my checking account weekly for any suspicious activity. Around XX/XX/XXXX to XX/XX/XXXX I checked to see if theXX/XX/XXXX mortgage payment had cleared my checking account which it had not. Knowing that SLS typically withdraws the payment in 2 to 3 days after I mailed it I worried that maybe they hadn’t received the payment for some reason. I called SLS and they confirmed that it was received and posted on XX/XX/XXXX.. I asked why it had not cleared my account. After some checking the SLS rep indicated that they plan to return the check and require that I send a certified check. I asked why and she said large amounts required certified checks. I told her to look at my XX/XX/XXXX and XX/XX/XXXX payments which were larger and were paid with a regular check so I didn’t see the difference. She placed me on hold again and in a few minutes she came back and said that payoffs had to be with certified funds. I told her this was a pay down and not a payoff. I told her that I knew there would be cost associated with legal documents that would need to be executed and recorded and all of which would be handled when I requested a payoff quote in early XX/XX/XXXX. I convinced her to deposit the check as they had with all of my other payments and that after it cleared my account I would request a payoff in early XX/XX/XXXX as planned. She agreed to deposit the check. The check cleared my bank on XX/XX/XXXX.
I expected my XX/XX/XXXX bill to have a principal balance very near $XXXX plus interest of $XXXX or very near $XXXX depending on when they posted my XX/XX/XXXX payment .I got myXX/XX/XXXXbill aroundXX/XX/XXXX or XXXX. My XX/XX/XXXX bill (see attachment 7) listed $XXXX outstanding principal, $XXXX int thru XX/XX/XXXX, $XXXX in “Suspense” and a total payment due of $XXXX. Note the “Suspense” funds is equal the outstanding principal balance and the $XXXX is interest on $XXXX @ 3.5% annually for XX/XX/XXXX – XX/XX/XXXX due in XX/XX/XXXX.
Why did they treat my XX/XX/XXXX payment (received and electronically posted to my account by SLS on XX/XX/XXXX) different than all of the other payments that each had some amount of principal reductions included???? If they had applied the $XXXX, they incorrectly placed in “suspense”, the outstanding principal would have been $0 which would have resulted in $XXXX or near $XXXX interest for XX/XX/XXXX since all funds cleared my account on XX/XX/XXXX.
1. Note “Total Amount Due” is only $XXXX. Wouldn’t it make you think they were going to apply the $XXXX suspense amount against the $XXXX principal leaving only $XXXX interest XX/XX/XXXX – XX/XX/XXXX which the rep agreed to write off?
2. Why wasn’t the “Suspense” $XXXX applied to principal as I requested and SLS had correctly done dozens of times in the past?
3. What is a “Suspense” fund? (see “Important Messages” section of attachment #7). I called SLS cust service and a rep told me it was Escrow. I told her my loan was a “NO ESCROW” loan which she confirmed to be correct. She stated she would get the suspense funds applied to my principal and would write off or remove the $XXXX payment due which was interest on an incorrect principal balance due. I asked if I would have a XX/XX/XXXX payment due and/or did I need to do anything other than get a payoff quote to cover any final cost. She said that I did not need to send in the $XXXX cents and disregard the XX/XX/XXXX bill. I told the SLS rep that I was not able to access the SLS web site and I asked would she submit a payoff quote request for me. She agreed to make the request.
4. Who decided to place some of my principal in a “Suspense” fund?
5. How and why did they decide to post $XXXX of the $XXXX principal reduction to principal but not the $XXXX?
A few days later I received a payoff quote which I first assumed to be the one the SLS serv rep agreed to request for me. Since the quote was drastically different than I expected (see attachment #2) I got upset until I realized it had an “issue date” of XX/XX/XXXX. This was prior to me talking with SLS rep about my XX/XX/XXXX billing issues. Therefore this payoff quote was generated prior to me requesting a quote. Note these errors in the payoff quote “issued XX/XX/XXXX”:
1. It did not give me credit for any of the $XXXX funds received by SLS on XX/XX/XXXX and which cleared my bank on XX/XX/XXXX. None of the funds they had taken possession of on XX/XX/XXXX was applied or acknowledged anywhere in the quote. Payments typically clear my bank within 2 to 3 business days with most clearing within 2 days. Why did it take SLS 10 days with my XX/XX/XXXX payment (XX/XX/XXXX to XX/XX/XXXX)?
2. Interest of $XXXX was applied from XX/XX/XXXX to XX/XX/XXXX
a. Yet they received $XXXX which included $XXXX interest through XX/XX/XXXX.
b. They charged interest on the $XXXX prin through XX/XX/XXXX yet they took possess of the last $XXXX of principal on XX/XX/XXXX.
3. What is the $XXXX late charge for? Nothing was late. The XX/XX/XXXX payment posted XX/XX/XXXX and the XX/XX/XXXX payment posted XX/XX/XXXX both of which is prior to the XX/XX/XXXX payoff issue date!!
4. I expected recording fees and possible other minor cost which is why I planned to request a payoff quote once the XX/XX/XXXX payment posted and my XX/XX/XXXX bill arrived early XX/XX/XXXX. They’ve made a few errors in the past therefore I like to see my next SLS bill before I proceed with anything.
I could not afford to write them another check for their GROSSLY incorrect payoff estimate of $XXXX. Since the SLS rep had told me to disregard the XX/XX/XXXX bill and had agreed to request a payoff quote for me I just filed away this error filled payoff quote not requested by me.
On XX/XX/XXXX my XX/XX/XXXX mortgage statement was generated and I received it a few days later (see attachment # 8). Although the SLS rep agreed my XX/XX/XXXX bill of $XXXX was incorrect and agreed to fix it, now I’m looking at an XX/XX/XXXX bill of $XXXX. Please explain the difference in this bill and the XX/XX/XXXX bill because no one at SLS could. Note these issues with my XX/XX/XXXX bill:
1. The $XXXX suspense is still there although the previous SLS rep had agreed to get it applied to principal and not to worry about my XX/XX/XXXX bill
2. The $XXXX past due is the $XXXX outstanding principal plus the $XXXX interest on the $XXXX which was on the XX/XX/XXXX bill. So the rep didn’t or couldn’t get the suspense funds applied to principal
3. What is the $XXXX in new fees
4. How did a XX/XX/XXXX bill of $XXXX become an XX/XX/XXXX bill of $XXXX
I had a little faith in SLS until I receiving my XX/XX/XXXX bill. Now I have no faith that SLS can and will do anything they tell me. I took some time to gather myself and then I called SLS to discuss my XX/XX/XXXX bill. I asked why the suspense funds had not been applied to principal on my XX/XX/XXXX mortgage payment as requested and then again in early XX/XX/XXXX as promised when I talked to the SLS rep about my XX/XX/XXXX bill. I was told SLS policy is to place any partial payments in a suspense fund until addition money come in to complete a full payment (I believe this policy does not comply with paragraph 4 of my loan agreement- see attachment 1). I asked who decided that $XXXX of the $XXXX was a partial payment to be placed in suspense while the other $XXXX would go to principal reduction and how did they decide on those amounts being that $XXXX was such a good round number? I didn’t get an answer!! I asked about the payoff quote that I requested and the SLS rep said it had been mailed. He must have been talking about the XX/XX/XXXX payoff because I never received a revised payoff until XX/XX/XXXX (see attachment # 9). I asked because I still could not get into the web site even though I had worked with SLS web support and SLS cust reps on several occasions.
In XX/XX/XXXX (I don’t know exact date) I received a letter from SLS dated XX/XX/XXXX (see attachment # 10). I contacted SLS cust service and they told me that my account was over 45days past due and that I had been reported to the credit agencies. They said I needed to get my account up to date ASAP. Needless to say I was very upset. I ended the call and started gathering all of my records and organizing my thoughts before calling SLS back.
XX/XX/XXXX I called SLS and talked with XXXX. I asked to confirm if my account was more than 45 days past due and had it been reported to the credit agencies which she confirmed it had. I asked if she could tell if a revised payoff quote had been mailed to me and she said one had (yet I had not received one at that time). I told her that I had not received anything except the XX/XX/XXXX payoff quote which we agreed was not applicable. We talked a few minutes about the history of my account starting XX/XX/XXXX. She was polite but very much kept to the company line that what they show due is due and I needed to pay it otherwise I would be reported to the credit agencies again within the next few days. At that point I was ready to give up and pay whatever they said just to make the pain go away. I asked how much I needed to pay and could it be paid in time to prevent another negative hit to my credit. She said the payoff was SXXXX and if I would permit her to electronically withdraw the fund immediate so it would process into the account overnight then she could probably stop the credit reporting. I agreed and the transaction occurred. I asked her if she could mail me a copy of the payoff quote she was working from and I confirmed my mailing address with her. She agreed to send it. I received the $XXXX payoff quote (see attachment # 9)17days later on XX/XX/XXXX with several other documents.
On XX/XX/XXXX I called SLS again and asked if there was or organization that I could request to review my situation. I was transferred to XXXX in the “Consumer Escalations” dept. XXXX was very pleasant to talk to and he reviewed the account history with me. I believe he confirmed the SLS policy of “suspensing” partial payments. Although I feel he had sympathy for my situation he didn’t commit to anything at that time. After approximately 30 minutes of conversation he suggested that I call back in 3 or 4 days to give the account time to close and after credit reporting is either stopped or reported again. He gave a phone number he stated to be direct to the executive services dept which should be able to help me with these issues.
On XX/XX/XXXX I called SLS and asked for XXXX in Consumer Escalation and was told that department had been combined with cust service and could she help me. I talked to both XXXX and XXXX during the call. They confirmed that the money transfer was successful and the account was closed. I asked if they had a record of the final closing documents being sent to me and they indicated yes.
Again on XX/XX/XXXX I called the “executive services” number and it went directly to the same SLS cust service group I had been talking to earlier. I was told due to reorganization, that department could not help me. I asked if they could transfer me to tech support because I could not access my account through the web site. The web tech tried but was not able to help me gain web access.
On XX/XX/XXXX I called SLS cust service web support to try again unsuccessfully to get web access. I explained the problem to tech support. He placed me on hold a few minutes. He came back and said it should work now. I asked him to hold on while I tried to get in. I described to him every step of the sign in process as I went through it. I had the same problem. I read him the error code and he said maybe it will work tomorrow after the nightly updates. The rep said it really doesn’t matter because your account is closed so you will not be able to access it anyway. I tried today, XX/XX/XXXX and I could not sign on the web site. I tried again XX/XX/XXXX and could not get in. I give up!!!
On XX/XX/XXXX I received 3 envelops post marked XX/XX/XXXX
1. a letter dated XX/XX/XXXX that included my signed mortgage & security deed marked “Paid in Full”
2. I also received a copy of the XX/XX/XXXX payoff quote and a letter dated XX/XX/XXXX stating they were returning my check and asking for a certified check (which was not previously mailed to me).
3. I also received a check for $XXXX listed as “ESCROW REFUND” (See attachment 11)
I called customer service many, many times trying to get these issues worked out and the account closed. On several occasions the rep would see the issue and I thought we had things worked out but the issues would pop back up. Things got worse rather than better. I was declared to be late on the final payments and was reported to the credit agencies which lowered my FICO score 98 points from XXXX in XX/XX/XXXX to XXXX in XX/XX/XXXX. You don’t get this kind of credit rating by not paying your bills. In XX/XX/XXXX when they told me that they had reported me to the credit agencies I paid whatever they asked, $XXXX. I just wanted to stop the pain of hits on my credit. See attachment #12. SLS received sufficient funds on XX/XX/XXXX (delayed transfer to XX/XX/XXXX by SLS) to cover all $XXXX principal and interest through XX/XX/XXXX. The payoff quote issued XX/XX/XXXX and post marked XX/XX/XXXX (attachment #9) was the first payoff quote I received that gave me credit for any of the $XXXX of principal I paid on XX/XX/XXXX even though I had requested an updated and corrected quote many times through SLS cust service. I have never been able to sign into the SLS web site which has made this ordeal even more frustrating because I couldn’t see what was going on in my account. SLS did not provide reasonably accurate closing documents in a timely manner even after the errors were pointed out.
Problems with XX/XX/XXXX payoff quote:
1. Declaring $XXXX unpaid principal while also listing $XXXX credit in “unapplied funds credit” The $XXXX portion of my principal payment became “suspense “ on XX/XX/XXXX when my XX/XX/XXXX bill generated , to “unapplied Funds credit when the XX/XX/XXXX payoff quote was generated to escrow when the XX/XX/XXXX escrow rebate check was generated..
2. The $XXXX represents 3 months of late payments. One month was refunded in a check post marked XX/XX/XXXX with a description “ESCROW REFUND”. The opportunity for late fees was created when SLS incorrectly designated $XXXX as a partial payment and placed it in a suspense fund rather that applying it to principal as I requested and as my loan agreement specifies. By hijacking $XXXX of my principal payment SLS was able prolong this closing process by approximately 3 months or more. Charge me three months of late fees and needlessly negatively impact my credit rating.
3. The $XXXX recording fee is the only correct entry on theXX/XX/XXXX closeout document generated at SLS request. My payoff request would have been made in early XX/XX/XXXX after my principal pay down was credited to my account.
4. The $XXXX was release as an “Unapplied Funds Credit” which I feel is a breach of contract because my loan allows me to make full prepayment principal reduction or partial prepayments principal reductions without penalty. They did not handle my payment appropriately thereby creating an unnecessary principal balance which created the opportunity for them to bill me for unwarranted late charges and negatively impacted my credit.
5. I also received (post marked XX/XX/XXXX) a refund check for $XXXX (see attachment 11) with the description “ESCROW REFUND” even though I told them multiple times my loan was a no escrow loan and a couple of SLS cust reps verified it and said they would have the “suspense” funds applier to the principal.
In summary, I tried every way I knew how to resolve this in a timely manner. I was on the phone many hours (no exaggeration) and they just were no help at all. I thought cable TV suppliers had terrible customer service but SLS is now at the top of my list.
I’m surprised SLS’s Georgia XXXX XXXX XXXX rating is a “B”. Based on my experience I expected it to be much lower.
Please place attachments #3, 6, 7, 8, 13, & 14 in from of you and see if they make any sense and would have known what to do with them other than try to discuss it with SLS customer service.
I am asking for:
1. All negative notices remove from my credit report and my score restored to near its previous level. I know it fluctuates some.
2. A refund of late charges and unnecessary interest.
$XXXX principal since all principal was in SLS hand XX/XX/XXXX
$XXXX interest since there was no principal due after XX/XX/XXXX
$XXXXXX/XX/XXXX payoff quote collected from me onXX/XX/XXXX
($XXXX) recording fee which is legitimate cost
($XXXX) Escrow refund received by meXX/XX/XXXX
$XXXX additional interest and late fee refund due me
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-05-23
Gulf Breeze, FL
Trouble during payment process
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
2018-05-23
Patterson, MD
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: On XX/XX/XXXX I noticed Specialized Loan Servicing LLC ( SLS ) that it was in violation of UCC 3-309 ( a ) and ( b ). On XX/XX/XXXX I sent a Notice of Error to SLS regarding said violation. On XX/XX/XXXX I sent a second follow up letter demanding that SLS prove-up its claim. XXXX has refused to acknowledge SLS 's violation of Maryland Code Commercial Law at 3-309 ( a ) and ( b ). SLS has had adequate notice that it is in violation of Maryland Code Commercial Law at 3-309 ( a ) and ( b ) and is therefore complicit in the fraudulent appointment of XXXX XXXX. XXXX, XXXX as alleged substitute trustee. SLS knew that pursuant to UCC 3-309 ( a ), XXXX XXXX XXXX XXXX has no chain of title and no claim under the alleged deed of trust. SLS knew that it has an obligation to release the lien as it is without basis to enforce it.
I have repeatedly noticed SLS and XXXX XXXX that Maryland Code Commercial Law states at 3-309 ( a ) A person not in possession of an instrument is entitled to enforce the instrument if ( i ) the person was in possession of the instrument and entitled to enforce it when loss of possession occurred ... NOT ONE of the banks in the alleged chain of title was in possession of the note when loss of possession occurred, thus none had power to enforce the note, and none had power to assign it! Each of the Lost Note Affidavits signed by the bankers states clearly that the bank never received the note. I have repeatedly advised SLS of these facts, and SLS has ignored me.
Pursuant to Maryland Code Commercial Law at 3-309 ( a ) all lost note Affidavits filed by XXXX XXXX XXXX, XXXX, and others, are false and void, as none of these institutions ever received said note, and therefore were not entitled to enforce said note. Therefore, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX was without standing or authority to appoint XXXX XXXX XXXX XXXX, XXXX, as substitute trustee. SLS and XXXX XXXX. XXXX, XXXX, are without authority to foreclose. SLS has refused to acknowledge this fact, and has continued its fraudulent claim of authority to collect.
Maryland Code Commercial Law 3-309 ( b ) and UCC 3-309 ( b ) required SLS and XXXX XXXX XXXX XXXX to prove that the note/security was in its possession at the time it was lost. 3-309 ( b ) states A person seeking enforcement of an instrument under subsection ( a ) must prove the terms of the instrument and the persons right to enforce the instrument. SLS has failed to prove up its/their right to enforce the note.
XXXX XXXX XXXX XXXX has failed to prove-up its claim against my property at XXXX XXXX XXXX, XXXX, Maryland. Specifically, SLS has failed to prove that it is in compliance with 3-309 ( a ) ; that it was in possession of the instrument and entitled to enforce it when loss of possession occurred ... and it has failed to prove up its claim as required pursuant to 3-309 ( b ) : A person seeking enforcement of an instrument under subsection ( a ) must prove ... the persons right to enforce the instrument. SLS 's continued attempts to collect {$290000.00} that is not owed to SLS or to XXXX XXXX show that it is willfully in violation of UCC 3-309 ( a ) and ( b ) and is actively engaged in mail fraud.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-05-22
Spfld, MA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: My name is XXXX XXXX. I have been looking for an Attorney to help me with a Bank ( XXXX XXXX ). My house was supposed to have been foreclosed on. At least I was told it was in XX/XX/XXXX. I was taken to court and almost forced to move. My family would have had to move if my brother wasnt in the military. Then in XX/XX/XXXX after my mother put in an offer to buy the house and the bank agreeing to the offer ; I was told they couldnt sell the house to my mother. The reason I was given was ; I still owned the house.
I never got a clear explanation of what happened, just I still owned a house the bank ( XXXX XXXX ) told me they foreclosed on. At this point I was told by the realtor helping me to contact the bank and try to make some arrangements. During this time the bank had taken everything out of my name. The house, taxes, and water and never properly reinstated my name back onto anything.
I then was brought to court by the XXXX XXXX XXXX XXXX XXXX XXXX for the non-payment of the water bill. A bill I was not receiving due to the said foreclosure. It was during this court case when it was explained to my mother, the court mediator, and myself how the bank had illegally foreclosed on the house and how I still owned it.
After finding out the bank never properly foreclosed in XX/XX/XXXX. In XX/XX/XXXX, when I finally spoke to someone who tried to help me. I made 3 payments and after those payments the person said they could no longer help me. I was redirected to another person from the bank who did not exist at the number the bank provided, nor could this person be located within the company. I have reached out to the Comptroller and The Office of the President. The Office of the President from XXXX XXXX was in contact with me but also abruptly stop communicating with me.
Then one day the bank ( XXXX XXXX ) sent me a letter stating they were going to charge off my loan and give me the house. When I called on the letter I was told, they wouldn't be bothering me anymore and the house was mine this was in XX/XX/XXXX. In XX/XX/XXXX, the bank ( XXXX XXXX ) sent me a letter stating I owed them over {$300000.00} for a mortgage they told me they foreclosed on, to learn they never foreclosed, they never would make any arrangements for me to pay, then told me they were giving me the house, to owing {$300000.00} for a mortgage with interest, penalties, and fees.
When I asked for the information showing all of this they asked, " Why did I want it? '' Then like they always do, they stopped corresponding with me. I then got a letter from another servicing company stating they were collecting on the loan. I have asked both banks ( XXXX XXXX ) and XXXXhe servicing company SLS ( Specialized Loan Services ) at this point is the loan a Time-Barred Loan?. Neither of the banks answered me. SLS ( Specialized Loan Services ) representative told me, I dont know what that is.
From what I have researched, once the bank started the foreclosure in XX/XX/XXXX it accelerated the debt. Thus, making it an unsecured debt which then turned it into a time barred debt. I'm not a Lawyer in no sense of the word. I just want this big mess to go away and for my family to be secure in our home again. My family and I have been through enough and would like to put all of this to an end.
I have been working with the Massachusetts Attorney Generals Office to see if they could help clear up the issue with the new servicing company. The first person the AGO was in contact with at SLS was unable to provide the AGO with clear information of the situation. I have recently received a foreclosure notice form SLS and reported this new information to the AGO.
The AGO advised me of his attempts to get into contact with his contact from SLS with no response. Able to finally get into contact with someone at SLS the AGO was told to reinstate the loan ; the servicing company wants to double the amount of the loan at a higher interest rate. The AGO advised me, it did not sound like a good deal. He also stated it doesnt sound fair to me and recommended I file a report the CFPB.
My loan was never properly reinstated when XXXX XXXX said they didnt foreclose on the house. Now I am being charged penalty and fees from another servicing company which doesnt seem fair ; since the mess XXXX XXXX created was never fixed.
Again, this foreclosure will go on my credit making me ineligible for another mortgage.
I am hoping you can help me. This all seems unfair to my family and myself.
Listed below is my contact information. I have also attached scanned copies of documents I have saved over the years. I do have more if you need them.
I look forward to hearing from you.
Thank you, XXXX XXXX XXXX XXXX XXXX XXXX, MA. 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
2018-05-22
Simi Valley, CA
Applying for a mortgage or refinancing an existing mortgage
Mortgage: Home equity loan or line of credit (HELOC)
Complaint: this loan servicer was involved in not only adding insurance to my loan when I already had insurance through my main mortgage but dual tracking and trying to foreclose on my home. I have complained about this in the past and nothing seems to being done against them. I had a heloc with another company and it was handed to Specialized Loan Servicing, since I had filed a bankruptcy I received no statements from this company and was not aware my loan was due to mature. Additionally since I had modified my mortgage this loan moved to the first position on my home. I tried for 2 years to get them to modify this loan and through numerous sets of paperwork. There was always something missing. They put my home on the fast track for foreclosure and I had to file Chapter XXXX bankruptcy to keep my home. I reached out to a lawyers office who had filed a class action lawsuit against them for doing the same thing they did to me. The lawyer told me while they did agree this company was engaged in dual-tracking of my loan, but because the loan was a HELOC it didn't fall under RESPA. I believe the actions of this company were solely because of the amount of equity I have in my home. How can they still be doing business in California?
Company Response: Closed with explanation
2018-05-22
Rock Hill, MO
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
2018-05-21
Delray Beach, FL
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-05-21
Five Points, NC
Took or threatened to take negative or legal action
Debt collection: Mortgage debt
Threatened to sue you for very old debt
Complaint: I mailed a certified debt validation letter to XXXX XXXX XXXX, XXXX on the behalf of their client XXXX XXXX XXXX, XXXX on XX/XX/XXXX. On XX/XX/XXXX, I never received a follow up response addressing the zombie debt with regard to the Pennsylvania Statue of Limitations.
XXXX XXXX XXXX stated in a letter that they were forwarded all concerns back to client and it is now XX/XX/XXXX and I have never heard nothing back from both companies who claim that I owe them money in excess of 43,000 in which a lien continues to be on my property.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-05-21
Stilesville, IN
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: During training at XXXX XXXX Virginia XX/XX/XXXX I paid {$510.00} which is two payments to update my account, then made a another payment XX/XX/XXXX ( have receipts from payment station and bank statement documenting the transactions ). In XX/XX/XXXX, I received a certified letter from Specialized Loan Servicing about my account being delinquent. I contacted the company via email and phone disputing the disclaimer. I was informed to email copies of my receipts and they would investigate. After several calls and three follow up emails later, it was only to submit another request for an investigation into the receipt of the funds in question. This was the first of the episodes while I ended up paying another {$510.00}. The second episode was getting another letter in the mail today ( XX/XX/XXXX ) dated XX/XX/XXXX informing me that my account was delinquent while I am yet again disputing it because I have a payment receipt and bank statement that indicates otherwise as of XX/XX/XXXX when it was paid. This company does not respond well when it comes to them having to pay back excess funds or investigate missing funds that should have posted the correct account. According to them, there was or is no way that they could have posted the funds to the wrong account ... ... very questionable after my payments have come up missing not once but twice.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-05-18
IL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: During a recent credit inquiry it was brought to our attention that there is a discrepancy from the time our home loan/mortgage transferred service from XXXX to your organization SLS, in XX/XX/XXXX. According to the report, one payment is being reported from SLS as 60 days late ; however, this is not accurate and is unjustifiably creating a crippling effect on our credit score.
We have provided documentation of our last ( XX/XX/XXXX ) statement from XXXX amount due was for XX/XX/XXXX payment. We were informed in XX/XX/XXXX that our servicer would be changing to SLS and that we would be contacted by them with further account and payment information. We spoke with a SLS representative XX/XX/XXXX, we were informed that our total amount due was {$940.00} and we made a payment via telephone at that time. We continued to make regular monthly payments to SLS in the amount of {$1000.00} from XX/XX/XXXX current ( XX/XX/XXXX ) documentation included.
We have spoken to SLS representatives over the phone many of times regarding this discrepancy. After extensive wait times, often 15-20 minutes, disconnected calls, and being told the person/supervisor that can help you in not in/available, a representative from SLS has informed us that we were delinquent from XXXX and that delinquency was transferred over to SLS.
We understand our mortgage servicer may change and we do not have control over this process. However, you SLS as the servicer, have a legal obligation to protect us as the consumer through this process. This trust has been fractured through the lack of communication you have been able to provide, despite our efforts to get this resolved in a timely manner.
Again, as you requested we have attached the last statement from XXXX in XX/XX/XXXX and payment documentation from XX/XX/XXXX-XX/XX/XXXX. In all of the correspondence we have had with SLS, not once were we notified of an outstanding balance or have been asked to make a payment more than our current monthly obligation.
This mistake during this transfer of lender service to SLS has caused a significant burden to our family and your actions through our initial encounters to discuss, review, and resolve this issue have been less than helpful.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-05-18
Hardin, MT
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
2018-05-18
Milwaukee, WI
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: We were in a chapter XXXX and were at the end of it ready to have it discharged. When Specialized loan Servicing LLC would not sign off for the discharge, they claimed we still owed them over XXXX dollars. We explained to him this. In XX/XX/XXXX we got a letter from our chapter XXXX lawyer about our mortgage is being transferred to Specialized Loan Servicing LLC. So we called to make a payment. They would not talk to us because we did not have a loan number. So this went on for three months but in this three months our trustee was making payments to them. Then My husband called because they would not give me ( XXXX ) any information. Finally in XX/XX/XXXX they took our payment. Then again in XX/XX/XXXX XX/XX/XXXX and XX/XX/XXXX. Them I called to make XX/XX/XXXX payment and they would not take it. This is right after our lawyer went to court and won against them that we were currant on our payments and we did not own any back payments. We had also just received our Chapter XXXX discharge. I fully intend to make my XX/XX/XXXX payment I will mail it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-05-17
Granada Hills, CA
Attempts to collect debt not owed
Debt collection: Mortgage debt
Debt was result of identity theft
Company Response: Closed with explanation
2018-05-17
Essex, CT
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
2018-05-17
Essex, CT
Struggling to pay mortgage
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
2018-05-16
Struggling to pay mortgage
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
2018-05-16
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
2018-05-16
Benbrook, TX
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
2018-05-16
Columbia, SC
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
2018-05-16
Houston, TX
Trouble during payment process
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
2018-05-15
CA
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account information incorrect
Complaint: The above noted loan continues to show on my personal credit report as an outstanding loan. The loan was paid off when the property was sold. Payoff date was XX/XX/XXXX. This is impacting my credit score and loan to debt ration, as the XXXX XXXX monthly payment and XXXX XXXX balance is still showing as an obligation on the property associated with this loan. The property address is XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX. I provided copies of my credit report to Specialized Loan Serving per their request when I contacted them again on XX/XX/XXXX. I originally called on/around XX/XX/XXXX to contest this with XXXX XXXX XXXX escalation department and was assured it would be removed from my credit report. As of XX/XX/XXXX that had still not happened. I was also told a letter would be sent to my address of XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX stating this loan was paid in full. I have yet to receive any acknowledgment.
I am very frustrated by the lack of action on 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
2018-05-15
Noblesville, IN
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: This is a continuation on a now fourth complaint to the CFBP about an on-going unresolved issue with my mortgage servicing company. I will summarize below. It has NOT been resolved. I have placed countless calls into the company since the start of this issue. This is in addition to the nearly countless calls over the last 14+ months. SLS claims to have a " proven track record of setting the standard for Customer Care ''. I find that to be a gross misstatement and would further recommend the various government agencies ( XXXX XXXX, XXXX XXXX, FHA, XXXX, XXXX & VA ) review their practices and prevent further issues before any contract servicing extensions are granted. I will restate the original complaint below. Due to the increase in local home prices, we are wanting to have our PMI ( private mortgage insurance ) removed from our mortgage. After hearing numerous local reports of increased values, speaking with realtors, and neighbors ( who SOLD their homes/not simply list ), along with the increased tax value from the county assessor, it is very clear that our home value has risen to a level that it exceeds the 75 % threshold for PMI removal. On XX/XX/XXXX, I contacted Specialized Loan Servicing. I explained the increase in values and asked what was needed to start the PMI removal process. They indicated to mail them a signed letter requesting PMI be removed from our account. We mailed a letter same day. A few weeks later, we received a letter in the mail stating that our current loan value was ~90 % and that we did not qualify for PMI removal. This value based off our homes original assessed value, not the it's current increased value. If we disputed the current value, the lender asked that we sign the included form to have a full house appraisal completed. We did so and mailed this form back. It was extremely clear that the mortgage lender would request a FULL appraisal. Over 6 weeks pass by with no response from the lender. I contacted them in early XXXX to discuss the status of our full appraisal. The representative stated it was received and to call back in one week. I did so. I was then told the previous representative was incorrect, that it would not be completed until the end of XXXX. On XX/XX/XXXX, I received a letter in the mail from the lender stating that our home value had not increased at all and the current loan value remained unchanged at ~91 %. The included a single page document, known as a broker 's price opinion. This letter also included the same exact form we signed in XXXX stating we disputed the current value, the lender asked that we sign the included form to have a full house appraisal completed. The broker 's price opinion is NOT a full and proper home appraisal. I contacted the lender to discuss. I was told this decision was final despite them inaccurately valuing my home and not ordering a full appraisal, despite specifically requesting one. After the original CFBP complaint, I received a notification that the appraisal would be ordered. I was contacted by a local company and setup the inspection for XX/XX/XXXX. At the completion of the inspection, the representative stated SLS would have the detailed report within 3-4 business days ( at the latest ). I have called numerous times post inspection to inquire about the status of the report. All agents have given different answers ( and excuses ) to why the report was not completed and the PMI not yet removed. SLS is now stating " Our records reflect that our initial order for an interior appraisal was not received by our vendor ''. This is not true. I was contacted in XXXX regarding an appraiser coming to my house. On Friday, XX/XX/XXXX, at XXXX XXXX EST an appraiser came to my house to complete a full inspection. This include walking inside and outside of the home. His contact number is ( XXXX ) XXXX. Please follow up with this person who was hired by SLS to complete my appraisal. He indicated that SLS would have his completed report in 3-4 business days. I attempted to follow up with SLS after the second complaint response was received to alert them to this issue. 30 minutes on the phone with their " escalation department '' and nothing was accomplished as the rep did not have valid and updated information on this issue. The report was finally received, but did not take into consideration the updated home prices. This appraiser did not take into account the different section of the neighborhood. Just this week ( XX/XX/XXXX ), a home on my street ( same floor plan and square footage ), CLOSED ( not simply sold, but a bank approved mortgage ) at {$240000.00}. This price is $ 20,000+ higher than what the appraiser incorrectly stated. Please correct and remove our PMI. I will NOT pay for any additional reports to be ran. Those costs need to be paid by SLS directly and not passed on.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-05-15
Scottsdale, AZ
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: The purpose of this letter is to request your assistance in obtaining information regarding the above referenced loan. Specifically, specialized Loan Servicing ( SLS ) will not provide me with basic information regarding this debt, such as what the amount my monthly payment should be on or what the balance of my loan is. I ask that you please demand that SLS make this information immediately available to me, now and in the future.
Background Sometime in XX/XX/XXXX we were informed that our mortgage was transferred from XXXX XXXX XXXX to SLS. About that time, we also began to fall behind on the payments. SLS did not send us monthly statements and ( despite our many requests ) would not tell us exactly how much we needed to pay to come to current. We tried to call SLS but were always sent from department to department. No one gave us a clear answer. Not even SLSs web portal would tell us what our payment should be.
We were ultimately reduced to guessing that we owed when we made a payment. Over the period between XX/XX/XXXX and XX/XX/XXXX, we paid approximately {$6400.00}. Despite this, SLS continued to send us demand letters. On Friday, XX/XX/XXXX, we received a certified letter from SLS which informed us that the debt was referred to an attorney for foreclosure. We called the number provided on the letter but was never provided with amount to come to current on the loan. We were told that the foreclosure trustee would contact us with the amount in several days. As of the date of this letter, no such contact has occurred.
On XX/XX/XXXX, we made several calls, hours of time being routed around from one department to another, always getting the runaround from each person and this went on for days. Each person we spoke to, gave me a different answer, and we followed each one, this went on for weeks. During one of the conversations, it was said we could request it verbally and we did so on XX/XX/XXXX and again on XX/XX/XXXX. After days of waiting and more calls to follow up, we got more of the runaround and then on XX/XX/XXXX, another person told me to send a letter ( give a fax number, department and details of what needed to be included, so that we could request this pay off amount ). We sent the letter immediately ( doc # 1 ).
On XX/XX/XXXX, we again contacted SLS and with multiple calls to verify request was received and being processed we were again getting the runaround, they seemed to intentionally stall us and were not tell us the amount necessary to come to current on the debt alleged. We had the money and are ready to pay it immediately, but SLS and their representatives were unable to tell us how much to pay or where to pay it.
Later that same day, Friday, XX/XX/XXXX, a notice of trustee sale was delivered to our home ( doc # 2 ). This notice stated that we could bring the account back into good standing by paying delinquent payments. The notice instructed us to contact the trustee ( lawyer ) for payment instructions. We called the number provided, sent the signed request letter to the trustee/lawyer ( XXXX , XXXX XXXX XXXX ) and once again were not given a number for the delinquent payments.
After multiple attempts starting on XX/XX/XXXX to contact XXXX for the Reinstatement Quote, finally, on XX/XX/XXXX date, XXXX XXXX @ XXXX XXXX sent us an email notification that the delinquency was {$7300.00} and due on XX/XX/XXXX ( doc # 3 ). We immediately made payment for this amount in person at the XXXX XXXX XXXX ( doc # 4 ).
To make matters worse, we have been waiting for either SLS or their law firm to send us the notice that shows it was paid and the foreclosure has been cancelled. As of today, that still has not been received. We took it upon ourselves to look into the County Recorders website and find out what, if anything has been updated and about a week ago we found the Cancellation Notice of Trustees Sale dated XX/XX/XXXX.
And what we found to be even more unfair, is a letter received, dated XX/XX/XXXX and XX/XX/XXXX ( both in an envelope dated XX/XX/XXXX ) received on XX/XX/XXXX with confirmation of receiving our reinstatement request, advising me of it being sent to the wrong departments and providing us a balance with a due date of XX/XX/XXXX ( doc # 5 ). Had we relied on SLS or the trustee to provide us with timely documentation, we would certainly have lost our home in a foreclosure sale. Thankfully this did not happen, but it shows that they are not following the rules and abusing the system to gain unfair advantages over consumers.
Currently we have again tried to use their website to access our account. We are unable to get statements, our current amount showed states XX/XX/XXXX, however aside the payment made to XXXX XXXX, we have not made any payments, because we have not been able to get a monthly statement and amount owed. To make matters worse, when I click on the site to make the payment listed on the attached ( doc # 6 ), the amount changes and there is nothing to understand why. We again are being placed in a situation where we are unable to pay our mortgage with understanding where all the money is being applied.
Argument We are not sure if SLSs failure to communicate even the most basic information concerning the debt was a deliberate act or simply a sign of negligence. Regardless, if SLS is permitted to continue on in this respect, it is inevitable that we will soon repeat this foreclosure crisis. It is unfair and abusive that SLS has caused us all this distress and harm when we made it clear that we were willing to pay all our deficiencies. All the late fees and other penalties could have been avoided if we were timely provided the proper payment information.
Not only have we suffered from stress and had to pay many additional costs, but our ability to borrow had been compromised. In order to get away from SLSs abuse, we consulted with mortgage brokers about our refinancing options. We were told that, because SLS reports that we have a record of late payments, we will not qualify for a loan that we can use to replace the SLS loan. On other words, because SLS sabotaged our attempts to make payments on our loan, we can not get a new loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-05-15
San Gabriel, CA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: XXXX XXXX has attempted several times to resolve this matter. It all started with XXXX Loss Mitigation ; attempted several times to obtain a affordable payment, and no luck whatsoever. Now it was transferred to Specialized Loan Service and the same issue keeps occurring with her mortgage. XXXX XXXX has gone thru some financial and medical issues, but now she is full in force to make all payments on time. Currently there is a foreclose in process and she is seeking to avoid this to going any further.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-05-14
Lynwood, CA
Closing on a 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