Specialized Loan Servicing LLC

2018-01-09

Arco, CA

Trouble during payment process

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

Complaint: SLS took over as loan servicing for our HELOC in XX/XX/XXXX. This is our second complaint with them. To date, they have not resolved this situation and in fact the situation has gotten even worse. After going through all payments, I discovered that the account number was off by one. I forwarded the information to them, as they have accepted payment anyway, corrected the account number on our bill pay service and have been submitting payments under the corrected account number. They have since refunded all monies submitted under that number. I also sent all documentation into the company per the previous complaint and they have taken no action or been in communication since their initial response letting me know that hey had received my correspondence. I request that this gets handled immediate, that all funds that I have paid to them be credited to my account and all future payments be credited immediately to my account. I also expect that nothing will be reported derogatorily to the credit agencies regarding this matter. Here is a copy of the latest e-mail that I have sent to them, without any resolution to this matter that was sent to them on XX/XX/XXXX Cc: XXXX XXXX Content-Type: multipart/mixed; boundary="XXXX" --XXXX Content-Type: multipart/alternative; boundary="XXXX" --XXXX Content-Type: text/plain; charset="XXXX"; format=flowed; delsp=yes Good Afternoon, Please see the attached summary of this account and the bank statements for proof of payment for the above referenced loan. I have outlined each payment on each statement for your reference. As you can see, there has been 2 payments, one for the regular payment due on this account and one towards principal only, each month since SLS has taken over the servicing of this account in XX/XX/XXXX In researching these payments to resolve this discrepancy between your records and mine, I have found a possible error in the payments to SLS. It is possible that payments have been submitted by our bank bill pay system to an incorrect SLS account number: XXXX. The correct account number is XXXX. In my experience with SLS, this problem could have easily been solved in XX/XX/XXXX has customer service representatives been better informed with the facts at hand. I have cc'd my attorney, XXXX XXXX XXXX, on this correspondence. It is with my permission that you are able to speak with him with this matter should the need arise. I look forward to the payments I have made to SLS being correctly credited to my account immediately and to the hasty resolution of this matter. Thank you XXXX 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

2018-01-09

CA

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: Our loan was recently sold to a new company which outsources its servicing to Specialized Loan Servicing, LLC. Since the transfer the customer service is awful and they have not been able to provide us with the ability to obtain Checks to use against our Home Accelerator Line and our monthly statements fail to provide any specific information on who or what entity is pulling money out of our account which prevents us from reviewing for any fraudulent activity or identity theft which is a huge concern in this financial environnment. The basic information needed on an a monthly account statement for any sort of bank reconciliation is missing. Its seems as if the financial insinuations do n't want to comply with regulations so they are outsourcing to this company which seems to be inadequate in providing the very basic information to consumers to properly monitor the withdrawals and payments of equity lines and loans. They fail to provide any detailed account information showing where any of our monthly payments to the loans have been applied. I assume they are required to comply with the minimum disclosures and fraud prevention as a servicing company but have told us they do n't have any resolution at this point. There also seems to be hundreds of complaints on line about the servicing and payment allocations of this company and I am concerned that we will also be subject to similar violations.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-01-08

Lynwood, CA

Unable to get your credit report or credit score

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

2018-01-08

Atl, GA

Problem with a credit reporting company's investigation into an existing problem

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

Their investigation did not fix an error on your report
Complaint: Reference cfpb-XXXX, XXXX SLS states : Our records further reflect that the account has been reported current since service transferring to SLS and our records do not reflect that any correction or update to credit reporting has been required. If there is a specific report which you are concerned regarding the reporting, please provide the report so that we may review the allegations you are presenting. SLS refuses to update that status they report as current, to the credit reporting agencies. It is disingenuous to infer they do not know the report I am referencing since the only entity that can report to the credit reporting agencies is XXXX. XXXX does not arbitrarily report an account as delinquent.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-01-08

Smyrna, 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

2018-01-08

New Orleans, LA

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

2018-01-07

SC

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I was n't aware that XXXX XXXX brought out XXXX, until XX/XX/XXXX ; therefore, every time I got a letter informing me that, the Mortgage Servicer changed, I filed it and made the necessary adjustments. I was working a lot of hours, ensure that, the astronomical mortgage payments were made. In XX/XX/XXXX, I moved to SC, with the intentions of buying a home, I allowed them to rush me through the process, because my family was moving here from Washington State. XXXX, did a 80/20 Loan ( based on the contract, no other Lender was involved ). In the very beginning ( although briefly ), they service both the 80 % and the 20 % ; however, within a few months, they transferred the 20 % to SLS. I was never late on the 20 %, but, that adjustable 80 % was killing me ; therefore, I was constantly late, but for some odd reason, I never had to challenge the possibility of a Fore Closure issue. I was always able to rob Peter to pay Paul. Nevertheless, I am submitting this to you because, in XX/XX/XXXX, I decided that I would start destroying old documents that I had on file for my deceased mother-in-law, and came across a packet, from XXXX XXXX, but it was never opened, because I assumed it was an offer to refinance. This document which came from XXXX, and dated XX/XX/XXXX, was a GFE review. XXXX completed a GFE review, of which they included me and my husband 's creditors and employment information. Well, it was baffling. My husband was n't listed on XXXX Contract, and we never requested a loan review from XXXX. So, with all of this newfound information, I decided to began making calls. I pulled just about everything I have on every Servicer, I had ever had dealings with. I spoke with several XXXX CSRs, I contacted the current Servicer Reps, in which I was told to contact the current Investor. I emailed them and they forwarded the email back to the Servicer to handle. I then received a call from a Supervisor, and she stated that, there should not be any other Servicer collecting on this mortgage, she asked me to forward a copy of the other Servicer 's statement, which I did. A few weeks later, I received a letter from the current Servicer informing me that I should contact SLS. I contacted SLS, and asked them who they were Servicing the mortgage for, because XXXX, is no longer in business. I was told, that they would not release this information over the phone, and that I should submit my request in writing, and I 'm still awaiting their response. I went back online to do more research, that would help me understand, how XXXX settled XXXX 's, subprime Lending Accounts. I called XXXX, and they only was aware of the Principle Loan of 80 %, and mailed me a copy of the Note, to confirm what they were telling me. Therefore, I knew I had to dig further in order to see what XXXX, had done ; so, I checked the Court Records, and what I found confirmed what I was told, in XX/XX/XXXX, XXXX represented XXXX, in a preceding, and the 80 % portion of this Conventional Loan, was transferred to another Investor, and this Investor is the only party listed on the Note. There is no other Investor noted, since the XX/XX/XXXX proceedings. So, after spending several sleepless nights doing more research, I found a document online which indicated that XXXX had also cancelled the PMI on some Accounts, so I assumed this what had happened to my Loan. Bottom Line, from XX/XX/XXXX - XX/XX/XXXX, I was never late on the 20 % piggy-back portion on this Contract, but after this revelation, as of XX/XX/XXXX, I decided that, until SLS confirm who they are servicing the loan for, I will withhold their payments. If they were notified to cancel the PMI in XX/XX/XXXX, yet, they continued to bill and collect from me, they should be found guilty of theft, deceitful collections, and fraudulent billing for a depth that was n't owed. Since XX/XX/XXXX, SLS has collected over $ 20k, that was probably not due ; not to mention, they had the nerve to charge me {$250.00} to do a Loan Modification in XX/XX/XXXX, which change my monthly payments to them from {$310.00} to {$210.00}. Since, I stopped making payments to SLS, they have sent 2 people to our home, to present open documents, requesting entrance for inspection. This has caused me to fear, what other actions may resort too. How can we trust, that this people do n't have a criminal background. One document was just sitting on the porch when we got home one afternoon, and the other one, there was a man who rang the door, and asked if I were the homeowner. I said nothing, took the document, shutting and locking the door immediately. Now whenever I see a suspicious vehicle in the neighborhood, I wonder what their purpose is. I see so many negative remarks online regarding SLS, it makes me wonder if they would resort to sending XXXX XXXX to someones home ; needless to say, this has been the worst experience of my life, and Im considering to just walk away from this home and let them have their home. I will mark it down as Rental Property for the last 13 years.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-01-05

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

2018-01-05

Bowling Green, KY

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-01-05

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

2018-01-05

Silver Spring, MD

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

2018-01-04

Pearl City, HI

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

2018-01-03

Key Biscayne, FL

False statements or representation

Debt collection: Mortgage debt

Attempted to collect wrong amount
Complaint: Loan matured XX/XX/XXXX. Loan extension was requested prior to maturity but terms of modification were never disclosed to me. I was not willing to pay trial payments without knowledge of the modification terms. In XX/XX/XXXX, I requested a payoff amount to pay loan in full. I received a payoff quote charging me interest up to the end of XX/XX/XXXX which is way pass the maturity date. I requested to have an updated payoff with interest up to the maturity day. the investor stated this is not allowed. I checked the credit agreement today on XX/XX/XXXX and no where in the agreement it says they can charge interest past maturity. in fact, there is language that talks about a balloon payment at maturity where all interest and principal is due up to that point. that is all I want to do - I want to pay the account accurately and in full up to the maturity date. they stated if I pay less than that then the account will reflect as settled and non paid in full on my credit history. I do n't agree with this. in addition, today 's representative " XXXX '' stated that there is default language in the agreement that states they can charge interest pass the maturity date. this is a lie as nothing is stated in the agreement regarding default. he proceeded to hang up the phone when I asked for the language he was referencing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-01-03

Foothill Ranch, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: SLS doesnt want to do anything they dont explain just say denyed how is that possible?????? I am including reports please pay attention its very croocial I want action about this froud SLS now before they take my home just like all the other home owners that lost their home buy SLS
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-01-03

Brooklyn Center, MN

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

2018-01-02

Perry, NY

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-01-02

Perry, NY

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

Timely Response

2018-01-01

Sarasota, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: It is due to great concern that I am filing this formal complaint against Specialized Loan Servicing LLC. Im writing to inform you that despite numerous opportunities to give me an explanation as to why my escrow has been increased, I paid it in full to them anyway with out delay. It was sent to them on XX/XX/XXXX and cleared my account XX/XX/XXXX. The shortage payment showed on my XX/XX/XXXX-XX/XX/XXXX statement. Despite making this payment they have still yet to apply it to my escrow and have been utilizing my on time payments to pay into the escrow now telling me that because my payments are not sufficient, they now are suspending them and not paying anything. You can see the details of this on my XX/XX/XXXX statement that is now showing a payment owed of {$3800.00} vs. {$1700.00} payment I have always paid. Whats even more disturbing is that the only thing that has changed is that my taxes have gone DOWN. My taxes have gone from {$3600.00} to {$2800.00}. Again, no one can explain to me why I now have the shortage. Also, doing the math they said my shortage was {$650.00} but if you add the difference of what they are charging me monthly at {$230.00} X 12= {$2800.00}! Who is doing the math over there? Im very very concerned as a consumer and concerned that they are carrying my loan. None of this makes any sense and they can not explain it to me. Despite calls to them in XX/XX/XXXX, XX/XX/XXXX and the latest XX/XX/XXXX for nearly two hours. Your help with this is truly appreciated. I have attached proof of the following : *escrow shortage check clearing *Taxes going down *Insurance staying the same *My payments being made on time *the escrow shortage request *their continued demands in their statements of charging me like the shortage has still not been paid
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-12-29

Wallington, NJ

Trouble during payment process

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

Complaint: My account was transferred from XXXX to SLS Loan Servicing in XXXX XXXX. I was unable to make my XXXX payment with XXXX and called SLS. They took a payment over the phone XXXX as my account was not set up yet. That payment was never applied to my account. I have called numerous times going over the information and was told, yes we see the error and it has been escalated. The month after that my statement still showed a past due amount, called and they said yes your account is flagged to review because of the transfer. They said do n't worry, no late fees or past due will be reported to the agencies. I work at a mortgage bank myself so I know the process all too well. We are in XXXX and the issue is still not resolved and I ca n't get a manager on the phone. Below are my transactions XXXX payment made via phone XXXX for {$600.00} ( confirmation XXXX ) XXXX payment made XXXX for {$600.00} as my account was finally set up XXXX payment made XXXX for {$600.00} XXXX payment made XXXX for {$600.00} XXXX payment made XXXX for {$620.00} XXXX payment being made today for {$620.00} I am unable to make payments online as it is asking for past due amount ( which I do not owe ). I need to make the payment via bill pay through my bank which is why XXXX payment did not process until XXXX and my payment today will not process until the first few days in 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

2017-12-29

Jupiter, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: SLS This is actually the continuation of the same problem that I have complained about twice and which have been responded to by the company, SLS. Unfortunately they made false statements about not charging fees and their accounting system is a mess. I am one month behind in my payments, yet theyve managed to somehow determine that I owe over {$5000.00} ( my mortgage payment is roughly XXXX ). They have sent me a notice of default and notice of intent to foreclose based on completely incorrect numbers. I have bank statements just as I did the first two times which contradict their figures. Furthermore, the principal balance due has actually increased because of the way they manipulate the money. I tried to make sense of it using their website but there is no coherent statement available, and the transaction history makes absolutely no sense ; it is filled with minuses and pluses that cancel each other out, transaction amounts that I had nothing to do with since I pay consistently through my bank, and notations like XXXX XXXX - a system that is intentionally confusing, so much so that their employees dont even know how to interpret it. Ive attached a section of just 20 transactions - all taking place on the same date, as an example. I am in contract to sell and need to have this resolved immediately, and again I very strongly suggest this company be investigated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-12-29

Vicksburg, MI

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

Timely Response

2017-12-28

Chattanooga, TN

Trouble during payment process

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

Complaint: In XX/XX/XXXX I received notice that full payment was due on my home equity line in the amount of {$9300.00} principal balance plus {$140.00} accrued interest. In XX/XX/XXXX I received a second notice for a larger amount of {$11000.00}. I spoke with a Specialized Loan Servicing, LLC representative named XXXX regarding a rapid payoff schedule, and questioned the new payoff amount. XXXX ordered a new payoff amount be sent to me and said the payoff schedule I proposed would likely be approved and the new charges could be reduced. Instead, in XX/XX/XXXX I received another payoff amount, this time increased to {$12000.00}. I am prepared to pay {$5000.00} toward a reasonable, fair, and honest payoff amount immediately and the remaining balance off by late XX/XX/XXXX. Specialized Loan Servicing has refused to sent monthly or even quarterly statements for years and they ca n't explain the amounts due when I call for the info. I repeatedly requested statements and needed them during a health crisis because a family member was helping keep track of monthly bills.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-12-28

Oroville, CA

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

2017-12-27

VA

Attempts to collect debt not owed

Debt collection: Mortgage debt

Debt was paid
Complaint: received collection letter from XXXX XXXX XXXX on XXXX/XXXX/XXXX stating balance due of {$1100.00} from a check dated XXXX/XXXX/XXXX to Specialized Loan Servicing. This check was processed and recorded by SLS. Sent returned letter to XXXX XXXX demanding they cease collections efforts and that the account was paid on time. no response from 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

2017-12-27

Billerica, MA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have had a mortgage with XXXX XXXX for over XXXX yrs. and now my loan has been transferred to SSL ( Specialized Loan Servicing ) which I am VERY, VERY unhappy about. I have been on XXXX XXXX 's bi monthly program for the past 13+ years which saves me significant interest over the life of the loan. But SSL does not offer a bi monthly payment service and so now this change ( that I had no control over ) is going to cost me significantly more over the life of the loan and this is NOT what was agreed upon with my loan officer when I got the mortgage with XXXX XXXX. Is there anything that can be done?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response