Specialized Loan Servicing LLC

2019-09-24

Louisa, 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

2019-09-24

Ferndale, 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

2019-09-23

Watkins, CO

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

2019-09-23

Gloucester City, NJ

Struggling to pay mortgage

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

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

Timely Response

2019-09-23

Harsens Is, MI

Struggling to pay mortgage

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

Complaint: XX/XX/XXXX MAIN CONCERN Im really concerned because Specialized Loan Servicing is submitting documentation to without my actual signature or initials on every form. Most important, only eight pages of documents they submitted during first compliant is recorded in XXXX County Deeds Office. Documents printed out maybe signature fraud involving pasting. XXXX XXXX NEVER charged interest and SLS never sent XXXX XXXX statements document from XXXX. SLS verbally informed me that my house is out of foreclosure due to loan modification but will not mail me documentation confirming receipt of payment, or payoff. I never filed bankruptcy or notified about unpaid principal balance so why is it coded in SLS system? I have found too many discrepancies with XXXX XXXX and Specialized Loan Services ( SLS ). In XXXX, XXXX XXXX paid {$63.00} XXXX to settle Federal charges regarding abusing consumers, misrepresenting amounts owed customers. Specialized Loan Servicing has 474 XXXX XXXX XXXX complaints. CONCERN ONE : Since my last email submission to XXXX and preventing my home from transitioning into foreclosure. XX/XX/XXXX, I liquidated some assets and paid Specialized Loan Servicing via XXXX XXXX a total of {$60000.00}. I paid my loan modification deposit and 1st payment on XX/XX/XXXX. I called Specialized Loan Servicing to confirm receipt. They only confirmed {$5000.00} payment not {$1000.00}. This payment should be posted to loan number modification. Please be advised that XXXX XXXX confirmed receipt of payment from SLS at XXXX on XX/XX/XXXX. Attached please find my XXXX XXXX receipt confirming. I also wrote down SLS collection confirmation number. Two XXXX XXXX Tracking number transactions is XXXX for {$5000.00} and XXXX for {$1000.00}. SLS confirmation number confirming collection at XXXX eastern time is XXXX ( {$5000.00} ) and XXXX ( {$1000.00} ). CONCERN TWO : SLS account manager is XXXX I received an email from XXXX XXXX XXXX approving a loan modification. Unfortunately, email provided two dates for a deposit and initial payment. I called SLS and account manager informed me I have until XX/XX/XXXX. I mailed and faxed SLS a letter of dispute regarding SLS loan modification emailed on XX/XX/XXXX. ATTACHED PLEASE FIND the loan modification is specifying two dates as deadline to accept loan modification. Below please find details : -Page 2 of 18 letter dated XX/XX/XXXX states results summary down payment ( {$5900.00} ) and initial payment ( {$100.00} ) due by XX/XX/XXXX. -Page 6 of 18 letter dated XX/XX/XXXX states accept offer down payment ( {$5900.00} ) and initial payment ( {$100.00} ) due by XX/XX/XXXX. Same date Michigan XXXX XXXX XXXX and XXXX XXXX requires SLS documentation submission deadline. Attached please find email they sent. Can you please investigate accordingly to protect my consumer rights. CONCERN THREE This is in addition to account manager XXXX ( teller number XXXX ) informed me my new balance is {$40000.00} ( payoff ). The current balance and all documentation says {$19000.00}. SLS account manager XXXX informed me that the additional {$20000.00} ( interest ) which will make total payoff approximately {$40000.00}. I have requested payoff letters and never received from SLS. CONCERN FOUR In addition, I filed various disputes with SLS by fax and mailed requesting documentation mentioned on XX/XX/XXXX regarding and how can SLS provide two dates regarding modification and not confirm actual debt and submit documentation. SLS representative notified me that usually with dispute loan modification is on hold. DOCUMENTATION NEVER RECEIVED REGARDING THE FOLLOWING : - resolving discrepancies regarding authentication of balance ( XXXX XXXX Statements before SLS ) -dispute regarding SLS trying to charge me an additional {$20000.00} SLS account XXXX XXXX XXXX XXXX number XXXX ) verbally informed me my new balance is {$40000.00} ( payoff ). The current balance and all documentation says {$19000.00}. I informed him XXXX XXXX was 0 %. PLEASE BE ADVISED THAT CHARGE OFF DATE IS XX/XX/XXXX I CALLED SLS ON XXXX XXXX, XXXX AND CONFIRMED DATE. IMPORTANT-Charge off date was XX/XX/XXXX. SLS decided to breach XX/XX/XXXX SLS. My last statement 0 % interest rate {$23000.00} XXXX XXXX in SLS XXXX XXXX XXXX XXXX -Im REQUESTING A COPY of the charge off letter in system dated 12/18/2014. -Requesting copy of SLS breach date of write-off was XX/XX/XXXX. -REQUESTING A COPY the letter specifying the last statement 0 % interest rate was {$23000.00} with XXXX XXXX and currently located in SLS XXXX XXXX XXXX XXXX. - IM REQUESTING A COPY OF last statement with XXXX XXXX before SLS welcome letter ( in XXXX XXXX XXXX XXXX ). Billing statement is XX/XX/XXXX. -IM REQUESTING A COPY OF THE STATEMENTS FROM XXXX. -IM REQUESTING A COPY OF settlement offer SLS offered me in the amount of {$15000.00} SLS dated/mailed to me on XX/XX/XXXX. -IM REQUESTING COPY of foreclosure lawyer letter dated XX/XX/XXXX or any correspondence from lawyer providing status because SLS account manager informed me that investor information was not available or foreclosure attorney information. -IM REQUESTING current creditor or investor who owns loan SLS informed me they were not able to provide me information. Please be advised that additional {$20000.00} or any other fee illegally charges are in violation of the Real Estate Settlement Procedures Act ( RESPA ). RESPA provides consumers with improved disclosures of settlements costs and their goal is to reduce the cost of closing by the elimination of referral fees and kickbacks. The ending balance with XXXX XXXX should have been transferred as forwarding balance to SLS not additional {$20000.00}. SLS can not add charges when original loan transferred was 0 % interest with XXXX XXXX who owned loan before it was transferred to SLS. If SLS offered me a settlement offer for {$15000.00} ( XX/XX/XXXX ) how can SLS attempt to inform me loan increased to {$40000.00}. I never received any documents stating {$40000.00}. I requested SLS to please mail all REQUEST DOCUMENTS to my address and nothing mailed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-23

FL

Took or threatened to take negative or legal action

Debt collection: Mortgage debt

Threatened or suggested your credit would be damaged
Complaint: Incorrect information has been reported to the credit reporting bureaus and it is damaging my credit ratings. Moreover, the incorrect information is over 12 years old. Specialized Loan Servicing, LLC ( " SLS '' ) is a third party residential mortgage services provider. SLS serviced a mortgage I held on a house owned in XXXX, WA : A house I sold in XX/XX/2007. Sale of the house resulted in the full payoff of the loan SLS was servicing. This loan was paid off, in its entirety, in XX/XX/2007. Thus, there was no loan, no loan obligation, and no payment obligation after XX/XX/2007. In XX/XX/2007, one month after the loan was paid off, SLS reported a " late payment '' to the credit reporting bureaus. There were never any late payments -- I had never been late on any payment on the mortgage. This is troubling because SLS reported a late payment AFTER the loan had been paid off. Then, SLS reported the loan as 60 days late. This is a very damaging item on my creditor report : A report that has no other similar late payments. 12 years have passed. Setting aside the factual inaccuracy of the alleged pate payment, SLS has refused to notify the credit reporting bureaus to remove this from my credit reports. This failure is despite my repeated attempts to notify them of this problem and multiple requests for their assistance to correct this error. SLS is taking affirmative and active steps to maintain the late payment on my credit report. It is very strange behavior, to be sure, but something I hope your organization can help me correct. NOTE : No money is owed -- there were never any late payments -- I complied with all terms and conditions of the mortgage. The loan was paid off in its entirety in XX/XX/2007.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-23

Clayton, MO

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Loan was sold to SLS ( specialized Loan Servicing ) XXXX, XXXX. A dispute regarding funds deposited with XXXX, previous servicer existed and were not related to SLS causing my payment to dramatically increase with little or not adjustments to my hazard insurance or tax base. The figures causing my payment to go up do not accurately reflect funds that should have transferred from previous servicer to current servicer of my loan. Discussions with SLS on XX/XX/XXXX and again on XX/XX/XXXX indicate discrepancy. Thank you for the explanation of how the escrow analysis is achieved. This however does not explain the discrepancy of funds as processed by both SLS and XXXX. Taxes paid in XXXX were XXXX, and XXXX were XXXX. Hazard insurance paid in XXXX were XXXX, XXXX were XXXX and currently are XXXX. Clearly there is no need for any increase in monthly payment, rather a decrease. There needs to be a complete review of escrow withholding and reporting dating back to XX/XX/XXXX. I believe there is inaccurate accounting and reporting or fraud.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-22

Lewisburg, TN

Attempts to collect debt not owed

Debt collection: Mortgage debt

Debt was paid
Company Response: Closed with explanation

Timely Response

2019-09-21

TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: XX/XX/XXXX I entered into a XXXX XXXX standard modification Agreement effective XX/XX/XXXX, At the time of this agreement there was a escrow shortage of {$2600.00}. Under the terms of my new agreement I was extended a term of 5 years or ( 60months ) period to repay the shortage. The total of my new monthly payment was {$710.00} principal & interest and escrow {$420.00} for a total of {$1100.00} monthly until the shortage is satisfied. Starting in XXXX of XXXX specialized loan servicing took over servicing my loan from caliber home loans. At this point I had paid 24 monthly payments since the agreement started with XXXX in XXXX of XXXX leaving 36 months left of the 60 month repayment terms. I was current on the mortgage. The taxes and insurance had been paid for ( XXXX - XXXX ) and were not due again until XX/XX/XXXX. When the loan transferred in XX/XX/XXXX the balance in the Escrow account was {$250.00} according to XXXX XXXX Loans. This was confirmed with " SLS '' or Specialized Loan Servicing. SLS reevaluated my escrow account with no notice told me they sent a letter in XXXX " I never received it ''. SLS reduced the agreement payback time to 12 months and sent me a bill with a higher monthly payment to make Escrow balance current in 12 months. Under the terms of my agreement I was extended a term of 5 years or ( 60months ) period to repay the shortage. The total amount of the Taxes was {$3200.00} according to SLS and the insurance was {$1600.00} I verified The total amount of the Taxes was {$3200.00} according to SLS and the insurance was {$1600.00} I verified these actually went down on property taxes. XXXX taxes and insurance cost = {$3200.00} + {$1600.00} = $ XXXX = XXXX monthly with their re-evaluation of escrow. XX/XX/XXXX - Now they are sending me a bill with a total of {$1100.00} - Monthly - {$710.00} principal & interest and escrow {$460.00}. SLS claims that they are following the same spread rate providing as was outlined in the original contract. - " Under the terms of my agreement I was extended a term of 5 years or ( 60months ) period to repay the shortage. '' Keep in mind that the TAXES & INSURANCE HAVE WENT DOWN in the last 2 previous years. I have explained if we are on the same spread rate and I here in the month of XX/XX/XXXX have made 29 of the 60 monthly payments to make the make the escrow balance. That means there are 31 monthly payments left why has my monthly note increased from {$1100.00} to {$1100.00} equal to {$45.00} x 31 months of the original agreement. That is an additional amount of {$1400.00} over my original agreement not to mention my wife paid 2 months with a higher note when they refigured the spread on 12 months before I noticed it this totals to {$160.00} per month x 2 = ( {$330.00} + {$1400.00} ) = {$1700.00} extra over the original agreement. So please tell me why I have to pay an extra {$1700.00} higher than my original agreement I signed with the previous lender. Please Note : taxes and insurance have went down and the balance needed to cover escrow is {$4900.00} the amount they are charging me is {$1700.00} higher at the end of my 60-month term. So why do I need to have {$6600.00} balance when taxes and insurance come due for the amount of {$4900.00} this is % XXXX higher than what is needed to pay taxes. I was told by " SLS '' they would figure it out I never got a call its 3 weeks XX/XX/XXXX If they restore the terms of my loan to what i agreed to with XXXX XXXX loans. And apply the XXXX and apply it to the principal of the loan. The monthly note should be {$1100.00} or lower seeing as taxes & insurance cost have went down and the spread rate was 60-months. It for darn sure should not be higher. I would strongly suggest that " SLS '' fixes this issue!!!!!!!!!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-20

Cataldo, ID

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have an an escrow account with my mortgage holder, Specialized Loan Servicing. They failed to pay my homeowner 's insurance on time, and now my policy has lapsed. According to my escrow account transaction history, SLS withdrew funds from my account on XX/XX/XXXX, but I called my insurance company today ( XX/XX/XXXX ), and they still have not received payment. On XX/XX/XXXX, Specialized Loan Servicing sent me an e-mail saying they paid my insurance. Also on XX/XX/XXXX, my insurance company e-mailed me saying that my insurance had not been paid. This morning ( XX/XX/XXXX ) I received notice that my policy had lapsed. I tried for two hours to connect with a customer service representative from SLS to work out my problem, but could not get through their automated system, which was only able to repeatedly provide me with my escrow account balance. According to my insurance company, SLS received multiple notices describing when my payment would be due, and they still failed to send the payment on time. Once they knew the payment would be late, they apparently did nothing to expedite the process. I'm heading into the weekend now with no homeowner 's insurance. If SLS is unable to pay my insurance and taxes on time, then I would like to end my escrow account and minimize my interactions with this company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-20

Phoenix, AZ

Trouble during payment process

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

Complaint: On XX/XX/19, I received a letter from XXXX XXXX XXXX informing me that they were transferring my HELOC to a new company called Specialized Loan Servicing LLC ( SLS ) as of XX/XX/19. I was not behind or late with any payments, in fact, I was paying an extra $ XXXX and the payment was due on the XXXX and I would mail it on or around the XXXX. To date ( XX/XX/19 ) I have NEVER received anything in the mail from the new company. On XX/XX/19, I called Specialized Loan Servicing asking where my statement was that was due XX/XX/XXXX. I was told that because they just got my loan turned over to them, and they have 60 DAYS to process it, I would have to wait until XX/XX/XXXX and make a double payment PLUS pay the extra interest accruing. They also told me that XXXX had sent me a statement for them. XXXX had sent the statement but it had XXXX 's acct # on it and their address. So I asked the guy to give me the new loan number and confirmed their address was the one XXXX had provided in their letter. I hung up & wrote the check, included the XXXX remittance with the NEW acct number on it & the check, and mailed it to SLS the next day. So now it's a month later, XX/XX/19 and and I STILL have NO STATEMENT - or any other contact - so I can pay SLS. I called them today ( XX/XX/19 ) & spoke to XXXX XXXX # XXXX. I asked her if they had mailed my XXXX statement yet because I still didn't have it. XXXX told me they COULDN'T mail me a statement because my loan is a HELOC. " So? '' I replied. " We can't tell you what your payment is every month, you have to call in and ask so we can tell you what it is at that minute and then make the payment right then and there over the phone. '' SERIOUSLY?!?!?! I've had 3 HELOCs over the past 25 yrs and ALWAYS gotten a monthly statement. I argued with her for another 5 mins asking over and over for a statement and she also told me that they have 60 DAYS to get my account up & running. I finally gave up and hung up. My letter from XXXX dated XX/XX/19 said SLS would 'send a letter in the next FEW wks with my new acct #, pymt address. ' The letter also said SLS would 'support my account needs, including STATEMENTS, billing, payment processing ... ... ' I also didn't have my statement from XXXX XXXX for my home owner 's insurance due XX/XX/19. So I called them yesterday and was told that it was sent to Specialized Loan Servicing per their request since they are my new MORTGAGE COMPANY. Since when is a HELOC loan responsible for paying home owners ins since there is no escrow acct and I still have a 1st mortgage? SLS couldn't contact me but they did contact my ins co. I don't know who this 'fly-by-night ' company is but they need to be shut down. They have no idea what they are doing and shame on XXXX for contracting with them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-20

Discovery Bay, CA

Incorrect information on your report

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

Complaint: Specialized Loan Servicing did not issue a Deed of Reconveyance or Lien release for a HELOC that was forgiven/cancelled on XX/XX/XXXX. I contacted Specialized Loan Servicing on XX/XX/XXXX to provide a payoff request or deed of reconveyance for the cancelled HELOC, however, as of XX/XX/XXXX I haven't received any of the documents requested. The only communication I received was a letter from Specialized Loan Servicing on XX/XX/XXXX stating that the Lien release is in the process and " the copy of the lien release will be sent to you under a separate cover ''. I have been calling ( on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX ) to get a status of the lien release. The company is unable to give me a timeline on when I will receive the lien release.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-20

Discovery Bay, CA

Incorrect information on your report

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

Complaint: Specialized Loan Servicing did not issue a Deed of Reconveyance or Lien release for a HELOC that was forgiven/cancelled on XX/XX/XXXX. On XX/XX/XXXX I contacted Specialized Loan Servicing to provide a payoff request or deed of reconveyance for the cancelled HELOC, however, as of XX/XX/XXXX I haven't received any of the documents requested. The only communication I received was a letter from Specialized Loan Servicing on XX/XX/XXXX stating that the Lien release is in the process and " the copy of the lien release will be sent to you under a separate cover ''. I have been calling ( on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX ) to get a status of the lien release. The company is not willing to give me a timeline on when I will receive the lien release.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-19

Southworth, WA

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

2019-09-19

Shalimar, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I had a mortgage with XXXX in 2014 to where I got behind on my payments and started the paperwork for a HAMP modification. My wife and I were approved for the HAMP mod. and received the paperwork to sign and fax back and during all this the home was being sold on the courthouse steps to a private investor which is unlawful for a mortgage company to do while a HAMP modification is in application process. We ( my wife and I ) had an emergency meeting with the investor and the judge and came to an agreement that if the investor could get his money back from the sale at the courthouse that he would give our house back to us. Well that went through fine but the house was taken out of our names and before putting it in the investors name, the foreclosure was halted and now, we are and have been paying for a house for 5 years now to SLS financial that isn't even in our names nor anyone else for the sake of the matter and we don't want to stop making payments and ruin our credit. The local court is giving us the run around telling us there is nothing they can really do. What can be done to fix this matter with the mortgage company considering we are no longer at a contract for deed?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-19

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

2019-09-19

Itasca, IL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I have been requesting a verification of mortgage from the servicing company that sold my mortgage to another company. They will not provide it. I am trying to refinance my current mortgage and the new lender needs it. I stand to lose my lock and money and if it is not done in a timely manner./
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-19

Oxford, GA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: Back in XXXX when my Mortgage was transferred I made my XXXX payment in XXXX and also spoke to someone about a payment arrangement for XXXX months. My payments are {$620.00} and my regular mortgage payment is {$470.00} and after making my XXXX payment of {$620.00} on XX/XX/XXXX I am be harassed about a XXXX payment their telling me I should have paid the XXXX payment the end of XXXX. Now, the XXXX payment should be included in the XXXX month arrangement. Thats why I am paying more for XXXX months and if I had paid the XXXX payment my mortgage would be caught up cause I gave them a payment on XX/XX/1919. This is very confusing. I can afford my mortgage I just cant afford this business trying to get more money and I only am able to make a mortgage payment once a month
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-18

Aventura, FL

Trouble during payment process

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

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

Timely Response

2019-09-18

Orinda, 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

2019-09-18

Warren, RI

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: SLS ( Specialized Loan Servicing ) is not giving the proper credit to principal. This has happened every month since XXXX XXXX XXXX sold or transferred the loan to SLS. I want to know why there is a difference between my calculations and SLS. My calculation for the recording of the XXXX payment, received by SLS on XX/XX/19 is : 27 days x {$290000.00} x daily interest of .000113 - {$1300.00} = {$430.00} the principal amount paid. I only received credit for XXXX, a shortage of {$110.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-18

Baltimore, 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

2019-09-17

Pompton Junction, NJ

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

2019-09-17

Manassas, VA

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

Timely Response

2019-09-17

Wann, OK

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: Hello, and thank you for your time and attention regarding the inexcusable, egregious manner in which SLS ( Specialized Loan Services, LLC ) has treated my family. My parents have had this home for 22 years now. For decades, there were no payments missed. We are blessed that we only owe approximately $ XXXX {$11000.00} to have it paid off in full. However, SLS Services has done everything in their power to make this milestone very difficult, if not impossible. Not only was their terrible customer service/inability to work with us a financial hindrance, but it also has compounded this severely difficult time in our lives. Since my parents are divorced, my mom was living at this house alone - doing the best she could, selflessly, to restore value to our home from the damage inflicted by a nightmare tenant. My mom agreed to terms of a " Loan Modification Agreement '' beginning at the end of XX/XX/XXXX. The terms lowered the ridiculously high $ 1200 monthly payment down to {$620.00} - a huge blessing, and wonderful news. The terms of the modification were verbally agreed upon between my mother and a Loan Modification Officer. Specifically, if we paid the agreed upon amount ( {$620.00} ) for THREE months ( XX/XX/XXXX-XX/XX/XXXX ), in effect : the {$620.00} would become our new monthly payment. On XX/XX/2019 ( after the first payment had been made ) my mom checked herself into the ER. She was experiencing severe confusion & disorientation, she knew that something was not right. Fast forward a few hours, and she is in a comatose state. She remained in a comatose state for approximately two months. By the XXXX of XXXX, she took her first steps earlier this month and is making significant progress. Our goal is to have her back at home by the end of XX/XX/XXXX, living life to the fullest. As you can XXXXmagine, these last six months have been the most trying, difficult months of my life. As a XXXX year old new college-XXXX, life came at me ( & my family ) fast and furious. Because of my mothers illness, I was forced to step up and make the payments to satisfy the Loan Modification Agreement. Keep in mind that I had very little information regarding the mortgage payment ( other than an account # from a picture my mom sent me ). Additionally, I was unable to ask my mother any questions since she was in a coma. Despite the ridiculous medical bills and other financial hardships, I made the payments for 5 months straight. I continued to pay because to my knowledge, the terms of the agreement were now in effect. However, when I started combing through my mom 's mail in the beginning of XX/XX/XXXX, I found the statements and realized that something was wrong. The Total amount due had ballooned from approximately {$9000.00} in XX/XX/XXXX to more than {$11000.00} in XX/XX/XXXX despite the terms of the Loan Modification Agreement. I have reached out to SLS on three separate occasions. attempting to resolve this issue. Not only have they been zero help at all, they have been rude and condescending. According to SLS, sin ce my mother did not sign a document mailed in XX/XX/XXXX, the terms of the agreement were not finalized, and therefore was rejected ( despite the fact that all payments were made in a timely fashion per the agreement ). I explained to them that my mother was physically unable to sign the document at the time because she was in a comatose state, suffering from an autoimmune neurological attack. They scoffed at my story and said that nothing could be done to restore the original terms of the agreement. They went to great lengths to defend themselves, despite their negligence. According to them, their ace-in the hole defense was that they called my mom and my dad. Obviously, my mom was unable to answer the phone because she was in a coma. Additionally, her phone service had been discontinued by the time they called in XX/XX/XXXX. As I said earlier, since my parents are divorced - my father had zero clue about the Loan Modification Agreement. Also, the number they used to try to contact my father was a business number, where he does not accept calls that are not business related. To add insult to injury, I was told that the ( + ) {$3000.00} I paid to them over five months was in suspense - meaning that none of my payments would count towards the total amount owed. It was almost as if they took some sick pleasure in treating their customers like dirt. Each time I have attempted to resolve this matter, we have come no closer to a solution. They piggyback off inaccurate notes from disgruntled customer sales representatives, implement deceptive tactics - transferring departments tirelessly, and rehearse the same old song every time I speak with them. I have been hung up on twice by customer representatives at SLS. This last time was most definitely the worst. An employee named, XXXX, treated me disrespectfully ( even after hearing our story ), and became furious when I did not accept her we cant do anything rehearsed rhetoric. I am glad these calls are recorded for quality assurance. I would love if someone in power ( like yourself ) could hear the way XXXX ( and SLS in general ) treats their customers. Thank you for taking the time to hear my story, and I am grateful that an agency like this has the customers protection, and best interest in mind. I look forward to a timely response and getting this matter resolved in the near future. Sincerely, 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