ComplaintsforSpecialized Loan Servicing LLC

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Between several of these companies Shellpoint, Specialized Loans I keep getting the run around when all of the companies involved have not posted my payment correctly. Both are sending me back and forth for $85.21. I've been stent back and forth with no resolve. shellpoint says specliazed mortage and and specialized moratgage does not answer and last said they cant help. The loan transfered July 1st, amout changed from $1408 to $1411.44. After a considerable amount of time on line, and page responses telling me my "account is not available", I tried calling the business customer service number... no body answered, the response being "that my account does not exist on this system". They said paymet short $5 never shared loan servier changed and chared late fees while havin over 1400 stillin in reserves to make the payment after the time to new carrior? This is ridicoulous and coustomers shoule not be charge half moth late fee for moneies thay refuse to apply espieaclly when the customers wasnt even aware co changed. Everyone says its not their problem however no one takes accouablity for leaving funds in uapplied funds just to get exra money from customers. These servicers are the worse and sould be fined for customer rip off. ******************** please work with them to adjust my $85 of unjust fees as they refuseto handle a simple matter which they bear the fault.

  Business response

  08/20/2024

  Dear *********************************:
  
  This letter is in response to the Better Business Bureau (BBB) correspondence received by Shellpoint Mortgage Servicing ("Shellpoint") on August 12, 2024 and August 13, 2024 regarding the above referenced property. Please know that we take our customer service and consumer protection obligations seriously and have dedicated staff to identify and resolve your concerns.
  
  Upon research of the issue, we determined that your loan currently has a total due amount of $85.21. The fee balance includes a late charge balance of $72.71, attorney costs in the amount of $2.50 assessed on February 16, 2024, March 18, 2024 and April 12, 2024, and a short payment fee in the amount of $5.00 assessed on July 3, 2024.
  
  Please be advised, the payment hierarchy in place for this loan requires a full payment to be received before a payment can be applied to the due date. Partial payments received will be placed in unapplied funds.Unapplied funds are payments that have been received but have not yet been posted to the loan because the amount received is not sufficient to make a full payment. If the loan is past due or due for the current monthly installment,the funds will be held in unapplied funds until additional funds are received to satisfy a full payment. Once a full payment has been received, the funds will be removed from unapplied funds and applied to the loan.
  
  If the loan is current and there is an unapplied funds balance with no posting instructions, those funds will be posted per the payment hierarchy of the loan. The partial payments on current loans post to outstanding escrow or insurance advances, corporate advances, late charges and fees, then towards the principal balance.
  
  Per the enclosed Loan History Statement, at the time of acquisition on July 3, 2024, there were funds in the amount of $1,406.44 in your unapplied balance. As your loan was considered past due for the June ****** installment, Shellpoint applied a short payment in the amount of $5.00 and applied those funds with the funds in your unapplied balance to satisfy your June 1, 2024 installment.
  
  Please note, fees do not keep the loan from being current,nor do they accrue interest due to delayed payments of the fees. However, they will remain on the loan until they are paid in full. Additionally, at your discretion, you may pay down the fee balance at any time and in any increment over the life of the loan.
  
  Our records indicate that no error occurred as the short payment posting fee was appropriately assessed. As such, it will not be waived.
  
  In accordance with the Fair Credit Reporting Act (FCRA), Shellpoint is required to report payments accurately as they were received. As a result,we are unable to accommodate your request to change that reporting as a courtesy.
  
  We appreciate your business and the opportunity to review this matter for you. For any additional inquiries or assistance, please contact **************** at ************, Monday through Friday from 8:00 AM to 5:00 PM CT. You can also find helpful information on our Frequently Asked Questions (FAQs) page on our website at www.shellpointmtg.com.From the Help menu, choose FAQs from the drop-down menu for quick access to answers to common questions.

  Customer response

  08/20/2024

   
  Complaint: 22132680
  
  I am rejecting this response because: the **mpany is just trying to charge fees when I paid the former **mpany on time.  They did not send funds to new **mpany additionally they left an entire mortage payment minus $5 in unapplied funds.  They wrote this long statement to say nothing. Which is why numerous people are making **mplaints.  If I was able to resolve with ANY of these **mpanies I would.  ***Please note no major bank lender have I ever had these issues*** I believe because loans are **nstantly sold this is a way to make money off good paying customers.  I would like my ac**unt updated 85 removed.  As stated I never received any of those **rrespondence I just si happened to look in my email.  My payment to new **pies paid and as you can see old payments going to old ** which they sent ti new **mpany.

  Again please **rrect my ac**unt immediately refund inaccurate late fees.

  .

  Sincerely,
  
  *********************************

  Business response

  08/27/2024

  Dear *********************************:
  
  This letter is in response to the Better Business Bureau (BBB) correspondence received by Shellpoint Mortgage Servicing ("Shellpoint") on August 19, 2024 regarding the above referenced property. Please know that we take our customer service and consumer protection obligations seriously and have dedicated staff to identify and resolve your concerns.
  
  Please be advised, the payment hierarchy in place for this loan requires a full payment to be received before a payment can be applied to the due date. Partial payments received will be placed in unapplied funds.Unapplied funds are payments that have been received but have not yet been posted to the loan because the amount received is not sufficient to make a full payment. If the loan is past due or due for the current monthly installment,the funds will be held in unapplied funds until additional funds are received to satisfy a full payment. Once a full payment has been received, the funds will be removed from unapplied funds and applied to the loan.
  
  If the loan is current and there is an unapplied funds balance with no posting instructions, those funds will be posted per the payment hierarchy of the loan. The partial payments on current loans post to outstanding escrow or insurance advances, corporate advances, late charges and fees, then towards the principal balance.
  
  At the time of acquisition on July 3, 2024, there were funds in the amount of $1,406.44 in your unapplied balance. As your loan was considered past due for the June 1, 2024 installment, Shellpoint applied a short payment in the amount of $5.00 and applied those funds with the funds in your unapplied balance to satisfy your June 1, 2024 installment.
  
  Please note,there are additional fees which includes a late charge balance of $72.71, attorney costs in the amount of $2.50 assessed on February 16, 2024, March 18, 2024 and April 12, 2024, and a short payment fee in the amount of $5.00 assessed on July 3, 2024.
  
  Fees do not keep the loan from being current, nor do they accrue interest due to delayed payments of the fees. However, they will remain on the loan until they are paid in full. Additionally, at your discretion, you may pay down the fee balance at any time and in any increment over the life of the loan.
  
  In accordance with the Fair Credit Reporting Act (FCRA), Shellpoint is required to report payments accurately as they were received. As a result,we are unable to change that reporting as a courtesy.
  
  Our records indicate that no error occurred as the short payment posting fee was appropriately assessed. As such, it will not be waived.
  
  Shellpoint strives to ensure courteous and expeditious handling of any servicing issues which may arise during the time that your loan is serviced with us. Please understand that we handle all borrower comments and concerns with the utmost consideration. We regret to hear you were unsatisfied with the servicing of your account.
  
  
  
  
  We appreciate your business and the opportunity to review this matter for you. For any additional inquiries or assistance, please contact **************** at ************, Monday through Friday from 8:00 AM to 5:00 PM CT. You can also find helpful information on our Frequently Asked Questions (FAQs) page on our website at www.shellpointmtg.com.From the Help menu, choose FAQs from the drop-down menu for quick access to answers to common questions. 

• Initial Complaint

  07/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I started, the last week of June, to make my July mortgage payment. After a considerable amount of time on line, and page responses telling me my "account is not available", I tried calling the business customer service number... no body answered, the response being "that my account does not exist on this system".I've been trying to follow the breadcrumbs to someplace that my account actually exists such that I can make my payment... no such endpoint.Seems another company (NewRez?) has purchased ***************** Services (my old company) and simply started migrating the *** accounts into their NewRez system.Apparently, MY old account presently exists on neither system, and nobody at either company can tell me the status of my account. At the same time... I'm not able to make my monthly mortgage payment, as my account's location is unknown.Seems to me NewRez is seriously delinquent in their financial management simply given the fact that they've going and undertaken this major purchase of another company, without having a credible and comprehensive plan in place to manage the existing accounts that are (supposedly) being transferred.I'm not sure what I'm supposed to do in order to make my mortgage payment this month, and feel I deserve some substantial compensation for all this time and trouble that NewRez has caused me while trying to accomplish what is normally a 2 minute activity, on my end. I'm concerned my payment will (somehow) end up being late or lost.

  Business response

  07/16/2024

  Hello,

  The company you need to direct your complain to is SLS (Specialized Loan Servicing) not us. We are a small mortgage broker office located in **********. We are not affiliated with this company in any way. Please remove this complaint immediately. Thank you!

  Business response

  07/24/2024

  Dear *********************************,
          
  This letter is in response to your correspondence received by Specialized Loan Servicing (SLS) on July 18, 2024, regarding loan transfer and missing files for the above-referenced mortgage loan account. Please note that on May 1, 2024, SLS merged into Newrez LLC d/b/a Shellpoint Mortgage Servicing (Shellpoint). We want to assure you that this transition will not affect the level of service you have come to expect. Shellpoint remains committed to providing excellent service.
  
  We understand the account was included in a Chapter 7 bankruptcy that was discharged on April 28, 2020. Shellpoint is obligated under federal bankruptcy law to comply with the requirements of the mandatory discharge injunction. Accordingly, the information contained in this letter is for informational purposes and is not an attempt to collect a debt or impose personal liability with respect to any portion of the debt that *** be discharged. 
  
  On July 1, 2024 servicing of your mortgage loan account was transferred to a new servicer. Below is their contact information:RoundPoint Mortgage Servicing, LLC
  ************
  P. O. Box 19409
  *******************-9409
  
  Our records indicate the last payment received at Shellpoint was June 2, 2024, in the amount of $860.89 which satisfied the June 1, 2024, monthly contractual payment. Enclosed is a copy of the Shellpoint payment history for your review. 
  
  Enclosed is a copy of the notice of servicing transfer advising Shellpoint will stop accepting payments received from you after June 30, 2024. RoundPoint Mortgage Servicing, LLC will collect your payment beginning July 1, 2024. Please contact your new servicer regarding monthly payments. 
  
  Your correspondence does not provide an exact date when you attempted to make the July 1, 2024 monthly payment. If you attempted to make the payment on or after June 28, 2024, the inability to make your payment online would be due to the transferring of the servicing of your account to RoundPoint Mortgage Servicing. If the attempt was prior to this date, then it would be related to bank information not entered correctly. 
  
  You did not provide the contact number that was called, and we are unable to verify no response by Shellpoint when attempting to contact us. We have reviewed the servicing notes on the account to review any communications regarding the account and are unable to confirm any recent communication via telephone. Though we regret any inconvenience you *** have experienced, Shellpoint does not agree to any type of monetary compensation.
  
  Credit Reporting is not reporting past due payments for a discharged Chapter 7 Bankruptcy. No balances are reported. Therefore, no negative credit reporting of the account has occurred related to past due payments. The last date credit reporting occurred for this account was May 14, 2020.
   
  We have researched your account and our records indicate that the credit reporting, payments, crediting, and communication described in your dispute were not in error. We trust that we have responded to your concerns. You have a right to request the documents relied on by Shellpoint in reaching the determinations communicated in this letter by contacting us at the number below but please note that Shellpoint has already enclosed them for your reference.
  
  If you have any questions regarding this information, please contact **************** toll free at **************. We provide translation services for individuals who indicate a language preference other than English. Se habla espaol.
  
  Sincerely,
  
  ********, Teller ID #*****
  Customer Care Support
  Shellpoint Mortgage Servicing
  
  Enclosure(s)

• Initial Complaint

  04/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  When this loan was transferred to Specialized Loan Servicing this mortgage company inaccurately reported my being late with my mortgage payments for 5 straight months! I have Never been late with my mortgage payments and you must correct my account. I demand that these late payments be removed and that my payment history be updated to Paid As Agreed Never Late (PAANL) status. Inaccurately reporting account: ********************** LOAN SERVICI- Account Number: **********. My rights are being violated according to the Fair Credit Reporting Act (F***), 15 U.S. Code 1666(b): Billing Error. Another violation is 15 U.S. Code 1681e - Compliance procedures (b) Accuracy of report: Specialized Loan Servicing must ensure maximum possible accuracy in reporting and for some reason this has not happened. According to 15 U.S. Code 1681(5) the *** must assert the completeness and accuracy of their reporting. Specialized Loan Servicing is also required to correct inaccurately reported accounts. U.S. Code 1681s-2: Responsibility of furnishers. I have the right to privacy and you cannot furnish my information without my written instructions, which I have never given (U.S. Code 15 U.S. Code 1681b - Permissible purposes). Please mail me documentation showing that these late payments have been deleted off my mortgage account. I wrote this complaint without help from anyone.

  Business response

  04/12/2024

  Dear **************** ********,
          
  This letter is in response to a complaint filed with the Better Business Bureau (BBB) and received by Specialized Loan Servicing LLC (SLS) on April 8, 2024 regarding the credit reporting for the above referenced mortgage account.
  
  A review of your account indicates that your account was past due for the May 1, 2022 mortgage payment at the time of the March 1, 2023 service transfer from the prior servicer. This is indicated on the prior servicer payment history, enclosed with our response for your records. SLS has reported your payment history accurately and in accordance with federal law. There were payments that were received more than 30 days after the contractual due date, and accordingly were reported as late to the credit reporting agencies. In accordance with the Fair Credit Reporting Act (FCRA), SLS is required to report payments accurately as they were received.  There was no onboarding issue as alleged; and we are unable to accommodate your request to remove negative data from the credit reporting.
  
  With regard to your concerns about adverse credit reporting as a result of post-transfer payment application, please be advised that  during the initial 60 days following servicing transfer of the account, SLS did not assess late fees or repot late payment information to the credit reporting bureaus. Therefore, no negative credit reporting occurred for March, April, and May 2023.
  
  We have researched your account and our records indicate that the credit reporting described in your dispute was not in error. We trust that we have responded to your concerns. You have a right to request the documents relied on by SLS in reaching the determinations communicated in this letter by contacting us at the number below but please note that SLS has already enclosed them for your reference.
  
  If you have any questions regarding this information, please contact ************* toll free at **************, Monday through Friday, 6:00 a.m. until 6:00 p.m. MT. We accept calls from relay services.  We provide translation services for individuals who indicate a language preference other than English. Se habla espaol.
  
  Sincerely, 
  
     
  ************************* ID, *****

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a pay off payment on 1/19/**** of $2,117.27. I was told I did not pay off the account accurately and that I had to mail it in. I was told it was being returned to me. It is February 6, **** and I have not recieved my money back. I want my money wired back to me today. If it is not returned I will be reporting you to the Better Business Bureau and filing fraud case against you.

  Business response

  02/12/2024

  Dear ***************************,
  
  This letter is in response to a complaint filed with the Better Business Bureau (BBB)and received by Specialized Loan Servicing, LLC (SLS) on February 6, **** regarding payoff funds for the above-referenced mortgage loan account.
  
  After review, SLS records indicate that funds totaling $2,117.27 intended to pay off the account were received. The funds received were not certified funds;therefore, SLS was unable to apply the funds to pay off the loan and the funds were processed for return to you and subsequently returned on February 6, ****.As indicated in the payoff statement, certified funds are required to pay off the account. Payoff funds must be in the form of a cashier's check or wire transfer. As noted, personal / business checks and Automated Clearing House (ACH) transfers are not considered certified funds. We have enclosed copies of the payoff statement and payment history for your reference.
  
  If you have any questions regarding this information, please contact ************* toll free at **************, Monday through Friday, 6:00 a.m. until 6:00 p.m.MT. We accept calls from relay services. We provide translation services for individuals who indicate a language preference other than English. Se habla espaol.

• Initial Complaint

  01/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I wired 83206,58 to the pay off address and they accepted it but I'd not apply it to account now they are putting my property up for sale on 2/6/2024. My husband passed away. And this company is taking advantage of a window.

  Business response

  01/30/2024

  Dear *************************,
          
  This letter is in response to a complaint filed with the Better Business Bureau (BBB) and received by Specialized Loan Servicing, LLC (SLS) on January 26, **** regarding the servicing of the above-referenced mortgage loan account.
  
  Our records do not reflect you are an authorized party on the account. As such SLS is unable to provide account information. However, SLS received the disputed payment. 
  
  Specialized Loan Servicing (SLS) has received the death certificate for ***************************; please accept our condolences for your loss. SLS is the third party mortgage loan servicer who services the mortgage loan secured by this property. It is necessary that the representative of the borrowers estate provides SLS appropriate documents to update the account. Please forward the following documents to our *************************** via fax at ************** or by mail to the following address: Specialized Loan Servicing LLC, ATTN: Customer Support, P.O. Box ******, ************* 80163
  
  The name of the executor or personal representative
  Legal documentation reflecting executor or representatives right to represent the estate. These  
  documents may be titled, "letters testamentary", "letters of administration" or "letters of
  representation."
  
  If you have any questions regarding this information, please contact ************* toll free at **************, Monday through Friday, 6:00 a.m. until 6:00 p.m. MT. We accept calls from relay services. We provide translation services for individuals who indicate a language preference other than English. Se habla espaol.
  
  Sincerely, 
  
  *******, Teller ID# ****

• Initial Complaint

  01/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Our second mortgage was sold to this company. I have been paying monthly for over a year and have received NOT ONE PIECE of correspondence from them. I do not know my account number, what the beginning balance was, if my payments have been received, etc. I have sent notes with my payments and even stapled them to my check....no response!

  Business response

  01/26/2024

  See attached

  Customer response

  01/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** C And *******************************

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  SLS has stated that they are fully aware fraud has occurred on my mortgage loan. SOS has stated that they are in possession of two loan applications as well as unsigned not notarized and incompleted closing disclosures as well as closing disclosures that have been altered forged and the dates changed that were provided to me through my attorney 18 months after closing. SLS is aware I never received a loan estimate. SLS is aware that payments have been canceled by my former lender. *** has refused to report this illegal information as they are mandated reporters. a former servicer stated I have made no payments it was an error they had closed out my account and not updated my payments stating that it was paid in full, SLS took it upon themselves to decide no payments have never been made in my mortgage loan and have been charging me accordingly. they have forced a modification and payment plan on my account all while requiring large amounts of unnecessary funds I have provided through an attorney the bank a forensic accountant and a non-for-profit negotiating company proof of approximately 19 payments not applied to my account. *** stated that unless I fill out a SLS fraud packet they refuse to update my account or acknowledge that fraud has occurred legally. This was stated on a recorded line that SLS agreed to let me record due to hearing disability. SLS has informed me they are throwing away the proof of payments I have purchased over and over again. I do not know why this company is discriminated against me but they refuse to update my account and continue to force modifications and payment plans on my account. SLS is charging a pymt thats too low. Escrow principal equity and interest ****s & escrow analysis are incorrect and wrong amounts notices of errors, request for info state & fed ****************** are ignored. I have attached the many times not including the mail I've sent them a proof of payments all denied.

  Business response

  01/17/2024

  Dear ***************************,
  
  Specialized Loan Servicing, LLC (SLS) is writing in response to a dispute that you filed with the ************************* (BBB) with regard to the servicing of the above-referenced mortgage account. We
  understand that by filing a dispute with the BBB, you have authorized us to upload a copy of our response
  to the BBB website.
  
  Fraud
  
  In your dispute, you state that the loan document was fraudulently originated. If this is the case, you will need to contact the appropriate authorities (your local police department) and file a report. SLS cannot contact the authorities on your behalf. We have enclosed a fraud affidavit for you to complete and return to SLS, along with a copy of the police report. Please forward the affidavit and report to SLS as soon as possible, as well as any subsequent documents you may receive from the investigation by the authorities.  Please also include a copy of your drivers license or other government-issued identification containing your signature so we may compare it to the signature on the loan documents. SLS has previously sent you fraud packages to complete but have not received a completed fraud package as of the date of this letter. If you want the account to be investigated for fraud, you will need to complete and return the enclosed fraud package along with all the required documents.
  
  Payments
  
  Your statement that SLS indicates no payments have been made against the account is unclear as the account was due for the November 1, 2022 payment and, as of the date of this letter, the account is due for the November 1, 2023 payment. We are enclosing the account payment history for your review along with the prior servicers payment history.
  
  SLS has received numerous documents from you as proof of payment; however, most are not legible and the others are not valid proof of payment as they are not a complete and unedited bank statements or a legible copy of the front and back of the cashed check of the missing payments in question. You spoke with SLS on January 10,2024 at which time you were advised the proof of payment was not legible and that we had not received valid proof of payment.
  
  Escrow
  
  The escrow amount billed is based on the projected disbursements for taxes and insurance for the coming year. On November 17, 2023 SLS sent an escrow disclosure statement which advised your monthly escrow payment was decreasing from $277.64 to $209.53. If you have a reason to believe the escrow disclosure statement is inaccurate you will need to provide clarification so we can review the matter further. We are enclosing the escrow disclosure statement for reference.
  
  If you have any questions regarding this information, please contact Customer Assistance toll free at **************, Monday through Friday, 6:00 a.m.until 9:00 p.m. MT. We accept calls from relay services. We provide translation services for individuals who indicate a language preference other than English.Se habla espaol.
  
  Sincerely,
  
  
  *****  
  ***** (Teller ID, ******
  Customer Care Support
  ********************
  

  Enclosure(s)

  Cc: Better Business Bureau
  
  

  
  

  Customer response

  01/17/2024

   
  Complaint: 21124572
  
  I am rejecting this response because SLS has only filibustered the response. 

  There has been a fraud affidavit on file with all servicers. A police report has already been provided and SLS is fully aware of that as well. SLS is a mandated reporter. In my complaint I stated that SLS is in possession of the fraudulent documents and as a mandated reporter is required by law to report these fraudulent documents. I have reported the fraudulent documents they have not. I am waiting on SLS to report the fraudulent documents in their possession as well as the state of ******** and RESPA. I have recently filed a report with both as well as the Secretary General who I am currently working with. 

  As far as the payments. Proof of payment was sent directly from the bank, an attorney and myself. I find it very hard to believe that not one time out of 17 times with this information was sent to SLS not one time was 1 oz of document legible..

  SLS states that the former servicer reported no payments from 11/22 on yet those documents and proof of those payments are attached to this complaint. 

  Funny those documents are completely legible here yet still not updated on my account. 

  It is clearly stated on the web that SLS is a company that makes their money from purchasing loans that are in the rears and then they force modifications payment plans and the customers end up taking out seconds on mortgages that they don't need to actually do so on. This is the way SLS makes their money by praying on customers who they think are in the rears the only problem is they made a mistake I wasn't in the rears, this was a servicing error and now SLS is trying to cover that up. 

  I and fully aware of how escrow is determined just like SLS is fully aware that I was overcharged for insurance and taxes and proof was provided and discussed with SLS I was promised that this would be updated but today it has not been although I am charged constantly for the failures and greed of SLS. 

  I am not required by law to fill out your fraudulent packet one is on file and you are in the possession of fraudulent documents I'm not providing my driver's license as well because SLS is fully aware that electronic signature is what was altered and added to originals. I have also provided proof from dotloop and DocuSign that these things occurred. SLS just keeps asking for a driver's license as an excuse a driver's license will not prove anything or prior signatures when it is an electronic signature this is just another tactic to defraud the consumer.

  I respectively and requesting that the better Business bureau forwards this information to the proper authorities. The response and behavior of SLS is clearly in fraudulent nature and should not be allowed or tolerated.

  Sincerely,
  
  ***************************

  Business response

  01/23/2024

  Dear ***************************,
  
  Specialized Loan Servicing, LLC (SLS) is writing in response to a dispute that you filed with the ************************* (BBB) with regard to the servicing of the above-referenced mortgage account. We
  understand that by filing a dispute with the BBB, you have authorized us to upload a copy of our response
  to the BBB website.
  
  As indicated in our January 17, 2023 response:
  
  In your dispute, you state that the loan document was fraudulently originated. If this is the case, you will need to contact the appropriate authorities (your local police department) and file a report. SLS cannot contact the authorities on your behalf. We have enclosed a fraud affidavit for you to complete and return to SLS, along with a copy of the police report. Please forward the affidavit and report to SLS as soon as possible, as well as any subsequent documents you may receive from the investigation by the authorities.  Please also include a copy of your drivers license or other government-issued identification containing your signature so we may compare it to the signature on the loan documents. SLS has previously sent you fraud packages to complete but have not received a completed fraud package as of the date of this letter. If you want the account to be investigated for fraud, you will need to complete and return the enclosed fraud package along with all the required documents.
  
  Your statement that SLS indicates no payments have been made against the account is unclear as the account was due for the November 1, 2022 payment and, as of the date of this letter, the account is due for the November 1, 2023 payment. We are enclosing the account payment history for your review along with the prior servicers payment history.
  
  SLS has received numerous documents from you as proof of payment; however, most are not legible and the others are not valid proof of payment as they are not a complete and unedited bank statements or a legible copy of the front and back of the cashed check of the missing payments in question. You spoke with SLS on January 10,**** at which time you were advised the proof of payment was not legible and that we had not received valid proof of payment.
  
  The escrow amount billed is based on the projected disbursements for taxes and insurance for the coming year. On November 17, 2023 SLS sent an escrow disclosure statement which advised your monthly escrow payment was decreasing from $277.64 to $209.53. If you have a reason to believe the escrow disclosure statement is inaccurate you will need to provide clarification so we can review the matter further. We are enclosing the escrow disclosure statement for reference.
  
  SLS has no record of receiving a completed fraud package and, as such, we are unable to review your claim.
  
  SLS last disbursed $266.80 for taxes on November 13, 2023 and the next insurance disbursement for your hazard insurance is scheduled for April 27, **** in the amount of $1,359.90. SLS has not received a refund for any escrow disbursements. We are enclosing the accounts payment history for reference.
  
  If you have any questions regarding this information, please contact Customer Assistance toll free at **************, Monday through Friday, 6:00 a.m.until 9:00 p.m. MT. We accept calls from relay services. We provide translation services for individuals who indicate a language preference other than English.Se habla espaol.
  
  Sincerely,
  
  
  *****  
  ***** (Teller ID, ******
  Customer Care Support
  ********************
  
  Cc: Better Business Bureau
  
  Enclosure(s)

• Initial Complaint

  12/02/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  They cancelled my insurance on a house I own in ********** without notice. Then after the cancellation they wrote me a threatening letter stating that if I didnt find a new insurance company they were going to insure my home thru a company they chose but with less coverage. According to them they had the right to cancel my insurance company becuz it no longer had an A.M. BEST RATING OF A B+ or better. Now they want me to look for a new company even though my mortgage payment included taxes and insurance . So my complaint is are they going to continuously threaten me with their right to choose an insurance company every year depending on whether or not my present insurance company receives less than B+ rating in the new year. It seems unfair that I now have to waste my time looking for new insurance just becuz out of the blue my last insurance was downgraded from an B+ rating to a B. They never forewarned me that I should be looking for a new insurance company until after they had let my previous insurance expire. I asked for a copy of my contract to see if it was stipulated as a requirement to have a B+ rating, they told me no. When I asked for their legal department, the customer service representative stated that they dont use one so therefore they couldnt provide me with a contact person. Overall, it is my belief that they are trying to force me to be insured thru a company of their own choosing for their companys monetary gain.

  Business response

  12/05/2023

  Dear ****************************,
  
  This letter is in response to your complaint filed with the Better Business Bureau and received by Specialized Loan Servicing, LLC (SLS) on December 3, 2023. We understand that by filing a complaint with the BBB, you have authorized us to upload a copy of our response to the BBB website. We further understand that you are requesting the BBB to assist you with concerns related to your escrow payment.
  
  Attached is the explanation of insurance cancellation received by SLS. The policy appears to have been canceled for underwriting purposes,and SLS did not cancel this policy. You may wish to consult your carrier about available options. Outside of investor requirements, SLS cannot advise on your insurance needs or promote insurance providers.
  
  SLS services this account on behalf of the owner of the loan. Please see Section 5 of the enclosed copy of the Deed of Trust,wherein it is described that insurance sufficient to satisfy investor requirements must be maintained. As we did not receive proof of such insurance, on November 14, 2023 we sent a letter advising that we would purchase a policy on your behalf if your preferred-provider policy were not provided.
  
  SLS services this account by the terms of terms of the Note and Deed of Trust as well as by all applicable state and federal law. SLS has agents available to assist you, and we are therefore not required to provide contact information for our legal counsel. Representatives are able to consult counsel on your behalf for matters regarding legal opinion.
  
  If you have any questions regarding this information, please contact ************* toll free at **************, Monday through Friday, 6:00 a.m.until 6:00 p.m. MT. We accept calls from relay services. We provide translation services for individuals who indicate a language preference other than English.Se habla espaol.

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ************************ called to tell me they were lowering my monthly payment because of a new grant ******** They told me 3 on time payments at ****. And starting January **** my payment would permanently go from eighteen hundred to ****. Turns out it was a fraud and the person from the business got $****. From me. The business doesnt want to take action.

  Business response

  11/27/2023

  Dear ******************,
  
  This letter is in response to a dispute that you filed with the Better Business Bureau on November 9, 2023 with regard to the servicing of the above-referenced mortgage loan account. We understand that by filing a complaint with the BBB, you have authorized us to upload a copy of our response to the BBB website. We further understand that you are requesting the BBB to assist you with concerns related to loss mitigation.
  
  SLS began servicing this account on March ******. The account was not current at the time of the servicing transfer. The account was brought current through reinstatement on March 17, 2023, and has remained current since that time. Because the account is current, SLS has not offered a modification or repayment plan.
  
  On September 25, 2023 you spoke to a member of management who advised you to complete a Fraud affidavit. You returned the affidavit along with receipt for a payment made to the person who contacted you. After review, the email address is not associated with SLS, nor are we able to identify an employee by the name of *********************. As we did not receive the payment identified by the receipt, we are unable to comply with your request to refund that payment to you. You may wish to contact the payment processor or your financial institution to see if there is recourse through these avenues;however, SLS is unable to comment on payments made outside of SLS standard payment avenues.  A copy of your most recent billing statement reflects the following payment methods:
  
  
  
  If you have any questions regarding this information, please contact ************* toll free at **************, Monday through Friday, 6:00 a.m. until 6:00 p.m. MT. We accept calls from relay services. We provide translation services for individuals who indicate a language preference other than English. Se habla espaol.
  
  
  
  Sincerely,

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  SLS confirmed that we had an overage in our escrow of $4800 and stated that they mailed us the check and that it would take 14 business days. We waited but never received the check so we called and asked for the check to be reissued and they confirmed they resent it. We waited and the check never came. I called to confirm where the check was and they stated they voided the check as we never checked it and they never reissued the check over and put the money back in my escrow. They processed to tell me that they would not be able to review if they can reissue my check until 12 months from now as they are only able to do one review per year. I checked my SLS account and saw that they put the money back into my escrow a week after they told me they would issue me the check the first time. I asked why that occurred and she said she does not know and there was no managers I could speak to. I asked for any documentation to show that the check was issued but she said she could not provide it. I asked for them to rerun my escrow to reissue my funds as they had reran it twice this year and she said they only do it once. I would like for my overage in my escrow to be sent to me as I have never received the check and they put it back in my escrow 1 week after the check was supposedly mailed to me.

  Business response

  11/21/2023

  Dear *************************************** and *************************,
  
  Specialized Loan Servicing, LLC (SLS) is writing in response to a dispute that you filed with the Better Business Bureau (BBB) with regard to the servicing of the above-referenced mortgage account. We understand that by filing a dispute with the BBB, you have authorized us to upload a copy of our response to the BBB website.
  
  Our records reflect we were in the process of updating the land tax amount for this account when the escrow statement on October 3, 2023 was generated. The escrow surplus check in the amount of $4,899.60 was stopped and reapplied to the escrow account to complete the account maintenance. Land taxes of $1,197.17 were paid on November 8, 2023. On November 16, 2023, the enclosed updated escrow statement was generated with a surplus of $4,667.77 and sent to the mailing address on file. Enclosed is a copy of the payment history for your reference. We sincerely regret the frustration that you have experienced regarding this matter.   
  
  SLS has responded regarding the errors alleged on the account and the corrections made to the account, as applicable. We trust that we have responded to your concerns. You have a right to request the documents relied on by SLS in reaching the determinations communicated in this letter by contacting us at the number below but please note that SLS has already enclosed them for your reference.
  
  If you have any questions regarding this information,please contact ************* toll free at **************, Monday through Friday, 6:00 a.m. until 6:00 p.m. MT. We accept calls from relay services. We provide translation services for individuals who indicate a language preference other than English. Se habla espaol.
  
  Sincerely,
  
  *******,Teller ID# ****
  ************* Support
  ********************
  
  Enclosure(s)
  
  Cc:Better Business Bureau        

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩