Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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        

• Initial Complaint

  Date:10/27/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a SLS mortgage customer since 6/2020 and during that time, I have enjoyed my experience greatly however have become disappointed at the recent service I have experienced. I wrote/emailed a request letter on 8/28/23 and have yet to receive a response. I am writing to request you be willing to make a "goodwill" adjustment to your reporting to the three credit agencies. I have one late payment on my account #****, 30/60 in 01/2023. I would like you to please consider removing the negative payment from my credit report. At the time of the late payment, my checking account was compromised due to an account take-over and my funds were depleted causing a returned ACH payment. At the same time, I also was hospitalized with Bacterial Pneumonia and had my entire focus on my health recovery. I say that not to justify why the payment was late, but rather to show that the late payments are not a good indicator of my actual historical credit worthiness. I hope that SLS is willing to work with me on erasing this **** from my credit reports. Because of my current health condition, I am currently in the process of purchasing a home (downsizing) and this late payment is the only detrimental item currently reflected on my credit report. I have been a very happy customer in the past and hope that you can consider approving my request. SLS has been exceptional in my life so far and I highly recommend it to all my friends and relatives. I hope that you will deeply consider my request and prove once again why SLS is heads above the rest. I look forward to your reply. I may be reached via email at **************************** or by phone at ************. Sincerely, ******************************************* ******

  Business Response

  Date: 11/02/2023

  Dear *******************************************,
  
  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. We understand that you are requesting a courtesy credit update for the January 1, 2023 monthly payment.
  
  Please be advised, SLS has no record of receiving a previous Qualified Written Request (QWR) or email correspondence in August, 2023 regarding the credit reporting.
  
  On October 31, 2023, a one-time courtesy adjustment was sent to the credit bureaus in order to suppress the credit reporting for the January 1, 2023 contractual monthly payment. This update will be received by the credit agencies within 72 hours; however, it may take up to ****************************************************************** official reporting. Please use this letter as verification of this one-time courtesy adjustment. 
  
  This department is unable to correspond via email as we must limit our method of correspondence to fax and mail. Please accept our apologies for any inconvenience this may cause.
  
  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.

  Customer Answer

  Date: 11/02/2023

   
  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,
  
  *****************************************

• Initial Complaint

  Date:10/13/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  SLS didn't notify me of taking over mortgage. Wrong address in system. Didn't report to Bankruptcy Court or Trustee of any default. Now saying that they cannot fix the error in the Credit Report. Please see attachment for more information.

  Business Response

  Date: 10/23/2023

  Dear ************************,
  
  Specialized Loan Servicing, LLC (***) is writing in response to the disputes 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.
  
  *** records indicate that the account was service transferred to *** on November 30, 2021. Enclosed is a copy of the *** Notice of Servicing Transfer. Also enclosed is a copy of the prior servicer Notice of Servicing Transfer and a copy of the most recent monthly billing statement sent by the prior servicer. We have verified that all mailing addresses listed are matching and that *** sent the Notice of Servicing Transfer to the correct mailing address on file at the time.
  
  Please be advised, *** records indicate that the bankruptcy trustee did not file a notice of final cure on *** claim, which was required to be filed. As such,there would not be anything required of *** regarding the notification of delinquency to the bankruptcy court.
  
  The account was paid in full on August 8, 2023. At the time of the payoff, the account was due for the February 26, 2022 contractual monthly payment. As such, the account was considered 180+ days past due at the time of the payoff. On October 20,2023, a one-time courtesy update has been submitted to the credit bureaus. The update was submitted in order to suppress the negative credit reporting at the time of the payoff. The update would have been received within 72 hours;however, it may take the credit bureaus up to 60 days to update the official reporting. Please use this letter as documentation of the adjustment in the interim.
  
  Unfortunately,this department is unable to correspond via email as we must limit our method of correspondence to fax and mail. Please accept our apologies for any inconvenience this may cause.
  
  *** has reviewed the telephone conversations of October 12, 2023. *** 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 that you were dissatisfied with the servicing of your account.
  
  
  
  
  
  
  
  
  
  
  
  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.

  Customer Answer

  Date: 10/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  This resolution is satisfactory to me as long as the negative credit reporting is removed (as promised).  If (for some unanticipated reason) it is not removed, I reserve the right to file a new complaint and/or re-open this one.  I thank you, from the bottom of my heart, for providing a platform that led to this resolution. 

  To SLS & *****, teller #*****: 

  I'd like to thank you for working with me in finding a resolution.  Ultimately, I hope that my negative experience will benefit both your company and customers through thought and action.  I hope that I should never have to reach out to the BBB to communicate with someone who can make a difference, as you have.  All the Best. 

   Sincerely, 

  
  ***********************

• Initial Complaint

  Date:09/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8-22-2023 I requested Specalized Loan Servicing(SLS), the servicer of my mortgage to remove my escrow account, which I am entitled to do. On 9-14-2023 I still had received no response, so I called SLS to check the status. "*****" said they had sent me a letter. I never received an email or letter in the mail, but she sent me the letter that day saying they denied due to the following: "The escrow account was a requirement for loan approval at origination and is required for the life of the loan"I explained this is incorrect and asked to speak to a supervisor. They said a supervisor would call me back within 24 hours. I never received a call.9-15-2023 called poke to rep ********* and told him the information was false and they needed to remove my escrow account as I requested. I again asked to speak to a supervisor. I was transferred to "CJ", he would not give me his name only initials "CJ". He said on the documents he could see, nothing indicated it was "required for the life of the loan". They made their claim only on their assumptions. I emailed the document to him showing SLS is wrong. He received my email while on the call and acknowledged what I told him was correct. He said he would put in the request and I would receive a call back by Tuesday 9-19-2023. Of course never got a call.I called again on 9-20-2023 to ask why I didn't receive a call as promised. I spoke to ******************* id: *****. ****** said they again denied my request. No reason given. Said I needed to mail in a "letter" to open a "dispute". I told ****** I already have disputed and emailed to SLS proof that SLS has made a mistake or is lying. ****** refused to transfer me to a supervisor.This issue has dragged on for 1 month now. I demand SLS remove my escrow account immediately which I am *********** do.

  Business Response

  Date: 09/26/2023

  Dear *********************,
  
  Specialized Loan Servicing, LLC (SLS) is writing in response to the disputes 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.
  
  Our records indicate that SLS received a similar dispute filed with the ************************************ (CFPB) on September 22, 2023, CFPB case number 230921-12065476. Our response to these complaints will be addressed with our response to the *****
  
  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
  ********************
  
  Cc: Better Business Bureau

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20637855
  
  I am rejecting this response because: This is not a resolution.
  
  Sincerely,
  
  **************

  Business Response

  Date: 09/29/2023

  Dear *********************,
  
  Specialized Loan Servicing, LLC (SLS) is writing in response to the 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.
  
  Our response dated September 26, 2023 indicated that SLS received a similar dispute filed with the ************************************ (CFPB) on September 22, 2023 regarding CFPB case number 230921-12065476. Your concerns are currently under review and you will receive a response through the **** complaint. We regret any inconvenience.  
  
  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
  ********************
  
  Cc: Better Business Bureau

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20637855
  
  I am rejecting this response because: This is not a resolution. SLS has done nothing to fix their error (as usual). SLS arrogantly stating that they may do something in the future to fix their error cause by their incompetence or they may not, SLS is not committing to anything. Arrogant incompetent jerks!
  
  Sincerely,
  
  **************

• Initial Complaint

  Date:08/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally had my mortgage with ********* and they sold it to *** shortly thereafter after closing basically in June 2022. American strategic insurance sent Ally an invoice for the insurance premium in late June 2022, but by the *** had my mortgage. There was apparently no communication back and forth between the two as American Strategic didn't know *** was the mortgage company until more than 6 months later. Although it seems legally they would be obligated to share this information and also advise me of changes to my monthly payments. American strategic canceled my homeowners insurance on March 30th 2023 due nonpayment as *** hadn't paid the invoice. I found out via American Strategic that my policy was cancelled due to nonpayment on April 11 via mail. When I spoke with ***, they said they received notice of cancellation on April 7th and didn't contact me regarding this. I got on the phone call with American strategic and *** and authorized *** to make a payment from my escrow to reinstate the policy. They were to mail an overnight check to American strategic. I was assured the issue was resolved.Several months later I come to find out that after an "investigation" *** claims on April 13th the check was allegedly sent to ****************** at 2:00 ***************************************************************** received at the front desk by quote "******". However, ASI denies receiving it and eliminated the possibility of reinstatement or a new policy on the 30th. I was contacted 2 months later by *** saying that I needed to have homeowners insurance and to provide the policy information.I have been in contact with *** ever since trying to get this clerical error resolved. ASI wants a copy of the front and back of the check and *** is either unable or unwilling to provide any information regarding this check other than the amount? However, that value for the check appears to be different on *** end compared to what ASI requested. Now I'm stuck paying high prices forever.

  Business Response

  Date: 08/18/2023

  Dear ************************ and ****** *********************,
  
  This letter is in response to a complaint filed with the Better Business Bureau (BBB) and received by Specialized Loan Servicing, LLC (SLS) on August 12,2023 regarding the insurance for the above-referenced mortgage account.
  
  Our records reflect that the funds for the insurance premium for the 12-month policy period of June 1, 2022 to June 1, 2023 was paid at closing. The enclosed check dated June 9, 2022 in the amount of $1,587.00 was sent to **************************** (***) for policy KYA54086.
  
  On April 4, 2023, we received a cancellation notice from *** for non-payment effective March 30, 2023. On April 11, 2023, our insurance vendor spoke to an agent at *** and was advised that the policy cancelled for nonpayment of $ 331.00.SLS is unable to advise why the premium increased prior to the policy end date of June 1, 2023. We authorized an additional payment of $331.00 to be paid to *** for the increase. Check number ******** in the amount of $331.00 was disbursed on April 11, 2023 and sent to *** for policy KYA54086. On April 13, 2023, a policy reinstatement was received with no lapse in coverage.
  
  On May 3, 2023, we received another cancellation notice effective April 27, 2023. On May 11, 2023, our vendor called the *** agent and was told that the policy was cancelled for non-payment. We advised that the additional payment of $331.00 was made on April 11, 2023. On May 19, 2023, our vendor spoke to the *** billing department who stated that they never received the $331.00 payment, and that the policy could not be reinstated. Our records reflect that the check in the amount of $331.00 was not cashed and we have requested a copy of the check be sent for your records. Enclosed is a copy of the payment history showing the $331.00 disbursed on April 11, 2023 for your reference. 
  
  On July 21, 2023, we sent the enclosed letter advising we bought insurance for the property as we had not received proof of your coverage. We also advised that we recommend you purchase your own insurance as the lender-placed insurance is significantly more expensive than the insurance you can purchase directly. Our records also reflect that we have previously advised to reach out to the State,which could offer a fair insurance policy plan.
  
  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

  Date:07/11/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. Received summons June 07, 2023, after refusing to sign predatory loan. This is after back and forth since December 2020 when notified mortgage company, Ditech, LLC was initiating process to file bankruptcy. An extension was granted through July 12, ******. Predatory loan was a packet to sign for a new loan for a higher predatory amount. This was from ****** who discussed a different conversation over the phone to initiate where ******, LLC left off. Payments were withdrawn from Ditech, LLC which we were current.Specialized Loan Servicing, LLC (SLS) deemed it necessary for new contact.3. After discussions with SLS regarding service misconduct, misrepresentation, and fraud (as SLS reported negatively to credit bureaus, and stated they were original loan servicers of they are not), through attorney representation, *************************************************, we were served a summons/complaint regarding a 2011 loan that was bought and paid in full.4. Have requested through Qualified Written Requests phone transcripts and documents to which SLS state they do not have to provide.5. One document is how are we to access an account SLS says they have with us when they locked us out ? Every SLS representative we have talked to before asking the harassing calls stop cannot accessmortgage account either. Why?6. Deadline to answer Specialized Loan Servicing summons/complaint is July 12, 2023. SLS has a F rating with BBB due SLS's malmisconduct.7. SLS took over after mortgage company, Ditech, LLC went bankrupt to which we had on-time payments. Due to actions done by Specialized Loan Servicing, LLC, such as reporting negative falsities to credit bureaus thus damaging our credit and causing undue duress, SLS has us in a damaging default-looking status. This has made it impossible to move forward. SLS is being hostile.8. Relationship beyond repair. Can provide documentation when requested. SLS has caused our family and home great severe hardships. Need dire assistance against SLS.

  Business Response

  Date: 07/17/2023

  Dear **************************** and **************************,
  
  This letter is in response to correspondence filed with the Better Business Bureau (BBB) and received by Specialized Loan Servicing, LLC (SLS) on July 11, 2023 regarding the loss mitigation process and account access for the above-referenced mortgage account.
  
  Our records indicate that SLS received a similar dispute filed with the ************************************ (CFPB) on July 15, 2023, CFPB case number 230715-11538257. Our response to this BBB complaint will be addressed with our response to the CFPB. 
  
  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.
  

• Initial Complaint

  Date:06/28/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear SLS,I have a 145 back owed amount for 2 separate late payments. I was told over the phone that as a one time curtesy the entire late fees amount were be waived, which was 210 for three months in a row. I ask that a manager go back and listen to my past phone calls. I should be all caught **. In summary, I was told they would take all of the late fees off (3 in a row) because we were deployed to ******* with the army and they have not done so. I will file a BBB complaint if this full amount is not waived as I was told it would be. Further, we were on military orders in ******* when our automatic payments suddenly stopped. SLS did not email, text, or get a hold of me in any way except snail mail me, which didn't work since we were deployed to *******. SLS should have contacted me to let me know the automatic payments stopped.Thank you,***************** to:1025536725 Sent:6/23/2023 12:15:48 PM Thank you for your inquiry. There were 3 late fees totaling $214.56 on the account, and one late fee waiver of $71.52 was approved, leaving a remaining past due balance of $143.04. It is our pleasure to assist you. If you require further assistance, please do not hesitate to contact us via the online *************** If you would like to speak with an agent, please contact our ******************* at ************. For your convenience their office is opened Monday Friday 6am 6pm MST. We are here to assist you now and in the future. Thank you, *********************************** ID: ***** SLS

  Business Response

  Date: 07/05/2023

  Dear **** *****************,
  
  This letter is in response to a follow up complaint filed with the Better Business Bureau (BBB) and received by Specialized Loan Servicing, LLC (SLS) on June 29,2023 regarding the late charges for the above-referenced mortgage account.
  
  We have reviewed the account and the automatic payments cancelled on March 16,2023. Our records reflect SLS received notice that the automatic payment dated February 13, 2023 in the amount $2,349.20 was returned as Customer Advised not Authorized and the automatic payments were cancelled. Enclosed is the letter generated regarding the returned payment as well as the letter advising we received notification from your bank and are unable to process the automatic payments.   
  
  Your payments are due on the first (1st) of each month, and you are allotted a fifteen (15) day grace ****** before a late charge is assessed. Your monthly payments must be received by the sixteenth (16th) to avoid a late charge. On July 3, 2023, as a courtesy, SLS waived the remaining late charges billed to the account.
  
  We strive to make concerted efforts both through our internal policies and through our direct interactions to ensure courteous, knowledgeable and expeditious handling of any servicing issues which may arise. We handle all borrower comments or concerns with the utmost consideration, and we regret to hear that you were dissatisfied with our servicing of the account.
  
  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.

  Customer Answer

  Date: 07/05/2023

   
  Complaint: 20252661
  
  Thank you for your helpful and speedy response.  Both your response and your speed was appreciated.  Thank you.  I am rejecting this response because I have yet to hear from your dispute department regarding my other issue.  

  I was told that the escalation team can work with my credit report to do a one time correction of any reported mispayments.   We spoke with ****** (employee number *****) and she indicated that based on the fact we were out of the country deployed to ******* with the army and our autopay was turned off, our credit reporting information could be rectified. 

   I seek a resolution that rectifies the late payment reporting on my credit score and ask that such reports be removed.   Thank you in advance for your assistance on this matter. 

  Sincerely and with thanks,

  *********************

  Business Response

  Date: 07/11/2023

  Dear **** *****************,
  
  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.
  
  Please be advised that in order for SLS to review the request for a credit reporting update, we must first receive the necessary deployment paperwork for review. SLS records indicate that this information was provided to you over the telephone on July 6, 2023. Once the necessary paperwork is received, the credit reporting will be reviewed.
  
  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 #*****
  ************* Support                        
  Specialized Loan Servicing LLC
  
  Cc: Better Business Bureau

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20252661
  
  Please see the attached document as requested and discussed.  The attached shows that my husband (MAJ ********************** and I were traveling together to Europe.  We started in January and did not return from his deployment in ******* until 21 March.   Thank you for your time and support regarding this matter.  You have taken this matter seriously and I appreciate your personal attention to this.  It has been appreciated.  If you have any questions for me or need anything else (such as flight records), please let me.   I hope you are having a good week.

  Very Respectfully and with Appreciation,
  
  *********************

  Business Response

  Date: 07/26/2023

  Dear **** *****************,
  
  Specialized Loan Servicing, LLC (***) is writing in response to an additional inquiry received July 20, 2023 and associated with the 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.
  
  Please be advised, on July 3, 2023 the remaining late charges in the amount of $143.03 were waived from the account.Enclosed is a copy of the *** payment history.
  
  *** has received the necessary deployment paperwork. As such, the credit reporting for the months of February, March and April, 2023 has been suppressed accordingly. At this time, the account is due for the August 1, 2023 contractual monthly payment. There are no late charges assessed to the account.
  
  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.

  Customer Answer

  Date: 07/26/2023

   
  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.  Wonderful.  Thankful.  Fantastic.  Great work.

   

  Thank you!!!
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/10/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a HELOC loan on my home. The mortgage started on 2/1/23 at *** when I initially was told it was to start on 1/1/23. When I made my payment for 1/1/23 that I thought was due, that was technically was for 2/1/23 payment due. When I made my 2/1/23 payment of $320.48, that was considered "early" for a portion of 3/1/23 payment. Then my loan sold to SLS servicing loans on 2/28/23 and it's been a mess ever since. Nobody is reviewing my "so-called" case that was opened on 3/1/23 when I saw the issue. I have called multiple times (too many to count) and I have to repeat myself EVERY time. It seems like nobody knows anything about my case every time I call. The escalation department keeps telling me that they will communicate with me and the DON'T! I have received zero communication during all of this. The $320.48 did not transfer over to the new loan company on 2/28/23 and I have been dealing with this ever since. Over two months so far of trying to get this payment applied. SLS has a letter of instruction from my bank on letterhead physically signed by my bank stating I made that payment on 2/1/23, they have my last *** statement showing that I only owed $112.40 for 3/1/23 payment due & they have my image of my direct debit from my bank and now they are saying that they need a full bank statement with zero edits for them to start yet ANOTHER case. I should have only owed $112.40 for 3/1/23 per my *** statement. In this loan transfer I lost $320.48 and I will continue to fight it to be applied. If this is not taken care of by 5/28/23, it will start reporting to my credit bureau and that is NOT acceptable!

  Business Response

  Date: 05/24/2023

  Dear ********************************* and ***************************,
  
  Specialized Loan Servicing, LLC (***) 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 ** to upload a copy of our response to the BBB website.
  
  *** records indicate that the above referenced account service transferred to *** on March 1, 2023. At the time of the service transfer, the account was due for the March 1, 2023 monthly payment. As of May 17, 2023, *** confirmed that the total amount due for the March 1, 2023 monthly payment was $112.40, due to a partial payment made to the prior servicer.
  
  On May 17, 2023, all funds received by *** were reversed from the account and the receivable amounts were updated. The funds were reapplied with $112.40 being applied to the March 1, 2023 monthly payment,$67.88 being reapplied to principal, $388.66 being applied to the April 1, 2023 monthly payment and the remaining $348.05 being placed in unapplied funds.Enclosed is a copy of the *** payment history as well as a copy of the prior servicers payment history for reference.
  
  *** is in the process of reversing the $67.88 applied to principal. The funds were be combined with the unapplied funds in the amount of $348.05 and all funds will then be applied to the May 1, 2023 monthly payment. The remaining updates will be reflected on the next monthly billing statement.
  
  Please be advised *** is unable to apply partial payments. In the case funds are received that are less than the total amount due, *** will place the funds in unapplied funds until enough funds are received to satisfy a complete monthly payment. If the account is current and funds are received that are less than the total amount due, *** will apply the funds to the principal balance.
  
  *** strives to ensure courteous and expeditious handling of any servicing issues which may arise during the time that your loan is serviced with **. 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.
  
  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 #*****
  ************* Support                        
  Specialized Loan Servicing LLC
  
  Enclosure(s)
  
  Cc:Better Business Bureau

  Customer Answer

  Date: 05/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  As of today, the online balance does not reflect what is being said.  However, they did state in their correspondence that it will take ** until next months cycle to reflect.  I will review my account in June 2023 to ensure that everything is lined ** as it should be before I state that the resolution is 100% satisfactory.  I currently have little to no trust in this company.  The way that this issue/request was handled is far from acceptable.  Very poor business processing as this was initially reported to them on 3/1/23.  It is now almost June 2023.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I refinanced an equity line of credit to pay off the line I opened with Specialized **** Services because their customer service was so poor. The loan was overpaid in the amount of $223.83. I made a call on 02.23.23 at **** PM to notify them of the overpayment and spoke to ******. She informed me that the loan was paid in full; however, something fell through the cracks and they never sent the Release to the County, so they still had the lien on my home. I continued to receive collections calls throughout this process. I received another collections call wanting met to pay late fees and interest on the amount they owe me. I spoke to ******* at 9:23 am on the 25th who informed me that the account still had not been closed and she would request the closure. She stated that it would be closed by the end of business that day and she would call me to confirm. She also stated i should have a check in the amount of $223.83 in the mail in 10 days. It is now 03.16.23 and I have not received the check, but I did receive the Release of Lien sent to the county and confirmation that the account was closed. I spoke to ****** at 3:47 pm n 03.16.23 who informed me that a check in the amount of $177.00 was requested on 03.14.23. When I informed him that it was incorrect, he transferred me to the escalations department, where I was disconnected. I called back and spoke to ****** at 3:58 pm, he informed me that I have to dispute the amount in writing. I asked to speak to a supervisor, but I was told one wasn't available but they could call me back. I explained that I was suppose to receive several calls back and have yet to receive one. I asked to speak to the supervisor's supervisor. I was placed on hold for some time only to be told that ****** was authorized to disconnect the call. I am going to write the letter, however, I verified several times the amount of the check and I can't even get some one to help me get my money returned promptly and accurately.

  Business Response

  Date: 03/24/2023

  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 March 17,2023 regarding the payoff of the above-referenced mortgage account.
  
  We have reviewed the account and funds received on December 14, 2022. Our records reflect that these funds were used to paydown the principal balance to $0.01.As the line of credit was not frozen and still in the draw period, the account was not closed. The account was paid in full on February 28, 2023. Our records reflect funds in the amount of $10.00 were applied to the lien release fee and the surplus funds of $176.22 were held in the escrow account to be refunded. On March 14, 2023 the surplus funds of $176.22 were mailed as the account was paid in full. On March 23, 2023 SLS check number ********* in the amount of $37.61 was mailed for the interest charged from December 14, 2022 to February 28, 2023 and the late charged assessed on February 28, 2023. Enclosed is a copy of the payment history for your reference.   
  
  We strive to make concerted efforts both through our internal policies and through our direct interactions to ensure courteous, knowledgeable and expeditious handling of any servicing issues which may arise. We handle all borrower comments or concerns with the utmost consideration, and we regret to hear that you were dissatisfied with our servicing of the account.
  
  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.

  Customer Answer

  Date: 03/24/2023

   
  Complaint: 19612168
  
  I am rejecting this response because: the $176.22 check that was mailed had late fees and interest deducted on the balance they owed me. They should not be charging me interest and late fees on a balance due to me. I attached the statements with the breakdown in my first complaint. The amount they owe me is $212.04. The over payment was $223.83 less a $10 loan pay off fee and and a $1.79 pay off fee. There was an amount of $35.82 in late fees and interest that they charged on the $223.83 overpayment. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 03/31/2023

  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 March 24,2023 regarding the payoff of the above-referenced mortgage account.
  
  SLS received funds on December 14, 2022 which were used to paydown the principal balance to $0.01. As the line of credit was not frozen and still in the draw period, the account was not closed. The account was paid in full on February 28, 2023. Our records reflect funds in the amount of $10.00 were applied to the lien release fee and the surplus funds of $176.22 were held in the escrow account to be refunded.
  
  On March 14, 2023 the surplus funds of $176.22 were mailed as the account was paid in full. On March 23, 2023 SLS check number ********* in the amount of $37.61 was mailed for the interest charged from December 14, 2022 to February 28, 2023 and the late charged assessed on February 28, 2023. Enclosed is a copy of the payment history for your reference.
  
  The only late fee charge to the account was charged on February 28, 2023 in the amount of $1.79.On March 23, 2023 SLS refunded the late fee of $1.79 as well as the interest charged from December 14, 2022 to February 28, 2023 totaling $35.82.
  
  The total funds refunded for this account is $213.83 which includes SLS check number ******* in the amount of $176.22 mailed on March 15, 2023 and SLS check number ******** in the amount of $37.61 mailed on March 23, 2023.   
  
  SLS 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 have researched your account and our records indicate that the payoff 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,
  
  *******,Teller ID# ****
  ************* Support
  ********************
  
  Enclosure(s)
  
  Cc:Better Business Bureau        

• Initial Complaint

  Date:02/17/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for mortgage assistance with SLS in November of 2022 after we learned that my wife had brain cancer. I have called nearly 20 times since then, sent forms and letters signed by my wife and her doctor and they still have not processed my request. They tell me they're missing a new form every time I call and I've never spoken to any kind of manager or supervisor. We are behind on our mortgage, and are more than willing to pay it but they need to process this request already.

  Business Response

  Date: 02/24/2023

  Dear ********** *********************
           ***************************,
  
  This letter is in response to your written correspondence filed with the Better Business Bureau and received by Specialized Loan Servicing, LLC (SLS) on February 17, 2023. This letter is requesting assistance with loss mitigation.
  
  On August 1, 2022, this account transferred to ************** Loans, serviced by Specialized Loan Servicing LLC.
  
  On November 22, 2022 we received an incomplete Request for Mortgage Assistance (***) application in support of permanent loss mitigation. On November 23, 2022, we sent a letter requesting additional information by December 23, 2022. On December 7, 2022, we spoke to ************** and requested the missing sections of the *** as well as copies of his paystubs. As we received no additional information, on December 27, 2022 we sent a letter advising that the account was no longer being reviewed for loss mitigation options.
  
  On January 5, 2023, ************* spoke to ***** who confirmed the reason for hardship. ***** also advised that ************** was ineligible for a deferral of payments and advised that the application ************** had sent was to review for a modification of the loan. ***** advised we had only received section 8 of the application and proof of income. ************* advised he had sent the full application with paystubs, and ***** advised that we had not received it. The email to which ************** confirmed he had sent the application was incorrect for the purpose of sending loss mitigation documents.
  
  Between January 5, 2023 and January 9, 2023, we received more than one copy of partial applications;however, we did not receive a full application, so the file remained incomplete.On January 9, 2023 we sent a letter requesting additional information by February 8, 2023.
  
  On January 13, 2023, ************* spoke again to ***** who advised that we had not received a full application. ***** advised we had received section 8 of the *** multiple times.************** advised that he had sent the full application several times, but as we had not received it, we were unable to review it. ***** advised that it was possible the file was too large, ************** sent pages separately, which again would have made the pages appear incomplete. We regret any confusion this may have caused.
  
  On January 13, 2023 ************* spoke to his Single Point of Contact (SPOC) ***** who advised ************** to resend the application as we did not have record of receiving anything but the signature page of the application. ************** advised he had sent it again that same day. ***** advised that if all pages of the application did not include the loan number, they would be rejected.
  
  
  
  
  On January 17, 2023 ************* spoke to ****** who advised we required a full application, comprised of eight sections, sent at the same time and that we had received only partial applications. On that same day, ****** emailed a new application and advised she would go over the full application with ************** while he remained on the telephone.************** advised he did not have time to go over the application. ****** advised ************** to resend all eight sections of the application with a current date. On January 17, 2023, a letter was sent to follow up this request.The letter also requested paystubs for **************. Documentation was to be received by February 16, 2023.
  
  On January 25, 2022 ************* spoke to ***** who advised we had received the complete application but that we were missing page 8 of the application and proof of income for both Mr.and **************. As the *** reflected that ************** was employed but not getting paid, ***** requested a letter of explanation that ************** was on leave from her job but still employed. 
  
  On February 1, 2023,************** spoke to ******** and advised he had submitted paystubs to Angel *** on January 27, 2023; however, we had not received anything on that date.
  
  On February 2, 2023, we received FMLA paperwork for ************** income and ************** paystubs. On February 2, 2023, ************** spoke to ****** who confirmed that we had received these documents and that they were pending review.
  
  On February 10, 2023,and February 17, 2023, ************** spoke to several agents about employment information for **************. ************** again confirmed ************** leave of absence from work.During the call on February 10, 2023, it was advised the application would move forward; however, further clarification is needed related to Ms. ********************* as the information provided indicates that she will be returning to work in March 2023. We have requested that ***** contact you to obtain such information. Facially, all other information appears to be complete; however,if any additional information is needed, ***** will advise you during that time. We additionally have requested that you receive a call from a member of management. We do not have record that this request was escalated to a manager previously.
  
  We regret any inconvenience you may have experienced.
  
  In compliance with the laws of the ***********************, included are copies of your Note and payment history, along with the following information:
  
  Your account is currently due for February 1, 2023 in the amount of $1,993.09.
  The current principal balance of the loan is $ 273,857.22.
  There are funds of $1,013.82 held suspense.
  The escrow balance as of today is $1,912.34. The last escrow analysis did not reflect an escrow shortage.
  
  Note Holder Contact Information:
  
  Federal National Mortgage Association
  **************
  1100 ***************
  ************** 20005
  
  As SLS is the servicer on behalf of the current owner, all correspondence should be directed to SLS.
  

  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.

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 19422647

  I am rejecting this response because:

  You stated that on January 13th ***** told me they had only received the signature page of the application. Then on the 25th ***** said that they had everything but the signature page. On February 2nd you received the **** paperwork and paystubs for both my wife and I, then on the 17th I was told they didn't have the **** letter and that my request was going to be closed. I still have never spoken to a manager, ***** has not called or emailed and I am still not going to pay.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/07/2023

  Dear ********** ********************* and ***************************,
  
  This letter is in response to your written rebuttal filed with the Better Business Bureau on February 28, 2023 and received by Specialized Loan Servicing (SLS) on February 28, 2023 requesting assistance with loss mitigation.
  
  Our previous response advised as follows:
  
  On February 10, 2023,and February 17, 2023, ************** spoke to several agents about employment information for **************. ************** again confirmed ************** leave of absence from work.During the call on February 10, 2023, it was advised the application would move forward; however, further clarification is needed related to Ms. ********************* as the information provided indicates that she will be returning to work in March 2023. We have requested that ***** contact you to obtain such information.
  
  On March 1, 2023 a member of management, *****, attempted to contact you by telephone but was unable to reach you or to leave a message. To assist with loss mitigation you have been assigned a single point of contact (SPOC), ***** (Teller ID# ******.
  
  On that same day, we sent a letter advising that we considered your loss mitigation application to be complete. You will receive the outcome of the loss mitigation review via separate cover. We regret any inadvertent information you may have received by telephone.
  
  On ****************** received funds in the amount of $1,993.09. These funds were combined with funds held previously in suspense and applied to the February 2023 contractual monthly payment.
  
  In compliance with the laws of the ***********************, included are copies of your Note and payment history, along with the following information:
  
  Your account is currently due for March 1, 2023 in the amount of $1,993.09.
  The current unpaid principal balance of the loan is $273,578.55. This is not a payoff amount.
  There are funds in the amount of $1,013.82 held in suspense.
  The escrow balance as of today is $2,240.36. The last escrow analysis did not reflect an escrow shortage.
  
  Note Holder Contact Information:
  
  Federal National Mortgage Association
  ************** ***********************************
  ************** 20005
  
  As SLS is the servicer of the loan on behalf of the current creditor,correspondence regarding this loan will be handled by SLS.
  
  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,