vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2016-07-28 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Specialized Loan Servicing Holdings LLC
State: TX

Complaint narrative:
XX/XX/2016, we received a postal notice from Specialized Loan Servicing , LLC, located at XXXX XXXX XXXX. XXXX . XXXX, XXXX XXXX, Colorado XXXX, that their company had purchased my primary mortgage, and we were to stop making payments to the previous company that had held the mortgage. The notice said that we would receive information about how to make payments, and that our monthly payments would not change from the previous company 's amount. By XXXX XXXX, we had not received an identifiable account number, statement or payment book, so we twice called the number on the postal notice. However, we were unable to get past the automated messaging system, which requested an account number. This request was not satisfied, evidently, by inputting the number on the original notice, nor by inputting my social security number. We waited for a statement or further payment instructions. By XXXX XXXX, none had arrived. We went to the SLS website and attempted to set up a payment account to make online payments. Again, both my social security number and the number on the original notice turned up the statement in red that the system did not have an active account for me on record. We took a screen shot of this notice and have attached it to this complaint. Then, on XXXX XXXX, 2016, we received a XXXX delivery of a packet containing information about applying for a U.S. Government Hardest Hit Fund that is NOT LISTED as available in my state, and forms to fill out for foreclosure on my property to send back to SLS. Buried on page XXXX of this multi-page packet was a statement that I was delinquent in one or more payments to SLS, a company that had never made it possible for me to make a secure and traceable payment toward a stated amount. That same day, XXXX XXXX, 2016, I immediately tried again to telephone SLS. This time, my call was routed by automated system to a " different office '' that gave no useful information. I kept trying until I was offered an option to speak to a person in a department called Customer Resolution. The woman who answered asked why I was calling SLS. I told her that I had received a XXXX statement that I was delinquent in one or more payments to SLS when SLS had never sent me a bill, had never acknowledged online that I had an active account with them, and had never made it possible for me to register to make secure payments. She immediately hung up in my face, without another word.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2015-12-01 00:00:00
Product: Mortgage — Other mortgage
Issue: Loan modification,collection,foreclosure — 
Company: BANCO POPULAR DE PUERTO RICO
State: PR

Complaint narrative:
In XXXX 2015 I requested and signed with Banco Popular of Puerto Rico to enter the Loss Mitigation Program since I was having some difficulties to pay my monthly mortgage payment. I submitted the documents to the bank as they requested, including XXXX financial statements prepared by an Accountant. Surprisingly when I was in good faith negotiations with the bank, I received a letter from a XXXX attorney and his XXXX Firm that my file was sent to them in order to file a foreclosure lawsuit against me. My attorney called them and explained that there must be a mistake since we were negotiating with the bank under the Loss Mit Program and never received a communication from the bank denying my request. The file was sent back to the bank to continue the Loss Mit Process. I also tried to pay the due amount of the mortgage payments but the bank conditioned the payment that I also pay {$500.00} for the previous lawyer services. I have email evidence of this. The bank sent me an invoice of this legal fees from XXXX XXXX XXXX XXXX a company in the U.S. My attorney called the bank 's XXXX attorney that sent me the letter and he said that the Firm did n't sent an invoice to the bank for such legal services. I have evidence of this. I sent to the bank the due amount monthly payments without the {$500.00} for legal services and the check was returned via mail to me. To this day I 'm under the Loss Mit Program in good faith negotiations, sent already a THIRD financial statement three weeks ago since they wanted XXXX updated and by my surprise I was summoned today with a Foreclosure Lawsuit from Banco Popular of Puerto Rico even when the bank never sent me any type of communications denying my application under the program. I have evidence of the communications by email with the bank, the invoice from XXXX XXXX XXXX XXXX, the application I signed to enter the Loss Mit Program, among other documents. Today I called the bank and the employee that is working my case told me that being under the Loss Mit Program does n't protect me from being sue by the bank in foreclosure. I understand that the Federal Laws and Regulations require that I first need to be notified with a communication from the Loss Mitigation Program denying my case before being sue in foreclosure.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-05-02 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: Disclosure verification of debt — Not given enough info to verify debt
Company: CONRAD CREDIT CORPORATION
State: OK

Complaint narrative:
I spoke already with the storage company and we had come to a negotiation for balance payment. Went to location several times to pay the debt of {$100.00} but location manager was out for vacation so could not make payment. Collection agency went ahead and apply charges of {$400.00} which affected my credit score.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-09-17 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Specialized Loan Servicing Holdings LLC
State: MA

Complaint narrative:
XX/XX/2016 our home loan was sold to Specialized Loan Services, and in the 8 months they 've owned the loan SLS has twice claimed not to receive our monthly payment. They 've been difficult to work with when we attempt to resolve the matter. In our nearly 20 years of making monthly mortgage payments, by paper check and electronically, we 've never had one lost. Our credit rating is excellent. 

When SLS claimed our XX/XX/XXXX check had n't arrived in their XXXX processing center two weeks after we mailed it, we stopped payment on the check and paid to wire the funds. After several phone calls, they agreed to waive the late fee. Now the same thing has happened again. We mailed the XX/XX/XXXX check XX/XX/2016. This time, SLS acknowledged the barcode on their payment envelope was processed by the post office on XX/XX/2016, but insisted it had n't arrived at their processing center by XXXX. We wired the XX/XX/XXXX payment yesterday ; our credit union shows the funds have been delivered, but our account on the SLS site still shows the XX/XX/XXXX payment as unpaid. 

SLS admits pay envelopes are n't scanned into their processing center, so that there is no way for them to know whether a check that arrived in their mail room was lost on the way to Accounts Payable. Reaching a supervisor is made intentionally difficult, as they are generally not available in real time when the CSR ca n't solve a problem, and the supervisor call-back delay is claimed as 24 hours, but has been longer for us. Even when promise of a late-fee waiver is made by a supervisor, the company forbids confirming that promise by email or any other trackable means, and you have to follow up with them by phone repeatedly. In addition, the SLS website has very long load times, which may be intended to discourage customers from pursuing complaints. 

Given the poor service and lost checks, we now do n't know whether to trust SLS 's claim that increased escrow requirements are the actual reason for the increase to our monthly payment. As soon as our loan was sold to SLS, the monthly payment increased XXXX %, with " escrow deficit '' given as the reason. 

Our excellent credit ratings stem from years of paying bills on time. We have paid several different mortgage lenders by mail and electronically over the past 18 years, and have never had a problem with payments being received and acknowledged until SLS purchased our loan. 

SLS shows no accountability. We do not trust SLS with access to our bank account through Bill Pay. We therefore feel stuck waiting for SLS to receive every month, forcing us to wire the funds every couple of months and check the account online daily to ensure funds are received and recorded.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-10-14 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Specialized Loan Servicing Holdings LLC
State: OH

Complaint narrative:
We had a modification plan and an agreement with the prior lender just before this loan was assigned to another lender, which engaged Specialized Loan Services to service the mortgage. SLS ignored the agreed modification amount and demanded a higher amount. We paid that amount rather than go into default. Now, SLS has increased the mortage without explanation by more than {$460.00} a month. 
In a statement dated XXXX/XXXX/2016, SLS without explanation increased monthly mortgage payments to {$1700.00} ( XXXX ) from {$1200.00} ( XXXX ), an increase of {$460.00} ( XXXX ). Before SLS began servicing this loan I had executed a modification plan with XXXX, the original owners of the above mortgage loan, in which I was to pay {$1100.00} ( XXXX ) monthly. After it began servicing the loan, SLS ignored the terms of the modification agreement and increased my monthly payments to {$1200.00} ( XXXX ). After that increase, I spoke with SLS representatives for weeks and remained confused about how payments to SLS were credited to my account. To date, I have gotten conflicting and confusing answers from SLS representatives. 

My total annual Real Estate County Tax payments is {$6100.00} ( XXXX ) ; total annual homeowners insurance is {$2300.00} ( XXXX ), for a total of {$8500.00} ( XXXX ). The escrow increase of {$460.00} a month amounts to an annual amount of {$5500.00} ( XXXX ). My current escrow payment is {$550.00} ( XXXX ) a month or {$6600.00} ( XXXX ) a year. Added together, the escrow increase by SLS amounts to {$12000.00} ( XXXX ) to cover expenses of {$8500.00}.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-03-17 00:00:00
Product: Mortgage — Home equity loan or line of credit
Issue: Loan modification,collection,foreclosure — 
Company: Specialized Loan Servicing Holdings LLC
State: NY

Complaint narrative:
XXXX XXXX XXXX line of credit of {$50000.00} with balloon payment due in XXXX, 2015. Requested modification of the loan to pay back principal plus interest. Completed all paperwork but was then transferred from the then current XXXX XXXX XXXX to SLS Loan Servicing. I completed the necessary paperwork again with SLS and they continued to indicate incomplete processing and duplicate requests for the same documents over and over one document at a time. This continued for the next 8 months. I was finally denied modification, but was encouraged to complete modification paperwork again. I then completed a third set of paperwork At no time during these 8 months was I ever told by any SLS representative that the loan was not eligible for modification. In the meantime, behind the scenes SLS had begun foreclosure proceedings as early as XXXX of 2015. I found that out when I was charged for an inspection of my property. I completed a third set of paperwork, SLS claimed it was incomplete and was denied. They then proceeded with foreclosure. My primary mortgage is with XXXX and has never been late. Also, during the time the line of credit was open, those payments were also never late. SLS has now marked my credit and has made it almost impossible for me to refinance the loan. Had I been told back in XXXX of 2015 that the loan was not eligible for modification, I may have been able to refinance the loan and would have avoided the unnecessary foreclosure proceedings that followed. They basically wasted my time all these months and accrued unnecessary interest. There are so many complaints out there against this servicer for similar improper procedures. In order for the problem to vanish, I had to withdraw the funds from my IRA to pay off the loan with interest and about {$3000.00} in foreclosure fees. I appeared at a foreclosure conference and the mediator in fact agreed these practices were unjust and ordered the attorney to adjust some of the fees. I was never contacted by counsel for the bank about foreclosure until the day I was served papers. The mediator was angered at the practices of SLS and the law firm and indicated that a reversal of interest could ensue. Now I am told that the dismissal of the foreclosure action can take another few months, even though the loan is fully paid. Someone has to stop SLS and protect consumers from these scamming tactics they employ.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-12-15 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Specialized Loan Servicing Holdings LLC
State: TX

Complaint narrative:
After buying a home in 2004, the mortgage eventually ended up being serviced by Specialized Loan Servicing , LLC. I have requested that they remove the PMI since my loan is below the 78 % LTV figures and have provided my PMI disclosure that was signed at closing stating that it will fall off after getting to that amount. However, SLS says that they wo n't remove the PMI even after 3 months of trying.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2015-10-28 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Specialized Loan Servicing Holdings LLC
State: CA

Complaint narrative:
In XXXX 2015 I refinanced my home through XXXX Lender for {$280000.00}. Subsequent to this, the loan was purchased by XXXX and servicing was initially provided by XXXX XXXX Loan Servicing Division. The first payment was due XXXX/XXXX/15 and XXXX serviced the loan through XXXX/XXXX/15. For some unexplained reason when I reviewed my payment history online, {$83000.00} had been added to the principle. It is obvious that something was wrong as the note and all my docs clearly show the borrowed amount as {$280000.00} ; Even XXXX XXXX account history shows the initial {$280000.00} as well as the addition of the {$83000.00} about 2 weeks later. I brought this to their attention and after many, many communications they said they resolved the issue and adjusted my account accordingly on XXXX/XXXX/15 ( I have included a copy of the payment history from Impac ). Their explanation was that somehow my loan docs had been mixed up with another and caused the addition of the {$83000.00}. About the same time they said the matter was resolved, they coincidentally transferred the servicing of my loan to Specialized Loan Servicing ( SLS ) which began on XXXX/XXXX/15. In reviewing my account with the new loan servicing company SLS, the {$83000.00} has been suspiciously attached to my account again. On top of all this, SLS now has my property confused as being in XXXX County instead of XXXX XXXX County for my escrow account tax payments. SLS customer support told me they will look into it, but something is just not right. I feel like someone is trying to hide this {$83000.00} back at XXXX or XXXX, which are both part of the same company. I am very disturbed by all of this and would like some help in finding a resolution. I have attached an account summary from SLS to show the current amounts they list as well as the payment history from XXXX XXXX to show the suspicious addition and deletion of the {$83000.00}. Thank You.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-11-04 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Specialized Loan Servicing Holdings LLC
State: CA

Complaint narrative:
My problem started when my loan was sold to sls from residential credit solution. I applied. Modification loan and they denied it in XX/XX/XXXX. Which reasons are not cleared to me why my application was denied. Then a week later I received a Deafault letter with so many extra charges. When I called somebody said the extra charges are for escrow and To me an escrow charge is only when buying a new house. I paid the amount though it left my family in debt. But in XX/XX/XXXX i received again a default letter stating my account is in default again for not payment even i sent money in XX/XX/XXXX, I called 3 days ago, some name XXXX told my wife that our monthly payment is already been increase to {$3400.00} instrad of {$1500.00}, which was sign by me from our previous mortgage. Apparently because they took over paying my property tax they charge extra {$15000.00} in advance every year. I told them that I could pay my own taxes and I theres a way that I will pay it myself, instead of them paying it without any sign aggrement between us. She Said no, they will keep paying it and willl charge my account XXXX every year. & will be collecting them in advance by adding {$1100.00} every month on my monthly payment .and I was advise to apply a new modification loan again to which I am not sure they willl approved me. I am afraid that this company is ripping us off and eventually will foreclose our home because of all the additional charges on my account which is not affordable .We can not afford to make a payment of {$3400.00} every month when our contractual amount is only {$1500.00} I hope you can help Us. Thank you very much

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-08-30 00:00:00
Product: Mortgage — Other mortgage
Issue: Loan modification,collection,foreclosure — 
Company: Specialized Loan Servicing Holdings LLC
State: CA

Complaint narrative:
Our issue is that Specialized Loan Services not applying our Home mortgage payments in a time manner. They hold the payments for no reason. Here is a good example. Keep Your Home California help us approving {$49000.00} last year in XXXX XXXX. SLS received the {$49000.00} From KYHC in XXXX XXXX and they just applied to our account over a year later and after hundreds of calls to them and they finally applied the money with KYHC help. Also right now they are showing that we have n't send any payments since XXXX, XXXX. On XXXX XXXX, XXXX we submitted a bank statements to proof of payments for all these months and following with phone calls with out any response yet. as today our loan payment history it 's a mess and we do n't see a way of resolution. Here is some history on how the mess started. when Specilized Loan Services received the {$49000.00} from Keep Your Home California they applied to our loan account and sent a statement letter which explained the new do payment amount so we started to send the specified payment amount since then but they pulled the {$49000.00} from our account and when we questioned why that happened they argument ed that they still need the signed Agreement for Modification of a Mortgage Re-amortization Only. Which we signed and mailed to them at the binning of the process. I can remember how many times we signed the Agreement and re-sent it to them and we have records of proof of delivery for the document. i really believe that this is a fraud. We really need some professional assistance to solve this issue. Thank you.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2017-03-23 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: SANTANDER BANCORP
State: PR

Complaint narrative:
Unlike in the US, about 90 % of the customers that have mortgages do not bring a hazard insurance policy to the closing, thus the bank affiliate place the hazard insurance. Last XXXX an insurance company started offering a policy directly to the client offering a 20 % cash back if there were no claims on the hazard policy. A lot of clients have decided to purchase this policy. However since the hazard policy is paid from the escrow account, altough the client has chosen the new policy, Banco Santander Puerto Rico has declined to follow the clients order. And instead of paying the policy chosen by the client, they pay the policy that they had on file, which most of the time is to their insurance affiliate. The order of the client is signed electronically with the e-sign program. The bank excuse for not paying the policy is that they are waiting from their legal derpartment to see if they can accept the electronic signature. Since XXXX Banco Santander has said theat they are waiting from the legal department. We are now in XXXX and they are still providing the same excuse. Meanwhile Banco Santander is using the money in the escrow to pay their subsidiary and not paying the policy chosen be the client, thus depriving the customer of getting the 20 % cash back.

Company response to consumer: Closed with explanation
Consumer complaint received 2015-10-14 00:00:00
Product: Mortgage — Home equity loan or line of credit
Issue: Loan servicing, payments, escrow account — 
Company: Specialized Loan Servicing Holdings LLC
State: PA

Complaint narrative:
I have a home equity loan with SLS, formerly XXXX XXXX XXXX. I entered into a loan modification with them in XXXX at a monthly amount of XXXX. They continue to show a suspense amounts on my statements usually of XXXX and always past due amounts, My first payment in XXXX was applied to principal and should be to interest, and I have called repeatedly and written to their corporate offices as told to by their customer service dept to get this reapplied. 

I always call the automated system and on XXXX the total amount due per them was {$630.00}, which I paid on their automated system from my account at XXXX Bank, which should have brought me to XXXX XXXX due until XXXX XXXX. I just got a statement dated XXXX which says I owe {$1200.00} by XXXX, and {$580.00} is past due. How can I be past due that amount if I paid everything current as of XXXX per their system. When I was told by their customer service person XXXX to write to the corporate office XXXX cash apps XXXX to get the first payment applied correctly, it has never happened.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation