Consumer complaint received 2022-12-23
Company: Specialized Loan Servicing Holdings LLC
State: TN
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX I made a manual payment for XX/XX/XXXX monthly payment for the amount of my regular monthly payment of {$1900.00} ( I wasn't sure if I was on the automatic payment setting ) Then on XX/XX/XXXX an auto draft was done by the amount of {$1900.00}. When I realized Specialized Loan Servicing Mortgage company had done this I called to ask for a reimbursement of the extra payment or to apply it for the following month the agent said she could request it only ( didn't specified ) On XX/XX/XXXX again the auto draft was done for the monthly payment of {$1900.00} So I called SLS to ask about the requested on the extra payment and they said they already reimbursed it on XX/XX/XXXX. However I have no activity on that date in my bank statement. So I called my bank and on XX/XX/XXXX that reimbursement was made. 
Sat XXXX I start receiving calls everyday until today to pay for XXXX. That doesn't make sense so I called and an agent told me to send my unedited XXXX bank statement to show the auto draft SLS did on the XXXX. So I emailed it XX/XX/22 to XXXX and waited. 
No replies. 
XX/XX/XXXX I called SLS to make sure I pay for XXXX and spoke with XXXX and she found out that the XXXX payment was on the limbo and I still owe for XXXX and XXXX. I asked if I can pay XXXX while the issue is under review and she said NO wait until I call you next Friday. Friday XXXX no call from her so I call back and ask to speak with her since no agent has a direct call I have to give whoever I talk to her caller ID. I finally spoke with her and she reviewed my bank statement and agree that XXXX payment was not applied to that month. Then she said I had to send a qualified written request with bank statements to their Colorado office since they don't have a phone number to call and there is no further action for her to proceed. 
Monday XX/XX/XXXX I received another call from agent XXXX caller ID XXXX He called to collect XXXX payment. I spent XXXX hour explaining again the whole ordeal. He found out that {$1100.00} was applied to the escrow ( without my authorization ) I asked what do mean escrow what happened with the rest of the money? He said he would request to transfer {$1100.00} to my XXXX payment and after that he will figure out where the rest of the money is. He told me not to pay for XXXX because it will be apply to XXXX. He said he will call back. Monday XXXX he didn't call. So I call back and spoke with another agent and he couldn't get a hold of XXXX after sending him an email, notes. Right after I hung up the call, another agent called me ( I believe his name is XXXX XXXX he ask to collect over {$4000.00} that I owe. So I told him that XXXX was already figuring out what happened and he didn't even care what I said he kept cutting me off and yelling that I had to pay. Still no resolution

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