Consumer complaint received 2016-10-03
Company: Specialized Loan Servicing Holdings LLC
State: IA
Product: Mortgage
Sub-product: Home equity loan or line of credit
Issue: Loan modification,collection,foreclosure

Complaint:
I was divorced XX/XX/2016. During our marriage, my husband would not allow me to pay more towards this HELOC. XX/XX/2016, he brought me a letter he received from SLS that he received XX/XX/XXXX. They changed the conditions of the loan, I am assuming, to finally get the balance of their money. We had only been paying interest on the loan. The payment jumped from $ XXXX/mon. to {$380.00} a month. I contacted SLS and applied for a Loan Modification, which after completing the significantly long application and submitting it with the {$500.00} loan modification fee ( cashier 's check ), the modification was approved and lowered to {$280.00} a month for 5 yrs.. Still a lot of money for a XXXX-year single women trying to keep her home, but I was going to manage. The first payment was due out of my bank account on XX/XX/2016. They took the same " old '' payment out ; I contacted them and they assured me that the new payment amt. would come out XX/XX/XXXX. 
It did not, they sent me a bill for {$490.00}! I freaked out and called right away to try and figure out what went wrong. SLS had applied my {$500.00} Loan Modification Fee towards my account like a payment! They took the {$490.00} out of my bank acct. XX/XX/XXXX. Since XX/XX/XXXX, I have battled to try and get my account corrected. I called many times and was reassured they had corrected the issue. To this date, they still have not. I sent them a letter telling them I was contacting your agency to try and get things straightened out and then received a letter from them saying they would get it figured out within the time limits your agency imposes. I have not heard anything further. The XXXX. 
monthly payment came out of my account 6 days late ; however, it was for the new amount and I have received no communication in writing that they have corrected my account. I will be uploading probably too much information, but I believe you will see after a review, why I am pulling my hair out that these " supposed '' professionals are unable to make a simple correction to my acct. 
It might be a " mute point '' at this time, but I wanted to give it one last try before I accept my " fate '' of paying these people their money so that I can hopefully then get my house refinanced at a lower rate ( if the mortgage industry does not try the XXXX they did in the movie " XXXX '' within the next five years ). I should have gotten this information to you much sooner, but I have had a personal emergency and work a job with long hours in summer months. I just can not understand their stance ; if I handled a customer the way they have handled my account, I would have been fired. I work as an XXXX at a XXXX and provide XXXX daily to my internal/external customers. My boss would have had my head on a plate if I treated one of our customers this way. However, it appears that this is how SLS is doing business. I must have talked with at least XXXX different people in the company and still no help. I even got ahold of an " internal number '' that one of the agents gave me because I was being so persistent and after they reviewed all the info on my " acct screens, '' I think this person knew I was in the right. It did no go good ; I never received the promised call back. I gave up XX/XX/XXXX, because of my work load and health issues. I pray that CFPB will help me correct my account. 
Thank you for listening.

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