Consumer complaint received 2020-08-10
Company: Specialized Loan Servicing Holdings LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
In XX/XX/2020, our mortgage company was XXXX XXXX XXXX XXXX ( XXXX ). During this same time period XXXX advised our mortgage was being sold to Specialized Loan Servicing ( SLS ) and we would be contacted by SLS regarding future mortgage payments to them ( SLS ). 

On XX/XX/2020, we made our XX/XX/2020, mortgage payment of {$2400.00} to XXXX. XXXX records show the payment " cleared '' the bank and was paid on time. 

About mid to late XX/XX/2020, we received thee letters from SLS regarding our new account. The first letter dated XX/XX/2020, was a " Notice of Servicing Transfer '' advising our loan had been transferred from XXXX to SLS effective XX/XX/2020. The letter further stated as of XX/XX/2020, XXXX would no longer be accepting payments received AFTER XX/XX/2020. The same letter also advised to send payments due " on or after XX/XX/2020 to SLS. '' NOTE : Our XX/XX/2020 payment had already been made and accepted by XXXX on XX/XX/2020. Our next mortgage payment wasn't due until XX/XX/2020. 

The second SLS letter dated XX/XX/2020, acknowledged we were on an automatic mortgage debit agreement with XXXX and beginning XX/XX/2020, the automatic debit agreement with XXXX was not transferred to the new mortgage with SLS. The same letter contained basic information on how to set-up a new automatic payment method. 

The third letter dated XX/XX/2020, a " Payment Options '' letter, contained additional information regarding the different payment options SLS offered. 

Based on the letters we received from SLS, we attempted to set-up the new automatic debit account with SLS. At this time we learned that SLS records showed our XX/XX/2020 payment was still due. Because of the miscommunication and contradicting dates between XXXX and SLS we were unable to set-up the automatic payment and contacted a customer service rep with SLS. 

During our initial conversations with SLS, they assured us our XX/XX/2020 payment would eventually be posted on our new SLS account as soon as it was transferred from XXXX. We were also advised we wouldn't be able to set-up the new automatic mortgage debit until the XX/XX/2020 payment was located. I would note that as of XX/XX/2020, all mortgage payments have continued to be made in a timely manner to SLS. 

On XX/XX/2020, we contacted SLS and spoke with customer service representative ( CSR ) " XXXX '' reference the XX/XX/2020 payment. " XXXX '' advised the XX/XX/2020 payment had been located and our account would be updated within 24-hours. 

On XX/XX/2020, we spoke with CSR " XXXX '' in an attempt to confirm the XX/XX/2020 payment posted and our account had been updated. CSR " XXXX '' advised the account still had not been updated and the information related to our XX/XX/2020 payment was sufficient evidence according to SLS records. " XXXX '' also stated she was going to open a " ticket '' to further investigate the XX/XX/2020 payment. 

On XX/XX/2020 we recontacted an SLS CSR reference status of the XX/XX/2020 payment. The CSR requested we fax bank statements from XXXX and XX/XX/2020, as proof the XX/XX/2020 payment had in fact been made. We paid a fax service and forwarded the information as requested. NOTE : the bank statement dated XX/XX/2020 to XX/XX/2020, shows the XX/XX/2020 mortgage cleared the bank on XX/XX/2020 and was marked with an asterik next to the item to assist in recognizing the payment. In a follow-up phone call to SLS, a CSR ( unknown name ) informed us they still hadn't received our fax. Again, we paid a fax service and forwarded the information a second time. 

On XX/XX/2020, we spoke with SLS CSR " XXXX '' reference receipt of the second fax. " XXXX '' stated they received the fax of the bank records ; however, because of the penciled-in asterik next to the XX/XX/2020, entry showing proof of the XX/XX/2020, mortgage payment the statements were void. For the third time we paid to once again re-fax the very same information after erasing the pencil mark. Again, a " ticket '' would be opened to investigate further. 

NOTE : when asked how long the process would take before we got an answer, we were advised by different CSR 's that it would take anywhere from seven to ten days for a response. We were even advised the process could take up to eighty-four days. 

On XX/XX/2020, we spoke to four different SLS CSR 's  reference this on-going problem that absolutely no one has been able to resolve. The first conversation was with " XXXX, '' who assured us he was going to send us an updated statement on this same date. " XXXX '' failed to follow through with his promise. 

Next, we spoke with CSR " XXXX '' ; however, the call disconnected. 

We then called SLS after being disconnected with " XXXX '' and had the unfortunate pleasure to talk to CSR " XXXX. '' " Jamela '' absolutely did NOT want to listen to anything we had to say as she attempted to talk over us and inform us SLS has been trying to contact us unsuccessfully on several different occasions reference our mortgage being delinquent according to SLS records. Never once in our brief conversation did " XXXX '' stop to listen and address the issues we were attempting to resolve. Eventually " XXXX '' simply hung-up on us. This was the second time one of the SLS CSR 's have hung-up on us during conversation. 

Immediately after the failed conversation with " XXXX '' we spoke with " XXXX '' and requested we be contacted by a supervisor as soon as possible. 

On XX/XX/2020, at XXXX XXXX ( pacific ) an SLS supervisor telephoned my wife, who was in the check-out line at the grocery store. The supervisor agreed to call me personally right after hanging-up according to my wife 's message. I never received a call back from the supervisor. 

Over the next several days we played " phone tag '' with supervisor " XXXX '' with zero results at which time we began the complaint process with cfpb. 

In summary, on XX/XX/2020, we made our XX/XX/2020 mortgage payment to XXXX in good faith and they accepted our payment. It wasn't until mid-XX/XX/XXXX, we received three SLS letters advising XXXX would no longer be accepting our payments after XX/XX/2020 and to " Send all payments due on or after XX/XX/2020 to SLS. '' Our XX/XX/2020 payment had already been made on XX/XX/2020 and the SLS letter was dated XX/XX/2020. As of today 's date, XX/XX/2020, in addition to the XX/XX/2020 mortgage payment being lost in the SLS abyss, we are now being charged with late fees of {$130.00}, which we have been including with our mortgage payments to SLS. 
In closing, we have been working diligently as responsible home owners in every capacity within our control to resolve this issue. We have complied with every request for records and have re-sent records SLS claims they haven't received. We are now entering six-months that this problem has existed and is currently unresolved. furthermore, SLS ' failure to properly address this issue in a timely manner has caused undue stress, anxiety and emotional issues. SLS has proven to be unprofessional, unconcerned in some cases incompetent and worst of all unethical. 

All documents mentioned above will immediately be provided following this complaint due to the fact we are unable to upload at this time. 

Respectfully submitted

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