Consumer complaint received 2021-05-09
Company: Specialized Loan Servicing Holdings LLC
State: MD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On or about XXXX XXXX XXXX I made a {$970.00} payment on my Mortgage Loan to Specialized Loan Servicing ( SLS ). I received confirmation from my bank that the payment I made was taken out from SLS for the exact amount. On XXXX XXXX XXXX  I received a Mortgage statement from SLS for a Total balance of {$0.00} due. However I later discovered that Specialized Loan Servicing did not give me credit for my payment, but they " reversed '' in the SLS system and it reflected on XXXX XXXX XXXX Mortgage statement. I call Specialized Loan Servicing to find out what happened and they give me many different excuse why I didn't get credit for my loan payment that clearly was taken from my bank account from them. I told SLS if they would not give me credit for the payment I made they give me a refund for the payment the they deducted form my bank account, but they did not refund me. I also made payments to apply to the Mortgage Loan Principle, and I learned form SLS customer service reps that the {$600.00} plus money was not applied but it was put in a hold account. I never received a refund from SLS for that {$600.00} plus. I started received calls of harassment regarding my Loan being allegedly delinquent, which it was not ; and SLS also charged me late fees. I had to get the help of a Law Firm to help with these situations. The Law Firm made and sent a letter to SLS concerning my situation along with the Exhibits that proved what had happened. Later in or about XXXX XXXX XXXX SLS Customer Service spoke with me and told me they sent me a check for the money they owed and I should receive it in 7-10 business days. In or about XXXX XXXX XXXX, the refund check had not arrived and I called SLS again, but was hung up on several times before I reached someone else. I ask to speak to a supervisor to help resolved this matter. SLS would not let me speak with a supervisor, but they told me a SLS supervisor would call me back within a few days. I was informed it would be another 7-10 business days before I received it the check. No, Supervisor or representative from Specialized Loan Servicing called me back. In XXXX XXXX XXXX called SLS three times before getting through during the conversation, the SLS customer service reps told me that the refund check was accidently sent to the Law Firm address. Then the SLS customer service rep said she was not allowed to discuss anything else with me about my account. The rep said she was advised to only talk with the Law Firm regarding my account. Recently Specialized loan Servicing was on the phone with the Law Firm and told them they could not give them information without me, along with other excuses that make no sense. The Law Firm was not happy with them. After all these things and more Specialized Loan Servicing has still not resolved this matter. Specialized Loan Servicing is doing a horrible job with this Mortgage Loan situation and their customer service department. They have made this situation stressful, frustrating, and extremely difficult for me and my family.

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