Consumer complaint received 2019-09-12
Company: Specialized Loan Servicing Holdings LLC
State: AZ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I have had multiple issues with my mortgage company servicing my loan Specialized Loan Servicing. I am currently trying to refinance the loan and they are not working with the new mortgage company. 

Issue 1. I got the loan back in XX/XX/XXXX. I attempted to set up ACH automatic payments right away and was told I could not and would have to way 6 months before I could. In XX/XX/XXXX I went on the website and set up ACH automatic payments. Come the beginning of XX/XX/XXXX I received notification that my loan was past due. After getting this notification I immediately called SLS and asked them what was going on and why my ACH wasn't happening. They said they did not see it setup. I immediately paid it the balance due and from what I recall they told me they would look into it. I also asked to make sure we get the ACH setup and was told we couldn't because My loan was past due. At the beginning of XX/XX/XXXX I went on a cruise and didn't hear anything back before I left and then completely spaced it afterwards. 

Issue 2. Fast forward to now. I am trying to refinance my loan now that I have a more stable income and am working with Quicken loan and they told me that SLS is not reporting my loan to my credit and they also asked why there was 3 payments made in XX/XX/XXXX. They said that this will hold of the loan if SLS is reporting the payments over 60 day late and would disqualify me. XXXX Said they have tried to contact SLS multiple times when no success. I called SLS on XX/XX/XXXX to get these answers myself. When I asked why they said they did not know why it wasn't being reported and I asked how the Missed payments in XX/XX/XXXX and XX/XX/XXXX would reflect and also mentioned to them I never hear why the ACH did go through. They said they would have a Manager contact me. I have not heard anything. I called again today XX/XX/XXXX and I asked for a supervisor and the lady I spoke with said that there is not one available. She asked if this was in regards to my loan not showing up on my credit and I said yes among the issue back in XX/XX/XXXX with the Auto payments and why this never was looked into etc. She said she would escalate the issue immediately and she forward my phone call to another number that Said they were currently closed and to try back later. I was unable to leave a VM. 

They have failed to follow up with me to help me understand why my automatic payments didn't go through and did nothing to help rectify the situation and now they have failed to follow up with me of why things aren't be reported to my credit and why they have not followed up with the company I am trying to Refi with. They have also failed to provide me with all correspondence sent to me. 

Also SLS has failed to return calls to the mortgage company I am attempting to refi with which is XXXXXXXX XXXX. SLS is not providing the servicing duties and for the lack of better wording is not doing their job.

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