Consumer complaint received 2023-02-06
Company: Specialized Loan Servicing Holdings LLC
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
CALLING ALL SLS Mortgage CONSUMERS. I have e-mailed ( recognized as written request ) Specialized Loan Servicing ( SLS ) of XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, CO XXXX to REFUND for the {$75.00} I paid included in my mortgage payment on XXXX. They billed me XXXX XXXX XXXX XXXX XXXX XXXX Charge each {$75.00}, I DID NOT Need this since I was speaking to them every month ( paying my mortgage end of the month ) and all the calls we had are recorded and I told them each time this was my homestead and only residence and I was not leaving. Every single month and their calls are recorded and the evidence is there. Those {$75.00} charges are fraudulent, unauthorized, unnotified, unapproved and illegal ( my property was not in danger of abandonment or otherwise at since the XXXX  I caught up and paid everything from COVID in full plus all the added charges they put on including a {$200.00} XXXX XXXX XXXX fee in XXXXXXXX  ). 

For two months now I have demanded copies of pictures, surveys, invoices I ever authorized, they noticed me about or otherwise. They can not legally take unilateral action and then allege it is true with no supporting documentation and then pass the bill to me when this was never done and never necessary for my condo. I demanded copies of any and all documents they are using in an alleged property preservation with basis, legal reason and requirement of necessity and no one has sent me anything. 
the last e-mail I got they told me to send it in writing ( which e-mails are recognized as written request ) but to mail it in and I did, to no avail. I had requested to get a call form management I have spoken to three managers and now 1 month waiting for another manager because each time they give me a different excuse and the last two recorded calls with the manager specifically said there should NOT have been a charge of ADVANCE EXPENSES NOR ABANDONMENT since my records reflect the trouble was in COVID and payments are always at the END of the month and none past 30 days. They STILL have not REFUNDED MY MONEY nor have they provided any type of documentation of who ordered this fraudulent charge on my account, who they allegedly paid it to illegally cause it was not necessary, any invoices, signatures, deposit or payments and this is just deceitful practices, defrauding consumers at their whim. 

I did a social media blast and realized by the responses this is a popular practice they employee each year with numerous consumers and a class action attorney is being consulted since this is an apparent continual pattern of SLS and they refuse to refund the improper charges and even have attempted to foreclose on a few loan holders. Like my case they all have been in contact constantly and their phone calls are recorded and they too have advised it is their homestead. Proof is in the calls thankfully recorded by SLS.

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