Consumer complaint received 2020-02-24
Company: Specialized Loan Servicing Holdings LLC
State: IA
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process

Complaint:
I took out a home equity line from XXXX XXXX  which was originated and serviced by a third party on their behalf. Everything was fine for some time but then I noticed an approximate $ 10k increase in the account that was not accounted for. I repeatedly tried to get information on it through their online system and through talking to them on the phone. I requested a copy of any proof of disbursement and they would instead send me statements or other stuff that wasn't what I asked for. Each time I was told it would take a while to fulfill my request so months would go by and I would receive nothing or I would receive something I hadn't asked for. Eventually XXXX moved the servicing around so I could no longer get into that system and had to track down who was servicing the account. They also didn't process a change in address I had provided so they were not mailing to my new address. As I was disputing the balance with them, XXXX sold the servicing again and I received two different letters one saying it was sold and then another saying it wasn't but then started getting messages from Specialized Loan Servicing. I tried to talk through the issue with them and got no response until I finally reached out to their president. I let him know of the dispute, the fact they were violating my FDCPA rights trying to collect without addressing the dispute and violating my FCRA rights reporting it as not paid when in fact I had been making payments to XXXX  and disputing the balance. The President of SLS said he would have someone look into it but nothing was done until I repeatedly reached out to him. At that point they again kept sending me documentation that wasn't what I asked for and informed me that XXXX had not provided them with the full documentation for the file. I went to XXXX  noting that someone needed to get me the proof of disbursement or I was going to report all this to the CFPB and they informed me that the third party they  had originating and servicing the loan did not have full documentation for my loan and a number of others. I requested the $ XXXX be credited back to the loan and XXXX said they could not do that because they sold it. I informed the President of SLS about what I found and he went silent. I also asked him about a payment I made which was returned to my bank and he said he would look into that. He's never gotten back to me although I've reached out to him a number of times and no response. Someone named XXXX from their escalation department called me while I was out of the country and I returned her call but she is not returning my calls and no one at SLS is doing anything to address all this but still has collection people calling me in violation of the FDCPA. Further they continue to report derogatory information on my credit bureau and even reported to the credit bureau they had resolved the issue with me which is clearly not the case. They have had a huge negative impact on my otherwise stellar credit report which has caused significant financial harm to me as a result of the violations of XXXX and SLS of my rights under the FDCPA and FCRA.

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