Consumer complaint received 2018-02-16
Company: Specialized Loan Servicing Holdings LLC
State: VA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My mortgage is a 10 fixed / 30 year mortgage. It was originally serviced through XXXX XXXX/XXXX XXXX XXXX ( XXXX  ) where they allowed me to set up bi-weekly payments that were withdrawn automatically from my account. After the 10 year term was over, my mortgage was transferred to SLS Mortgage. I asked to set up the bi-weekly payment ( where my mortgage would essentially be split in 1/2 and i would pay 1/2 my payment on the XX/XX/XXXX and the remaining 1/2 balance at the each of each month - similar to what i had set up with XXXX/XXXX ). SLS advised that they would need to charge me to set this up so i set this up with my bank instead. I paid XXXX on the XX/XX/XXXX and XXXX the XX/XX/XXXX of month. Recently my mortgage went up slightly due to escrow increases due to my homeowners so this amount has slightly changed. Since my mortgage was transferred to SLS, i have had continuous issues when i call in on a monthly basis to have both my payments made ( the XXXX and XXXX combined and removed from their suspense account ) to be applied to my current payment due date - of which i am never late. I have been calling in monthly since my loan was transferred which has now been perhaps 2 years. Over the course of this time, they have taken some of my payments ( either XXXX or XXXX and applied to principal which i have asked them to reverse ) but in some cases they have told me that they can't and i would need to pay another similar amount in order to not be considered late on my payment. They have also started charging me late payments and when i ask them why, they have repeated stated that they will continue to charge me late payments ( even though i am paying on time ) simply because i am paying partial amounts and they will continue to do so until i change my method of payment to pay once monthly since their system is unable to support my payment style. Can someone please look into this concerning matter. In the beginning of my mortgage transfer, i had them note my account that i would be paying separate payments. I call in every month to have my payments reconciled and have had several agents tell me on the phone that my payments have been applied correctly only to find out that the agents processing my payments have still not processed my payments correctly where some of my payments are going to principal. Lastly, once my 10 year arm was expired, i called customer servicer and was told that my mortgage payment would increase to 2800ish that would include my estimated escrow. My mortgage increased dramatically and when i attempted to resolve with them, they stated that they would not go back and review calls made to reconcile whether the increase was accurate - i called several times during a course of perhaps at least 6 months on this issue. Any assistance in this matter would be greatly appreciated. 

A fair resolution would be the following : 1 - reverse all late payments since i have not been late, i have always paid on time and it is SLS who has misapplied my payments and at times even forced me to pay part of mortgage again. 

2 - allow me to continue to pay my mortgage split into 2 payments which are always paid on time.

3 - transfer my mortgage to another actual bank that can support my payment style.

4 - have SLS confirm that my rate increase from 1 1/2 years ago was accurate, i believe that the increase is incorrect based on what i was communicated by the customer servicer agent that gave me my estimated payment increase that included escrow.

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