Consumer complaint received 2019-04-17
Company: Specialized Loan Servicing Holdings LLC
State: KY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My bank XXXX XXXX XXXX sold to XXXX XXXX XXXX  somewhere around XX/XX/XXXX. All transfers and bank transactions went well until it came to my mortgage. XXXX XXXX XXXX the new bank had my mortgage but then sold it to another company XXXX XXXX  which is called specialized loan servicing. WWW.sls.net. On XX/XX/XXXX this was the start date on my new mortgage account with this company. I paid my payment bi-weekly with my old bank XXXX XXXX   and on XX/XX/XXXX half my house payment was made to XXXX XXXX XXXX. On XX/XX/XXXX I checked with SLS and they stated that they did not show any transaction in the amount of {$360.00} which is the amount in question but I was also told that it could take several weeks for all transactions to complete. The representative told me someone would call and verify the information when completed. I waited until the end of XXXX without hearing from anyone I called and was told that they would need to see a bank statement from my bank showing the transaction. I contacted my bank and had them send a copy of my bank transaction and on the statement it clearly shows the amount of {$360.00} being taking out of my account. I waited about a week and called them again and was told that someone would call me that they were looking at my account and that someone had been assigned to it. One week later this being about the second week of XXXX I received an escrow analysis from SLS stating what my payments would be starting XX/XX/XXXX. The amount stated was almost {$100.00} less per month. my payment usually was {$730.00} per month now they were saying it would be {$630.00}. I have my county taxes and city taxes escrowed and have since XXXX so I new that it was not correct. I called SLS finally reaching someone in the escrow department and they stated that I had no deduction for my escrow account but after I told them I did they said they would look into it again and would contact me in a few days and also send a new escrow analysis. Which I still have not received nor received a phone call While I had the representative on the phone she transferred my to another department so I good inquire about my missing half payment. I was connected with a gentleman who stated that they had looked at my account and bank statement that I sent and could not approve anything because I need more evidence that I did not receive the money in question. At this point I asked to speak to a supervisor and was told that one would call me back in three days on a Monday which of course they didn't I asked the representative what I was suppose to do and was told probably get unedited bank statements and send them and they would look at it again. I contacted XXXX XXXX again and told them what was stated to me by the SLS representative and XXXX XXXX XXXX   said she would send several months of statements showing I did not receive any money back. Its now the XX/XX/XXXX and I have not heard from SLS in any form or fashion. I've called all the customer care numbers for SLS and after getting through all the log in and verification process you get a recording stating that they are in in a meeting call back in thirty minutes. this has been since Monday XX/XX/XXXX. I am current with my payments paying the amount of XXXX a month which I don't know is too much not enough or what. I've reach the end of my rope with this situation. Its been almost three months and still I'm no closer to finding out where I stand. I could have picked my own mortgage company and been done way before now. please help me.

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