Consumer complaint received 2019-08-14
Company: Specialized Loan Servicing Holdings LLC
State: WA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/2019 I made a mortgage payment to Specialized Loan Servicing # XXXX, on XX/XX/2019 I had a payroll check bounce to me which caused my account to be in the negative, I contacted SLS and informed them of the situation and that the payment I had just made might bounce and I wanted to make another payment from a different account in order to ensure no late would occur on my loan, XXXX from SLS on the phone told me that this was not necessary and that if a payment was returned they would repost it and I could ensure the funds were available. On XX/XX/2019 my payment to SLS bounced and I called again to inform them of the situation, I then made arrangements for a new payment to post on XX/XX/2019 when my payroll check was made good, I also set up another payment for XX/XX/XXXXto be taken out on the XX/XX/XXXX. SLS took out both payments, these payments were the first to pay for the XX/XX/XXXXpayment that had bounced, and the second payment on XX/XX/XXXX was for the XX/XX/XXXXpayment, I was not late at any time for XX/XX/XXXX. I then made a XXXX XXXX payment on XX/XX/2019 for the XX/XX/XXXXpayment after talking to XXXX at SLS who informed me that I needed to send a payment via XXXX XXXX in lieu of paying over the phone, I asked him why I would need to do this and he stated that the payments I made in XX/XX/XXXXwere incorrectly posted and being held and he was taking care of this to ensure the problem was fixed. 

On XX/XX/2019, I talked to a XXXX at SLS who informed me that they were refunding me my two payments I made in XX/XX/XXXXand then going to require me to then send them again XXXX XXXX, I was shocked at this and asked him to clarify how they could justify refunding me payments that they had set up with me, received, cashed, and taken from my account and then tell me that they would refund me these payments and require me to then send them again which would cause me to then be late and they would then add on fees, and collection notices. I asked him when this would be happening and he said it would take two weeks, I pointed out to him that at this time I was current and paid ahead on my mortgage and that if they then refund me two payments and then take two weeks to return those funds that would cause me to be late again, and would cause me undo financial harm since I had in fact made those payments. He had no explanation and told me he would escalate the situation to management which would take two weeks for them to respond. 

Now on XX/XX/2019, SLS has reported to my credit report ( 2 ) 30 day lates, and ( 1 ) 60 day late when in fact I have NEVER BEEN LATE! Due to the late 's reported to my credit I was contacted by XXXX XXXX XXXX XXXX and they informed me that because of the late reportings to my credit report for my mortgage by SLS that they cancelled my credit card. I was also contacted by XXXX XXXX  where I have a XXXX XXXX Line of Credit  and they also informed me that my Line of Credit which I use to XXXX XXXX as a XXXX XXXX has been cancelled due to the lates that SLS has reported showing me with ( 2 ) 30 day lates and ( 1 ) 60 day late. This is devastating I have now lost my ability to obtain building supplies and I have lost more than {$15000.00} in income for this month alone without the ability to perform. I have lost my credit card that I use for expenses of my job due to the misrepresentation by SLS. 

SLS has committed Predatory Lending Practices by these actions, they have erroneously reported my as late when I am not, they have harassed me by taking funds from my account on time and then trying to tell me they will eventually refund me those funds yet now report me as late. They have damaged my credit, and seriously damaged my ability to earn an income with their actions. 

I have attached all payments showing posted to my account to verify that SLS has in fact received all payments on time and that SLS has no basis for these claims.

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