Consumer complaint received 2019-12-17
Company: Specialized Loan Servicing Holdings LLC
State: CA
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process

Complaint:
I had Home Equity Line of Credit with XXXX  XXXX XXXX which was modified on XXXX. On XX/XX/XXXX I received a letter from XXXX  XXXX XXXX notifying me my loan was sold to Specialized Loan Servicing. On XX/XX/XXXX I received a letter from Specialized Loan Servicing notifying me of the transfer of the service of my loan to them. I received a statement dated XX/XX/XXXX for my first payment with an interest rate of 2 %, that is the interest the loan had with XXXX  XXXX XXXX. I did not received an statement for XXXX, when I check the Specialized Loan Servicing website it showed my payment to be {$140.00}, which was the right amount with an interest rate of 2 %, which I made on XX/XX/XXXX.On XX/XX/XXXX I still have not received an statement, I went on the website and it showed my payment for the month of XXXX to be {$340.00}. I called customer service and was told my loan had a variable rate. My loan had a fixed rate of 2 % until XX/XX/XXXX, and after that a fixed rate of 4.25 % .On XX/XX/XXXX I called XX/XX/XXXXXXXX XXXX and they faxed a copy of my note to Specialized Loan Servicing, I also emailed a copy of my note, and sent it by regular mail USPS , and also send a letter requesting Specialized Loan Servicing to send me a copy of any and all documents they had to determine the interest rate of my loan.As of today XX/XX/XXXX I have not received any documents. On XX/XX/XXXX I checked the website again and the amount was still {$340.00}. I called customer service and was told they received my loan documents but did not know why the payment due still showed {$340.00}. I sent a payment for {$150.00}, which is more of what the payment should have been on XX/XX/XXXX and it was cashed on XX/XX/XXXX. On XX/XX/XXXX I called customer service again and asked to speak with a supervisor, was told none was available but I will get a call back, I did not received a call back. On XX/XX/XXXX I called customer service and asked to speak with a supervisor, was told none was available and I was going to get a call back. I did not receive a call back. On XX/XX/XXXX I checked the website and it shows I owe {$520.00}. I called customer service and was told the amount is {$190.00} from XXXX ( the {$340.00} minus the {$150.00} payment I made ) and {$320.00} for XXXX.I asked to speak with a supervisor and again was told none were available and I would get a call back, I requested a copy of the phone conversation since it was being recorded but was told I could not have a copy since it was an internal document, also I asked for a phone number for headquarters and was told the company headquarters was in XXXX. 
Specialized Loan Servicing bought the loan from XX/XX/XXXXXX/XX/XXXX XXXX with a fixed rate, they can not change the terms of the loan. Please I ask your assistance with this matter, I do not what else to do. Thanks.

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