Consumer complaint received 2017-11-21
Company: Specialized Loan Servicing Holdings LLC
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
Our mortgage loan was flagged as a bankruptcy account and monthly statements/payment vouchers stopped. In Spring of XX/XX/XXXX I placed what I thought to be just an FYI phone call to Specialized Loan Servicing and was informed that we stopped receiving the statements because Bankruptcy accounts do not receive vouchers. I informed the company that myself nor my husband had filed bankruptcy and assured them I had no idea what they were talking about. I was then informed Specialized loan servicing received documentation in XX/XX/XXXX that my husband filed bankruptcy and they would need to phone and speak with him .When Specialized loan Servicing phoned him, the woman on the other end explained " the error '' to my husband and stated that a man with the same first name and same last 4 digits of his social security number filed bankruptcy in XX/XX/XXXX and by this excellent method of investigation and documentation, our account was flagged. When he asked how this could happen her response to him was " well it 's almost the same '' meaning the name and the last 4 social security numbers -- HARDLY! We were never notified of this change and had I not phoned the company in XX/XX/XXXX have never known of this outrageous error. The woman informed my husband that after further investigation he would be phoned back, this never happened and for the next year and a half following I would make multiple follow up phone calls to get this entire error cleared up. In the beginning of the year ( XX/XX/XXXX ) statements resumed however upon review I noticed there were late charges on the account. I phoned the company and inquired, I was informed during the process of not receiving statements there was a change to the monthly amount due. All this time I had been copying the last statement ever received and sending it along with my check every month for reference and during my many phone calls not one person ever informed me I was actually sending a shortage every month and how this was affecting our account. Again after this phone call and going through the entire saga again I assumed things would be corrected and shortly after ( spring ) Specialized loan servicing sent us a letter explaining the error had been corrected. In XX/XX/XXXX we began the process of a new home purchase/loan and it was then that XXXX XXXX XXXX informed us our credit report reflected 4 months of late payments and requested an explanation. In XX/XX/XXXX I again phoned Specialized loan Servicing and spoke to another person before being transferred to the escalations department and spoke with a very rude and un-sympathetic individual named XXXX. I explained my situation again and she stated I would get a follow up phone call in a few days. I assumed again things would be resolved however in XX/XX/XXXX when XXXX XXXX XXXX again ran our credit report nothing had been corrected. I again placed a phone call to Specialized loan servicing and spoke with XXXX in the escalations department again as she rudely explained as far as Specialized loan servicing was concerned they had corrected things on their end in regards to our account and if I was in disagreement I had to fax a letter to the Disputes Department. On XX/XX/XXXX, I faxed this letter along with my documentation and concerns as well as the emails from XXXX XXXX XXXX. And my urgent request to have this corrected ASAP because not only is this affecting the new home loan but we are in jeopardy of losing this house. This afternoon, XX/XX/XXXX, I followed up because I have not received a response. I phoned and spoke with XXXX who informed me a letter was mailed out on XX/XX/XXXX but she could not tell me exactly what was in the letter. She asked if I wanted to speak with someone in the Escalations Department and spoke with XXXX who explained I was mailed a letter of acknowledgement and a further investigation will be done into our account and someone will be in touch with us. 
I explained to her how I feel no one appears to be taking my concerns seriously and how our credit report needs to be corrected ASAP and oddly after maybe a 10 minute conversation our telephone conversation was cut off? 
We feel this company made a huge error which is greatly affecting our livelihood. They lack the ability to see how serious the error really is and our requests for quick action unheard.

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