Consumer complaint received 2019-08-22
Company: Specialized Loan Servicing Holdings LLC
State: SC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
The service of our mortgage was transferred to SLS effective XX/XX/19. We did not receive the letter of notification of change until XX/XX/XXXX ( letter dated XX/XX/19 ). The letter further stated that if a payment was sent to the previous lender it should be forwarded and would not be treated as late. However the entire time of our account with SLS ( approx.5 months ) they have said that we are behind a payment, although every payment has been made on time with the exception of XX/XX/XXXX which had already been sent to the previous servicer as we were not aware of the change. SLS was contacted when we received the first late payment notification in XX/XX/XXXX and were told that it could take up to 60 days for the payment from the previous company to get forwarded and credited to our account. We were still getting late payment calls in XX/XX/XXXX and when I called SLS ( which was multiple times ) I was always speaking to someone different and was told that I needed to do something different ( i.e. just wait for the 60 days, send in proof that payment was sent to other lender, send bank statement for month of XX/XX/XXXX proving that we had not received the money back into our account ), to all of which I complied. After the bank statement was sent I was told that an investigation would be opened and they would contact the previous lender. I called again approximately 2 weeks later ( around XX/XX/XXXX ) when we were still getting late payment calls, and was then told that they do not in fact contact the previous lender that I would have to do this. I was very frustrated because if I had been told this previously I could have been in contact with them and had this resolved. So we contacted the previous lender and were sent the copy of the signed XXXX receipt showing that the payment was sent to SLS and received on XX/XX/19, which was forwarded to SLS on XX/XX/XXXX. When I called back the following week to verify that they had received this information and made the appropriate changes to the account, I was told that the rep could see that the money had been misapplied to XX/XX/XXXX ( before we even had them ) and that she was going to manually change it so that the account would reflect all payments had been made on time and there was no delinquency within 7-10 business days. I thought this was then end of it until we received notification on XX/XX/XXXX that our credit score had dropped 130 points due to delinquency which was the amount of our mortgage. That same day I contacted SLS ( after seeing on their website that the " missing '' payment had been put in ) and was on hold for 20 minutes as a service rep and manager were trying to figure out why there was still a delinquency put on our account and reported to the credit bureaus whenever all monies had been paid and were showing in the account. I was told that I would receive a call back that day but did not. That evening I filed disputes with all 3 credit bureaus. I called SLS back after not hearing from anyone for 2 days and was told that it would be sent to the department that handles disputes and that I would be contacted within 3 business days. We received a voicemail that evening, but are still waiting for full resolution of this.

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