Consumer complaint received 2020-10-29
Company: Specialized Loan Servicing Holdings LLC
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
SLS Mortgage has been adding nondescript fees/assessments to my mortgage for no less than a year a year is the lower bound discovered so far. 
1 ) I am one month behind on my mortgage XXXX XXXX is owed XXXX but SLS refused to accept the payment and insisted that two payments be made this month.

2 ) Approximately two months ago {$1000.00} was assessed/fees showed up on my mortgage bill without explanation -- - but I paid {$500.00} with the intent of paying the remainder the following month. When I realized I didnt know what I was paying for and the information online was useless I contacted SLS ; the matter remains unresolved. 

Two weeks ago, {$500.00} in these nondescript fees were outstanding. Between XX/XX/XXXX and XX/XX/XXXX another {$500.00} in nondescript fees/assessment has been added so the nondescript fees are up to {$1000.00} again. SLS is trying to foreclose it cant be accomplished when I pay the mortgage so SLS is creating s fees/assessment sans explanation. I doubt SLS will allow me to respond with information to demonstrate line by line how baseless these nondescript fees/assessments truly are. If they are legitimate, I will pay but I am 99 % certain these assessments/fees are illegitimate and have no basis in truth or fact. 

Although I am ONE month behind as XX/XX/XXXX and attempted to pay the mortgage it was refused : my payment for XXXX payment will not be accept this month. I will be 2 months behind and then with 5 days, 3 months behind. SLS refused my XXXX payment on XX/XX/XXXX. An unending and inexplicable cascade of assessments and/or fees are being placed on both my mortgages. The larger mortgage has the most significant fees. I have not failed to make a payment as scheduled or cancel and reschedule when necessary, in ADVANCE. This month the mortgage company doesnt accept my XXXX payment but within the last 8-12 weeks more than {$1500.00} in fines/assessment have been added to my account and these fees/assessments are wholly unknown and unexplained I do not believe I owe any of this as I pay late fees with the payment. XX/XX/XXXX I was advised that late fees arent been charged to customers at this time -- - that is not reflected in my account. The customer service representatives ( CSRs ) give no help as they seem as uninformed about SLS business and reasons for various actions such as fees/assessments. 
The mortgage company is refusing my payment for XXXX as of XX/XX/XXXX. This is important because there is a standing grace period until the XXXX of each month. However, on XX/XX/XXXX the supervisor, as I was told ( by employee # XXXX, XXXX XXXX, had to modify the payment I scheduled online. The supervisor ( employee # XXXX, XXXX XXXX refused to give her employee number more than 4 times, and then refused to cancel the scheduled payment UNLESS I agreed to pay both the past month and current month. Meaning, I had to agree to either pay nearly {$4500.00} or {$3900.00} XXXX XXXX and XXXX XXXX within the next two weeks by XX/XX/XXXX. 

As of XX/XX/XXXX I do not anticipate the funds and phoned SLS to request cancellation of payment for {$3900.00}. I called to request cancellation on XX/XX/XXXX at XXXX XXXX and promised to pay regular mortgage for XXXX of {$1900.00} the following day -- payday. But I communicated my intent to firm confirm or disprove the increasing nondescript fees/assessment before those payments would be made. XXXX ( employee # XXXX XXXX indicated she was unable to get the payment changed from pending to cancelled the call was an hour. I phoned at XXXX to check status change as XXXX indicated the system was not updated and did not show cancellation of the schedule payment for {$3900.00}. So, when I phoned at XXXX I spoke with XXXX XXXX employee # XXXX XXXX and she advised me that she could not get the transaction cancelled. Nowhere on SLS online payment section does it indicate, mortgage payments scheduled online could NOT be modified or cancelled online after submission. The end user must call and effectively plead with supervisors to modify any errors or needed changes that end users have made online. 

I've been paying nondescript and truly unknown fees/assessment until I realized this was a pattern and I that I didnt have answers for the extra costs which are significant I dont know what I am being asked to pay for. I do not have extra income from 2nd job so it is untenable to pay anything out of the standard mortgage payments. And each time I addressed the nondescript fees/assessment, customers service agents offered various explanations/information, I requested the information in writing and was told " research '' would look into it. After several weeks, on XX/XX/XXXX I was finally told I would have to submit a request for the explanation in writing and submit it to a PO Box -- no physical address could be or was available, only a PO Box . Verification of receipt is dubious. 

I have communicated need for explanation before paying these nondescript fees/assessments but that isnt the way SLS does business and has communicated XXXX XXXX, employee # XXXX ) SLS intent to begin foreclosure proceedings XX/XX/XXXX. 
Because my payment is being refused and nondescript and expensive fees/assessment are escalating there can only be one outcome anticipated by SLS -- - foreclosure. While I can bring the account current within 3-4 months and should have resolution concerning the fees and assessments SLS is conducting business so as to ensure foreclosure. I will have to make three payments next month to forestall foreclosure proceedings AND SLS will insist that the fees/assessments also be paid. 

Why is the mortgage company coming on my property and documenting false information, checking my doors and windows and documenting gas off when that isnt and wasnt true? Is that legal? The document was downloaded from my account. 
SLS wants to foreclose on my home using any means available to them. 

This is reminiscent of XXXX XXXX in XXXX.

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