Consumer complaint received 2023-04-20
Company: Specialized Loan Servicing Holdings LLC
State: AZ
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process

Complaint:
XX/XX/2023 I recently was approved and received a loan from XXXX XXXX. The loan is now serviced by Specialized Loan Servicing , LLC in accordance to a letter that I requested as a welcome dated XX/XX/2023, but received at the end of XXXX after placing a call to XXXX XXXX on XX/XX/2023. At the time of the processing of my loan, the date for my payment was the XXXX of the month. This was set up as ACH. 
Summary of Activities : On XX/XX/2023 I called XXXX XXXX at XXXX spoke with XXXX to indicate that I wanted to verify when my payment was due and the exact amount. XXXX provided me the date of XX/XX/2023 and the amount. 
My payment was processed from my account in accordance to the XX/XX/XXXX established at the time of the processing of my loan. 
I received a statement ( See attached Exhibit A ) that indicates I am past due on my loan. My loan can not be past due as the first payment was due on the XXXX of the month. 
On XX/XX/2023 I called and spoke with XXXX ID XXXX XXXXXXXX, XXXX indicated I was not late, however my statement is showing I am past due and delinquent on my payment. I explained that this would also report negatively on my credit report. I further explained that this should be corrected. I was told that this could not be corrected. I requested to speak with a supervisor to state my case. XXXX, indicated he would send me to his supervisor XXXX. XXXX indicated XXXX could not send me to anyone else and/or schedule a call back from someone within the organization. 

XXXX indicated I am not late ; this is how it shows on the statement. This is not satisfactory for me and appears as if I am negiliant in my financial responsibilities. I am not comfortable with someone telling me I am not late and documentation shows otherwise. I later spoke with XXXX ID # XXXX whom indicated once again I was not late, but if I wanted to change my payment date to match there statement date I could. This is not effective customer service when the client is being penalized based upon information provided at the time of the loan closing. I was told through Achieve to set my loan ACH for the XXXX of which I did and followed instructions. Specialized Loan Servicing indicates this is the last day of the grace period and the statements go out before that date. There has definitely been miscommunication, lack of communication and erroneous communication to me as a customer. Therefore, why would I need to change my due date. 

Additionally, I was told there was not a physical address to submit a Qualified Written Request as I wanted to ensure that someone would receive and sign for my notification. Secondly, I was told I could not send the qualified written request through the email that was sent to me, and third, I was told that I could not fax my Qualified Written Request to anyone. The only place to send it was to the XXXX XXXX XXXX file and there is no guarantee that someone would get it. Again, why send a Qualified Written Request if there is the possibility that it will not been seen, and/or concerns addressed by anyone. 





Thank you,

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