Consumer complaint received 2023-03-03
Company: Specialized Loan Servicing Holdings LLC
State: GA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Loan # XXXX RE : XXXX XXXX My name is XXXX XXXX. I need someone of authority to reach out to me A.S.A.P. I spoke with XXXX XXXX claimed to be a supervisor ) last week. XXXX is very unprofessional and does NOT need to be a supervisor, she discriminates against borrowers receiving assistance Please pull all 3 calls with she and I. I do get irate but its because she isnt looking into the facts, and she takes this personal and shes mad I cursed her out.. This is business, not personal. I have made several attempts to find a manager over her but she makes it her business to not let anyone talk or respond to me, only her and this is unfair. I need a real manager reach out to me PLEASE! A supervisor shouldnt do the things she has done. The funds have not been allocated to how HAF intended. They have not taken funds from Principal and apply to the payments. The put funds towards my escrow, which I did not request. I spoke with XXXX when loan first transferred and the call was recorded, I advised her not to process anything to escrow unless its the {$790.00} they posted to fees ( which XXXX told them to do, not HAF ). XXXX should not be a manager, she is horrible. She has very poor customer service and have a customer is wrong, she right attitude. She was nice at first and soon as she saw the funds were from HAF, she instantly stop reviewing the loan when initially she stated she would research. She called me be in a minute and said she see funds are from HAF and everything is posted as it should. She didn't research anything. She discriminated against me because I get public assistance to pay my mortgage. Knowing that changed her entire demeaner towards me. Listen to the last 3 calls with XXXX, you'll see. She has belittled me and I'm so tired of it. She isnt trying to assist me since funds came from HAF. 

I need my XX/XX/XXXX payment posted as HAF intended with the funds you received. Not how a discriminatory manager XXXX is, she needs to be fired. She makes me feel less of a person because I get public assistance. I'm tired of going back and forth with everyone and I'm getting nowhere. My current due date should be XX/XX/XXXX once payment is posted that you choose to apply to escrow and principal. 

I got this message below on XX/XX/XXXX and as of today, nothing has been updated because of the XXXX lady. Her demeanor is not to help people getting assistance. I have included my agreement with HAF so funds can be allocated the correct way. I also had additional funds in unapplied that has disappeared. 

Specialized Loan Servicing to : XXXX XXXX XXXX XXXX  Thank you for your inquiry. As I attempted to explain the posting of funds were as instructed. There was a reversal completed on XX/XX/XXXX, in the amount of {$3000.00}. These funds posted towards XXXX payment for {$1400.00}, escrow for {$700.00} and the remaining {$940.00} is in the suspense account. You requested the escrow funds be reversed and reapplied towards XXXX payment. The estimated turn around time can be 3 business days. Escrow activity will not show up online. This can be seen by requesting a payment history or viewed on the billing statement following the transaction. If you would like to put a Cease & Desist on all phone calls, please send in your request to XXXX. In addition, your abusive language will not be tolerated. If you need additional assistance all phone conversations, emails or chats will have to stay professional. Thank you XXXX teller XXXX SLS accepts calls from relay services on behalf of hearing-impaired borrowers. If you have questions that are general in nature, you may utilize our new virtual agent, XXXX. Simply click on Ask XXXX wherever the banner appears. A dialogue box will populate allowing you to pose your questions. XXXX will search our database and provide you specific information without the need to search the site. BANKRUPTCY NOTICE - IF YOU ARE A CUSTOMER IN BANKRUPTCY OR A CUSTOMER WHO HAS RECEIVED A.

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