Consumer complaint received 2020-04-28
Company: Specialized Loan Servicing Holdings LLC
State: MD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My husband and I have a mortgage loan with Specialized Loan Servicing LLC. I always send my check in along with the mortgage bill as soon as we get it each month for the payment due the first of the following month. I sent the XX/XX/2020 payment check by mail on XX/XX/2020. The check has never been cashed. When you call, an automated line verifies your phone number for a call back as you can not talk to someone until and if you get a call back. I had four people call back only to have an open line but they did not talk, but I kept saying hello 5 times each time only for them to hang up on me. Finally I got XXXX on XX/XX/2020 to have her tell me she was working from home and that the check maybe laying in their lockbox in California. I did not even know my check was not cashed until I finally was able to get back into my online account. I asked for a mgr. I was promised a call back from a manager. I did not get one. I did get a online message on our acct that stated the " letter '' ( not my check ) was probably lost by the postal service. I also told XXXX we did not receive our May statement either, but she stated they do not go out until the XXXX of each month. However I explained to her to look at our payment history which we have never made a late payment and in fact most of our payments posted before the XXXX which means we got our statement and sent the check, and the payments posted on or before the XXXX which means the statement usually go out before the XXXX so that statement does not bear the truth. I was told I need to make a payment by XX/XX/XXXX as I was promised if I do so I will not be charged the late fees that had incurred. I was also promised an email with my XXXX statement which neither of those have occurred either. I sent a message to the CEO XXXX XXXX on linked in. He did not respond however I got a vm today to call the escalated team and a phone number, but I could not make out the lady 's name. I called but it stated the agent assigned to my account was not available but to hold and I would get another available representative from the escalation team. I tried this all day today after the voicemail but got no one. This is impossible horrific disgusting lack of any customer service. I do not know if payments are not being processed, but I stopped payment on the check I sent on XX/XX/2020. Now I was told to make a payment by bank debit card which I want to do but I need to get someone to speak to in order to do this and not have the late fees in the payment as I spoke with c/s rep " XXXX '' and her supervisor " XXXX '' both stated I will not have to pay the late fees as long as I call in with my bank debit card information by XX/XX/2020. This is impossible. I will try again tomorrow. It is awful that you can not speak to someone and when they leave a voicemail it is almost inaudible. I could hear enough to get escalated and the phone number and XXXX XXXX, which was enough to know who was calling and it is a different phone number than their regular c/s, but it does me no good if I can not once again speak to someone. They are a loan service company but doing anything but servicing our loan. It was fine in the past, but all of a sudden things are done to no servicing, no c/s and payment not posted and the c/s rep XXXX is working out of her home in XXXX, Az and state the payment may be in the lockbox in California?? Why?? Perhaps no one is working to process the payments?? What is happening that they state they have u tube videos on their automated line, you need to have an automated verification of your phone number to get a call back and hope they do not hang up on you multiple times. This is unacceptable to say the least. Our loan number is XXXX. We did get a statement in the mail yesterday stating our XXXX payment is late, but they could not send out our XX/XX/2020 statement, nor did they email the XXXX statement as requested? This just is never ending. This again is totally unacceptable and will not be tolerated. I can see by many postings on XXXX  and other sites how many complaints they have and did not know until I was having problems. I XXXX the name of this company and all sorts of problems came up concerning them. They need to get things going right or shut down and our loans serviced by a company that can do them right and have phone c/s where you speak to representatives, not callbacks without even speak to someone when you call the first time. I want results and good results not broken promises or a chain of no callbacks, nor any emails or no check cashed and maybe laying in a lockbox which is now a stop payment check.

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