Consumer complaint received 2019-06-23
Company: Specialized Loan Servicing Holdings LLC
State: AZ
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Closing on a mortgage

Complaint:
I have had an existing HELOC that was sold to Specialized Loan Servicing that was sold by XXXX  XXXX XXXX more than 5 years ago. It has been an absolute nightmare dealing with them through their obviously designed to frustrate customers website. 

I recently paid off my loan as the result of a sale and the company has overcharged me and will NOT provide the detail on their charges but will only tell me that the charges are correct. 

A loan payoff was requested on XX/XX/19 and when it was received I questioned the charges and the agent I spoke with agreed that a " Deferred interest charge '' looked to be double counted and they told me a " Ticket was opened ''. I was concerned as we were closing escrow within 10 days ... ..they promised to expedite. 

I reached out again prior to close and got stonewalled ... .. and was only told they were " Working on it ''. I asked to speak with a manager and was told this was not possible. They said it would all get worked out. 

We closed escrow and they were paid off ( more than $ 5K way too much based on my calculations ) and I am a XXXX XXXX  XXXX so I do understand these things. 

They sent me a refund in the amount of {$2600.00} which was received on or around the XX/XX/XXXX. I Called on XX/XX/XXXX and after a very long process of going through their automated phone system I finally got to a representative ( at least 5 minutes ), and spent 10 minutes explaining the numbers and the representative couldn't explain the numbers either ... .just told me that they had to be right!! I asked for a supervisor and was transferred to XXXX ( employee # XXXX ) who was extremely rude and VERY condescending ... ... treated me like a child for even questioning the numbers. She would not even let me finish sentences but finally, when she slowed down I took her through the line items and she too could not explain the charges. 

She said she would have to escalate and would definitely get back to me. I asked for a way to follow-up, direct call in number but was told this is not an option at SLS, but she promised to get back to me quickly. 

Fast forward 1 week and I heard nothing via either email or phone and I called back, again the frustrating automated phone system and got a representative, I asked for XXXX and was told not possible, then asked for a supervisor and was told I needed to go through the issue and again we went through it ... ..amazingly they said I'd have to speak with a supervisor ( Duh ) and was transferred to this time to XXXX ( Employee ID XXXX ) and while she was much more pleasant than XXXX she also was perplexed by the numbers and said she'd have to escalate. I explained that this had happened before with XXXX and her response was .... '' I'm not XXXX and I WILL get back to you. I again asked for a way to avoid the automated front end as was again told this is not possible. 

In any case not only will this company not communicate with me it is also very apparent that this behavior is planned and is a regular part of their business practices. I would additionally opine ( As a XXXX XXXX XXXX XXXX for more than 30 years ) that there is no other conclusion than this company systematically engages in these practices hoping that people will just go away at some point in their frustration ... ..well not me. I plan to take this to the highest place I can find up to and including my elected representatives to see that this behavior STOPS!!!

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