Consumer complaint received 2017-01-18
Company: Specialized Loan Servicing Holdings LLC
State: OK
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
This is a complaint about the " complaint '' that I previously submitted on XXXX/XXXX/XXXX that is still not resolved. See complaint # XXXX. I was hopeful that this bureau actually had some governing power over a mortgage company that obviously has their own agenda and a long track record of dishonorable business practices. Specialized Loan Servicing is a corrupt company that uses unfair business practices and has absolutely atrocious customer service. If I am correct, and they have their own agenda of stealing peoples homes, then I have to say their representatives and supervisors ( I 'm using the term supervisor loosely ) are very good at their jobs. They are outstanding at delaying and misleading the customer. I would actually commend them for being so cleverly unethical if they are in fact trying to swindle home buyers. On the flip side ; if SLS denies they are TRYING to delay, mislead, and take advantage of the consumer ... then well ... I would have to say this is the worst managed and trained staff that I have ever dealt with. The company has NEVER returned a single call, which includes returned calls by specific supervisors and even appointment scheduled calls. This goes beyond negligence and leads one to believe it is a tactic. There is no accountability with miss information that is given to the customer. We were not provided monthly statements with accurate due amounts. The accurate amounts due were not recorded on our account until XXXX/XXXX/XXXX. We did not get a statement at all in XXXX XXXX after completing our Modification Trial period in XXXX XXXX. We signed new loan paperwork and mailed it in the middle of XXXX. It showed our estimated payment including escrow to be approximately $ XXXX/month. Because we did not receive a statement, I contacted SLS and was told by the representative that I did not receive a statement because the loan was now in " underwriting '' due to changes through modification. She told me that I would not have a payment for XXXX. On XXXX/XXXX/XXXX, I received a statement that showed I owed {$6700.00} ( way wrong amount ) for XXXX and another {$6700.00} for XXXX plus a {$190.00} late fee for XXXX. I called SLS immediately and talked to another representative named XXXX, who again assured me that this was just their two entities not talking to each other. He said this bill was not accurate. He assured me that he could see from the modification on file that my payment was now {$5000.00} and that the first payment was due on XXXX/XXXX/XXXX. He added that he was positive their was no payment due for XXXX. He " advised '' me to send only the {$5000.00} and to ignore the earlier statement. This was all corroborated by a supervisor by the name of XXXX with ID # XXXX on XXXX/XXXX/XXXX after he had listened back to the tapes and admitted that both representatives had told me that I had no payment for XXXX. XXXX has since avoided my calls and refuses to call me back. The latest was this Friday, XXXX/XXXX/XXXX, at XXXX when a representative told me XXXX was on another call and he would call me back after he was done with that call. It is now Tuesday evening, XXXX/XXXX/XXXX and still no call. This is just an example of the disregard for customer service and lack of professionalism with this company. We have counted nine times that they have not called us back when promised and once they even hung up on us. When we complained about that a week later, they replied, " we must have gotten cut off ''. Why did they not call me back? They verify EVERY number I have EVERY single time I call before the conversation even starts! This company is beyond abysmal! 

Finally, they have sent a " Notice of Intent to Foreclose '' with a deadline of XXXX/XXXX/XXXX. We believe they are deliberately drawing this out so they can foreclose on our property. Can you actually step in and help? If not, let me know if you are powerless and we will seek legal representation.

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