Consumer complaint received 2018-10-31
Company: Specialized Loan Servicing Holdings LLC
State: WA
Product: Debt collection
Sub-product: Mortgage debt
Issue: Took or threatened to take negative or legal action
Sub-issue: Seized or attempted to seize your property

Complaint:
XX/XX/XXXX Saturday Received and opened 2 letters ( dated XX/XX/XXXX and XX/XX/XXXX ) from " Specialized Loan Servicing '' regarding rental property address XXXX XXXX XXXX XXXX, XXXX, WA XXXX owned by me. This was the first letter and notice that I received. 
I did not recognize the name of the company as in the past the Letterheads stated " XXXX XXXX. '' the letters stated that they were debt collectors, talked about bankruptcy, loan assistance and honestly confused me as to their nature. 
XX/XX/XXXX Called monday morning at first available opportunity ( talked to XXXX XXXX  ). Representative was rude, stated that investor was going to foreclose and demanded my credit card for payment. I said " wait a second I don't know who you are, I haven't seen your company name before and I need to research this if you are not getting paid as I have paid this mortgage since inception through XXXX ''. He said I had not paid since XX/XX/XXXX. I got more and more upset by his attitude and unwillingness to listen or even take my word that I had paid regularly on the loan through automatic bill pay payment. I asked for a supervisor and he would not transfer me. The call disintegrated, I was livid and I believe they hung up on me. 

XX/XX/XXXX I called back immediately and talked to XXXX. XXXX was willing to listen to my concerns and work out why they thought i might be in arrears. He found out that the Loan payment that they received regularly was applied to principle instead of the interest by their company on XX/XX/XXXX in place of the XX/XX/XXXX payment. They were not admit fault I feel, but XXXX was apologetic that this happened. I checked my bill pay and saw that they had received my interest payment every month since inception for the amount agreed. He applied for credit to my late fees. I was not receiving their statements and I fear that it might have to do with the Post office as it is my unconfirmed suspicion that I have not been receiving some of my mail for a while - I related this. I applied changes to my bill pay to pay them the past 2 months of increased taxes and also increased the new loan amount which I got from him. 
He stated that the mortgage had increased because of increased taxes in the last few months ( I was not aware again and this was the first time I was hearing this ). 
-XXXX  attempted to send me some of the statements that I missed, but was unable to get me a full itemized list which I requested. ATTACHED -I asked whether this affected my credit and he said that he would check for me. They had reported to the Credit reporting agency in XX/XX/XXXX. XXXX During the phone call he called back and the phone call back came from " Telemarketing '' on my phone. This made me aware why I was not receiving their calls at of no error of my own ( as if they had abused their phone privileges as a company and I do not answer calls from Telemarketing ). I also did not read any messages that might have come through related to this, and I cant tell you if they left any. 

-XXXX eventually transferred me to a supervisor XXXX ( i think ) as I stated the original representative should be reprimanded or fired and that I wanted assurance that they were going to reverse the credit ding. XXXX said they were going to call back regarding reversing my credit ding and misapplied funds but have not yet. XXXX did not apologize, or admit their mistake in all this or admit that they had received the same loan payment since inception every month. He did not seem to care about the prior representative XXXX XXXX He said he would get back to me with an answer after some more research regarding reapplying the funds to interest. I have not heard yet. 

This has greatly affected me XX/XX/XXXX i was denied a $ XXXX Heloc  FROM XXXX XXXX  on my personal residence : The credit ding likely lowered my credit score from XXXX to XXXX according to XXXX. XXXX said they could not give me this credit report due to their lender guidelines and have asked me to request personally from XXXX : " On Wed, XX/XX/XXXX at XXXX XXXX, XXXX XXXX <XXXX> wrote : Good Morning XXXX, Yes unfortunately there is the recent late or missed payment showing on your credit. '' XX/XX/XXXX I have followed up by phone again to Loan Servicing company with a request by phone for itemized loan payments since the start of the loan to present. Inquired again about the credit ding and the misapplied payment and they did not give me an answer. I think they said it might take 5 days. Immediately I was asked again to pay by credit card for loan payments and arrears I have already ordered through my bank. i told them that I had made payments on the taxes and that the payment has increased and that it was their error again that caused the arrears in payments. Again our call got disconnected at the end. I still have not received the email with information requested above from the Lender today. 

I still feel like they are treating me like I am to blame for their misapplied funds, continue to say I am behind, they seem like they are employing lots of virtual assistants, playing numbers and not doing their due diligence, not contacting me successfully and stating that the onus is not on them to do so, not researching why the interest was behind, incorrectly reporting to the credit agency, not making adequate notes that I am current, not correcting the issue in a timely manner, not admitting fault and not being forthcoming.

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