Consumer complaint received 2021-04-26
Company: Specialized Loan Servicing Holdings LLC
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My loan was transferred from Specialized Loan Servicing to XXXX. I was not aware of the transfer until I got a notice from XXXX regarding hazard insurance. My first loan payment, I thought was due to SLS XX/XX/2021. I paid and it went through. I got the letter from XXXX about hazard insurance at the end of XXXX and thought it was spam. In the beginning on XXXX I was trying to pay my mortgage payment with SLS over the phone and got an automated message that my loan was transferred. The next day I called XXXX and they confirmed the loan was transferred to them and I was to pay them for XXXX and XXXX. I explained that I already paid XXXX through SLS and paid XX/XX/2021 to XXXX. I called SLS again to get them to transfer the payment to XXXX per the transferring of the loan. The first representative stated that the loan would be transferred within 7-10 business days. I followed up and called XXXX XX/XX/2021 to see if the payment was transferred and it was not. I followed up with SLS after on the same day and this new representative told me that the payment was transferred when the loan was transferred in XXXX and that I would need XXXX to investigate their payments to find the one for my account. I then called XXXX and they searched to see if any payments went through that were not yet associated to my loan, and there was none. I was then told SLS needs to investigate. I then called SLS and another rep they told me were not going to transfer the payment it was already applied to my loan through them since the loan was still with them the date of payment XX/XX/2021 and my loan was transferred XX/XX/2021. I called XXXX to explain and they said the loan was transferred in XXXX. I then called SLS to request documents/ records to prove so I could send to XXXX . This is what really makes me upset, SLS told me they did not have any records or documentation for my mortgage loan as they sent it all the XXXX when the loan was transferred. Furthermore, I tried two separate times with two separate representatives and asked to speak to a supervisor or manager or for the call to be escalated to someone who could get me the records. They would not transfer me to anyone higher up and stated they would put in a request for a supervisor to contact me within 72 hours. I asked if they could give me confirmation of the request or some way to know when I could expect this call and they said no. I then called XXXX again extremely upset that my mortgage transfer got so convoluted and no one could give me any answer as to why both companys are claiming that the transfer date is different and somehow XXXX still thinks I owe for XXXX, even though SLS told me the XXXX payment I made already went towards my mortgage loan. SLS should be sued, and I just might consider legal representation against them if they do not sort out where one of the companys went wrong in transferring my mortgage loan.

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