Consumer complaint received 2019-06-12
Company: Specialized Loan Servicing Holdings LLC
State: CA
Product: Debt collection
Sub-product: Mortgage debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
I received a letter from Specialized Loan Servicing, saying that if I didnt pay the amount from a reinstatement they sent to my daughter in her email address, they were going to foreclosure my house. This was a credit line that was sold from XXXX to other lenders that I had no knowledge of for 10 years because I thought it was included in my loan modification from XXXX XXXX XXXX since they took over my loan. Anyways, they sent the first reinstatement for the amount of {$30000.00} due XX/XX/2019. I couldnt meet the deadline because my daughter provided the funds and it took a couple days for the check to clear. She called on my behalf and asked for a second reinstatement. The second reinstatement was for the amount of {$30000.00} and I asked for this one to be emailed to my daughters email address. We received it on XX/XX/2019 and once we received it, we went to my bank and did a wire transfer. My daughter called on my behalf on XX/XX/2019, to see if they had received the funds, and the customer representative she spoke to said, my account was still showing delinquent for the amount of 8,000 something. She asked why, and after putting her on hold for 30 minutes, they told her it still showed delinquent because they miscalculated the attorney wages/legal fees in the reinstatement. How is this our fault? They are a big corporation and they are supposed to have qualified people drafting these kind of legal documents. Not only that but they had not one opportunity to catch this mistake from their part, but twice when they sent the second reinstatement. I did everything on my part in paying on time in the time frame requested. I was told by multiple customer service representatives on recorded phone calls that once I payed the reinstatement amount my account was going to be off delinquency and I could start making my payments on time, and that they would stop the foreclosure process set for XX/XX/2019. My daughter has been calling since the XXXX of XXXX, every other day, on recorded phone calls trying to get an answer from them as to how they are going to resolve this issue and the status of loan and house. Every time she calls they transfer her to different departments and tell her a supervisor will call her in 24-48 hrs. She talked to a supervisor named XXXX on XX/XX/XXXX, and he said he was going to send it to the cash department to look it over and fix it. Its been two weeks and still no response. Today is XX/XX/2019 and she was given the same response. This time they said a supervisor by the name of XXXX again, was going to call her today, but their credibility at this point is zero. Only thing they say is that yes its still reflecting that overdue amount of 8 thousand something and that the house is not under foreclosure and they have no answers for us other than that. They keep saying they sent it to an escalation department where a man by the name of XXXX was supposed to call my daughter 2 weeks ago and we still havent heard from him or anyone. We are going on a month in 2 days and we still have no answer from them. Im very frustrated and upset with the level of unprofessionalism from this company. We paid the amount set forth in the reinstatement and now its not valid? This then makes me question the validity of my debt with this company because they are supposed to have qualified people drafting these type of legal documents. Now they turn around and say its not valid? Where is their ethics and credibility as a company. Its almost as if they want me to lose my house. I just hope to hear from someone because its going to be a month and I still have no answers. Not knowing the certainty of the faith of my house and loan is aggravating. I also hope that just as they hold their customers accountable, I hope they hold themselves accountable for the mistake they did with my reinstatement. This whole process was supposed to be smooth process and it has been nothing but a nightmare.

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