Consumer complaint received 2020-05-11
Company: Specialized Loan Servicing Holdings LLC
State: OR
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Credit monitoring or identity theft protection services
Sub-issue: Billing dispute for services

Complaint:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX. 
XXXX XXXX XXXX XXXX, CO XXXX To whom it may concern : In the fourth quarter of XX/XX/XXXX, I called your support center to set up autopayments twice per month. This was an effort to help reduce the interest accruing. I began receiving a form letter saying that you were unable to process my payment. The letter had a X next to a blank line, failing to indicate details. 
Even though the funds were being deducted from my bank account, I called your support number to troubleshoot the Other issues. I was told that it was set up incorrectly. She then said that she fixed the issue and that I should ignore the letters since they have already been sent. 
I continued receiving letters saying that my bank was unable to process the payment with a X marked by Other. Late in XX/XX/XXXX I called again to ask for clarification on the problem. Funds were still being deducted from my checking account and I saw those same amounts in my SLS payment history. I was told that the half payments being applied was the difficulty. Again, I was told the issue was fixed. 
In XX/XX/XXXX I was still receiving these letters with the same message. I called and was told it was an application error on the SLS side and it should be fixed. I was also advised that I should ignore the letters since the error was not mine. On XX/XX/XXXX, I sent a message on your website. 
I asked for bimonthly payments to be taken out of my account and paid one payment ahead. Why do I keep getting late notices? I need someone to help sort this out before it harms my credit. 
I was again told to ignore the letters. I was under the impression that I was one payment ahead also. 
Thank you for your inquiry. After reviewing the account, you are set up on semi-monthly recurring draft for the XX/XX/XXXX & XX/XX/XXXX of each month. Depending what day the XX/XX/XXXX falls on, the late notices are generated on the last business day so you can disregard the late notices. 
On XX/XX/XXXX I requested that autopayments be cancelled. I also showed concern regarding reporting to my credit file. 
You say to disregard the late fees but your system shows I have 3 late payments. I don't want this hitting my credit report. Will you please correct my file. 
On XX/XX/XXXX I again utilized the messaging system on your site Now my billing statement says that I owe {$960.00} with a past due fee, I need to get this cleared up, I signed up for automatic billing and there is money in the account. Why am I showing past due? 




On XX/XX/XXXX I was told Thank you for your inquiry. I have reviewed your account, and there are not any late payments that have been reported to the credit bureau. 
On XX/XX/XXXX I again reached out via your website messenger I am attempting to return a call from XXXX. I have encountered problems when I tried to set up twice monthly auto payments to my mortgage. My concern is that I don't want a late mark to be reported to the credit reports. I asked for the auto payments to be stopped since it just wasn't working. I kept getting late letters but when I called they said to ignore it that everything was alright. I will continue to pay the mortgage manually monthly. 

My request is that the " late '' payment not be reported to the credit agencies. Please confirm that this is possible and has been completed. 
On XX/XX/XXXX I was told that a ticket had been opened to address my concerns. Again, on XX/XX/XXXX I reached out to follow up on my concerns. I again requested that late payments are not reported. I was under the impression that I did not have any late payments. My understanding is that I was completely caught up and current. 
On XX/XX/XXXX I was told that my requests were denied because you sent letters and my bank rejected the ACH requests. 
First my bank didnt reject the ACH. The monies were taken from my account and ended up notated in my payment history. It is not reasonable that : Multiple SLS staff told me to ignore the letters I am still being told that my bank rejected the ACH withdraws. The money left my account and you received it. That doesnt appear to be rejected. 
No staff member called to clarify the account status. 
I called multiple times and have only received one incoming call. The one incoming call was to deny my requests. This call came over 30 days from my first request for clarification. 
I have to call multiple times to get an accurate answer. XX/XX/XXXX I was told that the previous tellers I spoke with were mistaken. 
It is not reasonable that a consumer is being asked to contact you multiple times after being told by your staff to ignore letters. It is clear from the contact notes that I am mindful of my credit and payment status. If someone would have reached out with accurate information this could have been avoided. 
I am requesting that corrections be made to the credit reporting agencies to rectify this situation. The website history detail is very confusing and doesnt even contain a totals column. I thought I was one payment ahead. 
Sincerely,

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