Consumer complaint received 2018-01-29
Company: Specialized Loan Servicing Holdings LLC
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
Re : Loan # XXXX Dear Sir or Madam We were denied for an application for loan by a bank for a negative account which is so called " 3x30 rolling mortgage late for three consecutive months ''. We heard this in shock because we have had perfect credit history and always pay our bill on time. We checked our credit and found out the problematic account is the above mentioned one and it is the mortgage service company XXXX XXXX XXXX XXXX  who reported this matter to the credit agencies, which damaged our credit. 

We did some research and found out this mistake should have been avoided if they have a better communication with us. They notified us a rate change onXX/XX/XXXX for the increasing of monthly payment, and we updated our auto pay setup beginning from theXX/XX/XXXX. We thought there would be no more change for half a year according to our loan terms. Since all our payments are set up for automatic paying, we did not usually go to check the account until we get proper notice. However, They increased our payment again on XX/XX/XXXX ( from {$1300.00} to {$1400.00}, with a {$43.00} difference ) that we were not aware of. We kept out payment for the amount that you notified us on time every month, until the month of XXXX when we were aware of the new change occurred on XX/XX/, we paid the extra to catch up the shortage and their fees. This is the reason that we were " late '', but it really is just a mistake on both the bank and our side. And the so called " late '' is JUST A VERY SMALL POTION OF THE PAYMENT, FOR {$43.00} Giving the fact that we have kept our payment every month on time, and the unpaid partial amount is relatively very small and they charged us for that late fee, we have paid the price for the mistake made. they have many chance to communicate with us either by phone or by email or by mail, but they had chosen not make to such effort for their due diligence before they report to the credit agency, we believe they did not do a good job in service their customers, and their procedure is problematic. 

We hope this would explain what happened and they would understand we never under any intention or difficulty or dishonest to not paying all our obligations on time. we never had any problems with our payments. Indeed from our credit report, you shall be able to see we have a perfect payment history if they did not cause this problem. 

Having said the above, we sincerely hope they could correct our record in all the credit agency so to restore our good credit. We advise them by phone, by email and mail that, because this mistake caused the denial of our bank and, consequently, we lost a big business opportunity, the damage might be very serious. If this dispute could not be resolve, we reserve our rights to resolve it in the court of law. In the phone they promised to make the correction but several month had passed and no change happened at all If you have any questions about this matter, please feel free to contact us at your earliest convenience. Please call me at XXXX, or email us at XXXX. Your prompt response would be really appreciated.

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