Consumer complaint received 2018-02-08
Company: Specialized Loan Servicing Holdings LLC
State: MO
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Our loan was transferred to SLS on XX/XX/XXXX, we recieved notification from our previous mortgage holder XXXX on XX/XX/XXXX with a letter dated XX/XX/XXXX stating they would no longer be accepting payments as of XX/XX/XXXX. We never recieved a welcome packet as indicated we would be from the new servicer SLS. I had to research company and find out how/where to send payments etc. I set up payment and was advised they did not have all documents as of yet. We have been battling back and forth since this date about payments not being reflected/ or dated properly. I have sent in documents repeatedly showing proof of payments including but not limited to prior statements from XXXX, bank statements, bill pay auth. etc. to date they have still not corrected issue and have been reporting 30-60-90 days late since transfer date, even though they are now receiving payments directly and on time. every time i try to contact them to resolve issue they ask for additional or duplicate documents and proof that has already sent. The last contact on XX/XX/XXXX I was told the account was in bankruptcy and that is why payments were not being properly posted and were not being reported to credit bureaus. The account was reaffirmed during a previous BK filed and discharged XX/XX/XXXX. I have sent them proof of this as well. Previous company ( XXXX ) has verified account not included in BK and account has been reported to credit bureau since BK until XX/XX/XXXX month of transfer, and SLS will still not correct issue. We were in process of a refinance on home loan when this account was transferred, they have repeatedly reported to company we were working with that account is past due when it isn't and wasn't at time of transfer per XXXX and credit report ( see enclosed credit report reported states paying as agreed no late payments ) Due to SLS reporting false information we have been unable to continue with refi per lender policy even though we have sent supporting documents that info is incorrect, FHA rules will not allow refi due to late payments. Which has now cost us out of pocket {$530.00} for a non refundable appraisal fee. We believe SLS is attempting to stop new loan so they can continue to assess fees and and collect additional monies for their own benefit or to falsely foreclose on property without cause or merit. Customer service has been rude, hung up on me when i have contacted them, rerouted me to various different departments without any answers/assistance or information from any dept. contacted, just continue to get the run around. each time we send in supporting document they state that ticket will be open and resolution in 7-10 days,  no resolutions and no one contacts back after 7-10 and when we inquire about ticket they advise it was closed same day it was open due to needing documentation even when document ( s ) was sent within hour of being requested. SLS advised me that all documents they received from prior company were available on their website and i could use them to dispute their accuracy of account. We attempted to access documents from their own website to dispute information and found 101 documents all dated XX/XX/XXXX, no chronological order, documents were statements from different loan companies in random order dating back to original loan with XXXX on XX/XX/XXXX thru statements from XXXX XX/XX/XXXX no possible way to locate accurate information needed, no documents about service transfer or anything pertinent for dispute

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