Consumer complaint received 2019-07-01
Company: Specialized Loan Servicing Holdings LLC
State: CO
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process

Complaint:
SLS has had my 2nd mortgage for 6 years. I've had almost zero communication with them during this time until XX/XX/XXXX when I get a letter claiming I am delinquent and they will foreclose. I provided them proof of every payment since the beginning of the loan. Their customer service department can not explain why I am delinquent yet nobody will help assist in resolving this. Calls to supervisors are not answered or returned. Their activity is borderline malicious. I have all records of communications and bank statements and happy to provide them, it is a lot of data. 


Here are my notes for the last month. 

XX/XX/XXXX After being out of town during the week until this day, I received a letter from SLS stating my account was delinquent {$3200.00} XX/XX/XXXX XXXX a total of 74 minutes on the phone. Mostly with an Agent named XXXX. She was unable to verify what payments were missed, only that I was delinquent several months. XXXX claims she could only look back a year of payments. I asked for the entire payment history and she said this would have to be mailed to me. I requested the history be mailed to me. 
Received certified letter from SLS claiming my account was delinquent. 
XX/XX/XXXX Faxed almost 60 pages of my payment history from XXXX XXXX to SLS at XXXX. History shows no late payments. 
XX/XX/XXXX XXXX received a call from XXXX XXXX , a supervisor at SLS. I explained the situation. He said he would look into my account and let me know probably on Monday. 
XX/XX/XXXX Morning : left a message for XXXX asking for an update XX/XX/XXXX Received letter from SLS stating they received my letter but it needed to be sent too another addresses. 
XXXX left message for XXXX at SLS asking for update XX/XX/XXXX Funny, I received a call from SLS, XXXX, at XXXX with a recorded message saying Call SLS but I couldnt understand the number. Called XXXX at XXXX immediately after and there was no answer. 
Mailed all documentation to SLS in XXXX. {$4.00} tracking number XXXX XX/XX/XXXX I received a statement from SLS in the mail. This is the first time I remember ever receiving a statement from them. 
XX/XX/XXXX XXXX received a call from SLS. spoke with a woman I believe she said XXXX13 minutes. She wanted to know my intentions with the house because they are going to foreclose. Her records did not show the dispute status and shes part of the collections department. She did confirm that they received my dispute letter but it could take 30 days for them to make a decision because they are so backed up. I asked why she called if they showed it was in dispute and she said their system did not show that and the only way to stop the calls was to fax a cease and desist letter. 
Tracking Number XXXX XX/XX/XXXX, XXXX XXXX , CO Filed complaint online with XXXX XX/XX/XXXX Received XXXX response. I rejected SLS response. They claim they sent a letter in XX/XX/XXXX changing the loan. I never received it and they claim it was included in their response and it was not. No record of this letter exists on their website and I dont remember receiving this letter nor have a copy. Although I provided 6 years of payment history, they show they applied payments to 11 different months and still say Im due for XX/XX/XXXX payment. 
XX/XX/XXXX XXXX left another message for XXXX . Returned home from travel for the last 6 days and received three more letters all dated XX/XX/XXXX, all threatening foreclosure. The new amount claimed due is {$3400.00} XXXX called customer assistance XXXX, spoke to XXXX. payment history only goes to XXXX. He would need to request a payment history. I said Ive done that before and never received payment history. He is completely incapable of telling me how the account got behind. 36 minutes in the call was ended like I was hung up on. 

Received another letter today dated XX/XX/XXXX. This one was sent to XXXX address. 

XX/XX/XXXX Sent letter to SLS Customer Support

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