Consumer complaint received 2019-05-15
Company: Specialized Loan Servicing Holdings LLC
State: SD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
For at least 10 months, maybe longer now, I have not been able to get into my online account on a regular basis with Specialized Loan Servicing, my mortgage servicer. I do receive a paper statement, but my online account has had so many issues I can't even access it any longer. First my issues were that it told me it didn't recognize my SSN upon login to find my account/loan ( or my loan # if I used that ). Then it wouldn't recognize my password at all and I'd spend hours trying to reset it just to get the same notification. My most recent/current issue is that I can't even get past security questions because SLS tells me my first born son 's middle name is incorrect - sorry, but I didn't forget. 

Due to how I'm being paid and the XXXX young children I have at home, I don't have the ability to pay before the XXXX of every month. With prior loan servicers I could set my own due date when I on-boarded into their system. SLS does not provide this option. The first check I receive each month goes to my daycare. I can't afford to pay both daycare and my mortgage in one check. I get that this issue is mine and not my servicer 's, but that's the position I'm put in and I can't help it either. 

I have had to call their company every single month for nearly a year to pay over the phone or see if my online payment ( on the off-chance I could get into my account ) went through. I think that happened a total of 3 times in the last year, if that. I have spent countless hours on the phone with SLS to try and resolve this issue and/or pay them my mortgage trying to avoid the issues I repeatedly encounter. Since I can only talk to someone during the day, I'm doing all of this during my business hours. If I billed SLS for all the time I've spent on the phone with them during my business hours just to pay my bill or try to get into my account, they would owe me over {$600.00}. This doesn't even include any of the fees I've had to pay due to having no other option than pay over the phone ( {$12.00} each occurrence ) or due to late payments b/c I couldn't get out of work obligations in time to get my payment through by EOD on the XXXX. 

The fact that their company, in nearly a year, has done absolutely NOTHING proactively to fix this situation, even though I call EVERY SINGLE MONTH. Speaks volumes about who they are as a business. The fact that they don't care, so I end up paying them fees every month, speaks volumes. I have never in my life dealt with a more corrupt, fraudulent, absolutely amoral business EVER, in my entire life. Not to mention in all this time and between all the different representatives I've talked to, only TWO have had any sort of kindness or sympathy for the situation their employer is putting me through. 

I've had enough. There has got to be some sort of regulation that prohibits a servicer from continuing to profit off of their own inability to provide online account access. I can't take another phone call to SLS.

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