Consumer complaint received 2016-10-26
Company: Specialized Loan Servicing Holdings LLC
State: CA
Product: Mortgage
Sub-product: Home equity loan or line of credit
Issue: Loan servicing, payments, escrow account

Complaint:
I opened case # XXXX on XX/XX/2016 because each month, since XX/XX/2016 SLS has been receiving my monthly payments on time but " losing them '' and then charging me a late fee as well as reporting late payments being made on my payment history, which impacts my credit score. In XX/XX/XXXX, SLS claimed the XX/XX/XXXX payment was late because it was returned due to an wrong account number. This is NOT true. The account number is the same account # I have had since SLS became my lender. The payments are sent directly from XXXX to SLS electronically. If you listen to the tape of the recorded phone conversation between XXXX at SLS and I XX/XX/2016 you will here her admit that the cashier made an error and that the payment was returned in error to XXXX. XXXX then told me that I needed to re-send the payment, which I did that very day and that they received it on XX/XX/2016 ( ref # XXXX ). She also asked me to send proof of payment, which I submitted via XXXX mail. I also notified them that on XX/XX/2016 they would also receive the XX/XX/XXXX payment ( ref # XXXX ) to ensure there was no confusion about how the payments received should be applied ( that it was not additional payment against principal but instead the monthly payments that are due ont he XXXX of each month ). I sent this notification and proof of payment to the address I was given by XXXX on XX/XX/2016 and that I have been using every month when they ask me to submit proof of payment. ( XXXX, XXXX, CO XXXX. ) Today, XX/XX/2016, I received a notice from SLS stating the proof of payment went to the wrong address and that I was charged a late fee of {$9.00}. SLS needs to remove the late fee and correct my credit reporting history. The XX/XX/XXXX payment was NOT late. They received it on XX/XX/2016 and they returned it in error to XXXX. Again, listen to the recording which I know was made of the phone call and you will here XXXX state that the cashier returned the check in error and for me to resubmit the payment as well as an explanation, proof of payment and the copy of the email XXXX sent to me notifying me the payment was returned on XX/XX/2016. Claiming that a payment was not made on time and then charging a late fee or claiming an incorrect address or incorrect account # was on the payment/check and then charging a late fee is XXXX. SLS has been doing this to me every month since XX/XX/2016 Furthermore, the excuse that a payment was not received due to an incorrect address is ridiculous since the payments are always sent electronically. An incorrect address is the excuse that the XXXX XXXX on XX/XX/2016 made for the " lost '' payment. I asked to speak to a supervisor since I was not getting anywhere speaking with anyone else in either the XXXX department or XXXX department. I want someone above a supervisor level to look at my account, process the payment correctly, remove the late fee, correct my credit reporting history and then send me written proof this was all done. I have always had a near perfect credit score and I will not allow fraudulent practices by SLS to charge me late fees and ruin my credit score.

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