Consumer complaint received 2016-09-05
Company: Specialized Loan Servicing Holdings LLC
State: PA
Product: Mortgage
Sub-product: Home equity loan or line of credit
Issue: Loan servicing, payments, escrow account

Complaint:
Re : HELOC loan XXXX with Specilaized Loan Servicing LLC. 
On XXXX/XXXX/XXXX, I sent Specialized Loan Servicing LLC my check # XXXX in the amount of {$250.00} as my mortgage payment ( XXXX/XXXX/XXXX statement ). This is a second mortgage.The account # is XXXX. This sum was never credited to my account ; the check was apparently lost. [ This is the second check that SLS has mislaid in the past year ; my check # XXXX of XXXX/XXXX/XXXX in the amount of {$240.00} also went astray. ] Upon receipt of the next statement ( XXXX/XXXX/XXXX ), I sent SLS my check # XXXX in the amount of {$500.00} which covered the then current receivable of {$240.00} and the past due receivable of {$250.00}. I thought the matter was settled. However, instead of this {$500.00} being credited to my account properly as two monthly payments, it was applied according to SLS statement of XXXX/XXXX/XXXX as follows : {$280.00} as a monthly payment and {$220.00} as a principal payment. The figure {$280.00} appears to be composed of the past due receivable of {$250.00} and a late fee of {$25.00}. However, the statement of XXXX/XXXX/XXXX, however, had NO late fee indicated at all. Because of the partial misapplication of my payment, the monthly statement of XXXX/XXXX/XXXX indicated that I owed {$520.00} with a past due receivable of $ XXXX.I spoke to an SLS service representative, XXXX, on XXXX/XXXX/XXXX about this and she said would initiate corrective action to credit my account properly ; she also indicated she would try to waive the late fee. She told me to send SLS a check in the amount of {$240.00} when I made my monthly payment. Once again, I thought the matter had been settled but then I received a Mortgage Delinquency Notice dated XXXX/XXXX/XXXX and on XXXX/XXXX/XXXX I was treated to a dunning telephone call from SLS still indicating I owed over {$500.00}. I spoke with XXXX representatives who after a long discussion indicated that my account was not in arrears except in the amount of {$25.00}. When I noted that this was the late fee, which XXXX had tried to waive, they refused to agree. For some reason I still fail to comprehend, they maintained that this was not a late fee. Oddly enough, they could n't explain to me what it was exactly. Dissatisfied, I asked to speak to a manager but they informed me that none was available ; since the conversation occurred during normal business hours, I found this hard to believe. They then informed me that they would have a manager call me at my home sometime during the next 48 hours. No manager called. On XXXX/XXXX/XXXX, I sent in a payment composed of XXXX checks : # XXXX in the amt. of {$240.00} for the monthly payment as had been requested by the SLS representative XXXX ; and # XXXX in the amt. of {$25.00} as a late fee. I paid this late fee even though I did not remit any payment late. I just wanted the slate cleaned for the time being. 
At the same time, I requested that this late fee be waived, since I was the aggrieved party here, and that SLS refund this amount to me as soon as possible. I had to do this same thing in order to clear a similar mess that resulted from the loss of my check # XXXX in XXXX XXXX. The fee was eventually refunded to me by SLS. Both of these checks have since cleared my bank account ; nevertheless, I just received a letter freezing the available funds in my HELOC account with the threat that " acceleration '' of the debt was a prospect. I sent a certified letter, return receipt requested to Specialized Loan Servicing 's president, XXXX XXXX, on XXXX/XXXX/XXXX but as yet have not received the post card indicating he had received it. The letter outlined the difficulties I 'd had and requested corrective action. All I want is that SLS cease harassing me about money I do n't actually owe. All I 'm asking is that they make a minor accounting correction in regard to my account.

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