Consumer complaint received 2017-04-25
Company: Specialized Loan Servicing Holdings LLC
State: AL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
When I called to ask specific questions on XX/XX/XXXX, it was extremely getting answers from the rude customer service representative named ( XXXX ). I  have several questions and concerns about my mortgage.
# 1 : When I received my modification agreement, I noticed that my new payment is {$1300.00} which is actually more than 31 % of my monthly gross income, and a higher amount that my mortgage payment has ever been even when it was at an adustable rate. What type of modification plan is it, and how under this plan are payments determined? Please be specific on what you used to determine this amount? Did you use my net income or my gross income? Did you even consider my hardship letter? I do not see how this plan is supposed to help me. If anything it raised my payment higher than it has ever been. Please explain. # 2 : I received a document with the modification agreement ( see attachment ( B ) ) that stated that your company will continue to report a delinquency status of the loan to credit reporting agencies even if I pay on time. This would continue to hurt my credit and disable me from refinancing in the future. Is this legal for you to do that? Can you report inaccurate information? # 3 : See attachment ( C ) and the underlined section of the letter that talks about the payment of taxes, and insurance. Be reminded that my taxes and insurance has always been included in my payment since the purchasing of my home in XX/XX/XXXX. Please explain? # 4 : Attachment ( s ) ( D ) are my bank statements which shows my mortgage payments that were paid to XXXX XXXX XXXX ( XXXX ) in XX/XX/XXXX, and all payments were accepted by ( XXXX ) .The documents shows ten payments made in XX/XX/XXXX, and there are twelve months in a year. How did you determine that I was behind as much as XXXX. See attachment ( G ) dated  XX/XX/XXXX. My payment each month was {$1300.00}. How much interest was being added to accumulate up to this amount? Be reminded that monies for my taxes and insurance are included in my monthly payment. # 5 : Also, see attachment ( H ) which states that I 'm delinquent {$8200.00} datedXX/XX/XXXX. How much interest & for what months? Please be explicit on hownyou derived at these amounts, and do not just send a bill with just numbers. Please explain. # 6 : ( See attachment ( E ) : I attempted to start sending payments in XX/XX/XXXX & to be exact ; I sent in a payment in the amount of {$1300.00}, but it was returned stating that your company ( SLS ) refused to accept my payment. At this time, I had not filed for a modification, and you were able to start collecting payments from me at this time. When I called on XX/XX/XXXX on three-way call to you with the help of XXXX XXXX who is a representative of XXXX XXXX. XXXX XXXX and I talked to your customer service representative by the name of ( XXXX ) is what he told us. XXXX XXXX XXXX asked XXXX XXXX XXXX about why did your company refuse to accept my payment, and he said that he did not have an answer for that. Also, I asked him about the delinquent amounts, and expressed that I had made ten payments in XX/XX/XXXX, and did not see how I was behind for the amounts stated on bills sent to me. XXXX asked if I could fax copies of my bank statements to verify those payments and on that exact day ; I faxed my bank statements to him to the fax # XXXX XXXX ). ( See attachment ( s ) ( D ). # 7 : Lastly, I called on XX/XX/XXXX, to inquire about my modification plan and my new mortagage payment and spoke with someone named ( XXXX ). I asked her if this plan was the only available plan that ( SLS ) to help homeowners get a more affordable mortgage payment. ( XXXX ) sarcatically stated that the company ( SLS ) did not have any government plans to offer me. I immediately said to her that I never asked her for any government assistance. I also made it clear that I worked hard everyday, and that I was very educated and only wanted to know what ( SLS ) had to offer. Her tone and how she talked to me was very demeaning and I took that statement as a racial bias statment. I do not feel that your company sincerely tries to help customers get a more affordable payment. If anything, you try to make things harder for customers to retain their homes. My opinion is based on research of the many customer complaints, and my personal experiences about your company. I 'm hoping that addressing these matters, and you taking my complaint seriously will alleviate some of my fears and concerns.

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