Consumer complaint received 2016-01-12
Company: Specialized Loan Servicing Holdings LLC
State: MA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
First, I am an attorney and have practiced real estate for over 20 years. My loan was sold from XXXX to SLS Servicing a little over 2 years ago. Initially, I was surprised because I continually received phone calls from them looking for information that I did n't really think was necessary in the servicing of my loan. This is a vacation home, and I typically pay the mortgage within the grace period provided under the terms of the promissory note. My husband and I have never been late on a payment on either my principal home mortgage, or this property. Our credit rating is impeccable. About 6 months into the servicing contract, I began to receive phone calls 2-3 times a day after the first of the month indicating that the matter was " urgent '' and that I needed to contact SLS. I had asked them to stop harassing us on at least two occasions, prior to them placing a do not contact in the file. XX/XX/XXXX, I received a late notice and an assessment of a penalty despite the fact that my payment was not late and was received electronically on the XXXX of the month. I contacted them and they indicated that because the XXXX fell on a Friday, they generated the notices ahead of time. My payments are made by electronic transfer, and they confirmed that they had received the payment, I believe on the XXXX. I received my statement the following Monday and there was no indication of a late fee. I was told by a representative of XXXX XXXX that transferred my loan to SLS that she had heard from customers, and people in the industry that they continue to harass you until you relent and have the payment taken out of your account by them. There are numerous horror stories on the web concerning how those transactions are handled. On XX/XX/XXXX, I received notification that they did not have my insurance information. The following day, XX/XX/XXXX, I contacted my agent who faxed the master insurance certificate for the condominium to the facsimile number designated by SLS. In addition, I uploaded the certificate to the secure website of SLS as instructed in the notice. On XX/XX/XXXX, I received an " second and final notice '', indicating that they intended to obtain forced insurance for my property, if I failed to immediately provide the insurance information. I contacted the number on the notice, and was directed to the automated information for insurance and was advised as to the carrier and the expiration date of the current policy XX/XX/XXXX. The information was also contained on the website of SLS under my loan information. I contacted the number provided again on XX/XX/XXXX, today, and spoke with XXXX. XXXX was unable to provide a last name, but provided a ticket no. : XXXX. He confirmed the information was in their system, and had no explanation as to why I received the notice. When I asked to speak with a supervisor, I was told that every supervisor was " in a meeting, " which I find incredulous. This lender uses aggressive and harrassing tactics and should be stopped. When speaking of the Gramm-Leach Bliley Act, they utilize the term in writing, " Mini-Miranda Warning '' as if the borrower is some sort of criminal. Please look into this matter, there are XXXX complaints on the internet. We are not marginal borrowers, and this is how we have been treated, I ca n't imagine how people who struggle are being treated. I am very fearful that they will ignore all the information provided and charge us for forced insurance because I 've seen what bad lenders do and they fit the profile.

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