Consumer complaint received 2019-10-18
Company: Specialized Loan Servicing Holdings LLC
State: NY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Good Morning, I have experienced a hardship and am in the process of catching up on my mortgage payments. I spoke with a Representative XX/XX/XXXX and was given a deferment option where 1 mortgage payment would be placed on the back end of my loan to bring my account current. I agreed to the deferment and was told that I would receive paperwork in the mail to sign. In lieu of this, I made a payment with that Rep for XX/XX/XXXX. She also stated that I should not pay my mortgage again until after XX/XX/XXXX to give time to receive the paperwork, sign and receive approval from the Lender. My payment from XX/XX/XXXX has still not been applied to my XXXX balance. This company has {$2700.00} of my money sitting in a holding ( unapplied funds ) state. I want my monies released immediately so that the payment will be applied to my balance. I have called this company numerous times and have been promised a ticket has been issued to remedy the issue. I was told that this issue would be resolved on XX/XX/XXXX. To this date the money has NOT been applied to my account. 

Also, I never received the 1 month deferment paperwork. Instead they sent me papers fora loan modification which I never asked for and was never spoke of as an option.. The loan modification paperwork was also sent with numerous changes to my loan saving me no money at all nor a decrease in my interest rate. What an insult. 

I called again asking why I was sent these papers and I asked the Company Representative why would they accept payment by phone but not apply payment to the account? This is causing my mortgage to fall further into default. I then received correspondence asking if I want to keep my home? Ridiculous. I am in the process of making my XXXX payment to bring the mortgage current into XXXX. I want this Company to do the right thing and release my funds and apply the money to my account. I also would like the deferment option which I was offered. 

I called again this morning and was informed that I reached Customer Care and I should speak with a Care Manager. This is the same dance every time I call where I am then rerouted to someone who claims they can help, only to be left on hold for 15 minutes and an automated response tells me Due to a Dept meeting I should call back in 30 minutes. I am at work making these calls because their office is closed by the time I get home and closed when I leave in the morning. They have provided no confirmation numbers for these issues when I call or any correspondence to acknowledge my issue and provide comfort that they are working to help resolve this matter. I do not trust these people. When you have legitimate concerns you cant get them on the phone. 

These tactics aim to ruin a homeowners credit and force foreclosure options down our throats. I want to remain in my home and I would like to know that when I make payments to this Loan Servicer they will apply payments accordingly. I do not know what XXXX XXXX was thinking selling my mortgage to these clowns.

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