Consumer complaint received 2023-06-21
Company: Specialized Loan Servicing Holdings LLC
State: AZ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I have an open complaint ( ID XXXX ) that I received a message from sls.net that it was resolved. It is NOT resolved. 
Here is the email I am sending them today... 

XXXX XXXX I once again would appreciate getting my account XXXX resolved. There has been much confusion and yet I felt my consistent payment early was being adhered to it had went smoothly up until approximately a year ago. The account for the past several months has been very upsetting and I hope I can get this resolved easily. 
I will take this to a more current transaction history because it has caused me enormous XXXX  and upset to go further. 
A letter sent to me on XX/XX/XXXX ( attached, letter.pdf ) showed that the account had been updated to reflect the untangling of payments applied. 
So as of XX/XX/XXXX I was paid up until XXXX XXXX XXXX 
What happened is this I was called approximately XX/XX/XXXX and told I was late on my payment this had happened before and each time you would fix it because my practice had been that you would email me my statement alert and within a couple of weeks I would pay it it was always early, before the due date, and then you would send me a Received Your Payment email about 2 days later. 
Unfortunately when I called this time the young man I spoke with was unwilling to do the adjustment so I agreed with the young man to make the payment of XXXX ( this included a late fee, later removed per letter enclosed, letter.pdf ) online so that I would not go to 30 days late for XXXX  ( which was resolved in the letter ). 
I have to add that I had also arranged a bill pay on XX/XX/XXXX through my bank of XXXX which was to pay the XX/XX/XXXX payment. I knew that the XXXX would bounce if I made the XXXX so I alerted the bank but it was too late to stop the check from going to you. I paid the XXXX because as of XX/XX/XXXX you had not cashed the check so I believed that, per the discussion with the young man, you would not have accepted it. Unfortunately you started trying to cash the XXXX on XX/XX/XXXX, then on XX/XX/XXXX, and finally on XX/XX/XXXX which created a fee to my bank each time of XXXX for the NSF charges ( see attached, XXXX  ) also XXXX 
I dont know what happened with that accounting but certainly when I went on to your site to submit payment to test your bill pay, if it would be applied accurately to the month of XXXX, I submitted the payment plus the extra to principal totalling XXXX on XX/XX/XXXX and it was cashed through my bank. I have enclosed a copy of the transactions through my bank account ( see attached, XXXX XXXX 
I have looked at your transaction entries and see that you have taken away the XXXX that did get paid through my bank on XX/XX/XXXX. I would appreciate you correcting this. 
Also because of the correction letter that I received, I have calculated and there should not have been a payment due for XXXX and therefore the XXXX should have applied to XXXX payment plus overage going to principal. 
I felt that your online bill pay system would not credit my payment correctly so I went through my bank to pay XXXX which should be the XXXX payment if I am correct. With all the confusion I believe you are still saying I owed for XXXX. 
Please fix this account. I am sending another complaint to the cfpb.

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