Consumer complaint received 2017-04-20
Company: Specialized Loan Servicing Holdings LLC
State: CA
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account

Complaint:
I am extremely upset for how I have been treated by SLS company  (   XXXX   XXXX   XXXX ,  XXXX   XXXX ,  XXXX   XXXX , CO  XXXX  during my request for a modification. I have been in the mortgage industry for over 23 years, I know the business, I know how loans work and I was still bewildered and confused during the process. The lack of caring by the professionals that I spoke to was astonishing, the lack of taking steps to know what the previous service rep had done and committed to, the repetition of explaining over and over and over again and sending proof that I had made my mortgage payment during the lengthy process. I had to step back from this process after I was completed because I was so upset, exhausted and angry at SLS that I would have not been able to tell you my experience. I do not want this to happen to another family. Again, I know the mortgage language, rules, etc. and I was still confused and upset at the process and by how they treated me. I can not imagine a family going through what I went through, holding a job, taking care of kids, running a household. Shame on SLS for their lack of professionalism, common sense and disrespect for their customers. In  XXXX   XXXX  I was made aware that my payment would go up by {$2000.00} to {$5500.00} PI approximately. I could not afford this increase. I am a single working mom of  XXXX  young children and I do not receive child support from their father. When I left my children 's father I refinanced my home and was only able to qualify for a 10 year interest only at that time so I took it. Those 10 years went by quick and I was left with the {$5500.00} payment. I applied for a modification and they offered a modification of {$4500.00} instead of the {$5500.00}. During the same time i was seeking the modification I was attempting to refinance my loan. I was extremely careful to make the payments so that I would not damage my credit. I made my  XXXX  payment by calling it in. On  XXXX   XXXX  I called to make the {$5500.00} payment and  XXXX  took that payment. I then received notice that I did not make my payment and I looked at my account and they did n't take the payment. I did n't spend that money because I knew it was not mine and that there are glitches in banking systems and knew it would eventually be taken. On  XXXX   XXXX ,  XXXX  I spoke with  XXXX  at  XXXX  and he told me that I did make my payment and that it posted on in  XXXX  Again, I told him that the money was still in my account and that they had to take it. He said, no we took it ... .and I told him no I still have the money in my account. I received another notice that I did n't make my payment. So I called again. On  XXXX   XXXX  I spoke to  XXXX  and she showed that payments were taken on  XXXX   XXXX  and  XXXX  and  XXXX   XXXX  and that she did n't understand why I was receiving letters so she would have  XXXX   XXXX  call me. The money was still in my account. On  XXXX   XXXX   XXXX  told me that they received a payment on  XXXX   XXXX  for {$4500.00}. On  XXXX   XXXX  I still had all of the payment money in my account and still receiving letters that I was delinquent and still being told by SLS reps that I had in fact made my payment. All this time worried, horrified that SLS would report me being late on my mortgage destroying any chance of refinancing my home loan. This went on and on. On  XXXX   XXXX  I spoke to  XXXX  and she said that she would take my payment and waive the processing fee but did n't tell me that she could n't take a payment from a saving account only checking accounts. On  XXXX   XXXX  I called spoke to  XXXX  again to let them know the money was still in my account. She realized the reason due to the money being in a savings account and not checking. I transferred the money and she took both  XXXX  and  XXXX  payment.  XXXX  then told me that I would have a 30 day late on my credit report. I was horrified. I told them how it was not my fault

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