Consumer complaint received 2016-10-23
Company: Specialized Loan Servicing Holdings LLC
State: CA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
My mortgage was sold to Specialized Loan Servicing in late summer XXXX. I have had several problems with this company since they began servicing my loan. I received the first two monthly payment notices last XXXX and XXXX and made my payments early ; approximately three weeks prior to the XXXX of the month due dates. Both payments were posted just a few days prior to the due date, which I thought was strange as my prior experiences were that payments were posted 7-10 days after mailing. 
I again mailed my third monthly payment ( due XXXX XXXX, XXXX ) on approximately XXXX XXXX, XXXX to a post office box in XXXX GA ( XXXX XXXX XXXX, I believe ). Specialized Loan Servicing claimed they never received this payment. I called their customer service phone number approximately XXXX XXXX, XXXX and initially spoke with a service representative who was unhelpful and basically told me call back in a couple of days as the late payment deadline was approaching. I again called back around XXXX XXXX, XXXX and spoke to a different customer service representative who suggested that I sign up for their automatic monthly loan payment program ; which I did. However, in order to assure that my XXXX XXXX payment was not late I had to use a one time EFT payment for which I was charged a fee. I also was charged a stop payment fee by my bank regarding the check Specialized Loan Servicing said they never received. After this incident, I reviewed this CFPB complaint database and noticed numerous complaints regarding the servicing of mortgage loans by Specialized Loan Servicing. This company seems to have serious problems with whomever they are contracting with to service their loan remittance payments. A simple XXXX search shows the XXXX XXXX XXXX XXXX to which payments are remitted is a third party payment processing company. 

Since my loan has changed beginning with the XXXX XXXX, XXXX payment to an automatic monthly EFT payment there have been no issues with the recording of P & I and the escrow funds. Now though, mysteriously, my access to the Specialized Loan Servicing website recently has disappeared. I have utilized my personal email and a password to gain access to the site and monitor my loan since this company began servicing it last year. Recently, when I was unable to login, I thought maybe my password had expired. I requested a new password and they asked for my email address to confirm my identity. When I provided my email address, the response was they could not associate my email address with an open account. How can this be when I 've been using the same email and password to access their website since my loan was transferred to this company? I have been making mortgage payments to various financial institutions for 27+ years. I 've never made a late payment and have maintained a FICO credit score above XXXX for probably that entire time. I 've never had even one problem with the servicing of my mortgage loans over the years ; until my loan was sold to Specialized Loan Servicing.

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