Consumer complaint received 2021-02-03
Company: Specialized Loan Servicing Holdings LLC
State: NC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Below is the email I sent to the company which explains my exact issue. 

I would like to ask for your help to locate my mortgage payment. On XX/XX/XXXX I used my XXXX bank account, online bill pay system, to make my XXXX mortgage payment of {$1200.00}. Please keep in mind I have made my payment using this system many times in the past with no issues. The XXXX payment is a different story. According to the cancelled check, which I attached here for you to see, Specialized Loan Servicing, SLS, received the check on XX/XX/XXXX and it was received by Teller XXXX. According to XXXX XXXX  the check was cashed on XX/XX/XXXX and {$1200.00} was issued to SLS. On XX/XX/2021 I received a Mortgage Payment Reminder Notice from SLS stating my payment had not been made and that it was due. That day I called SLS and asked about my payment. I was told that in order to do a payment research I would have to send proof that I made my payment. I asked if a copy of the cancelled check would work. I was told that it would and to send it to XXXX. I sent that and I called back on XX/XX/2021 and during that call I was told it could take 24-48 hours to get into the system and there was no new information about my payment. I waited a few days and called SLS back and I was told the information had not been entered into the system and that my payment was still due. Again I was told to check back in a few days. I called back again on XX/XX/2021 or XX/XX/2021 and talked to a lady who told me that there was nothing new in the system and that she was working on Saturday XXXX/XXXX/2021. She said she would check into my missing payment and she would call me back on XXXX/XXXX/2021. I asked her to speak to a supervisor. She said she would put in a request for a supervisor to call me back and that could take up to 24 hours. She did not call me on Saturday as she stated she would. On Monday XX/XX/2021 I received a call from SLS however it was a recording that said, Sorry we missed you. Please call us back at ( I do not recall the number ) I called back and spoke to a lady who said she did not see where the cancelled check I sent had been added to the system yet. It was at that point I sent the cancelled check again to the email. With no call back from a supervisor I again requested a supervisor call me. Please understand I am getting frustrated with this situation and the fact that SLS has my payment but nobody can help me!! Today, while I was cooking dinner at XXXX XXXX  Eastern Standard Time, I missed a phone call from SLS. The voice mail was from a female who asked me to please give them a call at XXXX. I called back within a few minutes and this time I talked to XXXX, operator number XXXX. She said according to her records my payment was 32 days past due. I explained the whole situation to her and she said that the cancelled check was not going to help research my missing payment and that I had to send a copy of my bank statement. She also said my request to research my payment was cancelled. Why was it cancelled? I again asked her to have a supervisor call me and I also asked how can I escalate this issue to a higher authority? She told me that I would have to wait for a supervisor to call and that is all she could do. I asked her for any manager 's contact information, email or a phone number. She said she did not have anything to give me. So far I have not been able to locate anybody who can help me find my payment. No one has any answers. I called XXXX XXXX to request a copy of my statement so I could send it to you. The bank said they only mail proof of payments and that she could mail one to you. The only address I have is XXXX XXXX XXXX. XXXX XXXX, Colorado XXXX. I gave that to the bank and she said a copy of the proof of payment would be mailed to that address. I am asking you to please research this for me and help me locate someone who can help. I also believe there should be a better system in place to assist customers with situations like mine as the current system keeps me in a never ending cycle with no answers and no resolution to the issue. I should not have to request and wait 24 hours for a supervisor to get back with me. I would expect that there is a supervisor available immediately. The fact remains that SLS has {$1200.00} for my XXXX payment and I can not find anyone willing to look for it. I expect this day and age for companies to care more for customer service and to have better processes in place. I want to speak to a live person and not communicate through a one way email. Over the last year I discovered 36 negative reviews and they are all having the same situation as me.

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