Consumer complaint received 2016-08-03
Company: Specialized Loan Servicing Holdings LLC
State: OK
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
We received notice that we were being transferred to a different mortgage servicing company in XXXX of 2016, which did not take place until XXXX. At that time we were informed that our house payment was going up around {$600.00} a month. We contacted our new servicer Specialized Loan Servicing ( SLS ) requesting an escrow analysis so that we could pay the negative escrow and bring our payment down to what we could afford. We had to call repeatedly and finally at the end of XXXX ( 2 1/2 months later ) we were given the amount needed. I spoke with a customer service rep and explained to him what we wanted to do and he assured me that he would take care of it and it would take some time to reflect the payment change. The payment for {$4600.00} cleared my account on XXXX/XXXX/16. When I logged into my account toward the middle to end of XXXX the payment was not reflected properly. It showed extra payments to our principal instead of the escrow. I called and spoke to another rep who said that they saw the discrepancy and would put it for review and reassessment to have it fixed. I asked about our XXXX payment since they made the mistake, they told me to go ahead and pay the full amount and it should be fixed soon. I called again around the first of XXXX because I was still not seeing a change on my account. I called a few times that day because each time, I was being treated as if I did something wrong asking them to fix their mistake. I was frustrated that we had paid the extra amount to lower our payment and they kept telling me that they were going to reevaluate and repurpose the funds after a reversal. I was told this several times and each time, the different customer service reps were saying they would do the same thing with no change or results. I asked to know who our mortgage company was so that I could complain about the servicer, they refused to tell me saying I had to have my husband fax in a request to know in writing. That lady also told me that if I did n't like them, I was welcome to refinance and hope that I did n't get placed back with them again. This of course was said with derision and condescension. Feeling stuck, I waited again until the first of this month ( XXXX ) giving them time to make the necessary changes. Still nothing has happened. The last time I called on XXXX/XXXX/16 the person I spoke with told me the exact same thing. He could see where the problem was he would reverse the transaction so that it would be reviewed and fixed. When I explained that this was the same action taken by the reps before him and that nothing was being done, he started asking me if I did n't think he was helping me, if I was just wasting his time and if I did n't think he was helping me, I could find someone else to do what I wanted. This company tells you up front they are a debt collector. We are not and never have been late with our payments and they have each time treated us horribly making me feel as if I was some lowlife while they are the ones who are misappropriating my funds! I finally had to hang up on the person who was " helping '' me yesterday after he was so rude and condescending toward me with yet again no results. We feel at a loss as to how to get any help from this company. Any requests to speak to a different department or even a supervisor are denied or deflected with snide derision where they are speaking over me to the point that I feel I have to hang up on them. All I want if for our funds to be applied appropriately, our account to be adjusted accordingly, and for it to be handled in a professional and ethical manner.

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