Consumer complaint received 2016-01-26
Company: Specialized Loan Servicing Holdings LLC
State: NC
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I received a statement dated XXXX/XXXX/XXXX. On XXXX/XXXX/XXXX, I mailed in a check in the amount of {$2000.00}, along with the statement stub requesting that {$530.00} be applied to my bill and the remaining {$1400.00} be applied to my principle. I reviewed the transaction history available on the SLS website, and noted that the funds had been incorrectly distributed. I spoke with a representative ( I believe on XXXX/XXXX/XXXX ) to have this corrected to reflect my initial request made on the statement stub. 
I noted that I did not receive a statement for XXXX, so I called again on XXXX/XXXX/XXXX and spoke with a representative named XXXX. I asked about how XXXX payment was distributed, because the transaction history on their website is not clear. I was told that my payment for XXXX had been redistributed, but that the entire {$2000.00} was deducted from my principle. A late fee was charged because none of it had been distributed to pay my bill. He stated that he would submit a request to correct the payment for XXXX and for the late fee to be waved, since I had paid on time. I noted that the website transaction history does not match his records. He states that the website is run by a different department, so he could not help me the transaction history. I also requested a statement for XXXX bill. He stated this process would take 24-48 hours. He recommended I call back to verify that his requests were completed. 
I called back on XXXX/XXXX/XXXX and spoke with a representative named XXXX. She states that she could see that XXXX requests were in progress, but that they were not expected to be complete until the end of XXXX/XXXX/XXXX. She also states that when checks are mailed with instructions on the statement stub, the cashiering department is not able to see the stub instructions and may not distribute the payment as requested. She recommends I should call a few days after mailing the check to give instructions. I have reviewed the " payment options & notices '' section on the back of my statement. It does not advise me that my stub instructions will not be followed or that I will have to call after mailing my check. I voiced that I still had not received a statement for XXXX bill. I noted that I was concerned that I would not receive it in time to make my payment on time. She offered to take my payment by telephone and wave the associated fee. I accepted and received a confirmation number. 
On XXXX/XXXX/XXXX, I received a mortgage delinquency notice by mail. I called back on XXXX/XXXX/XXXX and spoke with a representative named XXXX. He states that the {$2000.00} mailed on XXXX/XXXX/XXXX were never redistributed to cover XXXX bill. He states that my payment of {$2000.00} called in on XXXX/XXXX/XXXX was distributed to cover XXXX and XXXX bill ( new principle balance is {$25000.00} ). I noted that the payment called in on XXXX/XXXX/XXXX has not yet been deducted from my checking account. He attributes this to the bank, but says the amount has already been applied to my account. I noted again that the website transaction history does not accurately reflect my principle balance or how my payments are being distributed. He states that I still have a late fee charged to my account. I noted that a request to wave the late fee was made on XXXX/XXXX/XXXX and asked if he could check on its progress. He states that the request should only take 24 hours, so it must not have been done. He reviews his records and offers to make a request to wave the late fee. 
My ongoing complaints are : 1 ) The late fee has not been removed. 
2 ) The website transaction history does not accurately reflect my payment distributions or balances. 
3 ) No statement has been received for XXXX Bill, despite my requests. 
4 ) Payment instructions on statement stubs are not being communicated to cashiering department and the need for follow up phone calls is not made clear on the statement

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