Consumer complaint received 2022-01-27
Company: Specialized Loan Servicing Holdings LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I acquired a mortgage from XXXX XXXX XXXX in XXXX of XXXX. I paid my monthly mortgage on time. I paid my XX/XX/XXXX mortgage to XXXX as instructed by my XXXX mortgage statement from XXXX. I had previously gotten a notification from XXXX that they intended to sell the mortgage to another servicer and that the new servicer would contact me with instructions about what to do going forward. XXXX indicated they would not be accepting any additional mortgage payments after XX/XX/XXXX. 

I started getting debt collection phone calls from an organization called SLS ( Specialized Loan Services, it's parent company is XXXX XXXX XXXX ) early in XXXX. Apparently this is the firm XXXX sold the mortgage portfolio to. I explained to the service representatives that I had made payment to XXXX, as instructed by XXXX. I did not make the payment to SLS because I'd never even heard of them until the 2nd week of XXXX. I'd never received any instructions from them until I asked for them when I had one of their reps on the phone the other day. 

I've had many calls with reps from SLS, and provided them with a copy of my XXXX mortgage statement from XXXX as well as a portion of a page of my checking account activity that showed the payment to XXXX on XX/XX/XXXX ( I couldn't give them the actual bank statement because it isn't available yet since the month isn't over ). One of the reps suggested I should call XXXX and have them send a notarized statement to SLS proving I paid the mortgage in XXXX. I responded in a fairly impolite way - explaining that it was SLS 's responsibility as the new servicer, NOT mine, to ensure that the accounts they acquired were properly credited. 

Finally after getting yet another call yesterday I finally lost all patience. The rep, who to her credit, was certainly pleasant enough, explained that they couldn't stop the calls because that's how their system works, but I shouldn't worry because they weren't going to report me the credit bureaus yet. Hey thanks! 

I read up a bit on Regulation X and the CFPB bulletin relating to the transfer of mortgage account servicing. One particular statement resonated with me. " As consumers do not have a choice with respect to the transfer of servicing, seamless and accurate transfers are important to prevent consumer harm. '' I believe I have been harmed by SLS 's relentless harassment of me. I've spent countless hours on the phone with them, they've essentially threatened me with reporting me as paying late on a mortgage account, and they have refused to acknowledge that I provided them with proof that I'd paid Cardinal. 

I emailed XXXX XXXX ( XXXX ), XXXX XXXX ( General Counsel ), and XXXX XXXX XXXX XXXX ) of SLS 's parent company, XXXX XXXX XXXX, last evening, explaining my outrage at the complete incompetence their company has shown in acquiring this portfolio of mortgages from XXXX. I've had many, many real estate loans and nearly all of them have been sold off to another servicer. I've NEVER had any issue with a new servicer. The process has always been seamless. 

They have decided to escalate my complaint to their " XXXX XXXX XXXX '' - whatever the heck that means. I've explained to them that I will not respond to any further calls from them. I expect I will get an email from them tomorrow and maybe they'll get this figured out, but this company is clearly unqualified to be approved to acquire new mortgage portfolios for servicing. I can only imagine that many others are in the same situation as me, but haven't thought to complain to the senior leadership team. 

SLS, and it's parent company, are completely incompetent. I'm going to do my darndest to refinance this loan so I don't have to deal with this outfit ever again. Absolutely awful.

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