Consumer complaint received 2020-09-28
Company: Specialized Loan Servicing Holdings LLC
State: GA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My original home loan was completed through another lended in XXXX. At the end of XXXX, my mortgage loan was bought out by Specialized Loan Servicing. In XXXX. I reached out to my new mortgage lender because I was not able to view my account online to make a payment nor was I able to contact their automated system as indicated on the billing statement I received from them. Both indicated that my account was none existent. Immediately after, I called and was advised by a representative that I was unable to do either of those things because I had filed bankruptcy. I asked about being able to make a payment online to them as this is their only " free '' payment option. I was advised again that due to being in an active bankruptcy, I was unable to make a free payment and had to make all payments by speaking to a live agent. I was told that I would not be allowed to make payments for free online or payments through their automated system costing {$7.00} each time, but would in fact be forced to call and speak to a live agent to make a payment and pay {$12.00} to do so. I complied to this discrimination as I had no other choice. I even made double payments, sometimes, triple payments in advance to avoid being charged further from this company. Each time while under bankruptcy that I made a payment, the payments were applied to my next months due billing statement per the confirmation given by the reps I spoke with. I was not able to view or verify this information because against I was discriminated against and not given this option due to bankruptcy. My bankruptcy was discharged in XXXX of XXXX. Since that time, I have regained access to my account online with the option of making payments online now as well, continuing to make payments in advance to avoid any late fees or other fees from this company. Since making my first payment in XXXX online, I have nothing but trouble with this company. I received my XXXX bill being due in the amount of {$770.00}. This billing statement online showed that I had the amount overpaid of {$210.00} sitting in suspense. I made my payment on XXXX XXXX in the amount of {$1700.00}, to cover XXXX and XXXX payment as I have done in the past since XXXX. I did not assign the overpayment to go to anything other than my monthly bill. I then received my XXXX billing statement in the mail and it showed that I had amount due of {$720.00} even though I paid {$1700.00} to cover this bill in XXXX. The XXXX bill also stated that I had the amount overpaid still showing of {$210.00}. I emailed SLS on XX/XX/XXXX to clarify this error. I received a response on XX/XX/XXXX @ XXXX advising that did not answer my previous concerns, simply advised, " Thank you for your inquiry. After a review of the account the monthly payment due on XX/XX/XXXX is in the amount of {$940.00}. Thank you. XXXX XXXX ID : XXXX. '' This wasn't even the correct amount listed on my billing statement received. To avoid any further incorrect information, I then reached out to SLS by phone on XX/XX/XXXX @ XXXX and spoke with XXXX. By the way, the automated system during that call played my recent payment being received on XX/XX/XXXX of {$1700.00} and my next payment would be due XXXX in the amount of negative {$210.00}. I recorded this call and will be happy to provide that as well. However, this discussion confirmed that my payment had been received for XXXX but was applied to the suspense account and he would open a ticket to have the funds transferred to the correct place to take care of my XXXX billing statement. It was determined at that time as well that my account was still overpaid and that there would still be a small amount in my suspense account that could be applied to XXXX payment. He also advised me that it may take a couple days for everything to be applied. I logged back into my account on XX/XX/XXXX to confirm everything had been updated. When I logged in, the amount due showed {$19.00} still remaining to be due XX/XX/XXXX. This made no sense to me but to avoid any late fees or anything else to count against me, I went ahead and made this payment and it cleared my bank on XX/XX/XXXX. I then logged back into my account on XX/XX/XXXX to verify everything was cleared and my account had been updated. My account stated there was {$0.00} due but showed that I was delinquent for my XXXX payment. I have provided the screenshot showing my payment being due of {$0.00} remaining for XXXX. I then logged back in again on XX/XX/XXXX only to now find that my account says I am 21 days delinquent and now have the amount due of {$23.00}. I immediately sent an email to SLS that same day at XXXX advising of the errors and needing to determine what the {$23.00} was for and to determine why my account was showing delinquent when I had satisfied all payments prior to the payments ever even being due. That same day, I received a call from an agent with SLS who indicated her calls was due to the amount of {$23.00} being delinquent on my account and to obtain the funds. I asked the agent why the amount was due and she advised it was due to a late fee charge. I explained all of the previous and was told by the agent that she showed I still had the amount due of {$940.00} being due for XXXX. When I asked her then why she only called to collect the amount of {$23.00} which is showing online she indicated that there is obviously a delay in their system. She stated that my account showed a payment in suspense in the amount of {$770.00} and that if I paid the difference of what was due of {$940.00} that they could apply everything to my account and I would be caught up. I reminded her that I already paid my XXXX payment and even made a payment already of {$19.00} that should have never been due to avoid a fee and now I am being charged a late fee for a payment that said {$0.00} and showed nothing else due. She then advised my account appeared to be confusing due to being a bankruptcy customer and that in her honest opinion it would be best for me to pay the late fee even though she can see I didn't owe it along with the payment of {$170.00} ( my normal monthly payment of {$940.00} minus the amount in suspense of {$770.00} ) to get my account where it is in no longer delinquent and they can review everything else further. I told her that I am not paying a late fee on a payment I already made and I am not making another {$170.00} payment when I have already made this payment and more. I advised her that I wanted a supervisor to reach back out to me by close of business that same day to get this resolved and that I am being discriminated against due to my bankruptcy. She said she understood my frustrations and agreed and would have someone reach out to me. I have still NOT received a call from a supervisor and my account is still showing {$23.00} being due any my account being 24 days delinquent. I did receive an email reply on XX/XX/XXXX advising that it appeared I spoke to someone and they were able to resolve my issues. THERE WAS NOTHING RESOLVED. I was able to view my XXXX billing statement due XX/XX/XXXX that says my payment amount due is {$960.00} which is detailed of a normal bill amount for XXXX of {$940.00} plus the {$23.00} late fee this company is trying to charge me. My XXXX bill also states that I have {$770.00} in my suspense account from last month, totaling {$990.00} in my suspense account {$990.00}, well more than my XXXX payment that was already issued. I am being mistreated by this company and being made to make payments and fees due to being a bankruptcy customer that they do not require all of their customers. I am being discriminated against and this isn't fair. I was in a bankruptcy for a reason, I don't have money to keep providing to this company that is taking money and still charging fees for it. I should NOT be treated differently because I am a bankruptcy customer and surely should NOT be charged more because of it.

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