Consumer complaint received 2015-03-31
Company: Specialized Loan Servicing Holdings LLC
State: NC
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Had XXXX mortgage loans w/XXXX bank paying right along since XX/XX/XXXX-XX/XX/XXXX. In XXXX XXXXI was notified that we were XXXX payments behing on each loan. Immediately, we found our receipts and took them into our local branch to show the manager. Told her that when cash was paid at teller counter for these XXXX loans, the teller wrote and posted the wrong payment amounts to the accounts. Just reversed the payments. Easy enough to fix in my mind. Paid XX/XX/XXXX payment. Went to pay XX/XX/XXXX payment and they would not accept it saying that they had already sent loans to XXXX XXXX Attorney in XXXX, NC. 
Two week later our XX/XX/XXXX payment came back by a check from XXXX. 
XXXX of the loans would have been paid in full by XX/XX/XXXX, and the other had about 18 months left to pay. 
During this time we constantly made contact w/XXXX different locations and departmentstrying desperately to find someone who would step up and take some authority to help us. Payment slips were sent XXXX times to different people proving that we were NOT behind on payments. Finally in XXXX we found XXXX XXXX who confirmed over the phone that we were correct and up to date on our payments and apologized for all the trouble. She sent the accounts to a mortgage dept to get things set right and told us not to pay anything on either loan. Still as we continued to make contact with her, she said that they did n't rectify this problem and she could not understand what the delay was. I also want to put in here that XXXX did not document or record ANY of this communication. I did begin to take down dates and people 's names as I realized they were not noting all the communication that was made or what had transpired with each phone contact. By XX/XX/XXXX I could n't take the stress and loss of sleep from worrying over this, and from getting run around in circles for 6 months with this bank. My husband continued the fight and upon trying to get back with XXXX XXXX he were told she had resigned from the bank. Back to square one. 
Much contact transpired between XX/XX/XXXX and today with no help to set this situation right. 
We have contacted our State Attorney and then XXXX. XXXX told them that the payments were applied but will not take the fees accrued for their mistake so we can pay what is truly owed on these loans. We also have gotten our own lawyer at our own expense to help rectify XXXX mistake. 
In XX/XX/XXXX we received a letter stating that XXXX sold our loans on XX/XX/XXXX toSLS in XXXX XXXX, XXXX XXXX supposedly has no more to do with this problem. 
SLS is telling us we still owe back to XX/XX/XXXX and ALL the accrued late fees and attorney fees that this problem has caused. These fees were all accumulated because of XXXXXXXXaccounting errors and we are /now suppose to be responsible for them?? 
We have even tried to offer SLS a fair settle amount in a one-time, lump payment to handle this situation, but they act like they do n't even hear us. That is what we were hoping to be able to do because we are told by XX/XX/XXXX they will take our home. 
We have also tried to get them to let us begin to pay our loan as before without fees imposed on us by XXXX mistake, but they still do n't respond. 
We have been paying for this home for 15 years and have XXXX children and can not lose it due to an unreputable, and dishonest bank. Please help us!!! 
Unfortunately, I have no way to scan and upload my payment receipts or any other proof of our good faith to our commitment to repay this loan..

Company response to consumer: Closed with explanation