Consumer complaint received 2021-07-27
Company: Specialized Loan Servicing Holdings LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I have been attempting to work with SLS Mortgage company to bring my account current. They have, and continue to, mislead, redirect and outright lie to me about my account. 

On XX/XX/XXXX, I submitted 2 payments, one of them being {$6100.00} from my XXXX XXXX XXXX XXXX XXXX account. I just received the below email yesterday evening DENYING acceptance of my payment, which was sent - as directed by SLS phone staff - to their MAILING ADDRESS as they were unwilling to accept electronic or phone payment from me. 

SLS refused to accept this payment and the payment is now being redirect back into my XXXX XXXX XXXX XXXX XXXX account. 


I fully expect to receive notification that my second payment was also not accepted, however, I have not received it yet. 

Also - there is an UNAPPLIED amount which still exists against the account - although during my call yesterday, in which XXXX XXXX XXXX was also witness, SLS was advised to accept the full amount of unapplied funds to be immediately applied to the account. ( *Screenshot attachment ) -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- ( EMAIL ) -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Subject : Important Information Regarding Your XXXX XXXX XXXX XXXX XXXX Bill Payment XXXX Mon, XX/XX/XXXX, XXXX XXXX  ( 11 hours ago ) to me XX/XX/2021 Dear XXXX XXXX XXXX We tried to process your payment to SPECIALIZED LOAN SERVICING for {$6100.00} on XX/XX/2021, but it was returned to our processing center due to the payee 's refusal to accept the payment. The payment will be credited back to your funding account. Please allow 2 to 3 business days for the refund to post to your account. 


If you have any questions regarding this return, please work directly with your payee. You may need to update your payee information before scheduling a new payment. If you need assistance updating your payee information in the bill payment system, please contact the bill payment support area of your online banking organization. 


Sincerely, Electronic Bill Payment Support This message contains confidential and proprietary information of the sender, and is intended only for the person ( s ) to whom it is addressed. Any use, distribution, copying or disclosure by any other person is strictly prohibited. If you have received this message in error, please notify your online banking organization immediately, and delete the original message without making a copy. Please do not respond to this email. The email box is not monitored. 
The information contained in this message is proprietary and/or confidential. If you are not the intended recipient, please : ( i ) delete the message and all copies ; ( ii ) do not disclose, distribute or use the message in any manner ; and ( iii ) notify the sender immediately. In addition, please be aware that any message addressed to our domain is subject to archiving and review by persons other than the intended recipient. Thank you.

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