Consumer complaint received 2020-04-18
Company: Specialized Loan Servicing Holdings LLC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I was not made aware of the serious issues until I received a insurance cancellation in XXXX of XXXX. We have a XXXX XXXX XXXX. I was notified the vehicle portion of the policy had not been paid. Specialized Loan Services had taken over the loan from XXXX XXXX Home Mortgage in XXXX of XXXX. There had been an issue with SLS in XXXX of XXXX when they advised no payment had been made in XXXX. We had paid the full mortgage payment on XX/XX/XXXX from our joint account. I questioned the payment but went ahead and made another full payment on XX/XX/XXXX from my account. 
When receiving the cancellation in XXXX of XXXX regarding the insurance I contacted SLS. There was a discrepancy on the escrow account. We pay XXXX a month escrow. SLS had made the payment in XX/XX/XXXX of XXXX to XXXX for part of the policy. SLS refused to pay the XXXX for the remainder of the policy. After speaking with SLS they refused to pay the remainder of the amount due nor would they refund my escrow to pay the remainder of the policy. It was at this time I began to check more closely to the account. We had never been provided any documents prior to SLS taking over the account. The first notification was dated XX/XX/XXXX. They later provided letters indicating correspondence prior to XX/XX/XXXX but we never received anything. 
XX/XX/XXXX a payment was made to XXXX XXXX XXXX Mortgage thinking they were still our lender. XXXX XXXX accepted the payment. Certified bank records clearly indicated this transaction. SLS was provided this statement but did not acknowledge anything in their response to me. The additional payment made on XX/XX/XXXX was also ignored by SLS after being provided certified bank statements. 
During the next 12 months nothing was provided by SLS. Continuous and harassing phone calls wanting additional payments. When I requested documentation and monthly billing statements it fell on deaf ears. Some phone operators would say they would send them but we never received anything. Meanwhile they posted late charges to my account. Only in their response to my complaint they now advise of XXXX in late charges and refuse to release the escrow because of the unknown late charges. I then checked my credit score and they first reported a 30 days late for XXXX of XXXX. Oddly enough their statement indicated on time payment. Once I filed the complaint SLS then goes back and reports me 30 days late for XXXX and XXXX of XXXX. 
I have followed everything SLS ask to try and resolve the issues. I am still making monthly payments to XXXX XXXX because SLS refused to pay my insurance or refund my escrow. I am still paying XXXX in escrow because they refuse to cancel escrow payments because of late charges they have falsely added to my account. I can't stop making the escrow payments because they will show me not making full Mortgage payments. 
After researching SLS there is a clear indication of problems and questionable business practices. I am a 30  year XXXX XXXX  XXXX  with 15 years of XXXX XXXX. I am going to contact the Virginia Attorney General 's Office and ask for a investigation regarding Specialized Loan Services.

You request the loan number or account number. I can't give you either one because I have never been provided that information.

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