Consumer complaint received 2016-11-25
Company: Specialized Loan Servicing Holdings LLC
State: MA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
My mortgage loan was transferred to Specialized Loan Servicing via XXXX XXXX effective date XXXX/XXXX/2016. XXXX would not process my XXXX 2016 payment and instructed me to contact Specialized Loan Servicing ( my new servicer ) and that a welcome packet would be forthcoming with contact information. As of XXXX/XXXX/2016 we had yet to receive a welcome package so we located contact information so we could get the payment credited. The rep informed us that they only had a " XXXX '' account on their system, but said we could make a payment via their XXXX XXXX Speed Pay for a fee of {$9.00}. We made the payment and patiently awaited the Welcome Package that the rep indicated would be sent to us soon that would contain instructions on future payments etc. On XXXX XXXX Specialized Loan Debited our account for the XXXX/XXXX/2016 payment and also sent us a copy of the confirmation from XXXX XXXX. On XXXX/XXXX/2016 I received an overdue notice from Specialized Loan Servicing for the XXXX/XXXX/2016 payment. I also received a statement dated XXXX/XXXX/2016 indicating that my XXXX/XXXX/2016 payment was overdue, plus the XXXX/XXXX/2016, and my upcoming XXXX/XXXX/2016 payment. I also got the welcome letter ( finally ) on this day. I promptly contacted the customer service department and asked why my XXXX payment was still reflected as overdue. The rep had no idea and said she could see it in the system and is n't sure why it has n't been applied. She transferred me to another department and I spoke with XXXX. XXXX indicated that he could also see the payment and had no knowledge of why my payment has n't been credited. He stated someone would contact me by XXXX/XXXX/2016 while they launched an " investigation. '' I have set up an online account in the meantime and have anxiously been checking for my payment to finally be credited. Meanwhile I keep receiving overdue notices in the mail for the XXXX payment, yet still no call back. I am extremely anxious that the XXXX payment I have set up from my XXXX account is also going to go into limbo. I have desperately been trying to get my account on track after prior issues when I was laid off and I ran into a nightmare with XXXX while going through a denied loan modification. I 'm finally getting my finances on track and I feel I keep running into challenges when I simply just want to pay my bill and have a payment credited on my account. On XXXX/XXXX/2016 I sent a priority letter to Specialized Loan Servicing detailing the issue I am having along with the enclosures supporting the proof of payment. I have read numerous complaints regarding this exact issue I am experiencing. I am extremely worried that I will go through this with every payment. I understand there can be problems during account transfers, but a customer should be able to contact them and get a resolution for something as simple as payment which was processed entirely by them and not have to wait weeks for an answer. I am now out an additional {$21.00} for having to send them proof of payment. That is over {$30.00} just to make one payment. It should n't be this hard. I want this issue tracked and I feel they should n't be able to have accounts transitioned to them unless prior to the effective date of transfer are they able to process customer payments and not just have " XXXX '' information for new assignees. I could actually live with that, if they were n't also sending me incorrect overdue notices and statements which do nothing but send me into panic. Please Help! Thanks!

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