Consumer complaint received 2020-01-24
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Specialized Loan Servicing Holdings LLC (OH)

I initiated a payment through my bank 's online bill pay feature ( XXXX XXXX  ) on XX/XX/XXXX. I decided on XX/XX/XXXX to try to refinance the mortgage with a new company at a lower interest rate. During the application process, I discovered that my XXXX payment was not reflected on my mortgage. I called the mortgage company XX/XX/XXXX ( the first day they were open after a weekend and XXXX day ). They advised I'd have to send proof of payment and non-refund. I printed out entire banking history from my account for all of XXXX and XXXX, provided them with a bank statement covering the period of time in question, a transaction history of all the payments made to them for the past 2 years. I emailed all of this information to XXXX per the instructions given to me on the phone on XX/XX/XXXX at XXXX XXXX. Then I contacted my bank and the bank verified that it was made and had not bounced back for any reason. The next day ( XX/XX/XXXX ) I called Specialized Loan Servicing to verify they had received my information and that they would be working on finding my payment. They said they did receive the information and their turn around time was looking like 55 days. I told them that this is unacceptable and that this would require me to make 2 more payments and have them held in suspense or at least partially in suspense because the payments would cover a full month owed for XXXX now that late fees had been accrued. I advised them that I was trying to refinance my mortgage and that this would be detriment to me as negative marks on my credit for a late mortgage payment. I asked to speak to a supervisor and was told that wasn't possible. From there I was told they would do what they could to advance my issue to a supervisor and the cashiers department who would be investigating my claim. This was XX/XX/XXXX. I have called twice daily since that time and been told by each person I've spoken to that they will escalate this to a supervisor and the cashiers department, but as of the time of the phone call nothing has changed. In the meantime, the collection letters and phone calls have started coming in and the notice of my rights to payment counseling. This is insulting. My credit score is nearly 800 and I pay my payment 5-10 days early every single month. I am now accruing additional interest charges through no fault of my own, and no one will let me speak to anyone other than the customer service people. Today ( XX/XX/XXXX ) I was told that I didn't submit my information until XX/XX/XXXX which didn't match the email I sent XX/XX/XXXX, so I expressed my displeasure with their inaccurate record keeping. Also, on XX/XX/XXXX, I did compose a letter explaining to them that this was tortious conduct and that I would be retaining an attorney in 3 business days if this was not being remedied sufficiently. After my call today ( XX/XX/XXXX ) I was told " That's the chance you take when you make an online bill payment ''. In the 25 years that I've been using my bank 's online bill payment, NOT ONE time has a payment been late or gone missing. Again I stressed the damage that is occurring to me with added interest and late fees. How can I send a XXXX payment that will only be held in suspense because it doesn't meet the total due for XXXX? The snowball is now rolling down the hill and this will become ugly quickly. I need help, PLEASE!!!