Consumer complaint received 2019-09-20 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — 
Company: Specialized Loan Servicing Holdings LLC
State: AZ

Complaint narrative:
On XX/XX/19, I received a letter from XXXX XXXX XXXX informing me that they were transferring my HELOC to a new company called Specialized Loan Servicing LLC ( SLS ) as of XX/XX/19. I was not behind or late with any payments, in fact, I was paying an extra $ XXXX and the payment was due on the XXXX and I would mail it on or around the XXXX. To date ( XX/XX/19 ) I have NEVER received anything in the mail from the new company. 
On XX/XX/19, I called Specialized Loan Servicing asking where my statement was that was due XX/XX/XXXX. I was told that because they just got my loan turned over to them, and they have 60 DAYS to process it, I would have to wait until XX/XX/XXXX and make a double payment PLUS pay the extra interest accruing. They also told me that XXXX had sent me a statement for them. XXXX had sent the statement but it had XXXX 's acct # on it and their address. So I asked the guy to give me the new loan number and confirmed their address was the one XXXX had provided in their letter. I hung up & wrote the check, included the XXXX remittance with the NEW acct number on it & the check, and mailed it to SLS the next day. 
So now it's a month later, XX/XX/19 and and I STILL have NO STATEMENT - or any other contact - so I can pay SLS. I called them today ( XX/XX/19 ) & spoke to XXXX XXXX # XXXX. I asked her if they had mailed my XXXX statement yet because I still didn't have it. XXXX told me they COULDN'T mail me a statement because my loan is a HELOC. " So? '' I replied. " We can't tell you what your payment is every month, you have to call in and ask so we can tell you what it is at that minute and then make the payment right then and there over the phone. '' SERIOUSLY?!?!?! I've had 3 HELOCs over the past 25 yrs and ALWAYS gotten a monthly statement. I argued with her for another 5 mins asking over and over for a statement and she also told me that they have 60 DAYS to get my account up & running. I finally gave up and hung up. 
My letter from XXXX dated XX/XX/19 said SLS would 'send a letter in the next FEW wks with my new acct #, pymt address. ' The letter also said SLS would 'support my account needs, including STATEMENTS, billing, payment processing ... ... ' I also didn't have my statement from XXXX XXXX for my home owner 's insurance due XX/XX/19. So I called them yesterday and was told that it was sent to Specialized Loan Servicing per their request since they are my new MORTGAGE COMPANY. Since when is a HELOC loan responsible for paying home owners ins since there is no escrow acct and I still have a 1st mortgage? SLS couldn't contact me but they did contact my ins co. 
I don't know who this 'fly-by-night ' company is but they need to be shut down. They have no idea what they are doing and shame on XXXX for contracting with them.

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