Consumer complaint received 2019-02-28 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: CA

Complaint narrative:
We modified our loan in XX/XX/XXXX and have made the payment, Automatically from our bank every single month since then. In early XX/XX/XXXX, I got a call from " XXXX '' in the Recovery Department at Specialized Loan Servicing. He indicated that my mortgage payments were two payments behind. I was shocked, because I knew that they had been made. I asked him to research it, because I had made the payments. I had worked with XXXX all the way through my modification process, so I was confident that he would get to the bottom of the problem and I really trusted him to do what he said he would. Later, he called and told me that I needed to write a letter, showing that I had made the payments. NEVER was I told that I was sending a letter too late to be helped, etc. XXXX also sent me a print out of all the payments that I had made. I could NOT see in the print out where I had not made a payment. I did see that my XXXX and XX/XX/XXXX payments had been misapplied to Principal. 

I sent a letter to SLS, by Fax on XX/XX/XXXX. In that letter, I explained that our payments had been made on time and that they had not been applied correctly. Some time later, I got a letter saying that SLS would not fix their mistake. I continued to make my payment each month and really didn't worry about it. I figured that I would eventually get them to fix it and they weren't taking any action against us. 

In XX/XX/XXXX, I got a call saying that I need to make up now 3 payments. For a total of {$500.00} and that if I wanted to, I could add a little to each payment to make up the difference. I was just infuriated because I don't owe this money. It is literally the PRINCIPLE of the matter. I can pay them this money, but I don't feel I should have to, because I did pay it. I also don't understand how they can say that their Cash Department just won't " Fix '' the mistake. It's literally an inputting error. 

Then, I received a Default Notice dated XX/XX/XXXX. I called and was told that I could not even make up the payments and that no payment would be accepted until it was the full amount. 

My payments are still being sent to SLS in the same manner, directly from my bank AND they're still be accepted. 

My XX/XX/XXXX statement says that I am only one payment behind. And that I only owe {$350.00}. However, when I called today, I was told that I owed for 2 months, plus my next XXXX payment for a total of {$500.00}. 

I want the following assistance from your organization : 1. I would like SLS to make an exception to their " rule '' and fix their mistake on our loan and correctly our payments. 

I am quite concerned for other consumers who they might have done this to. Our situation is unusual in that our payment isn't very high at all. I can make this payment, but what about people who have a large payment. What about them? I wonder if this is an ongoing practice with in SLS? 

I would also the Consumer Finance Department to counsel SLS on correctly preparing statements. How can I owe all these different amounts? It makes No sense. 

I would appreciate any help that your agency can offer and I would like your help in working with SLS to do the right thing and fix their mistake. 

Thank you, Sincerely, XXXX XXXX XXXX XXXX XXXX, XXXX, Ca XXXX XXXX ( XXXX ) XXXX

Company response to consumer: Closed with explanation