Consumer complaint received 2021-07-22 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Specialized Loan Servicing Holdings LLC
State: FL

Complaint narrative:
Specialized Loan Servicing ( SLS ) recently purchased my loan from XXXX XXXX. They have consistently lied to me about records, amounts and services. 

The loan was transferred in XX/XX/2021, I received no documents from SLS, only from XXXX XXXX about the transfer. When I contacted SLS to make payment in XX/XX/2021 the representative was evasive when I asked about the lack of any formal notice from them. 

To this day, XX/XX/2021 I have still never received the welcome package. 

In XX/XX/2021 I set up payment for the mortgage via their online portal. I entered my checking information, verified it and made payment. A few days later I noticed they had not deduced the money from my account. 

I logged in, verified the account was correct and called their toll free number. The representative insisted that I had made a mistake entering my account number even though I was looking at their own interface showing the correct last 4 numbers of my account. The representative then read back to me four numbers transposed, NOT what was showing on their own system in front of me. I informed her she was incorrect and she became rude and defiant. Tensions escalated and I ended the call, entering the account number a second time into their system and making a second payment. 

The second payment went through. After logging in the next day, the last 4 digits of one of the entries suddenly now shows transposed numbers as she had read over the phone. I am left with no other conclusion other than Specialized Loan Servicing intentionally changed my account information to make me miss a payment. 

XX/XX/2021, I received a " second notification '' that Specialized Loan Servicing had no record of my condo flood insurance stating that they would purchase expensive insurance a few days from the letters mailing date if I did not provide proof of insurance. 

I never received the first letter. Specialized Loan Servicing appears to habitually not mailing customers important documents and then attempting to charge exorbitant fees as a result. I uploaded the proof of insurance to their portal and as of this writing and have not heard back. 

XX/XX/2021 - I called to setup bi-weekly payments. After going through the process with the representative on the phone, at the end she asked me for my full routing and account number even though the account is on file with them, she then asked if I wanted to set up monthly, semi-weekly or bi-weekly payments. The entire call had been about setting up bi-weekly payments. Specialized Loan Servicing then charged me a mandatory " convenience fee of {$12.00} '' to process the payment request over the phone which I could not process any other way. 

I believe that Specialized Loan Servicing engages in malicious and criminal behavior in an attempt to extort money from its customers through fraudulent means. They use dishonest and deceptive business practices with the intent to extract as much money from customers as possible by forcing delinquent payments resulting in fees. T Specialized Loan Servicing forces customers to call in for bi-weekly payments and then forces customers to pay a service fee for doing so. This is extortion. 

If you do a web search for Specialized Loan Servicing you will see thousands of complaints similar in nature to what I have detailed here and more.

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