Consumer complaint received 2024-04-18 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Specialized Loan Servicing Holdings LLC
State: MA

Complaint narrative:
This is a multi-step problem that started with XXXX losing our payments after multiple proof points showing we paid, it entered XXXX 's accounts as confirmed by account and routing numbers, then XXXX selling our loan to Specliazed Load Servicing ( SLS ) in the midst of this. While XXXX XXXX is at fault and we have countless proof points they lost our payment. While that's not SLS 's problem, how SLS handled us and the process once they took over our mortgage is a major concern the CFPB should audit and look into. 

Namely, while the payment issue was happening, SLS specifically advised us on recorded lines not to send another payment because it would be misapplied to our account. This went on for a few months this dozens of weekly calls trying to resolve the issue during the sale of the mortgage between XXXX and SLS. SLS asked us to email and fax private financial information on many occasions using unsecured resources despite us sharing our concern about this practice. We repeatedly were asked to send supporting data that we've sent more times than we can count only for them to claim it was lost or they never received ( multiple times ) it despite us confirming faxes and emails countless times. Where did our private financial information go? How is this safe? Where are our rights? 

SLS refused our countless requests to escalate the issue until I finally emailed the executive team. An XXXX XXXX XXXX I'll save his last name ) appeared to be helpful claiming he was speaking to people at XXXX only for us to learn now that was not happening. All the backup, proof, and private information we have been providing XXXX for over XXXX months never made it to anyone at XXXX. Once we got to XXXX, we had to restart all over again because they had nothing. A year later after countless calls, emails, etc, this remains unresolved. Our credit is being held captive by the failure of XXXX and then a breakdown between SLS and XXXX in the mortgage buyout. Even as SLS said they were pausing credit reporting, I key getting alerts and providing proof of alerts that this is still happening despite promises to the opposite. 

This has officially been over a year and this needs to be fixed once and for all. These lenders can't hold us captive any longer. We have called endlessly trying to resolve this. They claim to have all recordings, but won't provide the recordings that prove their own service center was providing us guidance on payment. They won't provide proof of communications between XXXX and SLS. They won't cc us on emails. They won't prove communications and supporting data were sent between the XXXX. SLS broke privacy laws by where and how they were asking us to send private information. They even recorded me without my permission when I made it clear they were to stop the recording and call me if necessary. Wire tapping is a serious offense. 

SLS needs to be audited and our rights need to be protected. This may have started with an error with XXXX. That said, SLS owns the mortgage and therefore owns the contract with us. We have gotten the constant run around with almost an uncountable amount of communication. An enormous amount of " rock fetching '' to provide endless proof that we have provided and that proof supports our case here. I get each side here will point fingers at each other. In the meantime, we are stuck in the middle and things we are and were being told are and were not happening even if intent at times was good. There mortgage companies can not take more than XXXX months to solve their finance and accounting issues which are apparent. Their service people need to be better trained and provided better guidance. Finally, when a consumer asks for proof, it should be provided just like we provide it. We both have an obligation to each other.

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