Consumer complaint received 2024-02-22 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Specialized Loan Servicing Holdings LLC
State: AL

Complaint narrative:
In XX/XX/XXXX, I was approved to take part in a state program ( Mortgage Assistance Alabama ). 
I'm having issues with Specialized Loans inaccuracy when it comes to payments that they have received from the ( XXXX XXXX and from me. Also, I'm having a push-back with making payments to this company. However, I will start with the discrepancies in payments and money that they have received. 
On XX/XX/XXXX, the ( MAA Program ) sent Specialized Loans {$17000.00} towards my mortgage. On XXXX, they received a payment in the amount of {$950.00}, On XX/XX/XXXX, they received ( {$950.00} ), XX/XX/XXXX ( {$950.00} ) was sent, and on XX/XX/XXXX an amount of ( {$95000.00} ) was sent and Specialized Loans sent it back to ( XXXX  ). On XX/XX/XXXX a payment in the amount of ( {$1100.00} ) was sent to ( SLS ) but they received it early on XX/XX/XXXX ). Due to the increase in my mortgage payment an additional payment of ( {$140.00} ) was sent to cover the increase. In addition, On XX/XX/XXXX was paid for XXXX in the amount of ( {$1100.00} ) and on XX/XX/XXXX another payment was also paid for XXXX payment in the amount of ( {$1100.00} ), On XX/XX/XXXX, a payment of ( {$1100.00} ) was scheduled and paid on XXXX, XXXX, XXXX, i XXXX XXXX a payment of ( {$1100.00} ) was scheduled and paid on XX/XX/XXXX, on ( XXXX ) a payment was scheduled and paid on ( XXXX, In XX/XX/XXXX ( {$1100.00} ), and a payment for XXXX was paid on XXXX, a payment for XXXX was paid on ( XX/XX/XXXX, a payment for XXXX was paid on ( XXXX, and a payment for XX/XX/XXXX was paid on XXXX. 
I called on XXXX wanting to make a payment for XX/XX/XXXX and was told that I was delinquent for XX/XX/XXXX, XX/XX/XXXX, and for XX/XX/XXXX. I told them that received the payments for those months. I was unable to make the payment after being on the phone almost XXXX minutes. So, I called back on XX/XX/XXXX, and the customer service representative stated that I owed in the area of ( {$3000.00}, however ; she allowed to me to make a payment of ( {$1100.00} ) and I stated that XXXX has already been paid by the ( XXXX  Program ) and for my payment to go towards XXXX. I called back on XX/XX/XXXX to make the XXXX 's payment and I was on hold for approximately ( 20 ) minutes, then the phone was disconnected. I tried calling back again and it kept happening. I thought perhaps its technical difficulties. However, I soon learned that it was ( SLS ). For example, I called on XX/XX/XXXX while at work and was put on hold for almost an hour, and was told that I now owed for XXXX, XXXX, XXXX and for XXXX. I told the representative that that was in accurate. I kept asking if I could make a payment and kept telling me about a possible foreclosure, I called on XX/XX/XXXX, and asked if I could make XXXX 's payment and she allowed me to do so if I sent her my history of payments that was paid to them through the XXXX XXXX XXXX XXXXXXXX and payments that I had make. I did in fact email the documents labeled ( XXXX, XXXX, XXXX  and XXXX  ). I never heard anything back from this company. No one reached to help me resolve this issue. I tried to call back in XX/XX/XXXX, and the customer representative who said his name was ( XXXX ) refused to take a payment from me. He did give me the spill on my account and referencing foreclosure. I listened and he kept going for a substantial amount of time, so I interjected and asked if I could read off my history of payments. He told me to be quiet and let him talk. I stated that he had been talking for at least twenty minutes. I repeatedly asked if I could please make a payment, so I could get to the hospital. He refused. I stated to ( XXXX ) that his actions was unbelievable and that I will record the rest of our conversation, so people can hear and believe that I'm not fabricating what I'm saying. I then requested for another customer representative and someone who said his name was ( XXXX ) answered. He gave me his spill, and I asked him if I could make a payment and he refused. He didn't say why he was refusing, but I was never able to make a payment. I have received letters referencing foreclosure. I have also submitted monthly statements labeled ( XXXX & XXXX ) which shows discrepancies of when the payments were made. 
XXXX XXXX XXXX who is the underwriter for the ( XXXX  ) program on numerous occasions has went over all of the payments that this company has received and she has stated that no payments were missed for XXXX XXXX XXXX. She stated that she can attest to the payments. Her contact information is ( XXXX ).

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