Consumer complaint received 2020-04-22 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Specialized Loan Servicing Holdings LLC
State: MD

Complaint narrative:
My husband and I have a mortgage that is serviced by Specialized Loan Servicing LLC. We have always made our payments as soon as the billing statement arrives in the mail which occurs between the XXXX and the XXXX of the month preceding the month it is due on the first of the following month. Everything went fine until we sent our XXXX payment in on XX/XX/2020. This is XX/XX/XXXX and we have yet to receive our mortgage billing statement from them for XX/XX/2020. On top of that we find out they have not cashed the check we sent for payment on XX/XX/2020 as well as now they have added late fees. You can not do live chat on their website. When you call their customer service you can not talk to anyone as it always says they are experiencing high call volume so they will do a call back to you. Each time you call, you usually get a phone call several times at which the calls get " dropped '' by their customer care unit. On the one attempt, after 3 call backs I did get a representative in customer care. She told me she is not sure what happened to our XX/XX/2020 mortgage payment. She suggested it may be in their XXXX in California. I aske how often it was checked and she stated " every hour on the hour ''. I also told her it was odd that our payment did not post as well as we got late fees added of which we have never made a late payment ever, and in fact our payments go back out the same day we receive the billing statement which is between usually the XXXX and the XXXX of the month even though she said that was not possible as they do not sent them out until the XXXX of the month, but yet when you check my payment history you can see our payments due post mostly before the XXXX of each month. We live in MD and the payments are sent out she said from Colorado, but the XXXX payments received is in California. It is odd that two things went wrong back to back. You have to wait on call backs and hope you do not have to go through several " dropped '' calls to get to speak to someone in the customer care unit. They are working from home right now. XXXX in customer care took the information. I requested to speak to a manager because XXXX said there was nothing more she could do unless I wanted to make a payment over the phone. She said she could get a manager to do a call back. I asked the name of her manager, but she did not know and said they have six and she was not sure which one would answer. She said she was in XXXX, AZ. I asked her to please make detailed notes because I want the manager to read the notes so they know the issues and to why I called and why I need someone to look into A ) where is my check and why has it not posted? B ) get someone to check the XXXX as XXXX suggested that they may need to get someone to check it to see if my check is there and XXXX XXXX see why we have not received our mortgage billing statement for XXXX and it is now XX/XX/XXXX. This is just totally insane. They have a " chat '' option but it is just premade responses and it just goes back into a loop or you can just leave the chat altogether if you feel that it is not helping. This is just absurd as to why all of a sudden back to back Specialized Loan Servicing does not have our XX/XX/2020 mortgage payment that we mailed XX/XX/2020 and that we also have not received our mortgage billing statement for XXXX as well as they are CHARGING US LATE FEES for a check they can not find. You can see our payment history online. We have always paid early and have never paid late or missed a payment,. Now all of a sudden XXXX did state they are working from home due to the Corona-19 and that there are not many people working. Did this keep us from having our payment posted???? We have a credit rating of XXXX. We are on a limited income but have excellent credit. We want the payment posted, the overdue fees removed and we need our XX/XX/2020 statement so we can send the billing stub along with the payment so it gets to Specialized Loan Servicing. I have noticed that they have a lot of complaints about their company and now we have to file one because they do not seem to care. Their website is archaic. They do not have people you can talk to without doing a callback. You can not get answers. You can not do a live chat. I have been pulling my hair out trying to get through to them and find out what has happened that all of a sudden everything for our loan has now gone down the gutter and our loan is not being serviced by this loan servicing company. It is pathetic to say the least. I am to get a call back once again from a manager within 24 hours. They say they are open 6 to 6 but they do not change their recording on the phone when day light savings time is in effect which is confusing for the customer as well.

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