Consumer complaint received 2022-03-10 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Specialized Loan Servicing Holdings LLC
State: FL

Complaint narrative:
On XX/XX/XXXX I made a {$300.00} additional payment to principal which has not been applied. It was entered by the company as " single item receipt '' then the next day a - {$300.00} " single item receipt '' was entered but was never re-entered as a credit to " payment to principle. '' To my knowledge this has never been fixed. ( Several times the additional payment is initially entered as " single item receipt '' but then re-entered as " payment to principle. See entries on XX/XX/XXXX and XX/XX/XXXX as examples. ) On XX/XX/XXXX the company made an insurance payment of {$3000.00} to the wrong insurance company. On XX/XX/XXXX the company made a payment of {$2300.00} to the correct insurance company. 

I received a check for {$3000.00} as a refund from the old insurance company which had been improperly paid by the mortgage company. I sent in a payment of {$3100.00} through the specialized loan servicing site where I notated that it be applied to escrow. I received an email confirmation stating that the {$3100.00} was applied to escrow shortage with confirmation # XXXX. 

On XX/XX/XXXX they made two {$3100.00} entries. One to " Unapplied Funds unidentified '' and one as a " single item receipt. '' Then on XX/XX/XXXX they made a - {$1400.00} entry to " unapplied funds unidentified '' and another - {$1600.00} also to " unapplied funds unidentified. '' All of this in spite of the fact that I clearly marked the {$3100.00} payment to be applied to the escrow shortage due to their error in paying two insurance bills and received confirmation that it had been done. 

On XX/XX/XXXX, after I saw these entries, I communicated that that the {$3100.00} payment was applied to escrow and referenced the missing {$300.00} payment I made to principle and requested a call back. This communicated through the on-line portal messaging system. 

I received no communication back so on XX/XX/XXXX is sent another similar message through the portal. 

Finally on XX/XX/XXXX I received a call and was told they can not move the funds to escrow because they were already applied to my XXXX mortgage payment ( {$1400.00} which represents an enormous increase due to the escrow shortage they created by double paying the insurance and I was trying to solve by sending in the {$3100.00} payment to escrow to fix their mistake. ) I asked to asked to have a supervisor contact me and requested that this issue be escalated. 

I did get a call back from a supervisor named " XXXX. '' She said she would make the correction and I told her I would go ahead and make the XXXX mortgage payment if she could tell me what my new correct mortgage payment was going to be. She calculated it and told me it would {$1100.00}. I paid that on the XXXX. XXXX also said she would call me back on the XXXX to confirm that everything was taken care of. This call didn't happen. 

On XX/XX/XXXX they made two - {$3100.00} entries one for " unapplied funds unidentified '' and one for " single item receipt. '' They also made an entry of {$1400.00} and {$1600.00}. These four entries canceled out the entries made on XX/XX/XXXX. But the {$3100.00} was still not applied to the escrow. 

The next entry is my {$1100.00} mortgage payment on XX/XX/XXXX. Between XX/XX/XXXX and XX/XX/XXXX I made five attempts to contact XXXX via the on line portal with no luck. On XX/XX/XXXX I received a statement stating that my new mortgage payment was now {$1300.00} which included an extra {$310.00} to cover the " Escrow shortage ... ie the missing {$3100.00} '' On XX/XX/XXXX I received a call from XXXX. She called at XXXX pm. This call lasted approximately 10 minutes. I encourage anyone in management at Specialized Loan Servicing to go pull the recording of this call and experience the single worst attempt at any type of customer service ever recorded in American history. She only wanted to tell me that this issue has been resolved. I was driving in my car and did not have access to my notes, dates, or the ledger. She refused to schedule a call back when I had access to my notes. I asked to speak with a different supervisor who might be more inspired to resolve the issue and was told that any calls would be made at the convenience of the specialized loan servicing employee. Needless to say, the call concluded with no resolution.

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