Consumer complaint received 2015-04-12 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: Specialized Loan Servicing Holdings LLC
State: GA

Complaint narrative:
XXXX XXXX Bank provided me with written information of Specializing Loan Servicing LLC being my server. My mortgage was XXXX months late at the time XXXX informed me of the changes. A payment of the XXXX past due amounts were sent to XXXX XXXX leaving a balance of XXXX late payment and late fees. Specializing Loan Servicing LLC sent me a letter on XXXX/XXXX/15 indicating the amount of the debt XXXX comprising of unpaid principal of {$150000.00}, deferred principal of {$0.00}, deferred interest of {$0.00}, uncollected interest of {$1200.00}, escrow balance/advances of $ XXXX, and outstanding fees of {$190.00}. 

At the time XXXX informed me of these changes, I was in the process of submitting a loan modification package to XXXX in effort of getting a fix rate and to lower my loan according to my income and living expenses. XXXX had informed me that the uncollected interest of {$1200.00} could be placed toward the end of my loan once a modification was developed. 
. A request of a loan modification was presented through SLS. The modification packet needed tax information which took some time since the income tax information needed was not completed during these changes until XXXX XXXX, 2015. 
A telephone call was to inform SSL that my XXXX month payment of XXXX had not been taken from my XXXX Account as scheduled. SSL staff informed me she had taken down the wrong banking account information. I then asked when was someone going to call me and the same staff that provided assistance to me apologized and said she had made a mistake and someone should have called and informed me. I reminded her that she had been the XXXX to take my payment and should have been the XXXX to inform me. At this time the XXXX payment of {$1000.00} was processed as she also indicated she would email me the confirmation ( because at this point I was driving my car ). 

The day after ( same month of XXXX ) the payment was processed I received a telephone call ( XXXX ) from someone from SLS Customer Care Center that was very aggressive and a very distasteful attitude toward me. He talked at me and not to me as he threatens me about my account. I explained to this person that I had not been talk to ever like this since I 've been with XXXX and his tone and attitude made me very nervous. He said I owed for XXXX payments and soon XXXX. I further explained that I never would have had more than XXXX payment owed to XXXX but I was hospitalized in XXXX and it caused a hardship, but he did not want to hear that! When XXXX notified me of the changes I did owe XXXX for XXXX months because I always been at least XXXX month behind because XXXX took my XXXX payment on my XXXX modification with XXXX and applied it toward my escrow, therefore I began to accrue late fees which gave me the late fees of {$1200.00} that SSL is including into my payments and counting as a monthly payment ( which it is not! ) This employee was not wanting nor trying to hear anything that I had to say. He tells me I owe for XXXX months and I tell him there was a payment setup earlier in XXXX but the payment was actually applied to the account ( which I see on a statement sent to me on XXXX XXXX, 2015 as not being applied ) on XXXX XXXX or XXXX after the due date. He tells me that I would have to pay the past due amounts owed to XXXX and I agreed to pay asking for a payment plan until the medication packet is received. He refused to work with me and did n't want to accept the terms. I talked to a HOPE counselor and she connected me to SSL to set up a payment plan. A couple days later I called customer services and they put me with someone who was willing to listen and placed me on a payment plan which stated my payments would be set for XXXX/XXXX/15 of {$1000.00}, XXXX/XXXX/15 {$1000.00} which would leave me with only XXXX payment which I will pay it the XXXX week XXXX

Company response to consumer: Closed with explanation