Consumer complaint received 2024-05-04 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Specialized Loan Servicing Holdings LLC
State: IL

Complaint narrative:
Trnsfd to SLS XX/XX/year> frm XXXX who servcd mort for XXXX mo. I've been a victim of id theft by bk displaying SSN as ref # online & bk stmts. On dark web, multi unauthorized pymts send to billers via billpay, ( bp ) cleared & later rtnd for odd reasons, post dated bp, sched bps bor, entered wrg, wrg acct, wrg amt ect. yet the funds never return to my acct. I lost over $ XXXX, XXXX  pymts were pd & rtnd, XXXX cred. I feverishly pd extra, used other accts anything to save my history & cred. 17pymts unapplied sent XXXX x 's to SLS even by bk, library, atty, mail, fax, email, PDF, all denied by SLS stated blank ink dot pitched even three-way call with the prior servicer who had found 4/5 pymts. never updated. in arbitration with the bank, rival of SLS, SLS has informed me unless I provide details of my arbitration with this Bank they will not update any of my payments, it's true they have not. even charging me for providing direct deposit # & providing the correct route number for the check during the same call the agt ran other. I thanks to check because my father and sister had died and I was paying for two funerals the first month right after I made the payment I was charged for both funerals in the same month on accident I called back immediately explained and asked SLS to hold pymt they ran it anyway. I repeatedly asked for actual amount of payments they've received from me. SLS refuses providing me with a payment history that is incorrect with chopped up payments that we can't verify. I have begged which payments and what the problems are with the proof of payments that I'm sending I get no responses most the time hung up on, instead of updating the pymts try to force modifications and apply fees yet when I proved 7 pys ahead without the payments not applied next day altered Amortization schedule behind again. supposedly five payments weren't paid yet untrue but charged over and beyond fees & the five payments even with the help of the bank on how much to pay and paying in full still behind thousands of dollars they tell me how much to pay I pay that amount and it's raised even if I ask them to verify that this is the entire amount due it's still raised {$13000.00} in the last 3 months and I still owe {$2000.00} because the girl that took the payment was supposed to apply the payment from the three-way call from the former servicer verifying the payment had been paid and then she gave me an amount subtracted the suspense account and gave me a total I paid {$1500.00} my pymt is {$510.00} too low but SLS refuse correct. a {$210.00} balance with left and the suspense account {$190.00} approx. now fees and {$2000.00} 1 week later. proof provided from XXXX and Dot loop the verification companies of forgery on my documents on the originals to the digital signature and the dates have been altered by loan has been deemed fraudulent and SLS has two loan applications that don't match the vendors credit XXXX XXXX XXXX information they are possessing these documents that we used to commit fraud and obtain a loan from a federal agency again I'm being told unless I give details my payments will not be updated and they haven't been sls verified they know that my loan is fraudulent but until I give them those details they are not doing anything on my mortgage loan and they haven't. the escrow account has been changed for some reason with every Mortgage Service I've been transferred from since I began having my mortgage service by SLS stating that the wired transferred remaining escrow balance from the former servicer is a NSF check that I was charged for it's a wired payment four times. three analysis we're done within the first 5 months of my mortgage loan payments were raised four times within the first 5 months of my mortgage loan. SLS does nothing to fix them and now it's stating a new escrow analysis improper and non-compliant. they're adjusting my mortgage loan to teach me a lesson I can't reach them because I'm hung up on they are rude on the phone and they actually had one of my documents investigated for fraud by a person who is a janitor that's exactly what he told me. now I am transferred to a switchboard operator who will help me and will not transfer me. I don't know what to do I feel like I'm being scammed they do a legal things and there's no one doing anything about it they are trying to blackmail me and they purchase loans that are in the rears and then apply modifications I've done a great deal of history on this company that is their goal is to take people 's homes I wasn't behind it was an error. now the company has changed hands and I fear everything will be stated is true because of the lack of assistance and most definitely knowledge when it comes to mortgage loans that I'm receiving the service is very poor and the people who answer the phones are very uneducated get angry very easily and instead of helping they just hang up takes 8 minutes to even get somebody on the phone and then you always get hung up on twice possibly might get somebody the third time it's ridiculous I'm promised that managers will call and no one ever does and if they do nothing absolutely zero gets accomplished you get yelled at I'm XXXX  in XXXX XXXX and sometimes I have a delay so they belittle me because of that telling me I'm speaking over them I try to explain to them I'm on a teleprompter so they just hang up once again but I don't know what to do I'm tired of being talked down to and treat it poorly and all I'm trying to do is pay my mortgage loan and they're burying me illegally

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