Consumer complaint received 2019-09-27 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Incorrect information on your report — Account status incorrect
Company: Specialized Loan Servicing Holdings LLC
State: GA

Complaint narrative:
Our account was purchased from XXXX XXXX XXXX by Specialized Loan Servicing at the end of last year. We were notified by XXXX XXXX XXXX that there would be no required action for us during this change. We have always paid our mortgage via automated online bill pay, which we continued to do so. Our account was transferred to SLS in XX/XX/2019. Our payments in XXXX, XXXX and XXXX were deducted from our XXXX XXXX XXXX bill pay and transferred to SLS via XXXX XXXX XXXX. Suddenly, this transfer stopped happening for the XXXX and XXXX payments. This was unknown to us as the XXXX and XXXX payments were shown as deducted from our bank account and we were notified that those payments had been paid via online bill pay. In XXXX, we received communication from SLS via a XXXX letter that our mortgage had not been paid. We immediately called SLS on XX/XX/19 to resolve the issue. We were able to go back and see where XXXX XXXX XXXX withdrew the funds from our account, however, they stopped transferring those payments to SLS. On XX/XX/19 when we spoke to a SLS representative they were able to confirm receipt of payments from XXXX XXXX XXXX online bill pay for payments leading up to XXXX and XXXX. We went ahead and paid both months of the overdue bill as well as the upcoming XXXX payment. We also went ahead and set up automatic bill pay with SLS to avoid any future issues and canceled our autopay with XXXX  XXXX XXXX. We took care of paying all outstanding amounts, along with the XX/XX/2019 payment that day. Since then, all payments have been made on time through autopay. 
The good news is that all the payments were caught up and I was able to get my money back from XXXX XXXX XXXX. The bad news, is that we are now trying to sell and buy a new home. We are literally in our last days of due diligence and I have thousands of dollars at stake in earnest money, and this issue has popped back up as of Monday XX/XX/19. I have since reached out to SLS multiple times. I spoke to a SLS representative that was so helpful. She said that she was able to see the notes in the system from this issue and that she would be able to escalate my concerns to the CC3 department. We discussed that I needed those two months of late payments to be removed from my account and credit reporting. She said that should not be a problem and would escalate my ticket as far up as she could, knowing that I was under extreme time constraints. She mentioned that I would receive a call back that same day or the next day. After not receiving a call back on Tuesday XX/XX/XXXX, I called and spoke to another representative that morning. She informed me that what I was told before may not be the case, as this issue could take more time to resolve. I was told to write a letter explaining the situation and provide statements showing where my payments were deducted from XXXX  XXXX XXXX ( see below ). I also included screen shots showing that all of my mortgage payments were withdrawn from my XXXX  XXXX XXXX account on time. SLS confirmed that they could see in their system that the XXXX, XXXX and XXXX payments were transferred to them by XXXXXXXX XXXX XXXX. I also provided statements that showed all of my other mortgage payments have been made on time since then to both my SLS account and then also to my other mortgage account that XXXX XXXX XXXX still holds. XXXX XXXX XXXX has provided me with letters showing that payments were all paid via online bill pay, by them ( attached ). 
I have attached all documents that I have to be able to give at this time. I can show you where the payments were deducted from my account. SLS admitted that they could see in their system where the payments were transferred to SLS XXXX, XXXX, and XXXX by XXXX  XXXX XXXX. You can see where the XXXX and XXXX payments were deducted from my account but not transferred to SLS by XXXX XXXX XXXX. You can see that when we learned of this issue and spoke to SLS on XX/XX/19, we immediately made payment for the two missed payments and the upcoming payment at once. I have begged SLS to help me. I have been speaking to their cusotmer service agents all week, who have told me they can not help me. I have asked to speak to a supervisor and been told that there were no supervisors available. Or that there were no supervisors currently on duty or on the floor. Or that supervisors did not field these types of calls. I spoke to one supervisor who treated me disrespectfully and rudely. When asked to speak to a manager,  he told me no. When I asked to speak to his supervisor, he told me no. He literally told me that his boss ( XXXX ) didn't take calls and that he could not transfer me to him. I asked to speak to anyone above him and he said no, because anyone else is going to tell you the same thing I am. I begged to speak to anyone that could help me, explaining that my situation was unique and that I just had to keep climbing the ladder until I got to someone who could assist me. He still refused to help me or transfer me. I asked if I could leave a message for " XXXX '' and he said no that he did not accept calls but that he would send him an email to see if he would help me but that I " should not count on a call back from him ''. Again, I was treated beneath everyone at this company and received no help. I asked this same supervisor for a consumer complaint department or number ... he said they did not have one. I asked for the number to the legal department ... he said they did not have one. I told him that I was trying everything I could to try to get this issue resolved in a way that was beneficial for everyone but that I was afraid I was going to have to involve my attorney. He then said to me that " in that case, your attorney will know where to send the subpeona. '' Who says that? Who says that to a client? The non helpfulness and rudeness is one thing. This company has horrible customer service. But to refuse a client access to upper management to seek help, then refuse any sort of avenue to  submit a complaint, and then to boldly tell a client to just send a subpeona is shocking. Apparently this must be a standard practice of this company. I have continued to call and continued to be ignored. I have asked repeatedly to speak to someone who can help me and have been denied. I have repeatedly asked for explanations and have been denied. This issue has kept me from my job all week. It has kept me from my family all week. It has caused me physical and emotional distress. If this issue is not resolved quickly, it will keep me from not only losing my dream house but also from getting ANY mortgage or house. This issue has popped up late in the process and, as I explained multiple times, I have already sold my home. If this issue is not corrected on my credit report immediately I will lose thousands of dollars of earnest money and I will also have no home to move into as mine is already sold. I understand that these issues usually take time but please understand, I need your help swiftly.

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