Consumer complaint received 2020-05-22 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Specialized Loan Servicing Holdings LLC
State: FL

Complaint narrative:
SLS Mortgage ... XXXX XXXX XXXX XXXX XXXX $ XXXX. They put payment into suspense. 

Never short even with increase in escrow payment comes to {$2300.00}. 

I have made at least 10 call tickets and had conversations with just as many agents beginning XXXX of XXXX. NO HELP WHATSOEVER. 

XX/XX/XXXX - Called to question the large increase in payment. Escrow calculation was provided. Incorrectly calculated. Agent apologized and said it would be corrected, no problem. 

XX/XX/XXXX - Statement arrived with incorrect amount due, but we knew SLS was fixing it. 

XX/XX/XXXX - Statement arriving again with wrong amount. Called agent again - told me a " ticket '' was being created to address the issue. They said the payment was lost. I had to provide proof of payment by sending requested documentation to XXXX. Rec 'd email stating docs were received. 

XX/XX/XXXX - I called to check. This agent said a " ticket '' was never created previously. They said the only thing that was noted was a request to waive penalty. This agent created another " ticket '' to fix the " missing payment ''. I was assured it would be corrected, no problem. 

XX/XX/XXXX - Statement arrives - NOT fixed. 
XX/XX/XXXX - Called agent. Stated the other ticket was closed because now they said that XXXX payment wasn't missing! ANOTHER " ticket '' was opened for a " missing '' XXXX payment. Agent said shouldn't be an issue anymore. It will take 3 - 5 days to correct the problem. 


To this day, SLS has not corrected the problem. 


***Big Picture : Old mortgage amount XXXX. New mortgage amount after escrow ( corrected ) {$2300.00}. WE SENT {$2400.00} EVERY MONTH 4 TO 5 DAYS BEFORE DUE DATE. NEVER LATE, ALWAYS PAID MORE THAN THE PAYMENT DUE. *** XX/XX/XXXX STMT Due XXXX {$2300.00}. No issues PAID {$2400.00} XX/XX/XXXX for XXXX. 

XX/XX/XXXX STMT Due XXXX {$2300.00}. No issues PAID {$2400.00} XX/XX/XXXX for XXXX. 

NEW PAYMENT WITH NEW ESCROW AMOUNT {$2900.00} ( INCORRECTLY CALCULATED. THEY EVENTUALLY FIXED THE ESCROW AMOUNT ). 

XX/XX/XXXX STMT Due XXXX XXXX ( WRONG AMOUNT ) PAID {$2400.00} XX/XX/XXXX for XXXX SLS PUT XX/XX/XXXX PAYMENT IN SUSPENSE CAUSING THE STATEMENTS FROM HERE FORWARD TO SHOW PAST DUE BALANCE! 

( THEY CORRECTED ESCROW - NEW PAYMENT AMOUNT TO {$2300.00} ). 

XX/XX/XXXX STMT Due XXXX {$2300.00} + PAST DUE AMOUNT {$2300.00}. PAID {$2400.00} XX/XX/XXXX for XXXX THEY PUT XX/XX/XXXX IN SUSPENSE. 

XX/XX/XXXX STMT - Due XXXX {$2300.00} + PAST DUE AMOUNT {$2300.00}. PAID {$2400.00} XX/XX/XXXX for XXXX. 

XX/XX/XXXX STMT Due XXXX {$2300.00} + PAST DUE AMOUNT {$2300.00}. PAID {$2400.00} XX/XX/XXXX for XXXX. 

XX/XX/XXXX STMT Due XXXX {$2300.00} + PAST DUE AMOUNT {$2300.00}. PAID {$2400.00} XX/XX/XXXX for XXXX. 

Continues to present day. SLS has yet to fix the problem. Had to contact an attorney.

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