Consumer complaint received 2016-11-25 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Specialized Loan Servicing Holdings LLC
State: FL

Complaint narrative:
I have been current on my mortgage with XXXX XXXX XXXX XXXX, a subsidiary of XXXX XXXX who were the primary mortgage holder and servicer for almost 10 years. On XXXX XXXX, 2016, I applied for mortgage assistance through the US government 's Making Homes Affordable program. On the same day, XXXX XXXX, 2016 I faxed all documents requested by XXXX XXXX to XXXX. And received confirmation of the faxed documents. 

On XXXX XXXX, 2016, I received a letter from XXXX XXXX that my mortgage was transferred from XXXX XXXX and the status of my mortgage was that it was in review for financial assistance. They indicated in the letter that the financial assistance documentation was being forwarded to my new loan servicer and any other communications should be made to the new servicer Specialized Loan Servicing , LLC. I continued to make payments to XXXX on XXXX/XXXX/16 for {$1000.00}, XXXX/XXXX/16 for {$990.00}, and XXXX/XXXX/16 for {$990.00}. 

The first communication I had with Specialized Loan Servicing , LLC ( SLS ) was on XXXX/XXXX/2016 which was a collection letter was sent to me regarding my full mortgage amount being a debt that was owed. I tried numerous times to contact them via email, their website, and telephone to find out why I was receiving a debt collection letter from my " new mortgage servicer '' rather than directions on how to continue paying my mortgage and correct the misunderstanding that I owed a debt. 

I received another letter from SLS on XXXX/XXXX/2016 assuming I did not have enough insurance. Which was untrue. 

SLS has a website but I could n't access my mortgage documents or payment information until I contacted one of their representatives via telephone Mountain time, M-F between XXXX. I work with students during this time, making it impossible to make a telephone call as they insisted. As such I was not given access to my mortgage documents, payment information, or other mortgage information of which I have the right to view. 

On XXXX/XXXX/2016 I called SLS to try and get updated info on my mortgage and to " unlock '' their website so I could start making payments on my mortgage as well as access my documents. I was told that I needed to pay off a debt of {$5000.00} before I would be allowed to view my mortgage documents or make payments towards my mortgage. I asked for a way to pay for my mortgage online using direct debit but was refused that option. SLS prevented me from paying my mortgage! It was noted by their representative that they did not have my correct address. Similarly, they did not know that I lived in a condominium. They said I owed money from missed payments from XXXX, 2016. Which was inaccurate! 

I received a " welcome letter '' with SLS 's policies which was dated XXXX/XXXX/2016 but, due to them not having my correct address, I did n't receive this letter until after XXXX/XXXX/2016. 

On XXXX/XXXX/2016, I received my first bill from SLS which seems to be a debt collection agency, rather than a mortgage holder. I do not agree with the past due amount that they claim that I owe. Apparently, until I pay this amount, I will not be allowed access to my mortgage documents or be allowed to pay my mortgage ... all payments go towards this erroneous debt rather than my mortgage. 

On XXXX/XXXX/2016 I received an inaccurate and unexplained record of their record of my past due payments. Which was inaccurate. On XXXX/XXXX/2016 I received a letter and directions on how to submit a check for direct payment rather than unlocking my online account to make online payments from my bank account.

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