Consumer complaint received 2015-12-19 00:00:00
Product: Mortgage — Home equity loan or line of credit
Issue: Loan servicing, payments, escrow account — 
Company: Specialized Loan Servicing Holdings LLC
State: CA

Complaint narrative:
In XXXX 2015, we received notice that servicing of our loan had been transferred to Specialized Loan Servicing. At that point, we had already made our XXXX mortgage payment to the prior servicer, eTrade, via automatic withdrawal with that servicer. Since we did not have an automatic withdrawal arrangement set up with SLS, we sent our XXXX payment via paper check. SLS received the check on XXXX/XXXX/15, however, SLS proceeded to make an unauthorized automatic withdrawal from our savings account a few days later for the same payment. 
We sent SLS a request to set up an automatic payment before we realized that SLS was already making automatic withdrawals. The confirmation letter we received was unclear, so I called SLS to inquire. Through conversation with the rep, I figured out that SLS had made an extra, unauthorized withdrawal from our account. I demanded SLS return the XXXX XXXX payment. Two weeks later, we received a refund of the duplicate XXXX withdrawal from SLS. In XXXX, SLS made XXXX auto withdrawals from our savings account, XXXX on XXXX, the other on XXXX. I called XXXX to complain & demand the return of the XXXX payment SLS took from our account. I also requested cancellation of all automatic payment arrangements so that I could initiate my own payments going forward. SLS refunded the duplicate XXXX withdrawal. 
In XXXX, I initiated an e-payment from our checking account to SLS on XXXX. Despite having received this payment & despite having been notified in Apr that we were canceling any further auto payments to SLS, SLS withdrew a duplicate payment from our savings account on XXXX. I called to demand our money back & contest SLS 's actions. After a long call & much resistance by SLS, we received a refund of the unauthorized duplicate XXXX payment. Concerned that SLS would continue to initiate withdrawals from our savings account, I contacted our bank & they agreed to block such transactions by SLS. In XXXX, I made an e-payment to SLS from our checking account. I learned from our bank that SLS had tried, unsuccessfully, to withdraw funds from our savings account without our authorization. 
On XXXX, we initiated an e-payment to SLS from our checking account for our XXXX payment. Even after receiving that payment, SLS apparently evaded the block on our savings account & withdrew a XXXX payment for XXXX on XXXX. Our bank reversed the transaction immediately. I called XXXX again, & was completely stonewalled. They essentially told me it was our problem, not theirs. They did not offer to make sure SLS stopped making the unauthorized withdrawals. 
In XXXX, we made an e-payment from our checking account, but SLS proceeded to make another withdrawal from our savings account. Our bank quickly reversed the transaction, but we then opted to close our savings account in an attempt to keep SLS from making unauthorized withdrawals. 
In XXXX we made an e-payment to SLS from our checking account ; SLS received the funds & credited them to the loan account. A week later, however, SLS returned the funds without notifying us ( our bank notified us ). When I called to find out what was going on, I was told we were now required to make payments by certified check or money order. I got a couple of different explanations for this requirement. When I could n't get SLS to relent, I took time during my workday, bought a money order & sent it by mail to SLS on XXXX to ensure SLS would n't treat the XXXX payment as late. 
On XXXX/XXXX/15, SLS sent us notice that we will be required to make our payments via certified or guaranteed check for the next 6 months. At that point I contacted a law firm, who sent a formal request for information. The SLS response was unhelpful & incomplete. 
XXXX has continued each month to try to take money from our now closed savings acct. & then imposes a new 6 month restriction on the type of payment they will accept from us.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation