Consumer complaint received 2019-05-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Specialized Loan Servicing Holdings LLC
State: IL

Complaint narrative:
I always paid my mortgage to XXXX XXXX XXXX online until one day out of the blue it said you must now send payments to SLS Specialized loan servicing .... after it was already shifted from XXXX. I recently asked for a loan modification and they said no, but then sent me the modification in the mail saying congratulations ( odd? ) But ok so I made the 3 months of lowered trial payments, then they all of a sudden increased it right back, up another {$50.00} a month saying they overlooked something on the escrow account ( but didn't know what exactly when I asked ). In fact, they never have any answers like where the extra {$800.00} fee came from, why my principle was down to like $ XXXX now back up to XXXX and they call, but when I answer they just hang up ( like it's a machine ) or a machine leaves a vm saying " sorry we missed you ''. Anyway, so yes I'm behind again because they increased my payments again which is not the payment I agreed to. So, today ... I was in the shower getting ready for a meeting when my dogs starting going crazy, so I assume there was a sales pitch at the door or something, but as i walk to my bedroom wrapped in a towel, i look out my bedroom window and there is this old guy standing right in the middle of my yard taking pictures ( creepy! ... if you are going to take pics, take them from the street, not outside my bedroom window! ) ... then he proceeded to walk around the house to my back yard, driving my dogs nuts, goes back up to door, looked in my MAILBOX ( federal crime ), walked down my driveway, glanced in my car, then sat in his car that was parked on the road. Unless you are a police officer with a badge, and proper authority, you have no right to be snooping by my windows. Then, when he saw me open the door, he pulled his car into my driveway behind my car so that I couldn't leave ... and just SITS THERE ... it's raining out now, I'm dressed for a meeting that I'm in a rush to get to, and I'm like " excuse me, you are in my way and I need to leave for work '' so now I'm out in the rain, standing at his car and he's like " well, I got these papers here from sls and I just need some info from you like your date of birth and yada yada ... '' and I said, I'm sorry, but I don't know you and you have not shown me ANY identification and if you work for sls, then you should already have my date of birth ... so just give me the paper. You have now made me 5 min late to my meeting and this is illegal to trap me in my own house and snoop thru my mailbox and sneak around my house without proper authority! I know I'm behind on my payments but at the moment I still LIVE HERE and to me you are just some strange old creepy guy that " claims '' he works for my bank ( which I'm not sure if my bank is XXXX or SLS to this day ) but whatever. I want to keep my home but I can't keep dealing with this company. You tell me my payments are like {$820.00} then 3 months later {$870.00} .... and you just keep adding to principal and I'm exhausted trying to deal with it. I never signed anything asking for this company to service my loan anyway. Just leave stuff alone and I would have been fine. I was laid off a couple times, I got caught back up but sls makes it impossible. No one on the phone ever has real answers and always rude.

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