Mortgage -- Trouble during payment process -- Complaint #5196414
Complaint Overview
Complaint ID: 5196414
Company: Specialized Loan Servicing Holdings LLC
Product: Mortgage
Sub-Product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process
State: Maryland
ZIP Code: 20721
Date Received: 2022-02-07T12:00:00-05:00
Date Sent to Company: 2022-02-08T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
This is 2nd complaint about the our loan servicer Specialized Loan Servicing ( SLS ). First complaint : XXXX submitted on XX/XX/XXXX. SLS responded and the complaint was closed on XX/XX/XXXX. But our account is still incorrect! Our account was transferred to SLS effective XX/XX/XXXX. SLS issued billing statements dated XX/XX/XXXX and XX/XX/XXXX that were incorrect. After multiple calls to customer service with no resolution, I filed a CFPB complaint. In its response on XX/XX/XXXX SLS stated they contacted the previous servicer XXXX to verify we were paid through XX/XX/XXXX and corrected our account to reflect payments of {$440.00} for XX/XX/XXXX and {$440.00} for XX/XX/XXXX. The response stated our account was due for XX/XX/XXXX contractual monthly payment. Our monthly payment is {$440.00}. But when I called on XX/XX/XXXX to make that payment, the customer service agent said the account was due for {$760.00}. That is incorrect! The customer service agent was unable to explain the discrepancy of {$320.00}. Then she said it was an administrative billing fee for the type of loan you have and said it was a separate issue from our prior complaint. That makes no sense! We never paid such a fee with the previous servicer. This is a HELOC that was termed out around 7 years ago. Furthermore, SLS has never detailed an administrative fee on any of the billing statements we received since the loan was transferred and such a fee was NEVER mentioned in the previous MULTIPLE phone calls I made trying to resolve the errors on our account. Now they are trying to cheat us out of {$320.00}. So I made payment of {$440.00} to cover our XX/XX/XXXX contractual monthly payment and I disputed the {$320.00}. The customer service agent and said a dispute/research request was submitted and suggested I call back next week to follow up. This is is the same runaround I went through before. Its been over 2 months since our account was transferred to SLS. I have spent hours of my time trying to get our account corrected and it is still wrong! I have made all contractual monthly payments through XX/XX/XXXX. The incompetence of SLS in onboarding our account is unacceptable!
Frequently Asked Questions
What is Complaint #5196414 about?
Complaint #5196414 was filed against Specialized Loan Servicing Holdings LLC regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2022-02-07T12:00:00-05:00.
How did Specialized Loan Servicing Holdings LLC respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Specialized Loan Servicing Holdings LLC?
Yes, visit the Specialized Loan Servicing Holdings LLC company profile at readthecomplaint.com/company/specialized-loan-servicing-holdings-llc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.