Consumer complaint received 2018-04-25
Company: Specialized Loan Servicing Holdings LLC
State: AZ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
SLS mortgage company XXXX XXXX XXXX assessed 2 {$25.00} fees when I used their automated system to request a payoff quote. I made the two separate requests in the month of XXXX - on XX/XX/XXXX and again on XX/XX/XXXX. As of XX/XX/XXXX at XXXX PST, I still have not received the payoff quote. At the time that I requested the payoff quote, I was never warned that a fee would be assessed for preparing the payoff. My statement disclosures say that a fee may be assessed in " certain states '' but does not list an amount. When I didn't receive the payoff after the first request ( XX/XX/XXXX ), I attempted reach a customer service rep by calling the customer service number at XXXX on XX/XX/XXXX but was advised by automated system that the hold time to speak to a representative was more than 20 mins at which time, I elected to simply submit a second automated payoff request because I was unable to hold for that length of time and needed to return to work. Again, had the fee been disclosed to me by the automated system, I would not have made a second request. 

Still with no payoff quote, I contacted SLS again today, XX/XX/XXXX, and thankfully only had to wait 4 minutes to speak to a representative. I explained to the customer service representative that I had not received a payoff quote and had been assessed 2 {$25.00} fees, which had already collected from a large payment that I made toward principal on XX/XX/XXXX ( {$8000.00} payment ). When I objected to the fee because it was not disclosed to me and because I have still not received a payoff quote, the CSR offered to waive one of the {$25.00} fees and to fax the payoff quote that she had in front of her to me directly but noted that the payoff quotes are only good for 30 days and therefore, the one she would be sending me would only be good until XX/XX/XXXX. I advised the CSR that I do not have a fax machine and asked that they mail the quote to me. I voiced my concern that I would not receive the payoff quote by mail before it was no longer good and the CSR again asked me to provide a fax number, ( which I again told her I do not have ) and advised that if I could not provide a fax number then I would likely need to order a THIRD payoff quote, for another {$25.00}, because the one they had already prepared was about to expire. I again objected to the fee given that I still have not received a payoff quote and asked to speak to a manager. I was refused a manager, instead, after a hold, I was told by the CSR that she would submit a request to credit back the two {$25.00} fees that I had already been deducted from my last payment but noted that I would have to wait until XX/XX/XXXX before the fee credits would reversed and applied to my principal. After that, the CSR told me that I would have to call back again, after XX/XX/XXXX, to request the payoff for a third time and that they would add another {$25.00} fee to the payoff quote for the new request at that time.

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