Consumer complaint received 2022-04-22
Company: Specialized Loan Servicing Holdings LLC
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I was delinquent on my mortgage payments. I called my mortgage company, SLS, servicing on XX/XX/XXXX or XXXX. At the time of my phone call I was due for the XXXX, XXXX, XXXX, and XXXX payments. I called and offered to pay XXXX, XXXX, and XXXX payments over the phone. This would have left my loan due for the XXXX payment, the same month I was calling. The representative on the phone refused to take my payment over the phone several times. She told me I had to mail the payment. I asked her several times what is the difference in me mailing the payment and she taking the payment over the phone. She would only say I had to mail the payment. I did the mail payment as the lady asked. The loan went into foreclosure in between the time the payment was in the mail and it arrived at SLS. I have spoken to several other representative including a supervisor who all said she should have taken the payment and they do not understand why she didn't take the payment. When I mailed the payment I called again and spoke to a representative who asked when could I make another payment. I said I can make the XXXX payment on XX/XX/XXXX. She said that is fine and we can look at placing you on a repayment plan at that time us the XX/XX/XXXX payment as a down payment. I asked that is fine. I also spoke to a supervisor who stated that the representative should have taken the payment. To make matters worse, when I spoke to a supervisor he stated the notes did not state I tried to make a payment over the phone, only that I would mail the payment. This is not correct. I asked him to pull the phone call and listen to it. He advised me I had to place the request in writing and mail it to them. I have done this and I am waiting on a response. 
Now the loan is in foreclosure and they want want the full amount plus attorney fees to reinstate the loan. That is not fair and unethical.

I can not afford to do that. SLS has advised me the cashiers check for the XXXX, XXXX and XXXX payment is being mailed back to me. I do have the XXXX payment as I promised. If they took the payments it would leave me due for only this months payment, XXXX, so the loan would be less than 30 days due as of today. 
I still can't believe the mortgage company refused to accept XXXX out of XXXX mortgage payments when i offered the payments and told me to mail the payments. In between the time the payment was mailed and arrived at their office the loan went into foreclosure. I am also asking that SLS provide the phone call from XX/XX/XXXX or XXXX when the rep refused to accept the payments. 

I am asking SLS to accept the payments and remove the loan from foreclosure as the rep should have accepted the payments when I offered them. 

If SLS will not stop the foreclosure I am asking the foreclosure to be paused for 90 days so I can sell the home. 

Thank you

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