Consumer complaint received 2022-06-03
Company: Specialized Loan Servicing Holdings LLC
State: IA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
My mother passed away on XX/XX/XXXX of XXXX. 
I contacted Specialized Loan Servicing ( SLS ), who is the mortgage holder, in early XXXX notifying them of my mother passing and me becoming executor of the Estate. SLS stated they could not work with me until I provided them 3 documents, as I was not on the mortgage account : 1. ) Death Certificate 2. ) SLS Third Party Authorization Form 3. ) State issued ( Iowa ) letter of Executor appointment. 
These documents were sent to SLS on XX/XX/XXXX, to the email address provided by SLS and confirmation of email receipt was received ( below ). 
From : # NA SLS Customer Support XXXX Sent : Friday, XX/XX/XXXX XXXX XXXX To : XXXX XXXX XXXX Subject : Your email has been received. 

Your email has been received and is currently under review. It will be forwarded to the appropriate department for handling. 


BANKRUPTCY NOTICE- IF YOU ARE A CUSTOMER IN BANKRUPTCY OR A CUSTOMER WHO HAS RECEIVED A BANKRUPTCY DISCHARGE OF THIS DEBT : PLEASE BE ADVISED THAT THIS NOTICE IS TO ADVISE YOU OF THE STATUS OF YOUR MORTGAGE LOAN. THIS NOTICE CONSTITUTES NEITHER A DEMAND FOR PAYMENT NOR A NOTICE OF PERSONAL LIABILITY TO ANY RECIPIENT HEREOF, WHO MIGHT HAVE RECEIVED A DISCHARGE OF SUCH DEBT IN ACCORDANCE WITH APPLICABLE BANKRUPTCY LAWS OR WHO MIGHT BE SUBJECT TO THE AUTOMATIC STAY OF SECTION 362 OF THE UNITED STATES BANKRUPTCY CODE. HOWEVER, IT MAY BE A NOTICE OF POSSIBLE ENFORCEMENT OF THE LIEN AGAINST THE COLLATERAL PROPERTY, WHICH HAS NOT BEEN DISCHARGED IN YOUR BANKRUPTCY. IF YOU HAVE ANY QUESTIONS PLEASE CONTACT OUR CUSTOMER CARE CENTER AT XXXX. 

I continued to follow up with requests to engage on mortgage payments and payoff amounts as Executor by calling SLS on their customer service line ( XXXX ). The Customer service reps continued to state the paperwork was in the legal department. When asked how long paperwork processing takes, initially I was told 7 days, but eventually SLS would not provide a status. When asked to be transferred to a manager or legal for status, frontline person would not escalate. No status on paperwork was provided, even after providing them continued notice of confirmation of receipt of paperwork. 
No follow-up responses received concerning processing or additional required information. 

On XX/XX/XXXX, I sent a fax to SLS ( XXXX ) with letter of complaint and intent to pay mortgage premiums. This fax also included the original 3 documents to show I am legal executor of property. FAX confirmation was received. 
I continued to call and email SLS through XXXX and XX/XX/XXXX and continued to receive the response You do not have authorization, and we can not provide you with information on this account. When I explained that I sent documentation on both XX/XX/XXXX and XX/XX/XXXX, with no follow-up or status from SLS, SLS representatives again refused to escalate me to a supervisor, customer complaint organization, or legal department despite my continued requests. They continued to state without being authorized on the account they can not engage me with a supervisor or any other department. 
On XX/XX/XXXX ( dated XX/XX/XXXX ), we received a letter from SLS informing us of intent to foreclose and to contact them on resolution process.

We immediately contacted SLS concerning the situation and again explained the numerous attempts to contact them concerning the mortgage. We asked for a supervisor and again were denied access to supervisor, customer complaint, or department to help resolve the situation. 
When stating we received foreclosure documentation and may need to seek legal intervention the frontline person notified us that she contacted a supervisor and they found paperwork but it was blurry. Please resubmit the paperwork. 
When asked to talk to the supervisor to ensure we could get confirmation of receipt, legibility, and processing of paperwork the frontline person again said they could not do that unless we were on the account. 
When explaining we were on our third attempt to submit requested paperwork and now with foreclosure proceedings starting, we needed to ensure receipt, confirmation, and processing of paperwork, the representative simply stated she needed to disconnect now. Please resubmit the paperwork. 

We believe this company is being deceitful and not transparent in its processing of our paperwork with the intent to foreclose on a property for its financial gain. We believe the company has both a legal and ethical obligation to not only acknowledge receipt of documents but any barriers it may have in processing documentation within reasonable windows. Having received documentation that is blurry on XX/XX/XXXX and/or XX/XX/XXXX and ignoring repeated phone calls without providing status is fraudulent in nature. 
We are resubmitting our paperwork today by email and fax, but we expect the same result.

Company response to consumer: Closed with explanation