Consumer complaint received 2019-04-10
Company: Specialized Loan Servicing Holdings LLC
State: FL
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Closing on a mortgage

Complaint:
The company Specializing Loan Servicing holds a mortgage for the address of XXXX XXXX XXXX XXXX XXXX, FL XXXX. The legal description on this mortgage is for a different address XXXX XXXX XXXX XXXX   XXXX, FL XXXX. Specializing Loan Servicing will not assist in correcting the legal description from the incorrect address of XXXX XXXX XXXX , XXXX XXXX, FL XXXX and recording it to the address of XXXX XXXX XXXX XXXX XXXX, FL XXXX  so the property at XXXX XXXX XXXX can be sold.

This is a series of attempts by the title company XXXX XXXX on behalf of the seller/buyer to assist with getting Specializing Loan Servicing to correct the legal description.

On XX/XX/2019 we received the payoff and notice of discrepancy between the address on the mortgage and the legal description on the mortgage. We called XXXX XXXX XXXX Client Relations Associate > Loan Services > Specialized Loan Servicing T +1 XXXX XXXX XXXX F +1 XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, CO XXXX  with SLS mortgage on the same day and was told he could not help and hung up the phone.

On XX/XX/2019 XXXX XXXX with XXXX XXXX XXXX spoke with a representative of Specialized Loan Servicing and got the fax number for SLS customer support team ) XXXX and faxed the request for the modification along with the payoff, the commitment and copy of the mortgage.

On XX/XX/2019 A representative confirmed the fax was received and being reviewed, told it would be 72 hours for a response.

On XX/XX/2019 XXXX XXXX with XXXX XXXX XXXX was told a letter was mailed on XX/XX/2019 verifying the information provided was received.

On 03XX/XX/2019 The notes indicated that all correspondences had to be mailed to a PO Box and that a letter was mailed out on XX/XX/2019 with the address for all correspondences to be mailed to.

On XX/XX/2019 XXXX XXXX with XXXX XXXX XXXX called and spoke with representative of SLS to explain the letter from XX/XX/2019 had not been received on where to mail all correspondences to.

On XX/XX/2019 mailed was received a second time by SLS describing the original problem of the discrepancy between the address on the mortgage was different then the legal description on the mortgage. SLS sent a letter back the claim of the discrepancy on the mortgage was in review status and would take up to 15 business days for a response.

On XX/XX/2019 XXXX XXXX with XXXX XXXX XXXX received a letter by mail from a XXXX, ID # XXXX   stating they, SLS needed more information to process the request of correcting the discrepancy on the mortgage of the address and legal description being for two different addresses. XXXX XXXX with XXXX XXXX XXXX called to speak with XXXX, ID # XXXX but was told XXXX  works in a department that does not take phone calls. XXXX then spoke with a person named XXXX with consumer escalations team who said they needed supporting documents such as the legal description to both addresses and anything else XXXX XXXX with XXXX XXXX XXXX could provide. The supporting documents were again sent, this time by fax to customer support team XXXX, ID # XXXX.

On XX/XX/2019 a representative from SLS confirmed the fax was received and in review process.

On XX/XX/2019 XXXX XXXX with XXXX XXXX XXXX was told there was no new information in the notes and that the fax was still in review.

We are requesting that a complaint be filed against Specializing Loan Servicing and action taken to correct this discrepancy on the mortgage described.

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