Consumer complaint received 2018-01-18
Company: Specialized Loan Servicing Holdings LLC
State: VA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
This is a follow-up to previous complaint # XXXX against Specialized Loan Servicing, LLC. 

After over a month of trying to get the amount due to reinstate our mortgage, we finally thought we were making progress. However, more obstacles were put up by SLS. 

On XXXX/XXXX/XXXX ( Saturday afternoon ), we received a letter in the mail from SLS giving us the payoff amount to reinstate our mortgage. The date on the letter was XXXX/XXXX/XXXX, the postmark on the envelope was XXXX/XXXX/XXXX ( meaning the letter was held for a full week before mailing ). The expiration date on the payoff was XXXX/XXXX/XXXX ( a national holiday ). This made it impossible for us to wire the payment on time, as the banks were closed during this entire amount of time. ( payoff statement attached ) Then, on XXXX/XXXX/XXXX, we received an email from XXXX XXXX XXXX ( representing SLS ). This email had a completely different reinstatement payoff amount ( and to them, instead of SLS ), but the payoff expiration was for the VERY SAME DAY ( XXXX/XXXX/XXXX ). We immediately called XXXX XXXX XXXX to get the correct payment amount, so that we could immediately get to the bank and make payment ... XXXX told us not to make the payment until he got back to us with the correct amount ... He never got back to us. ( emailed payoff statement attached ) On XXXX/XXXX/XXXX we called XXXX XXXX XXXX, but they did not have any new information. 

On XXXX/XXXX/XXXX we called XXXX XXXX XXXX to again attempt to get payoff amount. Talked with XXXX who told us that the expiration date had passed, payment would not be accepted. She said she would contact SLS to get approval despite date. She emailed SLS multiple times, but did not get a response. She said she 'd get back to us. 

Same day ( XXXX/XXXX/XXXX ) we called XXXX. Spoke with XXXX, who transferred the call to Customer Resolution. They transferred us to XXXX, who told us he would figure it out ... Put on hold ... He came back and confirmed our information, then put on hold again for nearly an hour. Transferred multiple times before speaking with XXXX. He said he had no idea what to do. Transferred call to Executive Service Team and put on hold for another XXXX mins. Finally spoke with XXXX, who agreed that the expiration date on the payoff was too short. She transferred us to another department for another reinstatement quote. Spoke with XXXX, again put on hold for XXXX mins. while he reviewed loan. Were told that a new reinstatement quote would have to be submitted. We were told that the new quote would be available on XXXX/XXXX/XXXX, and that they would mail it. We were also told that if we called on XXXX/XXXX/XXXX, we could get amount over the phone. We will call back on XXXX/XXXX/XXXX. 

PLEASE HELP US! This endless cycle is now beginning again. When we call back on XXXX/XXXX/XXXX, we assume, like last month, we will not be able to get a correct amount, and by the time we do, it will be too late. We can only assume at this point that SLS is purposely delaying and planning on assigning a foreclosure date. We have never seen such a level of deceit and/or ineptitude. We have spent countless hours on the phone. We are staying diligent, trying to save our home, but can only assume that others going through what we are, could be giving up all hope. 

I have attached the quotes from both XXXX XXXX XXXX XXXX SLS..

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