Consumer complaint received 2020-10-08
Company: Specialized Loan Servicing Holdings LLC
State: FL
Product: Debt collection
Sub-product: Mortgage debt
Issue: Took or threatened to take negative or legal action
Sub-issue: Sued you without properly notifying you of lawsuit

Complaint:
URGENT REQUEST -this letter was sent to SLS. 

XX/XX/XXXX Specialized Loan Servicing XXXX. XXXX XXXX XXXX, CO XXXX XXXX : Property Address - XXXX  FL XXXX SLS account, Estate of XXXX. 

Dear Sir/Madame : Please note this is a letter of complaint which will be forwarded to the Consumer Financial Protection Bureau and the XXXX  in the states of AZ and CO. This letter should also serve as a SPECIAL REQUEST for a detailed explanation of the OUTSTANDING FEES/ CORPORATE ADVANCES that has been added to the account now totalling {$8000.00} as of XX/XX/XXXX. 

The billing statement dated XX/XX/XXXX clearly shows the Outstanding Fees/Corporate Advances of {$5500.00}. My on-line account shows FEES BILLED totalling {$5500.00} which matches, but yet unfortunately, the PAY OFF STATEMENT shows a differ amount of {$8000.00}. There is a difference of {$2500.00}. At this time, I am demanding an explanation or breakdown ( per line item ) of the actual fees billed at {$5500.00} and/or {$8000.00}. 

My complaint as follows : My name is Ms. XXXX. and my legal representation is Ms XXXX. ( she has been added as 3rd party authorisation ). I am the current owner of the above-mentioned property. XXXX passed away in XX/XX/XXXX, prior to her death, the property was co-owned between herself and XXXX. Sadly, XXXX passed away in XX/XX/XXXX and I inherited the property in XX/XX/XXXX. 

I was contacted on XX/XX/XXXX by XXXX XXXX of XXXX XXXX XXXX who stated she was hired to find the legal heir to the above-mentioned property address. I was asked to forward the Will of XXXX, as she was already aware that the property was previously in the name of XXXX. I did email her the requested Will. To my total and utter surprise, Ms XXXX advised me the above-mentioned property was in foreclosure and she was hired by the loan servicing company to identify and locate the legal owner. She told me XXXX XXXX XXXX transferred the delinquent account to SLS. I shared with Ms XXXX that I had inherited the property in late XXXX and was never made aware by either XXXX. that it had an existing loan on it, much less foreclosure proceedings. I told her we had never received any notices of the sort at the property address. I advised Ms XXXX that I am interested in preventing further foreclosure proceedings as I would like to retain the property ; she told me that I needed to contact Ms XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX. 

I contacted Ms XXXX XXXX on XXXX XX/XX/XXXX who told me she could not share the foreclosure or account information regarding the above-mentioned property. She told me that I needed to make a payment ( of about {$7000.00} ) to her office by XX/XX/XXXX. I shared with Ms XXXX that I was not aware that there was an existing home equity line attached to the property and I was unable to make such a large payment of something I knew nothing about. I asked, no I begged her to at least give me the name of the loan servicing company and number so I could follow up as to not lose my property. 

I safely assumed that either law firm would have notified SLS as to the legal owner of the property as they stated they were hired to locate the heir, I thought once that notification was made, I would be granted 3rd party authorization. This was certainly not the case.

I called SLS many times since XX/XX/XXXX and was told the account could not be discussed with me. I was not granted 3rd Party Authorisation until early XXXX after emailing a 20-page document ( emailed on XX/XX/XXXX ) highlighting proof of ownership to SLS Customer Service.net. No one has followed up with me as I had requested.

Upon being granted 3rd party authorisation, I have been receiving different and conflicting information regarding the account from SLS Customer Service reps each and every time I call in. I was told the account was approved for FORBEARANCE and I have until XX/XX/XXXX to pay off {$6900.00}. I have received numerous reinstatement letters with different quotes and figures, etc. nothing ever seeming to match up. 
It appears no one at SLS wants to listen and hear my circumstances. I have requested a manager or supervisor ring me, to date, this has not occurred. 

Please note as previously stated, XXXX. did not mention to me about the existing loan, I am quite sure and confident that she was not even made aware by XXXX. If I ( we ) had known when I inherited the property in XXXX, I ( we ) would have dealt with it accordingly because there is no way, I would want to lose family property inheritance. I believe after the death of XXXX, her mail was forwarded to another relative in another state, as I had never received ANY notices/mail about this loan from SLS/XXXX XXXX XXXX regarding payments, or otherwise. 

My attorney sent a letter addressed to SLS on XX/XX/XXXX, regarding the attorney fees which seems to be escalating. Its unfortunate that the fees have been escalating whilst Ive been trying to get added as 3rd party authorisation, I dont think its fair that I absorb all legal fees. 

In XXXX XXXX, after I was finally added as 3rd party, I was advised by SLS Customer Service that I needed to complete an RMA. I sent in all the required documents, although each week SLS would give me some other excuse as to why the application was not complete or something was missing. This RMA process dragged on for over 2 months. During the RMA process, I was told I needed to complete a Successor In Interest form. To date, I have never received such form as the SLS rep said it would be mailed from another Department. So I sent in my own version of a Successor In interest form with appropriate identification attached, only to discover the end of XXXX that my RMA was denied for forbearance but approved for Deed in Lieu or short sale, THIS IS NOT AN OPTION, as it has always been my intention to retain the property. All I requested in the RMA was additional time to pay off the loan, my request has gone unheard. 
So, after two waisted months of completing the RMA and SLS requesting Successor In Interest form, the fees have been  increasing once again! 

I rang SLS on XX/XX/XXXX and was told the XX/XX/XXXX PAYOFF STATEMENT expired on XX/XX/XXXX and another one is needed to be requested, as my only option is to pay off the owed amounts. The SLS rep stated she would give me 1 month to pay off the amount of $ XXXX. 

Since XX/XX/XXXX, I have been trying to clear up this matter but clearly SLS is making it difficult for me. I was assigned a SPOC, XXXX id # XXXX, which is a waste of time because each time I ring in, I get someone different, I leave messages, and no one gets back to me. 
SLS you have caused me great stress and anxiety! I can not believe such an organisation is so aggressive in NOT listening to their customers and to working with them. Your practices are unfair and unreasonable, this experience with SLS will not go unnoticed, I have requested another updated PAYOFF STATEMENT on XX/XX/XXXX, I am hoping no further lawyer fees or corporate advances has been added from XX/XX/XXXX XX/XX/XXXX, I cant XXXX so. 

Please note I have paid the property taxes for XXXX and 1st/2nd instalments for XXXX. 

To reiterate what I request urgently is an audit or explanation by line item of every single fee ( s ) billed to this account. I need to see the justification of {$8000.00} in legal fees as soon as possible prior to paying off this loan. 

TIMELINE OF EVENTS WITH SLS : Relative owner XXXX passed away XX/XX/XXXX XXXX property is co-owned with XXXX. ) Relative co-owner XXXX passed away XX/XX/XXXX XXXX inherits property via quit claim deed / Will of XXXX. filed with XXXX XXXX in XX/XX/XXXX XXXX XXXX of XXXX XXXX XXXX contacts me on XX/XX/XXXX, stated she was hired to find the legal heir to the property address. Will of XXXX. is forwarded to her. I am advised the property is in foreclosure. She told me XXXX XXXX XXXX transferred the delinquent account to SLS. I shared with Ms XXXX that I had inherited the property in late XXXX and was never made aware by either previous owners that it had an existing loan on it, much less foreclosure proceedings. I told her we had never received any notices of the sort at the property address. I advised Ms XXXX that I am interested in preventing further foreclosure proceedings as I would like to retain the property ; she told me that I needed to contact Ms XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX. 
I contacted Ms XXXX XXXX on XXXX XX/XX/XXXX who told me she could not share the foreclosure or account information regarding the property. She told me that I needed to make a payment ( of about {$7000.00} XXXX to her office by XX/XX/XXXX. I shared with Ms XXXX that I was not aware that there was an existing home equity line attached to the property and I was unable to make such a large payment of something I knew nothing about. I asked, no I begged her to at least give me the name of the loan servicing company and number so I could follow up as to not lose my property, she reluctantly gave me the contact details for SLS, no account number or anything. 
Ms XXXX and I were emailing each other back and forth about this account in foreclosure. On XX/XX/XXXX, she told me I could reinstate the loan or pay it off. I advised her that I wanted to retain the property, so please go ahead and request a reinstatement quote. 
XX/XX/XXXX, Ms XXXX advised me a reinstatement quote has been requested from SLS. I asked for the payoff amount and she stated she was not sure, but stated as the titleholder, I can pay it. 
XX/XX/XXXX, I received the reinstatement letter from Ms XXXX. Amounts shown : {$7100.00} due by XX/XX/XXXX. 
I rang Ms XXXX on XX/XX/XXXX to advise that I could not raise $ XXXX by XX/XX/XXXX. She told me contact SLS and work something out. I requested a pay off amount also from her. 
I initially rang SLS on XX/XX/XXXX at XXXX. I explained my circumstances of inheriting the property and being told property is in foreclosure. I was told they could not discuss the account with me. I asked that someone from SLS please contact me as I needed direction. I was instructed to complete the 3rd party authorisation form found on-line and send back.

I safely assumed that either law firm would have notified SLS as to the legal owner of the property as they stated they were hired to locate the heir, I thought once that notification was made, I would be granted 3rd party authorization. This was certainly not the case.

I rang back Ms XXXX XXXX on XXXX, XXXX to let her know SLS is refusing to communicate with me, she advised me to reinstate the loan and continuing paying the loan or pay the loan off. Our interactions and emails ceased from this day. 
By end of XX/XX/XXXX, unfortunately COVID-19 pandemic began. Due to COVID19, the government in the State of Florida put into legislation that all pre-foreclosures, foreclosures and court cases are put on a 3-month hold. 
On XX/XX/XXXX, I checked the on-line account and received a notice stating - It is necessary that the representative of the borrowers estate provides Specialized Loan Servicing LLC appropriate documents related to the estate. 
On XX/XX/XXXX I rang SLS as follow up. I was told they could not discuss the account with me ; They told me I needed to wait to hear from a SLS rep who will contact me regarding being added as 3rd party. She stated I would be expecting a letter in the mail with instructions. I checked the on-line account again and received the same letter - It is necessary that the representative of the borrowers estate provides Specialized Loan Servicing LLC appropriate documents related to the estate. 
On XX/XX/XXXX, I rang SLS again as follow up. I was told to call back on XX/XX/XXXX as my 3rd party request is pending approval. 
On XX/XX/XXXX, I rang SLS again as follow up and was told 3rd party authorisation is still pending approval.

Due to frustration and not hearing back from SLS regarding 3rd party authorisation, I submitted 20-pages of document ( s ) via email on XX/XX/XXXX requesting to be added as 3rd party ( copies of Wills, deeds, property appraiser, etc was sent to SLS to prove my legal status of the property. I requested that someone please call me to discuss the account urgently due to foreclosure status. I received email confirmation from XXXX. 
On XX/XX/XXXX I rang SLS again as follow up to see if they received my 20- page document. SLS rep says they cant see anything received on file and that I needed to resend the documents. I resent the 20-page documents again to customer service and 3rd party authorisation. On this day again, I checked my on-line account  and saw another notice - It is necessary that the representative of the borrowers estate provides Specialized Loan Servicing LLC appropriate documents related to the estate. 
On XX/XX/XXXX, I rang SLS again as follow up regarding 3rd party authorisation and was told my 20-page document has now been received and pending approval. I was told to call back on Friday XXXX XX/XX/XXXX. 
On XX/XX/XXXX, I rang SLS again as instructed and was told again, 3rd party is still pending to call back in 1 week. 
On XX/XX/XXXX I rang SLS again as follow up and was told the following : the account is in foreclosure status ( temp on hold due to COVID ) and that I can reinstate the loan. SLS agent told me she will request a reinstatement quote and post to me. 
I rang SLS as follow up on XX/XX/XXXX and was advised that I have now been added as 3rd party authorisation and the account can be discussed with me. 
On XX/XX/XXXX I was able to access and set up an online account for SLS. I checked the on-line SLS account and received 2x notices that the new reinstatement quote is {$9000.00} and {$6100.00} due by XX/XX/XXXX. 
On XX/XX/XXXX, I was served with lawsuit foreclosure proceedings asking for {$4500.00} in principal balance owned. 
On XX/XX/XXXX I had to retain an attorney at {$2500.00} to answer this complaint. 
On XX/XX/XXXX, a response was sent to the XXXX Count Courts via my attorney stating it is my intention to retain the  property. 
On XXXX XXXX, XXXX, I checked the SLS on-line account and found several notices. Reinstatement notice dated XX/XX/XXXX payment of {$6900.00} is due XX/XX/XXXX. 
Reinstatement notice dated XX/XX/XXXX payment of {$11000.00} is due XX/XX/XXXX. 
On XX/XX/XXXX my attorney sent a letter to Ms XXXX XXXX, attorney for SLS requesting a time to discuss negotiations regarding the outstanding fees SLS is demanding. Ms XXXX responded and stated she is not responsible for negotiating with us and that we needed to contact SLS directly to sort out fees, etc. 
I rang SLS again on XX/XX/XXXX and was told by a SLS rep that the account was approved for FORBEARANCE ( keeping in mind that I never requested one ) and I have until XX/XX/XXXX to pay off {$6900.00}. I have received numerous reinstatement letters with different quotes and figures, etc. nothing ever seeming to match up. 
On XX/XX/XXXX I checked the on-line account as no one is calling me back after numerous calls to have a supervisor ring me. I noticed 4 reinstatement notices Reinstatement notice dated XX/XX/XXXX, payment of {$6900.00} is due by XX/XX/XXXX Reinstatement notice dated XX/XX/XXXX, payment of {$11000.00} is due by XX/XX/XXXX Reinstatement notice dated XX/XX/XXXX, payment of {$6900.00} is due by XX/XX/XXXX Reinstatement notice dated XX/XX/XXXX, payment of {$11000.00} is due by XX/XX/XXXX On XX/XX/XXXX I rang SLS again and demanded that a manager or supervisor ring me to discuss this account, I was told I should hear back from someone within 24-48 hours. 
I did not receive a call back from anyone at SLS, so I rang back again on XX/XX/XXXX and spoke with XXXX ID # XXXX. I told XXXX there are so many reinstatement notices in my in-box that nothing seems to be matching up, none of the numbers match what is listed in the statements, etc, XXXX advised me that I needed to request a pay-off statement, not reinstatement quote. I asked her why anyone didnt tell me this ages ago since I was requesting the wrong document. She apologised and said my account was approved for forbearance and that no fees would be added during this time. She said it would take 5 days to generate the payoff statement and it needed to be mailed to the property address, as it could not be faxed or emailed to myself or attorney. XXXX promised to call me back in 1 week on XX/XX/XXXX to follow up with me. I told her each and every time I ring SLS, I get a different rep and there is no consistency. XXXX never rang me back. 
On XX/XX/XXXX, I checked the on-line SLS account and observed 3 more reinstatement notices reinstatement of {$6900.00} is due on XX/XX/XXXX and another notice of {$11000.00} is due by XX/XX/XXXX and lastly {$7100.00} is due by XX/XX/XXXX. 
On this day XX/XX/XXXX, my attorney sent a letter ( via email ) to the XXXX attorney Mr XXXX XXXX as Ms XXXX is no longer working the case. This letter explained that the owner ( me ) needed additional time to pay off the loan and to negotiate the fees SLS is demanding. XXXX XXXX tells my attorney there is nothing he can do about the fees ; the matter needs to be taken up with SLS directly. 
On XX/XX/XXXX, my attorney and myself rang SLS on a joint conference call. I advised SLS that I needed additional time to come up with the thousands they were demanding plus I am receiving on-line notices about payments due with different amounts. We were told and advised that an RMA ( request for mortgage assistance ) application was needed to be completed in order to be considered for a forbearance plan. They said to complete the RMA and the account would be looked into by management. 
On XX/XX/XXXX I submitted my completed RMA application with a letter of explanation via my attorney. 
On XX/XX/XXXX I checked the on-line SLS account and see that I have been allocated a SPOC -single point of contact Customer Resolution Department rep. XXXX ID # XXXX. I also received a notice that documents were missing for the RMA. When I rang SLS again, they stated my hardship was not noted in the RMA and that I needed to choose my hardship as due to loss or changes in my income. I tried to explain this was not correct, I advised her that I didnt have a hardship rather I am requesting additional time to pay off the loan. 
On XX/XX/XXXX I rang SLS again as follow up and spoke with rep XXXX ID # XXXX who stated my RMA was received but was missing a real signature, not printed. She said I needed to resubmit my application. 
On XX/XX/XXXX I checked on-line SLS account and see a new notice that I have a new SPOC agent XXXX XXXX. 
On XX/XX/XXXX, SPOC XXXX XXXX rang me finally ( as I left a message or sent an email for someone to call me days ago ). As follow up after checking the on-line SLS account and receiving several notices that my RMA application was not complete, and items were missing. I asked what was missing this time and they stated I needed to put the date besides my signature. I asked why I wasnt told this from the onset. I complained to SLS agents and asked them why do they keep withholding information from me regarding this account/application, as they only give out information/instructions in bits mean whilst the fees are being added to the account. XXXX stated SLS was looking into the application as all documents are now received. XXXX barely mentions to me that a Successor In Interest form needs to be completed. I asked for the form and was told it will be mailed out to the property address as it could not be faxed or emailed. 
On XX/XX/XXXX, I typed up my own version of Successor in interest form as I already knew that I would not be getting it thru the mail from SLS. I submitted the successor in interest form with my identification ( SS card and DL ) via on-line SLS account. 
I rang SLS on XX/XX/XXXX and spoke with XXXX ID # XXXX and was told she will escalate my completed file to management. XXXX stated it was a good idea to request another pay off statement, says she will complete the request. 
On XX/XX/XXXX XXXX ( SPOC ) rang me and stated he is waiting for me to be confirmed as successor in interest, that I should ring back on next Tuesday/Wednesday. I advised him that I created my own successor in interest form as nothing has been received at the property and time is of the essence for me regarding the inflated legal fees being attached to the account. XXXX further stated SLS requires a new deed with my name on it ; I advised him that the state of Florida does not re-issue new deeds, I explained to him that I had already sent in proof of ownership from XXXX County Appraiser and that once a deed is recorded in state of Florida, this makes it legal and binding. XXXX appeared to be doubting me. XXXX stated he was not sure if my successor in interest would be approved by management. I told XXXX that its already been established by SLS attorneys and documents previously sent in by me that I am the legal owner. XXXX hesitated and said he will progress the form and we shall see. XXXX told me once the successor in interest form is approved, then we can move forward with the RMA application and I will be able to make legal decisions about the property. I told him that I have been trying since XX/XX/XXXX to get this matter sorted. 
On XX/XX/XXXX, I checked the on-line SLS account and read the new notice stating - Specialized Loan Servicing LLC ( SLS ) is in receipt of your request for assistance and we have determined your application to be complete as of XX/XX/XXXX. We are currently in the process of reviewing your application. 
On XX/XX/XXXX, I checked the on-line SLS account and read that an appraisal report has been ordered on the property. 
On XX/XX/XXXX, I checked the on-line SLS account and read the following : Specialized Loan Servicing LLC ( " SLS '' ) has conducted a review of your application submitted for a mortgage relief option. Below is a list of the mortgage relief options you were evaluated for and the result of each. - Short Sale Program Approved, Deed-In-Lieu Program Approved, Home Retention Program Denied, Loan Modification ( Low LTV ) - Denied. Decision needed by XX/XX/XXXX. 
On Friday XX/XX/XXXX, I rang SLS as follow up and asked what my options are as selling my property is not an option. SLS rep told me another payoff statement is needed to be requested and the loan to be paid off in 30 days. She stated the last pay off statement dated XX/XX/XXXX has now expired on XX/XX/XXXX. Says it should take up to 5 days to receive a new one. I advised the SLS rep that the previous pay off statement dated XX/XX/XXXX was never received at the property and I would like for her to email me the old payoff, she agreed and stated when the new payoff comes next week, that I should ring in again and request the payoff to be emailed. I further advised the SLS rep that I notice on the account it displays supressed/bad address. I confirmed to her that the property address is accurate, and mail can be accepted there. 
The XX/XX/XXXX payoff quote stands at {$13000.00}. 
I advised the SLS rep that I am not expecting a new payoff statement with inflated additional legal fees attached between XX/XX/XXXX and XX/XX/XXXX, she stated there will be added interest fees, but she was not sure of legal fees. I told her that I was not happy with the treatment and service from SLS and that I demanded to see an audit or explanation of each, and every line item charged for legal fees, etc. to the account. SLS rep suggested that I mail a letter ( of complaint and letter of requests ) to a XXXX XXXX as it can not be uploaded to the on-line account nor can it be faxed. 
I requested my attorney to contact SLS attorney Mr XXXX as means to get a detailed account of the legal fees that have been billed to my account, this was done on XX/XX/XXXX. In the meanwhile, I have comprised my letter of complaint / special request letter and it has been mailed to SLS, XXXX and the Consumer Financial Protection Bureau. 



Yours Sincerely, XXXX.

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