Consumer complaint received 2021-03-26
Company: Specialized Loan Servicing Holdings LLC
State: SC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
This is a complaint about Specialized Loan Servicing ( www.sls.net ). 

My father died from XXXX in XXXX. He was listed as the borrower on a small mortgage he was paying off for the house he was living in, which I am the title owner of. 

As we want to sell my father 's house, I sent information to the current loan company XXXX XXXX XXXX XXXX on XX/XX/XXXX via fax and email XXXX my parent 's death certificates and copy of the title showing me as the owner since 2018 ). They promptly reached back out to me and told me this loan was in the process of being sold to another company XXXX XX/XX/XXXX ), Specialized Loan Servicing. I immediately called this loan company that same day XXXX XX/XX/XXXX ) but was told I was not authorized on the account to receive any information. And that I had to wait for a packet to come in the mail at the address of the loan. 

Nothing has come in the mail from this company as of today XXXX XX/XX/XXXX ). Knowing that I have rights as the owner of the home I went ahead and mailed my father 's death certificate, the title of the loan, and a letter stating that I am the successor of the loan and need the payoff amount priority mail on XX/XX/XXXX. I also faxed this information to the fax number on their website and sent the same information to two different email addresses ( their customer service agents gave me over the phone ) multiple times ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ). 

I have called almost daily to get an update and see if they received the information I sent to them ; and to inform them that I have not received anything in the mail from them ( or from XXXX XXXX XXXXXXXX stating that the loan was transferred ). 

They claim they have not received the information and stated that the problem may be that we don't have the new loan number added to the documentation ( we did include the original loan number from XXXX XXXX XXXXXXXX ), but they could not give me this new loan number over the phone. So now I am stuck with no way of sending them information that I am the successor of the loan unless I somehow get the " packet '' they sent. 

This is holding up the prospect of selling my father 's house and personally costing me money as there wasn't an estate to pull these funds from and we are still paying on this house. I really don't know what else I can do at this point to get the loan payoff amount. 

Customer Service : I also want to note that their customer service agents hung up on me multiple times, transferred me when they didn't want to deal with my problem, and were downright rude to me and my wife when we explained our situation and that we have sent them the information they asked for. I have worked customer service before and this was the worst I've ever seen. When I asked to speak to a manager, I was always told that was not possible. 

Thanks, XXXX XXXX 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