Consumer complaint received 2018-01-26
Company: Specialized Loan Servicing Holdings LLC
State: VA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Follow up on complaints # XXXX & XXXX. 

As noted in previous complaint, called back SLS on XX/XX/XXXX ( at XXXX XXXX ), the date we were told our reinstatement quote would be ready. Spoke with XXXX ... transferred call. Spoke with XXXX ... transferred call. Spoke with XXXX ... put on hold because computers were not operating well & were slow. Transferred to Customer Assistance Dept. They told us they could not give us a quote over the phone despite the fact that they said we could get a phone quote on our previous call. We asked for Executive Services to get the quote, and they told us that they wouldn't transfer the call because there was no reason for us to speak with Executive Service. We insisted, they refused. Spent well over an hour on the phone, or on hold. 

Called back same day ( XX/XX/XXXX, XXXX XXXX ). Spoke with XXXX who transferred us to another department. No one picked up, and 25 minutes after being on hold, XXXX picked up the line. She message a customer service associate for a quote. Said they would fax it to us that day. And told us to email & send letter so that they could contact our homeowners insurance to have our policy reistated after our payments got up to date. Never received fax. But we did email & send insurance letter. 

Called back again on XX/XX/XXXX at XXXX XXXX. Asked for Executive Services. Spoke with XXXX ... transferred call to Customer Resolution. Spoke with XXXX ... transferred us to another department. Spoke with XXXX, who told us computers weren't working well. We asked for supervisor & he told us that he'd have one call us back. We told him NO ONE has EVER returned a call to us from SLS, and we would hold. XXXX apologized for the issue & noted that they had just had a meeting to discuss issues with getting a reinstatement quote & they were going to fix the " glitch '' by end-of-business today ( XX/XX/XXXX ) ... He said supervisor would call us back .... Never got call. 

Called back same day ( XX/XX/XXXX ) at XXXX XXXX. Asked for Executive Services to get reinstatement quote. Spoke with XXXX ... we told her that the quote was supposed to be ready yesterday. She transferred the call to XXXX. We had to repeat the loan number to her 4 times before she finally got it. She told us that they were running 24 hours behind ... We told her that we need this NOW, so that we can make sure our insurance doesn't cancel. She said the quote would be ready tomorrow. 

Called back XX/XX/XXXX, spoke with XXXX in Customer Resolutions and asked for our reinstatement quote. Transferred to XXXX, put on hold. Transferred to XXXX, who rudely told us there was no documentation for the request, but we were sent a previous reinstatement that should have been paid ... this was the reinstatement that arrived on a holiday weekend and lapsed on Monday ( a federal holiday, banks closed ). We explained this to her, but she insisted that we had a day to pay for it ... Very rude, would not listen. She told us that the quote would be ready tomorrow. 

Called back on XX/XX/XXXX & spoke with XXXX & requested reinstatement quote. He transferred us to the Executive Services Team. We told him that we had been promised reinstatement quotes on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX by end of day and XX/XX/XXXX. They hung up on us after being on hold for 45 minutes. 

Called back that day XX/XX/XXXX, spoke with XXXX. He said it would be generated and ready today, and would be faxed. Asked us to call back at XXXX XXXX to check on quote. 

That is where we currently stand ... another week of incompetence & delays ... AND no quotes.

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