Consumer complaint received 2023-08-02
Company: Specialized Loan Servicing Holdings LLC
State: AK
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
On the XXXX of XX/XX/XXXX, I called SLS mortgage loss draft department at XXXX at XXXX XXXX Alaska Standard Time with my attorney on the phone to check on my status on when can I get my funds from my XXXX XXXX XXXX that SLS mortgage loss draft department has been holding my remaining funds from my XXXX XXXX XXXX XXXX since XX/XX/XXXX. My remaining balance of {$90000.00} remaining funds from XXXXXXXX XXXX XXXX XXXX is what SLS mortgage loss draft has been holding and been denying me to give my remaining funds to me to get my property fixed due to the fire that started in XXXX of XXXX. I explained multiple times and made several calls to SLS mortgage loss draft employees that I need to redo my property because the old contractors that did my house was not correctly coded through the State of Alaska permit and licensing inspector. I had been calling them numerous times since XX/XX/XXXX, to get funds to finish up my property. Unfortunately, they were giving me a hard time releasing my funds when I explained to them that the State Licensed Inspector said that the old contractors violated their licensed contracts and what they did didnt pass the house code. Basically, the job wasnt finished and only 15 % was done. I was instructed by the inspector state of Alaska to breach the contracts for the old contractors and find a new contractor to finish up repairing my house. Also told me to call SLS mortgage loss draft department to say that I have been robbed from the old contractors and needed funds to repair my property with new bid coming from new contractors. I have proof of evidence from the new contractors that gave me a bid to finish up repairing my house and they are just waiting for me to get funds from SLS mortgage loss draft department to get my house fixed before winter. I immediately called the licensed state of Alaska inspector to say that I already found a new licensed and contractors for the electrician, plumber, mechanical and general XXXX to finished up the exterior and interior inside my house. I also send a new bid contractor to SLS mortgage loss draft department since XX/XX/XXXX. The next step is to get the funds from SLS mortgage loss draft department. Unfortunately, they were unprofessional, and they told me they would send a third-party subcontractor named XXXX to do an inspection on my property for me to get funds released by them. Why did it take so long for the SLS mortgage loss draft specialist to send out an inspector on the XXXX of XX/XX/XXXX when I desperately needed funds that were holding to get my house repaired. I immediately called my XXXX XXXX XXXX advisor and explained to him that they are not releasing my funds. My XXXX XXXX XXXX was mad that SLS mortgage loss draft department didnt release my funds and told me I have every right to get my funds because its through XXXX XXXX XXXX XXXX and it needs to redo my house since the state inspector said its not done. I told my XXXX adjuster that I will seek an attorney for not doing their job right. My attorney took my case and we immediately called SLS mortgage loss draft department to see whats going on. The person we talked to is XXXX and last week was XXXX but their information was not consistent since other staffs in the loss draft department been telling me since XX/XX/XXXX that I will be getting my funds after the inspector had done his report. There have been too many lies coming from SLS mortgage when XXXX gave me a call and told me directly that SLS mortgage staff at the loss draft department didnt approve my funds because XXXX only put 15 % done on my property. XXXX explained to them that when he arrived in XX/XX/XXXX from my old contractors was 50 % done. But when I fired the old contractors when the state inspector came by in XX/XX/XXXX, he told me it was only 15 % done and need funds to get my place fixed. SLS mortgage loss draft employee told me I was denied after I was told by me and my attorney on the XXXX of XX/XX/XXXX that I will be getting answers from their manager to release the funds on the XXXX of XX/XX/XXXX, and it was approved. I called on the XXXX of XX/XX/XXXX, to check on the status and the guy that I talked to at the SLS mortgage loss draft department is XXXX and he told me that they couldnt release the funds because it was reported 15 % done and they need another inspector to come by and put down 25 % on my repair to get my funds. I also explained that my XXXX insurance XXXX send me {$13000.00} Dwelling Damage and I should receive it since XX/XX/XXXX for the demolition to be completed and SLS wouldnt give me that {$13000.00} for my demolition and the remaining funds they hold since XXXX of XXXX. My contractors have been waiting since XX/XX/XXXX to get my house fixed and I explained it to them that SLS mortgage wont released me the funds. SLS loss draft department has made too many lies and not giving me my Dwelling Damage Demolition of {$13000.00} from my XXXX insurance and the remaining funds from that SLS is holding from my XXXX XXXX XXXX. They should be investigated because the managers are not doing their job roles correctly and the staffs at SLS mortgage. I already filed a complaint through the Federal Trade Commission and also XXXX XXXX XXXX XXXX to furthermore investigate their behaviors. I'm a XXXX XXXXXXXX Veteran, a XXXX XXXX XXXX  through the XXXX XXXX XXXX XXXX with a XXXX XXXX XXXX and also a XXXX XXXXr for 12 years and I feel like I'm being disrespected by SLS mortgage loss draft employees and their managers for not properly giving my funds to me that I requested for over a month. It needs to be investigated so that can get my funds and my demo funds from them.

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