Consumer complaint received 2018-02-23
Company: Specialized Loan Servicing Holdings LLC
State: VT
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I have been trying to get a payoff letter to pay off a mortgage loan ( sale closing scheduled XX/XX/XXXX ) from this company ( XXXX XXXX XXXX ) which has taken on the servicing of my mortgage from XXXX  XXXX XXXX. Here is my correspondence to the CEO of the company including relevant dates and communication : Hello. 

On XX/XX/XXXX, I and my attorney 's office spoke with several employees at SLS asking for a payoff. At the close of the day, we spoke jointly with XXXX XXXX, who said he would get back to us via email on XX/XX/XXXX with information on the payoff. He never got back to us. 

On XX/XX/XXXX, I spoke with XXXX ( badge XXXX ) in Executive Services division ( see below ). She stated that my loan was scheduled to be onboarded today, XX/XX/XXXX and payoff letter would be able to be generated at that time. She also said, in declining to put in writing what she told me, that she would be reporting back to her supervisor and that the supervisor would be contacting me in response to my request for written correspondence. It is now XX/XX/XXXX. I have not been contacted by XXXX 's supervisor, XXXX XXXX or anyone else at SLS. 

I just phoned to see if a payoff was available and spoke with a rep who told me that ( a ) it is not available and ( b ) your company has 15 business days to onboard the loan. Yet again, I have received contradictory information from one of your employees.

I am trying to pay you money. I am trying to get a payoff amount so that I can pay you approximately {$150000.00} and sell my house. Why is this so difficult? I notified your company of this on XX/XX/XXXX, in advance of the scheduled closing and in advance of your taking on of the servicing. I can not believe that there is no-one in your agency that can make this happen today, as promised. 





-- -- -Original Message -- -- - From : XXXX XXXX To : XXXX   XXXX ; XXXX XXXX ; XXXX XXXX ; XXXX XXXX Cc : XXXX XXXX ; XXXX XXXX ; XXXX XXXX Sent : Wed, XX/XX/XXXX XXXX XXXX Subject : Re : Urgent : payoff letter needed immediately I received a phone call from XXXX ( she would not give her last name ), badge number XXXX, stating that the loan is scheduled to be onboarded into the SLS system on XX/XX/XXXX and that if it does get onboarded in that time frame, then a payoff letter can then be generated on XX/XX/XXXX. I asked her to put in writing what she told me verbally and she said she was not able to put anything in writing. She then stated that she would convey our conversation to her supervisor and advise him that I requested a written copy of the information she provided me. She stated that her supervisor would phone me to follow up. 

I advised XXXX that the buyer 's attorney is considering putting the proceeds of the sale in an escrow account until written payoff is available, and that if that happens on XX/XX/XXXX, that's fine, but that one of the people we spoke with today said it would be 30-60 days, which is not acceptable. 

Sincerely, XXXX XXXX -- -- -Original Message -- -- - From : XXXX XXXX To : XXXX XXXX ; XXXX XXXX ; XXXX XXXX ; XXXX XXXX Cc : XXXX XXXX ; XXXX XXXX ; XXXX XXXX Sent : Wed, XX/XX/XXXX XXXX am Subject : Urgent : payoff letter needed immediately I and my attorney have been attempting to get a payoff notification for my mortgage from your company since XX/XX/XXXX. Effective XX/XX/XXXX, your company took over the servicing of my mortgage with XXXX  XXXX XXXX. I had a home sale scheduled for XX/XX/XXXX and the closing was brought forward to today, XX/XX/XXXX. I and my attorney 's office have spent hours on the phone with your customer support people attempting to get a payoff. 

We have been told contradictory and untrue things by the people we have spoken with, including managers and supervisors. When I asked one of the supervisors to put into writing what he was telling me over the phone, he said he would not do that. The first person I spoke with yesterday said I would have a payoff letter by noon yesterday, one of the people my attorney spoke with today said it would take 30 to 60 days. This is completely unacceptable. 

I need someone from your executive branch to produce a written payoff letter to my attorney today in order to close this sale and payoff the mortgage. Please review the call logs and hopefully you actually record the calls and can listen to what your customers are getting from your staff. 

My name is XXXX XXXX, the property address is XXXX XXXX XXXX, XXXX, MA XXXX. The loan number may or may not be XXXX, depending on who at SLS is answering the phone. 

My number at work : XXXX. Attorney XXXX XXXX 's office : ( XXXX ) XXXX Sincerely, 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