Consumer complaint received 2022-08-16
Company: Specialized Loan Servicing Holdings LLC
State: AK
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
On the XXXX of XX/XX/XXXX my property has been burned down and fire started at my property at XXXXXXXX XXXX Alaska Standard time. I received an alert call from the Fire Chief department in XXXX, AK that my place was burned down. I immediately contacted my XXXX ( military home insurance ) adjuster to have my property fixed. During this frustration times, SLS mortgage from the loss department got my {$330000.00} dwelling damage that I was granted from my XXXX adjuster to get my property fixed. SLS mortgage loss claims department agent instructed me to mail my XXXX insurance check of {$330000.00} and they received once I mailed it to them in a couple of days. Once received, the SLS loss claims department agent send me a check for {$170000.00} on the XXXX XXXX XXXX XXXX XXXX XXXX which has been my father who was deceased XXXX years ago. I was battling it out with them for months and months on sending them proof of documents that my probate attorney instructed me to send them a copy of my judge 's order with my case number : XXXX XXXX  in the Superior Court for the State of Alaska that I was awarded from the judge that I inherit the property at XXXX XXXX XXXX XXXX, XXXX AK XXXX on the XXXX of XX/XX/XXXX. I was also the successors interest and the successors deed. I also notarized two documents of assumption agreement requested from SLS for another proof of documents that I am taking over my fathers property. I explained it to them several times from the past complaint I made here is that they can not removed my fathers estate name on the account, when I send them proof of documents from my attorney and proof of documents that it was recorded at the records department at the Municipality of the State of Alaska. Unfortunately, the Loss claims department told me that they going to re issue the check to me of {$170000.00} on my name with the bid contractor that I found. In 15 days. After 15 days, I called them back to check up on the status. They told me another excuse that I needed a W9- form from my bid contractor. I expedited the mail with the W-9 form so I can receive the new check on my name in 15 days. After 15 days, I called them back and they told me this time that they cant re issue the check because they needed my W-9 form as well and I must wait 15 days again for another re issue check. An Agent told me on the XXXX of XX/XX/XXXX at around XXXX XXXX Alaska Standard time, that they will re issue the check to me with my name and the bid contractors name on one check. I explained to them why they are having a hard time to re issuing my check that they received from XXXX and only gave me half of my {$330000.00}. The agent couldnt explain why it was half given to me and I told her over the phone, that after my property is being built, what will happen to my remaining funds at XXXX? The agent told me they will keep it. I told them thats not right because my XXXX insurance agent told me the rest of the fund not used will be mailed you a check of the remaining funds coming from SLS mortgage. Also, my attorney told me that is your right by law to get those funds back to them once your property is being built. The SLS mortgage needs to be investigated and poor customer service from the Loss Department is not giving me answers. I tried to tell them few months ago, how would I take my fathers name off since I already send proof of documents from my attorney that I was awarded from the court judge. They told me to refinance it from my bank that has the SLS mortgage? I told them how since you guys took over XXXX XXXX account mortgage and they told me I have no right to refinance the mortgage its because its my fathers estate. I have been frustrated with SLS employees how they treat me and not giving me the right answers. I am an U.S. Veteran, XXXX XXXX XXXX XXXX from the XXXX  XXXX XXXX XXXX XXXX XXXX University & also XXXX XXXX XXXX at XXXX XXXX XXXX XXXX XXXX. Im also a XXXX XXXX  that run XXXX XXXX XXXX for 12 years. Please investigate that my name should be changed from my fathers estate and send me a check that has my name so that my local bank can accept my check and get my property fixed. SLS Loan Number : XXXX. They also send out real estate agents who does sideline of subcontractors without my permission taking photos and making false statements on m y property. His name is XXXX XXXX and I wasn't informed correctly by the SLS loss claims department. SLS are unprofessional and they need to do their jobs to put my name on the account and the check to re issue with my name not my name with the bid contractor 's name that I already contacted my local bank and they said only my name not the bid contractors name with your name on the check. This has been going on since XX/XX/XXXX after my house burned down and SLS can't do their job right. Please investigate.

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