Consumer complaint received 2018-05-30
Company: Specialized Loan Servicing Holdings LLC
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
Just some history : My wife XXXX and I purchased our home in XXXX XX/XX/XXXX and my mortgage company was XXXX XXXX which then sold the loan to Specialized Loan Servicing, LLC, ( SLS ). At that time we where residents of Vermont and we spent the seasons in XXXX. XXXX XXXX XXXX on XX/XX/XXXX from XXXX. I sold my house in Vermont on XX/XX/XXXX and moved to XXXX. XXXX estate had been long settled and all our banks account where closed and I presently do all my banking XXXX. 

In XX/XX/XXXX I refinanced my mortgage with XXXX XXXX  and in XX/XX/XXXX SLS sent me a check for {$860.00} to close out my mortgage. However the check was made out to my self and XXXX. I called SLS and explained to SLS my wife had passed way and I couldnt cash the check. I also reminded SLS on XX/XX/XXXX I sent them a letter stating XXXX died along with a copy of the Death Certificate. SLS agreed they had a Death Certificate but SLS said SLS had to make the check out to both of us. After constantly explaining to them my wife estate was settled and I had no joint account. SLS finely send me to a person that could help, that person said to send a letter explaining the issue and SLS would send another check made out to me only. I typed a letter XX/XX/XXXX mailed it to SLS. I called again on XX/XX/XXXX and spoke XXXX ; he informed me they never received the letter. XXXX gave me a fax number and I faxed a copy the same letter I mailed early. I have a copy of the fax and the transmission verification report. I have called SLS on XX/XX/XXXX and was told the check was in approval process. On the XX/XX/XXXX I called to see if the check was released. I was told I should have the have the check by XX/XX/XXXX, never happened. I called again on XX/XX/XXXX. This time I was told to check has been approved, but not issued. I asked to have a manager to call ; once again they never called back. I called again on XX/XX/XXXX and was told again the check has been approved, but not released. Again I asked to speak to a manager ; again I was told the manager would call me within 4 to 6 hours. Never happened.

I must say SLS is the most unprofessional company I have ever deal with. One of the issues is every time I call the wait time is very long, and phone number that SLS provides is not the department that handles my problem ; so each time I call I have to go through the entire problem, then Im transferred to the correct department and wait. I asked for the number for that department and they wouldnt give it to me. Every person I spoke to said this shouldnt happen, we will get it fixed. 
This issue has been going on since XX/XX/XXXX, to my understanding there is legal reason SLS cant send me check. I believe SLS acted very unprofessional and the way they conduct business leaves a lot to be desired. I believe they are just jerking me around, with the hope I will go away.

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