Consumer complaint received 2019-08-02
Company: Specialized Loan Servicing Holdings LLC
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Hello, my name is XXXX XXXX XXXX, my wife 's name is # # # # # # # # # # # # # # # # # #. On XX/XX/XXXX, Specialized Loan Servicing received the final payout payment on our 15 year mortgage, account #. The payment was an automatic electronic debit from a XXXX XXXX checking account ( see line below, cut and copied from the electronic statement ) XX/XX/XXXX SPECIALIZED LOAN SPECIALIZE # # # # # # # # # # # # # # # # XXXX XXXX {$2000.00} Over a month after the final payout was deducted from our checking account, we received a letter in the mail with the letter head Specialized Loan Servicing Part of the XXXX XXXX , dated XX/XX/XXXX. 
The first two lines are as follows : " Dear XXXX XXXX XXXX & # # # # # # # # # # # # # # # # # # According to our records, the above-referenced mortgage account is delinquent. '' On Friday XX/XX/XXXX, my wife telephoned the listed XXXX number, and spoke to XXXX ( a representative of SLS on a recorded call ). XXXX informed my wife that the account balance had been received, but had not been applied to the loan. The balance was fully paid off and we were to receive an excess dollar amount from the escrow. And that we should probably receive the check first, and the deed would follow. 

On Friday XX/XX/XXXX, I received in the mail with the letter head XXXX Loan Servicing Part of the XXXX XXXX, dated XX/XX/XXXX. 
The first two lines are as follows : " Dear XXXX XXXX XXXX & # # # # # # # # # # # # # # # # # # According to our records, the above-referenced mortgage account is in serious default. '' On Friday XX/XX/XXXX at ~ XXXX, I telephoned the listed XXXX number, and spoke first to XXXX ( a representative of SLS on a recorded call ) prior to getting disconnected. On XX/XX/XXXX ( a few minutes after the disconnect ) I again telephoned the listed XXXX number, and spoke secondly to XXXX ( a representative of SLS on a recorded call ). XXXX informed me, she ( XXXX ) had no listing of my wife 's call on XX/XX/XXXX. But that XXXX had set-up and inquest into my account. I then asked to speak to a supervisor. I was informed a request would be sent to a supervisor. The supervisor would then telephone in 24-48 business hours. I was further informed although SLS call center is open on Saturday, it is not considered a business day. 

The complaint is not complex. My wife & I have fully paid off the 15 year mortgage on our house ( account # ). The payments were all on time ( automatic electronic deduction from checking ). 2 months later, we are being harassed by SLS with incorrect letters regarding default and foreclosure. 
In short, we want the deed to our property. 

Some party at Specialized Loan Servicing Part of the XXXX XXXX has dropped the ball regarding the resolution of this matter. Therefore, I am sending my complaint to CFPB. 

Thank-you for your time and attention.

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