Consumer complaint received 2020-04-20
Company: Specialized Loan Servicing Holdings LLC
State: GA
Product: Debt collection
Sub-product: Mortgage debt
Issue: Took or threatened to take negative or legal action
Sub-issue: Seized or attempted to seize your property

Complaint:
This was my mother 's debt who passed in XXXX and my Dad passed in XXXX so it has now come to me and the person living on this property is a XXXX Vet with very limited income. 

( XX/XX/XXXX ) I called SLS on and spoke to Customer support Rep : in ( Arizona ) who told me to send a copy of the letters of testamentary from the court via email to XXXX.  She said she would have to send this document to the legal department to be approved and to call back in about a week to be authorized to discuss my moms account. I sent this document on the above date at XXXX XXXX  XXXX and waited about two weeks. 

XX/XX/XXXX I called SLS again and spoke to another person in Arizona who told me that he could not talk to me because I am not the account holder. I informed him that I had sent the letters of Testamentary via E-mail as requested on my previous call. 
He said he see the document but that they need other documents before I could be added to the account which are : a copy of my moms Death Certificate and a copy of my Drivers License. I sent these two documents on the above date at XXXX XXXX  XXXX  and asked about how long it would be before it goes to the legal department. His reply about 5 days. 

XX/XX/XXXX @ XXXX XXXX XXXX ( 17 min 34 sec ) I called SLS and spoke to a third person who said that she could not talk to me about the documents that the required of me that I sent to them because I am not the account holder or authorized to discuss this account. 
In an attempt to contact someone who can make a difference in the type of service I am receiving, I looked at the XXXX website and found a different number for SLS ( XXXX ) which took me back to the same recording and answering process as before. I found another number, ( XXXX ) with the same results. 
XX/XX/XXXX @ XXXX XXXX  XXXX  ( 5 min 5 sec ) I called SLS and I added my phone number and they hung up the phone. 
So, I called back @ XXXX XXXX  XXXX  ( 12 min 39 sec ) and spoke to yet another person who said that security or the legal department, ( Attorneys ) will have to approve my documents before they can discuss this account with me. He said that he would send an e-mail and hopefully they will get me on the account to settle it. I asked how long this would take but he said that he did not know how long it would take to complete. 
I also sent an e-mail on this day @ XXXX XXXX  XXXX  to the VP at XXXX of whom appeared to be the VP of XXXX in order to get someone to talk to me about the documents that I sent to SLS and my moms account. 
NOTE : Specialized Loan Services is a subsidiary company of the XXXX company. 



XX/XX/XXXX @ XXXX XXXX  ( 27min 53 sec ) I received a call from SLS and talked to a fourth person. ( My phone number is on the e-mail that I sent XXXX  ). 
She proceeded to tell me that she could not talk to me because I was not on the account. She said that I only had on file a copy of my moms will of which I did not send them. I do not know how they got that document. 
She said that I would have to go through the court process and then send letters of testamentary to them. 
I had to go back and forth with her to get her to understand that all of that had been completed long before now and that she had the letters on file as we spoke. After a lot of back and forth discussions I gave her the dates that I sent these documents, she finally looked through the files and found the letters of testamentary and the death certificate and a copy of my drivers license that I sent in and said that she will have to recommend that SLS go ahead and process my documents but that it will be another few days before it is done. 
I told her that everyone keeps telling me that its got to go through the legal department but it never gets there. 
she said that when they send e-mails to expedite, legal would have to work it right away but I would have to wait another 7 days. 
NOTE : After that date no one has contacted me to talk about the account or anything. 

XX/XX/XXXX @ XXXX XXXX  XXXX  ( 26min 38 sec ) I called SLS and talked to a fifth person. I gave him my name and the account number after he asked how he could help me and I told him that I need to know if he was authorized to talk to me concerning my moms account, he chuckled as though he thought it was a little funny and then said that You are on the account. I told him that I am trying to get this thing settled and he saw the amount owed on the account, he transferred me to someone who handles higher amounts of money. 
@ XXXX XXXX  XXXX  I talked to a sixth person who is a claim associate I verified my name and account number, he said that the house is in foreclosure. 
I asked when did it go into foreclosure? He said XX/XX/XXXX. I told him that I had been trying to settle this account since XX/XX/XXXX but I keep getting put off so it is not my fault that this is not settled. 
He said that he could not do anything about that but that I would have to pay the past due balance and attorney fees to get a reinstatement and that would take 5 days to receive in the mail but that he would also send me that information via e-mail as well so that I can get it today. 
I told him that I want to pay the account off and be done with it. 
He said that a payoff quote till take longer than the reinstatement but that he can mail it to me and or e-mail it to me. He also said that the reinstatement quote will bring the account current. He said that I should receive the payoff quote in the mail by XX/XX/XXXX. 

On XXXX XXXX I mailed a check # XXXX to SLS, for the total amount due to include the attorneys fees for next day delivery based on a statement that I have. I did not receive anything else from SLS other than this statement. It's due date was XX/XX/XXXX. 

XX/XX/XXXX I received my check # XXXX which is the balance of moms loan on XX/XX/XXXX that I sent to SLS in XXXX XXXX, CO. ( Next Day ) a {$20.00} charge. They sent a letter back with this check stating that they were unable to identify & needed more detail. 

XX/XX/XXXX I sent a letter with my Moms name, the account number and the property address along with the same check that I sent before, # XXXX as it is still a good check. I did not send it overnight this time. 

XX/XX/XXXX ( Tuesday ) I received a call from SLS, at XXXX XXXX  and was unable to answer but I called back and got put on a call back list at XXXX XXXX. 
At XXXX a woman called me back and transferred me to a different person in Customer Assistance. He said that they are sending my check back because payoff must be with a Certified Check or Wired, and that it could not be a personal check. 
I explained to XXXX that my check has already been sent back once because they wanted more detail information based on the document they sent with my check. 
I also explained to him that the correspondence the I received when my check was returned to me has a block to be checked if a Certified Check was required but it was not checked which means that It was not a requirement. 
I asked the question, Why is a Certified Check required now when the document sent to me did not indicate that? I followed the instructions that you all gave me to follow. 
He continued to say that all payoff quotes require a certified check or wire, however that is not what is on the document that they sent me stated. 
He said that he can request another payoff quote that can be faxed or mailed. I told him to send one via fax and gave him the fax number but not before asking him how long will this take.

S : 5 business days to wright up and process Me : So then by the time that is done, the amount will increase again correct?

S : If another payment date goes by, yes it will Me : Why do you all, your company keep putting me off from taking care of this? You keep extending things five days and the amount keeps going up. This is ridicules! 
He said that the property is in foreclosure and that the sale date is XX/XX/XXXX. Then he suggested that I call on the XXXX to find out what the new payoff is. 

XX/XX/XXXX ( Monday ) I received my check ( XXXX ) back a second time in the mail on Monday XX/XX/XXXX along with a letter stating now that : Certified Funds are required & We are unable to accept funds for less than total amount due. 
I sent in the total amount of the loan plus the attorney fees based on the only document that I received from SLS concerning a payoff amount. 

XX/XX/XXXX ( Tuesday ) I received in the mail a statement from SLS where the new balance is now {$2600.00} and a letter of foreclosure from a Law office in XXXX, Ga. Dated XX/XX/XXXX. 
I called a number to SLSs Attorney firm as she needed to verify that I was cleared to discuss this matter. 
She could only request an updated payoff quote for me which would lead to another increase of the payoff amount because of the time it takes to process the request. She said the property will not go on sale until XX/XX/XXXX. 
Therefore, I will have to seek help from someone, somewhere else. 
On the above date, I also sent another email to The above mentioned VP at SLS or XXXX to inform him of my difficulties and asked him for help once more. 

XX/XX/XXXX @ XXXX ET  ( 13 sec ) I received a call from SLS, I answered the call and there was a recording that said : We are sorry we were unable to reach you. Please give us a call at XXXX. 
I called back @ XXXX XXXX only to get another recording that said : Due to the Coronavirus situation, our wait times are longer than normal. If you wish to continue please listen to the menus. 
Because I know I will not get the person who called me of whom I expect has information that no one else has, I hung up and hoped that they will call again. My call time was 28 sec. 
I have not received a response from the email that I sent XXXX at this point. 

XX/XX/XXXX ( Tuesday ) Because I have not heard anything from the VP concerning my second e-mail request for help sent on XX/XX/XXXX. I sent another email requesting help to the three other VPs that he had attached to his first response to my first e-mail. 
Nothing as of XX/XX/XXXX. 

XX/XX/XXXX I received in the mail a letter from SLS dated XX/XX/XXXX, It reads as if we are just starting this process and they want to collect a debt and this is their first attempt to do such. 

XX/XX/XXXX @ XXXX XXXX XXXX  I called SLS using a different number hoping to get someone who would help me on this issue only to get a XXXX and I had talked to before when he said that he had no authority to do anything in this matter. So we just didn't waste each other 's time. 
I called back at XXXX XXXX  And spoke to XXXX who would only tell me that they have sent me payoff quotes and that she will send me a new one, one in the mail which will take about 5-7 days and one via e-mail that I would receive this evening sometime.

I told her that I have not yet received one payoff quote nor have I received a reinstatement quote. She said that they have sent them and it is not their fault that I did not receive them.

I told her that I received my check back in the mail twice, that I got a letter from their attorney and what looks like a statement so how do I receive everything else in the mail but not one of these so-called quotes. 
She continued to state that she cant explain it. She said she will send me a new quote in the mail and via e-mail. 
XX/XX/XXXX @ XXXX I still have not received any e-mail correspondence from SLS concerning my e-mail to the leaders of the company nor concerning the 2nd payoff quote that XXXX was supposed to send me.

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