Consumer complaint received 2018-05-15 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Specialized Loan Servicing Holdings LLC
State: AZ

Complaint narrative:
The purpose of this letter is to request your assistance in obtaining information regarding the above referenced loan. Specifically, specialized Loan Servicing ( SLS ) will not provide me with basic information regarding this debt, such as what the amount my monthly payment should be on or what the balance of my loan is. I ask that you please demand that SLS make this information immediately available to me, now and in the future. 


Background Sometime in XX/XX/XXXX we were informed that our mortgage was transferred from XXXX XXXX XXXX to SLS. About that time, we also began to fall behind on the payments. SLS did not send us monthly statements and ( despite our many requests ) would not tell us exactly how much we needed to pay to come to current. We tried to call SLS but were always sent from department to department. No one gave us a clear answer. Not even SLSs web portal would tell us what our payment should be. 
We were ultimately reduced to guessing that we owed when we made a payment. Over the period between XX/XX/XXXX and XX/XX/XXXX, we paid approximately {$6400.00}. Despite this, SLS continued to send us demand letters. On Friday, XX/XX/XXXX, we received a certified letter from SLS which informed us that the debt was referred to an attorney for foreclosure. We called the number provided on the letter but was never provided with amount to come to current on the loan. We were told that the foreclosure trustee would contact us with the amount in several days. As of the date of this letter, no such contact has occurred. 
On XX/XX/XXXX, we made several calls, hours of time being routed around from one department to another, always getting the runaround from each person and this went on for days. Each person we spoke to, gave me a different answer, and we followed each one, this went on for weeks. During one of the conversations, it was said we could request it verbally and we did so on XX/XX/XXXX and again on XX/XX/XXXX. After days of waiting and more calls to follow up, we got more of the runaround and then on XX/XX/XXXX, another person told me to send a letter ( give a fax number, department and details of what needed to be included, so that we could request this pay off amount ). We sent the letter immediately ( doc # 1 ). 
On XX/XX/XXXX, we again contacted SLS and with multiple calls to verify request was received and being processed we were again getting the runaround, they seemed to intentionally stall us and were not tell us the amount necessary to come to current on the debt alleged. We had the money and are ready to pay it immediately, but SLS and their representatives were unable to tell us how much to pay or where to pay it. 
Later that same day, Friday, XX/XX/XXXX, a notice of trustee sale was delivered to our home ( doc # 2 ).  This notice stated that we could bring the account back into good standing by paying delinquent payments. The notice instructed us to contact the trustee ( lawyer ) for payment instructions. We called the number provided, sent the signed request letter to the trustee/lawyer ( XXXX , XXXX XXXX XXXX ) and once again were not given a number for the delinquent payments. 
After multiple attempts starting on XX/XX/XXXX to contact XXXX for the Reinstatement Quote, finally, on XX/XX/XXXX date, XXXX XXXX @ XXXX XXXX sent us an email notification that the delinquency was {$7300.00} and due on XX/XX/XXXX ( doc # 3 ). We immediately made payment for this amount in person at the XXXX XXXX XXXX ( doc # 4 ). 
To make matters worse, we have been waiting for either SLS or their law firm to send us the notice that shows it was paid and the foreclosure has been cancelled. As of today, that still has not been received. We took it upon ourselves to look into the County Recorders website and find out what, if anything has been updated and about a week ago we found the Cancellation Notice of Trustees Sale dated XX/XX/XXXX. 
And what we found to be even more unfair, is a letter received, dated XX/XX/XXXX and XX/XX/XXXX ( both in an envelope dated XX/XX/XXXX ) received on XX/XX/XXXX with confirmation of receiving our reinstatement request, advising me of it being sent to the wrong departments and providing us a balance with a due date of XX/XX/XXXX ( doc # 5 ). Had we relied on SLS or the trustee to provide us with timely documentation, we would certainly have lost our home in a foreclosure sale. Thankfully this did not happen, but it shows that they are not following the rules and abusing the system to gain unfair advantages over consumers. 
Currently we have again tried to use their website to access our account. We are unable to get statements, our current amount showed states XX/XX/XXXX, however aside the payment made to XXXX XXXX, we have not made any payments, because we have not been able to get a monthly statement and amount owed. To make matters worse, when I click on the site to make the payment listed on the attached ( doc # 6 ), the amount changes and there is nothing to understand why. We again are being placed in a situation where we are unable to pay our mortgage with understanding where all the money is being applied. 


Argument We are not sure if SLSs failure to communicate even the most basic information concerning the debt was a deliberate act or simply a sign of negligence. Regardless, if SLS is permitted to continue on in this respect, it is inevitable that we will soon repeat this foreclosure crisis. It is unfair and abusive that SLS has caused us all this distress and harm when we made it clear that we were willing to pay all our deficiencies. All the late fees and other penalties could have been avoided if we were timely provided the proper payment information. 
Not only have we suffered from stress and had to pay many additional costs, but our ability to borrow had been compromised. In order to get away from SLSs abuse, we consulted with mortgage brokers about our refinancing options. We were told that, because SLS reports that we have a record of late payments, we will not qualify for a loan that we can use to replace the SLS loan. On other words, because SLS sabotaged our attempts to make payments on our loan, we can not get a new loan.

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