Specialized Loan Servicing LLC Mortgage Complaint

Specialized Loan Servicing LLC Mortgage department,

Conventional adjustable mortgage (ARM) Loan servicing, payments, escrow account District of Columbia

On - -, 2017, I contacted Specialized Loan Servicing LLC ( " SLS '' ) to pay down my mortgage by $250000.00 and have the monthly payment recalculated ( " recast '' ). The representative told me to fax SLS a letter requesting the $250000.00 pay-down and loan recast, and the loan investor would then be notified and have 30 days to respond. I faxed the letter on -/-/17, and followed up with SLS two weeks later. The representative confirmed that SLS had received my letter, but that the investor still had two weeks to respond. On -/-/17, I contacted the company again and was notified by - ( Employee # - ) that I was given incorrect information and that I needed to make the principal pay-down first and then submit the letter requesting a loan recast. - could n't explain why I was given incorrect information by SLS customer service twice, or why they neglected to let me know that I was not following the correct process to have my loan recast. I instructed - to log a consumer complaint and that I would be reporting SLS to the CFBP.