Consumer complaint received 2022-01-08
Company: Specialized Loan Servicing Holdings LLC
State: CA
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Struggling to pay mortgage

Complaint:
To whom it may concern On XX/XX/XXXX, XXXX XXXX was authorized by XXXX XXXX to speak to XXXX concerning their in-house loan modification we signed and mailed with corrections. 
XXXX said that they can not accept the modification we signed but we can submit settlement agreements with the payoff quote on the first mortgage and they will consider it and get back to us. She gave us the email to submit all the required docs. 
We ordered the payoff on the 1st mortgage and received it in a few days. We submit the settlement offer on XX/XX/XXXX. 
On XX/XX/XXXX, after we did not hear from SLS/XXXX, XXXX XXXX called and spoke to XXXX, as she was just discovering the email with our offer of {$150000.00}. Without even considering sending our offer settlement to the investor, she immediately said that this offer is not acceptable. Both my husband and I were very disappointed and shock by her irrational and emotional response. We felt like we were dealing with someone with multi-personality. She reprehended us for filing complaints with CFPB. It appears that she was punishing us for filings these complaints to the CFPB or the XXXX  and continues to insult us because we turn to these agencies for help with SLS misconduct and unprofessional behavior. 
She refused to give us any written docs based on the denial of the offers submitted. Exactly, as she previous done with settlement offers provided by authority or representatives including HUD modification ( XXXX ) that was submitted on XX/XX/XXXXXXXX SLS/  XXXX XXXX bluntly, rejected the HUD modification, but she previously told me to go to HUD if I want to get a Modification. After I spent a whole week to get all the documents required by XXXX/HUD XXXX XXXX rejected HUD, claiming the investor will only do the in-house modification. SHE LIED TO ME and refused to give me a written document denying the loan mod from HUD. 
XXXX XXXX, another representative who had submitted many settlements offers throughout the years, of which she again rejected and again refused to give us any written documents concerning her decision. 
I finally, requested the contact info of the investor. Again XXXX was misleading. As she sent incorrect contact info ( wrong address ) claiming the investor address is NY instead of FL ( see attachment ) XXXX miss represented the investor. 
XXXX, also miss represent me by reporting the incorrect credit score of XXXX when its actually XXXX All her rejections of our offer settlement are done by phone call only, as she refused to give us anything in writing. 

XXXX treated me, my husband, the HUD representative, and XXXX XXXX very poorly. As they both said she was very abrasive, rude, harsh, and unprofessional. 
Previously, I have filed a complaint to the CFPB about her abrasive behavior towards ME, which has affected my XXXX XXXX, and requested a new point of contact. SLS replied stated that SLS has appointed a new point of contact to my account. BUT SLS LIED AGAIN, AS XXXX CONTINUES TO BE MY POINT OF CONTACT. 
THIS MISLEADING AND DECEITFUL BEHAVIOR OF SLS and XXXX MUST STOP. PLEASE HELP US, from being abused by SLS and Miss XXXX. 
SLS rejected all our loan mod and settlement offers by phone and refused to give us all the recorded conversations dated all the way back to XXXX when the loan from XXXX SLS/ XXXX refused to communicate by email or in writing on all offers submitted. As she rejected our offers repeatedly and verbally abused and accused me of not making payments.

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