Consumer complaint received 2023-08-15
Company: Specialized Loan Servicing Holdings LLC
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
Violation of California civil code section 2923.7 Response dated XX/XX/XXXX cover up by stating phone number was removed on XX/XX/XXXX. 

I filed cease and desist on XX/XX/XXXX and I have received calls so this is XXXX to state SLS will comply with cease and desist after close to 2 years later. Last call I received in XX/XX/XXXX. 

ON XX/XX/XXXX I CALLED AND SPOKE TO XXXX # XXXX AS PER RESPONSE IF XXXX XXXX IS NOT AVAILABLE ANY ONE COULD ASSIST ME. UNFORTUNATELY THIS NEVER HAPPENED. AFTER EXTENSIVE PHONE CONVERSATION I WAS INFORMED A XXXX XXXX OF CONTACT XXXX SHOULD DEAL WITH THE ISSUES. 
XXXX THAN SEND AN EMAIL TO XXXX AS OF XX/XX/XXXX I RECEIVED NO PHONE CALL. 
SINCE THAN I HAVE CALLED THE PHONE NUMBER LISTED CALLS TRANSFERS TO EXTENSION XXXX AND I HAVE LEFT XXXX MESSAGE NO RETURN PHONE CALL HAVE BEEN MADE. 
Violation of California civil code section 2923.7 by SLS by refusing homeowners to talk to XXXX XXXX  of contact. SLS has established a XXXX XXXX of contact name XXXX Teller ID XXXX on XX/XX/XXXX. I made two attempts to talk to a XXXX XXXX  of contact, both have been denied. I was explained XXXX was not in the office and they had no idea when she would return. I request send message sent for XXXX XXXX of contact to call. This has not been done as well because a XXXX XXXX has not contacted me. After my message was taken, I was informed there no guarantee XXXX XXXX will contact me and when she will contact me. One of the reps gave me Hud phone stating she is supposed to provide under CA which I did not ask for but single of point I asked for. However other reaps I spoke none stated they were required to provide HUD phone number. After discussion I was explained I must remove cease and deist first before single int of contact will call me. This sounds wrong and violation of California civil code section 2923.7 1. XXXX is not available when I call multiple times. 2. I have removed cease and desist before XXXX will call me back. 3. When I call XXXX is no in and I have been informed SLS has no records when XXXX will return and call me back 4. Then cease and desist must be removed before XXXX calls me. I have been denied the right to talk to XXXX XXXX of contact in violation of ABA700 California homeowners bill of right by refused me to talk to XXXX XXXX  of contact. By contradicting I must remove cease and desist before XXXX will call me back. Guaranteed XXXX XXXX of contact : If you ask for a loan modification or other foreclosure-prevention option, your servicer must assign you a specific person or team who can walk you through application requirements and deadlines, knows the facts and status of your application, including missing documents needed to complete your application, and can get you a decision on your application. ( Civil Code section 2923.7 ). 
I called on XX/XX/XXXX and spoke to XXXX I was told XXXX XXXX of contact is not available and there is no records when she will return to work. 
I have not received corrected loan modification documents, so I made a new request for loan modification on XX/XX/XXXX. I am still waiting for the decision as of XX/XX/XXXX.

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