Consumer complaint received 2022-02-15
Company: Specialized Loan Servicing Holdings LLC
State: AZ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
XXXX XXXX held mortgage in XXXX, when I requested a loan modification. ( documented via email with reply from XXXX XXXX ) as mortgage interest rate was 6.25 %, when interest rates were below 3 % in XXXX. XXXX XXXX refused to follow through. 

In XX/XX/XXXX XXXX XXXX transferred servicing of my mortgage to Specialized Loan Services LLC. I'd requested that all communication be through email only, either on XXXX XXXX ( initially ) then Specialized Loan Services LLC ( SLS ). 

Both lenders initially ignored my request. Providing me with " Customer Service '' telephone numbers to call. Telephone numbers when called after waiting for over an hour were always dropped before a customer service rep answered call. 

All payments through XXXX, when XXXX XXXX was mortgage holder were paid as contracted, up through XX/XX/XXXX. 

On XX/XX/XXXX, on XXXX XXXX XXXX webpage a message posted informing me the transferring of the servicing of loan transfers, signed by XXXX XXXX XXXX XXXX Senior Vice President, XXXX XXXX XXXX XXXX  on message center page that my mortgage was transferred to SLS. Mr. XXXX 's email stated : " We've sent you a letter with the details " No letter received so I researched and found telephone number for XXXX XXXX XXXX XXXX, reaching XXXX XXXX XXXX XXXX XXXXXXXX sent me via an email the letter that was alleged sent me via USPS. I did receive a letter from XXXX XXXX, after XXXX XXXX provided me a copy of the letter. The two letters had conflicting information. Again, demonstrating culpability from XXXX XXXX employees. 

I researched and discovered SLS board of directors information, as well as upper management. I discovered that SLS is a subsidiary of XXXX a foreign corporation, providing corporate trusts, stock transfer and employee share plan services in many countries. XXXX is public traded on the Security and Exchange Commission. I pulled company filings from the XXXX webpage, including XXXX filings that are mandatory annual filings, listing salaries and shares paid to management and political people. My intention is to post names of these employees on social media platforms, to level the playing field. I've identified employees on SLS social platforms. 

I went to these depths of investigations in preparation to XXXX much documented malfeasance, fines paid through lost litigation. I emailed XXXX questions regarding what funds XXXX paid millions of dollars fines. Shareholder funds? No response. 


Having already experienced the dropped calls game, I refused. In XXXX, I requested all statements be sent electronically to my email, under the Paperwork Reduction Act of 1980, and its many revisions ; or provide me access to my statements on SLS website. I also requested SLS send emails to my private email informing me my statement was ready on SLS for download. 

SLS still sent paper copies of my statements through the US Postal Service.. Unbeknownst to SLS, I was receiving daily " informed delivery '' from USPS. 
Best for documented paper trail. 

In XX/XX/XXXX I emailed SLS a request for forbearance based on COVID 19. Initially SLS informed me to telephone their " customer service '' numbers. I requested a forbearance due to COVID 19, as was my right under the CARES ACT Finally I was granted forbearance. On SLS webpage under Message Center, I was informed forbearance was granted and to expect terms sent from SLS through USPS. SLS did not notify me through USPS. 

From XX/XX/XXXX to present XXXX SLS paid " escrow fees '' they stated were owed for late property insurance and property taxes. SLS escrow fees were illegally established. My property insurance was and is paid fully by XXXX annually. My property taxes are paid timely on due dates. SLS " hired '' an appraisal company to appraise my property in an " exterior appraisal '' only. The company XXXX XXXX XXXX XXXX XXXX did not have an mandatory appraisers name on appraisal. Further investigation exposed the fact the XXXX XXXX XXXX is not listed on Arizona Corporate Commission website as being registered, nor does not have a mandatory State of Arizona Transaction Tax number, or City of XXXX, XXXX XXXX business license. 

I discovered XXXX XXXX XXXX XXXX XXXX was the recipient of federal XXXX funding twice for {$300.00}, XXXX, on which XXXX lists these funds are for " payroll '' only for 21 jobs reported. This should be investigated, too. SLS replied they are not responsible for XXXX XXXX XXXX actions, as " they are a contracted company. '' Then how dependable can XXXX  data be validated?

These documented actions of SLS expose a repeated disregard for the law.

When I messaged on SLS " message center '' to remove illegal escrow fees, including other " misc fees '' they charged my mortgage, they lied. In email messaging on SLS message center ; refusing me proof of insurance SLS stated they paid on mortgage and property taxes. SLS stated they were " contacted '' by the county that property taxes were delinquent and home had lien. SLS stated they paid a year of property tax. I called and emailed treasurer department. Staff informed me
they never would contact a mortgage company, as " How would they know who to contact, and your taxes were already paid. '' All years property taxes were paid by me. Documentation to be submitted.

SLS message center states all inquiries will be answered within 24 hours. Nope.

SLS attempts to thwart consumers and government agencies.

SLS transaction subfolder prevents consumers from accessing all transactions, permitting search for 12 month period only. 
As of XX/XX/XXXX, SLS has stonewalled me on their message center, to my many documented, and logged requests for forbearance beginning XX/XX/XXXX. 

SLS/XXXX employees are no better than convicted financial criminals, for which the Racketeer Influenced and Corrupt Organizations Act ( RICO ) was written, False Claims Act ( based on subsidiaries of XXXX federal funds and deposits into US Banks ), and the 940.18 USC Mail fraud Act. ( 1 ) the defendant must have been engaged in a scheme to defraud ; ( 2 ) the scheme must have involved material misstatements or omissions ; ( 3 ) the scheme resulted, or would have resulted upon completion, in the loss of money, property, or honest services ; ( 4 ) the defendant must have used of U.S. mail in furtherance of scheme to defraud ; and ( 5 ) the defendant used or caused the use of U.S.mail. 

Due to my proof of statements for hard evidence documentation, SLSXXXX  CEO/ all upper management, and employees should be charged with crimes against American consumers. 

XXXX XXXX XXXX 's Letter sent to XXXX XXXX XXXX Interim Chief Executive Officer and President of XXXX XXXX XXXX XXXX, dated XX/XX/XXXX. 

An excerpt of this letter : " This new report suggests that rather that truly committing itself too vital reforms, XXXX XXXX is still scamming customers, charging them fees on accounts they thought were closed. This greed has boosted the company 's bottom line, but left customers with lasting negative effects. " SLS on webpage shifts information around, does not leave transparent subfolders on their webpage. Blocks access to their website ( documented under development tools, " access denied. " ).

On SLS message center, customer service reps state " we are unable to provide loan documents to you on line. '' We can only send via fax or US Mail.

Despite no less than 20 requests by me on SLS webpage message center to keep messages sequential and continue information forward, they totally ignore.

SLS webpage cuts off documents during printing of document into pdf. I converted to word, snapshot doc and converted to actual .pdf.

SLS send phantom " do not reply to this email as it is unattended. '' When I located XXXX emails ensuring they were cc. When attempt to upload documents to SLS webpage error message stated " exceeds limit '', via phantom email no reply, however shortly after that message email received from XXXX stating upload of documents was successful. 

Mid term elections are fast approaching. Hope both Democrats and Republicans listen to the voters.

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