Consumer complaint received 2021-02-11
Company: Specialized Loan Servicing Holdings LLC
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Today 's date - XX/XX/XXXX. 
XX/XX/XXXX, we applied for forbearance with SLS. 
- Both husband and I are in the hotel industry. He is a high level exec who lost a great deal of salary and 100 % of bonus. I own a small business in the hotel industry and lost all our tradeshows due to covid. 
- SLS granted forbearance from XX/XX/XXXX - XX/XX/XXXX. 
- We applied for a loan modification in XX/XX/XXXX, we were watching to see what the virus would do to the industry, ie., if we would recover enough not to need additional assistance. 
- The application was sent via XXXX XXXX, in a 3 ring, hard bound notebook, with dividers making sure we covered every detail, every document requested. 
- We received COUNTLESS requests to sign documents by hand and resend. Date documents by hand and resend, or resend docs they said we didn't send ( but did ), or other things that started to feel like a stall tactic. 
- I was constantly assured everything was ok. Even told many times they had everything they needed and we would receive a letter stating they have everything and we were being reviewed for assistance. That document never came. 
- I sent more than 3 documents, 3 times, using their portal to upload. I named each document including the account number, and to this date, they still show we have outstanding documents. 
- I spent close to an hour with one customer service man who went through the docs I sent and found each one or them ... and said he sent them to the person reviewing the docs, i.e., the person who apparently kept saying we had not sent these docs already. 
- The entire time, we asked to push the forbearance amount to the end of the loan, i.e., defer, with a balloon payment. I was told TWICE, our " investor '' allows deferments, I was told 3 times, through 3 different customer service people ( in the lost mitigation dept ), they would request a deferral ( 3 different times ) and since XXXX, I have been told once I resent the docs, I would have an answer in approx., 5 DAYS. 
- I have been told 5 TIMES, they " escalated '' our file because we had been waiting and because our forbearance is over XX/XX/XXXX ... and, " call back in 5 days '' we should have an answer. 
- Yesterday, XX/XX/XXXX, one of the customer service reps, claimed she told me " a long time ago '', we did not qualify for a deferral because we were behind on the initial XX/XX/XXXX payment! I was never told such and would not have let this go this long if I knew they were manipulating our situation the way they obviously were. 
- My assessment is this was a grotesque ploy to take advantage of us during this time, because A ) we have a good amount of equity in our house and B ) the real estate market is strong. I believe they never intended to assist us other than to help us dig a hole with forbearance. 
- Sadly, we are digging very deep into our retirement ( for a second time during Covid ), to pay the amount due, {$55000.00}, however, we are interested in knowing what legal recourse we have. 
- This company is a very bad and very dishonest company. XXXX search tells you as much. If XXXX hadn't unknowingly sold our mortgage long ago, we never would have gotten remotely close to SLS. 
- To be clear, we still do not have a decision on our mortgage assistance application from 5 months ago. 
- Even yesterday, they said they will escalate it again, and we are not " late '' until 30 days after XX/XX/XXXX. Which to me means, the big bad wolf is leading us to dinner. 
- When I asked ... '' who is to say you don't then tell us you're calling the entire loan in? '' Her reply was, " you could assume as much ''.

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