Consumer complaint received 2020-04-03
Company: Specialized Loan Servicing Holdings LLC
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
XX/XX/XXXX SPECIALIZED LOAN SERVICING LLC, INC. IS FORCING US INTO FORECLOSURE DURING A WORLD WIDE PANDEMIC. WE ARE SENIORS, I AM XXXX AND THEY ARE KICKING US TO THE CURB WITH NO WHERE TO GO. PLEASE STOP THEIR HEINOUS BEHAVIOR BY APPROVING OUR FIRST TRIAL PERIOD REQUEST XX/XX/XXXX THROUGH XX/XX/XXXX FOR A LOAN MODIFICATION ON OUR ONLY HOME. 
ATTACHED ARE TWO USPS DOCUMENTS SHOWING PROOF OF DELIVERY OF THE XX/XX/XXXX CHECK PACKAGE and the XX/XX/XXXX APPEAL PACKAGE. A COPY OF THE XX/XX/XXXX PAYMENT CHECK # XXXX DRAWN ON XXXX DATED XXXX XXXX IS ALSO UPLOADED AND WAS INCLUDED IN THE APPEAL PACKAGE WE SENT TO SLS USPS PROOF OF DELIVERY XXXX  XXXX XXXX XXXX XXXX. THIS IS A REQUEST FOR AN APPEAL ; A RECONSIDERATION AND APPROVAL OF THE FIRST ORIGINAL TRIAL LOAN MODIFICATION PLAN FOR Specialized Loan Servicing LL.C Inc. We are in receipt of THE COMPANY 'S letter dated XX/XX/XXXX DENYING OUR LOAN MODIFICATION BASED ON FAILURE TO MEET THE TERMS OF THE TRIAL PERIOD XXXX, XXXX AND XX/XX/XXXX. THIS IS A FACTUAL ERROR WE'VE TRIED TO EXPLAIN TO THEM BUT THEY DONT LISTEN AND NOW WANT US TO BE IN A SHORT SALE- WE DO NOT WANT THAT. WE APPEAL AND PLEASE APPROVE OUR FIRST TRIAL PERIOD REQUEST XX/XX/XXXX THROUGH XX/XX/XXXX FOR A LOAN MODIFICATION ON OUR ONLY HOME. WE DISPUTE AND APPEAL THEIR DECISION TO DENY OUR FIRST LOAN MODIFICATION REQUEST BECAUSE WE WERE COMPLIANT WITH ALL REQUIREMENTS FOR THE TRIAL PERIOD XX/XX/XXXX, XX/XX/XXXX AND XX/XX/XXXX PAYMENTS. THE LOAN MODIFICATION SHOULD HAVE BEEN APPROVED AND NOT DENIED BECAUSE THE COMPANY FAILED TO CASH THE XX/XX/XXXX {$500.00} CHECK DRAWN ON XXXX CHECK NUMBER XXXX. THE FAILURE TO CASH THE CHECK AND NOTIFY US THAT THE CHECK WAS NOT CASHED WASTED TIME CAUSING THE TRIAL PERIOD TO ELAPSE RESULTING IN A DENIAL OF THE ORIGINAL LOAN MODIFICATION REQUEST. WE ARE READY WILLING AND ABLE TO IMMEDIATELY PROVIDE THE COMPANY WITH THE MONEY TO REPLACE THE CHECK THEY DID NOT CASH. WE WILL SEND THE MONEY IN ANY MANNER REQUESTED BE IT PERSONAL CHECK, WIRE TRANSFER, OR CERTIFIED CHECK RETURN RECEIPT REQUESTED USPS MAIL. SITUATION : According to the original forbearance terms we agreed to pay THE COMPANY {$500.00} per month for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. THE XXXX XXXX PAYMENT- made payable to Specialized Loan Servicing, LLC , Inc. dated XXXX DRAWN ON XXXX   CHECK # XXXX was sent AND DELIVERED TO THE COMPANY IN XXXX Colorado Facility USPS TRACKING NUMBER XXXX SLS RECEIVED BUT DID NOT CASH OR APPLY THE XX/XX/XXXX XXXXXXXX XXXX CHECK TO THE ACCOUNT. THEREFORE, THE LOAN MODIFICATION PLAN WAS CANCELED AND WE WERE DENIED A LOAN MODIFICATION OF OUR HOME. 
XXXX AND XX/XX/XXXX - ( Teller ID XXXX ) called us and asked for the check number for the {$500.00} XXXX payment ( XXXX ). I gave her the check number ( above ) and she said she would ask the " cashier department '' to see about the check. I asked ( Teller ID XXXX ) if she wanted the USPS tracking number to confirm receipt of the check package and she answered " NO '' on the recorded line. If she had responded YES to the question about the USPS tracking number Proof of delivery ( uploaded below ) she would have seen that the check package was delivered, and the check was either lost/misplaced/not cashed/ or someone was withholding the check. Instead, she said the forbearance period was over and we needed to resubmit new paperwork for the Loan modification. We immediately completed, signed, dated and resubmitted a second COMPLETE RMA application, which we should not have had to do. The requirement to reapply a second time for the loan modification slowed down the process ; THE TELLER NEVER CALLED BACK TO TELL US THE CHECK WAS NOT RECEIVED AND THEREFORE ONCE AGAIN IT APPEARED AS THOUGH WE DID NOT COMPLY WITH THE LOAN MODIFICATION TRIAL PERIOD REQUIREMENTS FOR XX/XX/XXXX. HAD THE TELLER NOTIFIED US ABOUT THE UNCASHED CHECK WE WOULD HAVE MADE AN IMMEDIATE {$500.00} PAYMENT TO BY WIRE TRANSFER OR CHECK. XXXX XX/XX/XXXX, Throughout XXXX and XX/XX/XXXX, we received weekly " courtesy calls from agents who told us that our case is " pending '' and no further information was needed. WE UNDERSTOOD THIS TO MEAN THAT ALL DOCUMENTS INCLUDING THE XX/XX/XXXX CHECK WERE RECEIVED BY. XX/XX/XXXX - THEN we were informed in a letter dated XXXX XXXX that our loan modification was denied due to the alleged missing XX/XX/XXXX payment. I went to the bank immediately regarding the XX/XX/XXXX check for {$500.00}. According to the banks records SLS - THE MORTGAGE COMPANY HAS NOT CASHED THE XX/XX/XXXX CHECK, NOR DID THE COMPANY INFORM US REGARDING THE TRACKING NUMBER PROOF OF DELIVERY AS I REQUESTED OF Teller ID XXXX, NOR DID THE TELLER REPORT BACK TO US REGARDING THE CHECKS STATUS AFTER SPEAKING WITH THE CASHIERS DEPARTMENT. 
CURE : WE ARE READY WILLING AND ABLE TO IMMEDIATELY PROVIDE THE COMPANY WITH {$500.00} TO REPLACE THE XX/XX/XXXX CHECK THEY DID NOT CASH. WE WILL SEND THE MONEY IN ANY MANNER REQUESTED BE IT PERSONAL CHECK, WIRE TRANSFER, OR CERTIFIED CHECK RETURN RECEIPT REQUESTED USPS MAIL. WE DISPUTE AND APPEAL Specialized Loan Servicing LL.C. 's Inc. DECISION TO DENY OUR FIRST LOAN MODIFICATION REQUEST BECAUSE WE WERE IN FACT COMPLIANT WITH THE COMPANY 'S REQUIREMENTS FOR THE TRIAL PERIOD XX/XX/XXXX, XX/XX/XXXX AND XX/XX/XXXX PAYMENTS. THE LOAN MODIFICATION SHOULD HAVE BEEN APPROVED IN XX/XX/XXXX AND NOT DENIED BECAUSE OF THEIR FAILURE TO CASH THE {$500.00} CHECK. WE APPEALED SLS 'S DENIAL OF THE LOAN MODIFICATION IN A LETTER TO THEM XX/XX/XXXX, PROOF OF DELIVERY USPS TRACKING NUMBER XXXX. ON XX/XX/XXXX - ( Teller ID XXXX ) called us BUT DID NOT PROVIDE THE LEGAL, QUALITY GREETING THAT THE CALL WAS AN ATTEMPT TO COLLECT A DEBT ON A RECORDED LINE, NOR DID SHE ASK FOR MY IDENTIFICATION. WHEN I TRIED TO ASK HER ABOUT THE APPEAL SHE HUNG UP THE PHONE ON ME. SINCE SHE IS OUR DESIGNATED POINT OF CONTACT THIS BEHAVIOR IS ILLEGAL, DOES NOT ALLOW US DUE PROCESS AND IS BIZARRE. I CALLED SLS ON XXXX and spoke with Teller XXXX. HE INFORMED ME HOW TO COMPLETE AN APPEAL AND TO SEND IT TO THE XXXX COLORADO ADDRESS ON PAGE 6 OF THE SLS DENIAL LETTER. I WROTE THE APPEAL AND SENT IT AS INSTRUCTED AND THERE IS PROOF OF DELIVERY USPS XXXX XXXX XXXX ( see uploaded document ). I CALLED SLS AND SPOKE WITH TELLER ( XXXX ) XXXX ON XXXX ASKING FOR AN UPDATE ABOUT OUR APPEAL. SHE STATED WE HAD NO RIGHT TO APPEAL THE DECISION AND THAT WAS NOT THE RIGHT ADDRESS EVEN THOUGH PAGE # 6 OF THE SLS LETTER TO US LISTS THAT ADDRESS AS THE CORRECT ADDRESS IN WHICH TO SEND AN APPEAL. I ASKED HER IF SLS DEPARTMENTS TALK WITH ONE ANOTHER AND  SHE SAID " NO ''. THIS CONTRADICTS WHAT I WAS TOLD BY TELLER " XXXX '' ON XXXX. ON XXXX I CALLED AGAIN AND SPOKE WITH XXXX  ( TELLER # XXXX ) HE TOLD ME TO CALL BACK NEXT WEEK BECAUSE THE SYSTEM WAS NOT SHOWING ANY UPDATE YET ON AN APPEAL Specialized Loan Servicing LL.C., Inc. IS THE MOST ILLEGAL COMPANY WITH THE WORST CUSTOMER SERVICE WE HAVE EVER DEALT WITH. MOST OF THE REPRESENTATIVES - NOT ALL - CONTINUALLY GIVE FALSE, CONTRADICTORY INFORMATION AND DENY BASIC DUE PROCESS TO THEIR CUSTOMERS. 
THE COMPANY IS STILL ILLEGALLY HOLDING OUR {$500.00} UNCASHED CHECK AND DENIES HAVING IT EVEN THOUGH WE HAVE PROOF IT WAS DELIVERED TO XXXX COLORADO. THEY WON'T ADMIT THEIR MISTAKE AND ARE USING THAT MISTAKE TO DENY OUR DUE PROCESS RIGHTS TO APPEAL THEIR DECISION AND DENY US A LOAN MODIFICATION FOR OUR HOME. THEY ARE FORCING US INTO FORECLOSURE DURING A WORLD WIDE PANDEMIC. WE ARE SENIORS, I AM XXXX AND THEY ARE KICKING US TO THE CURB WITH NO WHERE TO GO. PLEASE STOP THEIR HEINOUS BEHAVIOR BY APPROVING OUR FIRST TRIAL PERIOD REQUEST XX/XX/XXXX THROUGH XX/XX/XXXX FOR A LOAN MODIFICATION ON OUR ONLY HOME.

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