Consumer complaint received 2020-10-20
Company: Specialized Loan Servicing Holdings LLC
State: MD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I own a XXXX XXXX, a XXXX, and have been negatively impacted - drastically - by COVID - like many XXXX XXXX. As a result I sought relief from my mortgage servicer, Specialized Loan Servicing.  Initially I was denied outright any relief in XX/XX/2020. As conditions worsened, I was able to get a forbearance for 3 months while seeking a modification. I went back and forth for weeks that turned into months, giving them tax documents, letters, P & L statements, bank statements, every single document they asked for. I received letters in the mail every day requesting the same documents over and over again, claiming documents were not signed, documents were not dated, claiming tax returns were not signed or did not contain the PIN number - these are items that are impossible. A tax return can not be filed without a signature or PIN. Why are these documents sufficient for the IRS but not my loan servicer? It was absurd. I would print documents directly from my XXXX program giving Profit & Loss information from requested time frames, only to have SLS claim that the dates were missing. I can not possibly run a report in XXXX without putting in a date range. then SLS would claim there was no company mentioned, or my signature was missing, or a date was missing. They did not care at all about the actual information that was in the documents - income, expenses, etc. It was absurd. One of the last things they claimed was missing was my Hardship Letter, and then claimed it did not even mention COVID. I would have nothing to write about if it didn't mention COVID. Then suddenly the Hardship Letter was found and it was sufficient. In the documents they sent me detailing those documents they received that were valid and those that were invalid, they actually had documents that were listed under both valid and invalid. All I ever requested was to delay the mortgage payment for as many months as I could and modify the loan so that when my payments resume, they are the same, and the mortgage is just pushed out for the number of forbearance months. Ultimately I have been in forbearance for 7 months. Now with 1 month to go, they have denied a modification and are telling me either I owe all of my back payments which total more than {$7000.00}, or I must foreclose or short sell. I want to do none of those. I have no idea why I was denied a modification. I have not asked for a smaller payment than my previous payment. I never have. Every time I have spoken with someone I have been met with belligerent reps. I would like to resume my payments in XXXX at the same amount or about the same amount - I can not afford a jump in payment. And I would like to have my loan modified to extend 7 months longer. I don't know why this is such an unacceptable modification. Because I can not get a straight answer and reasonable modification from them, I am seeking your help. I can pay my mortgage and have taken all the necessary steps during this pandemic and they are forcing me into foreclosure.

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