Consumer complaint received 2022-03-13
Company: Specialized Loan Servicing Holdings LLC
State: VA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I believe my mortgage servicer, Specialized Loan Servicing ( SLS ), mishandled my mortgage documents and failed to provide correct information regarding loss mitigation. I applied for loss mitigation on XX/XX/22, and was told in previous phone calls that SLS wouldn't report my mortgage as delinquent while I am in the review process. I received notification in early XXXX that SLS reported my mortgage as delinquent, and when I called SLS on XX/XX/22 I was told my application was incomplete, and that's why my application wasn't reviewed. I received no notification that my application was incomplete. 

I submitted my application again on XX/XX/22 and SLS began review my application on XX/XX/22. Because I didn't receive notification about the XX/XX/22 application, SLS disengaged my previous application and referred me to their foreclosure department. I called SLS again on XX/XX/22, and SLS said that my XX/XX/22 application was not considered incomplete, and they don't have record that they considered my application incomplete. SLS stated that my previous application, submitted in late XXXX, was pending a final decision, so they didn't review my XX/XX/22 application ; I was not informed that my XX/XX/22 couldn't be considered, nor did SLS notify me of any actions I would need to take so my XX/XX/22 application would be considered. 

With my previous loss mitigation applications, I was not given specific reasons for why I was denied home retention options, only general reasons such as " can't make a repayment plan within guidelines '' or " make sufficient net income to pay the amount owed in full ''. When I called on XX/XX/22, I was told that my debt-to-income ration was too high ; I was never given this information with my previous application, even after numerous calls. 

On XX/XX/22, I called and SLS said I can moved to foreclosure while under loss mitigation review. XXXX also said they had been reviewing my XX/XX/22 application, and stopped reviewing on XX/XX/22. In previous phone calls, SLS said my XX/XX/22 was not under review ; further, they said that because I didn't have an applications under review, I was referred to their foreclosure department. However, SLS was reviewing my application and referred me to foreclosure while I was under review for loss mitigation. 

SLS has said I can't make partial payments because I've been referred to foreclosure. If this is true, SLS committed dual tracking by referring me to foreclosure while I was under review for loss mitigation. If SLS didn't commit dual tracking, then I have been under loss mitigation review and not referred to foreclosure, and should be allowed to make partial payments to the amount owed. 

I can qualify for up to {$30000.00} from the Virginia Mortgage Relief Program, but the amount owed must be less than {$30000.00}. If SLS will allow me to make a partial payment, I can pay up to {$10000.00}, and Virginia Mortgage Relief Program will pay the remaining balance, bringing the mortgage to term. I have a job and stable income, so I can make regular monthly payments after bringing the loan to term.

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