Consumer complaint received 2020-09-05
Company: Specialized Loan Servicing Holdings LLC
State: CA
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Struggling to pay mortgage

Complaint:
DUE TO COVID, WE ARE NOT ABLE TO MAKE OUR PAYMENTS OR SETTLE WITH SLS, as we have previously tried to. BUT NOW THEY THREATEN US WITH FORECLOSURE.

When the economy and real estate market crashed in XXXX, we lost our jobs and savings and investments.

After 5 years of continuous fight, we got a modification on the first. We could not afford any payment on the SECOND ( equity line ) and beg for forgiveness from XXXX XXXX XXXX, but we were informed that they no longer service this loan. Apparently, they sold it to Specialized Loan servicing ( after getting the bailout money from the government ). 
For 12 years I have tried to communicate with SLS to get an affordable payment plan or forgiveness or a reasonable settlement. But their DEMANDS were beyond my capability. NOW they doubled the original principal loan balance. 
SLS customer resolution, Miss XXXX is the appointed agent for my second mortgage. 
Since XXXX my health deteriorates tremendously due to stress. I have developed a severe health condition call XXXX, due to intense stress trying to get modifications with the first and second for the past 12 years. Now, every time Miss XXXX calls me, my XXXX rate goes up to XXXX to XXXX bpm as she speaks to in a very unprofessional manner, she threatens and harasses me continuously. I repeatedly ask to talk to her manager, Mr XXXX, but she says, he Is not available to speak at the moment but will leave him a message. BUT HE NEVER CALLS ME Whenever I called in, I spoke to whoever answers the phone. I have spoken to Mr. XXXX and Miss XXXX who were very professional and treated me fairly. But Miss XXXX continues to call me and leave messages for me to call her, even after repeatedly in previously recorded conversations, asked her to not call me and requested all corresponding in writing, due to my health conditions. But I believe these recorded conversations are edited by their company or was never recorded. 
On XX/XX/XXXX, I called and spoke to one agent about the settlement ; she said that they refused my offer and that they will only accept XXXX. This was beyond my capability and I would like to apply for a modification after the expiration of the settlement. 
XX/XX/XXXX I called to get an update status and to request a loan modification, unfortunately, XXXX answered the phone, and again she started to THREATEN AND harass me. ( She says to me, you have not made any payments in 12 years and we are going to foreclose on your house. There is already foreclosure on the account ; I said that I  was told I can apply for a modification. ( She says that my loan is not qualified for any modification. The only option is to pay the balance or foreclosure ), as she refused to acknowledge THE HOLD ON ALL FORECLOSURES IN CALIFORNIA AND MISS XXXX CONTINUES TO THREATEN ME WITH HER HARRASSING PHONE CALLS ON XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX.

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