Consumer complaint received 2017-05-14
Company: Specialized Loan Servicing Holdings LLC
State: GA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
My name is  XXXX   XXXX   XXXX  and I am a senior of  XXXX   years old, ex periencing a considerable hardship consisting of reduced income, increased expenses, after a   XXXX   XXXX   XXXX  on   XXXX   XXXX   XXXX   XXXX  , and an  extensive  XXXX    XXXX , ( none of which were covered by  XXXX   ).  After I have applied for financial assistance with  XXXX , back in  XXXX , I was told by  XXXX  that my application for financial assistance was Complete, and ready be sent to the Underwriting Department. However, instead of that happening, my Mortgage has been sold by   XXXX  to    Specialized Loan Se rvices ( SLS ). At the time of sale  (  XX/XX/XXXX   )  both,  XXXX   & SLS, agree d that my  Application for Financial A ssistance ( since it has been deemed Complete ), should continue to be processed by SLS, as such. However, after about a few months, in whi ch SLS asked  me to submit many documents ( I have submitted abo ut 250 pages  of documentation ), multiple times ( see Case #  XXXX  ), I have had my application for financial assistance denied by SLS ; not because I have not submitted all the required documents ( which I did ), but because SLS did not have all the documents submitted by  XXXX  to SLS. Consequently I was told that  Ill have to s ubmit the entire package of documents, again, in order to re-open my application for financial assistance from the beginning, without mixing documents that I sent to  XXXX  with documents that are to be sent to SLS, exclusively. This is exactly what I did. However, I did not hear anything from  SLS  for a while, in terms of either calling me and/or, sending me any letters with a status update, as related to the status of my application for financial assistance. Consequently, I have asked  XXXX   XXXX , my assistant, to call SLS on a regular basis to find out if there is any status update and/or, if there are any additional documents required to be sent to SLS, after my file was Complete.   I/  XXXX  , have also called  XXXX   XXXX  ( PIN #  XXXX , and/or, PIN #  XXXX  ), and despite having multiple assurances that  XXXX   XXXX  will open an investigation and look into this matter, there was no follow-up from the  XXXX   XXXX  either. Moreover, during the conversation between  XXXX   XXXX   (  my assistant ) and  XXXX   XXXX   (  on   XX/XX/XXXX    ),    XXXX   XXXX  was told that he should stop calling SLS, because in calling SLS to ask them about any status updates, I/we are slowing down the Review Process. It is worth mentioning that this was happening while SLS unilaterally decided that they will NOT communicate with me at all, because of a supposedly Cease and Desist which was placed on my file ( of which I stated multiple times, both, in writing and verbally, that I have not signed any such document ). Eventua lly, SLS de nied my application, after initially approving me o n a Trail Plan t hat I was not aware of, because nobody called me  and/or   XXXX , to let us know about. Not knowing anything about it, I/we just waited, as advised by  SLS  and  XXXX   XXXX . By the time  XXXX   XXXX  calle d SLS. i n order to find about any new status update  ( s ) ,  XXXX  was told that because I have not made the First Trial Payment, under the approved Trial Payment Plan within the 30 day time-frame from the approval ( of which approval neither me, nor  XXXX , knew anything about ), my application has been once again, denied. SLS stated that the have sent a letter to my residence through regular mail. However, I did NOT receive any such letter from SLS. When I have asked    SLS if the y have any tracking number to prove that the letter has been sent, SLS stated that they send the letter through regu lar USPS. During S LSs processing of my application for financial assistance SLS has done and/or, failed to do, the following things listed below : Servicer provided conflicting information as of borrowers workout options Servicer failed to provide the borrower with accurate & relevant data, Servicer denied the Borrowers Application on false and inaccurate premises Servicer consistently failed contacting the borrower on status update  ( s  ), Servicer assigned unqualified personnel to handle the borrowers application Servicer failed to acknowledge the packages submitted, in a timely manner, Investor encouraged Servicer to misbehave by restricting Borrowers calls.    Servicer failed to inform the Borrower of an approved application/Trial Plan Servicer failed to inform the borrower that a foreclosure referral was made Servicer did not allow completion of appeal time prior to foreclosure referral

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