Consumer complaint received 2019-07-16
Company: Specialized Loan Servicing Holdings LLC
State: NC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
On XX/XX/XXXX our mortgage was transferred to Specialized Loan Servicing. On XX/XX/XXXX we entered in to a loan modification with paperwork and first payment due by XX/XX/XXXX. On XX/XX/XXXX I spoke with XXXX to confirm our intent to accept the modification and the correct paperwork needed on file. The paperwork and check were sent via XXXX on XX/XX/XXXX - received and signed for on XX/XX/XXXX by XXXX  '. On XX/XX/XXXX, I called and spoke with XXXX who said that the paperwork and check were received and would take a few days to post. Unfortunately my father passed away on XX/XX/XXXX and I did not circle back with SLS right away. 

The XX/XX/XXXX payment was sent directly from XXXX XXXX XXXX XXXX XXXX ( XXXX ) on XX/XX/XXXX. On XX/XX/XXXX XXXX called to check on the status of the uncashed checks at which time I called SLS to check. I was transferred to a voicemail and not called back. As a result, I sent a letter via fax ( confirmed delivery ) to address this situation. I still had not heard back on XX/XX/XXXX so I included the letter and a Qualified Written Letter Request ( QWLR ) in with the XX/XX/XXXX payment and sent them via XXXX ( signed for by " XXXX '' ). I called again to follow up on XX/XX/XXXX ( XXXX ), XXXX  ( XXXX ) and XXXX ( XXXX ) - only to be sent to voicemail with no return call. On XX/XX/XXXX, a home inspector came to make sure the location was occupied and gave me a note to call SLS. I called again on XX/XX/XXXX and was told by XXXX that my file was showing paperwork received but that I had to send the QWLR to a different address. On XX/XX/XXXX I received paperwork from the court for a foreclosure hearing. XX/XX/XXXX payment was sent on XX/XX/XXXX via XXXX ( due to my traveling ). On XX/XX/XXXX I spoke with XXXX at XXXX XXXX XXXX ( SLS ' attorneys ) regarding the situation - I got the address for their dispute letter. On XX/XX/XXXX I sent the QWLR to XXXX XXXX XXXX and a second one ( to the XXXX address ) for SLS - ( XXXX XXXX XXXX sent over the documents requested from them - forms that were missing during our original meeting in XX/XX/XXXX - via XXXX on XX/XX/XXXX, but as of XX/XX/XXXX I have yet to receive anything from SLS ). On XX/XX/XXXX at the foreclosure hearing the court continued the matter and the Clerk of Court suggested that I look into breach of contract or fraudulent practices for SLS after trying to contact them again to renew the modification. The XX/XX/XXXXpayment was sent on XX/XX/XXXX and the XX/XX/XXXXpayment on XX/XX/XXXX from XXXX as I was once again traveling. I have called SLS and  spoken to several customer services representatives on XXXX XXXX ( XXXX ), XX/XX/XXXX ( XXXX ), XX/XX/XXXX ( XXXX ) & XX/XX/XXXX ( XXXX ) and XX/XX/XXXX ( XXXX ) - who all sent me to escalation to leave a voicemail with no call back. 

On XX/XX/XXXX I finally got through to XXXX who tried to inform me of two letters supposedly sent - one about the wrong address for the QWLR in XX/XX/XXXXand one about additional forms needed in XX/XX/XXXX. I know for a fact that neither letter was ever sent because I have a XXXX XXXX with XXXX XXXX so every item ( except catalogs ) are scanned visually - I have only received one communication from SLS since XX/XX/XXXXand it was an email that my mortgage insurance was paid on XX/XX/XXXX. Once I informed her of that information and told her that I was going to be forced to contact an attorney and the consumer complaint department she hung up on me. I tried to call back but she was with someone else and has never called me back. Later that evening another home inspector stopped by, as we chatted he told me that I was one of many who had these issues and told me to check the XXXX -- - there are nearly 500 complaints and many are identical to mine.

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