Consumer complaint received 2022-10-04
Company: Specialized Loan Servicing Holdings LLC
State: MN
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I suffered a loss in income due to COVID-19. I asked for and received a COVID forbearance on my mortgage. PRIOR to the end of the 18th month I requested that the 18 months past due payments be moved to the end of my mortgage per CARES act protection. I notified them by phone, in writing and via online email/message on the secure portal account that this is what I desired. Specialized Loan Servicing ( SLS ) just kept acting like I had not made this request. I started documenting including printing off written requests and keeping logs of most of the calls made. One example is On XX/XX/2022 at XXXXXXXX XXXX XXXX with XXXX this request was made verbally. We started a complaint at XXXX XXXX in order to get some help since we felt that SLS was not acting in good faith. XXXX XXXX claimed they contacted SLS and that we were OVER 18 months past due. I emailed all documentation/ mortgage statements to XXXX XXXX showing that we were not over 18 months past due. I have never heard from XXXX XXXX again. I have a case number and agent name if needed and all supporting documentation. 

After XX/XX/XXXX, the SLS verbiage changed and they started stating I had to make a payment in order to " qualify '' for the payments to be moved to the end of the mortgage as a balloon payment. Finally, several days prior to the end of XXXX I made this payment out of fear of losing my home. I had to literally fight, to get them to take a payment. The whole phone call was the most unpleasant experience I have ever had in my 79 years with a customer service agent. 

Starting at the beginning of XXXX we notified SLS that we were working with the North Carolina Homeowners Assistance Fund ( NCHAF. ) This was done verbally, in writing, on online portal and via XXXX XXXX. Despite over 5 months of trying to work with Specialized Loan Servicing ( SLS ) and them being listed as a participating mortgage lender, NCHAF has not been able to get SLS to verify the debt and allow time for payment from NCHAF so that they can be paid to bring our escrow shortage to a lower amount and to help with past due payments since the end of our 18 months forbearance. ( We have supporting documentation showing where NCHAF has been reaching out repetitively to SLS if needed. ) I also have where SLS is listed as a participating mortgage servicer. 

I am elderly and feel that I am being taken advantage of/predatory lending practices are occurring by SLS, XXXX XXXX and XXXX even NCHAF. I have 99 % equity in this home which has been in my family for over 200 years. I am in fear that we will be placed into foreclosure unfairly. We have over {$29000.00} in funds with NCHAF that could stop this process if only SLS would work with NCHAF in order to get it done.

I am hoping this does not require me to get my attorney involved. I can send documentation if requested by CFPB but due to the fact I am in fear of needing to seek legal action, I am not attaching all documentation for automatic sending to SLS. Specialized Loan Servicing has already stopped sending monthly statements and other documentation to us.

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