Consumer complaint received 2021-07-30
Company: Specialized Loan Servicing Holdings LLC
State: VA
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
In XXXX of XXXX we received a letter from XXXX XXXX XXXX Home Mortgage that our XXXX XXXX XXXX had been transferred to Specialized Loan Serving. On XX/XX/XXXX I received a letter from Specialized Loan Serving that our mortgage was transferred to them and that no other terms of our note and mortgage would be changed. This is where our nightmare begins. We had a forbearance on our mortgage at the time due to the fact I had lost my job in XXXX of XXXX ( XXXX ) we were to start making payments 3 months later, in that 3 month period my husband XXXX lost his job due to medical issues, and XXXX XXXX XXXX extended the forbearance for another 3 months and our payments were to start on XX/XX/XXXX and the missed payments were to be put on the back end of our loan. I started calling Specialized loans in XXXX of XXXX to make sure we were all on the same page, their response to me was that they didn't have all the documents from XXXX XXXX XXXX and too call back next week. I continued to call every week from XXXX of XXXX to the end of XX/XX/XXXX, I would receive the same response that they didn't have all the documents. I called XXXX XXXX XXXX in XX/XX/XXXX and they informed me that all the documents had been sent too Specialized loans ( phone call is recorded ). In XXXX of XXXX XXXX and myself had assumed the loan due to the death of Mrs. XXXX XXXX XXXX. In XXXX when the original loan was done with XXXX XXXX XXXX XXXX and XXXX were both on the Deed of Trust and Note. This loan has been in XXXX 's name since that date. Specialized loan stated that they never received the documents from XXXX & XXXX In XXXX of XXXX I faxed Specialized loan the Loan Modification Agreement along with the death certificate for XXXX XXXX XXXX. Specialized Loan continued to block myself and XXXX from our mortgage account and would not discuss the account with us until the end of XX/XX/XXXX. At the end of XX/XX/XXXX when they finally acknowledged us I requested a hardship package because they said they never received one from XXXX & XXXX I was told they couldn't send me one ( phone call recorded ) I asked what I was suppose to do and Specialized Loan informed me that there was nothing I could do since they were foreclosing on my property. We immediately made arrangements to meet with a lawyer and that appointment was sent for XXXX of XXXX. We had a meeting with the attorney and he instructed us to send in a payment, we sent a payment in XXXX of XXXX in the amount of XXXX ( I do have a photo copy of the check along with the certified mailing to Specialized Loans. ) We received a letter dated XX/XX/XXXX returning the check and stating that they are unable to accept funds for less than amount due and that certified funds are required. We contacted the attorney and he instructed us to go thru a certified HUD Counsel. The certified HUD counsel was thru XXXX XXXX XXXX. Shortly after Covid 19 hit and everything was shutdown. We received 2 calls from Specialized Loans in XXXX of XXXX putting our loan in forbearance ( both phone calls are recorded ). In XXXX of XXXX XXXX XXXX XXXX submitted all of our paperwork to Specialized Loan. In XXXX they closed our file stating that they didn't receive all the documents. Also in XXXX of XXXX we received a letter stating that all documents had been received, so which one was it you closed the file or received the documents???? We had a meeting with the HUD Counselor and she made the decision to resubmit the documents.. We received a letter dated XXXX of XXXX that we were approved and that our first payment of XXXX was due XXXX of XXXX. We were under a trial period for loan modification and we continued to be harassed by Specialized Loan Serving demanding full payment ( phone call recorded ). We made all of trial payments on time and by a letter dated XX/XX/XXXX we were notified that we were eligible for a Mortgage Relief Option. We received the letter and immediately called our attorney for review the problem was that we couldn't see him until after the XX/XX/XXXX deadline. When I called Specialized Loan about it I was told it had to be returned by XX/XX/XXXX or it would be voided. We never had a attorney review the documents. We made trial payments in XXXX, XXXX and XX/XX/XXXX in the amount of {$1700.00}. In that time frame Specialized Loan Services has charged us {$270.00} in late fees. In XXXX of XXXX with our first payment under the Loan Modification Agreement we were charged XXXX in late fees. From XXXX of XXXX until present date of XX/XX/XXXX we have been charged over {$30.00}, XXXX and I want to know for what?????? I have called and asked for answers the last call being placed today XX/XX/XXXX and was told you need to put it in writing are you serious you have charged us this amount and you don't know why. In XXXX of XXXX they waived fees totally $! XXXX they were never posted to my mortgage, where is it at. I have paid since XX/XX/XXXX thru today I have paid {$18.00}, XXXX where did it go????? I want answers and to know where our money has gone, we asked for a lower interest rate it went from 4 to 3.2, they changed our payment for escrow and it increased from XXXX to XXXX we are almost back to the original payment amount. I want a lower interest rate and affordable payment. They will not work with us or answer any questions to the charges. We were ready to start our payments in XX/XX/XXXX like our previous agreement with XXXX XXXX XXXX and from XXXX to XX/XX/XXXX we were blocked from account or trying to work out any payment for the mortgage and if title work and attorneys fees that we were charged they would have seen my husbands name was on this mortgage and they had no business blocking him. Their intentions were to steal our property. I want answers, thank you for your time and any recordings that you may want please feel free to request them I have everyone of them recorded.

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