Consumer complaint received 2017-09-24
Company: Specialized Loan Servicing Holdings LLC
State: MA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
In XXXX I filed for divorce. My ex-husband moved out of the home and left me with the financial burden of paying the mortgage on my own. I was unable to keep up with the mortgage payments on my own, causing me to fall behind. My ex was not willing to cooperate with applying for a loan modification or provide any assistance or paperwork to help with resolving the debt. Rather than giving up, I furthered my career with the hopes that I would make enough money to resolve the arrears and debt. By XXXX I had doubled my income and decided to file a XXXX XXXX Bankruptcy which would allow me to pay back the arrears while making my regular mortgage payments every month and I could keep my home. In the fall of XXXX my ex-husband passed away. His sudden death provided me with the ability to apply for the loan modification without his approval, as I am now the only borrower on the loan. I began this process in XXXX of XXXX. Since XXXX, this company has only delayed and prolonged the process as they have with all the other complaints filed against them. It is an ongoing issue that the Attorney General, and Division of Banks continues to allow them to take advantage of the loop holes in the HAMP Program only to maximize their profits. This program gives homeowners false hope. The banks have no intention of helping the homeowners with their loans. They stonewall, delay, and prolong the process to the point where people eventually go into foreclosure or simply give up on their home. 
After countless follow ups, phone calls, and sending documents repeatedly, I was finally told that I was denied a loan modification. The reason is still unclear and changes. The letter I finally received after demanding it multiple times, only stated that they were unable to create an affordable payment plan equal to 31 % of my gross income without changing the terms of my loan. The customer service representatives are unqualified and unable to assist with anything regarding your loan other than accepting payments. When asking for a supervisor they advise me that a representative will call back in 2 business days. They fail to return calls and the representative is also unable to adequately answer questions or provide information that is accurate. My most recent conversation with this representative was over a month ago where I was told my application was denied because they felt I do not make enough money to qualify me for the loan modification, and that I would need to make 20 % more. I find this discriminatory since I now make more money than my ex-husband and I did combined when we were approved the loan in XXXX. Between the mortgage payments and the bankruptcy payments, I pay {$3900.00} per month toward a loan with a principle balance of $ XXXX. To state that a loan modification is not affordable is doubtful and an inept excuse for declination. This leads me to believe that the person reviewing my information is unqualified and can not adequately review loan modification applications. I 'm sure there are excessive fees involved too, but they will not provide me with a statement. As a result of that response I took it upon myself to provide the company with the excel matrix provided by the FDIC to show them that I do in fact qualify. Other factors considered in my declination is the home value used in the decision. Per the HAMP Guidelines, the property valuation being used can not be over 60 days old. I was informed by the representative that the value being used was actually over 6 months old. The company has also repeatedly asked for documents they already have on file. Requested information from me that is not required for my loan modification approval, such as my ex 's will that does not exist. Advising me that the LTV was a part of the reason for my denial, although the guidelines state that there is no minimum or maximum LTV Ratio for eligibility purposes. All I am asking for is for the bank to modify the loan so the arrears can be reallocated, and I will have one mortgage payment a month without having to pay an extra {$1900.00} per month to the Bankruptcy Trustee which is not feasible. I clearly make enough money to pay the mortgage on my own, but they are purposely forcing me into foreclosure. I My personal life, career and mental health have also been affected by this unjust and prejudiced process. I am now pleading for help in resolving my case.

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