Consumer complaint received 2021-11-04
Company: Specialized Loan Servicing Holdings LLC
State: CA
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Struggling to pay mortgage

Complaint:
XX/XX/XXXX, Dear Sir and/or Madam, I am writing to you in order to file a complaint against Specialized Loan Services regarding my mortgage. I am an XXXX XXXX child who lost both parents prior to XXXX. I have a XXXX with my XXXX XXXX due to a previous XXXX. I have no other family, and I am on my own. I live in the home where I was born and raised which I inherited from my Father when he, the only surviving parent at the time, passed away on XX/XX/XXXX. The home is adapted to my XXXX. I have neighbors who have stepped up, and assist me as best they can in the absence of my family. There is a first mortgage on the home with a XXXX XXXX XXXX XXXX XXXX XXXX There is a second or Home Equity Line of Credit on the property with XXXX XXXX XXXX. I live in XXXX XXXX, Ca. On XX/XX/XXXX, the state of California underwent a mandatory shut-down due to the XXXX Pandemic. This become official at midnight, on XX/XX/XXXX. As a result, my work was impacted and closed for many months. I applied for a XXXX forbearance with the first mortgage. That forbearance ended after XXXX months on XX/XX/XXXX. The first mortgage is now actively engaged in working with me on a loan modification to bring the account current, and apply the amount in arears to the back of the loan. My employment resumed on XX/XX/XXXX, and I am able to afford both my first and second mortgage payments, again. In XX/XX/XXXX, I also applied for a XXXX Forbearance with the second, Heloc mortgage with XXXX XXXX XXXX. I was in constant contact with them. I asked numerous times what the next steps would be post XXXX Forbearance. Would I be able to apply for a Loan Modification once it had ended? The representatives on the telephone told me every time : " Yes, you will be eligible for a Loan Modification or a Deferment, and the forbearance payments will be put to the back of the loan. '' My XXXX Forbearance ended on XX/XX/XXXX. I was sent papers telling me that my options for further assistance included Loan Modification and/or DefermenXXXX. I filled out the papers and faxed them to Specialized Loan Servicing by the due date indicating that I wished to apply for a Loan Modification and or Deferment. I called Specialized Loan Services to see if they had received my Application for further Assistance. They said that they had received it in time as per the date given on the application, and that everything was in order. I asked if I was " safe '' from further acceleration of the forclosure process now that my Hardship packet was on file. They said, " Yes. '' I was supposed to receive a letter of confirmation within XXXX business days. I did not receive such a letter. I got on the telephone, and inquired about the status of my application. I was told that the package had been withdrawn, but they could not give me a reason. I got on the phone with my Hud XXXX, and he got on the phone with Specialized Loan Services and myself. Again, there was no one to answer the question concerning why the package was withdrawn, and there was no supervisor available to answer the question either. However, the representative concluded that although, I was told in writing that my application needed to be received by XX/XX/XXXX, that it really needed to be received by the date on the letter which was earlier in XXXX. Further, although they accept applications by fax, they could not accept mine, because I have a XXXX XXXX XXXX phone/fax which will only send XXXX page at a time. They said that they could not manually collect the pages so I would have to start over, and email everything. I do not have that technology. I had to take everything to XXXX XXXX XXXX, and email with them. This cost me {$30.00}. A hardship, because I was not working. I called XXXX, ( Specialized Loan Services ) the next day. They said that pages were missing in the email. I went back to XXXX, and spent another XXXX dollars to have them email the documents behind the counter. I called XXXX the next day. This time they said that the package was complete. XXXX days later, I received a letter from XXXX telling me that I did not qualify for a Loan Modification or a Deferment, and the only option being offered was a short sale. My Hud XXXX was flabbergasted. We got on the phone with SLS. Again, we could not get an answer from a representative as to why this action was being taken. We could not speak to a XXXX. The general consensus was this action was taken, because I did not provide current paystubs, because I had not yet returned to work. The ones that I submitted with my hardship application were dated pre-pandemic XX/XX/XXXX, because that was the last time I worked prior to the pandemic. I explained this in the hardship letter that accompanied my packet, and gave a clear explanation and the date that my work would be resuming. I was told that if I wished to accept the short sale that I would have to notify them by XX/XX/XXXX. I said that I wished to appeal. I was given until XX/XX/XXXX to submit a letter of appeal, and my current paystubs. I was preparing to gather all the information for the appeal this weekend, and submit it early next week. Well in advance of the XX/XX/XXXX deadline. I received an automated telephone message from XXXX this morning telling me to call them immediately. I assumed that it was to verify that my appeal would be in their hands by XX/XX/XXXX. I got on the phone with a representative around XXXX a.m. this morning, XX/XX/XXXX. As I suspected, I was told that I had not complied and notified them of my decision concerning the short sale by XX/XX/XXXX. I explained that my Hud Advisor, and I had spoken to a representative several weeks back when I received the letter telling me that XXXX was not offering me further options for post XXXX Loan Modification or Derferment only a short sale which I declined. Further, that I wished to appeal, and was told in writing that I had until XX/XX/XXXX to respond. The Hud XXXX and I had explained all of this to the representative that we spoke with earlier in XX/XX/XXXX. I explained this in detail to the representative I was speaking with this morning. I asked her to, please check the notes as I am sure that everything concerning the account would be noted in the records. At this point, the representative ( with whom I was speakin this morning XX/XX/XXXX ) told me that I could appeal the decision, but that it would do me no good. She said that XXXX likes to work with its customers to find resolutions, but that the Investor made the decision that the only offer on the table was to pay the amount of the arears from the XXXX Forbearance in full : {$9400.00} or a short sale. This was a firm decision. Therefore, I am filing a complaint against XXXX XXXX XXXX for not living up to the terms of the agreement that I was given verbally time and time, again when I entered into the XXXXForbearance when I was told that Loan Modification and or Deferment would be an available option post XXXX Forbearance. I Wish to Keep My Home! I was born and raised here, and it is the only home that I have ever known. I am a single female with no family. I have a XXXX, and I am located conveniently near my physicians and hospital where I undergo routine medical care, XXXX and treatment. I have the love, help and support of my community here, and from people and neighbors who I have known my entire life. Through no fault of my own, my employment was affected by the XXXX Pandemic. I am now back at work, and able to afford both my mortgage payments. Therefore, I wish to be given an affordable post XXXX Forbearance payment option by XXXX XXXX XXXX in keeping with the protocols established by the Cares Act and the XXXX XXXX XXXX, respectively. I wish to be considered for a Loan Modification and/or Deferment that will put the XXXX Forbearance arears to the back of the loan and allow me to resume my previous payment or a lesser payment that I had prior to the pandemic Thank you very much for considering my complaint. I appreciate your XXXX attention to this matter. Since time is of the essence, I look forward to hearing from you soon. Kindest regards, XXXX XXXX XXXX P.S : I do not have the technology to upload documents. However, I will forward them to you via the United States Postal Service immediately. If you can provide an email address or fax number that would speed things up considerably. My email address is : XXXX Thank you very much! Again, XXXX regards, XXXX XXXX XXXX

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