Consumer complaint received 2019-05-21
Company: Specialized Loan Servicing Holdings LLC
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I would like to explore the feasibility of holding my mortgage servicer accountable for what I deem a deliberate and prejudicial attempt to delay or deny myself and others from mortgage assistance opportunities, with the express interest to foreclose upon our homes. 

OVERVIEW I have lived in my home for 20 years. Due to loss of income and hardship I have been behind on my mortgage payments for quite some time, and have been working with an attorney to delay foreclosure until such time as I could reasonably get back on my feet and apply for a loan modification. 


I began the application process for a loan modification review in XXXX of this year and after countless submissions of paperwork and requested documents, Specialized Loan Servicing has exhibited a pattern of conduct that lead me to believe they are deliberately stalling my application for mortgage assistance, or at minimum become negligent in the duties to serve the consumer. 


PATTERN OF ACTIVITIES They have rejected documents multiple times claiming they were not legible despite all of them being emailed as high resolution pdf files and / or digital photos. 

They have claimed erroneously that some documents were not signed even though they were. 

They have claimed to have not received some documents while receiving others, from the same email correspondence to them. 

They have neglected to return a single phone call despite requesting call back from my point of contact and multiple times. 

They have hung up on me as I requested clarification as to why they are making erroneous claims about documents. 

They have cited irrelevant details about documents as a basis for rejecting them, such as expiration date of driver 's license not being legible among many others. 

They have agreed on the phone to have received all documentation on multiple occasion only to then tell me a week later that they have a list of things still outstanding, things that I had already submitted. 

They have delayed my loan modification application process to where original documents have now expired and the entire process needs to start over. 

While it may seem like I am a disgruntled consumer, My experience despite going back and forth with them on the phone countless times, is they they have no intention of servicing my request for mortgage assistance, and have only sent me on a wild goose chase of document submission and resubmission, only to drag it out as long as they can to foreclosure trial. 


OUTCOME I believe in my experience with Specialized Loan Servicing that they have given me the run around on purpose. I believe that a secondary hypothesis is that they are highly negligent. The consumer is being harmed adversely as I am about to lose my home, and possibly their negligence or run around is being done to push me to a foreclosure trial with no intent to try and help with mortgage programs supposedly made available to us. 

My outcome is to hold Specialized Loan Servicing accountable to their negligence and actions.

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