Consumer complaint received 2019-09-09
Company: Specialized Loan Servicing Holdings LLC
State: NY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
XX/XX/XXXX WE DID A MODIFICATION BACK IN XX/XX/XXXX AND THEY SAID THEY NEVER RECIEVED THE 3RD PAYMENT WHICH THEY DID BECAUSE I SENT A COPY OF THE XXXX XXXX RECIEPT! ANYWAY YOU HELPED US BY CLEARING THIS UP WITH OUR LENDER AND FINALY GOT THE MODIFICATION APPROVED IN XX/XX/XXXX -WE RECEIVED THE DOCUMENTS AND TOLD TO HAVE A NOTARY TO SIGN AND SEND BACK BY XX/XX/XXXX WE DID! I CALLED A WEEK LATER TO SEE IF THEY GOT THE MODIFICATION PAPERS BACK AND I WAS TOLD BY LOSS MIDIGATION DEPT THAT THEY WERE DENIED DUE TO THE ERROR BY THE NOTARY IT WASNT SIGNED RIGHT! SO THE MAN WAS NICE ENOUGH TO EMAIL US ANOTHER SET AND MY HUSBAND BROUGHT THE DOCUMENTS TO THE BANK AGAIN AND HAD THEM SIGNED AGAIN AND OVERNIGHTED THEM BACK TO LENDER! OUR FIRST PAYMENT WAS DUE ON XX/XX/XXXX BUT THEY SAID WE HAD TO THE END OF THE MONTH TO MAKE IT! BUT WHEN OUR LENDER SAID THAT THEY WERE DENIED DUE TO THE NOTARY 'S MISTAKE THEY SAID DONT MAKE THAT XX/XX/XXXX PAYMENT UNTIL WE SEE IF THE PROCESSING TEAM IS GOING TO EXCEPT THIS BECAUSE NOW IT WAS XX/XX/XXXX!!!! THEN XX/XX/XXXX CAME AND WE STILL DIDNT HAVE A ANSWER OUR POINT OF CONTACT FINALLY REACHED OUT TO ME AND SAID YES IT WAS BEING SENT OVER TO BE FINALIZED BUT WE NEED THE XX/XX/XXXX AND XX/XX/XXXX PAYMENT - SO WE JUST TOOK THE XXXX THAT WE HAD AND HAD TO PUT IT IN OUR ONLY CAR A TRANSMISSION! I SENT OVER PROOF TO OUR LENDER MY HUSBAND IS RETIRED AND IM XXXX I TOLD OUR POINT OF CONTACT XXXX ( I THINK THATS HOW YOU SPELL HER NAME ) THAT WE CANT DUE THE PAYMENTS UNTIL XX/XX/XXXX SHE SAID LETS GET THIS MODIFICATION DONE FIRST THEN I WILL TALK TO MY MANAGER ABOUT THE XX/XX/XXXX AND XX/XX/XXXX PAYMENTS! NOW LAST WEEK I ASKED TO SPEAK TO A SUPERVISOR ( XXXX ) WHO TOLD US THAT THE PROCESSING DEPT WANTS XX/XX/XXXX AND XX/XX/XXXX PAYMENTS BY XX/XX/XXXX I WAS LIKE WHAT?? NO XXXX SAID SHE WAS GOING TO SPEAK TO HER MANAGER TO SEE WHAT WE CAN DO PLUS WE DONT GET PAID AGAIN UNTIL XX/XX/XXXX XXXX THE SUPERVISOR SAID I WILL PUT THAT EMAIL RIGHT IN AND EXPLAIN WHEN YOU CAN MAKE THE TWO PAYMENTS! WILL TODAY MY HUSBAND HAD TO SIGN ANOTHER MODIFICATION DOCUMENT PLUS GET IT NOTARIZED AGAIN AND XXXX IT BACK TO OUR LENDER!!!! I JUST GOT OFF THE PHONE WITH A DIFFERENT SUPERVISOR AND WAS TOLD NOW THAT THEY WANY XX/XX/XXXX XX/XX/XXXX & XX/XX/XXXX PAYMENT OR THEY WONT GIVE US THE MODIFICATION! I WAS LIKE NO THATS NOT LEGAL WE WERE ALREADY APPROVED AND THE NOTARY XXXX THINGS UP THEN OUR LENDER TOLD US THAT IT WAS DENIED HOLD OFF ON MAKING XX/XX/XXXX PAYMENT UNTIL WE SEE IF THE PROCESSING TEAM WILL RE APPROVE IT BECAUSE IF WE SENT THE PAYMENT IN WE WERE TOLD IT WOULD GO TOWARDS ANY LATE FEES AND OUR ESCROW WHICH WE WOULD BE WASTING THAT PAYMENT!!! SO NOW WE WANT TO FILE A COMPLAINT AND WE NEED YOUR HELP TO KEEP THIS MODIFICATION THAT WAS JUST SIGNED TODAY AND WE WILL MAKE THE XX/XX/XXXX AND XX/XX/XXXX PAYMENT ON XX/XX/XXXX! PLEASE HELP AGAIN! ALSO WE WERE TOLD BY THE SUPERVISOR THAT JUST CALLED THAT SHE WILL EMAIL US A NEW LOAN MODIFICATION APPLICATION TO DUE ALL OVER AGAIN BUT SHE CANT GUARENTEE THAT WE WILL GET APPROVED FOR ANOTHER MODIFICATION SO WE WILL LOOSE OUR HOME AND WE BEEN HERE FOR 26 YEARS!!!! WE GOT APPROVED FOR THE MODIFICATION ALREADY BUT SINCE WE CANT MAKE 3 PAYMENTS BY XX/XX/XXXX THERE GOING TO CLOSE IT OUT! THATS ILLEAGAL PLEASE HELP! WE CAN MAKE THE 2PAYMENTS ON XX/XX/XXXX AND XX/XX/XXXX WILL BE PAID WITH XX/XX/XXXX THEY NEED TO GET REPORTED! THANK YOU XXXX XXXX XXXX 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