Consumer complaint received 2022-03-10
Company: Specialized Loan Servicing Holdings LLC
State: MN
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Our home loan that was started with XXXX was sold to XXXX  XXXX XXXX, and then in XXXX, to Specialized Loan Servicing. I was trying to make payments to XXXX  and by the time I found out we had been bought by SLS we were several payments behind. My initial conversation with them led to a back on track plan, where a series of payments were set up to be processed on a specific date each month. SLS would process the payments several days after the scheduled date, and then charge late fees. When I would call they would say that everything was fine, set up payments, and it seemed like I never got a complete payment applied due to fees from the previous month and my funds were constantly in a >suspense account '' I would call and ask if I had approximately 3/4 of a payment in suspense and sent 1 and 1/2 payments in, then I should be current again? They would say yes but the same thing happened repeatedly. We continued to fall behind until we were in default, facing foreclosure and were given a modification. After the three trial payments were made, the whole cycle started repeating. In the spring and summer of XXXX I started looking up exactly how much was due and sent it through XXXXXXXX XXXX XXXX to ensure it was on time, but the next month I would still be behind, with money in " suspense '' and more fees. I continued to try to catch up and then in XXXX of XXXX I did not see any funds applied for XX/XX/XXXX. I called SLS and was told they never received an XXXX payment, to which I replied I had looked up the exact amount and sent it through XXXX, and that I was looking at the receipt. I took a phone picture of it and emailed it to the associate while I was on the phone, and was told it would be taken care of. SLS would not accept another payment and for 2 months kept saying they had not gotten the XXXX payment, and I faxed, and e-mailed the receipt several times. In early XXXX, we got a letter saying we were in foreclosure. After several conversations, we we again offered a modification. The first two trial payments, due in XXXX and XXXX of XXXX through XXXX XXXX only, were made in a timely manner. When I went to XXXX, which was the only XXXX available due to the Covid shutdown, my debit card would not swipe. I t turned out it had been corrupted and would not work in registered in ATMs or registers, but the numbers could be entered manually. XXXX refused to accommodate my request for them do do this, and the debit card is from a non local bank, issued by my employer. I tried to go online to XXXX XXXX, and over the phone to make the payment, but could not get the process completed because it had been cancelled in the store. I called SLS, and explained the situation and pleaded with them to allow my an exception and either make a direct payment to them from the card over the phone or online, or allow me to make the payment through XXXX, but they refused to work with me and I tried, unsuccessfully, to find another way to send the XXXX XXXX payment. When I called SLS a few days later, they said I had failed my trial period and was back in default, but then suggested I request forebearance, which I did. We had a number of Covid related income hardships, and I requested two extensions, which were granted. A month after the second extension, I got a call saying we were in foreclosure, although the extension should have covered at least three months. I called the CFPB and was referred to a housing counselor. In my internet search for a solution I ran across several pages of class action lawsuits against SLS, for many violations of lending practices, including the things that had happened to me. The housing counselor I contacted said that SLS had gotten millions in government funds to help their consumers, and that they had sat on the money and only a small percentage of those funds had gone to consumers. I worked with this company for a few months and got behind on the payment due to income loss. Before I could get back on track with them, the company closed due to covid staffing issues, and our home burnt to the ground on XX/XX/XXXX. As there is no structure most housing programs can not work with me, and the issue now is that the payoff amount is about XXXX higher than the original loan amount. My insurance agent has held payment to SLS, because he questioned their actions. I have tried to talk to SLS and work out a reasonable payoff, tried to discuss all of the fees, and the XXXX plus that is still in " suspense ''. I have requested, in writing, copies of the note as well as the loan history, and have not received anything other than two modification packets. Every person I talk to tells me something different, and a conversation with a supervisor can only take place by an agent requesting a call back from said supervisor, which can be anywhere from 24 hours to a week, and if you miss it they don't call back and you have to start over. I have read online that SLS only makes money from all the fees and fines they place on accounts, and then from illegal foreclosures, etc. From my experience and what I have read, I believe they are at the very least conducting themselves in an unethical manner, but more probably, continuing to act illegally. There are some other issues that are intertwined in this situation, but this is already a long account of the situation, and those details don't affect the core issues I have with this company.

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