Consumer complaint received 2020-12-05
Company: Specialized Loan Servicing Holdings LLC
State: NC
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
There are two parts to this complaint ; Part 1 for a internet problem, that will tie in Part 2 for Home Affordable Modification Program ( HAMP ) Pay for performance. 
It appears to me that SLS may have violated federal law concerning the following complaints, If not more.

( 1 ) Federal law requires the servicer to investigate your disputes and make any corrections within 60 business days. 
( 2 ) In violation of the terms in the mortgage ( 3 ) The new servicer must honor the terms and conditions of your original mortgage agreement, with the exception of those directly related to servicing the loan. 
Part 1 is regarding my access to my SLS internet account, and as to the complete and utter fiasco of a simple problem, which was due to SLS problems and in no way with any problems or any fault of my own. This has taken my valuable time, undue stress, mental anguish, frustration, and has taken my peace away through this ordeal, in addition to the Corona virus. 
On many occasions when speaking to SLS reps, I indicated to them that in a good faith effort I was trying to resolve these matters without filing a complaint with the Consumer Financial Protection Bureau but to no avail. Additionally, when I had spoken to a SLS rep. for escalation I asked them to have a supervisor or someone to call me or email me with a follow up, No one called or emailed me at that time. 
Keep in mind, that the SLS internet problem alone, had taken 20-30 or more phone calls from me, and about 15 Hours of call time. 
I had internet access to my SLS account and made payments and reviews on my Mortgage account. However, somewhere on or about XX/XX/XXXX when I accessed my account and went thru the login procedure, a screen came up stating that my account was not viewable and showed in large letters Bankruptcy, my access was blocked. I failed to keep a copy of that date But, I am providing a copy of what it looked like in XXXX XXXX See EXHIBIT A. 



Page 1 After getting locked out of my SLS internet account, when I tried to call SLS my calls were ALLWAYS directed to XXXX XXXX XXXX ( XXXX ) which SLS uses. Each time I had spoken to XXXX XXXX XXXX I had asked them to verify that my account, they stated each and every time I had called it was OK and not in bankruptcy, they said it looks like SLS had failed to check something on or off on their side. I had to go thru the wait time on hold, for them to answer then, going thru their verification process then, asking to be transferred to SLS and go thru the wait time on hold, then verification and a lengthy auto recorded message and holding for a rep to answer. I stated to them what XXXX told me but they did not know what to do about it. 
By being locked out of my account, I could not use the internet or make a onetime payment, by using my cell phone on several attempts. I put in all the information which was required from my cell, got to the end and it stated that the transaction was not allowed. Therefore, I must call them to make a payment, and here I go again with being routed to XXXX and all of the hold times, as stated above with the call process. 
Keep in mind that the SLS internet problem alone, had taken 20-30 or more phone calls from me, probably 12 Hours or more on the phone. 
After getting nowhere with SLS reps. who kept telling me It was showing up with them as bankruptcy, and or my account was escalated and it in review, I made another call and asked to speak to SLS internet Services. I explained what was going on with my account being locked out. The rep tried to help me, but he could not get anything done on his end and that I would have to contact a SLS customer service rep. I asked to speak to his supervisor and he said hold on while I get XXXX. After a brief hold, he came back and told me his supervisor looked at my account and stated his supervisor found the problem, it was in no way my fault it was a SLS problem and that a box needed to be unchecked or checked at this time I do not remember if he stated checked or unchecked. He told me that the problem should be resolved within XXXX hours. I waited for 3 days ; the problem was not corrected, waited another 2 days problem not resolved, waited for a week problem not resolved. 
After complete frustration and anguish, Very early one morning around XXXX I called SLS again. 
I told the rep what was going on, he stated that my job is to get this corrected ; I will take time to completely review your account, which he did. 
Page2 He informed me that he had found SLS errors in my account and took his time to correct them all, some things were not where they should be and others were missing where they should be. Said I was good to go now. 
I waited for 3 days and logged into SLS, went thru my verification to gain access to my information, but still got account not viewable Bankruptcy. 
Shortly after that, I received a document from SLS Dated 7XX/XX/XXXX which in part stated : According to our records, the above-referenced account is delinquent. SLS is encouraging you to contact us to discuss possible loss mitigation options. 
See EXHIBIT B I had NEVER BEEN LATE. 
ON XX/XX/XXXX XXXX I called SLS back and was told to disregard the letter. Which I did. 
I called SLS again, and went thru the process with XXXX, then SLS and finally reached a SLS rep. I was told again, that my account was still under review. During that call I asked for a supervisor, and was placed on hold. The rep came back on to tell me that supervisor was unavailable and I asked to have the supervisor to call me or email me, and if I did not answer to leave ne a message. Again, no call, no message or email. 
After several more calls to SLS again, when I tried to call SLS my calls were ALLWAYS directed to XXXX XXXX XXXX ( XXXX ), I had to go thru the wait time on hold, for them to answer then, going thru their verification process then, asking to be transferred to SLS and go thru the wait time on hold, then verification and a lengthy auto recorded message and holding for a rep to answer. Again each time, I stated to them what XXXX said, it looks like SLS had failed to check something on or off on their side, but the reps told me my account was under review and that was all that they knew. 
I called the Homeowners HOPE Hotline which assists with access to free HUD certified counseling services. They gave me a number for a HUD counseling firm. However, I told them I just had one simple question to ask I was told I would have to give them all of my personal information including my SS Number etc, before they could help me. It was almost like they wanted me to refinance a home or something, I hung up. 
Page 3 I recalled HOPE and asked to have my request escalated ; they gave me a number for an escalation firm named XXXX XXXX which has HUD-Certified Housing Counselors. 
On or about XX/XX/XXXX I contacted XXXX XXXX and spoke to XXXX, a female counselor, which was very good with her help and knowledge and I explained my SLS internet problem and all of the trouble and phone calls that I made to SLS which, they could not get corrected. She suggested a three way call to SLS. 
On or about XX/XX/XXXX We contacted SLS and of course again, got directed to XXXX XXXX XXXX ( XXXX ) WE had to go thru the wait time on hold, for them to answer then, going thru their verification process then, asking to be transferred to SLS and go thru the wait time on hold, then verification and a lengthy auto recorded message. Finally, after I agreed with them to let XXXX to be able join the conversation. We explained to the SLS rep about the problem. She reviewed my account and told me it was OK, and that I would have to talk to an SLS customer service rep. I interrupted and stated that : XXXX said, it looks like SLS had failed to check something on or off on their side. After a short time, she came back and told us, yes, I found our problem and I corrected it. 
So, almost at the onset of the internet problem XXXX said, it looks like SLS had failed to check something on or off on their side, which was true, so all of the calls and aggregation etc, which this entailed should have been a simple fix, which it was. Shortly after this episode I got my SLS internet account back to use. However, my phone calls still got redirected to XXXX after the fact. 
START PART 2 Home Affordable Modification Program ( HAMP ) Pay for performance. 

While we were still on the 3 way call on or about XX/XX/XXXX I asked the SLS rep about my HAMP Pay for performance. 
Specifically asking her to look at my account and see if she could find any credits or principal reductions due to my pay for performance. XXXX borrowers incentive ) It should show up to $ XXXX year for the first 5 years and a {$5000.00} Onetime payment at the end of year six. 

After a while, she came back on the phone and stated that she did not find anything. Then she stated that the HAMP Modification had ended, so that would not apply any longer. I then knew I was talking to the wrong person due to the lack of her knowledge. I explained the HAMP Program, and asked her to pull up my file and see the letters that SLS had sent me. 
She went on about the amounts I had informed her about etc. she got confused. 

Page 4 Finally, she said that she could not do anything else and this would have to be escalated and HUD contacted. I asked her to make a note and have a supervisor or someone to call me, or email me and, if I did not answer to leave me a voice mail, since, I screen my incoming calls. 

I Explained to her, that this was another good faith effort on my part to resolve this problem and, that I would be expecting a call or email or, I would be forced to file a complaint with the Consumer Financial Protection Bureau and or the Office of Thrift Supervision and or the Special Inspector General Troubled Asset Relief Program. 

I waited for several days and, NO Call, Email or Messages. 

On or about XX/XX/XXXX In a attempt to get an update as to the status of my so called escalation, I contacted SLS about 1 time a week and had to go thru the lengthy process of verification with XXXX and SLS. l was told that there were no new updates that it was in a pending status. 

ON or about XX/XX/XXXX Since, I was getting nowhere ; I started reaching out to other departments at SLS rather than customer service. I called SLS and asked for Loss Mitigation Dept. I explained to the rep what was going on and she told me she would go thru my account etc. and send it up to higher management, and I would get a call from a supervisor. Again, I Explained to her, that this was another good faith effort on my part to resolve this problem and, that I would be expecting a call or email or, I would be forced to file a complaint with the Consumer Financial Protection Bureau and or the Office of Thrift Supervision and or the Special Inspector General Troubled Asset Relief Program. NO Call back Email or Message. 

On or about XX/XX/XXXX I called back the Loss Mitigation Dept. The rep looked and could not find anything regarding me or my problem. I then asked for a supervisor and after some time on hold I was told that the supervisor was too busy. 

On or about XX/XX/XXXX I called back the Loss Mitigation Dept. and spoke to teller ID # XXXX very knowable and understood about HAMP. This rep told me the rep to which I spoke to on the XXXX DID escalate and sent an email to her supervisor, and that she or her supervisor would call me. 
NO one called or left a message or emailed me. 

On or about XX/XX/XXXX I called back the Loss Mitigation Dept. and spoke to a rep she did not know much about HAMP, but, said she would escalate, and someone would call me. NO CALL, message, or email. 

Page 5 I asked her to make a note and that this is another good faith effort on my part to resolve this issue I am having with my HAMP pay for performance incentive. 
On or about XX/XX/XXXX XXXX XXXX EST Called SLS again as always, Calls rerouted got directed to XXXX XXXX XXXX ( NBS ) WE had to go thru the wait time on hold, for them to answer then, going thru their verification process then, asking to be transferred to SLS and go thru the wait time on hold, then verification and a lengthy auto recorded message. Finally, the rep was doing some checking for me, after 1 Hour and 27 minutes call was disconnected. I recalled call it went to XXXX message stated : CLOSED, and call was disconnected, not by me. I could not find business hours of service anywhere. I could not just go and call SLS due to my calls getting redirected. 
On or about XX/XX/XXXX XXXX XXXX EST Called SLS again as always, Calls rerouted got directed to XXXX XXXX  XXXX ( XXXX ) etc. call disconnected. Not by me. 
On or about XX/XX/XXXX XXXX XXXX EST I called back Called SLS again as always, etc. and asked for the Loss Mitigation Dept. was put on hold for a while, then their phone system switched to an automated system and stated : Press 1 for an agent to call you back or press 2 to schedule a call back then it disconnected all by its self. 
ADDITIONAL INFORMATATION : ( 1 ) On one of the many phone calls I made, I had asked a rep for the phone number for SLS Customer Complaint Phone Number. Her response was : You can not reach them by phone. The complaint has to go thru SLSs escalation system personnel. 
( 2 ) Sometime on or about XXXX I received an email from SLS asking me about my recent experience satisfaction survey in the form of a rating and comment program. I filled it out. 

Page 6 ( 3 ) I received a phone call from SLS customer complaint person. I gave him details, short form version, and told him that the principal balance along with the interest that was charged had to be recalculated, since I was paying it in full each month without the incentives being applied, additionally shorting the length of years on the loan. ; He told me all I had to do was to write SLS a letter and state on it Notice in error an mail it to : SLS XXXX XXXX XXXX XXXX XXXX XXXX. 
I decline, to do so. 
I had given SLS, many opportunities, in a good faith effort to resolve the foregoing matters. 
I am a man of my word when I had stated that unless I had received satisfaction I would file a formal complaint with the Consumer Financial Protection Bureau, which I have done. 
I could not imagine getting myself alone into the SLS process of making corrections and suffer the same or worse scenario that I went thru with the above PART 1 and PART 2.

PAGE 7

Company response to consumer: Closed with explanation