Consumer complaint received 2019-09-17
Company: Specialized Loan Servicing Holdings LLC
State: OK
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Hello, and thank you for your time and attention regarding the inexcusable, egregious manner in which SLS ( Specialized Loan Services, LLC ) has treated my family. 

My parents have had this home for 22 years now. For decades, there were no payments missed. We are blessed that we only owe approximately $ XXXX {$11000.00} to have it paid off in full. However, SLS Services has done everything in their power to make this milestone very difficult, if not impossible. Not only was their terrible customer service/inability to work with us a financial hindrance, but it also has compounded this severely difficult time in our lives. 

Since my parents are divorced, my mom was living at this house alone - doing the best she could, selflessly, to restore value to our home from the damage inflicted by a nightmare tenant. My mom agreed to terms of a " Loan Modification Agreement '' beginning at the end of XX/XX/XXXX. The terms lowered the ridiculously high $ 1200 monthly payment down to {$620.00} - a huge blessing, and wonderful news. The terms of the modification were verbally agreed upon between my mother and a Loan Modification Officer. Specifically, if we paid the agreed upon amount ( {$620.00} ) for THREE months ( XX/XX/XXXX-XX/XX/XXXX ), in effect : the {$620.00} would become our new monthly payment. 

On XX/XX/2019 ( after the first payment had been made ) my mom checked herself into the ER. She was experiencing severe confusion & disorientation, she knew that something was not right. Fast forward a few hours, and she is in a comatose state. She remained in a comatose state for approximately two months. By the XXXX of XXXX, she took her first steps earlier this month and is making significant progress. Our goal is to have her back at home by the end of XX/XX/XXXX, living life to the fullest. 

As you can XXXXmagine, these last six months have been the most trying, difficult months of my life. As a XXXX year old new college-XXXX, life came at me ( & my family ) fast and  furious. Because of my mothers illness, I was forced to step up and make the payments to satisfy the Loan Modification Agreement. Keep in mind that I had very little information regarding the mortgage payment ( other than an account # from a picture my mom sent me ). Additionally, I was unable to ask my mother any questions since she was in a coma. Despite the ridiculous medical bills and other financial hardships, I made the payments for 5 months straight. I continued to pay because to my knowledge, the terms of the agreement were now in effect. However, when I started combing through my mom 's mail in the beginning of XX/XX/XXXX, I found the statements and realized that something was wrong. The Total amount due had ballooned from approximately {$9000.00} in XX/XX/XXXX to more than {$11000.00} in XX/XX/XXXX despite the terms of the

Loan Modification Agreement. I have reached out to SLS on three separate occasions. attempting to resolve this issue. Not only have they been zero help at all, they have been rude and condescending. According to SLS, sin
ce my mother did not sign a document mailed in XX/XX/XXXX, the terms of the agreement were not finalized, and therefore was rejected ( despite the fact that all payments were made in a timely fashion per the agreement ). I explained to them that my mother was physically unable to sign the document at the time because she was in a comatose state, suffering from an autoimmune neurological attack. They scoffed at my story and said that nothing could be done to restore the original terms of the agreement. They went to great lengths to defend themselves, despite their negligence. According to them, their ace-in the hole defense was that they called my mom and my dad. Obviously, my mom was unable to answer the phone because she was in a coma. Additionally, her phone service had been discontinued by the time they called in XX/XX/XXXX. As I said earlier, since my parents are divorced - my father had zero clue about the Loan Modification Agreement. Also, the number they used to try to contact my father was a business number, where he does not accept calls that are not business related. To add insult to injury, I was told that the ( + ) {$3000.00} I paid to them over five months was in suspense - meaning that none of my payments would count towards the total amount owed. It was almost as if they took some sick pleasure in treating their customers like dirt. Each time I have attempted to resolve this matter, we have come no closer to a solution. They piggyback off inaccurate notes from disgruntled customer sales representatives, implement deceptive tactics - transferring departments tirelessly, and rehearse the same old song every time I speak with them. 

I have been hung up on twice by customer representatives at SLS. This last time was most definitely the worst. An employee named, XXXX, treated me disrespectfully ( even after hearing our story ), and became furious when I did not accept her we cant do anything rehearsed rhetoric. I am glad these calls are recorded for quality assurance. I would love if someone in power ( like yourself ) could hear the way XXXX ( and SLS in general ) treats their customers. 

Thank you for taking the time to hear my story, and I am grateful that an agency like this has the customers protection, and best interest in mind. I look forward to a timely response and getting this matter resolved in the near future. 

Sincerely, 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