Consumer complaint received 2022-09-08
Company: Specialized Loan Servicing Holdings LLC
State: GA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
On XX/XX/XXXX I submitted an application for a load modification due to unemployment during the Pandemic. I was unable to pay for almost a year and accrued, to date a total amount due of {$14000.00}. The loan was originally with XXXX XXXX. During the Pandemic my loan was transferred to Specialized Loan Servicing ( SLS ). This is where the trouble started. 

My children and I have lived in the property since my parents purchased it in XXXX. Upon their death the home was willed to me and I assumed the home as successor in interest during the Probate process and listed as such with XXXX XXXX. 

I received a package of documents from SLS early XXXX and by that time I was already behind on payments for the first time ever because of COVID-19. For whatever reason, SLS couldn't locate any of the Successor in Interest documents, or any documents for that matter other than the actual loan itself. I explained who I was when I called but I was not given any information and requested to submit the documents that would show me as Successor. This process took months to complete. I would send the documents several times as they never seemed to have received any of them. I spoke to over 10 customer service representatives who all had different or no information for me. The most unsettling is that they would call and ask for my deceased parents, no matter how many times I asked them not to. I have never seen this level of unprofessionalism and uncaring. 
My first Loan Modification Request application was sent XX/XX/XXXX along with all of the other requested documents verifying hardship due to the Pandemic. I complied with all requests every time I was asked to send a document I complied. The company would never ask for everything that was required. I would be told they have everything needed to make a determination on the modification, and then I would be called again asking for the same documents over and over. I ended up paying for overnight packages and faxes containing my parents death certificates, income documents etc. several times. It would take another several months ( XX/XX/XXXX ) before I finally got to an acceptance for the Modification. 
I was finally asked to pay 3 " good faith '' payments dated for XXXX XXXX XX/XX/XXXX for {$480.00} each, which I did. Shortly after those payments were made I was told I am now denied because my father was on the original loan documents and they need his signature. I had informed them several times over that my father died prior to this denial. His name was removed as a debtor with XXXX XXXX since XXXX and my mother 's name remained until her death in XXXX. This was established with all lawful entities involved. 
Due to the nature in which I was being treated up to this point I was getting fearful that SLS was not being forthcoming. I made 3 more payments and was told not to make anymore because it will not apply to current months. I requested the aid of my older sibling who was the Executor of our mother 's estate. I felt uneasy and did not trust that SLS was doing the right thing. They would never ask me for all the documents needed or either they claimed my documents were not received several times over. It does not take almost 2 years to modify a loan that I was approved for a year prior. I conferenced called SLS with my sibling many times to figure out why this process has been so difficult for them. We both felt Specialized Loan Servicing was extending the process for the modification to a point where I would no longer qualify. We both expressed our concerns. Still I complied because this is my children 's shelter. We would be homeless with no where to go. 

I sent SLS my father 's death certificate 7 times via fax, overnight mail, email, and USPS. I would send then get a call a week later saying they didn't receive anything. On my 8th attempt, SLS verified they have my father 's death certificate. Several weeks later, I called for an update and was told over a year and a half into this process for the 1st time, that I now need a Quit Claim Deed and I will have my loan modified. I hired a lawyer and it was filed with the courts and a copy was sent to SLS. I was requested to resubmit all of the previous documents again and complete a 3rd application for the modification XX/XX/XXXX. 
I thought the process was finally over and my home would be safe. 
I received a letter from SLS in XX/XX/XXXX that the only modification I qualify for now is a Quick sale of my home. The very nightmare I hoped wasn't happening is happening. At this point I start to look into this company Specialized Loan Servicing and find their F rating and 1 star on XXXX. Hundreds of families with the same story as mine. Some lost their home and are homeless, some had to hire lawyers and are still fighting. I feel so taken advantage of and swindled. All I ever asked was for my arrears to be placed on the end of my loan so I can resume current payments. I am a humble hard working mother of 3 and I don't deserve this. None of the families that SLS are doing wrong deserve this.

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