Consumer complaint received 2021-01-22
Company: Specialized Loan Servicing Holdings LLC
State: CA
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Struggling to pay mortgage

Complaint:
My husband and I requested a 2nd payment assistance on our equity line of credit with Specialized Loan Servicing ( SLS ) on XX/XX/XXXX because I have been unemployed since XX/XX/XXXX due to the pandemic. Our account was not a day late when I made this request, now it is 6 months past due and could face foreclosure. SLS received all required documents to process our request and I have been calling and speaking with them just about every week to get the status of my request. Each time I called they stated that my husband 's pay stubs were not acceptable because they do not show pay period start and ending dates. My husband works for the US Postal Service, all US Postal Service employee pay stubs in the entire United States of America are this way. Each time I called I had to re-explain to each representative that I spoke with the information on the pay stub. I was told at some point that they would submit the pay stub manually and that my file would be escalated, at some point I was told it would be facilitated, this went on and on from XX/XX/XXXX to XX/XX/XXXX. I have requested numerous times so speak with a supervisor but was always told they were either in a meeting or not available for whatever reason and that they would have one call me back, to this date I have not spoken with one. On XX/XX/XXXX I called SLS again, I was told file has been escalated and waiting on status, since I've heard this numerous times in the past I requested to speak with a supervisor ( again ) to confirm what was going on with my file, representative stated no supervisor was available but he would have XXXX with ID # XXXX call me back, I assumed XXXX was a supervisor. 
XXXX called me back on same day, said she would have the file " escalated for review '' and that she would have someone call me back with the status or I could call back in a few days, I asked if she was a supervisor, she said no. 
I called on XX/XX/XXXX to speak with XXXX, she was not available so I left a message for her to call me back, that day ended without hearing back from her. 
I called today XX/XX/XXXX to speak with XXXX but she was not available at the time, the representative I spoke with offered to help, she said my file was " disengaged '' ( I was told this numerous times in the past but was also told file was in " review '' status ), she also said there was no pending review for modification, I left a message for XXXX to call me back. XX/XX/XXXX - XXXX called me back - said file has been escalated to a supervisor and she mentioned pay stub issue again, she also said that supervisor forwarded request to their processing team, she also mentioned that payment assistance application forms and pay stubs expired and mentioned that I could re-apply, told her what good would that do me since my husband 's pay stubs from the US Postal Service are still not showing pay period start and ending dates, said she could not answer this question and that she would have her supervisor XXXX call me back, day ended without a call back from XXXX. 
BOTTOM LINE - they could not help me with my payment assistance request because of the pay stub not showing pay period starting and ending dates. I am sure they have many other customers that work for the US Postal Service making the same request. 
It is a very UNFAIR PRACTICE that they could use my husband 's pay stubs when they made our loan and got us into debt with them but they could not use them for our payment assistance request. US Postal Employee pay stubs are legal and acceptable forms of income verification with all lenders in this country. PLEASE HELP!

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