Consumer complaint received 2019-07-09
Company: Specialized Loan Servicing Holdings LLC
State: ID
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process

Complaint:
I am writing to file a complaint against the mortgage company ethics, laws and procedures regarding loans after bankruptcy. 

In XXXX of XXXX, I had to file a chapter XXXX. My first and second mortgage were serviced by XXXX XXXX XXXX. I agreed to retain and pay on both mortgages. 
In XXXX, I opted for a Home Retention Loan Modification through XXXX XXXX XXXX. I requested and put on the application that both mortgages be combined and put on this modification. I was told they would do that. 
It was 9 months of XXXX to go through this process, as XXXX XXXX XXXX lost paperwork I sent to them numerous times, I had to talk to numerous people and go through the issues with them every time as it never was in the 'notes ' of what I called about previously.. Every time they requested paperwork- I immediately put it together and faxed it- only to have them say they lost or never received it even though I sent it to the number they told me to with a cover sheet of all my loan information. I called them every two to three days, waited on hold for long periods of time, every time to confirm the papers I had faxed in were received and the progress of the modification. Finally in XXXX of XXXX, the modification was approved and signed. I have faithfully paid my mortgage every month since then, had I known I had a second elsewhere with a different company, I would have paid that too. XXXX  XXXX XXXX said they were combined. Why should I think otherwise .... Twice my mortgage has changed companies and BOTH times I was notified by the company who held the mortgage and the company to purchased the mortgage that I was to send payments to them- I was sent MONTHLY payment statements and payment coupons. 

In XXXX of XXXX, 4 years after my bankruptcy and 2 years after my modification- a company called XXXX , sent me a letter saying they were servicing my second mortgage- I sent them a letter back stating I didn't know who they were- ( letter A ) that XXXX XXXX XXXXXXXX gave me a home modification in XXXX and my second was under that. Never heard another word from them. I never received payment coupons or any correspondence from them- I checked my credit report and nothing was on my report, I also went down to the county courthouse to see who had a lien on my property and nothing came up-so I though it was a scam.

Four more years go by and I hear from a company SLS saying they had my second mortgage- Since I never heard again from XXXX and was sure both mortgages were under my modification- I received nothing saying that they had my loan. I again checked my credit report and at the county courthouse and nothing again came up- I wrote it off as another attempted scam. In XXXX of XXXX, now 10 years after my bankruptcy, I got a letter from SLS saying they were going to foreclose on my property due to non payment. My attorney had me check my credit report and go down the the courthouse - again nothing. My attorneys assistant found something in her search on the internet, however, the lien holder was XXXX XXXX XXXX NOT SLS. My attorney sent a letter on XX/XX/XXXX requesting documentation ( letter B ) - SLS sent me a letter stating they got the letter and would send the requested documentation, I got that paperwork XX/XX/XXXX. 
In the meantime, I got another letter from SLS that my retention person was XXXX I called her on XX/XX/XXXX and told her this story- she told me I needed to pay what was in arrears by XX/XX/XXXX or short sale my house those were my only two options. She refused to work with me. I requested the documentation that they had this loan as well as the total balance in arrears including late fees, interest etc, as well as the total pay off amount. I still have not received these financial documents and it has been 3 weeks since I requested it. XXXX said when SLS took over the loan, there was a certified letter that was sent to my house in XXXX of XXXX- no signature required- so somehow, that proved I got this letter. I live on a XXXX XXXX and get the neighbors mail all the time- I protested I never got that letter. It wasn't until XXXX, SLS started sending me correspondence via mail, with no instruction as to what I was supposed to do with it. If someone owed you XXXX, wouldn't you make sure they signed verification of receiving the documents? I never got a transfer letter from XXXX  XXXX XXXX, XXXX or SLS on my 2nd mortgage- but I got every single transfer letter from the companies holding my first mortgage. I find that quite odd. When XXXX XXXX XXXX sold my modified 1st mortgage to XXXX I got that letter of notification. Never got a notification about XXXX XXXX XXXX selling my second to anyone. 

The companies that held my first mortgage had no issues getting me payment coupons or notifying me of changes in companies, however, XXXX and SLS couldn't seem to get it together over a 10 year span. I have had the same phone number for 20 years- same address since XXXX, no messages nothing, but now they expect me to pay in full on a loan they still haven't verified they hold or told me HOW much I owe. I need some serious help here as this is just wrong on so many levels. There has to be laws to protect consumers, NO customer should ever be treated this way- My bankruptcy was XXXX in XXXX and they wait 10 years, send NO payment coupons, now tell me I am in delinquent on my payments and they are going to foreclose on me? I can't pay on something I have no idea that I owe. 
As a customer, I indicated in my Bankruptcy papers I would pay my first and second mortgage. XXXX   XXXX XXXX sent me payment coupons every month and I reaffirmed my commitment by paying my first and second mortgage to XXXX XXXX XXXX after the discharge and up to the point where my modification was approved. Yet, after 10 years, I am the one who has to pay the consequences of added stress, sleepless nights and added aggravation because of the irresponsible, reckless incompetence of businesses that did not do their jobs?! I understand there are laws that companies have to follow after bankruptcies- but there is only so much that I can do - I did my part in being responsible- what are the consequences for businesses that don't do their part? Please, please help me! There are pages and pages of complaints about this company- not only in your data base- but several others. I can't make payments on a loan without a statement and monthly payment coupon! 
I have also filed my complaint with my State Attorney general and my 2 senators and I will continue to write every consumer watch agency until SLS does the right thing. I have been a small business owner for 30 years- and when people owe me money, I send them statements and payment coupons so they can pay me.

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