Consumer complaint received 2023-01-05
Company: Specialized Loan Servicing Holdings LLC
State: VA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Currently we are 4 months behind on our mortgage payments with Specialized Loan Servicing, due to loss of income during the pandemic. We receive phone calls daily from them, threatening to foreclose on our house, even though we have been working with the Virginia Mortgage Relief Program. 
All of the phone calls made by SLS start out as follows, " We are calling in regards to an important business matter ''. They do not state who they are or what they are calling in regards to. 
We reached out to SLS on XX/XX/XXXX at XXXX, to inform them of our difficulties in making a payment and asked if the late fee could at least be waived, as we could not afford to have more added to the amount. We were told by XXXX that SLS does not waive late fees and our loan type does not allow for a deferrment. Informed us that we should apply for mortgage assistance through them. 
On XX/XX/XXXX we submitted an application with Virginia Mortgage Relief Program and were approved on XX/XX/XXXX. 
I contacted SLS on XX/XX/XXXX at XXXX and spoke with XXXX XXXX XXXX ID XXXX ). I informed him of our submitted application to XXXX so that it could be notated in our records. He informed us of our options through XXXX ; pay the amount due in full, set up a payment plan, loan modification or deferment review. He mailed out a mortgage assistance application to us in case the application with XXXX was denied. 
On XX/XX/XXXX at XXXX, XXXX XXXX SLS called " regarding an important business matter ''. When I asked if she was calling from SLS, she finally stated " yes '' and then hung up the phone. I called SLS back at XXXX and spoke with XXXX XXXX XXXX ID XXXX ). I first asked if there were notes from the previous phone call, he stated that our record shows that a phone call was made, but there are no notes and no name attached to it. I informed him that on XX/XX/XXXX, we submitted the last of the documentation that XXXX had requested to complete our application and are now waiting for approval. 
I called SLS on XX/XX/XXXX at XXXX and spoke with XXXX XXXX I informed her that we received an email from XXXX stating that they will be contacting SLS directly to verify the debt owed. I asked how I could send SLS the email that we had received from XXXX, she stated that they did not need a copy of it. 
On XX/XX/XXXX XXXX sent a follow up email to SLS to remind them to respond to their request, as they still had not received anything. 
On XX/XX/XXXX at XXXX, XXXX XXXX teller ID XXXX ) from SLS called to inform us of our delinquency. Stated that the foreclosure process will start on XX/XX/XXXX, even though we have been working with the XXXX. Stated that he would email the HAF program that SLS works with to request that they respond to XXXX. Told us that we should be receiving a notice of intent to foreclose in the mail within the next week. 
I called XXXX on XX/XX/XXXX at XXXX and spoke with XXXX XXXX I informed her that SLS is threatening foreclosure and asked for a status update. Stated that there was still no response from SLS and was told to contact XXXX  if we do recieve a notice of intent to foreclose, as they will need a copy and to call again next week for an update. 
On XX/XX/XXXX at XXXX, I called XXXX and spoke with XXXX XXXX She stated that they still have not received a response from SLS and they will do everything that they can to expedite the payment process if we receive the notice of intent to foreclose. 
On XX/XX/XXXX @ XXXX, I called SLS and spoke with XXXX XXXX I informed her that XXXX  is still awaiting XXXX 's response to their request. She stated that they sent XXXX a quote of the amount owed on XX/XX/XXXX. 
On XX/XX/XXXX @ XXXX I called SLS. They informed me that the notice of intent to foreclose was mailed on XX/XX/XXXX. Our records indicate that we are working with XXXX, but the calls continue because SLS needs to know the exact amount of money they will be receiving from XXXX and the date the payment will be made. Stated that SLS has a letter from XXXX that shows that payment is in process and SLS emailed the amount owed to XXXX on XX/XX/XXXX. Stated that she would notate that our account needs to be brought current by XX/XX/XXXX so that no more phone calls will be made. I received SLS 's email address from her and at XXXX, submitted a copy of the email from XXXX  that states that the payment is being processed. 
At XXXX, I called XXXX and spoke with XXXX XXXX I informed her of our phone call with SLS and requested a status update. She stated that XXXX sent SLS an email on XX/XX/XXXX requesting their response and that there was still no record of communication of any kind from SLS. She stated that she would be contacting XXXX 's payment team for any further updates on our account. 
On XX/XX/XXXX at XXXX XXXX XXXX teller ID XXXX ) from SLS called about our delinquency. Stated that the foreclosure process can start at any point. I informed her that we have been working with XXXX and they are still waiting for a response. She stated that SLS does not respond to emails. Was told to check back by XX/XX/XXXX to see if SLS has reached out to XXXX yet. When I became agitated with her, she told me that she would be hanging up the phone, but instead asked me to end the call. Informed her that I was recording the phone call, she told me that I could not record her, she does not consent to it and disconnected the call. 
At XXXX, I called XXXX and spoke with XXXX XXXX I informed her of the phone call I just had with SLS. She stated that XXXX has been emailing SLS 's XXXX program and are still waiting for them to respond. She assured me that SLS 's XXXX program does answer emails and is aware of the process and steps that need to be taken to complete it. Stated that XXXX  can ask SLS to halt the foreclosure process if they decide to take that route, but they are limited in what they can do. 
On XX/XX/XXXX at XXXX, we received an email from SLS stating " The Verification of Mortgage requested is currently being processed with an estimated completion date of XX/XX/XXXX. Please login to the borrower portal, and select Request/Case Status from the left hand menu to check the status of your request. '' Then at XXXX we received another email stating " The Modification Subordination Requirements requested has been completed by Specialized Loan Servicing LLC and released via Mail on XX/XX/XXXX. '' Then at XXXX another email from SLS, " The Modification Subordination Requirements requested has been cancelled due to Incorrect Request Type. Please contact us at XXXX to learn more and open a new Send Correspondence if needed. '' At XXXX, I called SLS at the number listed in the last received email and spoke with Shantayvia ( teller ID XXXX ). I asked her to clarify what all of these emails from SLS meant. She stated that they were from the loan modification team, that the last customer service representative I had spoken with ( XXXX XXXX had sent the request out by mistake and that was why it was eventually cancelled. 
We have now contacted XXXX ( HUD XXXX ), to see what other options we may have to save our home.

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