Consumer complaint received 2018-01-10
Company: Specialized Loan Servicing Holdings LLC
State: VA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Regarding Specialized Loan Servicing, LLC ( SLS ). 

First, some background on our situation. We fell behind on our Mortgage payments due to a medical hardship. My wife is getting XXXX treatment for XXXX ( her second XXXX in 2 years ),  and three XXXX over the last 4 years. We got to the point that we were five months behind on our mortgage payments, so we applied for a mortgage re-modification due to this medical hardship & were denied. 

We began saving money so that we could pay off the amount due, and as we did, we decided that we should start sending payments in as we collected. We made a payment equal to XXXX months mortgage in late XX/XX/XXXX, however SLS did not deposit the check. 

On XX/XX/XXXX, we called SLS to ask why the previous check was not deposited, and to get our total amount due, as we had saved enough money to get our loan payments caught up. Talked to XXXX ( # XXXX ) who told us that the mortgage had gone into foreclosure on XX/XX/XXXX. However, we had received NO notification of this via mail, or any other contact. Transferred to XXXX, wrong dept., transferred to XXXX, who transferred us to XXXX ... He told us that they are required to give us a 30 day notice ( which they did not ), and that we could request a 30 day extension, giving us time to get our payments caught up, and to send that request to XXXX, and call back in 2 days for the total amount due and payment arrangements. We did just that, AND, requested a return email confirmation ... that confirmation never came. 

On XX/XX/XXXX, called back back 2 days later as requested, first spoke with XXXX, who transferred us to customer resolution department. XXXX with XXXX, who put us on hold again, then transferred us to XXXX. XXXX said that they received email, but did not have a quote ready for us ... Asked us to call back on Monday, XX/XX/XXXX. 

On XX/XX/XXXX, called back as requested. Spoke with XXXX ( # XXXX ), put us on hold, then transferred us to customer resolution department. Told us the new target date for them to get amount to bring our mortgage current was XX/XX/XXXX. They also told us that there would be foreclosure fees due, but they would not become payable until the end of the loan. 

On XX/XX/XXXX, we called back as requested. Spoke with XXXX ( # XXXX ). She transferred us to customer resolution. Spoke with XXXX, who transferred us to customer assistance, where we spoke with XXXX. XXXX told us that nothing could be found in the system regarding our requests. He asked to to AGAIN, to email the request for 30 day extension ( which we did ), and call back on XX/XX/XXXX. 

On XX/XX/XXXX, we called back as requested to ask for our reinstatement quote. Spoke with XXXX, who told us there was nothing in their system showing anything was uploaded to customer resolution. Transferred us to XXXX, who put us on hold, before transferring us to XXXX. She said she would escalate it to management, and that we would hear back in 2-3 hours. Never heard back. 

On XX/XX/XXXX, we called back, once again, hoping to get our reinstatement quote. Spoke with XXXX, who put us on hold before transferring the call to XXXX in customer service. We were then transferred to XXXX in the recovery department. XXXX then transferred us to XXXX, who told us that our request for reinstatement was now outdated. He did give us the amount due on our mortgage ( XXXX ), but told us that there was more due because of the fees the law firm handling the foreclosure would be charging us. We were told the fees should be inexpensive, because there was no foreclosure date set. He told us they were likely just a couple hundred dollars, but could be higher. We asked where we could get the total amount, and he asked us to call XXXX XXXX XXXX for the total. 

Same day, XX/XX/XXXX, we called XXXX XXXX XXXX. They told us that a quote would be in in 3-4 days and that it would be in an email from either XXXX XXXX or XXXX XXXX .... NEVER received email. 

On XX/XX/XXXX, called SLS to let them know we never received a quote from them, or XXXX XXXX XXXX. XXXX told us that they never received a quote from XXXX XXXX XXXX & that he would escalate our case to management, and that we would hear back by email no later that XXXX pm .... Never received email. 

On XX/XX/XXXX called SLS. Spoke with XXXX AGAIN. He told us we would receive the quote TODAY .... Never received. 

On XX/XX/XXXX called XXXX XXXX XXXX. XXXX with XXXX, who told us he would file a complaint & forward it to management & supervisor. 

On XX/XX/XXXX called XXXX XXXX XXXX. XXXX with XXXX. Gave her all the information from past calls. XXXX filed another complaint. 

In addition, last week, we received a letter from our insurance company, telling us they were cancelling our policy on XX/XX/XXXX, since we no longer have vested interest in our home. 

We are now on the phone with SLS again ... We believe they are intentionally delaying the process so we just give up, and they can foreclose on our house. We are at our wits end, but are not about to give up this fight, as we try to save our house during this difficult time. Not only would we like to get this resolved, we think it 's important that SLS is investigated. We need the CFPB 's help in resolving this matter. We are also concerned that even if/when this is resolved, SLS will not " flag '' the foreclosure & will go forward with the foreclosure anyways ... they are truly that inept. Should we hire a lawyer? I 'm sure we are not the only ones going through this with SLS, and it 's heartbreaking to think people are losing their homes due to SLS 's ineptitude and intentional delays. Please advise.

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