Consumer complaint received 2020-04-22
Company: Specialized Loan Servicing Holdings LLC
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
We have tried for years to get a response from our lender/servicer. Now the Corvus virus has occurred and they are trying to accelerate our loan now. It has been well over 10 years they have not helped us nor corresponded. 
Just yearly statements. We pay our insurance directly. We dispute lender placed with the insurance department that seems to be the only area functioning. We gave up begging them to take our call. They would transfer us to Bankruptcy department and then hang up. 
They refused to assist us. And they made no contact until a Covid call I answered and told the lady we had not had a call in years the same cell number. Then suddenly a letter on XX/XX/XXXX, with an acceleration letter attempting to foreclose on XX/XX/XXXX after 10 years of no contact at all post bankruptcy completion and a failed modification from a previous servicer not transferred to new servicer. We told the new servicer at the time XXXX I believe and they said to wait a week call back. We did it never was transferred. They said re do with them. 
Within 30 days a denial came on every option including a short sale or deed in lu of foreclosure. Noting was possible. We asked what to do an attorney advised us to wait for the motion to lift stay any letter bring it in. 
Nothing appeared at all. In XXXX we tried to get a reverse mortage from AAG we were supposedly short {>= $1,000,000} they said try again next year. Then on XX/XX/XXXX a modification package was completed after I called a number and asked for a call back they finally answered and did not drop call or transfer me. and talked for an hour. XX/XX/XXXX I emailed to migration department a completed packet that they would not have received yet. 
XX/XX/XXXX a letter saying we were missing documents was already sent again by them. 
This is a continued process of confusion, deception or sorts not helping in not wanting or being competent to help us modify our loan. 
Through this stressful process of not knowing my husband suffered XXXX XXXX XXXX, XXXX, and severe  XXXX and it destroyed our lives and reunited our marriage. 
My daughter grew up in this stress she has anxiety due to the uncertainty about if she will have a home to come to and seeing our family suffer. Due to loss jobs, major illness and the housing crises started by our broker, lender and they are all under investigation for the damage they caused. But we are still stuck with no on trying to help because our loan was forgotten now the COVID and they are trying to foreclose on us now after not helping when we needed them. Make these servicer do their jobs! Help struggling home owners clean up these bad faith loans. We reunited our credit trying to save the house early on now we are seniors with the value of our home inflated wit a {$51.00} a day late fees because of them not servicing the loan sooner. We took care of the property are charged with insurance on our file and we are XXXX I had and exemption and they still placed lender insurance over and over after notification. Then they paid higher taxes in our city not using our exemption rate and adjusting our payments. We tried to get those errors corrected years ago no one would address it. 
As long as we were in Bankrupcy they would do their job. 2013 we did the courts portion. The house was behind we were going to refill since the illness got worse. They never lifted stay and refused to talk to us. We sent letters no response. XXXX we completed BK and it has been sitting waiting to be helped by Harp or Hemp but not even XXXX XXXX XXXX was hardship enough to do these government programs to help home owners.

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