Consumer complaint received 2015-09-04
Company: Specialized Loan Servicing Holdings LLC
State: AL
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure

Complaint:
In XXXX of 2015, I applied for a loan modification with my current mortgage holder for my permanent residence. I received paperwork stating I was granted a trial modification in the amount {$770.00}. It stated that if I were to make XXXX consecutive payments of {$770.00}, my loan would then be reevaluated and a permanent modification offer would be made. I made XXXX consecutive payments in the amount of {$770.00} in XXXX 2015, XXXX 2015, and XXXX 2015. Around XX/XX/XXXX, I still had not received any information via mail or email telling me if I was approved or turned down for a permanent loan modification. That day I called in and spoke with a gentleman and asked if he could tell me whether my loan modification had been approved or denied. He informed me that my loan modification was still pending review and a decision had not yet been made. He told me to call back next week for an update. On XXXX XXXX, 2015, I received an email containing documents that stated on XXXX XXXX, 2015 I notified SLS that I chose not to accept their offer. Therefore, my loan modification was denied. That day, I called in and spoke with my Customer Service Reprentative by the name of XXXX and I told her that I never received any paperwork from SLS offering me any type of permanent loan modification. She proceeded to tell me that per her notes, the documents were delivered to my home on XXXX XXXX, 2015 by XXXX and left on the front porch. I told her again that I did not get the documents and asked her what could be done. She said she would have to email the underwriting department to see if they could reopen my case and resend the paperwork or if I would have to reapply. She also said that per her notes, she did see where I had called in back in XX/XX/XXXX and was told that my case was still pending. She said that information was incorrect and that my permanent loan modification offer had already been mailed out prior to that phone call. The customer service representative was just mistaken. I then asked her how SLS could make me a permanent loan modification offer in XXXX of 2015 when I had only made XXXX of the XXXX trial period payments that were mandatory in order to get approved for a permanent offer. My last trial payment was in XXXX of 2015. She then proceeded to say that maybe they had enough funds in the account after my XXXX trial payment to go ahead and make a decision on my loan in XX/XX/XXXX. Then she said that she had just received a reply back from the underwriter saying that offer was no longer available and that I would have to reapply if I was still interested in a loan modification. I then asked her if she could send me a copy of the offer that was made she said she would have the documents resent to my home. As of today XXXX/XXXX/2015, I have not received a copy of the original offer the customer service representative said she would have sent out to me again. I did however receive a letter stating that I could write a letter and ask for a XXXX independent review of modification denial. In addition to this letter made to my attention was a second letter that belongs to another SLS customer. In this letter SLS is requesting specific documentation to complete their loan modification. The letter includes the customer 's name, loan number, and home address. This could very well be the reason why I did not receive my original paperwork. Maybe my documents were mailed to another SLS customer by mistake just as these were. I did not contact SLS and inform them of this horrific mistake made by their company. I faxed in the request for a XXXX independent review on XXXX/XXXX/2015. Please look into this matter further on my behalf.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation