Consumer complaint received 2022-01-26
Company: Specialized Loan Servicing Holdings LLC
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
The cause for my complaint is as follows : What started out as trying to work out a repayment plan for XXXX post forbearance on XX/XX/XXXX after 18 years of exceptional payment history per SLS reporting to XXXX. Has now turned into SLS never making any offer for a reasonable repayment plan. And upon my first denial for Loan Assistance given Only two options Short Sale or Deed in Lieu .Then Reporting misleading information to the credit bureaus and destroying my XXXX credit score which I maintained for many years by reporting my account 180 days late resulting in a XXXX point drop. After stringing me along for the past 4 months due to their carelessness and mishandlings of my loan assistance application,. 
I thought there were supposed to be repayment plans in place to help people coming out of forbearance get caught up and that's what I thought I was applying for. It seems that since I have a Conventional Loan and not a Federally backed loan that the Cares Act doesn't apply to my situation? I have Never been offered any type of repayment plan. Only to give the INVESTOR my home for XXXX owed?. When my forbearance ended I was behind only XXXX an amount of XXXX was due which brought my total amount due to XXXX. I had paid XXXX for XXXX The last payment I made XX/XX/XXXX was for XXXX. That payment sat in suspense till XXXX and XXXX of it still is. As a result of not being eligible for online payments till just recently. I have just been keeping my payments in my bank account and waiting for a reasonable resolution as instructed by my HUD Counselor I took the forbearance plan to protect the loan due to being diagnosed with a very serious XXXX XXXXXXXX discovered by a XXXX culture at the end of XX/XX/XXXX, shortly thereafter Covid19 and the lockdown occurred. As a result I was unable to get any in person medical treatment and I became very sick. Although I'm still sick, I'm starting to get better. I was finally able to get an appointment with an XXXX XXXXXXXX Dr. in XXXX XXXX took my Dr 's office and Insurance company working together to make this happen. XXXX XXXXXXXX Doctors were not seeing patients privately and only working in the hospital treating XXXX patients or getting sick themselves. 
Prior to my Forbearance ending I was contacted by XXXX XXXXXXXX XXXX Specialized Loan Servicing. She told me that she was handling my case and was my SPOC. She asked what happened to cause my hardship. I explained to her as I explained above not being able to get care. She said that it qualified as a XXXX Hardship. She then instructed me to write a Hardship letter which I did and submitted with my Loan Assistance Application. I immediately started working with a HUD Counselor to guide me through the process .My HUD counselor XXXX XXXX thought I could be offered a lower interest since I'm paying 6 % and extend my loan if needed so I could get back on track. Only to be told by a robo call from SLS on XXXX XXXXXXXX holiday, XX/XX/XXXX by a random person that I must have made a mistake checking XXXX hardship and that I meant I was unemployed. Even after submitting medical evidence documentation on XX/XX/XXXX. On XX/XX/XXXX I was sent a letter to say as of XX/XX/XXXX my application was complete and it could take up to 30 days. Then to be informed of the Denial dated XX/XX/XXXX that what I was sick with didn't qualify in their opinion. I received the Denial news by another robo call by a random person the Wednesday prior to XXXX weekend @ XXXXXXXX XXXX with a repeated phone call Friday @ XXXX XXXX asking what I had decided on Short Sale of Deed in Lieu? 
. I purchased my home for 160000 in XXXX I put down 48000 and financed 112000 @ 6 % As of XXXX my Outstanding Principal was XXXX which included a XXXX charge for a home Evaluation done on the Wrong Address and Owner. 
My Loan Assistance Application was then closed for non compliance during the same time I was supposed to be appealing the inaccuracies on it. I don't understand how you could Appeal a closed Application but I have never been in this kind of a situation in 26 years of home ownership. So I believed surely we could work something out to catch up the past due amount of under 2500. Especially considering my home is valued at over 300000. My HUD counselor told me that my situation should give my lender a lot of room to make something affordable for me to get back on track. 
I am XXXX and on Social Security my intention has always been to get a part time job as soon as I'm well enough to supplement my income. I have been using my emergency savings to get by since becoming sick until I was no longer able to do so. 
The first 15 years of my Mortgage were serviced by XXXX XXXX and then was turned over to SLS a little over a year before the forbearance Due to my property address never being put in the SLS system correctly caused a lot of this to happen. My mailing address was correct, not the property address. 
I live @ XXXX XXXX XXXX XXXX and XXXX XXXX XXXX COURT is the address that was used for XXXX XXXX by XXXX. due to an incomplete address XXXX XXXX XXXX that no one caught until I received the report in the mail and alerted SLS After the Wrong Address was used for a Drive-by BPO along with the Wrong Owner and after an Appeal about the mistakes was denied on XXXX XXXX. I was then informed that SLS found it necessary to reassign a new contact. My new contact is the XXXX XXXX Department. It seems I no longer have a SPOC. I received a letter dated XX/XX/XXXX prior to receiving my denial dated XX/XX/XXXX to inform me of this change.. My denial also stated that I had mentioned I had increased my income. That increase took effect XX/XX/XXXX to which I included the SSA statement showing the increase but was told to reapply when the increase took effect which happened the day before the Decision letter. Since the 2nd appeal and SLS being made aware of all the errors made the first time they are now requesting an escrow account which I didn't have for the past 18 years. SLS is also requesting proof that my homeowners XXXX is covered in my HOA payment which it is and has been for quite some time. And is now adding my HOA payment to the mortgage payment to calculate my debt to income ratio. Which they stated made me ineligible for a loan modification I have paid 40 000 of my 112000 owed combined with my down payment, of 48000 I had 88000 invested with 12 years remaining on the loan. 
SLS put this in my Appeal Denial Delinquent interest and fees totaling {$2200.00} were capitalized for a proposed unpaid principal balance of {$74000.00} this amount is already reported on my credit report. along with some kind of offer To extend my mortgage by 10 years to 480 months. I was told to reapply to see if I qualified for it. plus 15 every month for some inspection. I just received my 1098 Mortgage Interest statement. I calculated a difference of 3031.20 for the Outstanding mortgage principal I don't understand this at all. Where is SLS coming up with these numbers? All this to repay such a minimal amount of money? I would like it explained in my complaint answer.

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