Consumer complaint received 2022-10-28
Company: Specialized Loan Servicing Holdings LLC
State: TN
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
SLS has put me into forbearance and caused many issues from their actions. I never asked for forbearance and I have actually advised numerous times in my dealings with them that I did NOT want forbearance. They put my loan into forbearance and removed my automatic draft, both without my permission. They have breached their contract with me and I need immediate and full resolution... 

Timeline with SLS XXXX I lost my job with my previous employer and reached out to SLS to request an extension to defer 2 monthly payments. I went through a very long and very extensive painful process with them to try and seek the assistance I requested. After countless hours of multiple conversations and even filing a CFPB complaint against them, I finally spoke to someone who advised my loan can not have an extension and that forbearance or loan modification are only available to me. I advised I am not interested in either of those options. At this point, I had found a new job and I was thankfully able to maintain my mortgage payments. I did adjust my automatic draft with them so that I was no longer paying extra funds into my Principal Balance and it would be drafting the monthly payment amount moving forward. Fast forward to XX/XX/XXXX XX/XX/XXXX o Received a letter from SLS advising that my loan was 2 months past due and that they had put my loan into forbearance. 
o Logged onto their website to look at my loan information, it reflected that I was 2 months behind. I have an automatic draft contract with SLS and I have advised in the past that I do not want forbearance. There is no reason my loan should be in this status. 
XX/XX/XXXX XXXXXXXX XXXX o Missed a call from SLS. No voicemail or message was left. 
XXXX o Received a call and was advised that my loan was 2 months past due ( total amount of {$1800.00} per their website ). I advised that I received a letter stating my loan was past due and also that my loan was in forbearance. Thats not possible since my loan is on an automatic draft per the contract that I have with SLS and that I did not request forbearance and expressly stated on the phone that I did NOT want it. I advised on breaking CFPB guidelines and that I have had to file a CFPB complaint in the past on SLS. I had also advised that I have mentioned numerous times that if they call my phone, they have to leave a message. The Account Representative disconnected the call from their end while we were speaking. 
XXXXXXXX XXXX o I called the SLS phone number ( XXXX ) back and spoke with a female. I advised I would like to lodge a complaint on the previous Account Representative that hung up on me. I advised the situation and that I needed to speak with a Manager and have been expecting a call back from one. During this conversation I received a call from SLS, I swapped over to the new call since I believed it was the Manager I had been waiting on. No one would answer me when I picked up, it remained blank with no communication from their end for approximately 1 minute. All of a sudden there was a ringing as if it was trying to connect me with someone. However, it went to a voicemail that stated the phone number XXXX. 
XXXXXXXX XXXX  o It was suspicious since it was not SLSs phone number on the voicemail and not registered to their website. I called the number ( XXXX ) since it was provided to me via SLS. An individual named XXXX answered and advised he was a supervisor with SLS. We discussed the situation and the past history of the horrible customer experience I had encountered with them since I had lost my previous job in XXXX. XXXX agreed that my loan should never have been put in forbearance and said he had no idea why or how someone would have flagged my loan as such. I requested to have any and all credit, payment, etc. taken care of that the event has caused and that I expect my loan to be due for the XX/XX/XXXX payment moving forward. I advised I would make the XX/XX/XXXX payment once they corrected the mistakes and covered the XX/XX/XXXX and XX/XX/XXXX payments. XXXX agreed and advised they would take care of it and make the situation whole as I described since it was their error. XXXX was to call me back when the issues had been corrected. 
XX/XX/XXXX XXXX XXXX o Missed a call from SLS. No voicemail was left. 
XXXXXXXX XXXX o Received a call from SLS. It was an Account Representative, he advised that he was not a supervisor and that he was calling to collect my debt. I asked if he had read the notes, he said no. He read through the notes and when he finished, he continued to try and collect the debt. I requested to speak with XXXX or a supervisor. He reached out to XXXX via an internal chat per the AR I was speaking with. XXXX answered him when they were messaging and I advised that if XXXX could message then he should be available to speak with. After some back and forth, the AR finally connected me to XXXX. 
o XXXX seemed like he was not expecting to speak with me. I advised on my request to speak with him and the conversation I had just had with his AR. XXXX advised he is still working on correcting what they had wrongly done to me. XXXX then advised that they would need the XXXX and XXXX payments. I advised that was not the conversation we had yesterday and that their company is to cover the XXXX and XXXX payments themselves. He asked me how and I advised thats not on me to figure out and that this was their mistake and not mine. I advised per our previous conversation, the loan is to be due for XX/XX/XXXX and I would make that payment either online or through him if needed and my loan will be set back up on automatic draft as it has been in the history, I have had with them as a customer. XXXX refused to take care of the past due payments and I advised again that is not what we discussed. XXXX advised he can not accomplish that ; I advised that I needed to speak with someone who could and that I thought he had the power to correct these mistakes when he discussed it with me the previous day. I advised that I had filed the previous CFPB complaint against them and at this point, Im going to pursue that again based on the situation. I also advised that I had spoken with an attorney on the matter since they had so wrongfully taken action against me as a person by putting me in forbearance and refusing to fix their mistakes in full. I advised on my job history and the job I currently do ( Mortgage Loan Originator ) and that Im not ignorant to their affliction. I told XXXX they done more than just make an error and that my livelihood and career are put in jeopardy when they submit those actions against my credit. The fact that I could potentially lose my licensure and everything I worked so hard for at risk. I advised I needed to speak with someone above him or with the power to fulfill or provide resolution on the harm they have caused. XXXX advised me of a person named XXXX ( XXXX ). I asked what their position and last name were. XXXX advised XXXX is a Collections Manager and advised he would not provide his last name. I questioned why and he advised he doesnt have to. I asked for the XXXX Managers name, XXXX refused to give it to me. XXXX put me on hold and said he was reaching out to the Escalation Department. When XXXX came back, he advised they would not take my call and based on the fact that I mentioned speaking to an attorney that a special team would have to call me back. He would not provide a name, department, or title for who is to call me back but advised I would receive a call within 24 hours. I advised I need a call back with full resolution by XXXX EST XXXX XXXX said this would happen. 
XX/XX/XXXX XXXXXXXX XXXX  o Received a call and the Account Representative was attempting to collect my past due balance. I asked if she had read the notes, she stated no. I advised I am awaiting a Manager Call Back and Do NOT Call me regarding the debt and the only call I should receive from them is the one I requested. 
XXXXXXXX XXXX o Received a call and confirmed I was XXXX XXXX. I asked who I was speaking with and why I receiving a call after I expressly advised the previous representative to DO NOT CALL me regarding the collection of the debt and the only call, I was to receive was from the person XXXX advised was calling me. The Account Representative disconnected the call from his end. 
XXXXXXXX XXXX o It is now XXXX XXXX and I have not received any communication from SLS in regard to my conversation with XXXX. 

Also, I did not notice they had responded to my previous CFPB complaint. Some of the information they have within that post are not accurate and they are in fact not being truthful about some of the interactions from their end. The phone calls should be investigated since they are lying within their response. 

They have made several violations and continue to robo-call me to collect a balance that they are to correct. The Account Representatives confirmed the robo-calls and that they can not even view the notes before a call because the robot just connects them with an AR when a customer picks up.

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