Consumer complaint received 2016-05-05
Company: Specialized Loan Servicing Holdings LLC
State: CA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
We qualified for Keep Your Home California 's ( KYHC ) Mortgage Reinstatement program. We were approved and the arrears were cured. I contacted KYHC and on XXXX XXXX, XXXX via email I was told that the funding was to go forward. I contacted my SPOC on XXXX/XXXX/XXXX to say thank you, asked if there was a contact person for my loan and what I do now. I called SLS ( Specialized Loan Servicing LLC. ) At that point I had received no information from SLS. My SPOC from KYHC told me to call my customer servicer, advise them my file in funding and I will get my assigned specialist. 
So on XX/XX/XXXX I called, and every other day for a month or 3 after that. In those calls I asked for a few things. If I would receive any paperwork showing my mortgage was reinstated, if I could have one if they had not sent one already, the address to where I was to mail my payments to ( it was explained to me that the payments after what I had done were to be mailed to a different address and it would be sent to me. ) and I requested my monthly mortgage statement. They said if a payment is not recorded for a month that they would not send out additional statements. I explained that it was paid and made current through KYHC in XX/XX/XXXX and that I was then supposed to receieve one. 
I tired of the hours spent on the phone and called every other week. In XX/XX/XXXX I believe there was a notice of default letter sent to me. I again began to call on a weekly basis. In fear of why. I had been in communication with SLS, still no payment, no phone calls asking why I am not paying etc.. 
I begin calling two times a week. Asking if it was a joke. That my mortgage was made current, and how often I have been calling and if the notice of default was actually an accident. That in all of my phone calls not a single person has told me this was going on. 
I received 1 letter after my notice of default telling me who my single point of contact was. I called on several occasions and left messages with no return call EVER. I threw out the paper. 
Now there was an intent to sale. Now I am being told my loan is in default and I can request a payoff quote. I continue asking for a statement, a copy of all correspondence that they say they have sent to me, as well as a proof that my loan was reinstated. 
XXXX said that they paid a little over {$22000.00}, SLS said they received {$20000.00}. I asked where the remaining money was applied with no answer. I then got a different SPOC. Again no return calls from my messages. Again I tossed the papers. 
Knowing that they MUST respond to me and me being a bit desperate I did a Making homes affordable app.. Every other day I received in the mail requests for additional paperwork. With each letter I received I called SLS. They say they have no missing paperwork. Call the following day and this goes on for 2 months. Then I get a modification and the total cost per month went from $ XXXX {$1.00}, XXXX and something. 
I call KYHC to see if they can help. We pre qualify, I called SLS to let them know and with the first mod payment due XXXX/XXXX/XXXX. On XXXX/XXXX/XXXX I receive a mod. packet. That only leaves 2 days for me to send the acceptance and they can sell the house. 
On XXXX XXXX ( 20 business days before the posted sale date ) I recieve a sale date. SLS will not even look at any paperwork if there is less than 37days. No hope for postponement etc.. Again on XX/XX/XXXX I fax a modification packet to SLS AND KYHC to see what arrangements can be made. 
I called several attorneys, mortgage brokers and real estate agents and attorneys want me to file bankruptcy, I do n't want to forclose, and real estate agents say I should short sale. 
My concern is that I was in CONSTANT communication with my servicer. I did not want to make a payment if I feel like they are not going to honor or record or do the minimum necessary. Sale date is XXXX/XXXX/XXXX!

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