Consumer complaint received 2021-07-13 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Specialized Loan Servicing Holdings LLC
State: CA

Complaint narrative:
Due to COVID, and extenuating divorce situation, I have suffered massive financial losses beginning in XXXX of XXXX. Since XX/XX/XXXX, I have begun direct conversations with SLS and attempted to file for COVID Forbearance, as I finally secured employment. I applied for COVID Forbearance protection with their teller on the phone. I was told I was approved " automatically. A month and half later ( Late XXXX, Early XXXX XXXX I recognized my online account did NOT reflect that. I called them to discuss and they stated They have denied me and SLS has continued to coerce me to file for a Loan Modification Program. I have sought the support of XXXX XXXX XXXX for counseling in this matter. XXXX XXXX has attempted to be a liaison for this situation, with the personal goal of getting my account back to a concurrent status in an attempt to refinance after XXXX consecutive months of payment. SLS, without my authorization or approval - written or verbal, enrolled me in the Loan Modification Program. Mr XXXX was responsible for once again, mitigating the situation and removing me from this program. 

SLS has removed the ability for me to make payments online, in part or whole, requiring me to call in with additional service fees to make any payments and restore my mortgage to current status. They stonewall me, harrass me with daily calls interrupting my work schedule, do not provide a single point of contact and force me to require escalation to a supervisor for any substantial discussion. Even supervisors are unwilling to commit to answering my questions.

I was specifically advised " We ( SLS ) are just the messenger for our investors. You will not get me ( supervisor ) to commit or say anything on the phone about the number of consecutive payments required under any program. '' I have been been forced to document with screenshots, collecting tellerIDs and documenting calls ( *including recording them ) in order to seek an individual who is willing to commit to providing me dates or timelines in regards to foreclosure or locking of my online account. I have been dropped, hung up on and otherwise dismissed on several occasions, informed with conflicting statements and mislead, forcing me to spend more of my personal time to call back in and reinitiate the discussion or payment process. I have also been told " It is not SLS policy to allow people to record our calls '' - although SLS specifically states that each call is recorded for " quality assurance. '' SLS continues to create hurdles and difficulties when all I want to do is work with them to restore my mortgage and refinance my current 5.5APR to something more current 2-3 % APR. If it were not for XXXX XXXX and the actions and support of Mr. XXXX, I would be completely hopeless and would not have the knowledge or understanding of semantics to walk myself out of their self-initiated program. 

It is clear they are attempting to force me into a Loan Modification situation, even when I have clear financial documentation of the impact of COVID on my finances * ( they do not want and are unwilling to accept this information ). They also do not freely provide and are unwilling to state the terms of my denial for COVID Forbearance protection. They will only tell me " I was not approved. '' SLS is clearly railroading over most of their constituents and forcing them into the Loan Mod program, whether they accept or not. I have the support and perseverance to fight for my rights, which they continually deny. Their behavior is abhorrent and reeks of XXXX 's experiments on authority - whereby the phone staff or supervisors take no responsibility, provide no supporting facts and defer to the simple fact " that's what we are told. '' I hereby wish to file a formal complaint in the hopes if they do force foreclosure my documentation of their treatment, deflection and denial of the Federal COVID protection will reflect I have done everything in my power to work with this organization, only to be denied at every reasonable request and attempt to provide supporting documentation or payments to become current.

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