Consumer complaint received 2022-09-04 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Specialized Loan Servicing Holdings LLC
State: VA

Complaint narrative:
This is a new complaint rather than a duplicative one due to new facts occurring after any previous complaints, and the submission of additional evidence : SLS has now blatantly lied to both us and the Federal Government by claiming that we never discussed the removal of the PMI based on substantial improvements. However, these are the objective facts based on written communications : ( 1 ) We signed the Authorization for Internal Valuation dated XX/XX/2022 ( attached as " SLS PMI Removal Signed '' ) with a check in the " Check here if substantial improvements to the property need to be considered in determining the current value '' box. We even wrote that be had replaced " all carpet with LVP, new appliances, new fans, etc. '' I have also attached a confirmation of the fax being sent to SLS on that same day ( attached as " FaxZero Confirmation '' ). SLS also confirmed receipt of this specific fax ( attached as " SLS Confirming Receipt of Fax '' ) We never signed any separate documents. 
( 2 ) We received our appraisal showing a contributory price of {$60000.00} ; ( 3 ) SLS then denied our request to remove PMI stating that we had not reached a threshold of 75 % principal to value ratio ( attached as " Denial for Not Meeting 75 Threshold '' ). They even officially wrote to us through the CFPB portal, and to the CFPB that they could not remove the PMI because of the 75 % threshold per complaint XXXX ; ( 4 ) We made an over {$11000.00} payment to SLS on XX/XX/2022, after receiving their response in Complaint number XXXX because they specifically told us in writing that we had to, even though we had always repeatedly said in writing that we were doing this whole process because of " substantial improvements '', even in that specific complaint ; ( 5 ) SLS then has the audacity on XX/XX/2022 to write a letter to us and officially respond to the CFPB in Complaint Number XXXX by citing a telephone conversation in late XXXX as a basis for the " loan to value ratio '' not being discussed ( attached as " Frivolous Letter '' ). 

SLS is literally attempting to gaslight the borrower and the Federal Government by not taking responsibility over this situation. To reiterate the written documentation includes : ( a ) the signed authorization stating that we were proceeding with the internal valuation because of substantial improvements with a box literally checked on the form for this purpose ; ( b ) proof of this fax being sent ; ( c ) proof of receipt of this form ; ( d ) a denial via a letter dated XX/XX/2022 and as a response in CFPB Complaint Number XXXX on XX/XX/2022 for us not meeting the 75 percent threshold ; ( e ) a payment made on XX/XX/2022 based on fraudulent inducement by SLS because we relied on their statement that we needed to make a payment to reduce the threshold to 75 percent ; ( f ) their frivolous XX/XX/2022 letter trying to gaslight us and the Federal Government by pretending their did not have knowledge of the borrower petitioning to remove the PMI based on substantial improvements, and citing an irrelevant late XXXX conversation. Even our CFPB complaint XXXX submitted on XX/XX/2022 cited the " substantial improvements '' threshold. 

We are not some crazy people trying to submit a bunch of frivolous complaints. Rather, we have had repeated evidence that we initiated this process due to substantial improvements, SLS tricked us into making an over {$11000.00} payment ; and is now pretending we never discussed substantial improvements.

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