Consumer complaint received 2023-08-23 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Specialized Loan Servicing Holdings LLC
State: PA

Complaint narrative:
My mortgage loan was transferred to Specialized Loan Servicing ( SLS ) around XXXX of 2023. During that time I had a COVID forbearance on my account which continued with this company. Their representatives called me several times between XXXX and XXXX to determine what action I wanted to take when my forbearance came to an end on XX/XX/2023. Throughout every call I advised the representatives that I was pending determination for the Pennsylvania Homeowner 's Assistance Fund ( PAHAF ). Specifically on XX/XX/2023 I spoke to a representative asking if they received anything yet from the PAHAF program and that I was concerned about my forbearance ending on XX/XX/2023. During that conversation and previous conversations I have stated that I applied for reinstatement and that it was currently pending debt verification so I was requesting an additional 30 days of forbearance. The representative indicated that she was not sure if I had any additional forbearance eligibility but would submit the request and that I would probably hear back around the same time as PAHAF for that. 

When I called again on XX/XX/2023 to check the status, a male representative informed me that technically I had until the end of XXXX before any action would be taken. He advised me that XXXX received a letter from PAHAF on XX/XX/2023 stating that I was approved for reinstatement but that no other communication was received yet. He said that typically it takes a little while and there is some back and forth with the documents and it usually takes 8 or 9 days for an initial response. 

I decided to reach back out on XX/XX/2023 to see if there were any updates and thats when I was advised that a deferral was approved. I asked the representative what that was because I never requested that. He explained to me that the deferral puts the past due payments that were under forbearance to the back of the loan. I told him that I did not request this because I was already approved for reinstatement from PAHAF and that it is simply pending the communication between the two companies. He told me to check with PAHAF to see if I would be able to receive the reinstatement if the payments were deferred before he took any action to reverse it. He also indicated that this was something that was automatically done at the end of the forbearance period. 

After speaking with PAHAF, they advised that I would not be able to take the reinstatement if my payments were deferred. I then contacted SLS again and another representative I spoke to told me that it was not an automatic thing to receive a deferral and that I was supposed to have options. He also advised that I need to submit a letter requesting to reverse the deferral. 

I submitted the letter on XX/XX/XXXX via email as well as mail. I called SLS several times for months to get the issue resolved and no one was able to assist me. I finally received a letter in the mail today ( XX/XX/XXXX ) dated XX/XX/2023 stating that they are denying my request to reverse the deferral because they stating in part that they " proactively started it due to no other plan being in place for repayment '' and that they claim I requested it which I did not. I called them today to try to get a copy of the recorded call that they claimed to have reviewed and used in my determination but I was advised that they do not provide a copy of the calls and to dispute in writing again. 

The letter they provided also states that they sent me a letter on XX/XX/2023 regarding the agreement however that was received after the phone call that I made on XX/XX/XXXX and I did not sign the agreement because I never requested it. My main concern is that SLS repeatedly ignored the fact that I was pending for state assistance that would cover my reinstatement as well as forward assistance and took it upon themselves to put the overdue payments to the back of the loan instead of allowing it to remain outstanding so that it would be covered by the assistance program. Doing so essentially robs me of {$13000.00} in equity.

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