Consumer complaint received 2020-05-20 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Specialized Loan Servicing Holdings LLC
State: NY

Complaint narrative:
On XX/XX/2020 I received a call from XXXX XXXX XXXX. The company was referred to me by XXXX website in regards to an inquiry I placed for a Pre-Forclosure on my property. I talked with XXXX XXXX from XXXX XXXX XXXX and during our conversation I expressed my concerns about going into Foreclosure and having to spend money on a lawyer to help me save my home. I didnt want to take any risk on losing my money, especially during this trying time. XXXX said to me no worries they would proceed with what he called Legal Submission I wouldnt have to worry about getting declined because of the Housing Act and especially with COVID-19 going on. I trusted in him and decided to move forward. The retainer and other fees would be {$4000.00} According to him, in which I will be charge in three payments starting XX/XX/XXXX with {$1500.00} and every month after. I thought if this was a guarantee to save my home it was worth putting some of the mortgage money I managed to save up towards trying to pay off what Id owed. 
I proceeded to gather all my paperwork and sent it off to the processor for review. As of today I received a call from XXXX XXXX informing me my Modification was declined for the second time. I submitted a request prior to hiring XXXX XXXX XXXX to my Mortgage Servicer, SLS and was declined. I expressed to XXXX that I strongly believe I am being mislead by them. I was told Legal Submission was not the same as doing a loan modification, according to XXXX. I have not once heard from my Lawyer in regards to my case and Im trying to wrap my head around what was the benefit of hiring XXXX XXXX XXXX. This company has done nothing more than what I have already done once before and was to submit an application for a Modification. No one at SLS has heard from my Lawyer, they have spoken only with a processor or XXXX. What did I really pay for? I have no options nor explanations other than being told I do not make enough money to get approved. Im beginning to believe there isnt even a lawyer involved. I asked XXXX for the Lawyers contact information and she expressed she does not have any of his information other than a name. The payment Ive made to your company I should have legal representation fighting for me. 
The only option Ive been told thats available to me is Forbearance to extend my monthly payment to 3-6 months out because of COVID-19. I was offered this the last time I called SLS in XXXX and was denied. I also took the time to call SLS, my mortgage Servicer and the rep told me I will not get approved because of my delinquency and there is no option for me other then selling my home or handing over the title to them. This conversation was held XX/XX/2020. I have no certainty that my home wont be listed for sale through auction come XX/XX/XXXX. I am a single mother of XXXX children and cant risk losing my home during these difficult times. Ive been directly affected by Covid-19 and really need the help. I live in New York, which is the epicenter of this pandemic. Im considered an essential worker. I am lucky to be employed and grateful for my job but I am still facing the struggle of saving my home while directly being affected by this crisis. If there is nothing that can be done then I shouldnt be responsible for having to pay a retainer nor any fees for submitting an application for a loan modification. What should have been told to me, it will cost me {$4000.00} to submit a loan modification to your Servicer on your behalf. 

At this point I feel like Ive been left no choice but to go directly to the media with this along with reaching out to the Attorney General. I feel like Ive been scammed out of {$4000.00} from XXXX XXXX XXXX and whats worst is my mortgage service provider Specialized Loan Servicing cant and wont help me with a loan forbearance. Time is running out for me and I need to act fast! This is unacceptable I could have put the money XXXX XXXX XXXX cheated me out of towards what I am gathering to catch up on my mortgage with. Everything I have and am working for has been to try to save my Family and I from being homeless. How dare they try to take advantage of me, they have no compassion for what people are already going through during this time? Some things mean more than money and being a decent Human being especially during a time like this is one of them. Shame on them all! I will do everything possible to make sure they do not take advantage of people in my situation again.

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