Consumer complaint received 2021-08-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Specialized Loan Servicing Holdings LLC
State: MD

Complaint narrative:
Hello, We have been attempting to complete a loan modification with Specialized Loan Servicing since we submitted our application on XX/XX/XXXX. But Specialized has been engaging in obfuscation and imposing roadblocks that are impeding us from restarting our payments in a lower, more manageable rate. Specifically, company representatives on the phone for weeks have falsely insisted we have not submitted documents required to move forward with the loan modification a practice that is the basis of at least two other CFPB complaints submitted in XXXX against Specialized. In our case, on two occasions, two separate representatives on the phone have said all of our documents were indeed in their possession -- only to be told days later when we called back that they needed more documents. We have submitted all required documents outlined in their loan modification application. For example, most recently, on an evening Fri. XXXX XXXX phone call, a representative informed us they now required three different forms of business hardship verification, when in fact their Mortgage Assistance Application, under SECTION 7 : HARDSHIP AFFIDAVIT ( attached document ), requires only one of three documents as required hardship documentation for a disaster adversely impacting the borrower 's place of employment. We submitted a Small Business Administration loan proving our hardship. However, on multiple phone calls, they have insisted they do not have the SBA Loan documentation. In fact, we submitted it twice -- which representatives on two occasions in late XXXX said they indeed received, after claiming they had not. They continue to find more " documents '' that were not submitted, even though twice we were informed they were all received. 

In addition, we are unable to reach the point of contact for our Home Loan Assistance Application. Specialized 's website says our point of contact is " XXXX. '' The phone number under her name goes to a general customer service line, with a new representative answering the phone on each occasion. There is not direct email for her. For about a dozen times, we have asked to directly talk to XXXX, who we are told is away. She only called us once in late XXXX. She took approximately 30 minutes on the phone to go through each of our documents and ensured us we had sent everything required. We believed she would finally take care of our application. ( XXXX only reached out to us after we informed a Specialized representative that we intended to file a complaint with the CFPB unless they helped us move forward with our modification request. ) XXXX informed us at the end of the call that our documents were all in the possession of Specialized and that we would hear back soon from her or a supervisor about the outcome of our loan. 

We never heard back. 

Instead, when we called back Friday, XXXX XXXX, a representative insisted we needed to send additional documents. We informed him that XXXX and one other representative in XXXX had told us the documents were already submitted, and that we would be filing our complaint with the CFPB because Specialized appears to have no intention to take our modification seriously. We also asked him why XXXX and the other representative would lie to us and tell us our documents were all approved and in their possession, only to later repeatedly be told our documents were still missing. We noted that the company records its calls, and that supervisors can check for confirmation if they wanted to. 

To this day, Specialized 's website claims our modification application is missing " One of the following document ( s ) : Insurance Claim ; Federal Emergency Management Agency Grant ; Small Business Administration Loan. '' The 14-page SBA Loan document was submitted in full both on XX/XX/XXXX and XX/XX/XXXX. The website also claims it is missing tax returns, which we submitted on XX/XX/XXXX and again XX/XX/XXXX. It also claims a " P & L Statement '' for three consecutive months was not submitted. It was submitted twice, on XX/XX/XXXX and XX/XX/XXXX. 

The bottom line is this : We have submitted the required documents. But at every turn, we are met with new barriers to our loan modification application.

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