Consumer complaint received 2022-01-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Specialized Loan Servicing Holdings LLC
State: MA

Complaint narrative:
RE : Specialized Loan Servicing, XXXX XXXX XXXX XXXX, XXXX XXXX, co XXXX In XXXX of XXXX I was forced to put my mortgage loan into forbearance to make ends meet due to the COVID 19 pandemic. When I agreed to the forbearance, I was instructed by you that when the forbearance expired we would be able to apply for a modification and other mortgage retention options to resume my loan. 

You have denied assistance based on false information. I am appealing your decision. This is a list of the false information and other issues pertaining to my appeal : First : I have been advised by your representatives on XXXX and XX/XX/XXXX that my retention help application was denied due to some verbal modification/deferral that occurred in XX/XX/XXXX. I also advised her records were wrong and that there was only one modification, XXXX done twelve years ago in XXXX that has no bearing on this COVID 19 retention assistance. My loan has been in forbearance since XX/XX/XXXX. I did not request or receive any mortgage modification/deferral. I have been in long term COVID-19 forbearance since XX/XX/XXXX until you recently ended it in XX/XX/XXXX. I am requesting that modification/deferral now. 

Second : On XX/XX/XXXX your representative stated you did not receive our income, which I have a fax conformation of it being sent. Your letter dated XX/XX/XXXX states that you have determined my application for assistance was complete. However, your denial letter dated XX/XX/XXXX lists my income as {$0.00}. It also contains a credit score of XXXX that does not pertain to us. This information is incorrect, false or misleading. Instead of requesting the information you needed, you simply declined my application for retention assistance. 

Third : On XX/XX/XXXX your representative state there was a legal limit to the number of modifications that could occur to this loan, and I must of reached maximum. I asked what the limit was and where is the information disclosed. She could not advise me where she got this information. 
Fourth : No one in your organization can explain your denial reason, I have continuously requested a single point of contact, but have advised that things dont work that way. I have many requests for a supervisor to contact me including on XX/XX/XXXX and XX/XX/XXXX. 

Fifth : I have letter XXXX and XX/XX/XXXX stating a relationship manager has been assigned to my case. I have called many times and have never been available to speak with my relationship manager nor have they returned my call. 

Sixth : On XX/XX/XXXX and XX/XX/XXXX, I informed that I applied for the Homeowner Assistance Fund ( HAF ) in Massachusetts as part of the American Rescue Plan. You informed me that you do not care that I applied for the program, and it means nothing that I simply applied for the program. Homeowner Assistance Fund Application is : XXXX Seventh : On XX/XX/XXXX your representative told me that the assistance application and all supporting documents must be resubmitted. Bassically to start over. 

Eight : Your letter dated XX/XX/XXXX it lists many options available to us including deferral and modification, also it states we must submit a letter within 30 days to be provided a full list of options. I sent in that request on XX/XX/XXXX, but never received a response. 

Ninth : On XX/XX/XXXX I have received a verbal pre-approval from the Massachusetts Homeowners Assistance Fund and contacted Specialized Loan Servicing and told them that I have received preliminary approval from the XXXX and that the XXXX program needs to contact them through an electronic portal. They have an email only of XXXX. The electronic protocol is required for all lenders who participate in this federal/state program and SLS has not complied with this mandate. 


For all these reasons I find that Specialized Loan Servings tactics are dishonest and by denying my application you are blocking and hindering my ability to access the home assistance programs available and intended for me. You have based your home retention assistance denial on information that is false and deceptive. I find your actions unethical, illegal and discriminatory, and not in compliance with the HAF guidelines. Your actions are meant solely to pressure, intimidate and harass me into selling my home.

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