Consumer complaint received 2022-06-22 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Specialized Loan Servicing Holdings LLC
State: CT

Complaint narrative:
We file this complaint today to seek consumer assistance due to overcharged amount and excessive fees by Specialized Loan Servicing ( SLS ) against our home mortgage. I am the co-borrower and my husband is the primary borrower. In XX/XX/XXXX, we were approved under HAMP for a permanent loan modification with the Pre-modification monthly trial was {$1500.00}. Upon completing successfully these 3 months free trial, SLS offered us a mortgage relief option to pay {$980.00} a month. We called SLS via XXXX and spoke with XXXX teller ID XXXX on XX/XX/XXXX and accepted this offer. As agreed, we authorized SLS under XXXX  XXXX XXXX Loan # XXXX XXXXand now XXXX to start automatically withdrawing {$980.00} each month from our bank checking account through XXXX XXXX XXXX XXXX XXXX. 
End of XXXX, we put our house was in short sales because it has been falling into serious disrepair, plumbing problems, wet basement leaking furnace, rotten out windows and needed full kitchen repair and roof replacements. In or about XX/XX/XXXX, XXXX XXXX XXXX sent its own appraiser to check the value of our house. According to their underwriter quantitative analysis appraisal report ( please see attached appraisal report ), they estimated it to be roughly {$120000.00}. We believe that SLS presented us that mortgage relief option {$980.00} a month, this is because of that costly repair. We decided to go for short sales because of our terrible experiences through countrywide predatory lending in XXXX, later on XXXX  XXXX XXXX and account # XXXX. In or about XX/XX/XXXX, a potential buyer made an offer for $ XXXX. According to XXXX XXXX XXXXXXXX XXXXppraisal report, likely they were going to accept that offer. Not being able to find a new place to move in, so we decided to back-up and cancel that short sale to remain into our home. 
As the COVID-19 pandemic hit, SLS mailed us a notice and requested us to apply for forbearance. This program was set-up to help struggling homeowners to stay in their home. About XX/XX/XXXX, SLS stopped debiting the monthly payment ( {$980.00} ) from our checking account for no reason. At no times did we ever express or sign any forbearance paperwork and ask SLS to stop payments. Due to SLS unfair business practices to discontinue those automatic withdrawals, we fell behind in our mortgage payments. SLS mislead us for breaking the agreement. As the forbearance is over, we contacted SLS numerous times via XXXX and spoke with XXXX XXXX ID XXXX to ask them to resume payments but instead they and their attorney XXXX & XXXX chose foreclosure and another loan modification package in the mail. We said no. Again, we contacted SLS and spoke with XXXX ( teller Id # XXXX ) to debit that {$980.00} monthly but they still refused. Beginning XX/XX/XXXX ; we called again SLS and spoke a few times with our assigned agent XXXX ( teller ID XXXX ) to ask for a reinstatement to bring our loan status current. Our assigned agent XXXX told us that our total due amount was {$38000.00} as of XX/XX/XXXX. ( Please see attached statements and previous checking account withdrawals ) The main reason why we are complaining here is to dispute that bad payment that was due to bring our loan current. Based on that mortgage relief option being approved, our formal agreement with SLS has been {$980.00} each month whereas SLS calculated those missing monthly payments as {$1500.00} and added a lot of illegal fees to that account. We felt being overcharged at least {$15000.00} by SLS. SLS committed unfair and deceptive business practices to force us paying {$42000.00} on XX/XX/XXXX as the reinstatement balance was supposed to be much lower than that. On XX/XX/XXXX, the assigned agent XXXX XXXX id XXXX said that we must pay that {$42000.00} or XXXX is going to foreclose on us. To resolve the problem, we would appreciate for the banking commissions to review those files and make SLS to comply and refund us that disputed amount of {$15000.00}. Also, we want SLS to confirm the principal outstanding balance. 
I look forward for a formal investigation and hearing from you soon. 
Respectfully, Thanks Please contact us at XXXX XXXX

Company response to consumer: Closed with explanation