Consumer complaint received 2022-09-16 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — 
Company: Specialized Loan Servicing Holdings LLC
State: NC

Complaint narrative:
My Loan was originated by XXXX XXXX in XX/XX/XXXX. The process was online and disclosure were sent by email. The processing of closing was difficult due to getting clarification on disclosures and the paperwork, I electronically signed documents which, I now regret doing, without an attorney been present to explain the line of credit. I paid on my loan and didnt have any issues until Covid-19, and I was out of work, and I didnt return to my job. In the fall of XXXX, I contacted XXXX  to ask about options available due to Covid-19, and I was told they had a forbearance plan, I was sent the paperwork and I completed it, and it was approved due to Covid-19 and my brother who lived with me and shared rental cost, passed away XX/XX/XXXX. I entered forbearance, I applied for unemployment in XXXX of XXXX, and was denied and I had to appeal it in XXXX. I stayed in forbearance through XXXX of XXXX, I paid my XXXX payment on time, I was still out of work during this time due to being diagnosed with XXXX XXXX in XXXX. I contacted XXXX to ask about additional options available to me due to my circumstances, and I was told they did not have additional options. I sent to the CEO XXXX XXXX an email asking for additional assistance. He had someone name XXXX XXXX send me a email for an additional month of forbearance. I was told that I had exhausted all of my options related to assistance. It made me due for XXXX, XXXX, XXXX, XXXX, I paid in XXXX I switched my banking information to a monthly draft from another account, and in XXXX I called XXXX  and spoke to XXXX the supervisor of servicing department, and I told me my account, was behind due to my XXXX payment was not processed, and the XXXX payment didnt draft, due to my bank account being closed. I explained to him my account had never been closed, and it was due to a banking error, and I told him I had a letter from the bank explaining that it was banking error on their letterhead. I sent him the letter by email, and he insisted that I still owed XXXX and I tried explaining to him that their system was reporting incorrectly. He threatened that if I didnt make my account current, that he was going to send my account to Specialize Loan Servicing and ask to have my call expedited to the manager, and he said that the was no manager, available and I asked him to have XXXX XXXX his manager contact me. However, there was no return call from his manager, and I continued to call back, and was told the same thing, no manager was available. My account was sent Specialized Loan Servicing and I called them and spoke to several representatives, and was told by each one that loan had not fully be transferred into their system, and I was told to call back around XX/XX/XXXX. I spoke to several people and I asked about forbearance options and I was told to go to the website for SLS to download the application for assistance and I did. I had a conversation with a XXXX lady and she stated I owed my XX/XX/XXXX payment, and XXXX XXXX and XXXX and XXXX payments, I told her that XXXX XXXX system was incorrect and that I had reached out XXXX XXXX by email when, I made my XXXX payment and told him the time stamp was incorrect and he email me back stating they were aware of the issues and they were working on it. I had no ideal that XXXX could not be drafted until I called XXXX in XX/XX/XXXX. My credit is very important to me this company that my loan is very unprofessional and very sloppy and careless in how the handle business. I agreed to make a payment agreement with a customer care representative at Specialized Loan Servicing the agreement was I make a payment on XX/XX/XXXX and the balance no later than XX/XX/XXXX and I was assured that this was setup on XXXX XXXX, I called to make the payment as agreed, and I was told that my loan was been foreclosed on XX/XX/XXXX and the person I spoke to was very unconcerned and when I asked about the agreement she responded there were no notes in the system. This was during Respa period which was within the 60 day period. I then researched this company and found out that they had hurt a lot of customers doing the same tactics. This company Specialized Loan Servicing is very irresponsible in their business practices that are supposed to be monitored by federal agencies to ensure the safety of borrowers. I then contact the investor that owns my equity line which is XXXX XXXX which is an investor that is registered with the XXXX. I tried contacting the CEO and I was unable to reach him. However, I spoke with XXXX XXXX at XXXX XXXX, who asked me why are you calling us. I then informed him that the investor has responsibility to me as the borrower, and he said he was going to look into it and he would get back with me, and he never called me back, and I continued to try to find assistance from the investor. I also sent emails to the CEO of XXXX XXXX  the company who owns Specialized Loan Servicing. I also sent emails to varies people at Specialized Loan Servicing a XXXX XXXX, in which, she has yet to respond. I spoke to XXXX in the XXXX XXXX, and I tried to call her back and still no response. I am not sure why these services who are crooks are allowed to stay in business. I would appreciate the assistance of this office please. I can be contacted at XXXX or XXXX your immediate assistance is requested.

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