Consumer complaint received 2024-01-28 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Specialized Loan Servicing Holdings LLC
State: CA

Complaint narrative:
From : XXXX XXXX XXXX XXXX XXXX XXXX California XXXX Dear Consumer Financial Protection Bureau : I. Background and Initial Request for Forbearance : On XX/XX/XXXX, after consulting with XXXX XXXX, the investor of my home loan, I contacted Specialized Loan Servicing LLC ( SLS ) to request a six-month COVID-19 forbearance as stipulated by the CARES Act. Contrary to the automatic relief provisions outlined in the Act, SLS instructed me to await a response to my request. Upon follow-up, I was informed my account had been flagged, precluding further discussion. This led me to file a complaint with the Consumer Financial Protection Bureau ( CFPB ). ***** II. Subsequent CFPB Complaints and Forbearance Agreement Discrepancies : The initial CFPB complaint yielded a forbearance agreement from SLS commencing on XX/XX/XXXX, and concluding in XX/XX/XXXX, falling short of the requested six months. Persistence through additional CFPB complaints resulted in SLS backdating the agreement to XX/XX/XXXX, without my consent. Efforts to correct the forbearance period to reflect my request for a total of 12 months were met with resistance and unilateral alterations by SLS. ***** III. Discrepancies in Court Filings and Servicing Transfer : Despite providing me with a revised forbearance agreement reflecting the start date of XX/XX/XXXX, SLS filed a disparate agreement in my XXXX  XXXX bankruptcy case, which neither conformed to the CARES Act provisions nor my direct requests. Complicating matters further, on XX/XX/XXXX, SLS transferred servicing to XXXX XXXX, failing to rectify the forbearance agreement discrepancies in court records prior to transfer. ***** IV. Misinformation and Denial of Extension : Subsequent to the servicing transfer, my request for an additional six-month forbearance extensionaligned with XXXX XXXX XXXX enhanced relief measureswas unjustly denied by XXXX XXXX . This denial was allegedly predicated on misinformation regarding the nature of my mortgage and the existence of a CARES Act-compliant forbearance. ***** V. Current Stance and Irreparable Harm : The current position of SLS alleges that they informed XXXX XXXX of the accurate forbearance dates. However, this assertion fails to reconcile with their official court filings, which remain unamended. The conflicting actions and information provided by SLS and XXXX XXXX have resulted in significant financial, mental, and physical distress, for which I seek redress. ***** VI. Evidence of Filing Discrepancies : On XX/XX/XXXX, SLS, via their authorized agent, filed a notice in my bankruptcy case that contradicted the terms previously agreed upon. This notice misrepresented the forbearance 's effective date, terms, and exit strategies, diverging from both the revised agreement sent to me and the CARES Act 's intended protections. ***** VII. Enclosed with this letter, please find the following documents for your review : 1. Original COVID-19 Forbearance Agreement ( XX/XX/XXXX ) : This document represents my initial forbearance agreement, which SLS should have automatically granted for six months under the CARES Act. 
2. Revised Forbearance Agreement ( XX/XX/XXXX ) : This is the altered agreement provided by SLS after numerous complaints filed with the CFPB. It corrects the start date to XX/XX/XXXX but still does not accurately reflect my request for a total forbearance period of 12 months, as it ends in XX/XX/XXXX. 
3. Court-Filed Forbearance Agreement ( XX/XX/XXXX ) : Filed by SLS 's authorized agent, this document contains terms inconsistent with the CARES Act requirements and the forbearance agreements provided to me. 
4. Correspondence from XXXX XXXX ( Dated XX/XX/XXXX, and XX/XX/XXXX ) : These letters from the new servicer deny the extension of my forbearance and incorrectly state that my mortgage is not federally backed, thus claiming that I am not entitled to CARES Act protections. 

Each of these documents contributes to a narrative of mishandling, miscommunication, and a disregard for federal guidelines designed to protect consumers like myself during an unprecedented global pandemic. I seek the CFPB 's aid in rectifying this situation and ensuring that such practices do not continue to harm other borrowers. 

Thank you once again for your time and assistance. 
Sincerely,

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