Consumer complaint received 2020-09-30 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Incorrect information on your report — Account status incorrect
Company: Specialized Loan Servicing Holdings LLC
State: UT

Complaint narrative:
I am working to refinance my loan that is currently managed by Specialized Loan Servicing. When the new lender pulled my Credit History, they found that I have a 800+ credit score but also that my current mortgage is showing as in forbearance. I have never spoken to my mortgage company about a hardship situation that would require a need for assistance no less requested forbearance on my account. On XX/XX/XXXX the new leader requested I get a letter from the mortgage company showing this had been added in error and that I had continued to make my payments. 

XX/XX/XXXX XXXX  Spoke with agent and she informed me that due to the earthquake in my area, all accounts had been tagged with this information she agreed to send me a letter stating that I had not requested forbearance nor had I missed any payments. Additionally she would submit the necessary paperwork to remove the XXXX reporting XX/XX/XXXX XXXX XXXX Received email stating that at my request the forbearance related to Covid 19 had been removed from my account at my request. This is not what I requested nor was it factual. 

XX/XX/XXXX XXXX XXXX Spoke with Agent. She stated that she could restart the process & it would take 24-48 hours to get another letter. At that point I asked for a call back from a manager. I will be honest, I was very impatient with your agent as she was disrespectful, wanted to talk over me and refused to listen. In addition to sending me the requested letter she also agreed to send documents showing that I had not skipped any payments. NONE of these three things happened. 

XX/XX/XXXX Called back informed the agent that the letter was not what was agreed upon. She was very rude and said that she could request another letter but it would take 24 to 48 hours. I explained that I couldn't afford to wait that long to have their error corrected she basically said to bad. She refused to escalate the call and said that she would have a manger call back but it would also be 24-48 hours before that happened. I never received a the second letter nor did I get a call back from a manager. 

XX/XX/XXXX I called back & held for 30 mins. When the agent didn't know how to handle it, she cold transfered me to a line where I held for 30 mins a before I disconnected. This happened 3 times on Thursday. 

XX/XX/XXXX Call back again. Held for 30 mins and was cold transfered, held for XXXX hours before your lines closed. 

Their website has no alternate contact information besides the general servicing line which is clearly not resolving the problem. I submitted an complaint to the CEO through XXXX XXXX XXXX but don't expect that to be a reliable method of resolving the problem. 

Please let me know what assistance you can offer. I have spent no less than 10 hours on the phone over the last week with no end in sight.

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