Consumer complaint: Approximately a year ago I inquired to XXXX about changing my mortgage interest I had since XXXX to a lower rate. I have a 1st@7.25 % & 2nd@10.50 %. I have recently retired and my income has been reduced over 60 %. I have never missed a payment and thought they would reduce it to a lesser rate. After numerous calls and filling out the MA form I was told that I did not qualify because I was current on my payments. Also it was for only the 7.25 % loan and they did not look at the 10.5 %. So I missed XXXX payments and they then sent me the forms again. I filled out all of the information again and started the process again. The reasons I feel I qualify for a reduced rate are : 1. Reduction in income. I 'm retired 2. There is a large fracking facility located next door that reduced the property value over 40 %. ( I have appraisal reports ). 3. The XXXX XXXX tax appraisal reduced the property value from {$210000.00} to {$50000.00} in XXXX. 4 : I have records showing where dust, odors, and carcinogenic vapors migrate to my property. 5. It is hard to get the appropriate rent because I have to disclose this information. 6. I purchased the property during the easy qualification standards and probably would not qualify now. I want to fulfill my obligation but on realistic terms. 
During the next month XXXX kept giving me incorrect & inconsistent information : 1.They did a property analysis on the wrong property and would have used it in the decision making but I caught their error. 2. There comps were way off using houses XXXX miles away in more influent areas. 3. They did another appraisal with other mistakes. When I called them they said they could not send me the report even though I had in my hand. 4. They changed my loan representative 4 times. Every time I called to find the status I would have to explain everything all over again. Each one of them requested different documents. This went on for 9 months and I provided everything to them. The last response was it was in underwriting. After " 2 months '' in underwriting I called them on XXXX/XXXX/XXXX to check on it they told me they sold the loan to SLS. No phone call no letter. I called SLS and they said that they had the loan and all the documentations and they would get back with me. I received letters from them starting XXXX that I was behind, XXXX letter stating they had everything and if they needed anything they would let me know. XXXX letter for me to fill out another modification form. I redid all the information and sent them all the information again that the form asked for. Later I got a letter stating they have received everything except for paystubs/ tax form. I sent that along with my entire tax returns. I got letters stating they had everything. I have called numerous times during the month to talk with my " service representive ''. Each time he is not available. Left message for them to return my call..No response. Received email on XXXX that they are not considering me anymore because I was late giving them the required information. Called on XXXX to SLS again my rep not available & I got XXXX. She went on to say that they have not received the information and that they had tried to call me. When I ask when, they stated on XXXX. I told her that was from my earlier phone call that morning. There was no message, no phone number on my phone saying this. I told her that I even called later that same day because I had not heard from anyone. She went on to say that I needed to provide additional information ( leases ) etc. before they would look at it. These leases have been sent before but because all the time has passed renters have moved out and in making all the numbers not correct. So that night I got everything together again and sent it to her asking once received to call or text me. So far no coorespondance. 
This has gone on way too long. All I am asking is to lower an interest rate XXXX 

Company response: Company chooses not to provide a public response