Consumer complaint received 2017-10-20
Company: Specialized Loan Servicing Holdings LLC
State: NJ
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Struggling to pay mortgage

Complaint:
In XXXX the mortgage servicer on my 2nd mortgage changed from XXXX to XXXX XXXX XXXX to XXXX XXXX and then to Specialized Loan Servicing ( SLS ). 
At the same time it was my understanding that the mortgage was also sold. 
During the summer of XXXX I contacted SLS to find out about refinancing my 2nd mortgage as I knew the balloon payment was coming up and as I had just emerged from Chapter XXXX in XXXX of XXXX I was not in a position to make the balloon payment. 
o Please note that during the entire Chapter XXXX my 2nd mortgage payments were made on time. 
SLS told me they would send me the necessary paperwork to start the process to refinance the 2nd mortgage. 
In XXXX of XXXX I received a letter from SLS stating that was loan was being converted from Interest Only to Principal and Interest. 
In XXXX of XXXX I received a letter from SLS that the Balloon payment was due, I contacted SLS about refinancing again and questioned the conversion letter. SLS indicated they would research and get back to me. 
In XXXX of XXXX I attempted to refinance my mortgages through XXXX XXXX that is when the title company found the lien against my mortgage that should have been cancelled when my Chapter XXXX was discharged. 
I engaged my attorney and it took us until XXXX of XXXX to get the court order vacating the lien ( a copy of that court order has already been supplied to XXXX ) I then got back in contact with XXXX XXXX and attempted to continue the mortgage process XXXX XXXX said they were unable to move forward as SLS was now reporting my 2nd mortgage as both closed and late, and that unless I could get SLS to update their reporting there was nothing they could do. 
I contacted SLS again about their credit reporting and filed disputes with all 3 credit reporting agencies. 
Throughout XXXX I contacted SLS several times and kept getting transferred from one department to another o Also please note that my requests for the name of the entity that was holding my second mortgage were never responded to, or they told me they didnt have access to that information. 
As I had been unable to make any progress with SLS, in XXXX of XXXX I began the process to refinance my 1st and 2nd into a new mortgage with XXXX ( they hold my primary mortgage ). 
In XXXX of XXXX XXXX tried to get information from SLS and SLS refused, I got on the phone with XXXX and SLS and thought it was sorted out. 
In XXXX of XXXX as we were moving toward closing I was notified that SLS was refusing to allow a refinance unless they were named as primary, so XXXX cancelled my application. 
In XXXX of XXXX I tried to move forward with XXXX XXXX again but again the credit reporting showing the account as closed and late was an issue. 
Since XXXX of XXXX I have been contacting SLS asking them what options I have, they have transferred me from one department to another. 
On XXXX XXXX, XXXX SLS asked me fax a letter regarding the credit reporting issues to the fax number the provided to me ( XXXX ) I received a letter from SLS dated XXXX XXXX, XXXX stating that they received my letter but not at the designated address for such inquiries. The letter also states that my case was currently under review. 
On XXXX XXXX, XXXX I called SLS having not heard back regarding my letter, they asked that I fax the letter again, which I did. 
I received a letter dated XXXX XXXX, XXXX stating that again they have received my letter but not at the designed address for such inquiries ( even though it was faxed to the number the SLS representative gave me ). The letter also again stated that my case was under review. 
On XXXX XXXX, XXXX having still not received a response I contacted SLS again, this time they asked me fax the letter for a third time but this time to XXXX, which I did and I have still not heard back I have now tried to refinance this second mortgage 3 times and all 3 times I have been unable to do so as a result of Specialized Loan Servicing. On XXXX XXXX, XXXX I sent, via certified mail, a letter to Specialized Loan Servicing requesting they provide information on who currently owns my mortgage so I can attempt to contact them directly in an effort to sort this out as all effort with Specialized Loan Servicing have been unsuccessful. That letter was signed for by Specialized Loan Services on XXXX XXXX, XXXX, to date I have received no response to my request.

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