Consumer complaint received 2020-11-10
Company: Specialized Loan Servicing Holdings LLC
State: NJ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
In XX/XX/XXXX I informed the ( SLS ) current mortgage company for my home that I am no longer able to afford to keep my home. This was while my account was current. I made a request to know what options I have available to me. I received an extensive application to fill out regarding my financial and employment status. I filled out the document and sent the requested forms ( ID, copies of bills, copies of income statements, and proof of employment, etc. ) It took a few months and I received back the available options. The first option I selected was for a deed in lieu. I went through all the request and processes that were required to complete this and it was approved by the mortgage company. It was then sent to the investor for approval. It took another couple of months and the investor rejected the application. So, the other option to avoid foreclosure was a short sale. I had to obtain a real estate agent contract to sell my home. I did that and signed an agreement and sent it to the mortgage company. By then it is now summer XXXX. From that time, it seemed every six months I was required to resubmit my application and requested documents repeatedly. I have been through several buyers and the mortgage company tried to raise the price based on a bogus assessment they had some person do, who never gained entry into the house for a full assessment and they increase the bid for the house to {$20000.00} more than it is worth and the buyer backed out. Now after going through several buyers, a pandemic, and moving out with the impression I was closing in XX/XX/XXXX, the mortgage company closed the application again and requested I resubmit another application and all requested documents. I have a buyer waiting to purchase the home and this is very frustrating to say the least. In the meantime, I no longer live in the home, I am still paying taxes and insurance and sewage bills that should have been turned over to the new homeowner back in XXXX. The delay is due to the mortgage company/investor. Can I get this done and over with? This house was supposed to be sold months ago and I am exhausted with resubmissions. This was a origination of XXXX XXXX XXXX loan that I can not get out of. Please help!! 

See attached documents supporting the numerous phone calls, emails, and comments from the Short sale manager from XXXX XXXX XXXX who is working my case to get my house sold. She has been on this case since I received my first offer on the house. This is proof of how long it has taken to get this rectified. They keep closing my case when I get close to selling the house. This is very costly. 

Below is the email sent from the Short sale manager on XX/XX/XXXX to me detailing the struggles she has getting this file completed and sold. 

From : XXXX XXXX Sent : Tuesday, XX/XX/XXXX XXXX XXXX  To : XXXX Subject : Re : XXXX XXXX XXXX See attached my activity log. These are my notes for every time this file has been worked on ( dates documents submitted, phone call notes with the bank, emails sent, basically everything ). 

I am also going to forward you all the emails / documents I have sent to SLS since the XX/XX/XXXX request ( sent to TWO different emails each time for the bank, this is how we send items to them always, on all files ) - I received NO bounceback on any emails. I also confirmed by phone no documents were needed ( which should be correct ) when if that was not the case, they should have advised me then - once again. Also, please note, unlike most banks who allow us to just send all documents at once, they are so inadequate in reviewing their documents, that I have to send each kind of document separately or they " get confused. '' They have actually told me that on the phone - so sorry for all the emails coming next. I have even had to mark documents up, circle them, etc. with a black sharpie when they can not seem to figure out simple things. I have been doing short sales 13 YEARS now, have worked with hundreds of lenders and SLS is by FAR the worst and inefficient servicer out there. I am still baffled daily by their call center staff 's IQ, their process ( or lack thereof ), their lack of any communication except mailed letters that are outdated by the time received, lack of any way to directly speak with the underwriters or supervisors, etc.

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