Consumer complaint received 2020-08-25
Company: Specialized Loan Servicing Holdings LLC
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
email the head of management and executive office at SLS dated XX/XX/XXXX Good Afternoon I spoke with XXXX ( ID # XXXX ) on XXXX regarding the file as he stated that the file was closed because it was pending documents. 
This file was complete and sent to the Underwriter/Investor on XX/XX/XXXX. 
I spoke with XXXX on XX/XX/XXXX and she stated that they needed some documents which included the short sale addendum- which she located ( last page of the contract ) and addendum for closing date within 45 days of lender approval. She also confirmed that the value came in at XXXX and countered to XXXX. I stated to her at that time the buyers highest and best was XXXX I confirmed on XX/XX/XXXX that the file was complete and all documents received and reviewed as of XX/XX/XXXX and there should be a decision within 30 days. 
On XX/XX/XXXX-I called for an updated they stated file was still in review On XX/XX/XXXX I called and they stated still pending decision-no other documents needed On XX/XX/XXXX- still pending but they would escalate at is was 30 days On XX/XX/XXXX I spoke with XXXX as it was still pending review. XXXX put me through to XXXX ( IDXXXX ) and she escalated the file and would follow up On XX/XX/XXXX- I was told it was in manual decision and XXXX did not know what that meant. She was going to follow up on this and call me back ( no call back ) XXXX XX/XX/XXXX as stated above I spoke with XXXX he stated the file was closed on XX/XX/XXXX even though I spoke to XXXX on XX/XX/XXXX and she stated about manual decision. XXXX stated he did not understand why it was closed and could see the note but most importantly he needed to reopen the file and then it could be hopefully expedited back to where it was. He also requested for a supervisor to call back ( has not happened ) XXXX stated that he could see all the documents and none were needed XX/XX/XXXX- I  spoke to XXXX ( ID XXXX ) and he stated that it was reopened and in set up????? I spoke with XXXX ( Supervisor ID # XXXX ) He reviewed all of the documents and stated that we should correct the language on the addendum to read closing will occur within 30-45 days of short sale approval not lender approval as the underwriter did not like the word lender???? This is a very simple correction and does not require a decline. Especially, when we have provided said documents and I asked on XXXX what the addendum was to state!!!!! XXXX stated that he would watch for the documents and call me after he received and would move the file back to where it was and expedite. He also stated the value came in at XXXX and counter the buyer to XXXX. I stated we had been through this and Buyers highest and best was XXXX XX/XX/XXXX I spoke with XXXX ID # XXXX and XXXX was out of the office and would return my call on XX/XX/XXXX-No return call XX/XX/XXXX- I called and spoke to XXXX # XXXX and she stated that XXXX had left notes as of XX/XX/XXXX to counter to XXXX??? I again, told her that Buyers highest and best is XXXX and we have been at this same stage over and over and I would be happy to provide emails showing all documents submitted. Sellers option for a short sale has been approved and we fall back to no communication and same response over and over. I told her that this is redundant and requested XXXX give me a call as he stated he would. I suggested that the calls should be reviewed for quality and training purposes. 
XX/XX/XXXX- Spoke to XXXX ID # XXXX and she stated the work out for a short sale has been approved and the contract is being reviewed. I again asked for XXXX to call me. 
XX/XX/XXXX- I spoke to XXXX ( ID # XXXX ) and she put me on hold to read the notes and stated that she escalated the contract file and I again asked for XXXX to call me This is certainly an approvable short sale and the delays and redundancy is unbelievable for SLS and I understand that time frames may be longer than normal due to COVID but this is ridiculous. 
These buyers have waited and now will be waiting in a hotel as of XX/XX/XXXX Please have someone call me and provide clarity. 
Email dated XX/XX/XXXX I had a call back from XXXX yesterday after requesting a call back before XXXX XXXX mt before I boarded a flight the call came in and left a message to call back to SLS I will forward the call for review. 
I called today and requested that XXXX give me a call back. I had two calls inbound from SLS which I am assuming was from XXXX. I answered both calls and no one responded on either call. One call was at XXXX est and second at XXXX est. Neither call nor to now did a message get left on my phone. 
I do need to speak with XXXX and again requesting a call back. 
I was told yesterday that this file is going thru XXXX for the short sale now even though to date it was in re-review for the value based on the contract submitted and XXXX was working on the file. XXXX whom I spoke to yesterday for over one hour stamped call at XXXX XXXX mt also agreed when reviewing the notes that the file was still in re-review with XXXX make since XXXX submitted it on XXXX per XXXX notes on XX/XX/XXXX and XXXX would call me that day. 
/XXXX felt that it was in manual review as this file was in process with XXXX XXXX before the change on XX/XX/XXXX and a month has passed and reviewing was still being done. 
I would appreciate getting to the bottom of this today and will also submit this for review with CFPBI I did talk to XXXX who will call me tomorrow after he speaks with XXXX. This was a file in process. I received an email of the copy of the letter mailed out to homeowner whom no longer is living at the property from XXXX while on the call it was dated XX/XX/XXXX. I spoke with XXXX on XX/XX/XXXX whom again said highest and best for buyer as we were getting countered by XXXX XXXX to XXXX I stated to him that VA appraisal buyer can not go over XXXX where value came in at. He told me to submit for Value dispute which was done immediately. How was he declining on XX/XX/XXXX yet letter is XX/XX/XXXX and XXXX was being worked on and notes in system indicate as recent as yesterday????

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