Consumer complaint received 2017-07-13
Company: Specialized Loan Servicing Holdings LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I had a conventional mortgage with XXXX XXXX about six years ago, when I was challenged with keeping up with the payments due to my income decreasing. In XX/XX/XXXX, I applied for a loan modification with XXXX and they gave me the run around about how they could n't get the file finalized and approved by a XXXX modification agent. At that point I got in contact with the organization XXXX to see if they could assist with getting a loan modification for my home. Once XXXX started the process with the file for the modification, the loan was taken over by SLS ( Specialized Loan Service LLC. ). XXXX worked there magic and got me approved for a trial payment period. During this trial period, I made sure the payment was on time on the given date and continued to payments after the trail period ended. SLS never got back in contact with me stating that we meet the qualifications to get the modification approved. After this, due to drowning in debt, I was forced to file a Chapter XXXX bankruptcy, which at this point SLS choose to have no contact or doing with me until XX/XX/XXXX. This is when I started to receive numerous of letter from SLS stating that my home is in foreclosure and if I 'm interested in keeping the house to get in contact with SLS to see if I possibly could qualify for a loan modification or a forbearance. Since XX/XX/XXXX, the XXXX level has been so high I ca n't even explain it in words with this situation. I partnered up with a non profit organization to assist with the possibly of getting a loan modification with SLS in XX/XX/XXXX and I 've had nothing but the run around with SLS. Due to all the runaround SLS has given me, I now have a trustee sale this month and SLS is making every excuse in the world while my file is in underwriting that they ca n't hold off or postpone my sales date. I understand real estate and the importance of making sure that a loan file is completely done before submitting, with that being said I 've given SLS every document that has been needed for the file and all I continue to get is letters coming back stating they need more documents and I know I sent it the first time. So being cooperative i would call to confirm the exact documents SLS would need in the letter that 's been sent and I would fax the documents over the next morning, if not the same day. I would call and confirm that they received the documents the next day and some of the responses I 've received from the agents was, " Sir, it takes 48 hours to review the fax '', " Sir the fax number that an SLS agent gave to me does work anymore, you need to fax it to this number '', to " Yes sir received all documents that 's needed for your file and you should get a response within 5-7 days ''. Looking at some of the other complaints for this company on CFPB website, how is SLS still in business?? This is people 's livelihood your toying with and to have no consideration or compassion for clients situations is ridiculous. I think this need to be publicized so other people see what 's going on or even see they 're not alone on dealing with XXXX from this company. CFPB please help with this situation ASAP!!!

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