Consumer complaint received 2020-10-20
Company: Specialized Loan Servicing Holdings LLC
State: FL
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Struggling to pay mortgage

Complaint:
I contacted CFPB regarding this company on XX/XX/XXXX & XX/XX/XXXX to no correction of the issues.

I have submitted a short sale offer back in XX/XX/XXXX. 
I have sent every document requested within 2 days of the request.

Although they state I am assigned a Customer Resolution Person to oversee my application for the short sale this is a great thought but not at all real.

Each time I call I'm assisted by a new representative because the assigned person is on another call.

I've called to follow up on the status of the short sale offer since  XXXX a least 40 times. And each time the new representative offers to help. They are not familiar with the file and start reading and requesting documents already submitted. This went on for over 7 months until I was finally told in mid XX/XX/XXXXthat all was received and sent to the investor for acceptance or decline. I have called every week and at times twice a week and told by a different representative the investor has not yet responded. I received a letter XX/XX/XXXX stating they have withdrawn my application because of a lack of 3 documents they claim had expired yet all were sent over 5 months ago. In addition the person advised they can not complete the file to send to the investor till these docs are updated. I couldn't believe my ears. They've told me 2 months earlier that all was received and waiting for the investor 's response.

I have never dealt with a company so inept in their operations. I don't understand how they are allowed by agencies such as yours to operate in this fashion. They are hindering my credit score by these delays. Not to mention they are costing the investor monthly additional
association fees & a new current real estate tax bill that would have been avoided had they been working properly. If this agency is in place to regulate and protect the public why haven't they thoroughly investigated the practices of this firm. I received the responses from SLS for my previous two complaints which they state erroneous information as to their contacting me. I wish that someone from the agency would contact me and they could listen in and and see what they ask me for and I can give the time and date of my submission of
their previous request and you would see how poorly they operate. Another disturbing issue is that when asked to speak to a supervisor it's always told they will call you back. When called back basically the supervisor proceeds to read the previously requested documents only for me to advise when they were submitted and to then be told they will personally expedite, which holds as much validity as the statement that the world is flat. People should not be serviced in the fashion that Specialized Loan Servicing operates.
How many complaints does a Federal Agency required to receive before they attempt to correct a business that is affecting so many.

In researching I've seen hundreds of complaints filed against this company!

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