Consumer complaint received 2016-10-28
Company: Specialized Loan Servicing Holdings LLC
State: WA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
To Whom It May Concern In XX/XX/XXXX, since our house was upside-down, we began to try to acquire a Loan Modification on our home through a company called XXXX XXXX XXXX. After losing {$2500.00}, we started to work directly with XXXX, who recommended we stop making our house payment so we could qualify for the modification. 
I called regularly to make sure the lender had everything they needed from us. It was a very stressful process because it seemed one department did n't know what the other one was doing. I would always respond with whatever information was requested. 
In XX/XX/XXXX, we were put on a trial program and we paid each and every payment on time and in full. However, XX/XX/XXXX, I was told we had been denied the Loan modification. I did n't understand because I had provided all documents and made all payments. I was told to keep making the payments. I did so. 
By XX/XX/XXXX, we were still paying, and the company I was working for had to downsize and laid-off many of the sales staff, including me. I went on unemployment. At this time, however, XXXX was working more and XXXX, our loan contact, stated that all she needed was XXXX more paystubs, which we provided. We faxed his pay stubs as requested, and a letter from XXXX 's employer. In addition, we faxed my unemployment information. I never heard from XXXX again. 
XX/XX/XXXX, we were still paying, and I was told we had been denied our modification and that we would have to reapply. At this time, SLS became involved in the situation. 
XX/XX/XXXX, we decided to go to an attorney to follow-up on our Trial Loan Modification payments. We were told that none of the trial payments went to the principle of our loan. In other words, none of the 16 months of payments, at $ XXXX/month ( almost {$34000.00} ), were applied to our mortgage. We checked our statement and, sure enough, you showed we had not paid on our mortgage since XX/XX/XXXX! 
We have faithfully done everything you requested, and still it is not enough. During XX/XX/XXXX-XX/XX/XXXX, we were very serious about saving our family home, but after all of this, we decided to sell the house through a short sale. We started the process XX/XX/XXXX. We have worked with SLS on a short sale for over 18 months, getting, and losing, several buyers. We were told dozens of times that our packet was complete, just to be told the next week that another document was missing, or needed to be edited. On XX/XX/XXXX, we were provided with an Affidavit from SLS, and asked to return it ASAP. We returned the affidavit on XX/XX/XXXX. On XX/XX/XXXX, SLS confirmed that they had all documents they needed for the short sale packet, except for an updated BPO. Because of this, they stated that rather than order a XXXX, they would close the file. I offered to refer them XXXX agents that could handle the BPO for them, and they refused to cooperate, and closed the file. I filed a CFPB complaint to get them to reopen the file. Then, they told me that HAFA was declined because all of the documents were not in the file by XX/XX/XXXX, though they stated the only item missing was the BPO they needed to order. We have had several years of mishandling of this file from SLS, and now they want us to give them the last bit of money that we need to be able to relocate because they have stalled over and over again.

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