Consumer complaint received 2016-08-11
Company: Specialized Loan Servicing Holdings LLC
State: NY
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
XXXX XXXX loan modification review has been mis-handled. SLS has been requesting documents that do n't exist and ultimately denied the file for NOT sending in documents that do not exist. The handling of this file is negligent, unacceptable and ultimately putting the homeowners home in jeopardy. 
This file was sent for review to SLS on XXXX/XXXX/XXXX. It contained a complete package with all forms of income and proof of. I called SLS to follow up on the submission on XXXX/XXXX/XXXX I spoke with XXXX ID # XXXX whom confirmed they have received the package and they are in need of a letter of explanation on the rental income, asking if it ia a separate investment property? They also asked for proof of XXXX Unemployment income. We immediately sent a letter to SLS from the homeowner stating the following FACTS : 1 ) There is no separate rental property, the rental income is from a tenant that resides in the home in the XXXX principal residence. The XXXX only own XXXX home at XXXX XXXX XXXX. 
2 ) XXXX has not received any income from unemployment since XX/XX/XXXX! 
3 ) XXXX has not received any unemployment income since XX/XX/XXXX. 

On XXXX/XXXX/XXXX I called SLS-i spoke with XXXX whom confirmed the letters were received and the file is under review. 

On XXXX/XXXX/XXXX I called SLS to follow up again-i s/w XXXX in the BK department. He stated they are asking me to re-send the rental agreement -AGAIN-even though i sent it in on XXXX/XXXX/XXXX. I resent right away. 

On XXXX/XXXX/XXXX I called SLS XXXX-i spoke with XXXX, she asked me for " a mortgage statement for their investment property and the proof of unemployment benefits. I very clearly once again advised there is NO investment property and no unemployment income. I told her this was addressed already with letters and supporting proof that was sent on XXXX/XXXX/XXXX. She escalated with her supervisor via email and asked a supervisor to call me back- I asked to speak with someone right away as 16 days have gone by since this was last addressed and there seems to be no progress. I was transferred to XXXX ( a supervisor ). She escalated this problem, again. She agreed with me that the letters were in the file and this should no longer be an issue. She assured me this would be cleared up. She also said she will call me with an update in 24-48 hrs. 
I never received a call back from XXXX. As usual. So I called SLS on XXXX/XXXX/XXXX I spoke with XXXX he said the escalation is still open. There is no new news yet. 

On XXXX/XXXX/XXXX I called SLS XXXX-i spoke with XXXX ID # XXXX she said the escalation is still open, no new news. I at that time advised I was supposed to receive a call back from XXXX, the supervisor a week ago and had yet to receive a call. I asked to speak with a supervisor and XXXX told me the best she can do is " place a request for someone to call me back ''. I told her that does not seem to work and that I would call back. 

On XXXX/XXXX/XXXX I called SLS XXXX-I spoke with XXXX-he said that SLS is requiring and requesting proof of the Unemployment income. I got very upset and asked if I could please speak with XXXX the supervisor that was supposed to have escalated and cleared this up 18 days prior spoke. He placed me on hold and said " she can not speak with me as there are no updates '' I asked to speak with another supervisor, as this is getting ridiculous. He said he can ask someone to " call me back, that 's it ''. He was told there is nothing that can be done. He took my phone # and my extension and promised me someone would call me back in 24-48hrs. 

When I never received a call back, on XXXX/XXXX/XXXX I called SLS, I spoke with XXXX whom advised that the modification was denied due to NOT sending in the proof of unemployment documents, which again do n't exist.

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