Consumer complaint received 2016-07-08
Company: Specialized Loan Servicing Holdings LLC
State: TX
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
in XXXX of this year ( 2016 ), I knew a month in advance that I would be getting laid off from my place of employment. In an effort to be proactive, I called my mortgage company to ask if there were any actions I could take to protect my loan from being considered to in default. They assured me they had a great program that would help me. I submitted all the required paperwork, was told a decision would take around 30 days. The decision would be if they would suggest a modification ( of terms or if they could move payments to the back of the loan ). After 30 days I checked back and they told me they needed more paperwork. I submitted what they said was missing. After another 30 days they said they were expecting a decision any day. 80-90 days later I was getting the same excuse that a decision should be any day. On XXXX XXXX, my single point of contact told me the holdup may be because I was unemployed. I reminded her that I had informed her prior that I had been working again since XXXX. She responded, " ... oh we need to resubmit paperwork showing you are working which will speed up the process. '' On XXXX XXXX after many unreturned calls, I was told they needed a XXXX bank statement. I provided that statement and called to make sure that it was received. As was the case many times, my single point of contact did not call back or calls work and fails to leave a message. I called today on XXXX XXXX to get a status and was told I was missing one more document. That document was my XXXX bank statement. I provided that statement and asked the representative why they continued to delay and say the holdup was another months bank statement. She was unhelpful and just said, " that 's what the system says is required. '' I reminded her that I had heard that same reason for three months and told her I expected to be told on XXXX XXXX that the holdup is my XXXX statement. 
My current mortgage balance is {$190000.00} and in an effort to refinance I have now been blocked from being qualified because they have reported XXXX late payments. I was on a three way call with the mortgage and XXXX when they reported I was delinquent. SLS, the mortgage provider assured me the modification would not affect my credit until resolution decision had been made. I even made a request to refinance with them but they said they did n't do refi 's. It seems that upon learning that I was attempting to refinance elsewhere, they suddenly reported me late which I have learned disqualifies me from refinancing a conventional loan. They purchased the loan in XXXX and did n't report any information until XXXX when they reported delinquencies. my mortgage balance as mentioned before is {$190000.00} and the appraisal for the home two weeks ago came back at {$340000.00}. I feel they are unresponsive and hope they can find a way to find me in default but in the mean time, they have me hostage to their company. I missed the XXXX and XXXX payment ( thinking I was getting good information about modification ) and have been making payments since returning to work in XXXX. They apply the payments60+ days in the arrear which makes my report reflect 60 days late.

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