Consumer complaint received 2016-10-07
Company: Specialized Loan Servicing Holdings LLC
State: WA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
In XXXX, we began to try to acquire a Loan Modification. We started to work directly with XXXX, who recommended we stop making our house payment so we could qualify for the modification. 
It was a very stressful process because it was explained multiple times that another department might have gotten the information -- it seemed one department did n't know what the other one was doing. I would always respond with whatever information was requested. 
In XXXX XXXX, we were put on a trial program and we paid each and every payment on time and in full. I have documentation of all the check numbers that were given, amounts and when they were given. However, in the spring of XXXX, I was told we had been denied the Loan modification! I did n't understand because I had sent in all documents and performed as requested, but the representative assured me the appeal would be accepted if I just kept making the payments on time, so I continued making payments. 
Both my husband and I were employed and in XXXX XXXX, I called to finalize our Loan Modification. The lender requested our pay stubs and asked that we write another Hardship letter ( which we did ), and meet with a credit counselor, which we did in XXXX XXXX. We felt we were getting very close to finalizing our Loan Modification. But, we received no paperwork from the lender, and when we called, no one seemed to know anything, and just advised us to continue to pay our trial payment, which we did. 
By XXXX XXXX, 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. 
In XXXX XXXX, I was told we had been denied our modification and that we would have to reapply. In addition, you sent back part of our trial payment for that month, and said the lender could not accept these payments anymore. 
At this time SLS became involved in the situation. When I gave our information to reapply, I was told that the lender could take only one source of income per phone call and, therefore, we did not qualify for Making Home Affordable. It was crazy-making and completely ridiculous that we could not give you ALL of our financial information at one time so we would qualify. 
In 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 ( 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 XXXX! 
We tried to sell our home in a short sale, and listed it in XXXX. Since that time, we have submitted XXXX ( XXXX ) offers, and the first XXXX were turned away by SLS 's refusal to cooperate timely, or at all. We have filed prior complaints about this with the CFPB. We currently have a valid offer on the property and have again sent in all required documentation for underwriting. We are prepared to close Escrow in 45 days from lender approval. Our contact, XXXX, ID # XXXX, said that our short sale was denied because their XXXX agent is backlogged, and because " the file has been open too long. '' These are not valid reasons to decline a short sale with full documentation and a live offer. 
We are concerned that the lenders have simply been taking money from us all of these years with no intention of modifying or loan or following through on workout options.

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