Consumer complaint received 2019-04-12 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Specialized Loan Servicing Holdings LLC
State: CA

Complaint narrative:
Specialized Loan Servicing ( SLS ) LN XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX CA XXXX   XXXX XXXX The short sale was started XX/XX/19 with SLS. On XX/XX/XXXX we were told the file was complete.

After being lied to several times on EVERY PHONE CALL, we were finally countered on XX/XX/XXXX. THE BUYER MET THE COUNTER ON XX/XX/XXXX.

On XX/XX/XXXX we were told that underwriting somehow allowed some tasks to expire in early march, requiring the file to be re-underwritten.

On XX/XX/XXXX we then filed CFPB complaint # XXXX, and subsequently were corresponding with a manager XXXX who on XX/XX/XXXX agreed that should not have happened. Keep in mind that throughout this entire process, we called faithfully twice a week and we were assured each time that it was under review and moving forward and at NO TIME were we told that it wasn't actually an open short sale. He assured us he would be working with us to quickly resolve the situation.

******Fast forward four weeks later and we are still having problems with obtaining truthful information and four weeks does not fit the definition of a quick resolution.

On XX/XX/XXXX we spoke with XXXX, who told me it had been sent to the investor and that there would be an update by Friday XX/XX/XXXX. Spoke with XXXX again on the XX/XX/XXXX and was told the same thing and asked to have a manager call me back.

Today, XX/XX/XXXX we called in and were told that they will not have an answer anytime soon, that the clock started over on the XX/XX/XXXX when we sent in the last document and now they have 30 MORE days to render a decision. The rep today was rude, refused to escalate file further and refused to allow me to speak to any manager. We did subsequently receive a call from XXXX  who says he escalated the issues to his manager and the processing teams manager. Which we appreciate, but doesnt rectify or solve our current problem of being continually and purposefully given inaccurate and outright false information. In passing along all the false information we have been given to the buyer, we have lost the buyers trust and faith. Here we are nearly two full months after the buyer accepted and met all terms dictated by SLS, and we havent even passed processing on this file.

SLS continually makes up document requests in an attempt to milk the servicing fees out of the investor, XXXX XXXX. They are defrauding the investor.

I want SLS to be investigated for these continual and deceptive communications. I want the short sale approval letter that we should have gotten shortly after the buyer accepted SLSs counter offer on XX/XX/XXXX. In addition, I want all employees in the loss mitigation department to be properly trained in how to read, and communicate accurately, the status of loss mitigation files.

CC : 1. XXXX XXXX 2. XXXX 3. XXXX XXXX

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