Consumer complaint received 2016-09-28 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: Specialized Loan Servicing Holdings LLC
State: CA

Complaint narrative:
I have been dealing with Specialized Loan Servicing for a number of years when XXXX XXXX XXXX transferred my loan to SLS. I was trying to get a loan modification from B of A when they transferred my loan to them. I dealt with SLS for over 15 months, submitting the same documents over and over before finally getting a modification. Although I feel I qualified for a government loan program to help me in a time when I was dealing with a work-related injury, they offered me an adjustable rate mortgage. I was so tired of dealing with them, I took the ARM. I have not recovered form my financial issues and I have been trying to qualify for a modification through a government program. My loan payment has increased {$500.00} in the last 6 months. I was denied a modification due to not completing their process of submitting new paperwork every 30 days and started the modification process again. 
I have been submitting applications and paperwork for the past 12 months and SLS keeps requesting more documentation and information from me. The latest issue is when I refused to submit bank statements from my boyfriend who lives with me and contributes to my household. I do n't feel it is necessary to submit his bank statements since he is not being added to the loan. I have submitted his pay check stubs and they ran his credit and they were still requesting bank statements. I resubmitted a new application with my boyfriend as a renter. That was on XXXX XXXX, 2016, they said they had everything they needed to submit it to underwriting. I called them on XXXX XXXX, 2016 because they robo called me to say they needed to talk to me. I called them and they said they have everything they need and they would submit it to underwriting. I said that I submitted everything over a month ago and no one has asked for any other paperwork, why did n't it get submitted a month ago. The representative said she did n't know why it was n't submitted but it was now being submitted. I called XXXX XXXX XXXX to ask what I should do about the fact that they had n't submitted it a month ago and the rep said she would call them and find out that information. When we called them back together, the SLS rep said they were missing a tax document that was filled out incorrectly. I told them I filled it out months ago accurately and he said, " Oh, I see that you did resubmit it they right way. '' I said that was months ago. He said he had everything he needed and he would be submitting it to underwriting. I asked why it had n't been submitted to underwriting before XXXX XXXX, 2016. He stated that they did n't have all of the correct paperwork to submit it and I reminded him that I actually did have all of the paperwork submitted. He said that as of XXXX XXXX, 2016 they had all of the correct paperwork ( even though I faxed it on XXXX XXXX ). I asked why it was n't submitted for review on XXXX XXXX then? He said he was submitting it the day I called which was XXXX XXXX. 
I contacted the escalation department for XXXX and they started an escalation on Monday XXXX XXXX. 
I checked my email today, XXXX XXXX and there was a message from SLS stating that they needed 2 months bank statements from my contributor. I called XXXX to record the call and I told SLS that I filled out a whole new application and submitted it on XXXX XXXX with no contributor and my boyfriend listed as a renter. The rep said she would submit a letter to underwriting for this. 
I am completely frustrated and disgusted with the way SLS has handled this modification and all of the modification attempts before this. There are so many complaints against this organization and it is extremely disturbing that the government has n't done something about this company.

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