Specialized Loan Servicing LLC S Quebec St, Greenwood Village

I have never had to try so hard to pay someone money. They feel like a scam organization. We asked for an address and then they said it was a wrong address even though they cashed the check late. They even returned a check saying we had the wrong account number after cashing the 2 previous. This company should be investigated.

I started the process to remove PMI from my mortgage in September (it is now almost March). In January, I was informed my request was denied due to my loan to value being 81%. In my opinion, the appraised value came back low - I immediately requested to pay for a second appraisal out of my own pocket. I was told I needed to mail in a "qualilified written letter" to challenge to decision, so this is what I did. 6 weeks later, I get a letter telling me I will need to provide my own appraisal at my own expense. My issue is, that was my original offer and it took 6 weeks to tell me what I already knew. By this time I have made another two mortgage payments, costing me another $300 in PMI. The communication and timing of responses is unacceptable. I called to voice my complaint, no one cared. No wonder this company has terrible reviews.

Zero stars but google requires I give it one star, apparently. Worst company and website ever!!! I believe Specialized Loan Servicing doesn't want customers to make payments because they make it so difficult. I called to make a payment because their website is down and hear on their recording that they are closed even though it is 10am on a Friday and according to their listed hours they should be open. I can't say one good thing about this mortgage company. Not one. They shouldn't be in business.

I was stuck with this awful company, they took over from my previous lender. STAY AWAY from them. If I could give a -10 review I would. I had a refund to be placed in my escrow account. They claimed they had not received the funds, when the originator had told me the funds were clear. This is over $1,154 in escrow shortages due to an error not on my part. So their customer service is almost 0. They still say they do not have my funds which were disbursed back on 10/29, it is now 11/13. Where is the money? Well, I am refinancing I am sick of being on hold for one hour and getting nowhere. They claim they expedited for my funds to go back into my escrow account. Still no funds. I am done. DO NOT use this company. At least my next lender does not stick you with an awful company. I have seen no reviews here above a 1. I rate it -10.

The worst servicer to exist! Authorizations are never noted correctly, takes 15 days or more to receive a payoff. It’s like they don’t want to get paid! They give you 2 day timelines for anything which they never follow it’s more like 7 business days. Their are only 2-3 reps that actually do their work the others are lazy and you can hear their kids and background noise quite often. They have no true escalation process, it’s a joke as they service mostly 2nd loans. Do better SLS!

My HELOC was sold to this company from another. There was zero communication from SLS until they sent me a bill for not having insurance. They had not asked for my insurance information before this notice. I was able to resolve this issue through a few calls with their customer service organization. This experience with their customer service was very poor. Extremely rude answers, consistently poor audio connections and snarky responses when I asked them to repeat answers. Really treated me as if I should already know the process. Finally this month I was sent a bill for an annual maintenance fee that was never disclosed. I had someone call me that was meant to be a manager (Isidro, #20093) and he choose not to help me and not transfer me to anyone else in the organization. He also had difficulty explaining to me how to close the account. It was clear to me that he was repeating canned answers to questions instead of actually trying to help me.

Not sure how this company is in business. Mortgage payment was forwarded to this company from the previous lender on 11/3 and signed for by them (documentation provided) and still has not applied to my account. I have called multiple times and the only solution is for me to 'pay another payment' instead of them finding the check forwarded to them. Garbage company. Avoid if all possible

I just spoke with your representative in the escrow department who lack customer service skills, had a nasty tone, lack of patience and very condescending. Dealing with many of your reps. has been a horrible experience (except for 3, who were quite professional). I am really dissatisfied with the constant rudeness and disrespect. Do go back and listen to the recordings and speak with your employee(s). I really hate that SLS acquired my loan. Please sell my loan to a company that has descent customer service skill because SLS has the worse!!!

When you call these place to ask for information about your mortgage most of the time the phone is answered by lady call Maria, she’s the most arrogant and rude, she Will talk over you and not let you finish your sentences. People like her should not be working in this kind of environment.

This company is absolute garbage for more reasons then I care to write, all of the other reviews can sum it up for you. They must have some kind of contract because no company as horrible as this should survive.

My house was discharged from a Bankruptcy in 2009 and there putting it on my credit report ruining my credit!! Payments have been made on time since 2009 and there showing it’s delinquent. Don’t use this company!!

Accepted 1 month forebearance under CARES act. Continued to make my regular payments paying extra to pay back the one month forbearance. Made payment arrangements for remaining balance and fulfilled re-payment. I was mortified to find out the extra payments and payment arrangements payments we’re going into what they call a suspense account payment until paid in full and 3 months were reported to credit bureaus as missing. Ruining a 40 year perfect credit history by reporting three months of missed payments. I can’t even refinance now. They refuse my request for a good will consideration to remove those missing payments and my credit and sons credit ruined. I pray Congress’s proposal of changing credit reporting works.

If there was a zero stars, I would give it. If they don't address my concerns, I'm contacting a lawyer and giving them the bill. I looked at a payoff quote online and it's showing $53.55 late charge balance, but I've NEVER been late. Then there's a $50 Outstanding fees (no description what for). I called and went through 5 minutes of automate loop menus that DO NOT give the option to speak to someone. When someone answered, it hung up and NO ONE CALLED BACK. I called back again and spent another 5 minutes in the loop, got someone finally, waited 10 minutes on the phone while he tried to answer my questions, only to tell me he got lost and needs to transfer me to another department. I am currently on this call 25 minutes. The reviews are correct, this company is disreputable. I am refinancing thank God because this company has the worst "service".

Worst lender I have ever dealt with. Finally wrapping up a refinance to get away from them. During the course of our refinance, we found that that SLS had let our home insurance policy completely lapse and expire without contacting us, even though home insurance payment had been set up in our escrow and was paid without issue the year before. We were completely uninsured for a time and received no emails, letters, calls, or warnings of any kind. Absolutely unbelievable. If our house had burned down we would have been completely uninsured. When I contacted their insurance department I was told that the insurance payment wasn't made because they had not received a request for a renewal from our insurance agency (Travelers). I asked why, assuming this was even true, they would simply allow a policy to lapse without even attempting to contact me. They told me a single attempt was made to call me the day before my policy lapsed but that my phone number was invalid. I checked the number they had on file and it's exactly my phone number. I asked why an email was not sent if my phone number wasn't working or a notification wasn't posted to my account and the agent had no answer for me. Avoid at all costs.

This company has been awful to deal with. They made errors on my tax forms. Called them to get corrected docs, spoke with the Tax department said they see the error (because they submitted payment to the wrong tax account at the assessor’s office) and said I had to submit a letter in writing in order to get the document corrected. Well one month letter- received a letter saying they wouldn’t be correcting the form. So frustrating and so glad my loan is no longer with them! My lender also told me they have stopped selling loans to them because of all the issues with this company.

My loan was recently sold to SLS from CMC funding and it has been a nightmare to say the least!!!They told me that someone accidentally made a payment to my account. They realized this 4 months after the person did this and now my entire account is messed up. They pulled that customer’s money out of my account and some of my own as well. Then, they told me I was over 30 days past due and it went on my credit. I did nothing wrong and now no one will return my calls. I was able to get my credit fixed because I proved I made my payments on time, but my account still says that I owe them money and now my tax information is messed up as well. I have over 20 pages of notes and phone records of people that I have spoken to in order to get this resolved. They don’t even give you a direct line or an extension for a supervisor. They just request a 24-48 hour callback from a supervisor and they say that one is not available. Please stay away from this company! I have already spoken to a lawyer and I may have to file a lawsuit! I wish zero stars was an option!!!

My loan was sold to this place, which wasn't that big of a deal. I definitely didn't have the issues a lot of the reviewers had when it came to making payments. My issue is after I sold the house and the loan closed. These idiots sent me an escrow refund check that was less than half of my escrow balance (over $4K). They sent me NOTHING else. Just a check. No explanation of why it was short over $2K, no explanation of where my last payment and final payment from the closing company went, no letter stating my mortgage had been paid in full, it still isn't reporting on my credit report as paid off. I had to call 3x before I was finally able to get someone to send me the mortgage history so I can check to see where my money went/why escrow refund was short. Their phone system is THE WORST! It takes forever to get to a live person and if you hit the wrong button/menu option, GOOD LUCK. Such a horrible company. If they EVER get one of my mortgages again, I will be refinancing it elsewhere immediately.

They refused to complete the simple form I needed to receive mortgage assistance from the Salvation Army. The Salvation Army representatives had never heard of such a thing! A first clue as to how they rate as a company should perhaps be that their phone number cannot even be found on their website. And, for me personally, that in one place they misspell “payoff” as “pay off.” Again, that’s just me thinking a financial institution should know what a payoff is!

This company sent me a letter saying they were going to foreclose on my property. I have not taken out any loan with this company. I called and explained to them I had not taken out any loan. They sent me the contract it was not my signature on the document. I had a identity theft issue in 2015 which someone used my debit card to make charges which my bank caught. I checked my credit reports fro several months following that issue. No problems found. Now 4 years later still no listing of this company on my credit report except and inquiry march of this year. I would think if I really owed them 21K it would be on one of my credit reports wouldn't you. I have filed a police report as well as a report with the Federal trade commission. Let's see where this nightmare goes.

I have had a mortgage with this company for less than a year and I’ve had to call every month if not every week to get something corrected or take off late fees that weren’t supposed to be there . I’ve requested supervisors to call me and it takes them over three days to call back if they even call back . I signed up for the biweekly payment and every other month it would charge me a late fee and I would have to call and get it fixed . I called to cancel the biweekly payments and they took my extra payment and put it all towards principle without my authority . And now is taking over two months to get the money back . I don’t know how they stay in business . You should never have to babysit your mortgage .

DO NOT GO WITH THIS LENDER!! I have continued to have a horrible experience with these people they do not know how to apply payments as instructed and when I tried to be proactive and pay my escrow shortage in advance they cashed the payment but are refusing to do another escrow analysis even though I requested it, I have sent numerous emails and messages to them through their site and also requested a call back so I can talk with a live person and all the reps I have spoken to except 1 knew nothing. They still hiked up my monthly payment even though I paid a big chunk towards the escrow shortage. These people lack integrity to do what is right for their customers. WISH I DIDN'T EVEN HAVE TO DO ONE STAR!!

By far the worse company I have ever dealt with. Have never had a month where making a payment wasn’t an issue. Am currently refinancing to get away from these incompetent dilholes. They have lost 2 payments now from me and I have only been with them 15 months. I Am going to try to get an agreement written up with my refinance agency to not allow my loan to be sold to this group. By far the WORST!

I'm so glad that I'm getting rid of this company. My loan was transferred to this company and it has been a nightmare. This company and it's employees should not be in business. Bye Bye!!!

Problem after problem after problem. I set up auto pay via phone with an agent. I assumed it would start the next month, it did not. I got a notice in the mail starting if I missed another payment, they would send my bill to collections. I called them back to figure out what happened. They said my auto pay start date was scheduled to start 4 months after I signed up. No notice of a missed payment, no notice of this start date. Luckily I had the money sitting in an account for this. So after making a payment of 4 months mortgage, I still have dings on my credit score. Thanks SLS!

So far, this SLS - LLC Company, did not notify us in writing with in the legal time frame. When I called them for the first time, it took 4- attempts to get through. They apologized “if they were late” but claimed they were still downloading BANK OF AMERICA’s files on me and had not received them yet. On the day before my next payment was due, they claimed there was some first mortgage on my property and I explained they were mistaken. The only first mortgage was paid off before the line of credit, so we asked for documentation proving this and again they didn’t have my complete file yet. They did tell me they would take my payment over the phone, normally a $10- $15 service fee but there would be no charge for the first 60-days and by law “ we can’t report any late payments or fees.” They claimed they took the first payment with them and set up the second payment until they got all my information. They have not taken my second payment yet. Now it’s the first payment that has ever been late on my mortgage, even through bankruptcy and loan modifications. My wife swears this is just what they do, to try to steal peoples homes from them. Our home has $90,000 to $100,000 equity. Now I believe my wife is correct. I want to know why the State, that has legal jurisdiction, over this company, don’t force them to notify us, their new clients, in writing, who and how to contact if the new clients have any questions or problems. This is Bull Shit !!! One of the “New Associates/Partners of SLS, LLC...which they claim resolved the old issues of their bad reputation and poor reviews, is less than 20-miles from me. But SLS, says we have to pay them and even though their paperwork says Colorado and their website says Colorado, they told me to mail payments to California. Any lawyers out there looking for new clients, start trolling the reviews, starting with mine. Over 20-years and never late once. With this poorly reviewed company, one late payment in 5-weeks. They are trying to make/force us to find ways to pay them for free. Supposedly after the 60-days, mail is the only way, even though their new partner/associate is less than 20-miles from me, in Ponte Vedra Florida.

I would give zero stars if I could, this company customer service it's terrible, I'm really disappointed they hang on me after several times I tried to call them, then finally someone get the call nobody knows anything, it's like they were dumb or something like that, if somebody knows how to switch mortgage company let me know, cause Wells Fargo change it to this unprofessional company.😡😡😡

Impossible to reach a customer service rep. The phone system doesnt allow you to speak to somene if the cant figure out which account im calling about. None of the payment links work on the receipts for previous payments...It should not be this difficult to make a payment on one of my 3 mortgages with this company! This customer service an business practices are TRASH

Watch your escrow state with these folks. They added a Special Tax items and through my escrow acct into a negative balance. They sent me an Escrow Analysis saying I'm short $1.3K. I called and there was an obvious error after "hell-on-earth" contact with their IVR and customer service, I'm still dealing with this. I have a complaint at the ready to the BBB...

Very poor. Information tech less than helpful. Question is Wells Fargo involved with any of this because it sure has their scent. And it’s not pleasant

Previous 350 reviews with rating of 1 should already do it, but in case you need an additional input on how terrible this company is: I have been on long customer service calls with maybe over 10 representatives and 2 supervisors on a missing payment I have pain to my previous loan service which was unfortunately sold to this business out of nowhere. I can track that my payment has been sitting there somewhere from 2 months ago in their system, but they want me proof from my bank statement that I have made this payment. I am literally out of ideas what I have to do and who to reach out to get my money back. I am thinking about refinancing my loan for the sole purpose of getting rid of this terrible loan service company.

The worst, I get collection calls from them because I paid my mortgage too early, they apply the funds to principle and not the next open payment due, and then try and collect like I paid late. You have to go though so many call prompts to speak to a person then you get dropped. Their supervisors are worthless and no help in resolving.

Worst fake company ever they won’t take my calls I get transferred to some law firm . They won’t accept back payments for my mortgage. The customer service is a joke if you can talk to someone you get different stories every time. Stay away from them . Wells Fargo transferred our mortgage to these clowns.

This company is horrible. Every time I call I get a different answer & their record keeping is awful. My husbands passed away & I have tried over & over again to make my payments & they won't except them. My credit Union even tried paying them & they returned the payment.

I've been administrator for my deceased father's estate, which includes his home. The mortgage balance is sadly in the hands of this incompetent neglectful bank. I've called over the past few months to get various answers that differ with each associate. One of the problems was getting a correct payoff. I was told 143k, another rep 167k, so I ask for a payoff to be emailed, it's now 180k. How can these prices inflate so high in 4 months? Given the fact we're dealing with a deceased father's, I would expect empathy and some manners, I got little respect and obstruction. The company won't negotiate any interest charges nor bank fees. In my dad's estate case the interest was 15k and 12k worth of fees. I even requested letters only to receive letters that are irrelevant. They just don't care. I am very disappointed because many professional banks will negotiate and compromise unlike these people. I dont mind paying extra for quality. I do mind funding large amounts to the most irresponsible people and services.

Specialized Loan Servicing LLC has been misallocating payments on my account for months. This has led to lengthy monthly phone calls where nothing gets resolved, regular e-mails that my payments are late, calls from collections, and possible damage to my credit. There seems to be no one at that company who can sort out what's wrong with the escrow account, give me a clear answer as to what my monthly payment is, and there's no way to get in contact with a supervisor. At a loss with this company.

Our loan just got transferred to these clowns and I'm already having a hard time setting up an account. I used the account number that was given and it did not work. I tried calling to get a hold of a customer rep to get my account set up but I was unable to authenticate the account (because I don't have one yet). It's almost as if they designed their system for people to fail and pay overages on loan payments. I feel conned.

This company is deceptive and will make you jump through hoops to shut down an uneeded HELOC sold to them from another company, They will send you a threatening letter and charge you $20 a year to maintain a HELOC that you do not need. In order to close an unneeded loan with this company, you cannot just call them to do "freeze" it but pay their extortion $20 fee and request IN WRITING to end the loan. RUN from this company.

I guess I am required to give them 1 star, but I wish I could give them zero. I have struggled for 3 months to get back over 130$ worth of erroneous charges. Each month my mortgage payment was automatically debited from my account, along with an additional $33.15 that they erroneously took. (But they had no idea where the money was going or why it was being auto debited). Luckily I caught it, but 3 months later, I’m still struggling with their customer service department. Countless calls on hold, and I was promised a callback 3 times… they called me back zero times. So each time I was forced to play the phone tree game and wait on hold (sometimes for 30 mins or more). The issue is still not resolved. Every time I call, the representative is clueless and I have to re-explain the entire convoluted situation. It’s frustrating and I want out! Their team is inept. Don’t waste your time with these guys. I honestly feel bad giving them my mortgage payment because I don’t feel they are deserving based off the service I have received.

This company gets the most negative review I can give, no stars at all. They serviced my home loan until I refinanced. During the refinance, they charged me a late fee of $115.86. After reviewing all of the details with my loan broker and title company, it was clear that they had made a mistake in charging me the late fee. After several calls to their "customer service", each of which took about 45 minutes of explaining, checking, transferring, etc., they twice told me that there was nothing late in any of the time that they held the loan, nor was anything late in the payoff. They said they "thought" a check would be coming my way soon. It has been 8 months, and no check has come. Stay away from this crooked company if you possibly can. Find another lender.

Can't get ahold of anyone! I was told that my mortgage is with this company, yet I've received nothing from them! I can't create an account online without an account number, which I DON'T have, and when you enter your information in their phone system, it drops the call every time. I can't email them without an online account, their fax number is always. I have a payment due in a few days with no account number or coupon, no insurance information, nothing! They also owe me property taxes that I paid before the loan closed. They've had over a MONTH to get me a statement or something - crickets. Awful.

Spoke to Jose Monday and said he would send document over 2-3 business days. Called on the second business day and talked to a woman who said it would come the 3rd day. Called the 3rd day and Norman said it would be another 3 days. Followed up later on the 3rd day Kayla ID#31559 said docs would be received tomorrow which would have been the 4th day. Nobody knows what they are doing. 4 different answers from 4 different people.

The worst servicing company on the planet. I have 12 loans with them for my LLC and they reported the debt under my personal credit report. They have acknowledged doing this in error, but it's taking months to get corrected and I am getting the run around. The worst part is every time you ask for a manager they are conveniently not available and they say you will get a call back in 24-48 hours and it never happens. I have been promised over 5 calls backs from SLS and not one has ever happened. If your account has been transferred to this company I wish you luck because they are AWFUL!

After selling my house and cancelling my automatic w/d, they took another payment. I called immediately asking for a refund. They admitted the payment should not have been taken and would send a check in 7-10 days. over two month later and multiple calls, I still can't get the money back. They say its approved to be returned and being worked on, but no explanation for why its taking so long. Escalated to a Supervisor twice and promised both times it would be processed right away...still calling every two weeks and they still have my $2200. incredibly frustrating!!!!!

If I could give a minus 1 star I would. NO ONE has helped just getting the run around left numerous requests to have a supervisor to call me back stated they have 24-48 hrs to get back to me and still nothing it’s been over a month and still no supervisor call. My loan has gone downward since my mortgage was sold to them! I don’t understand why they would buy mortgages many from other banks knowing they can’t take care of the ones they already have. I have no hope or faith in this company! I will be filing a complaint to the BBB as I feel no one should have to deal with their nonsense

They keep saying I'm late with payments even though they are made on time. They keep partial payments in a different fund (extra on principle). It takes months for them to get applied to the account. They constantly send several different statements in one month with different amounts owed. By the time they are done I don't know which to pay. Terrible customer service also, no one seems to know what is going on.

Nothing but trouble from the beginning! One star is for the courtesy of some of the "agents" answering my calls. I have had to make regular, repeated calls. I log every call because a I get a different answer to the same questions from the same department. They reported a late payment and lowered my credit score 100 points. It took weeks to get it corrected. This was due to SLS loosing one of my payments. After submitting 2 months of bank statements they corrected their records. Now they're recording my payments in amounts different than what I have sent when I look at their online site.

I'm hoping our loan will get sold again so we can get out from under this company. They are horrific. Their website is awful. You have no option but to do auto - draft or mail a paper check. What sort of company doesn't offer one-time online payments? They failed to pay our homeowners insurance even though we have an escrow account. I had to find out from my insurer that the premium was never paid. I paid our first month on time with them but they still charged late fees that were never reversed even though I was told I'd be receiving a refund check. Their hours make it near impossible for a working person to get in touch with them. We have had 2 or 3 loan servicers since we purchased our home and this company is by far the worst. Please sell my loan...

This company is a complete joke. I made my mortgage payment on time like I have for the past 24-36 months (since loan origination). They’ve charged me a late fee because they didn’t process the payment. My bank confirmed they received the payment on time and we’ve spent proof of payment at least a dozen times. I’ve called back daily for almost a month but this matter has not received any attention and is unresolved. The customer service department is clueless, unhelpful, and at best, incompetent. The ‘managers’ and ‘supervisors’ show no interest in helping people and genuinely don’t care about their customers. I’ve spent literally dozens of hours calling trying to fix this problem but nobody seems to care or is willing to roll up their sleeves to fix a problem that they caused. Phone calls go unreturned and emails go unanswered. How is this place still in business?

wells Fargo sold to them during the transfer they would not talk with because they said they had nothing showing that i am in control of this account. so of course they would not talk or take payments and they foreclosed on it. i ask them to send me a statement on what it would cost to save my property, they sent my one it say to reinstate as of so and so date. I sent them a certified check. they put the wrong amount in and now wants me to go to my bank and get a copy of my check i sent them. in the mean time property goes up for sell on the 12 of next month. they have not lifted a finger to help me and dragging it out so they can get my property. they are a disgrace to lenders

If your loan has been transferred to SLS for servicing, please accept my heartfelt condolences. I would give zero stars if I could, and that’s saying a lot as I’m a pretty easy going guy and don’t really write reviews such as these very often. But for the betterment of the public and as an attempt to hold these folks accountable, I’ll ‘pile on’ here and relay my awful experience working with these folks. I have a HELOC with SLS, it got sold to them somewhere along the life cycle of the loan, as these things often do. I believe these guys are the bottom feeders of the loan servicing business, as you can quickly ascertain reading the reviews and the one star ratings. I’ve been trying to refi my first mortgage for nine months now and take advantage of historically low interest rates. The first time, as I got to the end stages of my loan and in an attempt to subordinate the HELOC, SLS came back and said something along the lines of ‘We have to find an investor for the HELOC, this can take up to six months’ (this is A paper, mind you). So I waited!! I started the process a few months ago, got to the same step in the loan process, and they essentially said the same thing ‘Need to find an investor, may take several months’. This is after having a paper trail from my refi vendor that they would ‘get on it’ the first time around, and charging me $250. So, in defense of myself, I sent their subordination department an email and gave them two options: 1) Subordinate my HELOC ASAP 2) I will pay it off myself, close it out, you will lose me as a customer, and I will roast you on all possible review sites so that the public will know what an awful company you are and to do everything I can to prevent this from happening to others and keep others from giving you their business. Never heard back from them, so there you have it. I’m paying the HELOC off and closing it out, and would suggest you do the same and move on. Consider yourselves warned!

The worse Mortgage Company ever! There's not much you can do when your bank decides to transfer your loan to this company. My father is elderly, and he called several times to verify what's going on with his account because apparently no payments were being processed. After being hung up on, I decided to call. One of the rudest reps was unable to assist. Called back and was put through to the customer care department, after authentication. She placed me on hold and then released the call. I've now been on hold for almost 30 minutes! Is this how you treat customers! Unbelievable. Unable to rate in negative form.

This is the worst company I have ever dealt with of any kind!! If you have a choice, do not ever borrow money from them or have any dealings with them. Our loan was sold twice during the last year. Somehow it ended up being serviced by Specialized Loan Servicing. We just continued to pay our mortgage, no problems there as long as we didn't have to actually deal with them in any other way. Problems arose when we had subdivided our 4 acre property of which the mortgage was attached to. We wanted to get a partial release of our property so that we could sell (we already had a buyer) the 1.5 acre tract of vacant land. We felt great about it since the 2.5 acre property that contained the house that we were keeping actually appraised for a higher value than we had originally purchased the complete property for and would keep the mortgage on that. We also had more than 50% equity in the property with regards to the borrowed amount. We couldn't get in touch with anyone at SLS that could tell us what the process is, what paperwork they needed from us, etc. for 3 weeks. We called continuously to try to get someone who could help us. Once we finally were able to get a person to send us a list of what was needed, they said the process would take 30 to 45 days at the most. We were very meticulous about putting the paper work together exactly as they requested and send everything to them within 2 days. We were never able to speak with the people who were actually working on our partial release, it was always speak to another who would leave a message for someone else. There was no communication with us unless we initiated it by staying on the phone for 2 hours every time we wanted an update. After 90 days of no results and the only response we got was, we need more time. We spent hours on the phone each day trying to get information of what was taking so long, what could we do to help, ... nothing. In the end we had to just find a way to pay off the mortgage so that we would be released completely from this horrible company with absolutely terrible customer service. I have never dealt with worse. In the end, I don't think SLS even knew what they were doing and our title company said the same. We were fortunate enough to have patient buyers and also have access to put together enough money together to rid ourselves of this burden. Stay away from this company if you have a choice!