I opened a HELOC in XXXX XXXX with XXXX, in XXXX XXXX it transferred to Specialized Loan Servicing. In XXXX XXXX i decided to refinance my primary mortgage and during th information gathering phase it was found that the HELOC is not recorded in the county I live in. On approximately XXXX XXXX, XXXX I began calling Specialized Loan Servicing to ask for a copy of this document. I have called each week since asking for this document to allow refinance to proceed, each week I get another person and another story. SLS document storage company seems to be in the land of the lost and no one can call or contact them other than via internal email. I was told to submit issue via fax to expedite ( attached ). I was told that a work ticket had been opened and due to close on XXXX XXXX, XXXX, when I called on XXXX/XXXX/XXXX I was told that ticket had been closed and another opened and scheduled to close XXXX/XXXX/XXXX. No one could tell me what or why. On XXXX/XXXX/XXXX I was told that the original consumer file had been ordered on XXXX/XXXX/XXXX, exactly one working day ago. No explanation as to why it was n't ordered 5 weeks or so prior and no time frame as to when I could expect resolution. At one point I spoke with a supervisor but vague answers where the same, on XXXX/XXXX/XXXX I asked to speak with that persons supervisor and was told that the only way I could reach them is thru the first level supervisor. Oddly enough that person is out of the office for an undetermined amount of time. I have filed a complaint with Specialized Loan Servicing home office and received a letter stating they will investigate in 30 days ( attached ). Now I have missed the closing window for primary mortgage due to all of the fumbling at SLS and its costing $ XXXX per month. 
