Consumer complaint received 2019-07-10
Company: Specialized Loan Servicing Holdings LLC
State: CT
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I received an escrow account disclosure statement which showed that I have an escrow shortage of two months. Upon review of the statement I noticed that my taxes did not increase. I did notice that the mortgage company was showing that my taxes are to be disbursed in XX/XX/2019 and XX/XX/2019. My taxed are due in XXXX and XXXX. I called on XX/XX/XXXX and spoke with a variety of people who insisted that the escrow was correct and they told me that they disburse one month early. To which I replied, you are not disbursing one month early for the XXXX installment, however you are disbursing two months early for the XXXX installment. I was then told that this disbursement would not have made my escrow short. I was bounced back and forth between the tax department and customer service before one person who I believe was named XXXX in customer service said, " oh I see how that can make you have a one month escrow shortage. '' She said she was going to alert someone and I should receive a new escrow statement. 
On XX/XX/XXXX I called again to check the status and nothing had been done. I asked to speak with a supervisor. Once again I was bounced back and forth between the tax and customer service department. This time someone from the tax department, it may have been, XXXX, was very annoyed as I explained to him that the escrow statement was incorrect and that I know how escrow works and is calculated and I need this to be corrected. Once again I was told that my statement is correct and that these untimely disbursements wouldn't make me have a shortage. He then transfers me back to customer service and the cycle thus continued. 
On XX/XX/XXXX I called again and asked the rep to read the notes on the account. They said, Oh let me get you over to the tax department. At this point, I am very annoyed with this process, so I tried a different approach. I asked the lady ( I think her name was XXXX   ) if she could pull my escrow statement from the previous year. She said no. I said you're my mortgage company and you do not have access to pulling my documents? Again, she said no. I told her to get me to a supervisor who could. She then transfers me to XXXX in the customer service department. He was able to pull my statement from last year. I asked him if he could view last years statement and this years statement at the same time. He said yes, and then asked me what he was looking for. I went line by line with him to show him how my payments for my taxes remained the same, however the only difference is the timing of when they are disbursed. Once again, he says well we do disburse a month early. To which I replied, " No do not do that '' because if you disbursed a month early you would be disbursing XXXX 's payment in XXXX and you are disbursing my XXXX payment in XXXX which is two months early. '' He placed me on hold, and then he came back and said well, " I was told that disbursing early wouldn't make you short. '' To which I replied, " I hate to insults anyone 's intelligence, but this is simple math. If you disburse my taxes two months early of course my escrow is going to show that it is short. '' Once again I reiterated my taxes are due in XXXX and XXXX. I offered to send them the bill that I received from the city of XXXX 's website. I also offered the website so that they could go and retrieve it for themselves. XXXX statement that he would have the statement re-ran and that I would hear from him on XX/XX/XXXX. It is now XX/XX/XXXX and no word from XXXX. 
I called the mortgage company today XXXX XX/XX/2019 ) and asked the customer representative who's name was XXXX, to read the notes on the account. What was alarming to me was that he statement that I had an issue with the escrow amount. There was nothing that he read to me which stated that the issue was the way the disbursements are being made. 
I understand that a mortgage company can keep a XXXX month cushion for escrow, however the escrow should be disbursed correctly and when it is due. If you are going to state that you disburse a month early that is fine, but you can't disburse early for XXXX installment and not the other. Also in this particular case they are disbursing XXXX months early. I do believe this to be a violation of the spirit of the RESPA act.

Company response to consumer: Closed with explanation