Consumer complaint received 2019-12-08
Company: Specialized Loan Servicing Holdings LLC
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XX/XX/XXXX - I moved into this property with my mother as her only heir and caregiver. My mother was the borrower, XXXX was the original mortgage company. 

XX/XX/XXXX - XXXX  XXXX XXXX took over the mortgage. 

XX/XX/XXXX - Mother passed away. All mortgage payments were deducted from my personal bank account. Every month, every transaction without fail, my bank states : MORTGAGE XXXX XXXX XXXX IDXXXX, Telephone Initiated Transaction. 

XX/XX/XXXX - XXXX  XXXX XXXX acknowledged me as Representative of the borrower in writing as federal rule states as of XXXX. They were provided with the DEATH CERTIFICATE, WILL, MY PLAN FOR THE PROPERTY. XXXX XXXX XXXX responded : LOAN CHANGE REQUEST COMPLETE, MORTGAGE CURRENT. 

XX/XX/XXXX - Received Escrow Overage Check XX/XX/XXXX - Received Escrow Overage Check XX/XX/XXXX - Discovered XXXX XXXX XXXX paid the insurance out of escrow but not the taxes. I retained an attorney, letter was sent requesting an explanation of why since they were always paid before and I had made ALL payments since her death. Thirteen days after the letter was sent, taxes were paid but the money was gone from escrow without explanation and XXXX  XXXX XXXX informed me I had an escrow shortage of {$5300.00}! 

XX/XX/XXXX - Attorney passed away. I received no refund of the {$500.00} I paid him. 

XX/XX/XXXX - XXXX  XXXX XXXX decides my payment will no longer be {$450.00}, ( I had been paying {$470.00} ) but {$1000.00}! I do NOT get that much a month in XXXX! I retained legal counsel with Legal Aid of XXXX Texas. 
XXXX County Appraisal District corrects property value and puts homestead and exemption back in place. XXXX  XXXX XXXX is instructed to go back TWO years and re-evaluate. They REFUSED TO DO THAT! Also for over three years, XXXX  XXXX XXXX was charging me monthly {$8.00} for Accidental Death Coverage on an individual that was already dead! XXXX  XXXX XXXX was faxed by Legal Aid : DEATH CERTIFICATE, LAST WILL AND TESTAMENT, AFFIDAVIT OF FACTS CONCERNING HEIRS, SPECIAL WARRANTY DEED, all filed with XXXX County XX/XX/XXXX. XXXX  XXXX XXXX has continued to REFUSE to put my name on anything. They send me correspondence that of XX/XX/XXXX, my outstanding balance is {$00.00}, XXXX XXXX XXXX  XXXX XXXX starts NOT APPLYING FUNDS they receive the first week of the month, every month, then after the grace period date, they charge me with late fees while they are sitting on the money. They charged me for inspections that are never performed, Property value was reduce by The XXXX County Appraisal District {$24000.00} as the property does not conform to the neighborhood. 

XX/XX/XXXX - I attend XXXX County Appraisal District Protest Hearing and Procedures of Back Assessment of Homestead Exemptions. Instead of credits that are due to me, corrections that are due to me, customer service, courtesy, integrity, ethical business practices, XXXX XXXX demands documents already in her possession at least six times over. by this time XXXX  XXXX XXXX - ATTN. : XXXX XXXX has received the following : Summary of Payments, Overcharges, and Events, Personal Bank Statements, Medical Bills, Current Utility Bills, Death Certificate, Last Will and Testament, Affidavit of Facts Concerning Identity of Heirs, Special Warranty Deed, XXXX County Appraisal District Settlement and Waiver of Protest, Accidental Death Coverage Fax Confirmation for Refund, Deceased Spouse XXXX XXXX Discharge from XXXX XXXX, Deceased Spouse Death Certificate, Social Security XXXX Letter, XXXX of XXXX XXXX  in XXXX places, XXXX XXXX XXXX XXXX, Son 's Obituary, Plumbing Emergency Receipt, XXXX Police Department Deadly XXXX XXXX XXXX XXXX XXXX, Copy of Escrow Overage Check XXXX, Copy of Escrow Overage Check XXXX, Status of Mortgage last month of my mother 's life, Mortgage {$1000.00} behind, my mother given a refinance, XXXX  XXXX XXXX acknowledgement of Death, Assumption Modification, XXXX  XXXX XXXX Request of Plans for the property, Escrow Account Review XX/XX/XXXX, Escrow Account Review XX/XX/XXXX, CFPB Federal Rule passed XX/XX/XXXX, XXXX Texas Opportunities Utility Assistance Program XXXX and XXXX, XXXX County Appraisal District Correction, Attorney XXXX XXXX 's request of XXXX to explain non payment of taxes, thirteen days later taxes paid money disappeared where?, Escrow account activity XX/XX/XXXX, Legal Aid Retainer, Email going out to anyone who would help save my house, XXXX written communication, XXXX  requests MORE information, Legal Aid Response. XX/XX/XXXX payment not applied, XXXX payment not applied and XXXX   warning of intent to accelerate, XXXX payment not applied yet statement says XX/XX/XXXX outstanding balance XXXX, RESPA Request for information XX/XX/XXXX, Loan Modification application, and Hardship letter. 

XX/XX/XXXX - XXXX  XXXX XXXX on my front porch 2 weekends, not knocking on my door but leaving tags on my door. Letter stating they are no longer working on my application. XXXX and XXXX payments also not applied, and a final letter stating they have placed my mortgage with another company and will not accept payments after XX/XX/XXXX Mortgage is now in possession of SPECIALIZED LOAN SERVICING, who is worse than XXXX  XXXX XXXX! I had no correspondence, no account number, no contact number until XX/XX/XXXX. They have not asked me anything! They are going by XXXX  XXXX XXXX 's bag of ERRORS, and continued to add missing payments of {$1000.00}, negative escrow balance of - {$2000.00}, unapplied funds unidentified of {$880.00}, fee? {$35.00}, Single item receipt - {$1100.00} to the total of {$6300.00}! They are in possession of 65 pages of documentation from myself, 30 pages from Legal Aid, a new hardship letter, a new loan modification application, and attached documents of the same. I have just received a letter stating they can not confirm my successor of interest. This is a complete fiasco between the two companies and are both at fault and I need resolution/solution quickly. SPECIALIZED LOAN SERVICING has been instructed to contact my foreclosure prevention attorney but instead they call me 6 days a week from XXXX to XXXX every single week! They are completely and outright are ignoring any and all information from my attorneys or myself.

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