Consumer complaint received 2023-09-21
Company: Specialized Loan Servicing Holdings LLC
State: GA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process
Sub-issue: Escrow, taxes, or insurance

Complaint:
On XXXX I requested Specalized Loan Servicing ( SLS ), the servicer of my mortgage to remove my escrow account, which I am entitled to do. On XXXX called to request they close my escrow account. The representative I spoke with put in the request and said I would receive a response soon. 

On XXXX I still had received no response, so I called SLS to check the status. The rep I spoke to " XXXX '' said they had sent me a letter. They said they emailed it. They did not, I never received an email or letter in the mail. But they did email the letter to me that day saying they denied my request due to the following : " The escrow account was a requirement for loan approval at origination and is required for the life of the loan '' I explained this is incorrect and asked to speak to a supervisor. They said a supervisor would call me back within 24 hours. I never received a call. 

On XXXX I called again, spoke to rep " XXXX '' and told him the information was false and they needed to remove my escrow account as I requested. I asked XXXX to provide me loan documents that documents what they are claiming and he could not. I again asked to speak to a supervisor. I was transferred to " XXXX '', he would not give me his name only initials " XXXX  ''. I asked " XXXX '' to provide me loan documents that document what they are claiming and he could not. " XXXX '' told me they could only see summary information about the loan, not original loan documents. He said on the documents he could see, nothing indicated it was " required for the life of the loan ''. They made their claim that I had to keep the escrow account " for the life of the loan '' not on information they could see but only on their assumptions. I explained to " XXXX '' he was wrong I have original loan documents showing it is NOT required for the life of the loan. I even emailed the document to him at XXXX. He received my email while on the call and acknowledged what I told him was correct. He said he would put in the request and I would receive a call back by Tuesday XXXX. That day came and went and I of course never got a call. 

I called again on XXXX to ask why I didn't receive a call as promised. I spoke to rep " XXXX '' employee id : XXXX. " XXXX '' claims they did call me on XXXX but I didn't answer. They didn't leave a message. I think they are lying again. " XXXX '' said they again denied my request. No reason given. Said I needed to mail in a " letter '' to open a " dispute ''. I told " XXXX '' I already have disputed and emailed to SLS proof that SLS has made a mistake or is lying. I demanded to speak to a supervisor multiple times but " XXXX '' refused to transfer me. I demanded that the escrow account be removed immediately as I'm entitled to do, but " XXXX '' refused. I informed " XXXX '' I would be filing complaints due to SLS 's dishonest business practices acting in bad faith. 

This issue has dragged on for 1 month now and should have been completed in a few days. Again I demand SLS remove my escrow account immediately which I am entitled to do.

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