Consumer complaint received 2021-08-27
Company: Specialized Loan Servicing Holdings LLC
State: VT
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
This is the second time escrow has been messed up. The first time they failed to pay my property taxes, returned funds to me, then charged me an excess amount to get the " tax escrow '' caught up then finally returned funds back to me in XXXX. Then in XX/XX/XXXX they paid my condo associations master condo policy of {$3800.00}. My insurance has NEVER been included in escrow. Only taxes. 
In XX/XX/XXXX I received a notice that my escrow was going to have a negative balance and that my mortgage payment was almost doubling. I immediately contacted XXXX to figure out what was wrong. I believed they had purchased a policy in my name because they did not have proof of insurance. They told me to upload proof that I paid my personal insurance policy, which I did. It was then that I discovered that it was the master policy that they were requiring so I uploaded that. They did another analysis and dropped they premium amount by about {$400.00}, still much higher than I was supposed to pay. I have been speaking with them weekly to get this resolved, thinking that escrow needed to fix this payment to a policy they purchased. In the mean time, they then also went and paid my personal homeowners insurance - once again something they never should have done. I have been harrassed with calls, letters, and knocks on the door regarding this even though I have been speaking with them weekly. Finally on XX/XX/XXXX I spoke with someone in their insurance department and determined that they hadn't purchased a policy, but had paid my Condo Association 's insurance company. I obtained a check from them, deposited it and then called SLS on XX/XX/XXXX to process this payment. I call on XX/XX/XXXX because I was concerned about a call I received stating that I was in default. It appeared that they hadn't properly applied the payment. To resolve they wanted a complete copy of my bank statement, which I was NOT going to provide. I was finally able to speak with someone who actually located the funds and applied them correctly. In the mean time, a useless escrow is being processed because the escrow will not be corrected until the payment is posted. As of XX/XX/XXXX the payment is still not completely applied and I can't tell escrow to run a proper analysis. The fact that I have to constantly call them to fix their issues, call them to have the escrow re-run and fixed... their people are very rude when calling and the majority of them arent helpul. My credit was hurt by this and I don't believe it will be fixed. I have been made XXXX XXXX with the XXXX  of this all. SLS made a huge mistake and then came after me for it. Some of their people were unbelievablly nasty. They should not be allowed to conduct business like this. My next move is to remove escrow completely as they have shown they are not competent to handle it.

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