Consumer complaint received 2020-07-01
Company: Specialized Loan Servicing Holdings LLC
State: SC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My home mortgage was transferred to Specialized Loan Servicing in XX/XX/2020. I was sent a notice my escrow would not cover my homeowners insurance policy because my insurance policy annual cost went up over {$500.00}. I called my old home owners insurance company and they brought the cost down and secured the payment from Specialized Loan Servicing on XX/XX/XXXX. So the account was no longer without homeowners insurance. 

I called many other home insurance companies and secured a new policy with company XXXX for over {$1000.00} less, uploaded the documents to Specialized Loan Servicing website, and they are insisting I already have coverage and will not talk to me regarding the new policies ( home owners and wind and hail ). I have two messages in the message center online that they will not read. I called XXXX today, their insurance department, spoke with an agent, and she would not discuss any resolution. I made it clear I have a new policy and I uploaded it to the portal, and left emails on the mortgage portal for my loan. She responded by insisting I call the number again ( given above ) and leave another message for yet another call back from another agent. I am sensing I am being given the run around and not getting customer service at all. 
Concerns : 1. In regards to the email from SLS ( Specialized Loan Servicing ), the email I received today was from From : XXXX XXXX Notice the reply address is not a SLS.NET address. 
It stated I already have Home Owners Insurance coverage, and they do not mention the new policy documents I uploaded several times. 

a. Monday, XX/XX/2020 XXXX XXXX, uploaded both policies They responded on Tuesday, XX/XX/2020 XXXX XXXX From : XXXX XXXX saying that MyCoverageInfo Information Not Processed b. Tuesday, XX/XX/2020 XXXX XXXX, I uploaded both policies again They responded on Tuesday, XX/XX/2020 XXXX XXXX From : XXXX XXXX saying that MyCoverageInfo Information Not Processed c. On Tuesday, XX/XX/2020 XXXX XXXX   and Tuesday, XX/XX/2020 XXXX XXXX, I uploaded the policies again in TWO different places on their portal, One for adding a new policy and the other for editing the old policy information. 
On Wednesday, XX/XX/2020 XXXX XXXX, I received the response from a different email address, XXXX XXXX, that I already had coverage and my documents were not needed. The documents they had on file were from XXXX, my old insurance agency. Again, they did not honor my request to add the new insurance policy with XXXX. 

As I was typing this message to you, the SLS message center sent this message : XX/XX/2020 XXXX XXXX Thank your for your inquiry. Please contact our Insurance Dept. at XXXX. An agent will be happy to assist and look into the matter. For your convenience their office is open Monday - Friday XXXX XXXX - XXXX XXXX MT. 

This is the number I have already called, and been unable to speak to anyone about resolving this issue. I am in an infinite loop of being told to upload documents to the portal, only to have them rejected. And being told to call a phone number I have already called, only to be told I need to call the number again.

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