Consumer complaint received 2019-10-31
Company: Specialized Loan Servicing Holdings LLC
State: MD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I'm opening this complaint about the company Specialized Loan Servicing ( SSL ). on XX/XX/XXXX i refiniced my mortgage loan i had with XXXX XXXX XXXX. i did't want my escrow and house insurance added to my loan payment. on XX/XX/XXXX XXXX started deducting my escrow payment without my permission. on XXXX of this year i did fall behind on my mortgage by a few months and XXXX decided to transfer my mortgage to specialized loan servicing. a number of times i tried to get SSL to  remove my escrow payment and each time SSL tells me they will not remove it. I asked them why and they told my that if i have a negative balance of any missed of late payments within a year they will not remove the escrow. i wanted for SSL to show me in writing of that rule about removing my escrow. SSL told me it its not written down any where. I do not know how you can enforce an unwritten rule. I then requested from SSL a copy of my contract that I signed with XXXX when i refinced my loan so i can prove to them that I didn't have escrow removed from my account, SSL said that they needed to put in a order for it and that it would take two weeks. i have yet to receive that contract. approximately a week and a half later SSL called me on a unrelated matter and i ask the clerk who called me to check on the status of the contract SSL was to mail me. she informed me that their were no open orders to mail any thing to me. I said fine could you mail me a copy. she said she need to look for it. about five minutes she got back on the phone and she informed me that she couldn't find a copy of my contract. this is when i decided to do some research on SSL I found this site and the XXXX XXXX XXXX site found the comments section and reading some of the reviews from other peoples problems they were having the same problems as me. so i decided to start taking names of the people i'v talked to and the date and time. on XX/XX/XXXX i mailed a check in to SSL for XXXX dollars. on XX/XX/XXXX the money was withdrawn from my checking account. the money I mailed them was never put toward my loan payment. my statement says that the XXXX dollars is sitting in an unapplied account. on XX/XX/XXXX i called XXXX and talked with XXXX and asked her about my XXXX dollars that is sitting in an unapplied account, she informed me that money was sitting in that account because SSL was reviewing my request in removing my escrow. I have a letter dated XX/XX/XXXX stating that my review on removing was turned down because i'm late on my payments and balance of my escrow is negative. when i refinced my loan i did't have the escrow added. I would like in writing the rules that state that I need to have a positive balance and no late payments or missed payments for a year. again I didn't sign up to have escrow removed from my account. my taxes equal XXXX dollars a year divide that by 12 and XXXX dollars is my tax paymentpermonth. I tried to have SSL explain to me why XXXX is charged a month for my escrow payment. no one will or can explain to me why. while continuing my  conversation with XXXX on XX/XX/XXXX she said a copy of my contract was mailed on the XX/XX/XXXX if you recall above SSL said they didn't have a copy of my contract. Today on XX/XX/XXXX I spoke with XXXX and asked about the status of my contract she informed me again that their was no record of anybody mailing a contract out to me. I asked her to mail it to me she said she would and it would take 7-10 days. Considering this is the fourth time i asked SSL to  mail me a copy of my contract i'm betting i don't receive 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