Consumer complaint received 2022-02-23
Company: Specialized Loan Servicing Holdings LLC
State: VA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Below details the timeline showing the negligence on behalf of Specialized Loan Servicing which put myself, XXXX XXXX, and my husband, XXXX XXXX XXXX, at risk of collections, negative reporting to credit agencies and property seizure. This is not a full account as I had full confidence the company could correct this on their own in the beginning and did not keep a full record. 
On XX/XX/XXXX, our real estate taxes were due for our home in the County of XXXX, Virginia. Also on XX/XX/XXXX, our mortgage sold to Specialized Loan Servicing ( SLS ). 
On XX/XX/XXXX, I received a delinquent notice for unpaid real estate taxes from County of XXXX, Virginia. The amount past due was {$1100.00}. I contacted the mortgage company phone number on my most recent statement but was unable to speak with anyone. The voice prompts for my unpaid real estate tax situation sent you to a message that advised I had to send the delinquent notice to the address provided for them to make the payment. I sent the delinquent notice so I no longer have it, but I did take photos. 
During the months that followed, phone calls to SLS were unfruitful. Every call provided different answers and no true resolution. Many agents want to place the blame on the former owner of our mortgage and show no sympathy to the situation or a sense of urgency to have the taxes paid. No one seemed to have compassion to the fact that we are continuing to pay a mortgage payment with funds specifically for taxes, only to have taxes not paid. 
On XX/XX/XXXX, after getting nowhere with the SLS mortgage call center, I filed a complaint with the Consumer Financial Protection Bureau ( CFPB ) for fear that this will not be resolved by the company on their own. The XX/XX/XXXX escrow balance was {$2600.00}. 
On XX/XX/XXXX, SLS sent the overdue funds for the XX/XX/XXXX real estate taxes to County of XXXX, Virginia and a letter to our advising they received the complaint. The XX/XX/XXXX escrow balance was {$1800.00}. 
On XX/XX/XXXX, we received a delinquent notice from County of XXXX, Virginia advising that our XX/XX/XXXX taxes were not paid and we were going to be moving to collections. The amount of the bill was {$1200.00}. 
On XX/XX/XXXX, a call was made to SLS to have this most recent situation corrected. We were advised that a large check totaling more than {$100000.00} was being sent to XXXX County Treasurers Office to pay real estate taxes for multiple homes that are delinquent. The agent advised that the check would be sent out on XX/XX/XXXX. 
On XX/XX/XXXX, I called XXXX County Treasurers office to see if the taxes had been paid. They advised that the account was still delinquent. 
On XX/XX/XXXX, I again contacted SLS and requested to speak with a supervisor. He advised that payment was sent on XX/XX/XXXX and the check was cashed. I advised him a previous conversation advised that the check would be sent XX/XX/XXXX. He did not know why. I advised him that I had filed a complaint with the CFPB and asked if he knows what other government entities regulate this industry and mortgages specifically, he only knew the XXXX XXXX XXXX. I asked if he had advice on what to do. He did not. He referred me to the Customer Service number for additional questions. 
On XX/XX/XXXX, I called XXXX County Treasurers office back to see if the check had cleared ( SLS advised the previous day that a check was cashed ). On this call, I learned that 2 checks were received from SLS on XX/XX/XXXX. Both checks were dated XX/XX/XXXX but were sent with a printout dated XX/XX/XXXX. The checks were check # XXXX for {$270.00} and # XXXX for {$980.00}. The checks were deposited, but were later rejected for stop payment. Also, the checks were sent for the amount on the XX/XX/XXXX bill, but were not enough to cover a late payment. 
Also, 2 checks were received from SLS on XX/XX/XXXX. Both checks were dated XX/XX/XXXX. The checks were check # XXXX for {$10.00} and check # XXXX for {$980.00}. These checks were not enough for the amount of the XX/XX/XXXX bill. These checks were returned by the Treasurers office as 2 checks were received the day before and at this time the county did not know those checks would be returned. 
Also on XX/XX/XXXX, the County of XXXX, Virginia Treasurers office sent a letter to SLS mortgage advising of the checks that were returned for having stop payments placed and advising of additional fees to cover the returned checks.

I hope this additional detail provides some insight into the way Specialized Loan Servicing is conducting business. I will keep more thorough records going forward.

Research online revealed that SLS is not accredited by the XXXX XXXX XXXX  and has an XXXX rating. I submitted a complaint detailing the ordeal, attached photos of the delinquency notices and advised that I wanted late payment fees reimbursed, late fees to XXXX County to be covered, any negative impact to my credit reporting to be corrected and to have escrow immediately removed from my mortgage so that I can have some control over how funds are disbursed.

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