Consumer complaint received 2019-09-12
Company: Specialized Loan Servicing Holdings LLC
State: KY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Complaint is against XXXX XXXX XXXX, for XXXX XXXX. The company had the wrong tax parcel # for our property & an escrow analysis was completed raising our escrow payment from {$190.00} to {$440.00}. Additionally they withdrew {$700.00} from our escrow acct. & sent it to the address of the wrong tax parcel. 
1 : {$700.00} was mailed for the incorrect address city property tax on XX/XX/XXXX XXXX : the check was never cashed and the city was asked to promptly send it back to SLS/XXXX 3 : the {$700.00} was never deposited back into our escrow. SLS/XXXX has not stopped payment 4 : the escrow analysis stayed in error for another 2 months 5 : because of this the total mortgage payment inflated to almost double 6 : we called and talked to a man named XXXX on XX/XX/19 teller ID XXXX XXXX : he told us to pay {$750.00} on the amount as that would assuredly cover the new escrow analysis that we were promised to be completed numerous times 8 : we pay {$750.00} 9 : the payment was suspended unbeknownst to us and on XX/XX/19 XXXX received a collection call at work for the remaining balance ( KEEP IN MIND THE PAST DUE AMOUNT IS STILL BASED ON AN INCORRECT ESCROW ANALYSIS AND WAY OVER INFLATED IN PART DUE YO THE FACT THAT SLS/XXXX NEVER REDEPOSITED THE {$700.00} ) 10 : I informed the agent that no, we do not owe that as the escrow account is incorrect. She agreed immediately after looking briefly at the notes and we hung up with each other. 
11 : XXXX called on XX/XX/19 and talked to the tax department to find out if they had paid our property taxes and they had not. She asked that person about the collections call and letters we received stating we were late. They sent her to customer service and she talked to a XXXX She admitted it was wrong but we still had to pay it before the XXXX or we would be turned over to a collections agency. 
12 : we paid {$440.00} online for the rest of the incorrect balance on XX/XX/19 to avoid damage to our credit 13 : in this payment a late fee of {$24.00} was included ( wasnt exactly apparent when it was paid ). That should be refunded into the payoff. 
14 : after several calls stating they were going to actually pay the tax bill XXXX gave up and paid it herself to the total of {$390.00}. That includes {$69.00} of interest and penalty fees that should also be deducted from the payoff as the lateness was XXXXs fault. 
15 : we need a clean payoff showing the escrow payment and refund of fees, interest, penalty and late fee which we calculated at a total of {$92000.00}. SLS/XXXX  insists that a future tax bill payment of {$670.00} is already scheduled & must be collected in the payoff! They never paid our city tax & we want to pay our own School tax which isnt actually due until XX/XX/XXXX. They wont even have the loan at that time We have a loan ready to close at a local bank & are simply asking SLS/XXXX to provide a correct payoff so we can end this nightmare.

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