Consumer complaint received 2021-03-01
Company: Specialized Loan Servicing Holdings LLC
State: VA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
As I was preparing to file my XXXX taxes with my accountant ( cc 'd on this email ), it was brought to my attention that Specialized Loan Services, LLC ( SLS ), a subsidiary of XXXX, failed to pay my property taxes to XXXX XXXX in XXXX ( the property is in two counties, XXXX and XXXX ), despite me paying into escrow for this every month. The money for the XXXX property taxes is currently being held by SLS in escrow. 

My property is in two different counties ( XXXX and XXXX ) and SLS states that they somehow made an error at closing where XXXX county was missed. Thus, SLS only paid the property taxes in XXXX and not XXXX in XXXX. This loan was assigned to SLS in XXXX, XXXX. 

Total Tax Due in XXXX ( prior to penalties and interest ) : {$3300.00} SLS has instructed me not to pay the taxes directly to XXXX County ; however, I have now placed over six calls to both SLS and XXXX without any resolution or forward movement on the issue. 

SLS refuses to give me any transparency into their process nor will they issue me a case number or provide me with an email address where I can at least have proof of our communications. 

The property bill is now over 3 months overdue and continues to accrue interest and penalties, which under VA law, SLS is responsible for as an escrow account was established and the funds are already being held in escrow for the taxes. 

My request is that someone in upper management gets on the phone with XXXX County and myself and resolves the issue, pays the taxes and the fines. This process has been ridiculous and is so frustrating. I did not have the ability to consent to the loan assignment or the horrendous service I have received from SLS as a result thereof. 

Further, XXXX notified me that the loan is being assigned to XXXX on XX/XX/XXXX ; however, I have been told that the " investigation '' to get the taxes paid could take until XX/XX/XXXX. This is unacceptable and must be resolved prior to loan assignment or as stated above, I will be pursuing legal action against SLS and XXXX. 

Here is the timeline of events : XX/XX/XXXX : First communication with SLS XX/XX/XXXX : 2nd communication with SLS, tax bill uploaded to the website provided by SLS XX/XX/XXXX : XXXX XXXX XXXX Complaint filed, still no response XX/XX/XXXX : 3rd communication with SLS, no record of tax bill receipt, SLS confirmed taxes with the wrong county XX/XX/XXXX : 4th communication with SLS, still no record of tax bill and once again SLS confirmed taxes with the wrong county XX/XX/XXXX : Tagged XXXX in a post on your XXXX page trying to notify someone of the issue XX/XX/XXXX : Call with XXXX, where a prompt resolution was promised XX/XX/XXXX : Call with SLS, was told it would be resolved by XX/XX/XXXX, which as noted, in light of the delinquency which began XX/XX/XXXX and the pending loan assignment on XX/XX/XXXX to XXXX is absolutely unacceptable. Per this XX/XX/XXXX call, the wrong county was AGAIN verified.

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