Consumer complaint received 2017-09-19
Company: Specialized Loan Servicing Holdings LLC
State: OH
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
- call on XXXX/XXXX/XXXX to SLS to request my escrow account be deleted as I 'd like to pay the taxes and insurance myself - was told at that house was at 82 % debt ratio and the escrow could not be removed until it hit 80 %. I asked many questions and the representative hung up on me after being on the phone with them for 20 plus minutes - second call to SLS on XXXX/XXXX/XXXX. i again requested the my escrow be deleted. This representative again informed be that the escrow could not be deleted but said i could request my house be reappraised and that should take care of the situation and i could then have the escrow account removed. At that time I requested my house be reappraised and was given an email address to send that request to as they informed me that i could not make my request via phone. I was also told the reappraisal process will take 15 days to complete. I sent an email to the address given on XXXX/XXXX/XXXX to request the reappraisal take place. 

- third call to SLS on XXXX/XXXX/XXXX to follow-up on the reappraisal. the representative told me that she could see the request for the reappraisal but would give my no other info. i asked her about the removal of the escrow account and she said it was declined - XXXX/XXXX/XXXX i called my county to have them bill be directly for taxes, and insurance to have them bill me direct. both acknowledge and made the appropriate changes. 

- forth call to SLS on XXXX/XXXX/XXXX - called to inform SLS that i had contacted my county and insurance to have them bill me directly and both complied. They said fine at that time and said the escrow account would be deleted and updated by XXXX/XXXX/XXXX. 

- fifth call to SLS on XXXX/XXXX/XXXX - called to reverify that my escrow account had been deleted and i was given correct info. the representative that i spoke to acknowledged that my escrow account was deleted and the account would be updated by XXXX/XXXX/XXXX - received a letter via mail from SLS stating my request for an appraisal was sent to the wrong area and was denied. That i would need to hand write and send via mail to a PO Box . This was done even though i followed the process the representative told me to follow to request the reappraisal, which was send an email to XXXX.XXXXXXXXXXXX.XXXX - sixth call to SLS on XXXX/XXXX/XXXX to question the mailer received on XXXX/XXXX/XXXX. Representative stated the mailer was sent to advise me of the appraisal request. 

I simply would like my house reappraised and my escrow to be deleted. SLS has my house appraised at XXXX, and my county has it appraised at XXXX. Appraised at XXXX I 'm well out of the guidelines. Couple things to note : when i originated this loan i selected that the escrow account be added, it was not forced. Since my loan has been sold. Lastly i will state that the only reason that i want my escrow account cancelled is because SLS has a {$900.00} cushion built in my escrow account, and i do n't want them hanging onto my money when i could put it to better use. I have s credit score of over XXXX and should be allowed to cancel my escrow when i want as i selected to set it up. Please help! 

Company name is : SLS XXXX XXXX XXXX XXXX XXXX XXXX XXXX, C ) XXXX

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