Consumer complaint received 2020-10-25
Company: Specialized Loan Servicing Holdings LLC
State: CT
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Dear Sirs : My name is XXXX XXXX. I live/own at XXXX XXXX XXXX XXXX in XXXX, CT, XXXX. I have a XXXX yr. fixed with SLS. Loan # XXXX. As you can see from my XX/XX/XXXX letter to SLS, they have made terrible errors when performing the annual Escrow Analysis.

As a result of these significant errors in their Escrow Analysis over the past two years, my escrow balance is now short by {$16000.00} and they are pursuing Foreclosure. 

This problem was identified back in late XXXX of this year when I received a phone call from them to tell me that my next payment ( due 5 days later ) was now going to nearly double the amount I normally pay each month. The representative who called actually identified the escrow problem while on that call and asked me to put together a summary letter and gather all documents and send it to them. After sending documents and making many attempts to speak to someone in the Escrow Department, no one from SLS has ever acknowledged my communications or spoken with me regarding a resolution. 

When I called the XXXX number for an email address to send documents to, I was directed only to XXXX. There is no email for the Escrow Dept., however I do have proof that my letter and documents were received via an automated email response. 

I was able to get a number for the Escrow Department ; I kept calling but got recordings saying " the department was in a meeting and someone would call back ''. 
Every month since XXXX of this year, I receive a collections phone call saying that mortgage is overdue, even though I continue to make payments. On each and every phone call I get, I ask to someone in the Escrow Dept. and a person can never be reached. 

As recently as this past Friday, XX/XX/XXXX, the collection agent said " the Escrow Dept. doesn't do phone calls '' but then proceeded to say that someone tried to reach me on two other occasions ( he named the dates XXXX but " they don't leave messages ''. When I insisted on speaking to someone ( other than the collection agent ), he said he would have someone that the department call me at XXXX EST, when I took my break. No one called. 

Please see the attached documents and communications to SLS. It chronicles all of the activity and errors over the past two years. In my communications to them I have asked, since they caused the Escrow Analysis errors, for a reasonable and affordable resolution to make up for the shortage over time. I do not have funds to pay the shortage all at once. I can not afford a monthly payment of {$4800.00}. I do not feel that I should have to refinance and be subject to additional late fees, negative credit reporting, and penalties because of their errors. 

Could someone please help me resolve this quickly. I am panicked and feel helpless since there is absolutely no effective way to communicate with SLS! 

Thank you. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CT XXXX 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