Consumer complaint received 2018-11-18
Company: Specialized Loan Servicing Holdings LLC
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
In XX/XX/XXXX our mortgage co who was originally XXXX XXXX sold our mortgage to Specialized Loan Servicing. Shortly before the sale of our mortgage XXXX XXXX completed an escrow analysis and raised our payment slightly. Our taxes and insurance are all escrowed into our payment. We were not aware of any issues on our account until in the process of selling our home in late XX/XX/XXXX. We have two tax parcels, during the sale process we were informed that part of our taxes were unpaid. SLS claims they did not receive the information on the smaller lot. SLS said they sent in a request for the tax claim certificate to the tax claim bureau. After getting told this multiple times and not getting results I called to tax claim bureau myself. I was informed by them that they only deal with delinquent taxes and they never received any request from SLS. They forwarded me to the county treasurer. The treasurer also never received any requests and told me I needed to contact my township office. My township office has an outside company that handles taxes which is also the same company that handles the school taxes that were unpaid. I had already spoken to them in the past I knew they had received any requests from SLS. The tax company informed me that SLS did not need a certificate in order to pay the taxes however on Monday XX/XX/XXXX while I was on the phone with SLS 's tax department my wife called the tax collection company and they sent all the information to SLS while we were on the phone. SLS still claims to be waiting on a tax certificate and refuses to pay the bills. During one phone call they claimed to not know who the tax collection company was even though they have paid other taxes to them in the past. They keep giving us the run around saying they have to re-review everything and get back to us. We have been given at least 4 dates when things would be handled by but they are never resolved. We have contacted XXXX XXXX and were told that when they sold our mortgage both parcel numbers were included in the paperwork. SLS has  even gone as far as sending us a new escrow analysis saying our payments will be going up due to a shortage starting XX/XX/XXXX. That proves they have the information needed to pay the taxes yet continue to lie about not having it. They are also telling us there are not enough funds in our escrow account to pay the tax bills and no explanation as to where our money has gone. I have been paying around the same amount a month as I always have since I purchased my home in XXXX. Every escrow analysis done since XXXX have been under {$200.00} in shortages due to taxes changing. SLS claims there is a shortage of over {$900.00} in my escrow for the upcoming year. We have been calling almost everyday and are getting nowhere. Supervisors refuse to call us back as promised and will never transfer us to higher management. They claim to not be able to access our records and need to start fresh every time we call. Even supervisors we have previously spoken to act like they have no idea what we are talking about.

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