Consumer complaint received 2017-03-07
Company: Specialized Loan Servicing Holdings LLC
State: TX
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
On XX/XX/XXXX, I purchased a duplex property with the address XXXX, TX XXXX. I bought the duplex through XXXX, who transferred the servicing of my loan to Specialized Loan Servicing , LLC ( SLS ). I have an escrow account required for the loan, which SLS services. In XX/XX/XXXX, when the property taxes for both sides of the duplex were due, SLS paid the taxes for only XXXX. I did not notice the unpaid taxes until I received a deliquency notice from the XXXX County Tax Assessor. On XX/XX/XXXX, I contacted SLS by phone to inquire about delinquent property tax notices I had received for my home loan XXXX : XXXX . I contacted SLS because my loan requires an escrow account and SLS is required to make the appropriate tax and insurance payments under the loan servicing agreement. I spoke with an agent who was very apologetic and confirmed this was an error. The explanation given was that SLS ' had mistakenly paid the taxes on only XXXX parcel of the duplex property. She thanked me for bringing the error to SLS ' attention before the delinquency date for the property taxes and said that they would rectify it promptly. I accepted this resolution and notified the agent that I would be sending a qualified written request ( QWR ) including the county tax assessor 's bills as documentation of the issue. I sent this QWR the same day to the address of SLS ' XXXX tax office given by the agent. By XX/XX/XXXX, I had not received any further contact from SLS as required by the 5-business day window for acknowledgement of a QWR. By XX/XX/XXXX, I still had not received any contact from SLS despite it being 20 business days from the date of my QWR. I was still receiving bills from the county tax assessor and my taxes were listed as delinquent. On XX/XX/XXXX, I called SLS and was told by the agent that they had received my QWR and had an open ticket in their system for the issue. She assured me I would receive an explanation by mail on XX/XX/XXXX. By XX/XX/XXXX, I had not received any correspondence from SLS. By XX/XX/XXXX, it had been 6 weeks since SLS first promised to resolve this issue. Due to the advanced state of delinquency and SLS ' failure to resolve my issue, contact me in any way, or issue their legally-required response to a qualified written request under Section 6 of Real Estate Settlement Procedures Act ( RESPA ), I sent a demand letter outlining my complaints and requesting the full amount of property taxes due, which was now inflated by XXXX dollars due to penalties and interest. By XX/XX/XXXX, I received my first and currently only response from SLS which stated that they were looking into my issue but did not give me any resolution or a timeframe to a resolution. On XX/XX/XXXX, I paid the full amount of my delinquent property taxes myself to avoid incurring any more penalties. I intend to file suit against SLS for their egregious mishandling of my mortgage despite reaching out several times to them and trying to reach an amicable resolution.

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