Consumer complaint received 2021-06-17
Company: Specialized Loan Servicing Holdings LLC
State: AK
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On the XXXX of XXXX, 2021 at XXXX XXXX  I made a electronic payment online at XXXX payments to pay my property tax ( property tax # XXXX XXXX through the municipality of XXXX property tax online. My confirmation number is XXXX. Today I made a call this morning on the XXXX of XXXX, 2021 Alaska Standard Time at the XXXX ( XXXX XXXX  XXXX Alaska ( XXXX ) XXXX ) at XXXX XXXX Alaska Standard Time through the Treasury Department XXXX The person who directed my call was XXXX and she told me that SLS mortgage company used my escrow account to make a payment on the XXXX of XXXX, 2021. I told her that none of the SLS employee updated me on that info or call me that they are going to use my escrow account to pay the first portion of my tax property of {$3000.00} and the 2nd portion {$3000.00} will be on the XXXX of XXXX, 2021. I told XXXX since I made {$3000.00} and I wasn't aware that SLS made the payment, would I be able to get a refund? She told me to get a refund back from SLS since i'm not suppose to use my money out of my pocket to pay my property tax since SLS already used my escrow account to pay the first portion of {$3000.00} on the XXXX of XXXX, 2021 without my knowledge. I called SLS at XXXX XXXX Alaska Standard Time and the agent from XXXX named XXXX answered my concerns about me getting a refund but unfortunately, the SLS agent told me that I have to call the treasury Department from the XXXX XXXX XXXX Alaska and get my refund back of {$3000.00} because they already took it off from my Escrow. XXXX transfered my call to the tax department and XXXX said I should get my refund back in 30 days when she know that the SLS already made the payement and she said im not suppose to use the money out of my pocket and XXXX transfered me to a different department to have the SLS go over my refund. The person I talked to is XXXX from SLS. I explained to XXXX that I was instructed by the treasury department employee from the State of Alaska that I should get a refund back from SLS and was transfered to XXXX that I should get my {$3000.00} refund back from them. Unfortunately ; XXXX told me that SLS wouldn't refund me and I should get my refund back from the treasury at the XXXX. I made another call from the treasury Department at the XXXX XXXX XXXX Alaska at XXXX XXXX and the person who direct my call is XXXX. XXXX is very unprofessional and told me that her department couldn't refund me because of the tax year calculation and that the treasury department couldn't refund my money back. With her rudeness and not professional that she couldn't help me out with my refund, XXXX instructed me to reach back to my Mortgage Company SLS and tell them that I need my refund back because they didn't notify me that they made a payment on the XXXX of XXXX, 2021. I called SLS again at XXXX XXXX. and the person I talked to is XXXX and she told me that SLS couldn't refund back my money of {$3000.00} I explained to her that the Treasury Department of the State of Alaska told me I should get my money refund from SLS. XXXX put me on hokd for almost an hour waiting and told me that she reached out tot her supervisor. XXXX told me to call back on the 2nd of XXXX, 2021 and see if I can get myt refund through them. I've been dealing with the XXXX treasury from the State of Alaska and the SLS mortgage for over 1 hour in a half and im just getting different response from different employees. I wanted to get my refund and have this investigated. Thank you.

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