Consumer complaint received 2016-12-13 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Specialized Loan Servicing Holdings LLC
State: NY

Complaint narrative:
SLS purchased the servicing of my mortgage from XXXX at the beignning of XX/XX/2016. They sent me notification of the change. I registered as a new customer on the website. I started getting robocalls from them saying register on the site. NO message other than to register. ON the website no messages. When I tried to call they do not answer but put you on voicemail. Then I get a letter saying they are purchasing insurance for me since I do n't have it. I try to get in touch with them and again get in a voicemail loop. They purchased insurance for $ XXXX and when I finally in touch with someone on the phone to say that I had and have had homeowner 's insurnace continuously for the last XXXX years they said ok and sent me a letter saying that the insurance they had ordered had been canceled and my account had been refunded. Then in XX/XX/XXXX they raised my monthly mortgage payment by {$100.00} with no notice ... when I called and called and called and finally got to speak to a person, she said it was because of fluctuations in tax assessment ... I said that 's impossible since I have a tax abatement ... she said she would check. I called and called an called again and another agent said it was because I did n't have exterior insurance and so the escrow to cover the insurance had to be raised. I went through the whole song and dance about being ina condo and exterior insurance being covered by the association. Then she said it was because I did n't have homeowner 's insurance and XXXX had to get it for me. I never had a lapse in insurance coverage. they said it was because I did n't have insurance on the exterior of the building. I registered a complaint here and there was supposed to be an investigation ... this complaint agency just notifies the company and then let 's the company respond with " We need more time. '' After a certain period this bureau just erases the complaint or deactivates it. I saved a pdf of my complaint and it disappeared ... .SLS is buying insurance without due diligence to determine if a homeowner has insurance already, is giving that business to their own business associates, increasing mortgage payments without proper notification, probably targeting older people who are not aware and then creeating an overdue balance that they can later scoop down on and foreclose on ... they are also probably targeting properties in areas in which the values are going up. They do not accept phone calls directly but put you on hold or through a voicemail system and no one returns calls. They have no email address to contact them. The XXXX fax number that they provide is always busy and does not accept faxes XXXX I tried to send a fax documenting the insurance XXXX and it did not go through ). This company is scamming people. They were supposed to do a stats analysis of my escrow account ... but they have not credited my account with the $ XXXX charge for insurance but factored that into my escrow and now my mortgage payment has increased to {$30.00} more than then original fee. They are crooks. I want my mortgage amount back to the original amount agreed on.

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