Consumer complaint received 2019-05-23 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — 
Company: Specialized Loan Servicing Holdings LLC
State: HI

Complaint narrative:
The property in question belonged to my late father who passed away in XXXX of XXXX. It is a rental property with a main house and a cottage. While trying to untangle his estate, ( he left no will or instructions and owned a few rental properties ) I was informed by our insurance agent that the main house didn't have Wind Insurance on it. He said that every time he sent payment instructions to the mortgage company, XXXX XXXX XXXX, they would only pay for one building stating that they were being double billed. We decided to refinance the property in order to 1. Get a better interest rate and 2. To clear up the confusion with the insurance. I was not aware at the time that I could just purchase insurance on my own. We started the refinance process and signed in late XXXX. On XX/XX/XXXX, the new lender, XXXX XXXX requested a pay-off quote. They received it and wired the funds in the amount of {$520000.00} I received an e-mail dated XX/XX/XXXX, stating that the payoff was short {$2300.00} due to a shortage in my Escrow account and that I needed to wire the funds by XX/XX/XXXX or the funds would be returned to XXXX XXXX. I called XXXX, the agent who did the refinance to find out why this happened. They wouldn't give her an answer so we called together. We spoke to an agent and he told us that they had made a disbursement to pay for our insurance. We went around a few times trying to figure out how to resolve this without me wiring more money because he stated that they would refund me anyway once they closed everything on their end because it would result in an overpayment. 
I went to the bank on the XXXX to wire the money. On the XXXX, the bank called me to let me know that the wire didn't go through because of a typo on the account number. So I called XXXX back to see what my options were. At that point, the agent was saying that the new payoff amount was {$530000.00}. I was confused as that was over {$10000.00} more than the first amount they asked me to wire. He had no answer for me as to why this was. 
I then called XXXX back. After a few phone calls and going back and forth, we learned that SLS had purchased another windstorm policy on the main house for XXXX. As it was a force-placed insurance plan, it was over {$4000.00}. This was for XXXX and it was now the middle of XX/XX/XXXX and on XX/XX/XXXX, I received a letter dated XX/XX/XXXX informing me of this. I called them because I thought this was a huge mistake for them to charge me an astronomical amount for insurance that I never had. At some point, XXXX let me know that SLS said that I would need to pay them an additional {$10000.00} due on XX/XX/XXXX to cover the shortage. She also sent proof to SLS that the property now had the proper insurance on it. No one called after we sent the documents so I called them back and spoke to XXXX. I told her what my situation was AGAIN, ( which I found I had to do every time I called ). XXXX said that this didn't sound right and she would create a ticket so they could look into this and they would get back to me in 2-3 weeks. I told her that I didn't have that kind of time and could I please talk to someone sooner. She agreed and told me that a supervisor would call me by the following Tuesday. So on Tuesday I did receive a call, yay! It was XXXX. I asked him if there had been a resolution and he asked me to give him more information. I had to then retell him the situation again. He then says that he would have to transfer me to someone else because he couldn't help me. I said " But you're a supervisor ''. Well, he was not a supervisor but he was calling me to let me know that my mortgage payment was late and he was needed to collect. I asked him to give me to someone who could help me and he transferred me to XXXX in the insurance department. I then told her the situation and she was very kind and promised to help me resolve this and would be with me every step of the way. She asked me to upload the forms again. I got no follow up. So a few days later I called again, went through the same process again with the exception that I now knew which department to ask for which was the insurance department. This is now XX/XX/XXXX. I got completely stonewalled by XXXX. She told me that they had every right to place that insurance on me since I didn't have it, regardless of the facts thaXXXX 1. We tried to get them to pay the insurance bill and they wouldn't and 2.  They literally placed the insurance on our account and cancelled it on the same day in XXXX. Also, I never received the XXXX XXXX till late XXXX. To move forward, I had to pay an additional {$10000.00} so that XXXX XXXX could re-wire the pay-off.

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