Consumer complaint received 2019-03-19 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Specialized Loan Servicing Holdings LLC
State: HI

Complaint narrative:
The mortgage servicer, Specialized Loan Servicing LLC, took over our mortgage when it was sold to them XX/XX/XXXX. Since this time they have continued to collect an escrow amount to pay our biannual property tax bill of {$180.00}, which was due on XX/XX/XXXX. They sent us an email dated XX/XX/XXXX stating they paid the property tax bill. However, when I called the County Real Estate Property Tax Department they had in fact not received a property tax payment from Specialized Loan Servicing LLC. Since then I have sent numerous letters, phone calls to resolve this issue. Specialized Loan Servicing LLC stated in phone call that they paid bill which is why they were ignoring my previous communications. To date, nothing has been done to rectify this situation. We paid our property tax bill on the due date to avoid a tax penalty. Specialized Loan Servicing LLC is continuing to collect our escrow payment each month. Currently we have paid {$360.00}, the amount of {$180.00} they took from escrow account, and the {$180.00} we had to use to actually pay the property tax bill. According to County Real Estate Property Tax Department the new mortgage servicer is suppose to notify them that they will be paying the property tax which to date, Specialized Loan Servicing LLC has not done. Also if Specialized Loan Servicing LLC paid the property tax ( as they stated in an email ) they need to send a copy of the receipt to the County Real Estate Property Tax Department verifying payment. To date, Specialized Loan Servicing LLC has not sent any documentation to the County Real Estate Property Tax Department to verify payment of property taxes, if in fact, they actually made the payment.

To date NOTHING has been done. It seems on their end, they have a record of paying our property tax and we can't get anyone from Specialized Loan Servicing to actually find the receipt of payment of these property taxes to send to either the Property Tax Department or to us-so that we can resolve this issue. Or is it more likely, they never made a payment as the Tax Department has NOT received any notification that the Specialized Loan Servicing LLC is in fact going to pay the property taxes. Our previous mortgage company which was a bank, paid our property taxes for the last 13 years without a problem. It is concerning as this property tax bill is $ XXXXyear and Specialized Loan Servicing LLC continues to collect a monthly escrow to pay property taxes but in fact is NOT paying them and we then, are having to pay them-nothing is being done. There is something very wrong with this scenario and their staff seems as if they are fumbling to read some statement but have no genuine knowledge of their own protocols-it is disturbing. 

We have copy of paid property taxes that we paid on XX/XX/XXXX. 
We have a copy of an email from Specialized Loan Servicing LLC stating they paid taxes, dated XX/XX/XXXX. 
We have copies of letters we sent to both their Tax Property Department ( P.O. Box in New York ) and another letter to their Error Department ( P.O. Box in Colorado ). It seems Specialized Loan Servicing is specialized in NOT servicing our loan. Please can you help us as we are worried moving forward as we have no control over how these large financial institutions sell/buy mortgages and accountability is problematic.

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