The escrow account is required on all FHA loans and is in place to ensure all taxes, insurance, etc. are paid in a timely manner. You should first contact your lender with questions related to your escrow account.
If you believe your escrow account is being handled incorrectly by your lender, you should first contact that lender in writing, outlining the nature of your complaint. The servicer must acknowledge the complaint in writing within 5 business days of receipt of the complaint. Within 30 business days, the servicer must resolve the complaint by correcting the account or giving a statement of the reasons for its position. A sample complaint letter can be found at: https://www.consumerfinance.gov/askcfpb/1855/how-do-i-dispute-error-my-servicer-about-my-mortgage.html
If the servicing lender does not respond or the borrower is not satisfied, a complaint may be filed with the CFPB. The complaint should outline the violation and identify the violators by name, address and phone number. Complainants should also provide their own name and phone number for follow up questions.
The Real Estate Settlement Procedures Act (RESPA) is administered and enforced by the Consumer Financial Protection Bureau (CFPB). For more information go to the Consumer Financial Protection Bureau website at https://www.consumerfinance.gov/
HECM:
All other general requests for information or clarification of policy on HECM loans should be directed to the HUD's HECM Loan Servicer.
Novad Management Consulting
Shepherd Mall
2401 NW 23rd Street, Suite 1A
Oklahoma City, OK 73107;
Fax Number: (800) 690-9826
HECM Borrower inquiries customer.service@novadconsulting.com
HECM Servicer inquiries hecm.servicing@novadconsulting.com
Non-HECM (partial claims, etc.):
All other general requests for information or clarification of policy on Non-HECM loans should be directed to the HUD's Non-HECM Loan Servicer.
ISN Corporation – Western Operations Center
Attention: Secretary Held Loan Servicing
2000 N Classen Blvd S0uite #3200
Oklahoma City, Ok 73106
Fax Number: (405) 724-7800, (405) 724-7833 or (405) 724-7854
Customer Inquiries: PCServicing@hud.gov