Consumer complaint received 2022-02-01
Company: SELECT PORTFOLIO SERVICING, INC.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
A letter dated as sent by XXXX XXXX XXXX XXXX ( the initial servicer of my mortgage loan ) on XX/XX/XXXX informed me that the servicing of my mortgage loan would be transferred effective XX/XX/XXXX. 

A phone call with a XXXX XXXX XXXX XXXX representative around the 1st week of XXXX ( no later than XX/XX/XXXX according to memory ) confirmed the address and loan number of the new servicer. 

Their representative confirmed the new loan number was XXXX and that the check for the monthly mortgage payment for XX/XX/XXXX should be mailed to Select Portfolio Servicing, XXXX ( SPS ), XXXX XXXX XXXX, XXXX XXXX XXXX, UT XXXX. 

The check for XX/XX/XXXX was sent to the above address with the aforementioned loan number, and posted on XX/XX/XXXX with the stated funds taken from my account. 

Contact from Select Portfolio Servicing later in the month of XXXX alerted me that the monthly mortgage payment for XX/XX/XXXX was still outstanding, despite my bank reporting that the check posted and that the funds were withdrawn from my account. 

I contacted a representative from Select Portfolio Servicing who informed me that the loan number provided to me on the letter sent by XXXX XXXX XXXX XXXX was incorrect, and that the correct loan number was XXXX. 

To my memory, I was informed that a case would be opened to investigate why the payment was still listed as outstanding on my account, despite the check posting. I was told by the representative, to my memory, to call back in a week or so, given the current delays faced by their relative department. 

I contacted a representative from Select Portfolio XXXX on XX/XX/XXXX, who informed me that the payment was still outstanding on the account, and that they were missing required proof of the check posting. To my knowledge, I had sent confirmation of the check posting to their requested email address at the time of our first conversation. Nonetheless, on XX/XX/XXXX I sent proof of the check posting, and I was told that the case would be further investigated, and that I should call back in a week or so, given the ongoing delays faced by their relative department. 

I contacted a representative from Select Portfolio Servicing on XX/XX/XXXX, who informed me that the case was still active, but that there was no resolution at the moment. I was told to stay patient and monitor my online account portal for prompt discovery of whether the issue had been successfully resolved. 

Later in the month I sent a check for XXXX 's monthly mortgage payment to the aforementioned address, and received notice that it posted on XX/XX/XXXX. 

Upon viewing my online account portal, I discovered that XXXX 's monthly mortgage payment was no longer outstanding, but that XXXX 's monthly mortgage payment was now listed as outstanding. 

I contacted a representative from Select Portfolio Servicing on XX/XX/XXXX and was told that the case involving the investigation of my initial check for XXXX 's monthly mortgage payment had now expired. I was told their colleague had incorrectly categorized the case at the time of my initial correspondence with them, and that they would start a new case and correctly categorize and document it.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation