Consumer complaint received 2023-08-25
Company: SELECT PORTFOLIO SERVICING, INC.
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process
Sub-issue: Trying to communicate with the company to fix an issue while managing or servicing your loan

Complaint:
I sold my home in XX/XX/2023. XXXX XXXX XXXX notified SPS Loan Servicing that the property would be sold, and a payoff quote was required. SPS requested a payoff of {$210000.00}, which included an overpayment of approximately {$2300.00} related to the escrow account. The first issue is SPS failed to reconcile my escrow account before the sale and overcharged by roughly {$2300.00}. 

After the closing, I contacted SPS to request an escrow reconciliation, which they provided dated XX/XX/2023, and mailed to XXXX XXXX XXXX, XXXX, XXXX XXXX, and I received via USPS. 

Since the property sale, I have continuously called SPS to get my escrow account refund. Each time I called, I was informed that a check had been mailed, and they would proceed with re-issuing a new check and a stop payment on the old check. Note that the USPS had been notified to forward all my mail to my new mailing address, and no check was ever received. 

On XX/XX/2023, an account representative informed me that the check had been cashed on XX/XX/2023, and no new check would be reissued. I have two issues : ( 1 ) I had called several times before XX/XX/2023, and this is the first time I've heard of an issue, and ( 2 ) I never received or cashed this check. During this call, I requested a copy of the cashed check to move forward and file a fraud complaint, and I have yet to receive it via USPS. 

On XX/XX/2023, I called SPS, letting them know I had not received any correspondence regarding my request for a copy of the cash check. I was told it would be re-requested to be mailed out again, AND I am assuming to be mailed out again means via USPS, not paperless on their platform, which I can not access anymore. 

On XX/XX/XXXX and XXXXXXXX XXXX I received two emails to review my SPS account for new correspondence. On XX/XX/2023, I tried logging in several times and seemed locked out of the account. This was not the case on XX/XX/2023 ; I logged into their platform successfully to see if any requested information was placed there without any issues. 

On XX/XX/XXXX, I called SPS twice to have a representative help me reset my account password to access their platform to review my documents. I was informed that I no longer have access to their platform since my loan has been paid off ; however, they're sending paperless communication through that platform and not using USPS. 

For the last six months, I have been trying to get back my overpayment of approximately {$2.00} from SPS Loan Servicing. Had SPS reconciled my escrow account before the sale of my house, this would not have been an issue. I don't understand how a loan processing center doesn't have accurate financial records, as I know they're subject to regulatory audits. 

I, XXXX XXXX, swear that I have not received a check from SPS related to this issue, nor have I cashed this check. I have been jumping through hoops with them, and I need this resolved as I need my refund. Below is my name, account number and property address. 

XXXX XXXX Account Number : XXXX Property Address : XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX, FL XXXX

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