Consumer complaint received 2023-08-15
Company: SELECT PORTFOLIO SERVICING, INC.
State: WI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I have owned my house for 30 years and always paid my payments on time. I am having a major problem with my lender Select Portfolio Servicing, they are unorganized and creating problems for me with their bad accounting and I really don't know who to believe there. I am now behind on payments through no fault of my own and they are becoming aggressive and telling me if I don't pay up they might start foreclosure. I have been on automatic debit payments with SPS since they took over my loan and my payments always were drafted on the XXXX. In XXXX someone was able to hack into my son 's bank account, which was connected to mine. They were able to get the money out of both accounts and these scammers took it all, probably over {$2000.00}. I immediately called SPS and told them what had happened and I said that I would try to catch up the following month because the payment for XX/XX/XXXX was not going to go through. The agent told me that is fine, we will make a note of it. Their agent said that the SPS system showed that the money had already been drafted from my account. I was certain that it would get returned because of insufficient funds. We were waiting to hear back from the bank. Then I got a letter from them that said that the XXXX payment did clear. I was confused because there was not funds available when the payment was due. I went into my bank in person and went through their records. There was no paper trail to show that the XXXX payment went through, but the letter they sent me said that it did go through? 

Once we got to XXXX we were confused and not sure what was going on. I made the XXXX payment online after the usual due date because we had cancelled the automatic debit. SPS verified that they received it, but then our next statement said this payment was applied to XXXX? They had already sent a letter saying that they had received the XXXX payment? What is the truth here?? 

I called in and complained and they said they would look into everything. The XXXX said SPS never received the XXXX payment. If that is true why did they send the letter?? When I tried to make the XXXX payment I was sent a revised balance sheet and there were additional fees. I really don't know what is going on or what I owe. The last time I called I talked to a guy who said I was XXXX months behind and that I better get caught up or I am going into foreclosure. I don't deserve this treatment. I always paid SPS and something happened to us because of scammers and they are blaming me. I served my country for XXXX XXXX  in the XXXX XXXX and then worked for XXXX in the warehouse and then as a driver. I began having back problems and left that job and worked part time in food service as deli supervisor at a local school. Due to my physical problems I am no longer able to work there and live on fixed income along with the contribution from my son. I don't have a problem making the mortgage payment, I have the ability to pay but it seems like Select Portfolio Servicing has problems with bookkeeping. I would really like to see an accounting of the payments that I have made and how they were applied and also list what fees I have been charged and a full explanation of this situation.

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