Consumer complaint received 2022-01-24
Company: SELECT PORTFOLIO SERVICING, INC.
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX, I refinanced by property at XXXXXXXX XXXX XXXX XXXX XXXX Florida. 

Once the loan was funded I received notification that the servicing company was going to be XXXX XXXX XXXX and I established automatic payments for the new mortgage payments to be taken from my bank account. 

On XX/XX/XXXX, I received a letter from the bank saying that they were going to be switching servicing companies to Select Portfolio Servicing ( SPS ) effective XXXX XXXX. 

On XX/XX/XXXX, i received a goodbye letter from XXXX XXXX XXXX  saying the loan had been transferred back to themselves On XX/XX/XXXX i received a welcome package from SPS stating that they were the new mortgage servicer and as a result I set up automatic payments out of my bank account with the new servicing company. 

On XX/XX/XXXX, I called XXXX XXXX lending to ensure that the loan had been transferred as I did not want to make double mortgage payments. I spoke with customer service and they made it clear to me that they were tho OFFICIAL servicer of the loan and that SPS had no right to contact me and they said that I needed to continue to make my regular monthly payment to them or they would report a derrogatory on my credit report. I then called SPS and reported the problem and they empantically stated in contradiction to XXXX XXXX XXXX  that they were in fact the OFFICIAL loan servicer and they had document to prove it. They also suggested that if i did not pay them they would report it negatively on my credit report. 

I have been forced to make double mortgage payments since XXXX. Neither company will contact the other to help resolve this issue. I have made contact with each of the respective companies in excess of 15 times to report the issue and both insist that they are the correct servicer. Meanwhile my bank account has been drained. 
I am now broke. Neither company is wroking to resolve nor refund the excess payments and none are willing to resolve this issue. 
I have spoken with the highest levels of management from both companies and they express to me that nothing can be done within their scopes of authority to fix the situation. 

I need the government to step in an help resolve this and get my overpayments back. 

i have been shuffled around like a deck of cards from one lame customer service agent to another. I honestly can not tell you who is worse ... .Select portfolio servicing or XXXX XXXX XXXX. In my opinion they both are less that a XXXX out of XXXX. 

I am sure that there are laws in place that are supposed to prevent things like this from happening to a consumer. The long and short of it is that the companies hide behind their phone systems and emails and largely ignore the situation. 

I recently was advised 2 days ago that XXXX XXXX XXXX was going to transfer the loan to SPS on XX/XX/XXXX but they would not be refunding me my overpayment. 

PLEASE HELP ME get my money back. This is not right!!!!

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