Consumer complaint received 2022-11-09
Company: SELECT PORTFOLIO SERVICING, INC.
State: NV
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
All phone calls were on recorded lines XX/XX/XXXX : I made a mortgage payment of {$21000.00} via check to XXXX XXXX XXXX XXXX XX/XX/XXXX : All XXXX XXXX XXXXXXXX received the check XX/XX/XXXX : The {$21000.00} payment posted XX/XX/XXXX : My mortgage account was transferred from XXXX XXXX XXXX  XXXX ( XXXX ) to Select Portfolio Servicing, Inc ( SPS ). 

XX/XX/XXXX : I was told, by an employee of SPS, that my access to make online payments would not be available until XX/XX/XXXX, and that I could wait to make the payment until then if I wanted. 

XX/XX/XXXX : I made a mortgage payment and noticed my account was overdue for an XXXX payment for {$21000.00}. 
XX/XX/XXXX : I made a call to SPS to determine the cause of the issue. a representative told me that the previous accounts holders, XXXX, did not have proof of payment on the ledger when SPS made their initial inquiry prior to taking control of the mortgage account. I requested that they open a ticket to resolve the discrepancy. I was told to wait 10 business days to see the resolution from their investigation team. 
XX/XX/XXXX : I spoke with a representative of XXXX over the phone to determine why the payment was received but not documented. The representative told me that the loan payment was received XX/XX/XXXX and that SPS must have used information gather prior to that date. I requested email confirmation of what was discussed in the call. 

XX/XX/XXXX : I received an email from XXXX stating the date of the payment receipt. 

XX/XX/XXXX : I receive a call from SPS inquiring about my " missing '' payment. I let them know that there should not be a missing payment and I have them speak with my executive assistant about gathering the proof of payment. My assistant sends over the email from XXXX as an attachment as well as a screen grab from my bank showing the posted date, check number and amount. 

XX/XX/XXXX : I call SPS asking on the status of my account, because the online portal still shows a missing XXXX payment and that both of my recent payments are categorized as " Unassigned. '' I am told that they are still working on correcting the issues and that it can take some time. I told them that the proof requested was submitted via email and the representative confirmed that they did receive it and that it is noted on my account. I was left without a resolution. 
XX/XX/XXXX : My assistant, who is approved to manage the account on my behalf, resent the attachments with a request for a timeline of the resolution with no response. I gave them notice that we would file a complaint with the CFPB our request is ignored. 

XX/XX/XXXX : I make the {$21000.00} payment for XXXX and the account is still missing the XXXX payment. I make a call and request an update. Told the representative the entire timeline of events and I ask to escalate the ticket ; they look at the ticket and say that they have until XX/XX/XXXX to resolve the issue. They tell me that I can not request an escalation until that date passes. I request that they correct this issue and to not incorrectly report a missing payment to the credit bureaus. She said it shouldn't if the account is being actively investigated. I ask for her response in writing, and I am told that they do not do that and that the call is recorded. 

XX/XX/XXXX : I call SPS again and relay the timeline of event to the representative, I am told they received messages from XX/XX/XXXX and XX/XX/XXXX and it on my file. I ask to escalate the ticket and I am told that they do not do that for these issues. I relay what the last representative told me and then this representative tells me that he has escalated the ticket. He asks what else he can do for me ; I ask that they do not falsely report this account to the credit bureaus, and he proceeds to tell me that they must report this and if I want to get it fixed after the ticket is resolved then I can ask them at that time.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation