Consumer complaint received 2019-03-27
Company: SELECT PORTFOLIO SERVICING, INC.
State: WA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
We got a home loan through XXXX XXXX XXXX in XXXX. XXXX XXXX sent us a {$3200.00} check for overpayment shortly after we closed, and sold our note to its processing company, SPS Servicing. 
When the first monthly mortgage bill came from SPS ( which was either XX/XX/XXXX or XX/XX/XXXX ), I noticed that our payment had decreased from {$3100.00} to a new payment of {$2600.00}. 
I went on line to try to figure out what had happened, and it became apparent that the initial refund was from what they thought was an overpayment to the escrow account.

I called right away -- because I realized, they were now collecting {$47.00} monthly for our taxes and insurance, when they should be collecting {$460.00} each month.

The person I spoke with at SPS told me to just keep paying the extra {$460.00}, and that it would go into the escrow account. So I did what I was told, and in the next statement, it showed that payment going toward the principal instead of the escrow account.

Greatly alarmed, I called SPS again in XX/XX/XXXX and requested an Escrow Audit, and asked that the {$460.00} that was supposed to go to my escrow account be corrected. The person on the phone said that she would start the process for the audit, and get the money put in the right place. ( I had been using my bank 's electronic bill payer through this time. ) On my XX/XX/XXXX payment, I sent it by check and wrote on the coupon, that the overage was to go to escrow -- but of course that didn't happen. I called SPS on XX/XX/26 and spoke to someone named XXXX when I saw that YET AGAIN, the extra {$460.00} was put towards the principal, despite me sending a check and writing on the payment coupon that the overage was to go to the escrow account. 
XXXX seemed to have a hard time understanding why I was upset about my payment being less. She had an extremely hard time grasping the fact that SPS was collecting HUNDREDS of dollars less than I needed to fund my escrow account to get my taxes paid. She had to go talk to a supervisor for about XXXX minutes, and when she came back on the line, she said she FINALLY understood what I was saying. I requested an Escrow audit AGAIN and she said SPS would follow up by mail within 10 business days. 
The payment coupon for XXXX just came, and I can't figure out what they've done with the {$460.00} that I YET AGAIN designated to be applied to the escrow account. I have been dealing with these people for 5 months now, and they have promised to make everything right and have done exactly NOTHING. All of my overpayments toward my escrow are NOT in my escrow account and I have received NO correspondence about correcting these ongoing errors nor have I received any correspondence about the Escrow Audit. 
I will now be socked with a massive tax bill at the end of XXXX, and I am done playing with these incompetent and unresponsive people.

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