Consumer complaint received 2020-05-01
Company: SELECT PORTFOLIO SERVICING, INC.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Week of XX/XX/2020 : I started refinancing my loan back in XX/XX/2020, we were able to close documents with my new lender on XX/XX/2020. At that point my new lender said that they have made the property taxes payment for me to my county, and just follow up with Select Portfolio Servicing , Inc. ( SPS ) to collect " my '' property taxes money since most likely the county would have declined their payment since XXXX XXXXXXXX XXXX did not want to end up with a double payment. I started my phone calls with SPS to " try '' to collect my property taxes money, the representative that I talked to was very friendly and had good customer service skills ; however, did not have any knowledge of the process, the representative made a note on my account, and I called the following week to get a status. The week of XX/XX/XXXX, I called SPS back, and I talked to another friendly representative, but I could tell that unfortunately this represetative could not answer my questions, so I asked to talk to a supervisor. I was transferred to XXXX, one of the SPS 's supervisors, I explained the situation to XXXX, and he promised to call me back in a week ( I never received the phone call from XXXX  ). 

Week of XX/XX/2020 : I decided to call the week of XX/XX/XXXX to follow up, and I asked for XXXX XXXX no one new who XXXX was! ). I requested to get transferred to another supervisor, and I was transferred to XXXX. I once again, repeat the story to XXXX, she said she would call me back in 72 hours ( that call never happened! ), instead I received a voice mail from a guy named XXXX from the " tax department '' from SPS, stating that the property taxes payment was made by SPS on XX/XX/2020. I did not believe XXXX, and I decided to call my county as soon as I received the voice mail from XXXX to ask for more information ; my county told me that they did not receive the payment from SPS ( or XXXX in this case since they are the third party tax servicing that makes the property taxes on behalf of SPS XXXX, and they received the payment from my current lender in XX/XX/2020 ( what XXXX did, he went online and review my account and realized there was a payment made on XX/XX/2020 ; however, XXXX NEVER took the time to do his homework a little more and try to figure out if the money was from SPS XXXX XXXX XXXX. SPS lie to me on my face! ) ) Week of XX/XX/2020 I called back the week of XX/XX/XXXX, and I requested to speak with XXXX, I was told XXXX was not available to talk to me, I then requested to talk to another supervisor, and I was transferred to XXXX. Once again, I repeated myself to XXXX and " I was asked '' by XXXX to call my county to confirm what I was saying " was not a lie. '' I called my county and I was able to reach a nice lady named XXXX, I asked XXXX if it was ok for her to have a conference call with SPS ( XXXX XXXX, and XXXX said yes. XXXX talked to XXXX and explained that the payment did not come from SPS XXXX XXXX XXXX, but it came from my current lender. I asked XXXX if she was satisfied with XXXX 's answer from the XXXX XXXX XXXX tax collector department, XXXX said that SPS needed to do more research, and she promised a call back in 5 days ( the phone call never occurred! ) Week of XX/XX/2020 : I called back the week of XX/XX/XXXX to follow up and get an answer from anyone at this point, none of the representatives transfer me to a supervisor, I called SPS multiple times to get in touch with XXXX or XXXX and I was told that the could not transfer phone calls directly to supervisors because sometimes they were busy, I kept trying and failed all the time to talk to a supervisor. I was told there was a dispute open on my account ( a dispute when SPS owes my money????? ) In summary, I NEVER received any phone call from XXXX, XXXX, or XXXX. I found this to be extremely unprofessional, frustrating, and annoying. 

Week of XX/XX/2020 : On XX/XX/XXXX, I decided to call a lawyer to get some legal advice about this terrible customer service from SPS. The lawyer could not understand why I was the middle man for SPS and why I was making all these phone calls to everyone ( the answer is simple, I want my money back! ) The lawyer said that it is unlawful for SPS to give me the round around and to hold the funds! He could not understand the lack of information, training, and professionalism from SPS. 

XX/XX/2020 : Today XX/XX/2020, I called SPS to get an update and requested to get transferred to a supervisor, and I was transferred to XXXX. Per XXXX, SPS already received the funds from the third party tax company that pay the property taxes for SPS ( XXXX, this is a month a half later and many, many phone calls from me to find out where my money is, and making conference calls between my county and the SPS supervisors! .... incredible! ) XXXX said that the funds will be sent to me sometime this month ( sometime this month? seriously, that money must be sent to me asap. ) The level of unprofessionalism, lack of information, and the unlawful way I was treated by SPS is out of this world. I really hope SPS is not treating the rest of its customers the way I was treated and the way I am treated. I want to request for these funds to be sent to me ASAP and stop holding these funds and stop giving me the round around, it's been a month of a half of this. I did all the work for SPS.

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