Consumer complaint received 2020-03-03
Company: SELECT PORTFOLIO SERVICING, INC.
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Select Portfolio Servicing , Inc. is our Mortgage Servicer. 
They are " supposed '' to process our Mortgage Payments and they can not consistently master this task. 
Mailed {$3100.00} for XX/XX/XXXX-XX/XX/XXXX-XX/XX/XXXX-XX/XX/XXXX-XX/XX/XXXX. payments. 
They processed a few months then I had to call to find out where my payments went, they either put it on Principal Only or Unapplied funds which is not where it is to go. 
It is to be applied to my future mortgage payments. 
My check was cashed on theXX/XX/XXXX2020. 3 payments were done on theXX/XX/XXXX Nothing more. 
I called on theXX/XX/XXXX had to ask for a Manager. 
Manager XXXX says our account should not have been partially processed ; but she can not communicate to the Cashiering Dept., she emailed the Cashiers dept. and called me at XXXX to let me know she was still waiting to communicate with them. 
I called SPS on Tuesday, XX/XX/XXXX, payments STILL not fully processed. 
XX/XX/2020 payment was put in principal only and NOT towards our mortgage even with notes in our file that prove future payments can be made and applied to our mortgage.

Let 's
be honest, SPS knows they do what they do and no matter what steps are in place to assist the consumer they do the improper steps and don't care about the consumer 's stress level. 
I was told today that, " the processing of my payments are in line behind their other million customers. '' By Supervisor XXXX XXXX. 
When my check was partially processed on the XX/XX/XXXX there should have been no reason to stop processing the last payments, then to he told I have to wait for the other million customers?? Seems like my number was already called. 
When I ask for a document that shows my payments were made on what day, SPS sends me an 8x11 '' piece of paper with 25 line items no larger than 3-1/2 '' x 4 '' so I can not see what has transpired with the money we have sent to he assured SPS is not scamming us, so technically there is no way to see what transactions were done. 
Their website does not properly show transactions or payment history either, so there truly is no way to audit what they are doing. 
Even checks are processed as ACH so it does not show a papertrail of payments if needed. 

Seems dangerous for a company of a " million mortgages '' to not have to show any accountability. 

Why this company is still in business just shows that predatory servicers get to do whatever they want with no consequences whatsoever. 
This is not my first complaint and probably not my last with this company as long as they are allowed to take customers for a ride and misapply/process payments. 
They are not allowed to collect Escrow on our account due to misapplication of our escrow funds, ultimately, I would like another Servicer and should not have to refinance out to change since they do not report our mortgage payments to credit agencies, XXXX, XXXX  and XXXX, our credit report lacks that important transaction. 
( Once again, another reason for them to abuse their power as a mortgage servicer. )

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