Consumer complaint received 2017-08-18
Company: SELECT PORTFOLIO SERVICING, INC.
State: OK
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
This is a copy of the complaint I 've sent to Select Portfolio Servicing , Inc . I called to make a payment on my mortgage. Customer service took the payment over the phone. My payment was for {$1000.00}, she repeated everything to me and took payment. XX/XX/XXXX, when I checked my checking account {$1400.00} was taken out, she must have hit a 4 instead of 0, Im assuming. The same morning, I called and explained to customer, also stressed that I need the {$400.00} back into my account that I have no money to live by for two weeks, and that I have other payments coming out and I will be charged an extra {$33.00} for overdraft fees. Customer service, told me they would make the corrections and the {$400.00} will be deposit back into my checking the next day or the following Monday. XX/XX/XXXX, I checked my account and there wasnt a deposit, I called again stating the whole incident with the girl taking too much out of my account and was told the cashiering department denied the reimbursement because they couldnt reimburse just the {$400.00} that it would have to be {$1400.00}, I would have to resubmit a payment and that I would need to send in my bank statement showing the overdraft fees and showing the {$1400.00} had been taken out. I ask why I wasnt told that, so that I could have already done that and stressed to this person that I need the money back into my account because I have no money to live by and that other payments will be coming out. I said, I need a number to call to make sure they had received it, I was told there is not a number for me to call the cashier department that I would have to call customer service back, I asked if I could get his extension so I could call him back, so that I didnt want to go through the whole story again. I was told there isnt an extension number that my account would be noted and anyone could help me. Within minutes of the call, I faxed all the information to fax number XXXX, and called to make sure they had received it. I again stated the whole incident with the person taking too much out of my account, I was told they had received it and they are processing it. I called customer service to make sure, and glad I did. I explained the whole deal with the person taking too much out of my account, I asked her to refer to the notes. That person stated the opposite of what I was told that they couldnt reimburse the {$1400.00} that they could only reimburse me the {$400.00}, I said thats all I want is the {$400.00}, I didnt ask for the entire payment that I was told that they couldnt just give the {$400.00} and that its not showing that a reimbursement has been processed, so customer service call the cashier department and they said they had not received a fax from me that I will need to send my bank statement. I explained that I already sent it over and that I have confirmation that it went through, and was told just because it shows on my end doesnt mean that they received it. I said okay, I will send again because... again, I need my {$400.00} back into my account because I have no money to live by and other payments will be coming out of my checking account and was asked what number I faxed it to, gave them the XXXX. I call again, and get another customer service and explain the whole deal with the person taking too much out of my account, I asked her to refer to the notes. They put me on hold and said they have not received a fax from me. I ask to speak with a supervisor and was put on hold for 30 minutes and the person picked up the phone and hung up, so I had to call back and explain the whole deal with the person taking too much out of my account, I asked her to refer to the notes, customer service again, went on to explain that they couldnt give me just the {$400.00} that it will have to be the whole amount. I asked to speak with a supervisor, she asked why I told her I was tired of going through this and getting different people telling me different things and she swore she would help me and take care of it that she is submitting everything now, and my money should be in my account the next day. Just to make sure I faxed my bank statement again. The next day, I called again, and get another customer service and explain the whole deal with the person taking too much out of my account, I asked her to refer to the notes. They put me on hold and said they have not received a fax from me. I ask again for a supervisor, I was placed on hold while they were speaking with a supervisor, supposedly the supervisor was on the phone with the cashiering department and the cashiering department said their fax is down and hadnt been receiving faxes. Customer service told me to email a copy of my back statement to them at XXXXXXXXXXXX. So, I email the information while I was on the phone, they received it and was giving it to the supervisor and he was taking care of it and that she was making notes on my account while she was waiting on him. I was told the supervisor processed it and that it will be in my account by noon that same day or the following morning. XX/XX/XXXX ( the following morning ), I check my account and there is nothing there. I called customer service, again I had to explain the whole deal with the person taking too much out of my account, I asked her to refer to the notes. Customer service explained a check was going through some department and will be mailed. I asked to speak with a supervisor and she asked why I said because of this whole deal, I need to speak with a supervisor and a supervisor got on the phone and went on to explain the process. I explained again the entire deal and she said she will email the cashiering department to have them wire the money into my checking account. I asked if she could call the department, she said they dont open until XXXX XXXX Same morning, I just got off the phone with customer service, and was told that the checks has been processed and was in the accounting department and ask that I call back at noon Oklahoma time. I also requested my call notes and recorded calls from XXXX XXXX till now, which I was told I need to request in writing. I called the Consumer Ombudsman Severing Department and spoke with a XXXX XXXX and explained to her my complaint, she checked the notes and said it couldnt be wired that a check for the {$400.00} had to be sent out that I should receive tomorrow ( Friday ) and the check for over draft will be sent Friday. I told her other payments will try to come through and I will be charged for late payments, I was told if so send in a copy of my bank statement. As we speak a payment tried to come through and thats another {$33.00} ( attached is the current bank statement ). I need the additional {$33.00} reimburse to me. I now have to call back and go through the story of how it all started in order to get the reimbursement for the {$33.00} that was taken out today. Something has to give... the policy needs to be gone over, the process needs evaluated and consumers speaking with a different person every time they call is not good. If a consumer is having an issue, why in the world would you have them call and not be able to speak with a person who already know what is going on instead of getting someone else who you have to explain whats going on over and over again. That has to be hard on your employees! I understand that mistakes happen, but this is ridicules! I have been working on this since the XXXX XXXX and just now getting a check cut and mailed if that is really happening now... thats crazy. I have been getting the runarounds since then, different things on what I need to do, what you can and can not do. Thats why I have called so many times, cant seem to get the right person to tell me the right thing. This should have been taken care of that same day. Under the circumstances, going through all of this Im highly upset... you trying living without any funds and see how frustrated you get when you have to keep calling explaining the situation and to realized youre not getting anywhere because you have been told to do the wrong things. Im an assistant to the chief of police, I get complaints, get cussed out, people screaming, calling me names and much more... on things I have nothing at all to do with. I didnt want to be that irate person on the other end making someones day terrible or job harder. Each time that I called I had to remind myself that this person is just answering the phone and doesnt know whats going on just yet and put yourself in their shoes, so I was never rude or belligerent to anyone, maybe about to get to that point. Youve got to change this process, which Im still really not sure what it is. I have spoken with 12 different people. Im not upset with the girl that got it wrong, Im upset with your process and with that being said Im filing a complaint with The CFPB, The AGs Office, The Federal Trade Commission and Also, filing a complaint with my state consumer protection office for the licenses that you have here in Oklahoma ( 4 ) and XXXX XXXX, ones. I have attached my bank statement for reimbursement of this current funds, along with all the information that I have sent throughout this process. Called again, to make sure they received the complaint and was told they did. I was also told that they could wire the funds, which earlier I was told that they could not wire the funds, said it would take longer to receive because they would have to place a stop payment on the check they issued and that I had two option 1 let them overnight the check or 2 wire to my account which would take longer I took option 1, like Ive stated throughout I have no funds to live by. I was also advised that there department hasnt received the check yet, but will guarantee that as soon as they send it they will be overnighted. So, if they receive tomorrow it will be overnighted Friday. Called again three hours later, the accounting department still havent sent the check over to be overnight, spoke with a supervisor and he contacted the accounting department and sent the VP an email and said it has gone as high as it could go and it should be expedited quickly. This has to be a joke! XX/XX/XXXX, I have called again this morning, and was put on hold so long I had to go into work.

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