Consumer complaint received 2015-05-06
Company: SELECT PORTFOLIO SERVICING, INC.
State: FL
Product: Mortgage
Sub-product: Other mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I have XXXX complaints regarding ( SPS ) Select Portfolio Servicing, Inc. * I will explain my XXXX complaint : I have been approved to enter into a trial period plan under the Home Affordable Modification Program since XXXX XXXX, 2015. My XXXX trial payment was sent and received in a timely manner which was due on XXXX XXXX, 2015. But SPS did not handle my XXXX trial payment correctly. They are making it look as if I am late or did not pay at all. It seems as though someone is deliberately working against me. I made sure to get the payment in on time and was advised by my relationship manager, XXXX XXXX to get it to them a week earlier by XXXX XXXX, 2015. I wired it on XXXX XXXX, and it was received on XXXX XXXX. Whenever I called the company about anything thereafter, both the automated system and the persons I spoke with always confirmed that my XXXX XXXX, 2015 payment had been received and that my next payment would be due on XXXX XXXX, 2015. So I felt satisfied that my payment had been received on time. This is how I found out that my XXXX XXXX, 2015 payment was handled incorrectly : yesterday on XXXX XXXX, I decided to call SPS because I had not heard from them regarding my payment confirmation in writing and for giving them the consent to deduct from my checking account for XXXX XXXX and XXXX XXXX 2015. Well, the person i spoke with, XXXX XXXX, could n't find my payment records, I was placed on hold for a long time, then she asked me " how much did I pay? '' I was flabbergasted! Did n't know what to think!. I asked to speak with my relationship manager but she did not transfer me. XXXX XXXX proceeded to inform me that the payment was handled incorrectly and that she would send a note to the Loan Dept. to see if they could change it and asked me to call back in XXXX to XXXX business days. *This is my XXXX complaint : SPS is refusing to assist me in getting my XXXX repaired. I sent the insurance check to them to be endorsed and they wo n't release the funds. I have had no acknowledgement in writing nor by phone that the check was received or their plans for keeping it, neither any explaination of whether they are going to help with the repairs or not. My XXXX is in desperate need of repairing. I had a storm damage 2 years ago and I filed a claim with my Home Owners Insurance Company. They sent me a check to get it fixed. I had to endorse it first and then send it to my mortgage company ( SPS ) to get their endorsement before it could be cashed. I was expecting them to return it to me to be cashed or do whatever needed to be done to start the procedure in repairing my XXXX. But I never heard back from them. So I got concerned and contacted them. SPS told me that they could not release the funds because of the status of my loan. I really need help in repairing my XXXX. There is a bad leak in the XXXX and XXXX. The XXXX is growing and is not good for my XXXX. The damage is getting worse and worser. Every time it rains I have to put a swimming pool under the leak to catch the water. And now the damage is extending into the living room.

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