Consumer complaint received 2017-08-31
Company: SELECT PORTFOLIO SERVICING, INC.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Original Complaint : ( Updated Complaint Discussed After, Below ) My Name is XXXX XXXX and the loan number with your company is XXXX. My loan was recently sold to you from XXXX XXXX. XXXX XXXX sent me a letter in XX/XX/XXXX informing me that my escrow was short XXXX. I had the option of including this as part of my payment or the option of paying the {$540.00} and my payment would be {$860.00}. As in the past, I opted to pay in full the {$540.00} and have my payment at {$860.00}. I mailed the check in on XXXX/XXXX/XXXX, 10 days prior to the XXXX XXXX due date. XXXX said they did not process the payment because my loan was sold and that the check was being mailed back to me. However, as of today, I still do not have the check so I placed a stop payment on the item. 
This morning, I spoke with one of your representatives and he told me my new payment of XXXX in your records had nothing to do with escrow which is completely not true. I have the letter giving me the options and your representative still refused to acknowledge this fact. 
Also, my loan is under a modification and I do not see the break down of the deferred amount on the loan information at SPS. I am paying interest and principal on approximately {$68000.00} of the {$390000.00} ; the remainder is deferred. Your system only shows the {$390000.00} with no break out of the modification amount. I need this corrected immediately and I need to pay the escrow amount of {$540.00} and my payment of XXXX as well. Your company needs to fix this today so I can get my payment back on track and up to date. 
I am also attaching the notice from XXXX that gives me the option of paying the full escrow amount with a new payment of {$860.00}. You can see the option portion at the bottom of the first page in the Escrow Shortage Payment Option. I did everything right and XXXX and SPS are the ones falling short here. I want this expedited and corrected. I have paid my mortgage consistently on the 16th of each month because I get paid on the 15th and this is the first time in years my payment is late and I am more than upset today. 
Please contact me as soon as you have this issue resolved so I can make my payment. You can reach me at XXXX. 

Update XXXX XXXX, XXXX : Yesterday, I received a check in the mail from SPS for {$520.00}. This apparently is due to an escrow overage, even though I just paid over {$500.00} in XXXX because there was a shortage - this makes no sense. See original complaint above. At approximately XXXX this XXXX I was speaking with a representative from SPS and explained that my payment still shows {$900.00} when is should be {$860.00} and that I had been assured this would be corrected before my XXXX payment was due. After explaining the complete nightmare for the past two months, SPS disconnected me. Of course, nobody called me back. I called again and spoke with another representative and he said my payment would not be {$860.00} until XXXX XXXX and that I had to make the payment of {$900.00} for XXXX or incur a late fee. I told him that that was wrong, and my payments are {$860.00} based on the escrow shortage I paid recently. I explained again, for the 10th time, that the whole reason I paid the shortage was to keep my payment at {$860.00} which was an option on my coupon payment. I explained that this had already been addressed numerous times. So you can imagine my surprise at receiving basically the same amount back for an escrow shortage that I paid less than 30 days ago. Also, I filled out the paper work for automatic deduction only for the amount of {$860.00}, not {$900.00}. I will incur a late fee if I do n't pay the {$900.00} according to one of the representatives I spoke with this morning. I kept trying to explain that I paid the escrow shortage to have my payment at {$860.00} and I submitted the documents from XXXX XXXX XXXX which stated my options. The second representative that I spoke with said my loan is no longer with XXXX XXXX and that I am a customer now of SPS effective XXXX XXXX, XXXX. I told him he was wrong on that and I was a customer effective XXXX XXXX, XXXX. He did not care XXXX bit about listening to what I was saying and just kept on saying I had to pay {$900.00} for XXXX XXXX. Today, both representatives kept talking over me even when I asked them stop talking and listen to what I was saying. I did not understand why I was required to pay for the escrow shortage to keep my payment at {$860.00} and then less than a month later I get a check back for approximately the same amount. Why not just keep it and apply the small portion to the XXXX payment. I really do n't understand what is going on, but I am not paying {$900.00} in XXXX when clearly my payment is {$860.00} and I have not authorized SPS to deduct anything from my account but the {$860.00}. However the second representative I spoke with said the full payment of {$900.00} will come out of my checking account. I said it better not, because I only authorized {$860.00}. I asked to speak to a manager and he just kept talking and talking and talking even though I was yelling at him to stop and listen to me. He would not let me speak at all and refused to let me speak to a manager. 

Never in my life have I been treated with so much disrespect from a company where I am the client. This company has already lied to me numerous times and they lie to me again today. I am ill and the last two months have been so stressful for me because of these employees at SPS. The only employee who showed any intelligence and knowledge was XXXX XXXX whom I spoke with in mid XXXX. He took my payment of {$860.00} and my escrow shortage and said the correct payment amount should be reflected by XXXX. But now because they did an escrow analysis I have to pay more money for XXXX only and then the payment will drop to the correct amount in XXXX? The {$900.00} should never have been the amount of payment in the first place so how can the force me to pay that amount for one month before the payment is corrected in XXXX? This makes no sense at all. I want my payment to reflect the correct amount of {$860.00} as promised by SPS by XXXX XXXX. I also want the upper management and the CEO to train their staff to listen to the customer without constantly talking over them and demeaning them. The calls were recorded so they hear how their employees treated me. It 's just terrible. All I have asked for the past two months is fix the payment amount and they simply wo n't do it and want to keep forcing me to make a payment that is not correct. SPS is absolutely the most horrible company I have ever had to deal with.

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