Consumer complaint received 2023-11-16 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: SELECT PORTFOLIO SERVICING, INC.
State: MA

Complaint narrative:
In XX/XX/XXXX, I received a letter of an amount to cure the loan ( which is in my mother 's name that passed away in XXXX of XXXX ), which I did. I was confused as to where they applied payments and somehow managed to have months go by and missed payments. This company doesn't allow partial payments online and I had {$500.00} in uncollected amount sitting there and I couldn't just pay the difference to make a full payment. In XXXX, I received a letter dated XX/XX/XXXX that it was referred for foreclosure, which I had no correspondences about cure amounts between XXXX and XXXX. It was almost as if they didn't apply that cure amount and suddenly sent it to foreclosure. I was actually waiting for that amount to get the loan current including any fees due to not being able to make partial payments and them having an extra {$500.00} not applied. On XX/XX/XXXX, I called Select Portfolio Servicing and asked how I could pay it online, because I was not able to for months online which is my preferred method of paying bills and also asked what the reinstatement amount was. I was informed by XXXX that the amount due was {$5200.00} which was also on my statement from XX/XX/XXXX and that included the month of XX/XX/XXXX 's payment. I immediately went to the bank and got a certified check from my bank in the amount of {$5200.00} and then sent the check out on XX/XX/XXXX ( the same day ) using overnight. It was in their XXXX XXXX XXXX Saturday XX/XX/XXXX and was signed for on XX/XX/XXXX at XXXX am by XXXX XXXX. I repeatedly looked at the account on the XXXX to see if there was any changes and there were no changes and no correspondences. On XX/XX/XXXX I got an email that there was a new correspondence in the account and when I looked it was dated the previous day ( but it was not there on the XXXX as I looked ) and had a reinstatement letter that said the reinstatement amount was {$6100.00}. I called on XX/XX/XXXX and talked to a lady who I couldn't understand and wasn't listening to me. I asked to speak to a manager and she referred me to XXXX XXXX. XXXX XXXX was great and went back through the notes. He told me he could see what XXXX had told me and that it would be good with the {$5200.00} payment I made and would be reinstated and I would be able to start paying online starting with XX/XX/XXXX 's payment and that the {$860.00} in fees would be there and I could pay them off over time or at the end of the loan or when selling the property. I asked multiple times for clarification. He told me it should show up as reinstated in the account by XX/XX/XXXX and if it wasn't I could call back. I have been extremely sick and called on Monday XXXX XXXX and was told it was still pending and can take XXXX business days so it would be good by the end of the day and if not to call back. I called back today and the lady I spoke with XXXX XXXX ID XXXX said that its pending but that I owe {$6400.00} but that she was emailing XXXX XXXX for clarification and he would call me back tomorrow. I informed her I'd be filing with the Consumer Financial Protection Bureau because I was tired of dealing with this issue and it not being cleared up. My problem is the fees they tacked on were never relayed to me until AFTER they received the payment to reinstate it. When talking to XXXX, I even said that I was willing to pay the difference or that technically the amount I sent covered everything due up till XXXX, but because XXXX wasn't due yet, I would just pay XXXX when it became available for me to pay online and he reinsured me that with the {$5200.00} I would be paid up until XXXX and that I could pay the fees over time. I am tired of dealing with this company who adds mysterious fees. I find it suspicious that these extra fees were generated after receiving payment. I also told XXXX I would be more than willing to send the {$860.00} in immediately and he once again told me it would be covered until XX/XX/XXXX. With the new reinstatement amount, they now claim I owe an extra {$300.00} and if I had just sent it in on XXXX XXXX, they would have gotten it by the date they put in the reinstatement quote of XX/XX/XXXX. I feel like they are giving me the run around and charging me extra once they received the amount and even when I offered to pay the extra {$860.00} I was reassured I didn't have to. I was also told multiple times by XXXX XXXX that it was all set and would be reinstated and I would be able to start paying online starting with XX/XX/XXXX 's payment by XX/XX/XXXX and that I could pay the fees over time if I wanted but that the loan was still going to be reinstated and I could start with paying XX/XX/XXXX payments. He could also see there was lack of correspondence about the mortgage between XX/XX/XXXX and XX/XX/XXXX. Time flies and without getting the correspondence I accidentally let the payments get away from me which I owned. I just want the company to reinstatement the loan and if I have to pay the fees, I am willing to pay them over time within the next XXXX months. We are dealing with unexpected financial hardship and know within a month or XXXX we can start getting those fees paid off, if necessary, which I don't think they should be allowed to charge ridiculous fees to people facing hardships.

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