Consumer complaint received 2020-06-04 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: FL

Complaint narrative:
In XXXX, I realized that select portfolio servicing ( the mortg. servicer for my mortgage through XXXX XXXX ) put forced placed insurance on my home from the moment that I purchased my home. My payment from the time I bought my home was {$1600.00}. I was not contacted at any time to ask if my home was in a flood zone, nor was it looked into on their end ) they just placed the extra fee on and that was that. SPS was charging me {$190.00} extra every month for this flood insurance. It took me less then twenty minutes to get clarification from my county and the XXXX documents to back up the evidence. 
After I received the documents, I immediately sent them over over to SPS. I was told by SPS to continue paying my original mortgage payment of {$1600.00} until the situation was rectified on their end. I let some time go by, as they told me a new escrow analysis would be completed and I would have my new payment ( which would be {$190.00} lower ). During that time, the pandemic hit and my income was non-existant. I qualified for a forbearance through SPS for three months. Towards the end of XXXX, with help, I was able to come up with my mortgage payment. The escrow analysis was still not completed ( even after many, many phone calls with them ). I paid the original payment of {$1600.00} ( which included another unwarranted {$190.00} payment for forced place insurance, and since, have not been refunded for ). 
I was refunded {$1700.00} for the nine months that they put the forced placed insurance into my mortgage payment. This however was to go into my escrow account, which is understandable. 
I took my home owners insurance ( {$2900.00} per year ) and subtracted it from the credit they gave me ( {$1700.00} ) from the " forced insurance ''. I broke that up over twelve months and it came to ( {$100.00} ). Along with my taxes etc., my monthly escrow should be in the $ XXXX {$500.00} range. That is my conservative estimate. This would bring my monthly mortgage payment to the $ XXXX {$1600.00} range. 
I have called more times then I care to remember and have never received a complete solution, or the same answer. At times, I have been told that the the escrow analysis has not been processed, other times it is " complete '', and of course, " it is still being processed ''. 
I have paper work stating that prior to them returning my money, my new mortgage payment would now be {$1900.00}, and other paper work after that, stating {$1600.00}. Now the mortgage payment has gone back up to {$1900.00}. There are no explanations, phone calls, nothing. Their website where I set up an account, doesn't even show that I made a payment last month. There is no new information on my account. Actually what it says, is that I owe 3 months of mortgage payments due in XXXX {$3800.00}. 
On top of that, as a homeowner I have no say in how to repay the payments, if, I can not repay the last two payments. They will apparently decide for me, in the beginning of the month of XXXX ( when everything is due ). I will either have to pay it all at once, or have the payments spread out over the next twelve months, or it will be put at the end of my mortgage balance. Putting the payments at the end of my mortgage balance is what would help. The other options, only hurt me financially. They are not willing to help with that either. XXXX XXXX ( the mortgage holder ) and SPS like to blame the other for the stance that they take and in that instance, no one is accountable for anything or helps in any way shape or form, except in the way of frustration. Please help me get this squared away. I have been dealing with this for the last 3-4 months.

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