Consumer complaint received 2025-02-05 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: SELECT PORTFOLIO SERVICING, INC.
State: RI

Complaint narrative:
My home mortgage and escrow account have been managed by Select Portfolio Servicing since I purchased the home in XXXX. We have been at the same address the entire time and our accounts have always been paid up to date. 

In XXXX of XXXX I received notification from my city that we had unpaid property taxes from XXXX of XXXX. I investigated and found out that Select Portfolio Servicing began working with a new escrow management account at that time, and they only paid property tax for the first quarter instead of the full year so our taxes were delinquent. Select Portfolio Servicing claimed that the delinquent taxes had been paid in XX/XX/XXXX ; however our city never received payment. 

I spoke with the city and they proposed that we ask for a " stop payment '' and to have the payment resubmitted since it was never received. This proved impossible. I spoke with representatives and management at SPS on 5 separate occasions in XXXX and XXXX ( XX/XX/XXXX, XXXX, XXXX, and XXXX, ) explaining that the tax payment was never received and asking for it to be resubmitted. I provided them with the direct number for our city tax office so that they could verify this information. This did not happen. Every time I called back to check ( on a weekly basis, ) I was told that the case was " under research '' or " had been closed because the payment was already sent. '' At the end of XXXX, I wrote a personal check to our city for {$2600.00} to bring our tax account up to date because otherwise our property would have been listed for tax sale. The {$2600.00} that was taken from our escrow is still unaccounted. I spoke with SPS on XX/XX/XXXX and explained the situation to the representative XXXX XXXX XXXX and he assured me that this issue would be corrected and I would be refunded for the missing {$2600.00} within 7-10 business days. 

Today on XX/XX/XXXX I called SPS to follow up on the case and found that it is still " under research '' and that the tax branch is " waiting to receive a refund '' from our tax office before they can issue the refund to me. This is obvious nonsense as there is no refund coming and they are the ones who lost the money. They can verify this with a simple phone call to the local tax office but they obviously haven't done that. Every time I call, I'm told that the case is " under research '' and no answer is possible. The representative today ( XXXX XXXX said that I shouldn't have been given a timeline of 7-10 business days because no timeline is possible.

I am very concerned that this company has no intention of repaying the {$2600.00} that was either lost or stolen from my escrow account, and calling them to go through this on a weekly basis has been time consuming and very frustrating. I saw on Consumer Affairs that MANY consumers have had similar problems with this company, and one consumer mentioned that he had good luck reaching out to CFPB, so I am hoping that you can help me in regaining the hard-earned money that was lost by this company.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation