Consumer complaint received 2024-02-17 00:00:00
Product: Mortgage — Manufactured home loan
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: SELECT PORTFOLIO SERVICING, INC.
State: MS

Complaint narrative:
I received my tax bill from The XXXX XXXX office on XX/XX/XXXX in the amount of {$240.00}. I checked my online account with Select Portfolio Services to see if the bill was already paid or if I needed to forward the bill to SPS. I found a - {$2300.00} balance on my XXXX account on XX/XX/XXXX. I contacted SPS by phone on XX/XX/XXXX to inquire about the negative balance. They stated that the tax accessors office sent them a bill for {$2600.00}. I asked to review the bill from my tax accessor 's office, but the customer service representative did not have access to the bill and told me I was not able to contact anyone in their Escrow and tax office. I emailed my correct tax bill to SPS and uploaded it to my online account. SPS told me they opened an inquiry into my account on XX/XX/XXXX. When contacted on XX/XX/XXXX, the customer service representative said the inquiry was closed, but there were no notes or explanation. Additionally, SPS showed a recent tax payment of {$36.00} on XX/XX/XXXX. SPS customer service representative said that payment was a charge for delinquent taxes. My local tax accessors office has no record of delinquent taxes or a payment in that amount. In fact, the taxes will not be delinquent until XX/XX/XXXX ( the {$36.00} payment was found on account on XX/XX/XXXX ). 

SPS told me payment of {$2600.00} was submitted to my tax accessors office on XX/XX/XXXX. As of XX/XX/XXXX, my tax accessors office had no record of payment on my account. 
SPS said my XXXX account will be analyzed on XX/XX/XXXX and payments will be increased to cover the - {$2300.00}. 
I spoke with SPS ombudsmen department on XX/XX/XXXX. The representative explained that the {$2600.00} was mistakenly charged to the wrong account. She said SPS was trying to recover the check to return to my account. They stated that SPS would be sure the correct tax bill would be paid by the deadline of XX/XX/XXXX. SPS assured she would call me or my husband with an update by XX/XX/XXXX or XX/XX/XXXX. As of XX/XX/XXXX, I have not received an update from SPS. My account is still has a charge of {$2600.00} with the last installment amount of {$36.00}. My tax accessors office still has no payment or bill in the amount of {$36.00}. 
As of XX/XX/XXXX, my tax bill at the local tax accessors office has not been paid. Late charges will begin on XX/XX/XXXX. There is still a - {$2300.00} balance on my account and a payment made in the amount of {$36.00} that SPS claims was made for delinquent taxes. My tax accessors office has no record of a payment or bill in the amount of {$36.00} XXXX XXXX Tax bill has not been paid and is accumulating late fees. SPS ombudsmen department told me to check back in a week ; they have sent the concerns to the ESCROW department. There is still a - {$2300.00} balance on my account and a payment made in the amount of {$36.00} that SPS claims was a late payment. My tax accessors office has no record of a payment or bill in the amount of {$36.00}. 

XXXX XXXX I checked back after a week as instructed by the Ombudsmen department. There is still a negative account balance due to the payment that was sent in error in the amount of {$2600.00}. The last tax payment is in the amount of {$36.00} ; my tax accessors office still has no record of a charge or payment in that amount. My local taxes have not been paid and are acquiring late fees.

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