Consumer complaint received 2024-01-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: SELECT PORTFOLIO SERVICING, INC.
State: NJ

Complaint narrative:
This company, Select Portfolio Services or SPS, purchase my mortgage from the bank who give me the original loan. Since day 1 problems arise. They send me the loan information from others borrowers as they state I was one of them. The letters they send me contain personal information and loan numbers of those people. I assume mine was also send to who knows who. 
It was very difficult for me to make the SPS employees to understand that I was not any of those people, also to find and correct my name, address and my real loan number. Besides they corrected my info on the following month they charge me the loan of unknown person plus my own loan. They took 5 seconds to debit that money out of my account but 5 days to return my money after I finally prove them that I was not a woman in Texas and that they charge me the loan of another person unknown to me. 
Now, and this is my problem and the reason of this complain, they do not pay the City Taxes on XX/XX/2023, they have an escrow account with enough money to do it. City threat me with put a lien on the property, sending me a letter with unpaid balance. I call SPS one more time to try to resolve this new issue. I spoke several times with multiples employees and supervisors, always the answer was : we escalate your problem, but they never send any payment to the city. I ended paying the taxes from my pocket. {$3000.00} extra to avoid the lien on the property. After I spoke with another SPS supervisor, he assures me they send a check to the city. He actually gives me a tracking number for the check to the city but the check never leaves SPS office, as I call XXXX multiples times to verified, XXXX state that the label was created but the package never leaves the SPS office. 
After one more call and another conversation with other supervisor he states that they saw online that taxes were pay, they assume the issue it was resolved but it was me who pay, no SPS. I spoke with another supervisor and explain this. He says he understood and they will return the money back to me, one more time he escalates the problem but I never receive any money back or the city receive any check. I request them to cancel the escrow and return my money as I will take care of taxes and insurance myself to avoid any confrontation with the City. I fallow all requirements and send all paperwork requested by SPS but one more time they escalate the problem but nothing happen. At this point I decide to no pay them anymore the mortgage. Now they call me every day asking for payment but they never pay the city or return my escrow so I will not pay anything till this problem get resolved. Please help, this is very frustrating as I can't do anything on my end, they are going to damage my credit or maybe they are trying to get the property with this dirty game. Another problem is that this month taxes must be pay to city again and if they do not pay it one more time, I will have to pay it myself one more time. 
Please Help Thank you

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