Consumer complaint received 2024-09-28 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: SELECT PORTFOLIO SERVICING, INC.
State: CA

Complaint narrative:
FOLLOWING UP TO MY PRIOR COMPLAINT! 
First of all I previously requested copies of fully Executed ( signed by both parties ) Deferral Agreements, I received copies of SPS Agreements unsigned. I have asked for this more than one time and they are also NOT UPLOADED IN MY ON LINE ACCOUNT! 

I do not see any change in my account! 
Except for the payment is due for XX/XX/XXXX! - Funny part of that is, my payment was made XXXX XX/XX/XXXX, as I was on Auto Pay!! 
And again, I can barely decipher this response from SPS! Other than they solidified my statement that they created and posted a DUPLICATE DEFERRAL to my account last XXXX!! and then claimed they have removed it?! However, the balance has not changed what so ever. And then what is this last paragraph that leaves us completely confused?!! Is it not contradictory to the previous statements made? I think? I have no idea. At this point This account needs a forensic accountant to decipher all of this mess, the entire account, especially all of these SPS entries on both the old and this new Transaction History! 
NOR do I see any statement surrounding the reversal of all the interest that was incurred on the balance due for the period of XX/XX/XXXX to Present on my account for the DUPLICATE Deferral SPS! 
FURTHER, IF the DUPLICATE Deferral was in fact removed, i REQUIRE CLARIFICATION as to how or WHY IS MY PAYOFF BALANCE MORE TODAY THAN IT WAS BEFORE REMOVING THE DUPLICATION ERROR???? My payoff is more today than it was in XXXX of this year XXXX!?, AFTER MY XXXX ACH PAYMENT WAS MADE! PAYOFF Dated XX/XX/XXXX - is {$170000.00} - PAYOFF Dated XX/XX/XXXX is- {$170000.00}??????????? IF A DUPLICATE DEFERRAL FOR {$3500.00} WAS REMOVED FROM MY ACCOUNT AS STATED, WHY HAS MY PAYOFF GONE UP?!?! Also explain the erratic Journal Entries on the Newest Transaction History that you sent me! Especially where its shows Duplicate entries again ON THE LAST PAGE! OR THE MISSED PAYMENTS THAT YOU HAD REVERSED OUT BUT NEGLECTED TO REENTER OR the MULTIPLE DUPLICATE ENTRIES FOR the $ XXXX payment from the Mortgage Relief Program, aside from the fact that the document is COMPLETELY disorganized as to posting dates! If you back something out would it not be logical to put it back in? The previous Transaction History was ridiculous enough, that SPS themselves obviously could not even decipher your own accounting, as notated not only by your staff who gave me XXXX different stories as to why there was an additional deferral posted to my account in the first place on hold for XXXX hours, but so bad that even XXXX  XXXX could not decipher their own work!! SO YOU- SPS in all your Accounting Experience as a Loan Servicer, BACKED OUT ALL THE ENTRIES ON MY ACCOUNT DATING BACK TO LAST YEAR AND RE POSTED EACH ENTRY AGAIN?!? and MISSING YOUR OWN ENTRIES ALONG THE WAY?! WHAT IS WRONG WITH YOU PEOPLE!? IS THAT EVEN LEGAL AFTER YOU HAVE ALREADY CLOSED YEAR END AND FILED TAXES? I think it is time to turn this situation over to someone more qualified to determine what SPS has done to my mortgage account. I and XXXX have wasted so many hours and days fighting with SPS, and so have XXXX  of others about their accounts, and the sad part is, many without their knowledge. XXXX, XXXX XXXX XXXX, or with lack of access to internet or lack of accounting experience, customers who have no knowledge or idea of the incompetent Accounting staff or software of their own 'MORTGAGE SERVICER ' is that is handling their thousands and millions of dollars!! What is wrong with this company! I would just be interested in knowing if they Are intentionally trying to XXXX home owners? or is it just pure ignorance that makes them unable to handle posting payments and deferrals to an account properly? Is it XXXX software to try and utilize? or WHAT IS THE PROBLEM? This has gone to far! too long Really! I am a home owner who yes, has struggled, struggled to keep my home of XXXX! Waiting on Social Security to do their jobs so I wouldn't lose my home, struggled losing XXXX XXXX XXXX XXXX! So what, so have XXXX  of other home owners, that does not mean I dont deserve to have my account be kept in proper accounting order. 
I am an XXXX  by XXXX, but I am baffled with the critical nature that is being handle by this corporation, I will have to submit all of these documents to someone more qualified to dismantle these accounting history records and determine what if takes to clean up this account. I am sure they will be shaking their heads in disbelief.

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