Consumer complaint received 2024-09-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Paying off the loan
Company: SELECT PORTFOLIO SERVICING, INC.
State: TX

Complaint narrative:
Mortgage Loan # : XXXX SPS - Select Portfolio Servicing, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, UT XXXX Customer Service : XXXX Dear CFPB Officer, After I have paid off my loan with SPS on XX/XX/year>, XXXX XXXX wire transfer date for {$64000.00}, up to today, SPS is still refusing to release my ESCROW refund check. 

Not only I still can't get my Escrow refund check from SPS, the refund amount is questionable : Please see attached SPS Payoff Quote on XX/XX/year> which was good till XX/XX/year> and indicated I need to wire transfer {$64000.00} for the entire payoff amount which I did on XX/XX/year>. 

Then on XX/XX/year>, SPS system charged me another month of mortgage payment, {$2300.00}. After I noticed this payment was made after I have paid off the entire payoff amount, I called SPS, a lady whose name is Ese, extension number XXXX confirmed with me that I will get XXXX refund checks, one would be this {$2300.00} monthly payment amount, the other one would be {$8100.00} the Escrow refund ( this phone conversation was voice recorded by SPS ). 

After about XXXX weeks, I did receive the {$8100.00} but have never seen the {$2300.00} the extra monthly payment refund. So, I called XXXX XXXX and they did an ACH transaction recall to get my {$2300.00} back. Then I noticed SPS has stop the {$8100.00} check payment. So I got a ZERO Escrow refund. 

Please see the XXXX and XXXX SPS my mortgage statements uploaded here, on XXXX 's statement, I have had the XXXX Escrow amount at {$7900.00} ; on XXXX 's statement the Escrow YTD amount was {$8900.00}. After I paid XXXX extra monthly payment {$2300.00} after I have wire transferred the entire payoff amount, then this payment was recalled by XXXX XXXX on behalf of me, why SPS has been telling me in the past XXXX weeks every day 's phone call that my Escrow refund will be {$5700.00}. 

My question is : XXXX. Why SPS a lady supervisor was telling me on their recorded line on XX/XX/year> that my XXXX refund check has no deadline, and no one could know when they would issue me the refund? As US government entity, there must be regulatory terms to direct the refund process in a timely requirement for loan servicing companies. 

XXXX. Where did the difference go between my XXXX statement YTD Escrow balance amount {$8900.00} and the SPS webpage current Escrow balance {$5700.00}? I have been told by many SPS customer service agents that my new refund amount would be {$5700.00}. I need an analysis report on this to show the {$5700.00} to be refunded amount is correct please. 

SPS 's customer service quality, especially some of their supervisors I have spoke with, their attitude have been very poor. They deliberately withhold my Escrow refund without taking any actions to drive me to report this issue to XXXX and CFPB. 

If SPS still wouldn't take any actions to resolve my case promptly, I will file complaint to Texas Attorney General 's office and FTC, then I will file litigation at my local county courthouse next week. 

Thank you for helping me to resolve my loan payoff issues with SPS. 

Best regards, XXXX XXXX XXXX Mobile : XXXX

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