Consumer complaint received 2025-07-29 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: SELECT PORTFOLIO SERVICING, INC.
State: FL

Complaint narrative:
NOTE : throughout the timeline below I made several phone calls to Select Portfolio Servicing , Inc ( " SPS '' ) in attempts to resolve the situation. 

In XX/XX/year> SPS more than doubled my monthly mortgage payment ; it went from $ XXXX to $ XXXX. 
~ I continued paying the {$1300.00} I had been paying previously and then, on XX/XX/year>, I submitted an application for loss mitigation to SPS due to financial hardship. 
On XX/XX/year> SPS advised that they had reviewed my loss mitigation application, deemed it " insufficient, '' and asked for additional information ( a single form was said to have been incorrectly filled out ; I corrected it and resubmitted ). 
~ While awaiting a decision on my application from SPS, I continued to pay $ XXXX, as I had been for over a year before the payments more than doubled. 
On XX/XX/year>, despite that my loss mitigation application was supposedly being reviewed by SPS, I received an Escrow Shortage Notice from SPS indicating that it had " received XXXX or more payments that is lower than the contractual payment amount of {$3000.00}. There is {$1300.00} being held in the unapplied account, where it will remain until the rest of the contractual payment in the amount of {$1700.00} is received. '' On XX/XX/year>, in response to the above Escrow Shortage Notice, I sent a letter to SPS advising that I did not have the funds requested, which they should have known based on my loss mitigation application. 
On XX/XX/year> SPS advised in a letter that they had completed a full review " of the inquiry '' ( my loss mitigation application ). They wrote : " If you request it, we can spread the escrow shortage over 24 months ... '' ( etc. ) On XX/XX/year>, I wrote SPS reiterating my extreme financial hardship, and made a formal request to spread the escrow shortage over 24 months and 36 months if possible. I continued making payments of $ XXXX to keep my account current. 
On XX/XX/year> SPS sent me a letter acknowledging receipt of my XX/XX/year> request. They wrote that they " will provide a response within 30 days from the date we received your inquiry ( ies ). '' ~ I continued to make monthly payments of {$1300.00} to keep my account current. 
On XX/XX/year> I called SPS to find out what was going on. Why hadn't I had a response from SPS to my formal request to spread the escrow shortage over 24 months and 36 months if possible? The representative I spoke with put me on hold to talk with her supervisor, and later told me that my request had not even been reviewed. She told me to give it 30 days and call back. 
~ It has now been more than XXXX months since the SPS letter dated XX/XX/year> indicating they would " provide a response within 30 days from the date we received your inquiry ( XXXX ), '' and SPS has still not provided me with a response. 
~ I have continued to make monthly payments of {$1300.00} to keep my account current, despite that SPS has continued to drop the ball.

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