Consumer complaint received 2017-05-08 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: MO

Complaint narrative:
First, since I filed my most recent complaint agains t SPS Servicing, the Ombudsman Department has elected to retaliate against me for that complaint and wi ll no longer address issues concerning my account over the phone. I will not indulge and write complaints to the Ombudsman for them to wait 30 days to explain an issue that should ta ke 5  minutes to explain in a phone call. I will continue to submit my complaints through this bureau, as necessary, so that I get a quick and complete response.     Second, I have been disputing the same issues regarding my escrow for months now. The company continues to send correspondence saying " we have addressed these issues, '' yet they continue to make changes to my account because their employees continue to  XXXX  up issues concerning my payments. No doubt, they will respond to this complaint by saying that they have already addressed this issue even though I spoke with TWO customer service SUPERVISORS today who could not explain the actions of the Ombudsman. The actions of the Ombudsman Department were incomprehensible to the supervisors of the customer service department for the  SAME  company, yet they refuse to talk to me over the phone to provide an explanation of what was done to my account.     Third, at this point, I have just  one  issue remaining. I made my  XXXX  payment on  XXXX   XXXX , yet I am being told that I am delinquent for the month of  XXXX . Now, on  XXXX   XXXX ,  2016 , I made a {$500.00} payment to my account. On  XXXX   XXXX ,  2016 , I made a {$2100.00} payment to my account. When I initially made those payments, they went in the designated accou nts ( prin cipal, interest, and escrow ) that they were supposed to do. I can see that {$870.00} of my  XXXX   XXXX  payment went to my escrow account ( which is my normal monthly escrow payment ) and it appears that {$300.00} of the  XXXX   XXXX  payment went to my escrow account. I have these payments and disbursements highlighted in the attached transaction history.     For some reason ( that no one from the company can explai n ), o n  XXXX   XXXX , these funds to my escrow accou nt ( {$300.00} + {$870.00} ) were reversed from my escrow account and applied to principal and interest only. Altho ugh the company first tried to say that this was done at my request, their employees confirmed to me over the phone repeatedly that no such request was ever made.     As a result ( after going back and forth with the Ombudsman for month s   ),  I requested that these two payments from  XXXX  and  XXXX  be reversed again to what they were originally. The Ombudsman told me that they would honor this request and they also explained that this may cause a delinquency in my account due to funds being pulled out of my principal and interest and I informed them that this was fine. I just wanted the payments to be properly applied to its original state. They recently sent me written correspondence telling me that they would honor the request to reverse the two payments from  XXXX  and  XXXX  to their original state. After I received the correspondence, I called the department to see what the status of my account was. To my surprise they informed me that the reversals wiped out my ENTIRE payment of {$2200.00} for the month of  XXXX  except for {$120.00}. I called SPS today to get an explanation of why this was because if they reversed the  XXXX  and  XXXX  back to what they were originally, they should have resulted in them removing {$1100.00}  ( {$300.00} + {$870.00} ) from p rincipal and interest and putting it back in my escrow account. This means that after they deducted that {$1100.00} from my  XXXX  payment of {$2200.00}, I should have had approximately {$1100.00} left in my unapplied balance, and NOT just a mere {$120.00}.     I need an explanation of why my money is missing from my unapplied balance. As I mentioned above, neithe r one of the TWO cus tomer service SUPERVISORS who I spoke with today could explain this to me. And, if they do n't comprehend it, then surely I, as the consumer, ca n't comprehend it! I have attached the SPS payment history regarding my  XXXX  and  XXXX  payments as proof of the original payment and account designations for each payment.

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