Consumer complaint received 2024-07-19 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: SELECT PORTFOLIO SERVICING, INC.
State: TX

Complaint narrative:
This is just a summary. More complete information is found in the fax documents and a final XX/XX/XXXX email i sent referenced to in this summary that will be uploaded with this issue. As a history reference, I am also including images of a XXXX email attached to the bottom of the XXXX email, and a XXXX response email from the company of which I am in dispute with ( SPS ). Please note that the most comprehensive information is in the XXXX email I sent, as it includes the body of the complaint and how I want this issue to be resolved. 

SPS Servicing contacted us by mail about a delinquent property tax concern. We forwarded a statement to them from the tax office showing the property tax account paid in full, with a {$0.00} balance. We did not see a receipt on the tax office website of the last payment made that would match the amount mentioned in the letter from SPS, so we sent a current statement. SPS still forwarded funds to that tax account almost a month after receipt of the statement from us, and subsequently informed us of an increase to our mortgage payment to pay them those funds back. Initially SPS said we would get a refund of our money for the duplicate payment from the tax office, then changed it to we would have to contact the tax office for a refund. 

After contacting the tax office, I discovered that what SPS had asked us to do per tax office had no validity to it. I contacted SPS in XX/XX/XXXX to tell them this and nothing was done by them. I faxed SPS on XX/XX/XXXX about this with documents. Nothing was done then either, complete silence. SPS did not even have the common decency to acknowledge receipt of the fax. So, I called their Ombudsman department ( department that supposedly resolves complaints ) in XX/XX/XXXX. They did nothing by phone ; never had any updates when I called to follow-up. So, I emailed their Ombudsman department XX/XX/XXXX and their response email almost 5 months later on XX/XX/XXXX offered no valid solution. So, I have to see SPS 's actions as a refusal on their part to resolve this issue properly and with integrity. I am submitting this complaint through the Consumer Protection Agency so this issue can be under review by an outside entity, as I no longer trust this company to be acting in good faith for a resolution. 

The bulk of my complaint is in the XX/XX/XXXX email I sent SPS. I request all parties to refer to that email to understand what the complaint is and how I am asking for it to be resolved.This is just a summary. More complete information is found in the fax documents and a final XX/XX/XXXX email ( with attachments ) I sent referenced to in this summary that will be uploaded with this issue. As a history reference, I am also including images of a XXXX email attached to the bottom of the XXXX email, and a XXXX response email from the company of which I am in dispute with ( SPS ). Please note that the most comprehensive information is in the XXXX email I sent, as it includes the body of the complaint and how I want this issue to be resolved.SPS Servicing contacted us by mail about a delinquent property tax concern. We forwarded a statement to them from the tax office showing the property tax account paid in full, with a {$0.00} balance. We did not see a receipt on the tax office website of the last payment made that would match the amount mentioned in the letter from SPS, so we sent a current statement. SPS still forwarded funds to that tax account almost a month after receipt of the statement from us, and subsequently informed us of an increase to our mortgage payment to pay them those funds back. Initially SPS said we would get a refund of our money for the duplicate payment from the tax office, then changed it to we would have to contact the tax office for a refund.After contacting the tax office, I discovered that what SPS had asked us to do per tax office had no validity to it. I contacted SPS in XX/XX/XXXX to tell them this and nothing was done by them. I faxed SPS on XX/XX/XXXX about this with documents. Nothing was done then either, complete silence. SPS did not even have the common decency to acknowledge receipt of the fax. So, I called their Ombudsman department ( department that supposedly resolves complaints ) in XX/XX/XXXX. They did nothing by phone ; never had any updates when I called to follow-up. So, I emailed their Ombudsman department XX/XX/XXXX and their response email almost 5 months later on XX/XX/XXXX offered no valid solution. So, I have to see SPS 's actions as a refusal on their part to resolve this issue properly and with integrity.I am submitting this complaint through the Consumer Protection Agency so this issue can be under review by an outside entity, as I no longer trust this company to be acting in good faith for a resolution.The bulk of my complaint is in the XX/XX/XXXX email I sent SPS. I request all parties to refer to that email to understand what the complaint is and how I am asking for it to be resolved.

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