Consumer complaint received 2019-12-29 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: AZ

Complaint narrative:
This is the email I sent to my mortgage servicing company. It includes all the information regarding the problems I have been having ever since they took over my loan. 

I am contacting you regarding several issues that have occurred since XX/XX/XXXX, which is when your company took over the servicing of my Mortgage. 
I have been calling your customer service department almost weekly since that time. I came to you struggling to pay my payments on time. Always working very hard to get caught up and stay caught up. I did get caught up, but because of the constant mistakes and changes from your company Im slightly behind again. As I said I have talked to probably 30 or more of your customer service reps to address every issue, with no resolution. 

After my loan was transferred to you in XXXX I quickly was notified by XXXX County that my XXXX Property taxes had not been paid. Which is, and always has been the responsibility of my mortgage company. You were notified on several occasions. With no results. Then in the mean time you decided that my Escrow account had to much money in it and sent me a very large refund. I knew that money was for the Property taxes and called to try to straighten this mess out. I was assured by your customer service rep. that the money was mine to do with as I please. After several weeks of worry about the delinquent property taxes, I took that money and paid a mortgage payment for {$1600.00} and the property taxes in the amount of {$4000.00}, which included {$340.00} in late fees/interest. This was XX/XX/XXXX. I called again to inform you that I had paid the property taxes, which included the interest of {$340.00} and that I expected to be reimbursed for that amount. Next I received a letter from you telling me that they had paid the property taxes and that the amount of {$3600.00} had been added to my account balance and there would also be interest added. And there has also been letters about my insufficient Flood insurance, at which time my insurance agent has been contacting you to verify that I do indeed have enough Flood insurance. This has happened I think 3 times. Not to mention my monthly payment has gone down, and then up because of your mistakes. Because of your mistake regarding my escrow account I am making up the shortage, which has brought my monthly payment up for 12 months which is going to be a hardship. I intend to pay the remaining amount of the shortage as soon as possible so my payment can go back down to a more doable amount. I have been assured by a customer serv. rep. that I can do this. 
I now have some questions. One is why is there no way to talk to management. Someone that can get to the bottom of these problems. And why will no one call you back except to tell you that you are delinquent. 

Two, when will I get the refund for the late fees/interest that I paid along with the delinquent property taxes which you were clearly responsible for. 

Three, did you indeed add {$3600.00} on to the balance of my loan, and if you did, please remove it and any interest you probably added as well from my account balance as you have received your refund from XXXX County Arizona. 

I am a hard working average person. All I want to do is pay my debts as agreed. And yes life is a struggle at times. I have gone along responding to everything that you have sent my way, and I have to say I can see something getting overlooked, but all this that I have outlined just seems to much. 
I will be sending this to your department in writing as well as sending a copy to the Arizona Department of Financial Institutions and any other institution that I can find that will help me with these issues. 

Please let me know what you intend to do about all this. Please answer my questions. And yes I am aware that I am late for my XXXX payment. Ill get caught back up as soon as I can.

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