Consumer complaint received 2024-09-04 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:
I am submitting this complaint to address an issue created by the response of SPS in complaint # XXXX. I addressed this issue in my feedback comments in that complaint. Please see my written response submitted in that feedback below : " I appreciate my concern being reviewed, but I can not accept this solution as a complete one. Because of the company 's unethical disposition, I can only hope that what has been done so far is not reversed or changed at a later time. Nice words, underhanded practices. They were speaking nicely while doing absolutely nothing to resolve this. Now they have partially resolved this with dishonesty. For instance, it was stated in their response : " Please be advised that the delinquent tax payment SPS sent to the tax office on XX/XX/XXXX, was not refunded to SPS '' ... then stated, " As such, SPS has not received a refund for this tax payment totaling {$1300.00}, which was {$1200.00} as a base, and {$130.00} as delinquent tax penality '' ... then stated " Any further refunds received by SPS will be sent to you. '' But SPS knew good and well no refund was coming to them for those checks referred to totaling {$1300.00} when they wrote these statements, because they didn't apply for it. I recently received letters from the tax office, dated XX/XX/XXXX, in regard to each check they mentioned above ( {$1200.00}, {$130.00} ), that SPS sent on XX/XX/XXXX, indicating SPS never applied for the refunds for the checks they sent to the tax office. Those checks, written that way, were obviously not written by me. I also called the XXXX XXXX and an agent confirmed that they had no record of SPS requesting the refunds, which THEY are required to do, per the letter from the tax office I attached to the original complaint. So if SPS does not have their refund or get it, it is their fault, not mine, so to still suggest in this resolution that it is my responsibility or the tax office 's responsibility is inappropriate and not a resolution to that issue. SPS had at least from XX/XX/XXXX to request the refund for those checks they forwarded to the tax office, when they were informed of their requirement to make the request. They can not hold that over our heads as it appears they are doing, as an excuse to not do the right thing concerning the refund due from that issue. Since this feedback site does not permit me to attach images of the recent letters I received from the tax office for proof, I may have to file another complaint to ensure that this issue remains on track to a complete resolution, from the partial one we now have. '' I have attached the letters from the tax office described in my feedback comments to this complaint ( the asterisks on them were done by me ). I informed SPS many times throughout this ordeal by phone, email, and fax, as confirmed in the documents attached to the original complaint with SPS, that the tax office informed me that SPS had to request their own refunds. This company 's incredulous behavior in this is unfathomable. I am requesting that SPS go to the XXXX XXXX XXXX XXXX website mentioned at the top of those letters, download the refund request application, and submit a request for the refund of those checks they mentioned in their response, so they are able to follow through with what they said they would do in their response concerning those funds. To reiterate what I mean, I will repeat the comments pertaining to this made by SPS in their response, stating : " Please be advised that the delinquent tax payment SPS sent to the tax office on XX/XX/XXXX, was not refunded to SPS '' ... ... " As such, SPS has not received a refund for this tax payment totaling {$1300.00}, which was {$1200.00} as a base, and {$130.00} as delinquent tax penality '' ... .... " Any further refunds received by SPS will be sent to you. '' SPS has still been unwilling to apply for a refund of the duplicate payment ( referred by them as delinquent payment in SPS 's response comments ) that they made to our tax account after we had already paid our tax account off, and subsequently charged us to pay them back those funds. Up-to-date, they have still charged us those funds totaling {$1300.00}, pending them receiving a refund for that money from the tax office. SPS needs to make a refund request and follow through with what they said they would do in their last statement above to resolve this issue, stating : " Any further refunds received by SPS will be sent to you. '' SPS has to apply for a refund of their imoney in order to get a refund of {$1300.00} to send to us.

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