Consumer complaint received 2024-08-18 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: CA

Complaint narrative:
My home mortgage is serviced by Select Portfolio Servicing, herein after referred to as ( SPS ). I have reached a stalemate in achieving a sustainable mortgage payment due to not having one specific representative to work with me through the entire process. Each time that I believe that we are making progress a different representative receives my file and apparently, they are not reading any of the notes. I am no longer behind on my payments. 
Over the past few years, it has been challenging to get my mortgage payments in on time due to very serious medical issues that caused me to pay an enormous amount on medication and medical co-payments up to {$250.00} per day while receiving XXXX, XXXX and additional costs for medications. 
When I got back on track in paying every mortgage payment on time. SPS started a new policy of doubling the escrow amount each month raising my mortgage approximately {$250.00} more per month. This new policy caused me to fall behind due to the enormous medical cost and a new higher mortgage payment. 
I found out in XX/XX/year>2024 that the payments that I was making on my mortgage were not being applied to my mortgage account but was placed on hold. I contacted SPS and no one could tell me why my mortgage payments were not being applied to my mortgage. 
This caused me to contact H.U.D. I have been working in conjunction with H.U.D. my XXXX is XXXX XXXX at the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. We and I had a teleconference with SPS XXXX XXXX on or about XXXX XXXX, 2024. Representative XXXX worked with us to organize payments that were made to my home mortgage that had not been applied to my loan. For some reason payments had been placed on hold and not applied to my mortgage which made my loan appear to be delinquent. Representative XXXX and her supervisor worked on applying the payments to my mortgage while we discussed the new payment applied to my mortgage after the Escrow evaluation. 
XXXX XXXX at H.U.D. has been working with me and SPS to get a sustainable mortgage payment which I had for many years. My monthly mortgage payments were {$1400.00}. It was then changed to {$1600.00}, last year, and then changed to {$1500.00} and as of XXXX XXXX, 2024, it is {$1800.00}. 
SPS representative XXXX stated that there were so many errors and omissions on my mortgage account that it would take longer than our telephone conference to correct them. Representative XXXX stated that she handed the file over to her supervisor to release my mortgage payments that were being held in a separate account and process them on to my mortgage account. 
On XXXX XXXX, 2024, SPS approved my Application for Assistance but did not consider the payments that I made, my deferral for XXXX and XXXX of 2024 totals : {$1900.00} and the XXXX payment made on my behalf by the XXXX XXXX XXXX XXXX in the amount of {$1900.00}, my XXXX payments in the of amounts of {$1500.00} totals {$4600.00}. The grand totals made to my account totals : {$840000.00}. My mortgage account is no longer delinquent, but SPS has not recognized it. 
To date the payments have not been applied to my mortgage account. Therefore, SPS is showing a delinquent balance for the entirety 2024, this is in error based on the information above.

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