Consumer complaint received 2023-09-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: SELECT PORTFOLIO SERVICING, INC.
State: TX

Complaint narrative:
Initially, we requested Mortgage Assistance in XXXX, 2021. 

We spent XXXX months trying to get assistance ; we were told continually that documents we sent were not enough one week, the next week it was enough, but they needed something else. Then the next week the first document was not enough. We went rounds and rounds. I had to miss an incredible amount of work going to the post office, the county, the city over and over to get documentation. Once I got the documentation they would tell me it was unacceptable. XXXX months. We had to fight them that our house existed. Every time we talked to someone we were given different answers, different information, most of it conflicting. None of it helping us get towards assistance. 

We were told XXXX times in that XXXX months that was qualified for the assistance we requested, but THEIR POLICY was to get enough documentation as if we were REFINANCING our mortgage before they approved us for ANY assistance - including the assistance we were told we were approved for. 

We finally were able to get funds from the Texas Homeowner Assistance Fund. In XXXX, after our mortgage amount was adjusted per the escrow - after HAF had paid on our behalf- I spoke with SPS. The representative told me that my new mortgage payment, effective XX/XX/XXXX would be {$3000.00}. I had {$1500.00} in unapplied payments on my account ( from payments I made from XXXX - XXXX ), so my XX/XX/XXXX amount due was {$1500.00}. After this conversation, I realized that HAF was sending payments on our behalf for XXXX, XXXX and XXXX payments. 

They sent {$4100.00} in XXXX, {$4100.00} in XXXX and {$4100.00} in XXXX. 

My mortgage payment adjusted to {$3000.00} starting XX/XX/XXXX. 

XXXX Amount Due : {$1500.00} ; Paid : {$4100.00} ; OVERAGE Paid by HAF : {$2600.00} XXXX Amount Due : {$3000.00} ; Paid : {$4100.00} ; OVERAGE Paid by HAF : {$1100.00} XXXX Amount Due : {$3000.00} ; Paid : {$4100.00} ; OVERAGE Paid by HAF : {$1100.00} The amount paid OVER for those XXXX months totals {$4900.00}. 

During my conversation with Obudsman in XXXX, they can not tell me where these funds are. I have been told the amount due for XXXX that I was told in XXXX was wrong, that the whole time my payment should have been {$4100.00}. They say they are 'applied ' but can't find where they are applied. During a conversation in XXXX, I was told if there was any overage paid each month, it would go into a " unapplied payments '' account that could be applied BY ME, at my request to my Escrow, Principal or future monthly payments. 

Not one of my statements from SPS showed that {$4100.00} was paid. It only showed a payment equal to the mortgage amount paid. 

ADDITIONALLY, XX/XX/XXXX, an Escrow Refund check was mailed to me. I received held on to it to use for XXXX 's payments. After depositing the check in XXXX, and it being returned VOIDED in XXXX, I reached out multiple times to SPS. Today, XX/XX/XXXX, someone finally gave me an answer. A very rude, matter-of-fact representative who basically told me to get 'over it ' that I was never notified the check was voided. When was it voided? In XXXX! I never received a phone call, text, mailed letter, email, or correspondence in my account. There was no communication that the {$3400.00} check I was mailed in XXXX was voided in XXXX. When I shared that it had wreaked havoc on our bank account, she said 'All I can say is this is what it looks like happens ' and had no response or reason why we were not notified. 

SPS has documentation of every phone call from XXXX on. When their representatives look at my account they can see that at no point in time we were ignoring our responsibilities to pay our mortgage. We fell on tough financial times and SPS did not care. Every time we talked to someone, we were told something completely different than the person before. They refuse to listen to the recorded conversations even when a new person tells you there is no way someone told you " X. '' Had they not screwed up our credit so bad while we were begging them for help and going through their millions of hoops, our Auto and Homeowners insurance would not have nearly doubled. AND, we would be able to refinance our house and get away from them. But we are stuck with them and their crooked, dishonest ways.

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