Consumer complaint received 2024-06-10 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: SELECT PORTFOLIO SERVICING, INC.
State: MO

Complaint narrative:
My loan was previously with XXXX XXXX. I went on forbearance in XX/XX/XXXX when I had to go on medical disability. XXXX XXXX sold my loan as a result of this. Select Portfolio Servicing is now servicing my loan. When I try to make an online payment the automated system does not work. It asks for last four of social security number and # sign. When I do this, it is recognized, and they hang up. 

I wrote a letter on XX/XX/XXXX, regarding my mortgage and escrow. I received a letter from Select Portfolio Servicing stating my Homeowners Assistance Fund had been closed. I have no idea what that means. The overpayment of my homeowner 's insurance was not addressed. 

I explained to XXXX XXXX that my homeowners insurance had never lapsed and I sent proof. I explained to them that I was not able to send the proof earlier because I had been sick and hospitalized numerous times. They told me once I sent the proof my mortgage would be adjusted. My original payment was {$1200.00}. Due to them adding and additional amount for the insurance made my mortgage payment my mortgage was {$1200.00}. I have been paying {$1200.00} for 12 months. I believe I should be refunded the e overage paid on my homeowners insurance. 

In XX/XX/XXXX I had to go on disability due to health issues. At that time I went into forbearance for XXXX months because I wasnt receiving any income. I was not able to pay my taxes in XX/XX/XXXX. I applied for assistance and was approved. The following payments were made on my behalf. 

{$1900.00} {$1200.00} = {$720.00} additional. I called and was told the additional amount is due to escrow. If the escrow is only {$370.00} where is the additional {$350.00} coming from? This makes no sense to me. The following payments were made on my behalf. 

Date XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX I would like to know how much the escrow on my XXXX taxes is short and if I will be given a refund for the homeowners shortage since my insurance had never lapsed. I also want to know why I am still being charged for the escrow if there is no shortage. 

I do not want this company collecting mortgage payments. Apparently, there are serious errors that affect my mortgage payments which is not fair to me. I would like my mortgage to show the correct amount due each month. 

I am writing the XXXX XXXX XXXX and the mortgage company ( XXXX XXXX ) to see if they can find a solution. 

As a result of the servicer escrowing my account, I am unable to pay the {$1200.00} online. I have to pay the {$1900.00}. I was told the breakdown was XXXX mortgage, XXXX escrow and {$350.00} escrow shortage. My online statement states there is no shortage so who am I still required to pay {$1900.00}? 

When I try to the SPS, I am told to enter the last XXXX of my social security and # to speak to someone. I continue to enter the last XXXX and # and I get the system did not receive a response no matter how many times I enter it. 

I would like my mortgage account audited to have the correct amount due.

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