Consumer complaint received 2017-07-18 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: CA

Complaint narrative:
My loan was sold on XX/XX/XXXX    from  XXXX    XXXX   to  Select Portfolio Servicing.  I received a letter in early  XXXX  from  XXXX  that my escrow account was short {$540.00}. In this letter from  XXXX , they documented in writing that I had two options. I could have my payment increased to {$900.00} or I could pay the shortage by XX/XX/XXXX    XXXX   XXXX  , 2017  and my payments would be at {$860.00}. This has happened to me over the years and I have always opted to pay the escrow shortage in full rather than increase my payment. So, I sent  XXXX  the check for {$540.00} on    XXXX   XXXX  , 2017   . Well,  XXXX  sold my loan to Select Portfolio Servicing on  XXXX   XXXX ,  2017  which I was not aware of until  XXXX   XXXX ,  2017  as I received a letter from  Select Portfolio Servicing  dated  XXXX   XXXX ,    2017, t  wo d ays before the mortgage due date. I recently found out last week that  XXXX   XXXX  sent my escrow shortage check back to me because the loan was sold.     Now,  Select Portfolio Servicing  will not correct the payment amount. I have been on the phone with them  three  times in the last  24  hours and other times earlier in the month to get information to correct this problem. They informed me to go ahead and make my payment on line and pay the shortage. But the online system wo n't let me do that. The on-line system will only take the full payment of {$900.00} which is the wrong amount. So I call again and the representative offers to take it over the phone. I give him the bank routing number and my account number to deduct from my checking account and he says the routing number is not right. I have had this account for years and I am reading the number right off the check and I read it to him at least 5 times and still he tells me it 's not correct. Next, the then tells me to go back online and try it again. I do, and the system wo n't take my payment. I call back again, and another representative says he can take both the correct payment of {$860.00} and the escrow shortage of {$540.00}. I am relieved to know I finally have someone who can process a simple payment and escrow shortage. Then, he tells me I have to pay {$15.00} to process the payments and I said " No, this is your issue, not mine and I should not have to go through all this stress and anxiety to make a payment. Especially since I have paid my mortgage on time for the last 10 years and I have never had to pay any fees of any kind. '' After numerous calls and attempts to make this payment and the escrow payment, I am now late on my mortgage and I am extremely upset with both  XXXX  for returning my check without even contacting me and wit h Select Portfolio Serving  for finding numerous ways not to accept my mortgage payment and my escrow shortage payment. This is completely abusive and I have been in the banking/mortgage banking industry for 30 years and there is no way the routing number was wrong and they are lying to get a late fee out of me. The online system took the routing number the first time when I typed it in. It should also be noted that I sen t Select Portfolio Servicing  the documentation from  XXXX  to prove my payment is {$860.00} and proof of the escrow shortage of {$540.00} along with the proof of my options.

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