This is the worst loan servicer I have ever dealt with. We refinanced with another lender, and the process of getting our escrow balance, buy-down reserves, and interest overpayment refunded was an absolute nightmare.We had to call multiple times and speak with several different call-center representatives. Although we eventually received a refund check approximately 30 days after the refinance closed, the check included no itemized breakdown, making it unclear whether the overpaid interest, buy-down reserves, and escrow balance were fully refunded.When I called to follow up, the representative stated that all refunds had already been issued. After I asked for a more detailed review of the account, I spent over 45 minutes on the phone while he “researched the information” and attempted to “reach out to management.” I was then transferred to a supervisor, who stated that she needed to contact the payoff department for confirmation. She also noted that this confirmation could not be obtained the same day and would require an additional 3–5 business days.So 35 days after our refinance, we still don't know if we have been refunded everything.On top of that, the SPS mobile app is essentially unusable, and the website is clunky with a confusing and poorly designed user interface.I strongly recommend that anyone going through a loan or refinance process avoid SPS altogether. This is a poorly run company with frustrating systems and inadequate customer service.
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