SP Servicing Mortgage servicing, rip off, unscrupulous Utah

Our mortgage was transferred from HSBC to Caliber Home Loans with an escrow amount of $854.  Made all payments on time.  Mortgage was then transferred to SP Servicing who stated we are 3 months in arrears, plus owe additional monies for taxes, insurance, etc. totaling approximately $11,700.  Applied for loan modification and their offer was to reduce monthly payment from $1895.40, which does not include taxes or PMI, to $1627 and include taxes and PMI.  We would pay $1627 monthly for the remaining 410 months of our original mortgage agreement and at the end of the term in April 2026 there would be an additional balloon payment of approximately $153,000 due if we chose to keep our home.  Mortgage servicer cannot explain how we went from having an escrow credit to being months in arrears when all payments have been made.  Repeated attempts to have the account research but request is always closed out after 4-5 days because SP Servicing states we did not provide them with needed documentation, despite no documentation having been requested.  SP Servicing has the complete payment history of our mortgage so I do not understand how or why they cannot rectify this account.