Date Received: 2024-03-13
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Please see the attached record of payment. Account has never been past due 90 days.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 600XX
Submitted Via: Web
Date Sent: 2024-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-10
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: My complaint is that XXXX applied XXXX leniency to me without informing me that modifications were not possible.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92604
Submitted Via: Web
Date Sent: 2024-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-09
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: I was granted forbearance during covid, however, when i reinitiated payments I wasn't aware they had drastically increased my monthly mortgage payment. I was sending in the same amount I was paying prior to the months granted without payment. Because the amount was what I thought was my monthly amount and not the increased amount, this servicer refused the entire payment. I didn't realize this for approximately XXXX months. When I contacted them to make arrangements to correct the monthly amount, they had included all of the accumulated interest from the covid period, the covid payments, the returned restatement payments, and added penalties. They refused to accept any payments unless it was the full amount they had tallied up to be over {$60000.00} instead of the XXXX months. This servicer refuses payment of any kind unless it is the entire amount, so the interest and penalties quickly added up and continue to compile so that a borrower is never able to catch up. Since they won't accept any partial payments of any kind they continue to accrue massive interests. My only choice was to attempt to work with them on some kind of recovery option. I have been attempting to get a " complete package '' to them for over a year. All the while they continue to increase my amount owed. They have set a foreclosure date, but refuse to accept the package as complete. They ask for the same information multiple times even though I send it to them the first time they ask. Since XXXX I call every other day. They send me a letter, literally, every XXXX days asking for something else and more often than not something they already have. However, when I call what they ask me for is entirely different from what is on the written request and is not present anywhere in writing. I provide the items from the conversation and from the letter. XXXX days later, I have a request for something else ; all the while the foreclosure date advances and they refuse to stop or even hold the date. Every time I call they tell me this is the last thing they need. Every time I get a request for something they have already asked for and recieved. They have tried to tell me they can't determine the taxes on my paystub which is clearly labeled. They have claimed they can't tell how many owners are on my husbands business but they have all of our tax records which clearly reflect he is the sole owner. They have all our bank statements, but can't identify a deposit which they know the amount of and require us to resubmit it and circle the amount. There is so, so much more. I went to mediation with the understanding that both parties enter this with the legal intention of reaching an agreement. I was told by their trustee attorney that " they have not and will not have any intention of providing any foreclosure prevention options '' and the only way of keeping our home is to pay the arrears in full. I believe this to be a breach of the legal obligations of mediation, but the mediator says they met the agreement. They advised to be contact the XXXX program and I did. I was approved for the full grant amount. However, I received a letter from HAF stating they were sorry to inform me that I had been declined for the program. Why? " Because the servicer refuses to work with the program. '' To this day the servicer has not responded to my request for information regarding why they won't accept the grant. The servicer never even told me that they wouldn't. I only received notice from HAF. This servicer holds my home in foreclosure while continuing to require additional information ( that they already have ) and today I get a letter saying they have everything and they are reviewing my application. Again, still in foreclosure. I advised them that both of these practices are dual-tracking but it doesn't change anything. If they would remove the foreclosure status from my credit even for the XXXX days they need for review I could access my XXXX XXXX in equity, access a HELOC or refinance the loan and save our home My score was almost XXXX before they tanked it with this mess. Their intention clearly, is to steal my home with their predatory and often illegal practices. But, they are bigger than me so what am I left with to do? Thank you in advance for reviewing this and if there is anything you can do.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98296
Submitted Via: Web
Date Sent: 2024-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-09
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: My last company had me on a plan to pay escrow shortage over XXXX months. The statement I have attached to show I was supposed to start making payments on this plan as of XX/XX/year>. New company, SPS, does not honor this plan and wants me to pay over {$1200.00} more a month that I can not afford. They should honor the plan of the previous mortgage company.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20707
Submitted Via: Web
Date Sent: 2024-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-07
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I had a mortgage with SPS they sold my mortgage to XXXX XXXX in XX/XX/XXXX. I paid the home off through XXXX XXXX which reflects on my credit report in XX/XX/XXXX. The problem is Select Portfolio Servicing is still reporting my mortgage as open. I have been reporting this to the company Sps and all credit reporting agencies still to no avail. At this point it's affecting my credit and me purchasing a home I don't know what else to do.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 300XX
Submitted Via: Web
Date Sent: 2024-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-06
Issue: Struggling to pay mortgage
Subissue: Foreclosure
Consumer Complaint: I spoke with the lender before and they said that we can do a short sale. I listed the property again with my realtor as a short sale. My realtor called in and checked if there is anything needed from the lender for a short sale and they said that we can not do a short sale because there is an auction date that is not within the XXXX time frame. All I ask is that they postpone the foreclosure so that we can do a short sale which will benefit both parties. I just want this to be done with and with them not allowing a short sale that is just unfair.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 70815
Submitted Via: Web
Date Sent: 2024-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-04
Issue: Struggling to pay mortgage
Subissue: Foreclosure
Consumer Complaint: On XX/XX/XXXX I received the request for mortgage assistance application from Select Portfolio Services. I completed the application an mailed back the the application and hardship letter just as directed to do in the letter that I received. I did this on XX/XX/XXXX. The letter stated I had until XX/XX/XXXX to respond. I received a call on XX/XX/XXXX asking if I was going to submit the request for mortgage assistance. I informed the representative on this day that I had mailed in the information on XX/XX/XXXX. The representative advised that I mail in the information again. So I mailed in the request for mortgage assistance ( RMA ) again with my letter. I was told to put " Appeal Letter for Review '' on my hardship letter. I was told this information had to be submitted in writing and I couldn't get it over any other way. I again mail off the information requested. I called Select Portfolio Servicing on XX/XX/XXXX ( before the XX/XX/XXXX deadline ) to ask if my applications and letters had been received. Once again I was told no the application I returned on XX/XX/XXXX nor on XX/XX/XXXX had been received. I was told I would now have to overnight the information. On this day I sent the same information. for overnight delivery. On XX/XX/XXXX I called back and was told the information hadn't been added to my account as yet, but I would need to keep an eye out for a response to my request for mortgage assistance. At this time I was also having a problem with the post office returning all of my incoming mail. I asked the representative if all correspondence sent to me would show as it normally does on the dashboard of my online account. I can print and/or view all correspondence sent by SPS on the website. The representative told me yes everything would show on the website. I called back on XX/XX/XXXX and was told my loan was placed on a review hold of some sort on XX/XX/XXXX so that may be the review of my request. He didn't see any other notes about the review hold. I was told to mail in the information again just to be safe. The representative told me to put the loan number on each page that I send to ensure none of the information gets separated. So again on XX/XX/XXXX I mail in the requested information. Since XX/XX/XXXX I've monitored the website and checked my mail once I got that situation resolved. I did not receive any correspondence about the status of my assistance request. On XX/XX/XXXX I called the mortgage company 's attorney, XXXX, XXXX and XXXX to inquire about the sale date of my home. The representative at the attorney 's office said the sale date had not been moved as of yet, but there is a hold on the foreclosure. She told me the hold could be because of pending loss mitigation on the loan and for me to contact SPS. I told the attorney 's office that I had applied for assistance and had not heard back. I immediately called SPS on XX/XX/XXXX. The first representative I spoke with told me she didn't see record of anything that I submitted. She asked me to email over the request for mortgage assistance that I submitted. I emailed it over to her to XXXX, but while waiting for her to confirm that she received it the call dropped. Despite confirming she had my contact number should the call fail, she didn't call me back as she said she would. So I call back. I got a new representative on the line named XXXX. I was trying to explain the situation to XXXX. She was not as helpful nor professional as the first representative. She continually cut me off and talked over me. She said she didn't see anything that I sent in. Again I explained that the other representative asked me to email in what I had mailed and sent overnight. XXXX 's reply was I don't know why she would have you do that because everything must be received in writing. I respectfully told XXXX I found her to be insensitive and rude. She said she was still reviewing the file. She then said she saw my request for assistance had been denied. I asked if she didn't see my request for assistance that sent in multiple times, what was denied? I restated I sent in an appeal letter for review with the missing information which was just the application. She the told me that just because I submit an appeal doesn't mean SPS would accept it and that request had been denied. At this time I asked if she could connect me with the representative I was speaking with before or a supervisor as the information that she was telling was different than what I was told. She told me no she wouldn't be able to do that. She told me my foreclosure sale date of XX/XX/XXXX was moving forward and that's all she could tell me. I then asked her about the hold that their attorney 's office mentioned to me and why the attorney wasn't aware that the foreclosure was moving forward. She said she didn't know what the attorney 's office didn't know this information and she didn't know anything about a hold. I then asked for a supervisor again. I was so frustrated by this point. I explained to XXXX that she clearly viewed me as just another person on her phone and that this is my whole life that's on the line. She said she would get a supervisor and for me to continue having a wonderful day. My reply back to her was for to please get the supervisor and to please leave the call. She again said " and you continue to have a wonderful day ''. She placed me on hold and then after about XXXX mins the call dropped again. I called back on XX/XX/XXXX for a third time. I spoke with XXXX and informed her of the conversations I had with XXXX. She immediately got a supervisor on the line. I didn't have to hold and for the first time on that day the call did not drop. The supervisor I spoke with said that there wasn't record of me sending anything in. He also mentioned that a letter went out on XX/XX/XXXX stating the request for assistance had not been received and it was closed. He then told me I had options of cash for keys or I could try to sell my house in 5 days before the foreclosure. He further told me that there was nothing that SPS could do for me. My question to him was if SPS knew this all along why was I repeatedly told to submit the request for mortgage assistance document if even without receiving the request he knew SPS wouldn't/could n't do anything to assist me? He told me SPS does not want to foreclose on my home. I explain that I have tried everything to save my home. I filed bankruptcy and SPS fought to be removed from relief of stay at that time as well. So it appears that SPS absolutely wants to foreclose on my home. I asked if the RMA wasn't really an option why it would even be presented to me. How could I be denied assistance if by their records I didn't apply for assistance? I asked him why the letter dated XX/XX/XXXX was not listed on the website and why i hadn't received it. I also asked about the foreclosure hold that the attorney representative mentioned to me. He didn't have any answers for me, but said he would ask and call me back. I told him that I was so confused and frustrated that I was going to contact the CFPB as I didn't know what to believe or what was actually my status. At that time he told me I could write a dispute letter explaining everything and to send that along with the request for mortgage assistance information that I had previously submitted. He said I could email that information over. He said this would not be a resolution but would be something that I could try. I did this on Friday. I received a confirmation email stating my email had been received by SPS. I have go round and round with this company. I don't understand their processes and procedures. Everything I have been instructed to do have done, only to be told my information was never received and I was denied. I don't know if my home will. be foreclosed this Wednesday, I don't know anything. I have not been able to sleep. or eat due to the amount of stress this entire situation has caused. I went to the XXXX on Saturday morning with XXXX XXXX XXXX XXXXXXXX XXXX XXXX I ask for assistance and guidance from this body as I don't know how else to communicate or interact with this company. XXXX XXXX XXXX XXXX XXXX XXXX XXXX CO XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80015
Submitted Via: Web
Date Sent: 2024-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-02
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I filed for a loan remodification. During the process several people at the mortgage company were involved because of their policies. I agreed to record every single phone call. An escrow issue became part of the problem. ( Which all phone calls can give the total truth. ). Moving forward I made every payment every month during this process. A few times I only had enough to make principal and interest. I was told that was ok at the moment while this process was going on. Every time there was an issue someone would give me instructions, I would carry that out, call and have to speak to a different person because my representative was on the phone. It was a nightmare to say the least because some would say to do something different because of some customer service person gave me wrong information. Id go to another step, turn that in and again someone else would tell me that was wrong. This seemed like it took forever to do. I was making payments, escrow was getting behind. I was told modification went through and I was given a payment to start the trial..that also changed XXXX times. I cant stress enough of how this whole process got twisted XXXX different ways. Then, the mortgage company turned false information in to my credit report with a much higher payment because of escrow. I never signed anything that said my payment was over {$1000.00} per month. I accepted and agreed to the last contract that was written for {$690.00} I set up XXXX automatic drafts to be deducted from my checking account for XXXX, XXXX and XXXX. The mortgage company sent the total monthly payment as {$1000.00}. Thats not correct!!! I have paperwork where I accepted {$690.00} My XXXX XXXX with all XXXX bureaus went down over XXXX points! This is wrong on so many levels!!! I need help please!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 38117
Submitted Via: Web
Date Sent: 2024-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-02
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: Facts : On XXXX XXXX, XXXX I mailed XXXX checks, numbers XXXX and XXXX ; Check number XXXX was for the amount {$6500.00} which was annotated for our XXXX, XXXX mortgage payment, and number XXXX was for the amount {$1500.00} which was annotated to be applied to the escrow shortfall. These XXXX checks were delivered by USPS ( certified mail ) at XXXX AM to the Front Desk / Reception / Mail Room in XXXX XXXX XXXX, UT XXXX ; they were addressed to Select Portfolio Servicing , Inc . Attn. XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, UT XXXX. Prior to that, I had received a letter, dated XXXX XXXX, XXXX, that indicated that Select Portfolio Servicing ( SPS ) had conducted the annual analysis of the escrow account held by SPS for payment of property taxes and insurance. Their analysis projected a shortfall in XXXX, that they were permitted by law to hold a higher balance than was projected. I was invited by that letter to make an additional payment to the escrow account to reduce that projected shortfall, which I did in the amount of {$1500.00} ( see above ). SPS converted both checks to ACH transactions ( as permitted ), those transactions were posted on my checking account on XXXX XXXX, XXXX. The XXXX ( XXXX ) statement shows the required payment for XX/XX/XXXX : Principal : {$1800.00} Interest {$2000.00} Escrow : {$850.00} Total : {$4700.00} The XXXX payment ( Check # XXXX ) was made to the amount {$6500.00}, to be applied ( I do not have a photo copy of the chit I filled out, didnt think I need XXXX ) : Principal : {$1800.00} Interest : {$2000.00} Escrow : {$850.00} Additional Principal : {$1700.00} Total : {$6500.00} According to both my records and SPS accounting records XXXX as shown on the Statement dated XXXX XX/XX/XXXX ) the beginning principal balance is {$430000.00}. SPS accounting records show beginning escrow balance of {$240.00} ( I dont track escrow separately ). My records show that the closing balance SHOULD have been {$430000.00}, SPS accounting records ( XXXX XXXX, XXXX statement ) show closing balance of {$430000.00}, with a carry forward ( unapplied ) balance of {$240.00}, a difference of {$1700.00}. On XXXX XXXX, XXXX I pulled the mail from my mail box, saw the envelope from SPS and opened when I got inside my house. Upon inspection of the statement first thing I noticed was the unapplied balance, then I noticed that their ( SPS ) transaction summary was confusing and incorrect. I called SPS immediately and talked with their representative, named XXXX, and requested that they ( SPS ) revisit the accounting indicated on the XXXX statement, that there should be NEVER any unapplied balance, and that they should correct the accounting, and send me a corrected XXXX, XXXX, statement. I told XXXX that I would delay my XXXX payment a bit so that they would have a chance to cleanly correct the accounting without having to back-out my XXXX payment. I mailed ( certified USPS ) my XXXX payment on XXXX XXXX, XXXX. Complaint : Because of their ( SPS ) misallocating the both the submitted escrow payment and the regular mortgage payment for XXXX, XXXX, ( total {$8000.00} ) SPS has, in effect, imposed a pre-payment penalty in violation of the terms of the note we signed when the mortgage was originated. They ( SPS ) may also have lost some of the funds we supplied to pay down the principal and / or pay into the escrow account. The interest ( for XXXX ) appears to be paid correctly. I am including a scan of the Transaction Activity shown in the XXXX, XXXX, statement : ( see attached file named XXXX ). I am including a snippit from my Mortgage Accounting spreadsheet : ( see attached file named XXXX )
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 217XX
Submitted Via: Web
Date Sent: 2024-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-01
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: In XX/XX/year> I emailed a request to obtain escrow summary information to my mortgage servicing company : Select Portfolio Servicing, Inc ( SPS ). They were raising the amount of escrow they were collecting by {$56.00} per month. In my letter, I pointed out that my property taxes in IL have gone down ( lower ) every year for the last 4 years and yet SPS has raised the amount collected every year anyway. I asked to have at a minimum my payment kept the same. In XX/XX/year> I received a letter that contained a lot of false data and misinformation. In this letter SPS claimed to have paid much higher amounts in property taxes for the last 2 years than I actually owed or XXXX XXXX billed, thus supposedly generating a shortage. In XX/XX/year>, I called the service department again contesting the data claiming overpayment. On XX/XX/year>, I went to the XXXX XXXX XXXXXXXX XXXX and obtained paperwork showing that the higher amounts claimed were never paid and that no refunds have been issued due to overpayment. I believe that since I am XXXX and a XXXX XXXX that this company is attempting to employ shady business practices to make this loan payment unaffordable to me. They are wrongly overcollecting on the proprerty taxes and openly lying to me on the payment amounts made.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60005
Submitted Via: Web
Date Sent: 2024-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A