Date Received: 2024-01-12
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Dear CFPB : Please look at the recently closed complaint XXXX. It was closed prematurely I checked with SPS today and now they are showing I have a negative escrow. This is not correct as they have never disbursed any escrow funds. They have collected from me {$1100.00}. They never sent me a refund. They were supposed to pay my taxes They did not I paid them along with the delinquent fee. There prior letter does not reflect their intention to reimburse me for the tax delinquent fee This has not been resolved and it is over 45 days
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 91307
Submitted Via: Web
Date Sent: 2024-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-15
Issue: Struggling to pay mortgage
Subissue: An existing modification, forbearance plan, short sale, or other loss mitigation reli
Consumer Complaint: I made a loan modification last year. I finally got caught up on everything now they have raised it over {$800.00} a XXXX. They said this was because of XXXX. Also, a small increase an insurance and taxes. Also, several payments are missing and they cant tell me where they are.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 469XX
Submitted Via: Web
Date Sent: 2024-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-13
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I set up auto pay directly with select portfolio mortgage company after previously making them through my bank. I was told that the set up would be quicker and could even make real time payments that could be applied real time to reduce principle. This would allow it to be properly applied- sending extra from my bank would not ensure that they would apply it correctly even though memo would state how I wanted it to be applied. I HAVE HAD NOTHING BUT PROBLEMS WITH THEIAUTO PAY. They have missed payments, not applied the extra correctly and I have NO confidence in them. I have had extensive conversations to resolve. The last straw was that I saw a credit file alert stating late payment EVEN THOUGH I HAVE AUTO PAY THROUGH THEM. I believe that this companies has deceptive billing practices, is derelict in their management of funds and falsely reports to credit agencies based on their errors. I have no way of confirmation that thary are processing things correctly and would like for them to be fully invesistagated as an organization.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30281
Submitted Via: Web
Date Sent: 2024-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-17
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: We have taken home insurance from XXXX XXXX and there was damage to the roof due to hail we have raised a request for a XXXX XXXX, and XXXX XXXX has issued the claim amount in multiple checks to the mortgage provider Select Portfolio Services, The contractor has completed 90 % of the work, and the mortgage provider is waiting for his payment. I raised a complaint on XXXX about the same on XX/XX/year> ( XXXX ) and the provider Select Portfolio Services has arranged for a home inspection for the work done and released the initial payment, now the final inspection from the mortgage provider Select Portfolio Services is completed and they are not releasing the final amount. I tried to reach them multiple times but no response the contracting company has spent over {$400000.00} for the repairs and waiting to get the money. and now the contracting company wants to take legal action and sent us a lien notice, we request you help me in getting the amount from our mortgage provider Select Portfolio Services. Your help will be appreciated on this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75022
Submitted Via: Web
Date Sent: 2024-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-15
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: Follow up on Complaint # XXXX Need to speak to someone in person regarding my issue. When responding to my complaint through CFPB, SPS did not fully answer my concern. ***** Over the course of years, I have had one mortgage loan transfer to a numerous amount of servicers. These servicers have included XXXX, XXXX, XXXX, XXXX, SPS. The later being the current provider ( Servicer ) During the course of paying off this loan, I have had problems with each of the above mentioned companies and the issues with each, have snowballed into a mortgage loan where my six month arm interest rate was not calculated correctly, mortgage payments not being applied properly, with missing principle payments altogether. Extra principle payments not being applied to the balance early in this loans tenure, in addition to drive by fees being charged and a foreclosure notice being sent, when I had never missed a mortgage payment in my life. If a judge ever saw the disaster of the supposed mortgage payment history ledger, a jaw would drop. I have many notes of trying to contact XXXX, but before they fully addressed my concerns, the loan was sold and this company, I was told went out of business. The loan servicing next passed to XXXX, D/B/A XXXX XXXX. Many phone calls where placed to this company and their executive team, but I was constantly pushed off and my calls were not answered. I have emails/ phone records to back up all my claims. When I finally did reach XXXX XXXX, the loan had transferred and it was communicated in so many words, that not our problem anymore, the loan has been sold I have been struggling with my current servicer to gain information on this mortgage loan due to an inaccurate loan balance. This particular loan servicer will not return any of my calls, after setting up phone appointments with their Ombudsman office. They simply will not call me back. The loan histories of payments and balances is extremely hard to decipher, with the balance going up XXXX XXXX in one instance ( in just one month period ) then down, with four ( 4 ) months of missing payments and the loan balance amount being close to the prior balance of preceding four months. What happened to my payments being made during all these months and the proper application of the principle being applied? I have dutifully asked SPS repeatedly for the mortgage history on the XXXX loan, but was told that they could not provide the data. A servicer should be able to provide this very important information to a consumer, as this is Federal law. I had made additional principle payments towards this mortgage back then, that are missing and unaccounted for. I have been trying to get all issues resolved with the current servicer and I had started the process last XX/XX/XXXX. Many Notices of Error have been sent to this current lender, to no avail, as with the other companies mentioned above. SPS is refusing to speak to me on the phone regarding the above mentioned discrepancies. This current mortgage servicer has a role to play in the violation of multiple Federal consumer financial laws, and have engaged in unfair and deceptive acts and practices in violation of the Consumer Financial Protection Act of 2010, and have violated the Real Estate Settlement Procedures Act ( RESPA ), plus the Homeowners Protection Act of 1998 ( HPA ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 220XX
Submitted Via: Web
Date Sent: 2024-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-15
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: Date XX/XX/XXXX Dear, Consumer Financial Protection Bureau ( CFPB ), I hope this message finds you well. I am writing to bring to your attention some discrepancies in my mortgage account with Select Portfolio Servicing ( SPS ) that have arisen following my participation in the Illinois Homeowner Assistance Fund program. Upon approval for assistance from the Illinois Homeowner Assistance Fund, I was approved for {$60000.00} on XX/XX/XXXX, with the understanding that this amount would be used to bring my mortgage account current and prevent foreclosure. The Illinois Homeowner Assistance Fund advised me to obtain a letter from SPS stating the full amount required, and according to their guidance, I needed {$57000.00} to prevent the foreclosure sale scheduled for XXXX XXXX XXXX After the Illinois Homeowner Assistance Fund paid SPS, my account still displayed a negative balance of {$1800.00}. SPS explained that this discrepancy was due to omitted attorney 's fees from XXXX despite my payment of over {$17000.00} to resolve the XXXX foreclosure. In my XX/XX/XXXX, mortgage statement, attorney 's fees had risen to {$3200.00}, identified as foreclosure fees from XXXX. I promptly disputed this charge, and despite waiting for 60 days, I am dissatisfied with SPS 's explanation. I am requesting a full mortgage loan investigation to address the discrepancies in my account. It is concerning that SPS retroactively added fees that I had already paid, leading to a negative balance. This has created a lack of trust, and I fear that fraudulent charges may persist. I disagree with SPS 's explanation of additional fees being added to my account and would appreciate your urgent attention to this matter. If hiring an attorney is necessary to uncover the truth, please advise accordingly. My primary goal is to have the {$3200.00} removed from my account and to prevent the addition of charges that do not legitimately exist. I believe it is crucial for SPS to honor the agreement made with the Illinois Homeowner Assistance Fund, wherein my account was expected to return to regular monthly payments after the payment of {$57000.00}. Thank you for your time and attention to this matter. I look forward to hearing from you soon to resolve these issues and restore the integrity of my mortgage account. Sincerely, Account Number XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX IL, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60629
Submitted Via: Web
Date Sent: 2024-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-14
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: On XX/XX/XXXX I mailed my payment for mortgage to SPS, the servicing company for XXXX XXXX XXXX. I received a automated call on XX/XX/XXXX stating that the payment is due. Again, I sent it on XXXX personally, with the SPS coupon, for a USPS Station. Today is XX/XX/XXXX and no credit of my payments has been made. This is a monthly reoccurence, not posting my payment. Still, after talking to them they say they don't have the payment. I sent SPS a copy of the receipt the USPS gave to me on XXXX, but after tomorrow the payment will be late and therefore show up negatively on my credity report.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 94127
Submitted Via: Web
Date Sent: 2024-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-13
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: SPS my mortgage company ( SPS # XXXX ) has had since last year a copy of my Flood Insurance that is covered under my HOA. I uploaded the Flood Insurance Certificate onto SPS web site that allows you to upload documentation. That was done XX/XX/XXXX and on XX/XX/XXXX I received a email from SPS stating they received the documentation. With that said, SPS has been charging me every month since XXXX of last year an extra {$150.00} per month due to the fact they have never removed their Flood Insurance Policy and replaced it with my HOA. So at this time, I have been charged so far {$1000.00}. Even after speaking with SPS Insurance Depart ( XX/XX/XXXXXXXX XXXX XXXX ) where they stated that they do have my HOA flood insurances policy on file but never removed their to add mines! Now SPS states that they need to verify the Flood Insurance Policy that my HOA send to them before any refund can be made. I said no. You have had this since last year. Therefore, remove your flood Insurance. The agent said nothing else, and left me on hold for over 45min. Before, he hung up.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-11
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I received an escrow analysis from my mortgage servicer that my escrow balance was short nearly XXXX and my monthly mortgage payment was due to increase over XXXX monthly. I closed on my property XX/XX/XXXXXXXX and prepaid 1-year insurance and also escrowed an additional 3 months at closing. I provided SPS with the copy of my closing documents as well as the canceled checks for the premiums sent. In XXXX on XXXX I changed insurance companies with a lower premium. There is no possibility after living in a property for 2 years and prepaying 1 year 3 months at close as well as paying monthly I can be XXXX behind. The math does not work. I disputed the escrow analysis in XXXX of XXXX and still have not received assistance as they claim they need more time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55345
Submitted Via: Web
Date Sent: 2024-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-10
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: On XXXX I received a letter from SPS stating that my mortgage payment will be increased due to an escrow shortage due to property taxes and home insurance increase. Immediately, I contacted them and asked for help because in my acknowledgement the calculations were wrong. Unfortunately, I didn't receive any help, they told me that everything is clear, and I am wrong. After tried dealing with the matter over the phone, on XX/XX/23 I sent via mail a letter to Select Portfolio Servicing attaching the escrow letter, my homeowners insurance declaration page, my property tax bill. Until the present time, I did not receive any response about my letter. I called SPS today and they confirmed that {$4100.00} is my payment without any note or changes, they offered me mortgage assistance meaning loan modification, which I will never accept for something that they did wrongly. PLEASE help me to get this resolve, I can't afford the increase and not only that they are wrong in the calculations
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11364
Submitted Via: Web
Date Sent: 2024-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A