Date Received: 2021-11-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Select Portfolio Servicing ( XXXX : Select Portfolio Servicing , Inc . XXXX XXXX XXXX XXXX XXXX XXXX, UT XXXX ) purchased my home loan in XX/XX/. After purchase I received a letter in the mail stating I needed flood insurance. I live in the mountains, I've never needed flood insurance, FEMA website states I don't need flood insurance, and I forwarded all the documents to the lender showing I don't need flood insurance. I also contacted the ombudsman for the company to help me and emailed the ombudsman the documents showing I don't need flood insurance. I contacted my prior lender and my insurance agent who provided me with the certificate showing I don't need flood insurance. I attached the documents proving I don't need flood insurance to my lender website spservicingXXXX on XXXX XXXX and XX/XX/ and the lender charged my account {$210.00} for flood insurance in XXXX XXXX XXXX XXXX and XXXX XXXX They won't call me back or acknowledge the FEMA no flood zone proof. I can't afford another {$210.00} in fraudulent flood insurance fees. I'm extremely frustrated and need help resolving this issue. I've also found reviews online for SPS servicing with claims like mine that state they fraudulently charged customers who's loans they purchased for insurance they don't need. Please help me! XXXX XXXX email : XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ID
Zip: 837XX
Submitted Via: Web
Date Sent: 2021-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I called SPS because enrollment was down at the college I work at, they offered me a forbearance until XXXX. Now I am being told that there is not a guarantee to help with the payments that were included in the forbearance. They won't accept my child support documents stating their policy states that need a court order to show child support, see attachment On XX/XX/XXXX I asked them in writing to remove my child support income and not consider it. Today they sent a letter stating the same thing, see attachment SPS allowed me to correct my start date for work but won't allow to remove child support from my application, see attached application A rep from SPS mortgage rep stated that they didn't want to help me and would rather foreclose on the house.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 534XX
Submitted Via: Web
Date Sent: 2021-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: During the COVID-19, I contacted my server and they offered a forbearance, during this time my husband was on XXXX and after XXXX working for my employer, I was XXXX at age XXXX. Our mortgage is in foreclosure status, no sale date yet, I was denied a modification and the owner does not accept the amount to be put on the back of the loan. I believe I have tried everything, other than bankruptcy. My husband is XXXX old and is receiving XXXX XXXX XXXX and I am receiving XXXX XXXX currently looking for employment. At this age I feel helpless. I feel I was mislead and given wrong information. During this pandemic, I was offered the forbearance and I was told after the forbearance, Their would be other assistance I would be able to apply. I applied and they denied me for all the assistance that was offered, because I did not pay anything during the forbearance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93710
Submitted Via: Web
Date Sent: 2021-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Dear CFPB, The below is an email to SPS/Relationship XXXX XXXX XXXX XXXX I'd like for you to use as my complaint : Dear SPS/Mrs. XXXX, Please contact me as soon as possible regarding my Post COVID-19 Applications, Hardship Letters COVID-19 Forbearance Plan with reduced payment ( {$770.00} ), and related requests. Please review the following telephone conversations that I authorized to be recorded between myself and SPS Representatives regarding being told to NOT make the first of three ( 3 ) Forbearance Plan Payments in the amount of {$770.00} on XX/XX/XXXX, due to the matter being in dispute with the Consumer Financial Protection Bureau, along with subsequent recorded telephone conversations between myself and SPS Representatives : XX/XX/XXXX : I telephoned SPS to make a Pay By Phone Payment for the XX/XX/XXXX XXXX Forbearance Plan payment in the amount of {$770.00}. SPS Representative XXXX ID # XXXX told me NOT to make the {$770.00} COVID-19 Forebearnce Plan payment because my account was still under review for 30 days by SPS for a dispute/complaint that I had filed with the Consumer Financial Protection Bureau ( CFPB ) . XX/XX/XXXX : I telephoned SPS to discuss the COVID-19 Forbearance Plan and the XX/XX/XXXX Assistance Review Expiration Notice that I received on the Letters/Documents Section on the SPS website. SPS Represenative XXXX ID # XXXX told me that SPS would discuss my options at the end of the COVID-19 Forbearance Plan after the third payment was made in XX/XX/XXXX, that my account was still listed as being in Forbearance and that she could take a Pay By Phone Payment in the amount of {$770.00} for the XX/XX/XXXX XXXX Forbearance Plan. At that time I informed XXXX ID # XXXX that the previous SPS Representative ( XXXX ID # XXXX ) told me to NOT make the {$770.00} payment due to it being in dispute with the CFPB. As a result, XXXX ID # XXXX told me that I could continue with the COVID-19 Forbearance Plan by making the {$770.00} COVID-19 Forbearance Plan Payment for XX/XX/XXXX via Pay By Phone Payment with her ; which I did from my XXXX XXXX XXXX Checking Account ( Confirmation Number : XXXX ). XX/XX/XXXX : After observing DEMAND NOTICES dated XX/XX/XXXX on the SPS website, I telephoned SPS and spoke to SPS Representative XXXX ID # XXXX who told me that my COVID-19 Forbearance Plan Payment on XX/XX/XXXX in the amount of {$770.00} was not accepted as agreed upon by SPS Representative XXXX ID XXXX XXXX on XX/XX/XXXX. XX/XX/XXXX : At that time, I asked XXXX ID # XXXX to escalate the matter to a Supervisor, and was transferred to SPS XXXX Department XXXX XXXX ID # XXXX. I then explained the aforementioned Recorded telephone conversations to XXXX ID # XXXX that I had with previous SPS Reoresentatives. Escalation XXXX XXXX ID # XXXX then informed me that SPS Representative XXXX ID # XXXX should have escalated my situation to the Assistance department to reinstate the XXXX Trial Forbearance Plan. XXXX ID # XXXX also stated that he would review telephone conversations from XX/XX/XXXX and XX/XX/XXXX between myself and SPS Representatives to confirm that I was willing to make the {$770.00} payment in XXXX of XXXX that was paid subsequently by me on XX/XX/XXXX. XXXX ID # XXXX also me that he was esacalating the matter to Loss Mitigationand for me to make my XX/XX/XXXX and XX/XX/XXXX payments of {$770.00} no later than the XXXX of each month, and for me to look for a letter in 5-7 business days on the SPS website detailing the dispute. XXXX ID # XXXX further advised me that the COVID-19 Forbearance Trial Plan Payment works the same way as my mortgage payments in that the payments WOULD NOT be considered late as long as the payments are made within the month due, they WILL NOT be considered late, the Forbearance Trial Period Plan document is to be followed and the account will continue to be reported as CURRENT to Credit Bureau 's and No Late Fees while in the COVID-19 Forbearance Trial Period Plan. XX/XX/XXXX : SPS Representative XXXX ID # XXXX informed me that the Forbearance Plan ( XXXX, XXXX & XX/XX/XXXX ) was re-activated on XX/XX/XXXX. At that time, I informed SPS Representative XXXX that I would be returning to work in the very near future and that I would have sufficient income to make my payments on time. XXXX further advised me that SPS would be sending me documentation indicating that the XXXX XXXX had been re-activated. AS OF TODAY ( XX/XX/XXXX ), I HAVE NOT RECEIVED ANY DOCUMENTATION FROM SPS VIA XXXX MAIL AND/OR THE SPS WEBSITE XXXX THE FORBEARANCE PLAN HAS BEEN RE-ACTIVATED AS I WAS TOLD BY SPS XXXX XXXX XXXX ID XXXX XXXX ON XX/XX/XXXX. XX/XX/XXXX : I accepted an Offer of Employment from the U.S. Department of Labor as a Federal XXXX. XX/XX/XXXX : SPS Representative XXXX ID # XXXX informed me that my Forbearance Plan was in DEFAULT. I informed XXXX ID # XXXX that I was calling to make and schedule the XX/XX/XXXX and XX/XX/XXXX Forbearance Plan Payments of {$770.00} each. XXXX ID # XXXX ACCEPTED and SCHEDULED the following Forbearance Trial Plan Payments : XX/XX/XXXX - {$770.00} ( Confirmation Number XXXX ). XX/XX/XXXX - {$770.00} ( Confirmation Number XXXX ). I informed XXXX of the aforementioned recorded telephone conversations that I had with SPS Representatives XXXX ID # XXXX and XXXX ID # XXXX and asked her to review them to confirm that my Forbearance Plan was re-activated and the DEFAULT STATUS that she informed me of was in error. XX/XX/XXXX : I began employment with the U.S. Department of Labor as a Federal XXXX. XX/XX/XXXX : SPS Representative XXXX ID # XXXX took a Post COVID-19 Application from me over the phone. XX/XX/XXXX : Per SPS request under REQUIRED DOCUMENTS Section ; I completed, dated, signed and submitted another Hardship Affidavit/Explanation and successfully uploaded it onto the SPS. website. I am respectfully requesting that SPS reinstate the COVID-19 Forbearance Plan, confirm the Forbearance Trial Plan has been reactivated as I was advised by SPS Representative ( s ) in conversations recorded by SPS on XX/XX/XXXX and XX/XX/XXXX, the Forbearance Trial Plan is completed once the scheduled payment of {$770.00} is withdrawn from my assigned Checking Account on XX/XX/XXXX and to resume monthly payments thereafter to include POST COVID-19 MORTGAGE ASSISTANCE PLAN ( S ) WITH NO NEGATIVE REPORTING TO CREDIT BUREAUS/AGENCIES AN NO NEGATIVE IMPACT TO MY XXXX XXXX. Respectfully submitted, cc : Consumer Financial Protection Bureau
Company Response: Company believes complaint is the result of an isolated error
State: PA
Zip: 195XX
Submitted Via: Web
Date Sent: 2021-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I received My paid off statement in the amount of over one million That does not even include the forbearance amount of {$60000.00} I am requesting the pay-off amount be lowered to the original amount of the note that I signed in XX/XX/XXXX. As you are fully aware this was one of those negative amortization loans that will never be paid off. I have paid my monthly mortgage like clockwork regardless of my hardship during the recession for over 10 years. I have my payment history to supply verification of this fact. My loan was paid on time when I was with XXXX XXXX, regardless of the federal and state lending violations by XXXX XXXX, including unfair business practices and time wasted on bad faith loan modification offers that never materialized. As a result, I filed a lawsuit against XXXX in XXXX of XXXX.Unfortunately, I had to name Select Portfolio Services in the lawsuit. I am providing you with a copy of that lawsuit that was settled with your attorney XXXX prior to going to trial. I am providing you with a copy of all the documentation for your review that clearly authenticates all of the unfair business practices, misrepresentations, refusing to accept payments without any reasonable explanation, fraudulent concealment, violation of the Fair Credit Reporting Act and negligence by XXXX XXXX for the past 10 to 12 years. I have all my copies
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 945XX
Submitted Via: Web
Date Sent: 2021-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We called for help during covid 19 sps servicing kept telling us to apply for their covid Assistance online. During the pandemic my employer had to reduce my hours, cut my pay and then finally had to lay me off due to covid 19. Every time I would call sps they would Refers back to their Covid relief online service which basically was there for Forbearance. I asked multiple customer service agents how does this forbearance work they would tell me that at the end of the forbearance SPs Will be having repayment plans, Unbeknownst To us thats not whats happening to us. We filled out SPs final forms stating that we were able to pay our regular payment now and that the Forbearance amount we needed a payment plan for. We received nothing but denials for repayments options and we are facing foreclosure now. I feel like I was set up like a bait and switch Scheme. We were just in an pandemic. I have documentation form my previous employer of them needing to cut my hours, pay and a lay off letter all stating that this was the effect of covid 19. I also have my award letter for unemployment, which I was told I didnt need to send in to SPS because Im no longer on unemployment and have now found new employment. So there for I wouldnt qualify for one of their Home retention programs because Im not currently on unemployment. Which to me make no Sense because the government has dropped covid 19 unemployment and many people were forced back to work. I need help in this matter. It seems like SPS gave false information out during the pandemic which is going to lead to millions on people losing their homes including myself all because of a pandemic and the forced stay at home orders .Ultimately SPS not Disclosing all the facts up front and just stating there was going to be a repayment plan. Another concerning factor is that they arent taking new/ current income in to factor and dont ask for and Documentation that I was impacted by covid 19, yet say I dont qualify for repayment plans because of The delinquency of the forbearance. Well of coarse thats the whole purpose of the repayment plans, to fix the delinquent forbearance .Seems very odd to me. Im sending in an Appeal to SPS today. We also keep receiving letters to call SPS that they have options but yet when we call theres no home retention options.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90501
Submitted Via: Web
Date Sent: 2021-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Himy name is XXXX XXXX. I have been married for 30 years ( this past XXXX ) and my awesome Wife and I have XXXX amazing children. We have been in our current home for 21 years and we have raised all of our children in it. XXXX of our children were actually XXXX in this home. My Wife and I have experienced many financial setbacks due to COVID-19. The XXXX that I was a XXXX of closed its doors due to Covid and the XXXX position that my Wife enjoyed ended due to the death of her client, both in XXXX of XXXX. My Wife, XXXX of our children and I also had XXXX in XXXX and were down for the count for about a month in XX/XX/XXXX. Like a lot of other families, it has been very challenging to keep a sense of security for our children. My Wife and I are both now gainfully employed, and are playing catch up in life. We love our home and are really trying to keep our family in it. Our mortgage servicer, Select Portfolio Serving Inc. has grossly mishandled our situation, in our opinion. In XXXX of XXXX we reached out to said mortgage service provider ( SPS ) and explained our plight. We asked for a mortgage modification to lower our payment so that we could afford to stay in our home. On XX/XX/XXXX they came back with ONE option, a Repayment Plan which consisted of making new payments of {$4500.00}. I immediately called them to explain that we could not possibly afford these new payments especially when we could not make our regular sized payments of {$2200.00}. The wonderful representative, XXXX, suggested that we file an Appeal to ask them to spread the repayment plan over 36 months to lower the payments to {$1500.00} per month. She was kind enough to walk me thru the exact steps on where to go on there website and exactly what to say. This was a real blessing to us to get this great advice. Upon the conclusion of my call with XXXX, I immediately followed her steps to file an appeal and wrote it exactly as she had suggested, verbatim. On XX/XX/XXXX, SPS acknowledged that they had received my appeal. I assumed they were considering it and my family and I waited for their response. There was no response. In the past, I had been told that my point of contact, the gentleman that is in charge of our situation, is a rep named XXXX XXXX. I left Mr. XXXX eight detailed voicemails as to our ongoing situation and asked if he would please contact us as soon as possible so we knew what to do. We lived in constant fear that the XXXX Sheriff would be pulling up to the house to serve us foreclosure papers. I was an extremely difficult period of uncertainty. I continued to keep checking our appeal status on the SPS website every other day and it continually said it was being Processed. On XX/XX/XXXX I called XXXX XXXX again and opted out of the dial your reps extension now and I spoke to a rep named XXXX. She acknowledged that they had indeed received my appeal, and they they indeed had NOT responded. She told me that they do NOT respond to appeals on Repayment Programs, ever. I told her how I had spoken with the rep named XXXX, and that XXXX was the one that suggested that I file an appeal, told me exactly what to say and guided me right thru the process on their website. XXXX, the rep that told me they Never negotiate repayment plans said that our new payment is {$4500.00}, it is NON NEGOTIABLE and that our first payment is due on XX/XX/XXXX. We are at our wits end and very fearful of looming news that we will be in foreclosure. Could you please help us keep our home? We are really trying to make this right and stay in our home of 21 years. Thank you in advance, XXXX, XXXX, XXXX, XXXX, XXXX and XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 342XX
Submitted Via: Web
Date Sent: 2021-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To Whom It May Concern : 1. As Servicer of the above referenced Mortgage Loan, please treat this as a notice of error pursuant to the Real Estate Settlement Procedures Act, subject to the response time set out in Regulation X, 12 C.F.R. 1024.35 ( e ) ( 3 ) ( i ) ( B ). 2. 1024.35 Borrower asserts an error relating to the servicing of a mortgage loan is a notice of error. 35 ( b ) ( 5 ) Imposition of a fee or charge that the servicer lacks a reasonable basis to impose upon the borrower. 3. Error Resolution Notice under 12 C.F.R. 1024.35 and correcting the error or errors identified by the borrower and providing the borrower with a written notification of the correction, the effective date of the correction, and contact information, including a telephone number, for further assistance. 4. ( ii ) Different or additional error. If during a reasonable investigation of a notice of error, a servicer concludes that errors occurred other than, or in addition to, the error or errors alleged by the borrower, the servicer shall correct all such additional errors and provide the borrower with a written notification that describes the errors the servicer identified, the action taken to correct the errors, the effective date of the correction, and contact information, including a telephone number, for further assistance. 5. XXXX XXXX XXXX ( XXXX ) and XXXX XXXX illegal practices pose a detriment and these fees imposed were fraudulent in nature. This practice is unfair to us as borrowers and we are harmed by this illegal practices since the additional {$51.00}, XXXX was added to our original loan amount.. These practices are unfair, abusive, deceptive or predatory acts by the financial services company and its affiliatessuch as excessive fees, financial fraud or other illegal acts against me the consumer. 6. I visited the property on two prior occasions and was provided incorrect codes to enter the property. I entered the property on a third occasion and took photograph ( see attachment ) of the entire house and all the damage within and throughout. It is evident that no work was performed for numerous years especially amounting to {$51000.00}. 7. Select Portfolio Services incorrectly imposed preservation fees to my loan in the amount of approximately {$51.00}, XXXX from XX/XX/XXXX to XX/XX/XXXX. Photo documentation reflect the home has been in despair for awhile and deteriorated. XXXX and XXXX XXXX has added fees to the mortgage loan and no work or little work was performed. 8. Payoff Errors : Select Portfolio Services provided an inaccurate mortgage payoff balance, since there was possible fraud by XXXX XXXX XXXX ( XXXX ) and XXXX XXXX. XXXX XXXX XXXX ( XXXX ) and Safeguard properties collected over {$51.00}, XXXX of monies for work not performed. 9. I am requesting Select Portfolio Services Inc certified me through the documents that an error has occurred and credit my account. As a borrow I should be protected from these unfair deceptive practices. 10. A servicer is generally required to respond to a written request for information from a borrower regarding the mortgage loan Here, Select Portfolio Servicing , Inc has erred by adding {$51000.00} of unreasonable fees or fees for work not performed which should be immediately credited. Also I am requesting that XXXX XXXX XXXX ( XXXX ) and XXXX XXXX no longer maintain the property on record nor try to make necessary repairs at this date or future date to rectify the fraudulent activity of the fees added. The family will be responsible for any future repair or work performed and once this error is rectified plan to cure any default once the payoff amount has been corrected. Thank you for taking the time to respond to this Notice of Error within 5 business days. ***** PLEASE SEND ALL CORRESPONDENCE TO ***** :
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-04
Issue: Incorrect information on your report
Subissue: Public record information inaccurate
Consumer Complaint: Mortgage Company : Select Portfolio Services, ( SPS ) Mortgage Account Number : XXXX Property : XXXXXXXX XXXX XXXX XXXX, XXXX CA XXXX On my credit report SPS incorrectly reported I was in foreclosure on XX/XX/XXXX and XX/XX/XXXX. My account is current and I was not in foreclosure during this period. I called in XX/XX/XXXX and first told that they did not submit any negative reports to my credit record. I would need proof to show SPS posted incorrect report. On my second attempt XX/XX/XXXX, I spoke to SPS Representative XXXX, I told her I had proof that the SPS did report I was in foreclosure. Her response is the report is correct. I can TRY to submit request for correction to the credit bureau but it will take 30 days however, their records show it's correct. I did try to speak to my Relationship Manager XXXX with no success. My calls were immediately redirected another representative. I am extremely frustrated with SPS with their consistent misinformation and lack of assistance. I feel they are holding me hostage. I am requesting for your assistance to have SPS correct my credit report. This has caused me undue hardship. Any help will be greatly appreciated.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91384
Submitted Via: Web
Date Sent: 2021-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Since XX/XX/2021, I have been submitting requested documents to Select Portfolio Servicing , Inc. After requested documents are submitted the company ask for additional or the same information. I call customer service and they are not help. I am being harassed by this company to end a Pandemic Forbearance. I have been making payments since XX/XX/2021. I am being harassed by Select Portfolio Servicing , Inc .
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91752
Submitted Via: Web
Date Sent: 2021-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A