Date Received: 2021-10-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was being serviced by XXXX XXXX XXXX and it was sold to Select Portfolio Servicing effective XX/XX/2021. I received an email from XXXX regarding this but no other information was provided at that time. I received a letter stating the change from Select on XX/XX/2021 that they were going to be the provider and pay them effective XX/XX/2021. So I contacted them on XX/XX/XXXX to speak to someone about making the payment since I didn't want it to be late. I was the woman I spoke with that since my account information wasn't there, they could not accept any funds?? She told me to register on their website and to start that process. I told her I did and that she said allow it until XX/XX/2021 to show up in their system. I checked on XX/XX/2021 and still nothing was showing. On XX/XX/2021, it had showed up on their system so I registered to have my payment information saved. I then received a notice that I was ineligible for phone payments without a {$15.00} processing fee. I was also ineligible for online payments unless I would pay a {$15.00} processing fee as well. In this day and age, why can they not accept payments online without a fee?? I spoke with two reps at Select today who both told me that my account isn't 'boarded ' yet and that that will still take time? I was also advised that there is no credit reporting or late fees for the next 2 months while this is being handled and that I should have no concerns about waiting the time ( 60 days? ) to make payments??? I was also told if I mailed a check, it could take between mailing, receiving payment and their processing time, another 3 weeks to have the payment credited?? Again, how in this day is there so much delay with a supposed established company and that a quick XXXX search revealed that they have been listed as having many issues. And that with the age of internet and online banking, why so much delay and additional charges?? This is unacceptable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2021-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX ( acct. # XXXX ) is my first mortgage and Select Portfolio/XXXX XXXX XXXX XXXX ( acct. # XXXX ) is my second mortgage. I am in significant hardship due to Covid-19. I'm trying to sell the house because I can no longer pay both mortgages. I have repeatedly filed hardship letters to both companies and they continue to misplace my request for a short sale. They are continuously losing my personal documents and then closing my cases. I filed everything by fax ( XX/XX/XXXX ) from a XXXX branch for a hardship/short sale. It was over 100 pages with my loan number on every page. I was then told more documents were needed. So on XX/XX/XXXX, I emailed additional documents to XXXX XXXX XXXX and now I'm told my request for a short sale has been closed? WHY? I have had the 2nd loan since XXXX. And just learn that a XXXX loan will not be paid off until XXXX at 11.5 %. INn the past I tried to refinance and was told I couldn't. To date I have paid {$54000.00} on a {$31000.00} loan. And have been stuck with it. The investor on that loan is XXXX XXXX XXXX XXXX. That loan has been sold many times as well. I have a buyer who has patiently been waiting. XXXX and Select Portfolio has copies of the settlement HUD. I have called XXXX and Select Portfolio several times..and each time I spoke with a different representative and was told different scenarios. I was told things were missing from the XX/XX/XXXX fax... but was recovered when I complained. I am in dire default of my loan because of Covid-19. And facing significant hardship. I am trying to sell the house and XXXX snd Select Portfolio representatives are very misleading in my case. As to XXXX : I need someone to explain why I'm {$51000.00} in behind payments? My principal amount prior to default was approximately {$210000.00}. My payments were approximately XXXX which was interest and principal. So being in default ... shouldn't interest be the only thing ongoing? I now owe approximately {$260000.00}? Please explain how in 25 months of default im getting hit with my principal on top of interest. In any case, I need this all clarified and resolved ... as I am trying to sell it. I need a recalculation of what is owed and a short sale. As the settlement is XX/XX/XXXX and IRS had liens on the house too. They are releasing the liens for only 30 days. XX/XX/XXXX to XX/XX/XXXX. Again, I applied for both short sales on XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 211XX
Submitted Via: Web
Date Sent: 2021-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I called my previous loan company on XX/XX/XXXX to get a payoff quote for my loan and was advised the loan was transferred to Select Portfolio Servicing , Inc ( account number XXXX ) on XX/XX/XXXX. I called Select Portfolio Servicing on XX/XX/XXXX and also tried to log in online unsuccessfully. I waited an additional day and tried again on XXXX. When I was not able to set up an online account so I could request a loan payoff, I called the company. I talked with a gentleman who said he was going to escalate the request to the payoff department and I should have a fax with the payoff amount and instructions to pay within 3-5 business days. I have been looking for the fax to come through since then. When I still did not receive it this morning, I called the company again. I was advised that my loan has STILL not transferred and that they would make a new request to get a payoff for my loan sent to me via fax. They did not give me any timeframe of when I would receive it, nor would they try to contact an individual to see if they could manually take care of this immediately. I spoke to representative XXXX and then supervisor XXXX today. My main issue is that I want to pay my loan off but am not able to. Each day that goes by, I am having to pay interest unnecessarily because I am waiting for the mortgage company to respond. I would like my payoff to reflect back to XX/XX/XXXX, which is when I would have paid my loan off ( assuming I had a payoff amount and wiring instructions ). I don't want to pay interest because my loan servicer can't figure out their paperwork. I feel that I am being trapped to keep this loan inforce and would like some assistance to get this resolved quickly. I have not received ANY documentation from the new loan servicer ( SPS ) to provide to you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 855XX
Submitted Via: Web
Date Sent: 2021-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2021 I made my monthly XXXX Mortgage payment of {$370.00} to Select Portfolio Servicing. This payment was not due till XX/XX/2021. On XX/XX/2021, I logged in to make my 1st Mortgage payment and noticed that the XXXX payment had not been applied. I called SPS multiple times on XX/XX/2021, XX/XX/2021 and XX/XX/2021. On XX/XX/2021, I was concerned that they were going to charge me late fees, so I logged in and paid the XXXX payment again. I also uploaded an image of the statement requesting correction in their documents section. That document has since been removed from my account and the XXXX payment still has not been applied as a regular monthly payment to my account. Each time I call they assure me that it will be " done by Monday ''. They applied it as an extra payment even though I marked it online as my regular monthly payment ( the default selection ). I should be paid up till XX/XX/2021 and they were showing due date of XX/XX/2021 until I filed a complaint with the BBB. Now they show that I am past due for XX/XX/2021 and haven't made the XX/XX/2021 payment either. Our loans were written off in chapter XXXX so, I am concerned that they could try to take my home since the payments are showing past due. I have called on XX/XX/2021 after filing the XXXX complaint and spoke with manager XXXX. He assured me it would be completed " within 24 hours ''. It is still not corrected.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60046
Submitted Via: Web
Date Sent: 2021-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-05
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I sold my home in XX/XX/XXXX and my original loan was sold to SPS Select Portfolio Servicing around XXXX. My loan had an impound account for taxes. When escrow closed there was an overpayment to the impound account and I have been unable to get them to send me the overpayment back. They did send the check but with the wrong name. I called in XXXX XXXX and they requested my drivers license and to this day XX/XX/XXXX they still processed the overpayment. I have called in 6 to 7 times and each time they come up with new reason on why they have not processed the payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95023
Submitted Via: Web
Date Sent: 2021-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I had been approved for a loan modification, XX/XX/2020 payments have been on time for 7 months, now I get an XXXX payment returned due to lack of paperwork, I have try to reached out to SPS and each time a new answer, pending who answers the phone, even the onbudsman has conflicting information ; help I getting further define, as daily life happens and the mortgage is getting further behind, I not got a brand new answer one I have not heard. That I was to have 2 copies of the notarized papers.. what.??? Ok. Now I wait. Once these will be returned I can know it will be a different matter, no wonder the rating is 1 and most consumers would like to make this company a XXXX, Has been almost a year and they are still missing documents
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 02360
Submitted Via: Web
Date Sent: 2021-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I've been talk to Select Porfolio Servicing , Inc. several times to get help for my property but it continued foreclosure on my property. I did submitted another Assistance Program Application, it's currently under review. I talk to XXXX on XX/XX/2021, she said that the account will send to the attorney on XX/XX/2021 to foreclosure. I submitted complete Assistance Program Application on XX/XX/2021. I call SPS back on XX/XX/2021 talk to XXXX, she said the the foreclosure is on hold until XX/XX/2021. I call back today XX/XX/2021 to make sure that the foreclosure is still on hold, I talk to XXXX from Utah, he said that he's not sure the foreclosure is on hold and he transfer me to his manager. The manager name XXXX XXXX XXXX said that SPS do not have the exact time line after tomorrow and the foreclosure action is pending and SPS can foreclosure my property anytime they want. My property under protection of this Senate Bill No. 91. Senate Bill No. 91 CHAPTER XXXX An act to amend Sections 789.4, 1942.5, and 3273.1 of, to add Sections 1785.20.4, 1788.66, and 1942.9 to, and to add and repeal Section 1788.65 of, the Civil Code, to amend Sections 116.223, 1161.2, 1161.2.5, 1179.01, 1179.02, 1179.03, 1179.03.5, 1179.04, 1179.05, and 1179.07 of, to amend the heading of Chapter XXXX ( commencing with Section 1179.01 ) of Title 3 of Part 3 of, to add Section 1179.04.5 to, and to add and repeal Chapter XXXX ( commencing with Section 871.10 ) of Title 10 of Part of, the Code of Civil Procedure, to amend Section 925.6 of the Government Code, and to add Chapter XXXX ( commencing with Section 50897 ) to Part 2 of Division 31 of the Health and Safety Code, relating to tenancy, and making an appropriation therefor, to take effect immediately, bill related to the budget. [ Approved by Governor XX/XX/2021. Filed with Secretary of State XX/XX/XXXX, XXXX ] And the Assembly Bill No. 832. Assembly Bill No. 832 CHAPTER XXXX An act to amend Sections 789.4, 1788.65, 1788.66, 1942.5, and 3273.1 of the Civil Code, to amend Sections 116.223, 871.10, 871.11, 871.12, 1161.2.5, 1179.02, 1179.03, 1179.03.5, 1179.04, 1179.05, and 1179.07 of, to amend and repeal Section 1161.2 of, and to add and repeal Chapter XXXX ( commencing with Section 1179.08 ) of Title 3 of Part 3 of, the Code of Civil Procedure, and to amend Sections 50897, 50897.1, 50897.2, 50897.3, and 50897.4 of, and to add Sections 50897.2.1 and 50897.3.1 to, the Health and Safety Code, relating to tenancy, and declaring the urgency thereof, to take effect immediately. [ Approved by Governor XX/XX/2021. Filed with Secretary of State XX/XX/XXXX, XXXX ] I need your help to stop the bank foreclosure on my property. Thank you so much!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95307
Submitted Via: Web
Date Sent: 2021-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have two mortgage accounts with Select Portfolio Servicing Inc., 1st and 2nd liens on the same property. I refinanced the property with another lender. Payoff checks ( {$160000.00} and {$29000.00}, respectively ) were sent by the title company to Select Portfolio Servicing via Overnight delivery ( XXXX ) on Monday XX/XX/21. They were received on Tuesday XX/XX/21, yet they have not yet been credited to EITHER account. I have made calls over the past week to determine why and when they anticipate crediting these payoffs, but each representative I speak with has a nonchalant, laissez-faire attitude about this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 082XX
Submitted Via: Web
Date Sent: 2021-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was being serviced by XXXX XXXX XXXX in XXXX. I asked and received Forbearance with them. Then on XXXX XXXX, XXXX, my mortgage was taken over by Select Portfolio Servicing. I spoke with my Relationship, Manager XXXX XXXX and I told her about my Forbearance. XXXX XXXX said that forbearance information had not been received Yet. Two months ago I called SPS to say I was ready to end the forbearance and restart payments. I missed the XXXX XXXX payment. This is when I was told that my account had been sent to their legal dept. to start the foreclosure. I never received anything from them stating they were not honoring my previous agreement with XXXX. I asked for the letters she said were sent to me. XXXX. XXXX has not sent any copies of any letters. She says I owe XXXX in payments and XXXX in escrow. How is this possible? Why wasn't I told SPS did not have to honor the CARES ACT?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 402XX
Submitted Via: Web
Date Sent: 2021-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loan was transferred to new loan servicer ( Select Portfolio Servicing, also known as SPS ) XX/XX/21. Payment of {$11000.00} ( {$7200.00} XXXX mortgage + {$4400.00} additional principal ) was made on XX/XX/21 with initial Loan/bank. SPS applied total amount of {$11000.00} towards principal and thus shows XXXX mortgage was not paid, I called them to correct this and they have not been able to correct the matter correctly. When I paid XXXX payment over the phone with them on XX/XX/21 ( {$7200.00} ), that amount was applied to XXXX and as of today ( XX/XX/21 ) is showing I have not paid my XXXX payment. I have mailed in my XXXX payment and fear that that amount will be paid to XXXX and I will be in a constant month behind in my mortgage. It has been over 60 Days ( allowed by Federal agency to rectify my loan accounting since SPS took over as the new loan servicer ) and the accounting on my account still reflects that I am late on my payment. I have called every week ( as advised by the SPS representative to f/u and get a status ) and to this day the issue remains and my account is not accurate. Please correct ASAP.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93105
Submitted Via: Web
Date Sent: 2021-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A