Date Received: 2021-10-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am trying to pay additional principal payments and they are not Applying them Correctly and they are missing payments
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 46218
Submitted Via: Web
Date Sent: 2021-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-01
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We applied for a loan modification with our mortgage company on XX/XX/XXXX. For the past 8 months, we have spent countless hours calling and uploading the required documents. We have been assigned 2 different 'relationship managers ' during this time and never once have we spoken to the same person. Every time we have a different person and we can not get connected with the underwriting department. From XXXX we made repeated phone calls to resolve the conflicting information with one of my husband 's paystubs. We uploaded all documents and repeated ourselves numerous times. On XX/XX/XXXX we finally received a completed package notice. This is probably the 6 or 8th time since we first filed that we received the notice it was complete. On XX/XX/XXXX after almost 2 weeks of having a completed package notice, we then received another missing information notice informing us there was an issue with a paystub and to call. We called and again were informed of the same issue for which we thought it was resolved. We provide all updates and on XX/XX/XXXX we received another completed package notice. on XX/XX/XXXX another missing item notice was received, again related to my husband 's paystubs. Then again on XX/XX/XXXX we received a completed package notice. Now on XXXX after 90 days spent resolving 1 issue, they are requesting updated unemployment income. I am no longer unemployed and will be providing them with the required P & L for my XXXX XXXX. I lost my job as a result of my XXXX XXXX COVID19 layoffs. I spent a year and a half unemployed and we never missed a payment. We worked with SPS to participate in the COVID relief programs they offered and paid all our reduced payments and the balloon payment that was delayed. We have excellent credit ( 830+ ) and haven't defaulted on any loans. In fact, during this time we were able to payoff our second mortgage. All we want is a loan modification locking in a fixed rate. We're not looking to take out any equity which is approx. $ XXXX.It 's an incredibly stressful time as it is without having to go through all of this and to check online every single day to monitor the status of our loan. There is documentation of all that we have uploaded in their system which I can screenshot if needed. The calls are recorded. I'd ask that during your investigation you pull everything so you can see how compliant we have been and how we have taken every imaginable step to resolve this on our own with no success. We need help. Please.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92602
Submitted Via: Web
Date Sent: 2021-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage has been sold three times for a total four times. Select Portfolio Servicing is the last company that I have had to deal with. They have indicated that I am delinquent on my mortgage which is incorrect as I have not missed a payment. I am being charged late charges on both my mortgage and home equity loan.
Company Response:
State: NY
Zip: 12304
Submitted Via: Web
Date Sent: 2021-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-29
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Our current mortgage is with Select Portfolio in XXXX XXXX XXXX, XXXX. We have been working with XXXX XXXX out of XXXX, XXXX. since XX/XX/2021 to refinance our mortgage. Upon checking the title, XXXX found that Select Portfolio never recorded the lien/deed. We have contacted Select Portfolio on many occasions and have spoken to numerious agents who have not been able to get the process handled. With this being said, XXXX XXXX has cancelled our loan process due to being unable to get the title information correct.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 272XX
Submitted Via: Web
Date Sent: 2021-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I did the forbearance as of XX/XX/2020 in XXXX they contacted me to apply for hardship I still was not working because of Covid 19 2 months later they request statements taxes check stubs and a month ago they said no to everything balloon payment over XXXX to pay or second option foreclosure! They said I needed more income after denying me the hardship they could not do anything for me since XXXX my income has gone up but they didnt ask me to submit any other documents!! All I want is help from them something realistic not paying over XXXX in 20 days
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95382
Submitted Via: Web
Date Sent: 2021-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-28
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: To Whom It May Concern : I'm writing once again to express my discontent about my mortgage servicer, Select Portfolio Servicing ( SPS ). I filed an appeal to the current status of my modification on XX/XX/XXXX and as of today am still being told that the appeal is still open. Im currently going through a second round of the finalization process and to my surprise Friday, XX/XX/XXXX I was informed that the modification had been closed. I also logged into the website to make a payment and was noticed that the option to make a payment plan payment or payment per the terms of the approved modification agreement was no longer available. Im extremely upset about the way this account has been handled once again. This is the second time Ive attempted to process a modification and have experienced processing challenges with SPS. The last letter I received dated XX/XX/XXXX stated the following : We received a signed copy of the loan modification agreement, however, are unable to accept it, as we received a faxed document and the notary details were missing. We require the loan modification agreement to be resent with all valid signature, dates, pages and we require the original agreement with the notary details. Ive had several conversations with representatives and my Relationship Manager about the modification and have followed the appropriate procedure as a requested. Two copies of the original, executed and notarized agreement were sent to SPS and were received per USPS delivery confirmation data on XX/XX/2021 and again on XX/XX/2021. After receiving previous notice stating that documentation was missing, I followed up on a few occasions in an attempt to resolve this matter as noted below. XX/XX/2021 I called and spoke with a XXXX to confirm specifically what was missing in the agreement. The representative informed me that the matter was being to the underwriter for a response ( 5 business days ). The representative asked me to provide a copy of the embossed seals on the documents and I did so via e-mail. XX/XX/2021 I spoke with my Relationship Manager, XXXX XXXX, about this matter and he confirmed that the documents were received with signatures and legible embossed or raised seals. He also stated that the documents were apparently scanned before being forwarded to the appropriate resources which may be the reason why the notary details were reported as not being displayed properly. He stated that the Information Team would need to reference the originals instead of scanned images. XXXX requested that I send pictures of the copy I had with the visible notary seals via e-mail and website upload. I followed up and provided the requested documentation on XX/XX/XXXX. XX/XX/2021 I called and spoke with XXXX. I expressed my concern again about the documentation being rejected. I was informed that the agreement was still being reviewed and would be escalated to underwriter manager for review. XXXX confirmed that he could personally see the stamp and that he would enter a clarifying comment. He also informed me that if the documentation was still rejected, it would be escalated to a supervisor. XX/XX/2021 I called and spoke with XXXX. I was told that the agreement is still being reviewed and had not moved forward. XX/XX/2021 I called and spoke with XXXX. I was told that the workout for the modification was closed out and that a new modification request was necessary. XX/XX/2021 I called and spoke with XXXX. She suggested to have my Relationship Manager review the loan documentation and placed a call back request with my relationship manager. XX/XX/2021 I called and spoke with XXXX. She confirmed that my appeal was received and that I should send additional copies of the agreement to either of the following addresses : XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXXXXXX XXXX XXXX or XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I called and spoke with XXXX. I informed her that I resent two copies of executed and notarized modification agreement. I was informed that the appeal was under review and a decision would be made in 30 days. XX/XX/2021 I called and spoke with XXXX. He informed me that the appeal is still open. He stated that they received two more copies of the original agreements, however, there is a note in the system stating that the documents were rejected again because the notary details arent legible. I requested this matter to be escalated because this is the second time Ive sent two agreements which contain the appropriate signatures and embossed notary seals. XXXX contacted his supervisor and informed me that the matter would be placed on the escalation log and that Id receive a response in 3-5 days. Shipment # 1 Tracking # : XXXX Your item was delivered to the front desk, reception area, or mail room at XXXX am on XX/XX/2021 in XXXX XXXX XXXX, UT XXXX. Shipment # 2 Tracking # : XXXX Your item was delivered to the front desk, reception area, or mail room at XXXX XXXX on XX/XX/2021 in XXXX XXXX XXXX, XXXX XXXX to Select Portfolio. The item was signed for by XXXX XXXX. Im requesting an appeal of the closing of this modification process because I have made all necessary and additional efforts to comply with the process and have received confirmation from a few representatives and my relationship manager that the appropriate documentation was received. SPS failed to reference the original copies of the documentation that were sent on two separate occasions. For some unknown reason, SPS is not referencing the original copies of the documentation which contains embossed ( raised ) notary seals and details. I was not informed that the notary seals needed to be a certain type and my credit union only provides embossed seals. I also have a concern with the fact that I was not informed that additional intervention was needed before the modification process was closed. As per the last letter received states : We require the loan modification agreement to be resent with all valid signature, dates, pages and we require the original agreement with the notary details. This statement leads me to believe that I may follow-up again and provide the requested documentation in order to fulfill the modification process. This statement is contradictory to what I was told on Friday when the representative informed me that the modification has been closed. Im requesting for this modification process to be re-opened and for the documentation that was sent ( four copies on two separate occasions ) to be accepted for the process to be completed. I hope we may work together to resolve this issue and to resume execution of this modification agreement without it having to be escalated for mediation to mortgage industry or consumer protection authorities. I look forward to hearing from you soon.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20744
Submitted Via: Web
Date Sent: 2021-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am writing today to explain my current financial situation. Unfortunately for several years, I was not handling my own finances. My husband took over total control of the finances and became XXXX and XXXX XXXX along with having XXXX XXXX. On his third attempt, he committed XXXX on XX/XX/2021 and I am now able to handle the rebuilding of my finances. Along with my social security of {$2300.00} I am working full time earning approximately {$2300.00} per month at XXXX XXXX. This would adjust to {$55000.00} per year. I am also receiving XXXX income totaling {$30000.00} per year a for a total income of approximately {$85000.00}. I would like to propose a trail payment plan of a direct withdrawal of my monthly mortgage payment from my checking account for the next 6 months. If income and on time payments continue then be reconsidered and continue with the direct withdrawal process.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NH
Zip: 038XX
Submitted Via: Web
Date Sent: 2021-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: After my parents passing, I got an assumption modification on XXXX with XXXX and I had been making timely payments and complyin with my payments until XXXX I was forced to rent out the home to pay off other debts that I had assumed .Tenants weren't the best but we tried to make the payments as best as we could .In XXXX especially during the pandemic shut down things got bad and we had to go into forbearance. We had to pay an attorney to try to evict the tenants which was not possible Until XX/XX/XXXX. The home was completely destroyed, insurance only paid {$10000.00} which only covered XXXX of all the damages. I recently moved back into the house in XX/XX/XXXX and started making payments in The month of XXXX until XXXX. I have requested help to repay what is owed but the mortgage servicer keeps giving different information XXXX have been denied for every help they could offer and I have appealed several times. I even had the XXXX XXXX XXXX XXXX step in to help me and they instructed that they found a.solutiin and would help me modify and when we tried to move forward I was denied once again and just received a letter stating I need to pay {$47000.00} before XX/XX/XXXX of not further actions will be taken. I think this company is trying to scare.e and take.me.out of my home. They are.trying to confuse me with different false information to buy time and send me to foreclosure.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33027
Submitted Via: Web
Date Sent: 2021-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: After the pandemic, I called the mortgage company for a forbearance program in XX/XX/XXXX. Now I wanted to come out of this forbearance program and called the mortgage company last week on XX/XX/XXXX ; the mortgage company mailed the letter on XX/XX/XXXX, and its reach on XX/XX/XXXX to approved a deferral agreement of outstanding payment. To accept this, I need to pay {$1600.00} before XX/XX/XXXX. I called the mortgage company today and talked to XXXX and her ID XXXX and asked for the payment date to extend to XX/XX/XXXX. Because my payday is XXXX, XXXX told me they couldn't extend the date and would lose the house. XXXX is the supervisor for SPS ( Select Portfolio Service. their phone number is XXXX. They are threatening to foreclose the house.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I filed a complaint ( XXXX ) against Select Portfolio Servicing inc. See complaint and their response. I had request for them to give me a letter showing that I was current since they will not give it to the insurance company and my insurance was going to get canceled. They said no to me as well. They did not want to give anything show that I reinstated my mortgage including a receipt. So my insurance was canceled and they stated the were going to add an insurance at my cost. When my insurance was canceled because of their actions. They also request that the remainder of the insurance refund be sent to them by my insurance company and not me. Did SPS add an insurance and charge me for it? What did they do with my insurance refund? They are also not very transparent when it comes to my account. My insurance now is about {$500.00} more a month for the same coverage I had prior.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 328XX
Submitted Via: Web
Date Sent: 2021-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A