Date Received: 2021-09-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: From XXXX to XXXX, ongoing and repeated deluge of forms and letters from Select Portfolio Servicing Inc. that requested/repeated the same information. Replies sent as requested. Since, SPS has perpetuated errors regarding home appraisal, personal income, and residency/occupancy. - XX/XX/XXXX, my husband and homeowner died, house ownership transferred to me via WILL - XX/XX/XXXX, settled estate with lawyer - Fall XXXX, appraiser only visited part of house, leaving errors and omissions in report. Refused to correct ; errors continued by other appraisers - XX/XX/XXXX, Cares Act put moratorium on housing foreclosures- XX/XX/XXXX, SPS contacted XXXX XXXX XXXX, telling them that my house was being foreclosed. XXXX XXXX XXXX cancelled my insurance after that contact. - XX/XX/XXXX, new insurance obtained with California XXXX - XX/XX/XXXX, SPS notified XXXX XXXX that my house was being foreclosed and to cancel my insurance. XXXX XXXX responded to SPS that the insurance policy was with me ( the owner ) and not with SPS. - XX/XX/XXXX, started working with HUD Counselor, XXXX, XXXX XXXX - XXXX XXXX, SPS repeatedly reported my income as " {$0.00} '' which was and is not true. This error was reported to the HUD counselor, who first noted this error, and SPS. - SPS still did not correct this error, which has since been reported to " third parties '' - XX/XX/XXXX, my first mediation hearing in foreclosure prevention/home retention process - XX/XX/XXXX, XXXX XXXX XXXX XXXX phone message that SPS did not want my insurance policy renewed because " the house is unoccupied ''. This is absolutely untrue. - XX/XX/XXXX, talked with XXXX XXXX about the issue and confirmed that SPS had indeed falsely reported my house as unoccupied. - XX/XX/XXXX, my second mediation hearing for same ; Final Mediation Record obtained - XX/XX/XXXX, owner given 60 days to provide listing agreement, sales contract, before Default Judgement will be sought. Errors with personal income and home occupancy neither acknowledged nor resolved by SPS. SPS denied contacting XXXX XXXX, despite phone message from XXXX XXXX ( XX/XX/XXXX ) saying that SPS contacted them regarding non-renewal of insurance as house was " unoccupied. ''
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DE
Zip: 19958
Submitted Via: Web
Date Sent: 2021-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX recently sent me a letter asking for proof that I still lived at my home for no apparent reason. They are trying to cancel my homeowners insurance which I need for protection. I feel like this illegal. I believe that SPS asked them to do this and this is the second time it has happened.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30022
Submitted Via: Web
Date Sent: 2021-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We want to have a full loss mitigation modification application submitted and reviewed. SPS offer charges us interest on interest and balloon payments and are using incomplete financial information Please reference the cfpb complaint document submitted XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95827
Submitted Via: Web
Date Sent: 2021-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We already submitted a complaint. Complaint Number XXXX, but did not include the relevant documents. We could not see a way to add the documents to the Complaint we already filed, so are submitted a NEW complaint WITH the documents. Please see previous Complaint Number XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95827
Submitted Via: Web
Date Sent: 2021-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We want to come out of forbearance with SPS Mortgage Servicing. We requested a trial modification at a reduced mortgage monthly payment. SPS offered a trial modification of XXXX monthly payment beginning on XXXX ending XX/XX/21. We requested detailed information from SPS concerning the mortgage modification to better understand what is the right choice to keep us in our home of 35 years. We have no other home but XXXX XXXX XXXX XXXX , Ca XXXX XXXX. SPS refused to provide us with a workout solution for a mortgage modification. We contacted SPS notifying them we must have detailed loan modification documents if we are to proceed as fully informed mortgagees, SPS refused to provide this information and told us to complete the trial modification from XX/XX/21 to XX/XX/21. We made every payment on time for the full amount they established as our new loan payment. Yesterday XX/XX/21 a document from SPS discharging our mortgage loan and the new mortgage is not a mortgage but a Lien and enclosed are the details of the Lien on our property and outlined repayment plans. ( Documents enclosed ) The lien repayment plans continue payments at the same as the trial mortgage modification cutting the interest rate from 4.5 % to 2.55 %. After a year the interest rate steps up and the monthly payment increases respectively increase. The first year is 2.554 % for a year, Months 13 to 24 increase to 3.054 %, 25 to 36 months 3.554 %, 37 to 400 month 4.023 % These are not in good faith a modification. SPS also requires a balloon payment of XXXX at the end of the loan. This is a fraudulent action of bait and switch where SPS gives us no relief, manipulates the numbers, and makes even more money. I am XXXX and this is taking a toll on my mental health and physical health, This is not a negotiation this is manipulating the historically predatory nature of companies taking away the ability to stay in our home and create wealth. This is unacceptable, unfair, and does not help us at all. XXXX XXXX XXXX and XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95827
Submitted Via: Web
Date Sent: 2021-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: As a result of Covid19, on XX/XX/XXXX, we were offered Forbearance mortgage assistance by XXXX XXXX who was our mortgage holder at the time. We accepted the assistance as we are self employed and business completely stopped. At the time, we were told what are options were once the forbearance ended 1 ) An extension of our payment assistance period 2 ) Allowing missed payments to be deferred until the end of our mortgage term or payoff 3 ) Extending the loan term 4 ) Standard mortgage assistance options such as a repayment plan or a loan modification. We were also told they would stay in touch during and after the payment assistance period and would work with us to determine the best next step for our situation. On XX/XX/XXXX we were notified by XXXX XXXX that the loan was sold to SPS XXXX Select Portfolio Servicing , inc. and assured us the payment assistance would be passed along to and honored by SPS. After the loan was sold, we were notified by SPS that the forbearance assistance would be extended. During that time we continued not making payments. On XX/XX/XXXX at XXXX PST, we called SPS and spoke with XXXX. We told her we were ready to resume our monthly mortgage payments. She told us not to make a payment until after the review process was completed in terms of repayment options. The review process was completely mismanaged and due to the conflicting information from SPS, we took it upon ourselves to resume payments, starting XX/XX/XXXX and are continuing monthly payments. On XX/XX/XXXX, we received a letter from SPS stating that the only options that were available to us in terms of repayment were 1 ) Payment in full 2 ) short sale or 3 ) foreclosure. We were told we could write a letter of appeal which we did in XX/XX/XXXX and were once again notified that all other options were declined other than the ones stated above. Now we are possibly facing foreclosure if full payment is not received by XX/XX/XXXX. We have also been working with a HUD representative to help guide us through this unfortunate and extremely stressful situation. We feel we were completed mislead by SPS and that they did not honor the guidelines that were originally set by XXXX. SPS said that because we were more than 12 months behind ( we are now at 14 ), we were no longer available for any other payment options. Had we not been told not to make a payment in XXXX we would not be in this situation. We were also told by SPS that financially it is not in the best interest of the lender to help us resolve the situation any further. We feel completely blindsided, mislead and set up to fail. We strongly believe that if we were still with XXXX, this never would have happened.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 95123
Submitted Via: Web
Date Sent: 2021-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have tried to resolved this matter with the bank among other things. I offered to do a short pay off. I have submitted all documents necessary and asked for the bank to do an appraisal. I have requested the amount and copy of the appraisal and I have yet to receive this information as of date. The bank did not want to do a short pay off with no explanation. I also offered a deed in lieu. The bank ordered a title search on the property, and after approximately 4 years ( if memory serves me correctly ), I was told there is a lien on the property. The bank refuse to tell me who holds the lien. Therefore, I am unable to resolve the lien and turn the property over to the bank. The lender has not cooperated and this process has been going on with the bank for over 11 years. This is the second foreclosure that the bank has initiated, first one was initiated in 2009. I did not file for bankruptcy nor have I filed an answer to the complaint to delay the proceeding. I just do not want a foreclosure to be on my record and the bank continuously refuses to mitigate the problem. I am still open to raise money to satisfy the debt according to a current appraisal on an as is value or as an alternative surrender the property with a deed in lieu. I believe the bank may have a problem with standing and that is why there are continuing with the foreclosure. They lack standing and they are trying to acquire the title to the property through a foreclosure.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20708
Submitted Via: Web
Date Sent: 2021-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Entered Motion to Open Default Judgment on XX/XX/21 in court of common pleas and Judge still has not opened or viewed case discrepancies, complaint and continues to allow unlawful illegal and severe misrepresentation on behalf of the counsel hired by XXXX. There is no legal assignment of mortgage to Deutsche Bank National Trust Company ever received per the FDCPA, FCRA, RESPA and other state and federal laws stipulate. Case needs to be reviewed by another judge other than Judge XXXX XXXX as this judge is very biased and refuses to apply legal laws that protects homeowners and citizens in the commonwealth of Pennsylvania.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 191XX
Submitted Via: Web
Date Sent: 2021-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I had gotten behind on my mortgage payments and in XXXX, SPS offered me a loan forbearance plan for five months, thru XXXX and then as the Covid-19 virus continued to rage on, they offered me a loan modification program, each time I had to fill out multiple application forms and send in much documentation, by mail and uploaded online at their website, that they requested to review and decide if I qualified for each plan. I received many confusing-contradictory letters in the mail during the XXXX, XXXX and XXXX time period. I also called and talked with various people ( sadly, never the same person and never a manager or higher, even though I asked ) regarding the letters that were sometimes contradictory and arrived only a few days apart. Each time I called and talked with someone, the calls were supposed to be recorded, and each time I made sure the person was taking good notes of our conversations, but according to them, their call logs do not show all of the calls that my cell phone log shows were made to them. When I called in XXXX and made sure that they had all of the requested-required documents and more, I also asked on several calls if they received and could read all uploaded documents too. I also asked why I had to send them a Certified Bank ( actually a XXXX XXXX XXXX ( XXXX ), in my case ) Check from my Checking Account instead of the much safer and much faster, and more consistent, Automated Clearing House ( ACH ) withdrawal from my XXXX. Checking Account? In many of their letters they often mentioned it and had me fill out the ACH form they sent me too. A few people I talked with acted like they had heard differently and that I was not allowed to use ACH as a method of payment and I had to remind them that they had mentioned it routinely in their letters and had sent the ACH form to me in the packet of documentation they requested and reminded them that I had completed the ACH form properly, uploaded it to the SPS web site and that it could be viewed and that they could easily read it and accurately use it to make my mtg. payments. So, on a final call to them in early XXXX, I finally got tired of their inconsistency and I asked them if I got the Certified Bank Check and mailed it to them would they be OK ; and, they stated that that would work just fine ; so, I asked my XXXX to withdraw the exact amount of money that SPS asked for in the payment modification plan, picked it up and mailed the Certified Check from my Checking Account and then called them a week later ( before the XXXX deadline they mentioned to me ) and verified that they had received it, credited the amount into my mortgage payment account with them. I also emphasized on this and on multiple other calls that they were to make the remaining payments using ACH directly from my XXXX. Checking Account based on the uploaded ACH info they verified they had and could read. I then did not hear from them until XXXX when they stated that I did not make the remaining two payments, and even mentioned in the letter that they were canceling the remaining electronic payments for the modification program. I called them and again emphasized that they had the appropriate ACH information ; that I had verified that they had it and that they could read the data and that it was correct. Some of their people ( on different calls ) wouldn't admit that they screwed up and tried to state that I was supposed to send all of my payments in the form of a Certified check -- none of the letters I received stated that. I consistently denied this and several of their people agreed that they had everything they needed and that the offer to use ACH for my payments after the first payment was legitimate and they would investigate to find out why payments were not made by them. Then I was later told that they would officially open a case to check out what was going on and that it would take 30 days to resolve everything, one way or another. I stated that I didn't care if it took the full 30 days to fix their broken, corrupt-inconsistent policies and procedures, but that they better get my XXXX and XXXX payments withdrawn from my XXXX. Checking Account by ACH within the first week to two weeks maximum ; and, I also mentioned each time I called that they also had to contact my primary residence insurance company and tell them that they were not foreclosing on my property and also that they must contact my County Tax officials and clear things up there too and the multiple Credit Bureaus also. It has now been well past the 30 days and they have failed to make even one of the ACH withdrawals for the now three missed mortgage modification payments-for XXXX, XXXX and XXXX and I called on XXXX and stated to the person that if they didn't make all of those payments by ACH within the next week, I was going to pursue all avenues to bring to light across all media avenues their corrupt-scam like-very broken procedures. I even offered that they could hire me and use my services, and that I will come in and make the ACH payments and clean up all of the lousy-broken inconsistent procedures and policies and gain some consistency across the entire country for them, because I also found out that they were treating other people horribly too, across multiple States and that I could do it in far less than 30 days.
Company Response:
State: MN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Covid 19 lost my job! They said I had to prove a hardship filled all the paperwork and then they said they understood. At the end of 12 months I requested 3 additional and then they said they could I just had to begin the hardship then they would let me no what options were available. The offer they gave me was a short sale or foreclosure! I argued with them I was going to make my first payment in XXXX and they said Im sorry sps could not offer help!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95382
Submitted Via: Web
Date Sent: 2021-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A