Date Received: 2021-09-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX, XXXX XXXX-Loan # : XXXX Lender : SPS Rep name : XXXX XXXX ID : XXXX Dept. : Customer Service Email : XXXX FAX : XXXX As for XX/XX/XXXX the SPS has stop offering COVID forbearance at which point in time they started to begin the process of the foreclosure. I have asked for assistance due to the the medical issues and the loss of spouse and family members due to XXXX. my intent is to keep the home and have my mortgage company offer the assistance that they had promised me. Further more I have sent in the required documents to have my loan considered for the mortgage assistance programs offered under the CARES-ACT.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75115
Submitted Via: Web
Date Sent: 2021-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am writing to Select Portfolio, Inc. to request specific itemized information about the accounting and servicing of the mortgage and of my need for understanding and clarification of various charges, credits, debits, transactions, actions, payments, analyses and records related to the servicing of the loan from its inception to the present date of my deceased mother XXXX XXXX XXXX. According to RESPA 12 USC Section 2605 ( e ) my lender had 20 days to acknowledge receipt of my Qualified Written Request and 60 Days to provide me with answers to my questions pertaining to the loan. This complaint is specifically pertaining to the payoff amount however the lender has failed to acknowledge my QWR. On XX/XX/2021, I sent a QWR to the mortgage company counsel. The QWR was delivered to the address at XXXX o XXXX XXXX ( see attached USPS tracking ) XXXX. I have not received a response of acknowledgement from the lender. I am hereby disputing the amounts due and owing which is contained in Select Portfolio Servicing payoff amount specifically an additional advance balance in the amount of {$75.00}, XXXX which is due and owing and proper accounting of interest and escrow balance. I want full disclosure of this amount in particular or if it is deemed an error I am requesting the servicer to update the payoff amount and provide an updated payoff amount. Other family members were surprised when I spoke to them of the amounts due and owing especially when the amount disclosed by previous counsel less that 9 months were lesser. Here, Select Portfolio Servicing has erred by not acknowledging or/and providing the above items to me in a timely and/or sufficient manner. Specifically, Select Portfolio Servicing XXXX XXXX as violated XXXX C.F.R. 1024.36 ( d ) ( 2 ) ( i ) ( A ) ; 12 C.F.R. 1024.35 ( b ) ( 6 ) ; and 12 C.F.R. 1024.36 ( c ). By copy of this notice of error, I am once again requesting that Select Portfolio Servicing immediately provide an breakdown or itemization as it relates to the payoff amounts of the settlement dated XX/XX/2021 and correct all errors as it pertains to the payoff amount.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33027
Submitted Via: Web
Date Sent: 2021-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX XXXX continues with their fraudulent activities regarding payments made to my account. The statement due date for XX/XX/2021 and XX/XX/2021 show a monthly payment not processed and past due. The information is incorrect and there are no monthly mortgage payments past due. Please correct these errors and update the online monthly statements. Please stop siphoning my payments for fraudulent use. The escrow balance is incorrect. The amount of {$1300.00} is not the correct amount that should be in escrow. Please do an escrow analysis from XX/XX/2021 to XX/XX/2021. Please stop siphoning my escrow payments for fraudulent use. Again, I am requesting that any unapplied payments should go to escrow. Please stop reporting inaccurate information on the account and correct it. If the payments and escrow have not been applied appropriately, that means the Outstanding Principal of {$64000.00} is incorrect. Please correct. Again, stop siphoning money from my account for your fraudulent use and keep my payments current.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My complaint addresses the misleading information and bad faith business practices regarding my mortgage loan eligibility under the CARES Act perpetrated by my current mortgage loan servicer Select Portfolio Servicing , Inc. ( SPS ). I am the homeowner and the individual solely responsible for the mortgage loan. After receiving a letter from SPS dated XX/XX/XXXX which informed the ownership of my loan had been transferred to The XXXX XXXX XXXX XXXX XXXX XXXX XXXX, and another letter dated XX/XX/XXXX stating my mortgage loan is a Federally-Backed Mortgage under the CARES Act, SPS is now saying in their XX/XX/XXXX letter, while the account does fall within the definition of a federally-backed loan under the CARES Act as it was securitized by XXXX XXXX, it is not a XXXX XXXX loan and the COVID assistance options for XXXX XXXX loans are not applicable. SPS has since approved my mortgage loan for a three-month SPS Trail Modification starting XX/XX/XXXX. The monthly payment under this trial modification will be {$2900.00} which is a 143 % increase over my pre-pandemic monthly payment of {$1200.00}, and is 94 % of my current gross monthly income ( {$3100.00} ). This action leaves me with {$150.00} each month for all my essential household expenses ( food, utilities, transportation, etc. ). As what has happened to tens of millions of other Americans over the past 18 months, my income was reduced starting XX/XX/XXXX due to the Covid-19 pandemic. I contacted SPS in late XX/XX/XXXX to inform of my situation and was given a three-month forbearance under the CARES Act. I received two additional forbearances for six months, and one month for a total of ten months ( the XX/XX/XXXX SPS letter says I received a forbearance for a total of 12 months ). On XX/XX/XXXX, I contacted SPS and asked to the extend the forbearance for another three months, as is allowable under CARES. I was told my mortgage is a conventional loan and not covered under the CARES Act. After I found the SPS letters that stated otherwise, on XX/XX/XXXX I call SPS again to discuss the written documentation I had to the contrary. I was told by their Customer Care Expert that SPS is exempt from adhering to the rules and regulations under the CARES Act. On XX/XX/XXXX, I sent an email to SPS and attached the previous letters I received from them which clearly says my mortgage was owned by XXXX XXXX, and federally-backed by XXXX XXXX . It took three months for SPS to respond and when they did respond it was without any citation or reference under the CARES Act language to support their claim. Furthermore, the explanation SPS has given to explain why my mortgage loan does not fall under the auspices of the CARES Act is vague, confusing and riddled with inaccurate statements ( see SPS letter dated XX/XX/XXXX ). SPS claims I submitted an incomplete Retention Review Application/Assistance Review Application and the three-month SPS Trial Modification beginning XX/XX/XXXX is in accordance with applicable laws and investor eligibility rules. This is not true. I merely opened the online form, reviewed the information SPS was asking me to provide, and realized filling out such form was not a requirement under the CARES Act. I never hit the submit button on the SPS Application.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93710
Submitted Via: Web
Date Sent: 2021-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: An assistance letter was sent to Select Portfolio Servicing to keep my home XXXX, when it was transfered from XXXX XXXX XXXX. I have lived in the home since XXXX when it was purchased. I incurred XXXX XXXX, then a back injury in and was out of work for almost a year, and have proof of all of this. I filed the Ch XXXX, and was paying the mortgage payments on time. I requested to find a way to reduce my monthly payments to avoid foreclosure. I am currently working and able to make a reasonable mortgage payment. I requested for SPS to work with me on XXXX, when I was told by SPS they had not recieved payments for several months from the trustee dated back from XXXX. I have proof from my trustee that payments were made up to XXXX. I have questioned SPS, and I get no where with them. I have recieved letters indicating client, ( I ) have opted out of any type of assistance, and that is not true!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93313
Submitted Via: Web
Date Sent: 2021-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-14
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: XX/XX/XXXX SPS was contacted to see about options to help with payment after a motorcycle accident and a slow start in short-term XXXX payments. The representative XXXX found a solution by taking one payment and dividing it over 6 months. He advised the amounts needed to be paid and when. We asked the representative if this would be negatively reported on our credit XXXX responded with no it would not be a problem on the credit report everything would be okay. Stating we needed to pay the first payment of the new amount and make the other payments on time it would be fine. The first payment was due in XX/XX/XXXX and the last XX/XX/XXXX. We completed the repayment plan without any issues. We applies to cosign on our children 's school loans and were denied then we saw the issue. Learning that SPS had reported 30 days late on 3 of the 6 payments XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. We called SPS on XX/XX/XXXX, and XX/XX/XXXX, asking for the recorded call to be reviewed with each rep telling us they would document the account and have a manager review. The next rep informed the previous rep didn't do what they had said and it had not been reviewed. On XX/XX/XXXX, XXXX agreed nothing had been done as promised and asked us to hold while a supervisor found and listened to the call. A supervisor informed XXXX that we were correct the original rep did state that nothing negative would be listed on our report when asked. Also, once it was established there would be no harm to the credit did we enter into an agreement for repayment. XXXX XXXX, the supervisor said we were correct and the report would be fixed. We needed to in writing ask for it to be removed from the report due to the error on the mortgage company 's part. On XX/XX/XXXX, an email was sent to the address given to us explaining the situation, the supervisor 's decision after listening to the recording, and the request for the correction on the credit report. On XX/XX/XXXX, SPS added a letter to our online account stating that they did review the audio from XX/XX/XXXX and confirmed the representative did in fact state there would be no negative reporting on the credit report. SPS also stated that they would not fix the report because they were acting within the guidelines for reporting by law. We were misled and misinformed at the time of the verbal agreement in XX/XX/XXXX. We entered into the repayment plan under the terms that were given by the representative in XX/XX/XXXX and asked for things to be clarified to be sure we understood the terms. We would have never agreed had we been told payments would be reported late. We fulfilled our end of the verbal agreement and SPS needs to do the same.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 453XX
Submitted Via: Web
Date Sent: 2021-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-14
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My mortgage was put into forbearance. After the forbearance ended I have been trying to re-fi or do a loan modification. I have been paying my mortgage since the end of my forbearance but SPS has been reporting that I am in default because my loan was in forbearance. Because of this I can't get a loan from anyone and SPS has denied me any assistance. They are requesting that I come up with the entire amount of the forbearance to bring my loan up to date. My loan is up to date but they have been applying my payments to the forbearance amount and therefore are saying I am in default. They refuse to answer any of my questions and won't give me any assistance. They are terrible
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 20155
Submitted Via: Web
Date Sent: 2021-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been tryin apply for assistance since XX/XX/XXXX, since then SPS has denied my request for mortgage assistance numerous times. Most recently I applied for loan modification assistance on XX/XX/XXXX and faxed in documents to XXXX on XX/XX/XXXX SPS declined my request for mortgage assistance within 7 days of me submitting my paper work. I don't feel that SPS properly reviewed my paperwork during this time since there denial turnaround was so quick. I was never given a single point of contact to discuss this decision and I was not given a denial letter or was informed why they denied my case. Each time I asked for a copy of the letter they assured me there is one and that I should have received it by now. This lender SPS is purposely denying my modification or assistance only to foreclose on my home. I have Offred {$9000.00} towards the past due if they can work with me and apply the balance to the end but also denied that request. I am asking the CFPB to investigate SPS on violations under the Truth In Lending laws set placed for Failure to perform and Negligence on my home. SPS has failed to remove the foreclosure date set on my home while I worked with them with options, right now they currently have my home for Auction for XX/XX/XXXX and when I asked them to allow me to apply for help they refuse and say its not enough time prior to foreclosure and offer only Deed & Lou but SPS has had foreclosure against my home while under review for mortgage help, I believe this is in direct violation of Dual Tracking
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92410
Submitted Via: Web
Date Sent: 2021-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was making payments to the mortgage company but due to an unforeseen decrease in income ( DUE TO COVID ) and ( REDUCED HOURS ) payments were not able to be made going forward. Tried to contact the company to set up a payment plan and Requests Mortgage Assistance ( 3 times ). Requests were denied. The did not allow me an opportunity to submit a loan modification/meditation modification to save my home.I I have resided in this home with my family since XXXX and would like to remedy and remain in my home with my family. The bank is forcing me to sell my home and is not giving me the opportunity to try and retain ownership of my home. My sale date is XX/XX/XXXX which is ample time for me to be able to submit a loan mediation package. I was also never given an opportunity to submit a loss mitigation packet. I kindly consider if you would please assist me and aid me in retaining ownership of my home.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92881
Submitted Via: Web
Date Sent: 2021-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Select Portfolio servicing. Will not work with us at all to lower our mortgage, or to save our home. After 2 XXXX XXXX and then XXXX that my wife and I both had. They are trying to up our mortgage payment. They are like a predatory company at the worst.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 54952
Submitted Via: Web
Date Sent: 2021-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A