Date Received: 2021-08-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have recently been diagnosed with a XXXX. I can still work most of the time but at times it causes me to have to not work. Im taking cate of my XXXX XXXX XXXX mother with XXXX and her home. We became behind on our mortgage. I applied for assistance. Our company is SPS Servicing out of Utah. Our original payment was {$1400.00}. They approved us for a repayment plan instead of a modification since we had gotten one some time back. The payment they approved us for was {$2800.00}!! If I struggled with {$1400.00} how can I do {$2800.00}? So their letter says you have the right to appeal within 30 days. I called my relationship manager who said to go ahead and appeal. Never did she tell me, nor is it in the letter that if you appeal they will VOID the option you were approved for. So now Im looking at a foreclosure when all I was trying to do was get the payment a little lower. Can your help me? I have read so many negative articles about this company. We dont have good credit so I dont know if thats why we have to deal with them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DE
Zip: 19808
Submitted Via: Web
Date Sent: 2021-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I sent a check and paid off the loan to Select Portfolio Servicing on XX/XX/XXXX. they waited until XX/XX/XXXX to send a letter stating that the payoff ( which they sent ) was not enough. I didn't get the letter until XX/XX/XXXX. So they held funds and let the interest accrue for almost an entire month. My phone number was on the check so if it was short, they could have applied funds to principal or called me to tell me! instead, they sat on it while it collected interest. i find that to be highly questionable and i believe this is the very definition of predatory lending! Please do something to stop this unethical practice. file account number XXXX name XXXX of XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19348
Submitted Via: Web
Date Sent: 2021-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hello, in XXXX of XXXX we entered into a COVID forbearance assistance plan with our servicer, XXXX XXXX XXXX XXXX XXXX who then sold our loan over to Select Portfolio Servicing , Inc. in XXXX of XXXX, and continued our COVID forbearance assistance plan. Since the beginning of our time with SPS we have never been able to get any clear information in regards to our loan. They werent even able to tell is who owned our loan. Their website has no specific information about any of the details of our account such as escrow breakdowns, etc. We receive letters in regards to our account that refer us to a XXXX XXXX who is suppose to be our Relationship Manager, but has never taken a call once. When I select his extension it simply reroutes the call to what sounds like a debt collecting representative. All these representatives are capable of providing is our balance and how to make payments on our account. At the end of our forbearance we applied for a loan modification in XXXX of XXXX. Yesterday, XX/XX/XXXX we received a denial letter for the modification and all other plan options. Once again, the letter fails to provide any specific reason as to why we were denied so I contacted SPS today to inquire more. Upon my conversation with their representative XXXX, I was informed that he unfortunately does not have access to the specific reason as to why we were denied. I asked if he could please transfer me to someone who could provide this information and he stated that unfortunately there was no one who could provide this information. He basically gave me a generalized response as to what the investors take into account as a whole when making their determinations on loan modification applications. No specific detail was given to me in regards to our particular application and or denial. This does not provide us with any assistance in bringing our mortgage to current and avoiding foreclosure which is ultimately what we are trying to do. Its if as though, they rather we loose our home.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33027
Submitted Via: Web
Date Sent: 2021-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am on XXXX and my XXXX check came in late in XXXX it came on the XXXX instead of the XXXX and payments came out of my bank account that were charged late payments so I did not have the money to pay my mortgage that month I contacted the mortgage company and they put me on a covid relief thing and gave me until XX/XX/XXXX to catch up without interest so I did not pay the month of XXXX but I paid XXXX I went to the homeless coalition for XXXX and they paid that in the beginning of XXXX and then I made my XXXX payment. my family helped me and made 2 payments. I have made eight payments myself. In 11 months there has been a total of 11 payments.. every single month they harass me. they're adding on late charges they keep saying I am behind and I can't seem to get through to them they just won't listen they've hung up on me I'm just so frustrated and it's every single month and I'm XXXX and I can't handle this anymore I'm fighting hard enough to survive on XXXX and they keep saying this payment went to this month and this payment went to this month instead of just making this simple and seeing that I paid 11 months for 11 payments they claim the month of XXXX that they sent me a check back after I paid in full and I never received the check and I never cashed it and they said that was resolved and now they're bringing it back up I don't know how to resolve this I can not work with the company they they keep telling me I'm behind adding on all kinds of fees. They are ruining my credit and every single month I have to call and every month they tell me a different reason. I talked with a supervisor back in XXXX that figured out they sent me my XXXX payment back. XXXX I don't know why they would have done that when I was paid in full and I never received a check and I never cashed it and I asked him to investigate to see if that check was ever cashed and they couldn't seem to figure out how to do that so they sent me another check and he told me to just send that back. That just confuses everything I was paid for XXXX and I never received a check back for it it was never cashed if they sent one would have solved everything and they said they were investigating it and everything was all set next month telling me I owe something else again different month simply paid XXXX and then I made 11 payments since then and that is a total of a year I am not behind and they refuse to just simply check the amount of months to the amount of payments. i have attached my bank statement showing 8 payment then add the 1 from the homeless coalition that helped me in XXXX and the 2 payments my family made in XXXX. That is 11 payments for 11 months. I also attached what they have sent as my payment history. I can't even understand it. I have had this morgage XXXX years and never missed a payment till XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33952
Submitted Via: Web
Date Sent: 2021-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Loan Servicer states the following on XX/XX/2021 communication to Borrower : " You previously indicated that you have been impacted by the COVID-19 pandemic. '' " The existing payment relief provided on your account is coming to an end. '' Borrower Concerns : Loan servicer is not providing date on when COVID-19 relief assistance is coming to and end. Loan servicer proceeding with foreclosure while payment relief due to COVID-19 pandemic is still active.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90255
Submitted Via: Web
Date Sent: 2021-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I contacted with SPS ( select portfolio servicing inc. ) for solutions for missing payments and they refused to give me loan deferment. They want me to apply for it and I already apply for it. Also meanwhile I am authorizing everything 3 months monthly payment, I am waiting for their reversed decision. However, I never receive any response. I am not sure if they refused to give me deferment Or other assistance, I believe will violate the law? Please help. My property address is XXXX XXXX XXXX XXXX NY XXXX. My email is : XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11220
Submitted Via: Web
Date Sent: 2021-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-25
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I open on XX/XX/2021 a RMA. This mortgage assistance was approved by the relationship XXXX XXXX XXXX. I want the approval of XXXX XXXX XXXX. I have him recorded on all the calls confirming that the RMA FOR {$100000.00} was approved. They dont respond for the offer and their service is poor. I need the assistance honored.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PR
Zip: 00728
Submitted Via: Web
Date Sent: 2021-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The applicable loan is collateralized by multiple properties. Paragraph 18 states the process for releasing a single property. On multiple occasions over the past month I have requested a payoff statement for the release of one property, specifically, XXXX XXXX XXXX. Representatives of the lender first said that it could not be released, which is clearly incorrect. Next they said that it could be released but send a letter setting requirements or release that are not in accordance with my promissory note. On or about XX/XX/2021, I spoke with a supervisor who, after actually reading the promissory note, told me to ignore the letter and explained that he would expedite it for a correct payoff quote on only the parcel to be released rather than the full loan payoff. On XX/XX/2021, I called back to follow-up. I was connected with another supervisor who said that the first person escalated the matter to the wrong department and so no action had been taken on the request. This new supervisor explained that he was escalating it to the correct department. Unfortunately, I have not way to confirm whether it was done correctly this time or not since each representative or supervisor that I speak with seems to provide a different answer. I need this matter resolved by someone who can review and understand the terms of the note and can provide a payoff to give me the exact calculation of the amount in paragraph 18 ( f ) of the promissory note that is good for at least 30 days. I have attached the applicable pages on the note to this complaint. I am happy to provide the whole note, however, the file was too large to upload on this complaint portal.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27511
Submitted Via: Web
Date Sent: 2021-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX of 2021 I submitted written requests to Select Portfolio Servicing ( SPS ) requesting a Forbearance Extension ; due to still being medically and financially impacted by the COVID-19 Pandemic. On XX/XX/2021 I received a COVID-19 Decision Notice/Assistance Letter ( attached ) from SPS in response to my written requests and document submissions for a COVID-19 Forbearance Extension. Upon reviewing the letter, the letter states that I had been approved for a Forbearance Plan, but lists a Trial Payment Plan Payments for the following months : Payment 1 - XX/XX/2021 : {$770.00} Payment 2 - XX/XX/2021 : {$770.00} Payment 3 - XX/XX/2021 : {$770.00} It is my understanding that under a COVID-19 Forbearance and/or a COVID-19 Forbearance Extension, that the entire monthly payments are to be paused in their entirety while under a Forbearance and/or a Forbearance Extension. Here, SPS approves me for a Forbearance, but assigns a Trial Payment Plan ( Partial Payments ) for XX/XX/2021, XX/XX/2021 and XX/XX/2021. As a result of being confused with the Forbearance Extension being assigned as a Trial Payment Plan with partial payments ; I contacted SPS by telephone and spoke to a representative who told me that the Forbearance with the Trial Plan Payments was the only assistance being offered by SPS. I explained to the representative that there must be a mistake and that I specifically requested and submitted the required documentation for a COVID-19 Forbearance Extension from the SPS Website, and what was offered to me by SPS was more of a Partial Payment Deferral Plan and not a COVID-19 Forbearance Extension ; which pauses the entire monthly payments for a specified period of time. The SPS Representative stated that the Trial Period Plan was all that was being offered, and stated that there was no other assistance that was being offered by SPS. I then asked the representative to escalate the matter to a Supervisor/Assistance Program Department to discuss the matter further and was told that a Supervisor was not available at that time, but a Supervisor would call me back within 24 hours. At that time ; I asked the representative to have someone of authority in the Assistance Program Department to contact me back as soon as possible. As of today ; I have not been contacted by telephone, mail, nor the SPS Online Messaging System by a Supervisor or anyone from the Assistance Program Department to explain the Forbearance with Trial Plan Payments ; which is not an actual Forbearance Extension as I had requested.
Company Response: Company believes complaint is the result of an isolated error
State: PA
Zip: 195XX
Submitted Via: Web
Date Sent: 2021-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Select Portfolio Servicing ( mortgage lender ) is trying to extort and destroy me. My mortgage was transferred from XXXX to Select Portfolio Servicing during the summer of XXXX. I received a letter stating that payments paid to XXXX during the transition would be transferred to SPS. Since XXXX, SPS has been falsely reporting that I failed to make two payments during that time and my credit has suffered due to their negligence! I have an official letter from XXXX, dated XX/XX/XXXX, stating that payments for the amount of {$1200.00} during the months of XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX were forwarded to SPS. I have a letter from XXXX XXXX XXXX. dated XX/XX/XXXX, listing the dates, amount, and electronic transfer numbers of all payments made to XXXX and SPS from XX/XX/XXXX to XX/XX/XXXX. SPS claims they did not receive the payments for XXXX and XXXX of XXXX. SPS has been sending people by my home harassing my family, sending threatening letters to foreclose, and tacking bogus late and legal fees to my account. I HAVE NOT MISSED ANY PAYMENTS OR PAID LATE TO XXXX OR SPS!! SPS continues to be paid, TIMELY, by me every month, BUT, they are allowed to bully me financially by sabotaging my credit. I have consulted with a law firm who has reached out to SPS with sufficient and credible documentation and they wont budge. They referred me to CFPB as a credible remedy before they take my retainer to pursue SPS in a court of law! I know CFPB is well aware of SPS and its tactics. I hope you will fight for me in this matter because I did not ask for my mortgage to be sold, and it is not my responsibility to make sure that one lender pays another. I have proof that the money was paid, and I should not be punished for the greed and incompetence of predatory lendors!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30019
Submitted Via: Web
Date Sent: 2021-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A