Date Received: 2021-07-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXX, and then XX/XX/XXXX, my family and I were affected by the Covid-19 Pandemic, in more than one way. My husband was diagnosed with XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, and had to undergo emergency XXXX, followed by a long, difficult and involved treatment of both XXXX and XXXX, which unfortunately brought him to be cared for, and not be able to work. In XXXX, I then lost my job due to the Covid-19 Pandemic, as schools closed, leaving me without work, and any income. Faced with a terminal illness, a necessary medical treatment in order to have a chance to live, and no employment, I reached out to Select Portfolio Servicing XXXX XXXX, and informed them that I was having difficulties paying my mortgage, and therefore, I was requesting their assistance. Select Portfolio Servicing XXXX XXXX worked overall well with me in the sense of approving my request of a Forbearance. However, my difficulties and questions about the transparency of Select Portfolio Servicing XXXX XXXX started once I began to question their wording on my Monthly Statements, when I began receiving harrassing phone calls from different representatives, and when I repeatedly declined the assistance offered by Select Portfolio Servicing XXXX XXXX, due to the fact that, their offer was simply something I could not afford, and was something I clearly stated to Select Portfolio Servicing XXXX XXXX, I was in no position to be in. While communicating or trying to communicate with the representatives, it seemed as though no one knew the real and true status of my account. When I would contact Select Portfolio Servicing XXXX XXXX, I had to explain my entire situation, as if I had never spoken to anyone before, which gives the impression that facts and information are not being kept up with, therefore, delaying the possibility of a solution or an issue being looked into. In relation to the wording on my Monthly Statements, while my mortgage loan was in Forbearance, my Statements stated " **Delinquency Notice** You are late on your mortgage payments. Failure to bring your loan current may result in fees and foreclosure-the loss of your home. In addition to the inaccurate statement, the amount of days reflected as " delinquent '' were also incorrect. I contact SPS and asked to speak to my Relationship Manager, however, I was only able to successfully speak to her once, and every other time I called, I was told I could speak to any representative. In regards to the harrassing phone calls, during, and prior to the approved forbearance period ending, different representatives from Select Portfolio Services XXXX XXXX repeatedly called me, in very hostile manners, demanding, and pressuring I bring my account up to date, requesting I make payments over the phone, and even threatening legal action, etc. Specifically on XX/XX/XXXX, Employee # XXXX, from the Escalating Team, threatened and harrassed me, in a way I never thought was acceptable or possible, especially after I had explained and disclosed my family 's situation. In reference to the assistance offered to me by Select Portfolio Servicing XXXX XXXX, in an effort to help me bring my account up to date, the only SPS ever offered me, was that of a Repayment Plan. From the first communication I had with Select Portfolio Servicing XXXX XXXX, I clearly stated, and requested a Deferral Plan, as I clearly knew the state of my situation. Furthermore, I believed my great payment history and relationship with Select Portfolio Servicing XXXX XXXX, was evidence of how financially responsible I had always been prior to the unfortunate Covid-19 Pandemic. In XX/XX/XXXX, I wrote to Select Portfolio Servicing XXXX XXXX, explaining once again my situation, and why I could not agree to the Repayment Plans they have offered me, however, along with this letter, I sent in supporting documentation, in order to give them real life examples of why I could not afford the Repayment Plans offered thus far, and why I had, every other time, requested a Deferral Plan. Sadly, on XX/XX/XXXX, Select Portfolio Servicing XXXX XXXX, approved me once again, for another very unaffordable Repayment Plan. The approval of the clearly unaffordable Repayment Plan, indicated that Select Portfolio Servicing XXXX XXXX, did not read, or care for the supporting documentation I had submitted to, which was actually very personal, as it pertained to my husband 's diagnosis, and the overall situation we, as a family were experiencing. On XX/XX/XXXX, I once again wrote to Select Portfolio Servicing XXXX XXXX, and explained that unfortunately, I was unable to accept the Repayment Plan assistance, they offered me on XX/XX/XXXX, as it was a monthly amount completely unaffordable for me. Once again, in this letter, I requested a Deferral Plan, which would be the one plan I could afford going forward, as I have resumed making my regular monthly payments of {$850.00}. On XX/XX/XXXX, my request for assistance from Select Portfolio Servicing XXXX XXXX, was withdrawn, as according to SPS, I declined/rejected the offer they made me. Since my correspondence on XX/XX/XXXX, Select Portfolio Servicing XXXX XXXX, has not communicated with me, despite the fact that, on their website, there is a letter dated XX/XX/XXXX, stating that I should be receiving a response from Select Portfolio Servicing XXXX XXXX, within 30 days. Today is XX/XX/XXXX, and I have yet to receive any correspondence from Select Portfolio Servicing XXXX XXXX, via phone call, via mail, or via their website. With this being said, Select Portfolio Servicing XXXX XXXX, has failed to respond to my appeal and request for that of a Deferral Plan, rather than that of a Repayment Plan. I believe that I have gone above and beyond all that I am asked to do as a Homeowner, in order to keep my home, and bring my account up to date. I have provided evidence and supporting documentation, even when the law clearly stated in was not necessary. I always kept in contact with Select Portfolio Servicing XXXX XXXX, and resumed making my monthly payments, even before I was able to afford making them, due to the pressure and harassments from Select Portfolio Servicing XXXX XXXX. However, I believe Select Portfolio Servicing XXXX XXXX, took complete advantage of my personal and family 's situation and therefore, continuously called me, mailed me, and emailed me the same response, and/or solution, despite the clear and precise explanations given.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34743
Submitted Via: Web
Date Sent: 2021-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-14
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I had been paying this company for more than a year and they haven't reported mi payments to the credit bureau I keep asking them and asking them to do it and they keep saying they will do it tomorrow next week two more weeks or I will take 60 days more this people is not complying with their obligation I need your help this people had keeping me like this for more than a year and I haven't been Abel to get a proper answer im looking to refinance mi mortgage for a better rate and look like they don't want to leave mi loan go
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90262
Submitted Via: Web
Date Sent: 2021-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have tryed many times applying for XXXX XXXX and each time I'm told it can not be done because in XXXX this modification was extended to 40yrs int at 4.5 with rates at there lowest now I don't understand lm 13 payments behind I have exhausted trying over and over with this investor with a modification I can get on track stay current and refinance my problem started with my husband who passed XX/XX/XXXX it was the covid his medical state and side work being unable to make side cash I have a I'll daughter and XXXX grandkids who live with me also my social security was cut due to my husbands death we will be homeless can you help pls.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85303
Submitted Via: Web
Date Sent: 2021-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Predatory practices I have a mortgage loan that is now serviced by Select Portfolio and have tried to enter in loss mitigation alternatives in more than one occasion, before Hurricane Maria in 2017. Have had nothing but bad orientation, negative results, and a foreclosure in progress on my PRIMARY AND ONLY RESIDENCE, the house where I live with my children. This process has brought me too much to worry about, it is affecting my daily work and well being. In my last action to try to retain the house, after several communications between Select Portfolio and other investors ( because I dont really know who the owner of my loan is ), I declared for bankruptcy. All of a sudden, I received a communication from Select Portfolio with different loss mitigation alternatives. After I called, sent letters with offer sheets that I have from other people so I can just move on ... they told me there are no loss mitigation alternatives available for me. Whoever is the owner of this loan does not want to work things out with me. This process started back before 2017, when I tried to do a loan modification. I even asked for a short payoff but wasnt allowed one. I was asked to deliver several documentations, which I did in a timely manner, and most of the documents were requested again and again. I had to provide the exact same documentation more than twice. I was told that the process was slow because they bought my loan but didnt had much documentation to work things out. All those months increasing the interest due and any hopes of reasonable negotiations. Then Hurricane Maria came to XXXX XXXX and destroyed all my hopes. Bad orientation from the servicer made me enter a moratorium, that to my surprise represented an interruption in the loss mitigation process that I was in. If someone would have explained to me the consequences of entering in moratorium, I would have just completed the process and my trial period. Interest due keeps growing, no stop on their end. Then another trial, after I finished my moratorium, was granted but by the end of it they sent an offer sheet with an amount higher than the fair value of my property ( the market value ) that would put my house underwater because the market value of the property. This is just something that is not reasonable. They wanted me to owe more than what my house would appraise, and they are only giving me the chance to keep it only if I pay all. Not reasonable, not fair, not ethical, and most likely abusive and predatory practice. Again, negligence after negligence, I ended up not able to do anything and now with an exorbitant amount of interest payable that can be sufficient to kick me out of my home. I had a situation where I couldnt pay, I understand that. But I know for a fact that negotiating for the unpaid principal balance can be enough to recover whatever the investment of the current owner of the papers has invested. Im willing to pay it all out, but I just have enough for the unpaid principal balance. I have tried to negotiate short sales, short pay-offs, and modifications in more than 6 occasions, and I have had several calls with what seems to be a schematic system of abuse and confusion to the borrower. They have delivered inaccurate and unfair alternatives to me, and different versions of " available options ''. These details have affected my emotional and mental health and condition. And now, they play with me ... and are manipulating me by sending these letters giving me false hopes that I have loss mitigation alternatives because I entered in bankruptcy. I just cant handle any more abuse. I want to be able to negotiate with the owner of the loan on satisfactory terms for both them and me to retain the house, or I want to be able to sell it before a foreclosure. I just cant handle a foreclosure. I have a business that could be directly affected by a foreclosure, and that would put me basically on the streets. I only want something reasonable for both parties, not just me. But it needs to be fair. Right now is just abusive and predatory. Lastly, please note I have worked with this now for more than 6 times, and all of them have been a NO. I need something I can work out. And I dont want an answer that says we think or we believe we have acted reasonably or as required because no one have acted reasonably or as required by guidelines. I need a solution that can bring hope to my family, and to my life.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PR
Zip: 009XX
Submitted Via: Web
Date Sent: 2021-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Select Portfolio Servicing charged my mortgage on XX/XX/2021 $ xxxxxx paid by xxxxx on behalf of xxxxxx who is assisting me with mortgage at xxxxx account xxxx. The correct amount should have been {$630.00} because I paid {$380.00} on XX/XX/2021 to total {$1000.00} for XXXX mortgage resulting in an overpayment of {$1000.00} that should have been refunded by Friday XX/XX/2021 due to 10 day processing time for refund. SPS instead applied over payment to next month XX/XX/2021.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95340
Submitted Via: Web
Date Sent: 2021-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I contacted select portfolio servicing to make a payment on the phone since my draft payment did not process on XX/XX/2021 and when I contacted select portfolio servicing the representative said he could take my payment which was not the payment for XXXX because it already processed but it hadn't and I was trying to make the payment that was received before XX/XX/2021 and I XXXX the payment on Friday XX/XX/XXXX with a note to apply the payment for the XXXX payment which was returned to avoid reporting the payment late to the credit bureau since they couldn't process it over the phone and If I made the payment it would have applied to my XXXX payment instead of the XXXX payment because the mortgage system currently showed it was paid. I want the late payment removed from my credit report because the mortgage company system could not process the payment for the month of XXXX on XX/XX/XXXX which is not XXXX and they did not tell me I could do a wire transfer to note on the form this payment was for XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 20003
Submitted Via: Web
Date Sent: 2021-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-12
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: My credit report includes a Loan Modification ( mortgage ) which i no longer live in or named on the ownership/deed since XXXX attached is the Divorce decree dated XX/XX/XXXX gives my ex husband 100 % ownership/responsibility. ***There have been 2 modifications since XXXX by the same company. I never signed, sent my income or verified my identity with Select Portfolio Servicing. How can they refinance using my SSN, Income, etc. I have not lived at the property wince XXXX. The balance is not what I originally applied for from XXXX / XXXX XXXX years ago. attached is the original note I was joint, I never signed nor have anything to do with these modifications.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93065
Submitted Via: Web
Date Sent: 2021-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-12
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Select Portfolio Servicing provided an incorrect payoff amount in a refinance. Since XXXX, 2021, XXXX XXXX and myself have contacted SPS multiple times for resolution. XXXX has evidence of incorrect information being provided by SPS. At this point, SPS is charging me interest for the payoff amount, while the item was being disputed. They are unwilling to remove the interest charges and refused twice the payoff amount originally provided to the title company.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92694
Submitted Via: Web
Date Sent: 2021-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I sent a check for XXXX check # XXXX. Was my loan balance. Sps company managing loan destroyed check check was dated XXXX.They told me i needed an pay off amount. They sent me a pay off amoumnt of {$40000.00}. That was good until XX/XX/2021. I sent another check for {$40000.00}. And it was delivered on om XX/XX/2021. I have a mail recept that check was delivered on XX/XX/2021 AND IT WAS DELIVERED TO PAY OFF DEPT. SIGNED BY XXXX XXXX.As of today I have not heard anything from SPS.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 410XX
Submitted Via: Web
Date Sent: 2021-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/2021 SPS ( Select Portfolio Servicing ) reneged on XX/XX/2021 letter acknowledging having received a completed application asking if single family house xyz had rental income. I had already emailed and stated inside application itself dated XX/XX/2021 Currently, income from xyz rooms is {$0.00}. On XX/XX/2021 I angrily repeated to SPS no change in income in a 45 min phone call where SPS relationship manager xyz asks if I wanted to pay XXXX mortgage payment at no fee and tells me decision moved from XX/XX/2021 to XX/XX/2021. On XX/XX/2021 SPS acknowledges application complete but resets date from XX/XX/XXXX to XX/XX/2021 delaying SPS decision by over 2 weeks. Processing time is 30 days. This results in decision delayed from XX/XX/2021 to XX/XX/2021 hoping the xyz family will in the future be able to pay past mortgage payments and SPS refuses to help. SPS commits fraud employing tactics to confuse, delay and not help by stalling decision to help or not help.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A