Date Received: 2021-05-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: SPS provides no real source of assistance ; hiding behind the cookie cutter paper correspondence and assigned NAMED relationship managers YOU NEVER SPEAK TO? One hand doesn't know what the other is doing! Contradicting communication with less than through information has placed me in a dire situation. They referred legal action towards foreclosure after numerous dismissed attempts on my requests for relief? Poor communication allowed me to struggle and pay during a forebearance period I DIDNT KNOW ANYTHING about? Forbearance was stopped in XX/XX/2021 unbeknownst to me and created a balloon payment thus causing foreclosure proceedings! I never agreed nor did I know this was going on ; meanwhile I was asking for help ( deferred payments, rearages on loan, lower monthly payment, etc. ) SPS Relationship Manager ever contacted me about to discuss ; no email phone call or direct correspondence, nothing! The concern is I'm struggling for COVID relief and FOREBEARANCE as depicted under the cares act. The problem is SPS appears that they are in line with the CARES ACT procedures. However, the borrower is at stake caught in the middle in dire need to save their family home during a pandemic! Please be advised in addition to this complaint I have an abundance of email communications with my relationship manager and SPS the last 2 years. Requested documents were all sent in and weren't utilized? Yet in contradiction SPS was active with my loan during the same time? Currently, I contacted SPS and emailed them regarding leaving a message with my SPS RM to finally help me ; their protocol is 24-48hrs that was last Thursday? In contradiction SPS will send a letter reflecting about HOW I'M NOT DOING WHAT I'M SUPPOSE TO ( placing the borrower at fault, in a unjustified situation )? At this point, I've contacted your organization and a housing counselor in addition to assisting me cause you can't trust the lender with your loan even with the protection of the president morandum. Consumers need protection in addition to actual relief and assistance, we shouldn't have to PAY the price for incompetent services and no real help as the government intended. XXXX** ( Email screens shots are attached for your reference of my communications with my lender and the profound concerns while they continue going down another path with my loan! ) *****
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93551
Submitted Via: Web
Date Sent: 2021-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: To whom it may concern : I have been trying to save my home since XXXX of last year but all I am getting is a run around from SPS. They continue to ask repetitive questions about my income and even deliberately wasted over 3 months until I deposited my daughters contribution income to my bank account. They said it was mandatory otherwise they could not continue with my review. I had filed a previous CFPB complaint and they even advised on there that the process consisted of being showing the income deposited. So they lied to your department about my original complaint. Now they told me all I had to do was fix the non borrower credit auth and submit it with 100 % income contribution. They are trying to go back on everything they originally stated. I am beyond scared of losing my home because these people don't care about anyones home! They are just saying whatever they feel is going to comfort me and try to make another excuse. My counselor XXXX XXXX has been following up with them on a weekly basis every since resubmitting my loss mitigation application again for the 5th time. He spoke to XXXX from the management 2 that clearly advised there would be no further documents needed and clarified that we should be hearing a resolution soon. Two days later they ask for more information, information they knew already. They were asking about the deposits on my bank statement that where not from my social security. Those deposits are the ones they advised I needed to make! Today we spoke to XXXX in the management team and all she could say is I'll get back to you, this is the same excuse I have been getting for over a year now! They just don't care and something needs to change!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95407
Submitted Via: Web
Date Sent: 2021-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Servicer, SPS, sending information on forebearance coming to and end. No date of when forebearance ends is provided. During forebearance, SPS is also pursuing foreclosure action in violation of Dual Tracking laws.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90255
Submitted Via: Web
Date Sent: 2021-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX my home was damaged in hurricane Florence. I fought with the insurance company for two and a half years. My roof was unstable and severely damaged. Hurricane Dorian was headed to Florida and I feared my roof would not make it. I then paid out of pocket over {$25000.00} to get a new roof before another hurricane came. By doing this I fell behind on my mortgage. When the pandemic hit in XXXX of XXXX, my income was disturbed due to a closure at the spring training facility at which I am employed. I contacted my mortgage company XX/XX/XXXX and explained that I needed my insurance check to reimburse me and that money would make it possible for me to pay them. Although I mentioned COVID effecting my income, no assistance was offered. I was not given my insurance check and was unable to pay. Again in XXXX, XXXX I contacted my lender and requested they release the insurance check. I again explained that I needed to be reimbursed to reinstate the loan. Again, I explained that COVID had disrupted my income. Again, I was not given the insurance check and was not offered any COVID assistance. I was told that I would have to apply for a modification. I did. The modification review was open from XX/XX/XXXX - XX/XX/XXXX. I was denied and no assistance is available to me. SPS also filed for foreclosure. I was negatively effected by a hurricane and a global pandemic and my lender has withheld information regarding possible assistance.
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 349XX
Submitted Via: Web
Date Sent: 2021-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Contacted my mortgage company by phone and mail to request that my payment remain the at 3 % and not be changed to the 3.75 % as scheduled for XX/XX/2021. my request was that the interest match the current rates that were less than 3 %. The current payment was the result of a mortgage modification my payment were lowered. I was advised over the phone that the case was closed because I did not return forms. I asked when the forms were sent out because i never received them. Asked if they could be sent again As of XX/XX/2021 there have been no acknowledgement of my request. The never received comment reminded me of my bad experiences with XXXX 's XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 601XX
Submitted Via: Web
Date Sent: 2021-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was making payments until XX/XX/XXXX when I lost my job due to covid I have since found a job as of XXXX XX/XX/XXXX select portfolios serving has put a sale date on my home I've been trying to work with them however all I'm getting is they want to sell my house they sent me paperwork with an rma in there then I send it in and they return paper saying there is no rma fir this loan
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: 720XX
Submitted Via: Web
Date Sent: 2021-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Select portfolios serving telling me there are no more mortgage assistance programs for my loan all their wanting to d look is for me to walk away from my home and let them sell my house I have kids with me and my wife
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: 720XX
Submitted Via: Web
Date Sent: 2021-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, I mailed a check to Select Portfolio Servicing for XXXX. This was for my XX/XX/XXXX 2021 payment. On XX/XX/XXXX2021, I made a quick pay for XXXX at the currency exchange for XX/XX/XXXX payment. Instead of recording this for my XXXX payment, they added this as an Additional principal payment. This payment was not for ADDITIONAL principal, it was for XXXX payment. I then sent in one check on XX/XX/XXXX2021 for amount of XXXX. This was for XXXX and XXXX payment. They cashed the check on XX/XX/XXXX. Check number XXXX. Furthermore, NONE of my payments were applied towards my mortgage. They took my money, did not apply it to my mortgage NEITHER towards payments nor towards principal balance. My principal balance does not go down, and on top of it they are now saying I am 3 payments past due which is not correct because of misapplied funds.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60630
Submitted Via: Web
Date Sent: 2021-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-15
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: My mortgage was transferred to Select Portfolio Servicing , Inc. ( SPS ) on XX/XX/XXXX from XXXX. At the time that it was transferred, my mortgage was approved for and protected by a Cares Act forbearance plan that was not due to end until XX/XX/XXXX. Before the transfer, I received a letter from XXXX stating that my mortgage was being transferred to SPS for servicing and that the Covid-19 protections ( forbearance plan ) that was in place would continue and be honored by SPS after the transfer. I also called XXXX after receiving the letter for further clarification because I did not understand why my loan was being transferred to SPS especially since I was in the middle of a forbearance plan but was assured that this was a normal process and that my loan would continue to be protected. The problem that I am having is that SPS refuses to honor the forbearance plan that my loan was under that was verified by XXXX as being a federally backed XXXX XXXX loan that qualified for the Cares Act forbearance program. Since they are not acknowledging the forbearance plan, they are showing my mortgage as delinquent and have been sending collection letters demanding a lump sum payment for the amount that was under forbearance and have sent statements showing that my mortgage payment will increase by $ 500 monthly. I have been calling and talking with representatives at SPS several times every month since XXXX of XXXX trying to get them to accept and honor the Cares Act forbearance plan that was approved and initiated by Chase that XXXX verified as being a Fannie Mae loan. There was never a time that XXXX or SPS was not able to contact me. I have voicemail if I was not able to answer if they called and I have been calling both XXXX and SPS several times a month trying to resolve this matter since XXXX of XXXX when my loan was transferred to SPS. A XXXX representative completed a three-way call with myself and SPS and verbally verified with SPS that my loan was a federally backed Fannie Mae loan that was approved for the Cares Act forbearance program before it was transferred to SPS and tried to get SPS to honor the remainder of the forbearance plan. The forbearance was due to end on XX/XX/XXXX but I have requested a three-month extension that individuals with federally backed loans are allowed due to SPS demanding a lump sum payment of over {$18.00}, XXXX before my mortgage can be reinstated and increasing my mortgage payment by $ 500 monthly. I will not be able to make the payment they are demanding and need my account to be adjusted to show that I do not owe a lump sum due to my loan being a federally backed loan and the amount that is due should be allowed to be deferred based on the guidelines for federally backed loans. Also, I should be allowed to resume my regular payment once the forbearance ends. I desperately need help with this matter because I have tried to end the forbearance plan, resume my regular mortgage payment and have the balance deferred as allowed by the provisions of the Cares Act but SPS is denying me this option.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60466
Submitted Via: Web
Date Sent: 2021-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Our original Mortgage loan was with XXXX XXXX - loan was XX/XX/XXXX - We had gotten extensions on Mortgage through out loan - Sold to Select Portfolio Servicing in XX/XX/XXXX. We have made all payments on time other than 1 late payment. Original loan maturity is XX/XX/XXXX. We were under the understanding that payments would continue due to extensions that were granted by XXXX XXXX. One until we received notice from SPS Servicing that anything owed would be due on XX/XX/XXXX. I started application for assistance In XX/XX/XXXX. Each time they needed additional information - which I submitted - ( 1 ) unemployment letter - explanations along with bank statements showing continuation of unemployment payments to date - Payroll stubs - retirement and ssi letters of income. Letters continuing until XX/XX/XXXX when they accepted the application - received letter of denial for home retention loss mitigation of XX/XX/XXXX - account did not meet eligibility requirements because we were not late on mortgage payments although {$9000.00} is due in complete payment on XX/XX/XXXX. They will not accept any partial payments after that date it must be paid in full. No help with this company due to pandemic situations.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 789XX
Submitted Via: Web
Date Sent: 2021-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A