Date Received: 2021-05-03
Issue: False statements or representation
Subissue: Impersonated attorney, law enforcement, or government official
Consumer Complaint: My mortgage was sold off to select portfolio services. I have never missed a payment. They tack on late fees and call and threaten me after curfew hours. I have spent endless hours trying to explain to them their huge mistake. They hang up, They are taking to me from their home, there are language barriers. These late payments need to be deleted for once and for all. They have brought on tremendous stress to my life, I feel like a victim.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90068
Submitted Via: Web
Date Sent: 2021-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am reaching out to the CFPB for assistance in hope the CFPB will look into any illegal servicing activities SPS has done in regards to my application assistance in trying to save my home. I have been past due on my mortgage for many years now now since XXXX and sine the first time falling past due I have applied for a loan modification on my home with SPS with no luck I have submitted all items required to be reviewed and each tome it takes them months to make a decision or request more documents. Last I submitted most recent on XX/XX/XXXX I sent them all documents for assistance but after a few weeks when I called in for a status update they stated they have denied my application and refused to send me a denial letter. I feel like SPS is not interested in helping me save my home and are more interested in foreclosure. I am XXXX XXXX XXXX and I do not know how many more years I have on this earth I am asking SPS and CFPB to help me save my home once I pass away I will be more than happy to sign any documents ahead of time where the home will go back to SPS. I have grandkids that I take care of and I would love to keep a roof over their heads while I still rome this earth. Please help me save my home, the last time SPS helped was with a huge repayment which I cant afford. Please help me
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: 71603
Submitted Via: Web
Date Sent: 2021-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: SUMMARY OF COMPLAINT : I have requested a working solution, allowing for me to retain my home as my primary residence, to address forbearance payments allowed beginning in XX/XX/XXXX under the CARES Act mortgage forbearance allowed for federal loans. My mortgage servicer company has denied options that include keeping my home stating that I do not have a federal mortgage and therefore they are not obligated to offer any assistance. After continued attempts for resolution they refuse to provide proof that it is not a federal loan nor have they provided a satisfactory solution to the forbearance amounts. Instead they are pursuing foreclosure. I've contacted a HUD counselor who also has not been able to get any help from the servicer. COMPLAINT DETAILS : I purchased my home in XXXX with a XXXX XXXX mortgage. I was granted a 3-mo forbearance of mortgage payments beginning XX/XX/XXXX due to Covid affects and allowed by the CARES Act of XXXX. Subsequently, I was granted 2 more extensions for a total of 9 months ( XXXX XXXX ). My mortgage servicer at that time was XXXX XXXX XXXX ( XXXX ) who had become my servicer in XXXX. I received notice in XX/XX/XXXX that ownership of my mortgage had been transferred to XXXX XXXX as Trustee for XXXX XXXX XXXX. I was then notified in XX/XX/XXXX that my loan servicer would be a new company Select Portfolio Servicing ( SPS ) effective XX/XX/XXXX. I contacted SPS in XX/XX/XXXX to request the final 3 months of the 1-year forbearance option offered by the CARES Act. SPS stated that I was not entitled to protections offered by the CARES Act and that I wasn't a XXXX XXXX loan. I disagreed with their statement maintaining that I am entitled to CARES Act protections. I also stated that regardless of my current status as a XXXX XXXX loan I was XXXX XXXX when I entered into the forbearance period so was entitled to the full year offered by the Act as well as loss mitigation options to keep my home including the option of adding the forbearance amounts to the end of the loan. SPS argued I was not a federally protected loan but that they should be able to provide assistance under their own programs after I completed an application for assistance. Since I was unfamiliar with what to do at that moment in time I completed the application for assistance on the SPS website and received notice that my application paperwork was complete and after review of the paperwork SPS would provide a response. A letter dated XX/XX/XXXX denied assistance and only offered " Home Non-Retention Options ''. I appealed the decision within the 30-day period required, on XX/XX/XXXX, claiming the CARES Act protections still apply. I remained in contact with the servicer while waiting for SPS to review my appeal and was told repeatedly to continue waiting for a response to the appeal. However, I never received a response to the appeal. I was then notified via an email on XX/XX/XXXX that correspondence was loaded into my SPS website account. The correspondence was a letter dated XX/XX/XXXX that SPS referred my account to an attorney for foreclosure. I immediately contacted SPS and their representative stated they had not looked at nor reviewed the appeal since it was submitted to SPS by me and that he would expedite a review. I was told to wait yet again and to give them 3-5 business days for a response. Since it had been already been over 50 days since I submitted my appeal and they had started foreclosure procedures I decided to contact my local HUD counselor for assistance. I contacted the local HUD counselor that same day and explained the problem I was having with my mortgage servicer and provided documentation supporting my claim as a federally protected mortgage. The counselor subsequently contacted both XXXX and SPS and has had significant difficulty with the companies just as I have. This includes SPS telling the HUD counselor that I had not submitted documents for assistance. I was then able to provide documentation to the HUD counselor that I had submitted all required documentation and that SPS acknowledged receiving it. A 3-way call on Friday, XX/XX/XXXX with XXXX, the HUD counselor and myself resulted in the XXXX representative stating the loan ownership changed in XXXX and that he could refusing to offer any more information. The HUD counselor has submitted Qualified Written Requests ( QWR ) to both XXXX and SPS for proof of loan ownership changes as well as other questions related to this complaint ( see attached QWR copies ). To date neither I nor the HUD counselor have received supported information/documentation from XXXX or SPS that I am not entitled to CARES Act protections. The mortgage servicer continues their efforts to foreclose my mortgage. I did contact SPS XX/XX/XXXX, which is 7 days since my contact with them regarding the foreclosure process and I was told my appeal was being expedited. SPS says they can not provide a decision until they discover the source of the problem as to why they didn't review the appeal. I stated to the representative that the internal failings related to them should not affect them providing appropriate home retention solutions. He spoke with a supervisor and I was told their hands were tied while the appeal was in review. The foreclosure process still continues. ADDITIONAL INFORMATION : 1. SPS claims XXXX did not make them aware my mortgage was XXXX XXXX so therefore in the eyes of SPS it is not. They have refused to follow-up with XXXX to verify why it was reported to them as a non-federal loan. 2. I contacted FHFA who only referred the matter to XXXX XXXX. 3. In XX/XX/XXXX I verified via the XXXX XXXX website tool that my loan was in fact XXXX XXXX. The website tool identified that yes, my mortgage was a XXXX XXXX loan. After contacting XXXX XXXX, both via their website and phone, result in the representative stating that I am not a XXXX XXXX loan and that I must speak to the mortgage servicer for inquiries. I have made it clear that I am looking for help because, at minimum, I was a XXXX XXXX loan in XX/XX/XXXX and need help to find how that was changed. They denied assistance and only refer me back to the servicer. 4. Per the HUD counselor there appears to be a discrepancy regarding paying escrow amounts however the company never explained to me that these amounts were required during the forbearance period. 5. This complaint is about 3 entities : Select Portfolio Servicing ( SPS ), XXXX XXXX XXXX ( XXXX ) and XXXX XXXX because after asking for assistance regarding this matter I'm not able to get assistance from any of them regarding my federal loan status. 6. This complaint is specific to my mortgage loan however I do have serious concerns regarding the transfer of mortgage loans from XXXX XXXX regular type loans to a XXXX XXXX Investment Trust ( XXXX XXXX ). The offering circular for XXXX XXXX XXXX XXXX appears to reflect that ultimately XXXX XXXX is still backing the mortgage loans included in the trust so I can not understand how XXXX XXXX, XXXX and SPS can state that my mortgage is not a federally backed mortgage.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27520
Submitted Via: Web
Date Sent: 2021-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I lost my job XXXX XX/XX/XXXX during the pandemic. and fell behind on my mortgage payments in XX/XX/XXXX. I contacted select portfolio mortgage company and let them know the situation in XX/XX/XXXX and ask for a mortgage mortification or any help i can receive from them. Select portfolio advice me that they were working on sending me a package as well as working on getting information from my previous mortgage company green box mortgage. I never received any package from select portfolio however they reported my missed payments to credit reporting company. In XXXX I received a call from them telling me that they were giving me a forbearance from XXXX because of the snow storm since I was in a female area. Im still waiting to hear from my mortgage company for a forbearance from XX/XX/XXXX. I can not seem to be able to speak to anyone at this company who understand the situation and can give me the answer to my question. They have now canceled me escrow account which was created to pay my insurance and taxes. I am paying my home insurance every month now because they have refused to pay it. I need help with communication with this company. I need an extension on my forbearance as well as them removing the reported miss payments to the credit reporting company. This company is not helping and I do not want to loose my home. The pandemic had a toll on me which caused me to loose my job. I had to take a job I XX/XX/XXXX for half the pay i was previously getting but that's what I had to do to get back into the work force. Select portfolio is not working with me and I do not want to lose my home.. Please help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78244
Submitted Via: Web
Date Sent: 2021-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I sent 2 checks to select portfolio 1 ) XXXX check to principle 2 ) check also for XXXX for XXXX monthly payment. Company did not apply XXXX to principal as directed and is skewing interest vs remaining principal!! I have called several times to correct!! So payoff balance is XXXX higher then it should
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 284XX
Submitted Via: Web
Date Sent: 2021-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been trying to work with the servicing company that I make payment to for my mortgage for a short pay. My home is in an underwater loan situation and I want to offer the company the amount of money the home is worth. The servicing company is Select Portfolio Servicing Inc. I been applying for re-modification assistance with this company since XXXX of XXXX, first they tried to make me lose my home through a short sale ( fraud ) when they knew I wanted to retain the home. They sent someone to appraise my home and I offered them the amount of the appraisal. Each time I apply for assistance they send a letter stating the " mortgage owner '' has denied my request. No other explanations. When I request in writing and over the phone to know who the mortgage owner is on my home they send me documents of the original note which has a lender on it that is no longer in Business. So someone owns my loan and is the lien holder but SPS will not give me the name or contact information to this company. AS the landowner and payor of the mortgage I have a right to know who the lien holder is. I have asked for this information several times in the past XXXX months and even put a request for the information in to SPS again today. They are hampering my ability to communicate directly with the lien holder which is needed in order to prevent losing my home.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 228XX
Submitted Via: Web
Date Sent: 2021-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hello, I have been now requested to provide a verbal or written clarification on the Hud Settlement Statement attached where I underlined. I gave a verbal and requested a update again from the Title Company. I received the update from the Closing Attorney for the buyers side by email for the requested information. The Miscellaneous section on the Hud Settlement was verified to be XXXX XXXX Taxes no money coming to the seller. Now I received the runarounds again and I have to go back to court on XX/XX/2021 with no approval for the short sale again and all of these attached documents requested have been emailed and uploaded to my servicer account. I am not trying to be a nuisance, just trying to get my voice to the right department head. Please assist. XXXX XXXX XXXX XXXX # XXXX XXXX
Company Response:
State: IL
Zip: 60617
Submitted Via: Web
Date Sent: 2021-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-01
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We paid off a mortgage in XX/XX/2018 to Select Portfolio Servicing. When they sent the deed to the state it had the wrong Legal description. We are trying to sell the property and can't due to the legal being wrong. I have placed over 15 calls to Select Portfolio Servicing and they keep telling me they don't have an answer. We are going to lose the sale of the property and lose the new property we are trying to purchase. What are my rights? XXXX XXXX Select Portfolio Servicing XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX, UT XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KS
Zip: 66215
Submitted Via: Web
Date Sent: 2021-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-30
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: THIS IS A NEW COMPLAINT THAT INVOLVES NEW ISSUE AND NEW DATA THIS IS NOT A DULICATE COMPLAINT On XX/XX/2021 @ XXXX XXXX I spoke with XXXX from SPS who works for the Ombudsman department. He stated that SPS does not care if XXXX XXXX XXXX. XXXX XXXX my home loan that they were going to foreclose on my home anyway. He basically said since SPS ( a servicer ) was the only one attempting to collect from the companies prospective, they were going to foreclose even if they are not representing the CREDITOR. I showed him all the paperwork that proves that this is an illegal foreclosure and he stated that it did not matter what I said or what he saw they were going to sale my home. HE BASICALLY ADMITTED TO ME AND MY WIFE THAT EVEN IF THEY DID NOT REPRESENT THE TRUE CREDITOR THEY WOULD STILL FORECLOSE. ADMITTING THAT THEY DID NOT CARE IF THEY BROKE THE LAW TO FORECLOSE.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30214
Submitted Via: Web
Date Sent: 2021-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I fell behind on my mortgage payment XXXX due to covid19. On XXXX, I applied for assistance with my mortgage company and on XXXX was denied for all options that allow me to keep my home. I was denied for a repayment plan because they say I can't afford it. I was denied a loan modification because they are unable to lower my principal and interest payment. This global pandemic has caused a hardship that would otherwise never have happened and caused a default that otherwise would never have occurred. When I bring this to the attention of the CFPB, what happens?! I receive a " courtesy offer '' for a repayment plan that increases my payment from {$1300.00} to {$2200.00}, that just might be the most courteous thing anyone has done for me. That is a joke. This is a global pandemic and anything less than you deferring or modifying my unpaid payments is a clear violation of my rights.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 206XX
Submitted Via: Web
Date Sent: 2021-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A