Date Received: 2021-03-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage servicer has not been applying my payments to my principal. My mortgage principal amount has barely moved in ten years despite me paying extra every month to my mortgage company
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11230
Submitted Via: Web
Date Sent: 2021-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-26
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: I was divorced in 2009. Mortgage granted to my ex. quit claim turned over interest of the property to him. Property has been in and out of foreclosure for 12 years. No papers, modifications or financial info given or signed by me. Loan went from XXXX to XXXX within that time. I just want it removed from credit and a release of liability done. I have called the mortgage company repeatedly thru the years asking them to foreclose. they disregarded them all. and now my financial responsibility with this matter has doubled even though I have agreed to nothing and signed nothing. It is finally foreclosed on and they have nothing further to gain from me. SEE the email below that I sent to them asking for them to ethically make this right. This is the resolution I am looking for. MORTGAGE Servicer Sps Select Portfolio Services original mortgage US bank property.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 973XX
Submitted Via: Web
Date Sent: 2021-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-26
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: I was divorced in XXXX. Mortgage granted to my ex. quit claim turned over interest of the property to him. Property has been in and out of foreclosure for XXXX XXXX. No papers, modifications or financial info given or signed by me. Loan went from XXXX to XXXX within that time. I just want it removed from credit and a release of liability done. I have called the mortgage company repeatedly thru the years asking them to foreclose. they disregarded them all. and now my financial responsibility with this matter has doubled even though I have agreed to nothing and signed nothing. It is finally foreclosed on and they have nothing further to gain from me. SEE the email below that I sent to them asking for them to ethically make this right. This is the resolution I am looking for. MORTGAGE Servicer Sps Select Portfolio Services original mortgage XXXX XXXX property.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 973XX
Submitted Via: Web
Date Sent: 2021-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-26
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I was in chapter XXXX bankruptcy which was successfully discharged on XX/XX/2021. My current mortgage company Select Portfolio Servicing Inc. Refuses to report my good credit to the three major credit reporting agencies. My mortgage is current and all my payments are on time. But this company continues to report my good credit to the agencies. I have tried to resolve with this company to no avail.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 492XX
Submitted Via: Web
Date Sent: 2021-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I asked for assistance during this Pandemic of Covid. XX/XX/XXXX. I was deferred 2mos, advised forbearance..announced 4 mos into forbearance I was explained a full amount due in 4 months. I specifically stated I can't afford that what are options available. I was told contact the Select Portfolio Servicing Provider to assist on further programs available. I contacted in XXXX to be advised for mortgage assistance. On submission of documents ( 3 attempts ) I was told " Congratulations " you are under review for 30 days We will contact you. There was no contact untill I XXXX XX/XX/XXXX to hear I've been mailed a letter dated XX/XX/XXXX XXXX stating I've been Denied of All / Any Programs available. I'm declared " Default '' as to record that is going to report to credit bureaus The last year I have made {$500.00} payments on agreed of forbearance XXXX XXXX XXXX No explanation or writing until XXXX of a lump sum balance {$12000.00} be paid in full / or {$2.00}, 746.00 be paid for 12 months. I explained of XXXX Local Residents impacted by Pandemic Shut down / Closing of my part time buisness ( 3 x ) solely on my part time as a XXXX worker, married with a husband who is also been affected by the Pandemic / close of buisness. I'm seeking help from local HUD COUNSEL and all other administer to this COMPLAINT. Furthermore to my own legal representation if necessary. I REQUEST IMMEDIATELY A RESPONSE FROM SELECT PORTFOLIO SERVICES from XXXX XXXX untill present XXXX XXXX. I have YET no contact.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91354
Submitted Via: Web
Date Sent: 2021-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-25
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I refinanced my loan with SPS Service, Select Portfolio Servicing , Inc. thru another Company as their rate is really high. We closed our Escrow back in XX/XX/XXXX. I called the Customer Service, back in XX/XX/XXXX, prior to Escrow closing, I told them there was an overpayment on the account. They told me that, my account will be send to their audit department. The statement balance as of, XX/XX/XXXX, was {$240000.00}. My checking account was debited XXXX times for the total amount of {$6300.00} ( please see attached copy of my bank statements ) after XX/XX/XXXX. When we closed the escrow in XX/XX/XXXX, the Escrow sent SPS Servicing , Inc, {$240000.00}. On XX/XX/XXXX, I received a check in the sum of {$1100.00}. I was really upset as every time I called their office, I can not talk to any supervisors. I sent my first letter on XX/XX/XXXX thru Fax and email. There was no response. I sent another letter on XX/XX/XXXX, requesting a detailed summary of my account and I requested them to return the overpayment on my account but to no avail. At this point, I am really disappointed, I do not have a job and trying to collect unemployment. Please help! They are making my life miserable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91709
Submitted Via: Web
Date Sent: 2021-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My name is XXXX XXXX my phone number you can reach me at is XXXX. My address is XXXX XXXX XXXX, XXXX XXXX FL XXXX. My deceased husband XXXX and I had a conventional mortgage loan backed by XXXX XXXX with XXXX XXXX that began XX/XX/XXXX XXXX XXXX # XXXX ) my mortgage was current with last payment made in XX/XX/XXXX. Because of COVID XXXX Pandemic I went into a XXXX XXXX Backed Forbearance. I spoke with XXXX and XXXX XXXX directly in XX/XX/XXXX to make sure I was protected and was assured positively I had nothing to worry about, and was told after forbearance they would help with a modification if needed but nothing would be due, it would be added on at end as a junior lein or calculated in with modification/refi. I even contacted XXXX XXXX XXXX HUD approved counseling agency from the website ) to be sure the information was correct and they said Yes because I am XXXX XXXX backed and can call them back when I end the forbearance and they could help me move forward. I trusted the information. On XX/XX/XXXX I received a servicing transfer notice stating on XXXX XXXX my mortgage servicer would be SELECT PORTFOLIO SERVICING XXXX XXXX # XXXX ) in same notice it states You recently advised XXXX that you were impacted by COVID XXXX. XXXX and your new servicer are here to help to help in this difficult situation. We have placed the requested protections on your loan. Be Assured that the payment assistance Will be Passed along to and Honored by your new servicer. In XXXX I received a request for documentation from SPS for proof of my Pandemic Unemployment by XX/XX/XXXX. I was told my original award letter would not be valid by its older than 30 days, so with the help of their representative I was able to screenshot the page on the XXXX Reemployment website showing all information. He verified and told me to XXXX call in on Friday and double check they received the document, that it was accepted and needed nothing else from me which I did. I gave permission to record all the calls so everything I am stating can be verified and was told they had document everything was there needed and nothing else was required on my part. Under the XXXX XXXX forbearance mortgage servicer are not allowed to ask for Any documentation. When my loan was sold I was told everything goes with it and will be honored by the new servicer regarding Covid forbearance. On a letter dated XX/XX/XXXX they said they took me out of Forbearance because they did not receive my document. I insisted they did and to review calls : I spoke to supervisors and even a XXXX named XXXX Id # XXXX that I requested the phone number for her superior, she insinuated she was it so I asked XXXX XXXX XXXX name and number, she refused to give me a name but told me the phone number given was to general XXXX which it was not. I begged everyone I spoke to sometimes through tears, sometimes I was even yelling that I did everything requested of me and should not be penalized for their error. Next day I was able to reach XXXX XXXX trying to see if they could help me and was told I did not have an account with them. I said yes I do I went into forbearance after speaking with and verifying. I am still listed as such on my XXXX website and verify that I did in fact have a loan backed by XXXX XXXX. No one can explain when, why or how that changed and I Never received any notification and only became aware by being pulled out of forbearance during this pandemic. Im not sure exactly whats going on and no one is helping me get answers. I only asked my forbearance be continued and grandfathered by the same rules I went in under XXXX XXXX SPS refused. I filed a complaint with XXXX XXXX today at XXXX office of inspector general. She gave me your information to file complaint with you as well. Today I spoke to XXXX at SPS in XXXX Dept he is going to try to get my forbearance reinstated he saw document and I even sent an updated through email ( again under XXXX XXXX forbearance I am not suppose to have to send any documentation XXXX XXXX felt they should/will put me back as I was in the forbearance but couldnt promise anything or put anything in writing as I requested, he genuinely seems like hes trying to help me but doesnt make the decision. Next Thursday is XX/XX/XXXX so I feel desperate as Im running out of time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 342XX
Submitted Via: Web
Date Sent: 2021-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-25
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: By submitting this complaint we are asking CFPBs assistance in removing unfair ( and possibly illegal ) late reportings from our credit history by Select Portfolio Services. Back in XX/XX/2020 our family was in a financial crisis due to COVID pandemic just like many other American families. We heard about the pandemic assistance banks provide by allowing to pause mortgage payments without getting foreclosed or being reported as late. Our mortgage is with Select Portfolio Servicing , inc. ( SPS ) and they provide the option to apply for assistance online. We submitted the request thinking that it will be such a relief, but instead our financial situation got even worse. They responded to our request asking for our financial documentation to be provided before they can make a decision. We uploaded the documents, but every time we send them requested documents, they would come up with additional requests after reviewing them for few weeks. It took the whole 3 months to finally get approved for the program that would only reduce our payments for 6 months, but the whole amount would come due at the end of the term. This is NOT a good plan to help people struggling in such a great financial need due to global pandemic. In XXXX, we got our tax return and were able to pay all the past due amounts. We were lucky that we had these money coming in. After rejecting their offer, we were shocked to find that SPS reported us late in XXXX, XXXX and XXXX which obviously ruined our credit history. According to the CARES Act the pause of payment is immediate, but for SPS it took 3 months to make a decision. We dont understand why SPS decided to take so long and after all report us late, and therefore we ask for your assistance since they refused to correct our credit history. To be more clear and specific, we ask for your assistance so SPS would remove late payments from our credit history. When we started the whole process, we were not aware of the timeframe it would take them to approve and that they are going to be reporting us late during the entire time we were in communication. They also reported us wrong because we were late in XXXX and XXXX, but we all caught up on XX/XX/XXXX, but we were still reported late in XXXX. They also refused to acknowledge that when we called them. I hope you will be able to restore justice. We are attaching our letters from SPS so you can see the process. Thank you XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95834
Submitted Via: Web
Date Sent: 2021-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am writing this letter of hardship to explain my financial situation that caused me to fall behind on my mortgage payments. This is regarding XXXX XXXX XXXX XXXX WV XXXX. My financial hardship began on XX/XX/XXXX when the state of XXXX WV saw a huge increase of COVID-19 cases due to the nature of my work, which I work for a XXXXXX/XX/XXXXin the XXXX XXXX handling money and dealing with customers our Department was minimized and hours and wages were cut. Our facility ended up closing due to stay at home orders, during this time my wages stopped I was not able to pick up any shifts and was not able to work any overtime not only did my mortgage suffer but all my other bills as well I struggled just to put food on the table and keep my lights on. Once I returned to work hours and wages were not the same as we were still struggling with COVID-19 making the changes at work was not easy and staff was placed at 50 % occupancy with many departments including cash cage closed this limited the amount of hours available and since I am in the percentile of possibly catching the XXXXhours were given to the younger staff. I submitted to SPS several times trying to seek loan modification assistance but SPS continues to decline any assistance. Most recent I submitted on XX/XX/XXXX to SPS faxing all required documents as stated by an SPS loss mitigation officer for assistance. On XX/XX/XXXX when I called to get a status update a representative for SPS stated they will not review my documents since can not reduce the payment to an affordable amount, keep in mind I am currently on a 12.5 % rate and only owe XXXX on my home I feel that SPS has plenty of ways on assisting me to get back and current but I feel that they are only interested in my home! They have not stopped any foreclosure on my home while I work with them for assistance, I feel that this is in violation of my home owners bill of rights but as stated on the CFPB also Dual tracking, I've asked SPS on several occasions who is my contact there but they have never assigned any specific person to hear me our or to work with me. I need help! If SPS had no intention on properly reviewing my documents, then why when I called in to request help they advised me to fax in all documents just to deny me. I think SPS is trying to strech out time to allow me to fall more and more behind just to foreclose on me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WV
Zip: 253XX
Submitted Via: Web
Date Sent: 2021-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Select Portfolio Servicing offered me the opportunity to apply for their Mortgage Assistance Program geared towards people impacted by the COVID emergency. I was assured by SPS representatives on the phone that I did not have to pay my monthly payments while my application was under review. ( Unfortunately, I did not get this in writing ). My application for mortgage assistance was rejected several times for the following reasons - - SPS claimed a copy they sent me was " accidentally '' missing Section six ( which just required me to check one box ), so that application was null and void.This was a form the company sent me that omitted this section, not something I had printed out. I filled out the application twice without knowing this section was missing from the version they sent and did not receive notice that my application was faulty until weeks after I filed it. - SPS claimed the Profit and Loss statements for my business being formatted wrong - The tax information required for my application shifted constantly according to who I talked to at SPS on the phone about it. I sent proof of a request for an extension on my XXXX and XXXX taxes. Phone representatives from SPS told me this was acceptable, but then it was rejected in the end. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- I attempted to pay my monthly Mortgage payment of {$2000.00} in early XXXX via check by mail, but was informed by the company that my check was shredded because I was currently in dispute with them. I called the company to check in on this. After being assured on the phone by representatives from the company that as long as the Assistance review application was in process, I did not have to make payments and my house was not in jeopardy, I suddenly received a foreclosure notice on XX/XX/XXXX. I called the company again and they said I had until XX/XX/XXXX to complete my application. I asked if I could resume paying my monthly mortgage and also if there were payment plans available for me to catch up on my missing payments totaling {$14000.00}. They told me payment plans were not available and that they would not accept payments from me while my account was in dispute. I sent in all the documentation required for my Mortgage assistance application by XX/XX/XXXX and received no word on whether it was accepted or not. On XX/XX/XXXX I received a letter from SPS claiming my application was incomplete because my profit and loss statement for my business showed that I was operating at a loss and because my tax information was not complete. This notice was sent to me two days after the application was due and 10 days after I filed it via their website. I called the company to get some clarification, and they informed me that my house was in foreclosure and that unless they received {$16000.00} and an additional legal fee of {$1300.00} my house would be put on the market and sold. They claimed my application for mortgage relief was void. but I could try and fix the problems and they would not take action for 30 days. I looked up the laws on this and found that they are supposed to give me 180 days after a formal request for forbearance was filed. I sent a written request for forebearance on XXXX/XXXX/XXXX. SPS services told me over the phone that my request for forbearance by voice was enough in the past, so I assumed this was still the case. I had requested a forbearance over the phone in XXXX, XXXX and XXXX. Now I wish I had done so in writing every time instead of just this last time. On XX/XX/XXXX I sent an email to SPS requesting they send me a written statement that if I pay off the amount currently overdue on my monthly mortgage in the next 180 days, they would stop threatening me with a house foreclosure. I no longer trust their mortgage loan application process. I believe SPS is a predatory company taking advantage of stupid people like me who trust their phone representatives and do not get things in writing. I was continually misled and lied to by phone representatives. I was led to believe we were operating in good faith and that once my mortgage relief application was processed, we could find a payment plan that works. My goal now is to borrow money and pay the company what is owed. The COVID emergency has created great stress in my life ( death of loved ones, loss of business and so on ) and SPS has taken advantage of a difficult time when I am not able to navigate their bureaucratic system intelligently. I believe their goal is too foreclose on my house and not to establish a reasonable payment plan with me. I have sent them multiple letters explaining my duress and inability to navigate their complex application process. I truly believe Select Portfolio Servicing is a criminal enterprise out to exploit peoples weakness during a time of National crisis.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97217
Submitted Via: Web
Date Sent: 2021-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A