Date Received: 2021-03-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I live in a home at XXXX XXXX XXXX in XXXX XXXX OHIO XXXX. I have a confidential address with the OHIO secretary of state. SPS wants me to find XXXX XXXX in XXXX. XXXX XXXX says she needs his XXXX Bank statements and signature in order to get approved for a modification or any program. I am not able to get any information on what BANK owes my home. I am told my SPS that XXXX is the " BANK '' In a foreclosure seeking XXXX and XXXX XXXX and his wife XXXX or Unknown Wife ... ... ... .I see that XXXX XX/XX/XXXX is taking XXXX XX/XX/XXXXto court in a foreclosure. SPS states that its to difficult to explain " who ownes the loan '' Im looking to the Defendant in this action to contact me and to let me know " who owns the home '' The filling is for 2 parcels and there is only one parcel. SPS refuses to remove XX/XX/XXXX ... ... .I have XXXX XXXX insurance. I am on the deed of the property. I have a court hearing tomorrow in regards to an item on my husbands credit that is court ordered by a 3rd party to pay and has not for the reason we have not refinanced yet. We are settling a matter and hope to resolve this matter. SPS is involved with several class action law suits. On XX/XX/XXXX, my husband XXXX XXXX and I recorded and video taped SPS Ombudsman XXXX XXXX walk me through a XXXX on line on the SPS web site. MOST of the information to fill out was blocked. She told me to put in that I had to type XXXX $ in the Mortgage Insurance line ... ..meaning, she told us to type in Lenders placed insurance in the line of XX/XX/XXXXXXXX. I told XXXX XXXX that we had our own home owner insurance XXXX XXXX, ,she said NO do NOT put that in ... and she stated to change it some other day even though I submitted the XX/XX/XXXX XX/XX/XXXX with wrong info and WE DID WHAT XXXX XXXX said at the Ombudsman told me to. XXXX XXXX SPS summited an answer to a complaint and was very misleading, claiming that the RMA was to be withdrawn,,,,, ,SPS sent a letter stating I XXXX XXXX requested the XX/XX/XXXX to be withdrawn. I NEVER Requested the XXXX to be withdrawn. I AM requesting the XXXX that XXXX XXXX at SPS had me submit on XX/XX/XXXX to be marked as UNDONE ... I will fill out a PAPER XXXX VS the inaccurate XXXX that XXXX XXXX at SPS ombudsman had be XXXX way fill out ... she said " I can change thing on my end '' We do NOT want anyone tampering with our application or changing information that WE DID NOT type. Reading SPS response to a complaint I submitted to the XXXX XXXX, the response was displayed on XX/XX/XXXX. SPS stated in this response that I XXXX XXXX spoke to SPS on XX/XX/XXXX. I DID NOT speak to SPS on XX/XX/XXXX. I spoke to XXXX XXXX at SPS on XXXX XXXX XXXX and recorded the conservation and video taped it on my XXXX under ME ONLY..so its private ... settings. Im sufficiently concerned about this occurrence and what we recorded and video taped with XXXX XXXX on XXXX XXXX XXXX. SPS took CARES ACT FUNDS XXXX $ that were sent XXXX XXXX XXXX and cashed it in and applied it to back due amounts NOT current months. XXXX Fair HOUSEING called SPS with XXXX XXXX and wired more funds and then SPS sent it back ... the 2nd round of cares act mortgage funds was returned because SPS did not want to make a deal.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 44221
Submitted Via: Web
Date Sent: 2021-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-28
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I am in receipt of your correspondence postmarked XX/XX/2021 from XXXX XXXX, XXXX, XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, NY XXXX, entitled " Notice to Mortgagor. '' As stated numerous times to no avail, I or my siblings ( XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX ) are NOT the mortgagors of the property you reference " XXXX XXXX, XXXX NY XXXX. '' You have sent this letter in error to my siblings and me. The Estate of XXXX XXXX XXXX, for which I am the executor, has no claims from XXXX XXXX, XXXX or Select Portfolio Servicing, INC, or any other entity for that matter. This letter is both false and fraudulent. Should you have any questions, please do not hesitate to contact myself. XXXX XXXX XXXX, Executor for the estate of XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX, XXXX. Please cease and desist all and any correspondence with my siblings and address any concerns to the XXXX of XXXX XXXX XXXX. Again, the XXXX of XXXX XXXX XXXX is unaware of any claims against the estate. As stated numerous times to SPS, the property you reference is not part of any security interest or debt and all claims of such have been denied.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 321XX
Submitted Via: Web
Date Sent: 2021-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: It is the law, that I receive my statements on time, however, I am having issues with Select Portfolio Servicing because I am not receiving my monthly statements on time. Today is XX/XX/XXXX and I have not received my monthly statement. In XX/XX/XXXX I did not receive my statement until XX/XX/XXXX, again in XX/XX/XXXX I received it on XX/XX/XXXX. It is aganist the law not to receive my statements, and why do I have to request my monthly statments. My statements should arrive 12 days prior than the due date, but again today is XX/XX/XXXX and I have not received my statement.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 31907
Submitted Via: Web
Date Sent: 2021-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I purchased my home XX/XX/2001 for XXXX in the first home buyer program with a fix rate of 8 % and now 19yrs later I owe XXXX my principal is XXXX and my interest isXXXX a month Ive made three attempts to lower my interest rate so now its 6.375 % I didnt know all these years what was being done to me, I could never get my balance down I started off with XXXX XXXX XXXX XXXX XXXX for some years and then without me asking they sold my account to Select Portfolio Servicing which Ive been dealing with for some years now please help me with answers
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 44112
Submitted Via: Web
Date Sent: 2021-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: During a period of financial hardship, we were unable to pay an increase of mortgage. We attempted to sell. SPS constantly gave conflicting statements and repeated request for duplication of forms and paper work. We received three offers to sell ; but all were denied. We requested a short sale option, but offers were denied. We also attempted to request a deed in lieu of foreclosure also denied. We contacted the attorney representing the foreclosure sale to request a postponement in order to allow for time to complete a sales offer received, but that was denied. Our RE agent, XXXX XXXX, will be our witness to the frustration and confusing correspondence we suffered while dealing with SPS, Inc. During that time, neither she nor I ever spoke to the same person twice, and none of the representatives we communicated with were familiar with or knew anything about the situation we were attempting to resolve. Every phone call ( at least 2-3 a week ) required us to explain the entire situation over and over ; without any probability of a proposed solution. I have documentation of over 600 pages to support our complaint, including all letters and requests sent to us, repeatedly asking to duplicate information, all offers and contracts from our real state agent.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 959XX
Submitted Via: Web
Date Sent: 2021-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In about XX/XX/XXXX my loan was sold from XXXX XXXX to SPS servicing. Prior to my loan being sold I had renegotiated lower insurance rates and the old insurance company had returned premiums to nation star. At the time the loan was sold nation star did not transfer this amount over with the escrow to SPS servicing. When I made nation star aware of it they transferred the funds to SPS fire a check payment that was sent via XXXX and signed for by SPS. Despite multiple calls to SPS trying to track this money, they assured me they did not have it. Because there was now a shortfall in my escrow account SPS servicing has raised my monthly premium. Last week during another call to SPS trying to resolve this they told me that they have had the funds since XXXX and have applied to principle. This is incorrect because it is escrow money not principal reduction money. They said they had no instructions from XXXX XXXX and did not know how to apply it. So instead of contacting me the owner, they decided unilaterally where to apply it. When I asked him to please resolve the incorrect payment and apply that amount to escrow they have refused. And said it is too late because the funds were applied in XXXX and its now XXXX. This is not my problem that they misapplied the funds. XXXX told me that they clearly marked that the check was escrow and why it was sent separately because of insurance premium reduction. This has raise my monthly payment. During these times it has put a strain on my financial position and this is unfair and its put me in an unfair position because they dont know how to manage the escrow account correctly. I need SPS servicing to apply those funds to the escrow account so that my premiums are reduced. I have informed SBA servicing that Im going to continue to pay my normal payment and I will not be liable for any late fees because they have not resolved the escrow amount correctly. SPS servicing had mishandled the escrow funds they received from XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33611
Submitted Via: Web
Date Sent: 2021-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-24
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Filed complaints with FTC # XXXX. Select Portfolio Servicing is not the legal rights to service this loan and currently reporting inaccurate information on my credit report without documentation violate the FCRA, FCDPA AND RESA LAWS!!! The refuse to give me a modification or forbearance under the CARES ACT and trying to sale my home although they are not the PRIMARY LIEN HOLDER AND MY HOME IS APROVED HOMESTEAD IN PENNSYLVANIA. This HOMESTEAD LAW states the only the primary bank can foreclosure NOT secondary banks. XXXX XXXX does not have any legal right to have SPS PROVIDE SERVICES AS THEIR COLLECTION COMPANY. They are committing FRAUD!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 191XX
Submitted Via: Web
Date Sent: 2021-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: There is incorrect information regarding our tax payments for our escrow account. Money is being deducted from our account that is not applied to our tax balance. They have made late payments for county taxes after I submitted correct information 90 days prior to due date and it was still paid late and the late penalty assessed to me. When I call for updates, they say they are researching and waiting for my county to respond, but the county has responded to them and nothing has been done. They are being very difficult and charging all these fees against my account. I am concerned I will not be reimbursed for these unnecessary charges and am getting nowhere with customer service after several months of trying.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 754XX
Submitted Via: Web
Date Sent: 2021-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Since XXXX, homeowners enjoyed a positive, professional mortgage relationship with XXXX and, for 17 years, never were late in remitting XXXXXXXX monthly mortgage payments. In XXXX, the year before COVID-19 came to California, our XXXX XXXX XXXX Interest Statement / Form 1098 noted that mortgage interest paid in XXXX totaled {$11000.00}. By contrast in XXXX, the same XXXX Form 1098 / Mortgage Interest Statement -- as a result of XXXX-offered " COVID-19 Assistance '' -- totaled {$3600.00}. This same XXXX XXXX XXXX Interest Form 1098 also read : " COVID-19 Assistance : Delayed Payments. ( Delayed payments under COVID-19 Assistance may impact the amount of mortgage interest shown on your IRS Form 1098. ) '' As XXXX homeowners, we were in XXXX -- and still in XXXX continue to be -- negatively impacted by unexpected financial losses caused by COVID-19. Like fellow Americans across our country in XXXX, and still now in XXXX, we joined many other U.S. homeowners -- over 10 million -- who experienced serious COVID financial hardship. However, for the first time since XXXX, last year we were unable to pay all 2020 monthly CHASE mortgage payments. Our last " XXXXconfirmed-as-received '' mortgage payment was for XX/XX/XXXX, after which XXXX opted to move our mortgage to SPS. As longtime XXXX clients, we had no say in the XXXX decision and understood only that SPS would replace XXXX as our new XXXX mortgage servicer. One year of COVID-caused loss of income coupled with serious XXXX XXXX requiring costly hospitalizations caused unprecedented hardship in XXXX. Homeowners also never received the XXXXpromised second federal stimulus and hope that a new XXXX federal stimulus soon will be issued. As responsible homeowners and in spite of XXXX unexpected hardships, in XXXX, we timely paid all property taxes and also paid off a second mortgage for total of {$130000.00} out-of-pocket. This past Saturday, XX/XX/XXXX, an unexpected, dishonest, predatory-style-lender notice was left at our front door ( photo attached ). This SPS door notice -- inadvertently found by our prospective buyer -- cast needless, untrue negative aspersions on homeowners by falsely stating : " SPS, your mortgage servicer is unable to contact you. '' In fact, only the reverse is true as documented in the attached 32 pages of 40+ emails that represent only some of the emails that homeowners have sent to SPS over the past five months. All homeowner emails sent to SPS were immediately " acknowledged as received '' by SPS per SPS emailed notifications acknowledging SPS receipt of homeowner emails. SPS " acknowledged as received '' emails stated : " Select Portfolio Servicing, Inc. ( SPS ) has received your email. If your email requires a response, SPS will review your request and will respond. '' In fact, SPS never once responded to any of our over 40 emails and failed to respond with SPS written replies to homeowner 's five months of XXXX emailed questions. In addition to emailing SPS, we have telephoned SPS. Notes from a XX/XX/XXXX call that we placed to SPS beginning at XXXX and lasting 47 minutes -- SPS can confirm since SPS claims that all calls are " recorded '' --, document that SPS telephone representative XXXX ( No SPS ID ) : 1. Could not verify if our mortgage was " federally-backed ; '' 2. Could not confirm if/how SPS accounted for our XX/XX/XXXX XXXX XXXX payment ; 3. Could not discuss SPS loan resolution options previously shared by SPS, such as : a ) forbearance extension for homeowners still experiencing COVID financial hardship, b ) payment deferral ( adding non-interest bearing paused payments to end of mortgage maturity, due when loan is paid off ) and c ) term extension. However, during the same XX/XX/XXXX phone conversation, SPS telephone representative XXXX VERBALLY was able to request that we begin to pay to SPS in XX/XX/XXXX a monthly mortgage payment of {$1300.00} -- substantially higher than our XXXX XXXX monthly mortgage of {$1300.00}. In fact, we have since paid two separate 2021 monthly mortgage payments to SPS -- one for XXXX and another for XX/XX/XXXX --, each in the amount of {$1300.00} -- the monthly amount that SPS phone rep XXXX VERBALLY stated was required during our XX/XX/XXXX phone call to SPS. Both of these XXXX mortgage payments also have been confirmed as delivered to SPS by our bank. Since making these two separate XXXX mortgage payments -- each in the amount of {$1300.00} --, we reviewed USPS-earlier-delivered written correspondence received from SPS stating in writing that our required monthly mortgage payment is only {$1300.00} -- a lower amount than what was quoted verbally by SPS/XXXX on XX/XX/XXXX and the same monthly mortgage that we paid to XXXX in XXXX. This serious discrepancy was brought to the attention of SPS in our most recent email to SPS dated XX/XX/XXXX ( Attached 32 pages of 40 different XXXX homeowner emails sent to SPS -- all auto-confirmed as received by SPS but none receiving SPS written email replies. ) Scrolling through five months of 40 attached emails, the following homeowner concerns repeatedly were noted but always ignored by SPS : Early-stated preference for written email communications ( XX/XX/XXXX XXXX, SPS use of inaccurate zip code ( XX/XX/XXXX ), Repeated difficulty reaching SPS Relationship Manager, Repeated requests : SPS accounting / XXXX XX/XX/XXXX mortgage payment, Homeowner telephone number not recognized by SPS, Homeowner SS # not recognized by SPS, Homeowner difficulty logging into SPS website, Homeowner repeated requests / SPS Loan Resolution Options ( XX/XX/XXXX XXXX, SPS misleading phone info / XXXX XX/XX/XXXX mortgage payment ( XX/XX/XXXX XXXX, SPS-offered payment deferral email ignored by SPS XXXX XXXX XXXX XXXX, SPS offered COVID-19 Assistance/loan resolution options ( modification, forbearance extension, payment deferral, term extension ) Homeowner emails ignored by SPS XXXX XXXX ), Homeowner emails requesting outstanding principal balance last ignored by SPS XXXX XX/XX/XXXX XXXX, Homeowner repeated login instruction request last ignored by SPS XXXX XX/XX/XXXX XXXX. As stated in homeowner XX/XX/XXXX email to SPS, homeowners do not feel comfortable with unreliable SPS verbal communications and prefer to receive SPS written replies to homeowner written email inquiries. We are responsible homeowners who never had any problem with our XXXX XXXX XXXX relationship and believe that SPS, based in XXXX XXXX XXXX, is treating us unfairly due to our COVID financial hardship -- a financial hardship being experienced by millions of U.S. homeowners across our Nation. We plan to sell our California home this year and will use a respected real estate attorney to manage the escrow and sale. Our attorney will pay off any remaining SPS principal balance at close of escrow. For this reason, we again request SPS to email us written confirmation of our current outstanding mortgage principal balance. In the meantime, we also again respectfully request SPS to email us written confirmation of our " required '' monthly mortgage payment since our XX/XX/XXXX mortgage will be due in less than one week. We are not clear if the mortgage should be the SPS written ( {$1300.00} ) or the SPS verbal-by-phone ( {$1300.00} ). Homeowners repeatedly emailed SPS regarding SPS-offered COVID-19 Assistance/loan resolution options ( modification, forbearance extension, payment deferral, term extension ). Homeowner email dated XX/XX/XXXX -- copied and pasted in attached HOMEOWNER EMAILS SENT TO SPS -- documents just one of the repeated efforts made by Homeowner to understand COVID-19 Assistance programs offered by SPS. On XX/XX/XXXX, Homeowner emailed SPS stating in writing homeowner early preference for SPS-offered Payment Deferral as described by SPS : " A payment deferral is designed to bring your account current by adding the past due payments to the end of your loan as a non-interest bearing balloon that is due at maturity or payoff of the loan. '' RESOLUTION : Because homeowner plans to sell home in XXXX, homeowner prefers COVID-19 Assistance to be in the form of SPS forbearance extension, payment deferral or term extension. A respected real estate attorney will manage sale and escrow for homeowner, and, upon close of escrow, the attorney will payoff homeowner 's remaining SPS mortgage principle balance. As noted above, we respectfully request SPS to email us written confirmation of our monthly mortgage payment since our XX/XX/XXXX mortgage will be due soon. We are not clear if the SPS " required '' mortgage payment should be the SPS written ( {$1300.00} ) or the SPS verbal-by-phone ( {$1300.00} ). In addition, on XX/XX/XXXX, The XXXX House announced an Extension of XXXX Forbearance and Foreclosure Protections for Homeowners https : XXXX In the XX/XX/XXXX Release, The White House XXXX XXXX " just over 10 million homeowners are behind on mortgage payments '' due to the COVID-19 pandemic. The actions announced by The White House on XX/XX/XXXX -- only four days after Homeowners last emailed SPS on XX/XX/XXXX -- will : Extend the foreclosure moratorium for homeowners through XX/XX/XXXX ; Extend the mortgage payment forbearance enrollment window until XX/XX/XXXX for borrowers who wish to request forbearance ; Provide up to six months of additional mortgage payment forbearance, in three-month increments, for borrowers who entered forbearance on or before XX/XX/XXXX. Homeowners sincerely hope that SPS will become familiar with White House actions announced on XX/XX/XXXX and, as a result, will finally offer fair WRITTEN/EMAILED mortgage relief to us. As XXXX, longtime responsible homeowners whose income and health were, and continue to be, negatively impacted by the coronavirus pandemic, we look forward soon to receiving SPS WRITTEN/EMAILED mortgage relief assistance based on the XX/XX/XXXX, White House announced Extension of COVID-19 Forbearance and Foreclosure Protections for Homeowners.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94597
Submitted Via: Web
Date Sent: 2021-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have a HAMP Loan with SPS. Servicing Inc. I have made all payment on Time. When the Pandemic hit, I requested a forbearance after paying XX/XX/XXXX Mortgage payment I was informed that SPS would put XXXX, XXXX And XXXX payment on the back end of the loan. In XXXX I contacted SPS And informed them that I was still experience financial difficulties due The Pandemic. SPS had fill out and new application and requested me XXXX statement along with my son bank statement who has been Paying the Mortgage. We did not get reply until XXXX where SPS Requested us to make payments of {$790.00} for XX/XX/XXXX XX/XX/XXXX and XX/XX/XXXX with a balloon payment due XX/XX/XXXX Of {$16000.00} that would bring the account current. We notified SPS XXXX XX/XX/XXXX that we were still experiencing financial difficulties and Were unable to make the {$16000.00} payment. SPS sent me a new application For additional forbearance. SPS replied that they would be able to grants us And additional forbearance, or modification and has set a repayment schedule that is unreasonable and beyond our ability to pay due to the pandemic at this time. Enclosed I have attached a copy of the letter rejecting and additional forbearance Along with the re-payment schedule. Should you have any questions please contact me at XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 085XX
Submitted Via: Web
Date Sent: 2021-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A