Date Received: 2020-12-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I would like to file a complaint against SPS ( Select Portfolio Servicing ). Dates are from XX/XX/2020 to present. Due to the pandemic and experiencing financial hardship from lost work for XX/XX/2020 to XX/XX/2020, I applied for mortgage assistance which I have sent all the required documents and getting deterred and after many attempts to explain my circumstances I was denied under loss mitigation option. My main reason for denial was since I'm not currently unemployed and because I have been current on my mortgage even though my monthly gross income is {$1700.00} which does not cover my mortgage and all my monthly bills to live. The option that the above company offered me was short sale and evaluating my house and comparing the market price by agent. Not only the server made an error in the calculating the expenses and the income to offer any help and reduce the hardship because of reduced income. My relief option from the server was that they would sale my house for me and put me on XXXX XXXX with no where to go. Furthermore I got punished for paying my mortgage from the loan from SBA ( Fema ) which was in my saving to do a complete structural repair. This low interest loan was giving to me only to use for my repairs, but I used this loan since XX/XX/2020 to pay my mortgage to prevent being foreclosed on. In other words they want me to get behind in my payments and initiate fore-closer and then I am eligible for help. I tried with my best ability to prevent the hardship and anxiety of fore-closer by paying my mortgage and being current. I reached out to the above server on a weekly basis and even I sent my SBA loan documentation to them that it isn't my own money in my savings to pay my mortgage with. It is only to fix the structure of my house, but I did it anyway so that my home wouldn't go into fore-closer and I lose my home. Another reason for my denial is that I am not unemployed. I went to work on XX/XX/XXXX, and me as a massage therapist, was not making the same amount I was making prior to the pandemic and this going back to work based on my best ability caused me denial for assistance from them. Furthermore the server ( SPS ) did not inform me of who is my " investor '' or " note holder '', that way I can reach out to them for any assistance. During applying for assistance, which took me 5 months going back and forth with the server with documents, they couldn't understand my employment status weather I was an employee, employer, or self-employed and that I am an employee and work on commission. In order to prove my income, my pay-stub wasn't good enough, I had to send itemized commission bi-weekly reports with the names of all my clients and the services they received. Also I had to disclose my XXXX as a XXXX XXXX XXXX on the phone the reasons why I am not able to make the same amount of money prior to the pandemic. All ( SPS ) did was try and make me give up and offer a short sale. After sending an agent to take pictures of my house and offer me the value of a short sale and sent me a form for a third party authorization for me to sign, which has cause me tremendous anxiety and panorama as I was thinking what is going on. All I did was ask for some assistance and now they are offering me to sale my house instead of helping me keep it. I have been in my home for XXXX years and never really had a problem paying my mortgage up until that pandemic happened and I dont want to lose my home. Even the SPS offered me an " EXPERIENCED '' real estate agent that they are connected with to sale my home and making me homeless due to being a responsible person that is current on his mortgage during an extreme hardship. I believe that they did not review my account completely for eligibility under loss mitigation option which is established through investor rules. I do believe that the correct criteria for the denial " WAS NOT '' based on the individual circumstances and I was just a number in their own formula. I am hoping that your agency can investigate my complaint and help me in this regard. Sincerely Yours
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33334
Submitted Via: Web
Date Sent: 2020-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am re-filing a complaint against ( original CFPB complaint XXXX number ) SPS Servicing XXXX. Loan Account Number : XXXX Select PortfolioServicing, Inc. XXXX. XXXX XXXX XXXX XXXX XXXX, UT XXXX XXXX XXXX, Customer Relationship Manager, ( XXXX ) XXXX Ext : XXXX Letter sent to CFPB XX/XX/2020 in response to closing case number XXXX " I remember the Loss Mitigation form from SPS, and I completed as I thought it was related to extending my Forbearance. If that was not the case, then that should have been explained to me. There was plenty of opportunity to clarify how it differed because I called and wrote. Again, based on the CARES Act, I had the option to request additional 6-month forbearance and I made several requests way before XX/XX/XXXX. I made my first request for forbearance on XX/XX/XXXX when I sent 2 additional 6-month forbearance request letters via the website to Relationship Manager, XXXX XXXX, via the website after speaking with XXXX XXXX at XXXX XXXX CST on that day. I also spoke with Ms. XXXX who said it was not time to request a forbearance so soon. Again, on XX/XX/XXXX, I called and made another request on XX/XX/XXXX. I followed up with phone call and another request for forbearance extension on XX/XX/XXXX and again XX/XX/XXXX ( a letter ). There were at least three written attempts via your website requesting additional 6-mo forbearance extension. All correspondence would have been sent to the Relationship Manager, XXXX XXXX. It is not XX/XX/XXXX, even though SPS has attempted to run out the clock. I am filing another complaint with CFPB and will be contacting them Monday, XX/XX/XXXX. '' I have the documentation to prove that I requested a 6-month additional forbearance well before XX/XX/2020, as provided by the CARES Act : Request letter from XX/XX/2020, XX/XX/2020. SPS is not acting in good faith and based on CARES Act rules, as I made 6-month forbearance extension request in a timely manner. If CFPB can not help me, then legal remedy may be taken by me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77082
Submitted Via: Web
Date Sent: 2020-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Due to the pandemic I was in a forbearance program where I didn't have to make payments, up to a full year, starting XX/XX/2020. I was able to turn things around and made a payment in full for all monies due through XX/XX/2020 in the amount of {$25000.00}. I made the payment on XX/XX/2020. That same day, in the evening, I placed a call to the mortgage company advising them of the payment and requesting that I be taken out of forbearance since I made payment in full for what was owed. SPS servicing to this day has not credited or allocated all of my money that I sent in to update my account as current. Additionally, since asking to be taken out of forbearance on XX/XX/2020, I have actually still not been taken out of forbearance. XXXX is supposed to be my first payment, after my forbearance period. I literally have made approximately five or more calls and nothing has been done. It was escalated by XXXX XXXX on XX/XX/XXXX around XXXX to the manager of supervisors by the name of XXXX XXXX . I placed numerous calls prior to this call even. Fast forward almost a week now after the escalation and we are no where different. My account is still showing past due and I'm pretty sure is still in forbearance as of the date I'm writing this complaint. I was told this would've been completed weeks ago. I then called back in and spoke to supervisor XXXX who advised me that XXXX XXXX was aware of this and another department was working on correcting my account and removing the forbearance. I'm just not confident in that. I'm a little hesitant in making my XXXX payment right now because I feel this company has no idea what is actually going on with my account. Today is XX/XX/2020. Again, my XXXX payment is supposed to be my first payment after the forbearance period was terminated. Can someone please help this company figure things out productively. I'd greatly appreciate it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11692
Submitted Via: Web
Date Sent: 2020-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Short Sale process with Select Portfolio Services 1-Missing/disappearing documents repeatedly 2-Alleging they did not receive documents which were all sent by emails even as one document package, whereas receipt of email was produced 3-Alleging they did not receive documents even when such documents where even discussed with officials 3-promising to call back if documents where needed, and never receiving such calls 4-stalling the process requesting documents that should exist of lenders file, such as a loan modification agreement, which exist on foreclosure attorneys file and which have anyway been sent several times in a 4 year time period 5-not reading documents thoroughly, regarding clauses and info already provided in the documents 6-insisting more than once that the realtors invoice for {$12000.00} does not represent the 5 % brokerage fee of purchase price of {$250000.00} 7-Claiming errors on a reviewed item by item HUD with a lenders official whereas all changes requested where double checked with such official, and deemed corrected during phone call 8-Manager Relationship not ever being available once when requested for the last 12 months 9-Contradictory info provided by at least 2 officials, when follow up on documents sent on the same day 10-System notes with clarifications taken by and official never, ever, being received by relationship manager and/or disappearing from system 11-Allowing all documents to expire in several occasions in the process of requesting already existing info and documents, due to lack of proper review and/or loss of such documents, which burden parties with resubmitting such info and documents. 12-lack of knowledge of real estate in Puerto Rico and local laws governing legal documents and contracts 13-Offering misleading information as to HUD items to be included 14-Claiming that a 12 months listing signed on XX/XX/2020 agreement expired on XX/XX/XXXX and not recognizing a clause regarding an existing purchase offer under such contract 15-Having been accepted the same short sale 2 tomes over a 4 yea period, only giving 30 days to close under an FHA loan which at least takes 60 days to process in PR
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PR
Zip: 00969
Submitted Via: Web
Date Sent: 2020-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: ERROR OF FEES NOTICE AND COMPLAINT OF UNAUTHORIZED FEES, ACCRUAL OF FEES, INTEREST BASED ON THE FEES AND ACCOUNT ADJUSTMENT BASED ON IMPROPER AND ERRONEOUS FEES. THIS INFORMATION IS BEING REQUESTED IN WRITING AND A RESPONSE IS REQUIRED. PROVIDE THE REASON FOR THE FEES FOR SERVICE/INSPECTIONS AND OTHER FEES DISBURSED FOR XXXX AND XXXX AS IS INDICATED ON THE ACTIVITY STATEMENTS. PROVIDE THE PERTINENT INFORMATION, INCLUDING SIGN IN SHEETS, PHOTOS BEFORE AND AFTER THE INSPECTION/SERVICE, COMPLETE REPORTS FOR SERVICE PROVIDED, FEE SCHEDULES OF SELECT PORTFOLIO AND OTHER INFORMATION.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 182XX
Submitted Via: Web
Date Sent: 2020-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My father passed away from XXXX on XX/XX/XXXX. He was on a six month Forbearance Plan that is due XXXX XXXX which should keep property from going into foreclosure. I began calling SPS Servicing on XXXX XXXX to see what was needed to payoff the loan because my intent as the Successor In Interest is to sell the property. I called the relationship manager XXXX XXXX at extension XXXX. This information was obtained from the forbearance letter. I spoke with XXXX and she informed me since I was not authorized on the account I needed to send in the Death Certificate and Last Will and Testament. I mailed those on XX/XX/XXXX. XXXX XXXX I called back to same extension and got XXXX. He suggested I send via email to expedite. So I emailed the same documents on the XXXX to XXXX and received an auto generated response that documents were received. XXXX XXXX I called back to same extension and got XXXX. She said documents were being reviewed for Successor In Interest and to call back next week. XXXX XXXX I called back to same extension and got XXXX. She told me they still could not talk to me without providing a copy of recorded Deed with county seal along with Transfer On Death assigning property to me. XXXX XXXX. I received letter dated from SPS dated XXXX XXXX asking me to contact them regarding my request. I called same extension in this letter and got XXXX. He had no idea why I was calling and again said he couldnt talk to me since I was not authorized on the account. XXXX XXXX I emailed to same email address the recorded Transfer on Death showing property was transferred to me. It was recorded in XX/XX/XXXX. I did not receive the auto generated response like before. I called same extension as before and got XXXX. She said it takes 24-48 hours for email documents to show in system and to call back tomorrow morning. I explained to her I had a buyer for property and was scheduled to sign contract tomorrow. I emailed documents again at XXXX since I did not receive the auto response. Still did not receive auto response so there may be a problem with their system. XX/XX/2020. I called back to same extension and got XXXX. Documents still not received call back Monday. I told her same story that I needed to sign contract today or at risk of losing buyer. XXXX XXXX. I called back to same extension and got XXXX. Still no documents. She tells me it takes 25-48 hours to receive but then another 3-5 days to review before it will show up on the system. I work for a bank and I understand due to privacy act they can not give out information without proper authorization. The fact that I have called this company and spoke to 8 different people ( by the way I never did get my dads relationship manager, XXXX XXXX ) and told them my intent was to sell and provide a full payoff otherwise I may be forced to have them take back the property, no one seemed concerned or show any empathy for my situation. Obviously calling in 8 times, they could have gotten me to a member of management and they could tell I was not out to steal any personal information. There is probably no one at the other end of this complaint that cares what I have gone through but it helps to put my frustration in writing. It is difficult enough to lose a parent. I am trying to do the right thing and make the lender whole and they dont care if I pay them or walk away from the property. Again I understand these people are following their policies but sometimes the policies DO NOT help the customer.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 45458
Submitted Via: Web
Date Sent: 2020-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I spoke to my lender about my hardship, & they asked me to submit necessary documents for them to review so that they can give me options that will help me get back on track with my mortgage payments. I submitted the documents they requested, & they confirmed that they received them, & they are just about to start the review. But when I checked back on them for updates, I was advised that the documents are now missing. Now, I have wasted time waiting on them, only to find out that they have lost the documents that I have sent them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33905
Submitted Via: Web
Date Sent: 2020-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-21
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: THIS IS MY 20TH COMPLAINT AGAINST THIS FRAUDULENT AND CRIMINALLY INCLINED SO CALLED MORTGAGE SERVICER NAMELY SELECT PORTFOLIO SERVICING ( SPS ) THAT FAILED TO PROVIDE ITS STANDING PROVING THAT IT IS A LEGAL MORTGAGE SERVICER WITH A LETTER DIRECTLY FROM THE REMIC TRUST, IN SPITE OF ASKING SELECT PORTFOLIO SERVICING ( SPS ) PER RESPA. PREVIOUS MORTGAGE SERVICER XXXX NEVER ASSAULTED MY PERSONAL PRIVACY BY ACCESSING MY CREDIT REPORT AT ALL. THIS FRAUDULENT AND CRIMINALLY INCLINED SO CALLED MORTGAGE SERVICER NAMELY SELECT PORTFOLIO SERVICING ( SPS ) ACCESSES MY CREDIT REPORT WITHOUT MY CONSENT EVERY MONTH CREATING 35 DROP OF MY CREDIT SCORE. THIS FRAUDULENT AND CRIMINALLY INCLINED SO CALLED MORTGAGE SERVICER NAMELY SELECT PORTFOLIO SERVICING ( SPS ) VIOLATED LAWS, BUT NOT LIMITED TO FCRA AND PRIVACY LAWS. THIS FRAUDULENT AND CRIMINALLY INCLINED SO CALLED MORTGAGE SERVICER NAMELY SELECT PORTFOLIO SERVICING ( SPS ) IS IN THE REAL BUSINESS OF FORECLOSING. CC. OFFICE OF CALIFORNIA ATTORNEY GENERAL
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92887
Submitted Via: Web
Date Sent: 2020-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-19
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: The estate of XXXX XXXX XXXX is in receipt of your ( Select Portfolio Servicing, Inc. ) letter dated XX/XX/2010, entitled, " Your Mortgage Has Been Referred For Legal Action. '' In this letter SPS communicates wrongful and fraudulent information and continues to assert they are servicing an account according to the loan agreement and mortgage agreement. As the executor, I have disputed this claim on numerous occasions with supporting documentation to no avail. SPS continues to harass the beneficiaries of this estate by trying to manipulate and fraudulently misrepresent the facts. Additionally, XXXX XXXX and SPS have fraudulently filed a mortgage assignment for which I have provided proof, for a property in which they lack standing to pursue legal action on. XXXX - SPS and/or affiliates have never filed a legitimate claim per New York State Probate Law. 2- Should SPS pursue legal action, as the estate 's representative, the case will be defended vigorously in the court of law. Please do not respond with the typical cut and paste, uninformative, untruthfully, annoying and meaningless legalese. Merry XXXX!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 321XX
Submitted Via: Web
Date Sent: 2020-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: SPS has repeatedly denied mortgage workouts following a 90 forbearance offered on my conventional private investor [ XXXX XXXX ] owned mortgage loan. They have been unwilling to offer anything other than short sale. We have significant equity in home and feel that the servicer and lender know that any foreclosure sale would bail them out, thus no incentive to help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MT
Zip: 598XX
Submitted Via: Web
Date Sent: 2020-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A