Date Received: 2020-11-17
Issue: Other transaction problem
Subissue:
Consumer Complaint: I was doing my home loan with Select Portfolio Servicing , Inc. ( SPS ) starting XX/XX/XXXX. On XX/XX/XXXX, we paid up the remaining principle and closed our account. However, an autopay was triggered during our closing period on the beginning of XXXX, therefore we overpaid the amount of the loan, we are expecting a refund check of {$4500.00} from SPS. We have been waiting for the refund check being mailed to us since XXXX, and called SPS several times. With the COVID-19 pandemic strike, SPS told us on XX/XX/XXXX that the check was delayed due to the pandemic, and assured us that they will send the check ASAP. On XX/XX/XXXX, I called SPS again, and they claimed that the check was sent, but probably missing in mail. They will void the previous check, re-issue a new check, and send it over. However, when I called SPS on XX/XX/XXXX, I was told by a customer representative, that according to their cashier 's record, the previous refund check was mailed to me on XX/XX/XXXX, and cashed on XX/XX/XXXX. I did not receive the check, nor did any of my family members. After my push to investigate, SPS has been working on an internal investigation about the check, but they refuse to re-issue a check to me because they claimed my account was closed and paid in full. I have escalated the issue several times with SPS customer service department, which provided no help at all, and also to the ombudsman department, which keeps delaying the research they promised to do. On XX/XX/XXXX, I have finally see the copy of the cashed check from SPS, but it is clear that someone else endorsed that check and cashed it out. I have submitted a police report as suggested by SPS. I have submitted an Affidavit of Unauthorized Endorsement or Altered Items with SPS, and let them forward to XXXX, because SPS is banking with XXXX. SPS told me that the investigation could last several more months. To me, I did not receive the fund I was owed from SPS, their records contradicts with themselves at several points, from when the check was issued and sent, to how they would be able to re-issue my refund, and the process has been delayed for so long to investigate what is wrong with their own system. I can not tell if this is an insider misconduct, but from the beginning to the end I did not have my hands on the check that was supposed to be issued to me. SPS and XXXX may have sent the fund to unauthorized party, but it should not be the reason for my loss.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90025
Submitted Via: Web
Date Sent: 2020-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is a pending complaint on SPS. Today, Tuesday, XX/XX/2020, I received more abundance of mail from Select Portfolio Servicing. This is the first time I was informed that SPS alleged not receiving XX/XX/2020 payment. I have provided six months of my bank statements reflecting payments to SPS. However, the check for XXXX that was mailed XX/XX/2020, has yet to clear my bank.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77019
Submitted Via: Web
Date Sent: 2020-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I XXXX XXXX have been impacted Covid 19 and my state has a surge of covid 19 deaths and on 30 day lock presently and I am trying to stay safe. I have a invested property XXXX XXXX XXXX XXXX il that I have owned for 13 years and my tenant has moved out 9 months ago during the pandemic. I can not afford to fix this house back up after spending my life saving well over {$150000.00} or more and I am not working. I can not afford to keep this property and a tax buyer has purchase the taxes due {$24000.00} according to my Estimate Cost of Redemption good for 30 days only. The property according to the BPO from a licensed Realtor rececived comps with the damage and condition the property is only worth {$34000.00} Now I had requested to do a deed in lieu and instead of giving my {$10000.00} per letter from my SPS attachted. I went the extra mile to find a cash buyer to pay my investor {$10000.00} and pay off the outstanding Taxes and water bill to protect my credit avoid filing bk ruining my credit and leaving my investor with the mtg getting wiped out. I have submitted the purchase contact Offer and Estimate Tax Redemption from my County Clerks Office and outstanding Water bills. The redemption is only good for 30 days I was told.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60617
Submitted Via: Web
Date Sent: 2020-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-16
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Good Afternoon, We started our refinance back at the end of XXXX and as part of the refinance we had to resubordinate our second loan with SPS. We and my lender started the process and here we are at XX/XX/XXXX and the subordination process still has not been completed.. Title company is calling if not every day every other day to only be given excuses and to be told it will be escalated. They had ALL the paperwork they needed on XX/XX/2020 and we were told it needed to go to a third party company to get the assignment of mortgage completed. Why this was not done when we took out our mortgage last year still baffles me. We were told while this process was going on that they could NOT talk to anyone and we were told 45 days for the process to be completed from XX/XX/XXXX. We are at XX/XX/XXXX and the process is still ongoing and they continue to tell us they have not estimated close time. In the mean time our appraisal has expired and our lock has expired. We have talked to Supervisor after Supervisor to only be lied too and given excuses ... Some of the names are : XXXX XXXX XXXX XXXX There have been NUMEROUS others that we didnt write the names down because we did not realize it was going to get to this point. There should be absolute transparency when dealing with these companies and they have delivered none and keep passing the buck as to who is responsible for the delays. They have a legal obligation to complete subordinations in a timely manner and they have failed!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95843
Submitted Via: Web
Date Sent: 2020-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-16
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Dear, CFPB attached is a face copy of page 1 and page 2 from the United State Court XXXX XXXX of Florida. I need your assistance with case number XXXX, this court order written on XXXX XXXX stating that a response to the above case number within 20 days from the last defendant responds to the complaint, but when I called the court today they said it is 14 days to respond. Please respond to the above court case number with your counsel team. Thank you so very much.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33056
Submitted Via: Web
Date Sent: 2020-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-14
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: Select portfolio servicing collected {$250000.00} from the closing of my house XX/XX/2020. Then returned the money without a release. The title company sent it back. I dont know where the money is from the sale of my property.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 64131
Submitted Via: Web
Date Sent: 2020-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-14
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: Select portfolio has Not attempted to collect they SUBMITTED A PAYOFF STATEMENT and COLLECTED {$250000.00} I DID NOT OWE.the money was returned to the title company at least twice. However without a release of the lien associated with the payoff statement it was sent back to select portfolio. In reviewing the payment history. I received XX/XX/2020. There is NO BALANCE. THIS LOAN WAS ALREADY PAID. SELECT PORTFOLIO NEEDS TO RETURN MY PROCEEDS WITH INSTRUCTIONS to release the funds to me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 64131
Submitted Via: Web
Date Sent: 2020-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was with XXXX XXXX XXXX until XXXX and was sold to XXXX XXXX XXXX. This month XXXX XXXX service sold my loan to Select Portfolio Services , Inc. Upon paying my first payment, I noticed that had added {$200000.00} to my outstanding balance. I regularly check this so I noticed immediately that it was an error. I called the company and they told me that they were using my XXXX Modification with XXXX XXXX XXXX for the current outstanding balance. I immediately called XXXX XXXX XXXX to get a loan history up until the loan was sold which reflected a total balance of XXXX and my final bill from XXXX XXXX showed an outstanding balance of XXXX. The new server has an outstanding balance of {$350000.00}. I called them and they refuse to correct the error. As you know, increasing the outstanding balance leads to higher payment of interest and less equity so it is important that they represent the correct balance. Additionally, selling mortgages does not allow them to charge me an additional {$20000.00} in the payoff of my loan. I believe that many others are impacted by this as illegal and unethical practices to charge consumers more than they owe. Additionally, I check the XXXX and there are a large number of complaints almost XXXX in one year and XXXX over three years. They have three 3 class-action suits. I would like some assistance in these practices used to defraud individuals from their homes and charge more money. After this experience and their bad record, I would like to refinance but I can not allow them to make {$20000.00} on the sell of my loan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have open complaint but new evidence urgent I need to let sps know I have doc show I opt out XX/XX/XXXX decline so that reason XXXX say loan became default start XX/XX/XXXX for 5mos say I was 151days default so partial claim sibordinate look legit I finally spoke to someone today in osbudman group she was very truthful she did not use the stall tactics sps used last 90 days what she told me today when she found I had lawyer send complaint it is not on them to fix a deceptive modification so all docs I sent in were waste of time and I am upset I feel I was misled they are not the owner and trust holder of note as they claimed I need to find out who is responsible for my disception I have new evidence I actually OPT out XX/XX/XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30058
Submitted Via: Web
Date Sent: 2020-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-12
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: The CFPB needs to investigato the theft of {$500000.00} for a loan that was already paid select portfolio serving provided the title company with a payoff statement of {$250000.00}. The I have now paid twice this is in addition to {$38000.00} I paid to {$28000.00} I did not owe. However the correspondence I just received did not contain the check I expect from them for my proceeds it was a letter offering me options to bring the account current. I dont have an account but they have my money. they have had the proceeds from the sale of my house since XX/XX/2020. I DONT WANT A RESPONSE I WANT A CHECK!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 64131
Submitted Via: Web
Date Sent: 2020-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A