Date Received: 2020-09-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX we I closed on the sale of my home. We had a Mortgage that was with Select Portfolio Servicing , Inc . The payoff of the mortgage was received by Select Portfolio Servicing , Inc. on XX/XX/XXXX This mortgage was assigned to XXXX XXXX XXXX XXXX XXXX, as Trustee for the benefit of the XXXX XXXX Seasoned Loans Structured Transaction Trust, XXXX XXXX whose address is c/o XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX The mortgage has still not been satisfied at the XXXX County Clerk 's Office, XXXX New York We have made numerous attempts to get this company to satisfy the Mortgage. They told us it was paid but now 8 month later the mortgage is still not released at County Clerk 's Office. They are very uncooperative.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11743
Submitted Via: Web
Date Sent: 2020-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I got divorced 4 years ago in the divorce I took over the mortgage payment, the home was quick deeded into my name as directed by the court. I alone have made the payments since then. My ex wife is on the paperwork I have tried to contact the company servicing the loan on numerous occasions by mail and voicemails left without a response, I am trying to see what needs to be done to have her removed from the paperwork, I do not want to have to refinance the home. This company has been unresponsive
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32714
Submitted Via: Web
Date Sent: 2020-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My home equity loan under XXXX XXXX went to a company called Select Portfolio Servicing , Inc. to manage per XXXX XXXX staff. They stated S.P.S. was only to manage. However, S.P.S. refused repeatedly to confirm who now owned my note and pressured me repeatedly, deceptively, and against past practice of XXXX XXXX for me to buy their insurance. XXXX XXXX had stated no escrow required for home equity loans. This loan had been with XXXX XXXX for many years. S.P.S. insisted on homeowner insurance purchased through them. I had my own homeowner insurance most of the loan period until recently. Nevertheless, I received false and misleading payoff information as well as harassment to buy their product even while I had homeowner insurance. I also asked for a copy of the note they had received as they claimed contrary to XXXX XXXX staff and contrary to XXXX XXXX billing that my note was not a home equity loan, but a mortgage that required escrow. Select Portfolio Servicing , Inc., has lawsuits against it from other consumers. I paid more on principal several times. I asked for a complete history of all payments which they have not done. *** My Final Payment in the amount of {$69.00} was written on a check which stated to apply to the principal. They did not! They put in " unapplied ''. They did not send my note showing paid, and state I owe insurance payments and continue to increase " escrow '' for their insurance product although note paid off. And continue to show principal remaining in the amount of {$69.00} Even Though They Received This Money. My debt has been paid and I need a printout of all payment and charge history to verify their accounting. The person who made the dishonest decision to not apply my final payment to principal should be penalized along with S.P.S. I should receive my note as paid and a statement from S.P.S. showing no balances. I will be referring this complaint to corporate within XXXX XXXX and S.P.S., their Board Members, and to appropriate Texas and federal officials over banking/finance as well as those who represent my district and state. ( I have to wonder if those who investigated XXXX XXXX should investigate S.P.S. )
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75501
Submitted Via: Web
Date Sent: 2020-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-03
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I represent my client as her POA. My client received her house in her divorce agreement from her ex husband in 2011. As per the court documents and order, the property tax, title, and town records have all transferred to her name. The mortgage was in the ex 's name, and she did a loan modification 5 years ago. She couldn't refinance as her credit score was poor at the time due to the divorce. During that loan modification, the bank did not list, or take any information from the ex husband. It was supposed to be " Assumed '' by her. When my client received her first payment request, she noticed the ex 's name was on the payment request. She immediately contacted them, and they said it will be corrected within the next 30 days. My client continued to pay her mortgage, and has never missed a payment in 5 years. 5-years later it was sold to another bank, and now serviced by SPS ( aka SP Servicing ). We contacted SPS, they said this was a simple process, and we just need to complete a form, which happens to be a new loan modification. We spent hours on the application, spoke with XXXX, XXXX, and XXXX at ext XXXX, provided all the documents, and we were told to wait. When we called back a few days later, we were told under no uncertain terms, we are not allow to have a current owner " Assume '' the loan if the she is one of the original owners. All we want is the Ex off the paperwork. We tried to contact the owner of the loan, but were told it was XXXX XXXX, and then a trust, and then XXXX XXXX, but they will not address anything, only the servicer. My client can't refinance, which is another option, as her credit score is not good due to the loan modification being on the credit report 5 years ago. We are looking for help. Maybe it is as simple as having SPS allowing my client to 100 % assume the loan from her ex. Maybe SPS should have done their due diligence to check that the proper owner is on the mortgages they took over from previous servicer. Maybe someone can tell us who actually owns this loan. We look forward to your positive response.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07621
Submitted Via: Web
Date Sent: 2020-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX I had severe hail damage to my residence. Select Portfolio had placed hazard insurance on the property through XXXX XXXX XXXX XXXX. Because of financial restraints I did not have the funds needed to go along with payment of repairs. Finally in XXXX I was able to complete the repairs. I contacted a roofing company and had the correct paperwork drafted and signed and submitted the paperwork through XXXX. I submitted the required documents and resubmitted documents that had errors on them. I was assigned an insurance claim check tracking number initially of XXXX. After submitting the proper paperwork, an initial check in the amount of {$1900.00} was sent to me. The check had my name and the name of the roofing company on it. I endorsed the check and gave it to the roofer. The roofer completed 50 % of the repairs as stipulated by the terms of the claim which required the replacement of the roof. The other remaining work that needs to be completed is siding replacement. As instructed by the roofer, I contacted XXXX and spoke with a representative to request an inspection. This is when the runaround began as the representative that I spoke with said that they ( Select Portfolio Servicing ) had no record of the check ever being received. For over a month I have been calling and speaking to several people to get a understanding of what was going on. On XX/XX/XXXX I spoke with someone by the name of XXXX. This representative stated that Select Portfolio decided to apply the funds from the insurance claim to my mortgage account because they had not heard from me. I was also informed that a check for the amount of {$1800.00} was sent to someone named XXXX XXXX. This person never did any repairs to the home. I have had to file bankruptcy and of all the paperwork that I recall seeing 'does not show any indication of the application of insurance funds for my damaged home to my account. My current bankruptcy status includes me making payments for all delinquent amounts as they relate to my mortgage.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29229
Submitted Via: Web
Date Sent: 2020-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-02
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Our company financed a manufactured home that had am active lien from another lender on XX/XX/XXXX. We have not received a lien release at this time and it has been over 60 days since the prior lienholder has received the payoff. We can not currently apply for this title and secure our colleterial. After closing we sent the payoff amount to the current lienholder. We did not receive a lien release as of XX/XX/XXXX and contacted the company. They asked for authorization documents to release information to us and would take another 5 days to upload into their system. We faxed over the authorization documents the same day. We contacted them on XX/XX/XXXX and were told that they received the authorization documents but to wait another XXXX hours for them to be uploaded. Contacted them again on XX/XX/XXXX and was told that the payoff was received on XX/XX/XXXX and they would release a lien release within 30 days on XX/XX/XXXX. Contacted them on XX/XX/XXXX and was told that they issued a paid in full letter on XX/XX/XXXX and a lien release on XX/XX/XXXX. We asked for copies to be faxed and was told they would fax them to us. Contacted on XX/XX/XXXX and was told that both letters were not scanned into their system yet and could not fax them and to try back in a week. On XXXX and XX/XX/XXXX we were told the same thing again. We contacted the county that the home is located in on XX/XX/XXXX and told they had not received a lien release. On XX/XX/XXXX, we contact a 3rd party company hired by the existing lienholder to assist and told to follow up with them the following week. Contacted the 3rd party company on XX/XX/XXXX and XX/XX/XXXX, we were told they were hoping to have the lien release letter to us that week and to follow up on XX/XX/XXXX if not received. We contacted them again on XX/XX/XXXX and were told we would have the documents by XXXX. Contacted again on XXXX and told they are hoping to have the documents by XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 379XX
Submitted Via: Web
Date Sent: 2020-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Select Portfolio Servicing, Inc Complaint They have asked me to verbally agree to payment plans over the phone but refuse to send me letters about the plan. They say I need to verbally say yes, then they will send me the packet. This is not the first time, I have felt scammed from them. I contacted them when COVID hit to ask for 2 month deferral, due to hardship. I have never missed a payment and I also had automatic payments set up. The women assured me that my payments would be deferred for 2 months and my monthly mortgage would resume and then SPS would work with me to reconcile the 2 months missed. Now they have no record of a deferral of payments, I am in now in forbearance mode and must come up with $ XXXX by XXXX. They have no record of any past conversation they " say '' however all calls have been recorded. They now have rolled in all these hidden fee 's when I have a letter stating that due to COVID they won't have hidden fee 's or % rates. This company is also the company that gave me a 7.8 % mortgage interest. I definitely think someone needs to audit them. As someone who owns companies, this company isn't honest or full of integrity at all. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, FL XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33458
Submitted Via: Web
Date Sent: 2020-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-31
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Please review exhibits A-E Also Select Portfolio Servicing who has the mortgage account XXXX which is a improper loan modification agreement because it is connected with XXXX XXXX XXXX Conventional Real Estate mortgage loan number XXXX that I had no knowledge of the refinance mortgage loan from FHA to a Conventional mortgage loan.therefore since it is in connection with fraudulent activities this loan should be suspended and with an full and forensic investigation to come to a final resolution the evidence is in black and white without question so why is it taking so long to resolve this case?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33056
Submitted Via: Web
Date Sent: 2020-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: SPS Serviving Acct # XXXX My original mortgage amount in 2004 was {$370000.00} and as of todays date, my mortgage balance is {$370000.00}. This is despite the fact that I paid over {$15000.00} XXXX towards principal alone last year and that I practically pay an additional towards my principle every month. I do not understand why my mortgage principle has not budged in si many years.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11230
Submitted Via: Web
Date Sent: 2020-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have two issues, first is the fact I purchased a single-family home backed by XXXX XXXX in XX/XX/XXXX. COVID-19 happens and I lose income, so I am looking for mortgage assistance to defer payments via the Cares Act with my current loan servicer SPS Servicing. I start to inquire and I find out my loan is no longer backed by XXXX XXXX. XXXX XXXX sold it in XX/XX/XXXX to a private corporation. I was not notified. I did not even know that could legally happen. Now I am being punished for it because my mortgage doesn't fall under the protections of the Cares Act. Issue two, I called SPS Servicing in XX/XX/XXXX because I lost two of my 3 jobs because of Covid-19. I still held one full-time job at XXXX hours a week. Because I still had 1 full-time job I did not qualify for any unemployment insurance even though I lost a lot of needed income from the loss of the other 2 jobs. When I called SPS Servicing in XXXX I was granted a short-term hardship and agreed to a deferral of the outstanding payments that are added to a non-interest-bearing balance, which will be due upon maturity or payoff of my loan. The 3-month deferment was for the months of XXXX, XXXX, and XX/XX/XXXX. This was great but was only for 3 months. In XXXX, I called SPS Servicing again knowing I would not return fully to all of my employers for quite some time and my income was still affected. I was looking for a deferment for at least another two months, XXXX and XXXX, or more would be better hopefully in-line with what the Cares Act allowed - a 6-month deferral. SPS Servicing would not do anything further until I filled out a Request for Mortgage Assistance application. After a lot of back and forth with them, I received an Unemployment Forbearance Plan for 6-months. I found it to be a huge coincidence that the amount of my next 6 months ' payments on this Plan is exactly - down to the cent - of my normal monthly mortgage payment before COVID-19 ( remember this I come back to it later ). The SPS Unemployment Forbearance Plan is for deferring XXXX and XXXX payments with a balloon payment due in XX/XX/XXXX of XXXX, XXXX, and the XXXX payment all due. So, my next 6 months of payments are the exact amount of my normal mortgage payment, so I am not saving any money for the next 6 months, and they want me to somehow miraculously come up with 3 months of mortgage payments in XX/XX/XXXX. So I complained to SPS Servicing and got nowhere. Then I complained to my Senator who contacted SPS Servicing. Here are some highlights from what SPS Servicing wrote to the Senator : " The Unemployment Plan we offer is for customers who are receiving unemployment benefit income. This program is designed to provide borrower 's with a lower payment while they seek new employment. At the end of the potential plan, ( the customer ) is required to reinstate the account through any additional programs they may qualify for or by reinstating the account. '' My response - I am not unemployed, wasn't unemployed, and I have not received a penny from unemployment. My plan amount is the exact same amount my mortgage payment was before COVID-19 so I do not have a lower payment as you claim. You want me to reinstate my account by paying 3-months of mortgage payments in XX/XX/XXXX. How does this help me? Another quote to the Senator from SPS Servicing, " In your inquiry you referenced the U.S. CARES Act.The provisions of the CARES Act specific to mortgage payment relief are only applicable to " government-backed '' loans, such as those originated, owned or securitized by the XXXX, XXXX, XXXX XXXX, XXXX XXXX and XXXX XXXX. While your account may have previously had this designation, it is not currently a " government-backed '' loan under the CARES Act. '' My response - so you won't honor this even though my XXXX XXXX loan was sold to a private company in XX/XX/XXXX under no fault of my own and I have no recourse for them doing so. So you are not operating in the spirit of the Cares Act. And my favorite quote to the Senator from SPS Servicing, " We received the first plan payment on XX/XX/XXXX, and we consider the plan accepted. '' My response - So I made a mortgage payment - how do you assume that was my first plan payment when my plan payment was the exact same amount of a normal mortgage payment. This is what I referred to earlier. There is too much assumption in that statement. They don't allow you to accept or decline the Plan in any way, and good luck talking to anyone helpful when you call their customer service. All I was looking for when this started was to be allowed the rules of the Cares Act for my mortgage which was XXXX XXXX backed when I started my mortgage in XXXX. If SPS Servicing was operating in the spirit of the Cares Act they would have honored the 6-month deferral, but instead, they want to play games and encourage the loss of my home during a global pandemic.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NH
Zip: 030XX
Submitted Via: Web
Date Sent: 2020-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A