Date Received: 2020-06-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I contacted my mortgage company SPS in XX/XX/2020 to obtain a forbearance for my mortgage loan due to my wife 's wages being reduced to COVID-19. I was told on the phone call with the call center agent that I had been approved for a 90-day forbearance plan. I received a letter dated XX/XX/2020 stating the terms of my forbearance. The forbearance terms in the letter stated that my forbearance began with the XX/XX/2020 monthly payment, but I had already made that payment back on XX/XX/2020. My loan was current and due for the XX/XX/2020 monthly payment when I requested assistance. I had thought that my forbearance would be for the XX/XX/2020, XX/XX/2020 and XX/XX/2020 payments based on the verbal discussion with the call center agent. Yet, the terms list XX/XX/2020, XX/XX/2020 and XX/XX/2020 payments as covered under the forbearance and a balloon payment due XX/XX/2020. I am asking for assistance from the CFPB to have SPS honor the terms of the forbearance that I had agreed to in my call and have my first payment after my forbearance ends be XX/XX/2020. I believe that SPS is being deceptive in its assistance offerings. As a borrower who was negatively impacted by COVID-19 I don't feel that SPS is truly helping borrowers.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2020-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I pay my mortgage through Bill pay with my bank to Select Portfolio Servicing. I switched banks and on XX/XX/XXXX, I sent {$100.00} as a test. On XX/XX/XXXX, my bank sent a check for $ XXXX for payment. The servicer shows receiving the check on XX/XX/XXXX and cleared my bank on the same date. However, they only show it applying to my principal in $ XXXX increments. On Tuesday XX/XX/XXXX, I spoke with 'XXXX ' and he claimed they received a check, it was in processing, but didn't know what to do with it ; that I did not instruct them what to do with it ; that they wouldn't call or inquire about it, but maybe eventually they would. He said he would tell them to post it against the principal. On XX/XX/XXXX, I called again because only another $ XXXX was posted against my principal. I was told by 'XXXX ' that their system only allows up $ XXXX to post UNLESS, I made a payment by phone which comes with a fee that they might waive if I was applying all of it to the principal. She assured me that I should see that all of it will be reflected by XX/XX/XXXX. The original check was 1 check for $ XXXX sent XX/XX/XXXX and that they are posting against the principal in $ XXXX increments. They show receiving it but not applied to the principal. I do not understand how 1 check can be broken up into 6 different parts over 6 days. The answers I receive are vague when I question how doing it by phone will credit my principal in the full amount but sending by check or electronic transfer is limited to $ XXXX per day. This is SelectPortfolioServicing. From their website : " If you are current on your loan, and you pay us more than this month 's payment, the excess amount is used to reduce any fee balances first, then the principal balance of your loan. Any time additional money is applied to your principal balance, your loan may be paid off faster, assuming you continue to make your payments on time. If your monthly statement shows Past Due Payments, and you pay us more than this month 's payment, the excess amount is held in an unapplied balance until the balance reaches the amount of a regularly scheduled principal and interest payment. We then take the amount out of unapplied balance and apply it as a monthly principal and interest payment. '' I am current and my account does not show Past Due Payments. I have continually paid more than the scheduled payment and they have always applied it without question or holding. This was a large payment and they are holding it in unapplied funds, letting out $ XXXX at a time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60616
Submitted Via: Web
Date Sent: 2020-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Issues with ESCROW account - This loan was closed with no escrow by XXXX XXXX XXXX XXXX. This loan was immediately sold, with no escrow, to Select Portfolio Servicing Inc. My monthly payments are {$800.00}, I have been paying {$990.00} every month where {$190.00} should be going to principal. For whatever reason this mortgage company has this mortgage as 'with escrow ... ''. After months in XXXX of my trying working with them they agreed and said that they will credit my account. I continued making regular payments. Just now, XXXX XXXXI found out that this company has put my account back as 'with escrow ' and paid for my property insurance, while I'm paying my insurance and property taxes. I have tried again working with them since XX/XX/XXXX, I have made numeruos calls and in every call I spent about an hour on the phone, going through circle with too many clerks and supervisors, I sent numerous faxes and I am getting back piles of generic mail, 99 % not related to my issue except for two letters stating that they refuse to remove my escrow and the other is my new amount to pay ... including escrow ... .how come ...? My mortgage was fixed-rate ... My loan originator has tried contacting, by email, several higher level personnel - unfortunately, no response from anyone of them. I have exsausted every option and now. Ashtonished and desperate I am asking for your help. I would like to know, from the biginning, ( 1 ) how much I deserve in credit and how can I receive my money back, ( 2 ) how much went into my principal paying {$190.00} additional every month and ( 3 ) eliminating this escrow account once and for all. Suportive documents are available. This company handles another mortgage account on another property of ine and I would like to verify that numbers there are correct as well. Thank you!
Company Response: Company believes complaint is the result of an isolated error
State: GA
Zip: 30022
Submitted Via: Web
Date Sent: 2020-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-08
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We overpaid Select Portfolio Servicing , Inc. ( " SPS '' ) {$1900.00} when we paid off the SPS mortgage loan with a refinance in XX/XX/XXXX ; however, SPS will not pay us back the overpaid funds. Although SPS mailed us a check ( # XXXX ) for {$1900.00} on XX/XX/XXXX, SPS issued the check in the wrong name ( so we were unable to cash the check ). Specifically, this check was written in the name of my husband 's parents ( who are deceased ) rather than in the name of our husband and Estate Trust that holds the subject home ( which was subject to the prior SPS mortgage loan that we paid off ). On several occasions ( we made at least 6 phone calls ) between XX/XX/XXXX and XX/XX/XXXX, to complain to customer service and their supervisors that the refund check ( from he closing process ) was issued in the wrong name. On each phone call representatives/supervisors said a new check would be mailed within two weeks and some said 60 days. Yet as of today, XX/XX/XXXX, we have never received a new check. Supervisors that we spoke to on XX/XX/XXXX and XX/XX/XXXX, told us they could not speak with us because we are not authorized on the loan. They asked us to submit certain records, which we did, such as documents proving our ownership of the property, e.g., Estate Trust agreement, Deeds showing my husband inherited the property, and death certificates for each of my in-laws ( the original borrowers on the loan ). This documentation was provided by us to SPS via Fax on XX/XX/XXXX and by email on XX/XX/XXXX. Because over 6 months has past and SPS has not returned our money despite numerous calls and providing all required documentation, we are seeking assistance from the CFPB so we can be paid back the money SPS owes us. ( Please note the subject loan was originally underwritten with XXXX XXXX, which was acquired by XXXX and then the loan was acquired by XXXX XXXX who then transferred the loan to SPS ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95687
Submitted Via: Web
Date Sent: 2020-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: After my mother passed away in XX/XX/2018, I took over her mortgage with the bank XXXX XXXX XXXX XXXX. In a matter of a month later the bank sold the mortgage to SPS ( Select Portfolio Servicing ). At that time the monthly payment was {$950.00} insurance included. 2 to 3 months later the monthly jumped to {$1000.00} then {$1000.00}. When I called them they asked me for some type of identification which so far was normal a step. Things were going smooth until an expert asked for more proof without telling me what exactly he needs from me. I provided them all documentation I could find including the quit claim deed that was made with my mother 's name and mine but still it was not enough. every time I call I got a different answer until on employee told me that what i needed was a court order or a deed. I went to the court and filled an application for guardianship and/or a probate letter. It did not workout well because having no experience I made mistakes filling it. Then I took a lawyer who corrected my mistakes but at the end the judge dismissed the case because my sister death certificate made in XXXX was not their way or some sort. In the mean time SPS does what it wants I feel that I have no right to do anything while I keep paying the mortgage. In the middle of the COVID-19 pandemic they raised the monthly payment from {$1000.00} to {$1100.00}. I keep asking myself what next? I don't understand why the court is not helping us the little guys. They know who I am, they have all the data.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 334XX
Submitted Via: Web
Date Sent: 2020-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, For 1 year I've trying to rectify my escrow account after receiving my escrow analysis back in XX/XX/XXXX. I was in bankruptcy but at a reaffirmation/automatic stay. My house was not included in the BK. Last yr I had to scan in my property tax bill because they didn't include my increase. I did my own analysis with the increase and paid the shortage {$600.00} shortage XX/XX/XXXX to cover the new prop tax pmnt, paid the increase in the mortgage payment to cover everything which was {$1600.00} as opposed tot he {$1500.00} they were requesting. Come XX/XX/XXXX the site said my payments were going up {$41.00} making it short {$500.00} but I tried to explain to them there is already a surplus of {$600.00} so it's impossible to be short anything that high while it's already sitting there. After my new analysis I did on my own and being I must have $ in my escrow account all I need to pay is {$230.00} because escrow can't be at a XXXX. On XX/XX/XXXX I spoke with a Sup and she was so ignorant I had to hang up, toda I spoke with a Sup who refused to go over my findings and escation to escrow dept was sent. I advised her the CO sent a letter dated XX/XX/XXXX plz pull it up she refused due to an escalation from XX/XX/XXXX. Here is my analysis which they don't get. ok XXXX thru XXXX escrow of XXXX x XXXX XXXX then homeowners insurance ins will be paid paid XXXX XXXX XXXX then bal {$2000.00} then XXXX pmnt of escrow will be paid XXXX bringing escrow balance to XXXX Then XXXX prop tax pmnt is {$3100.00} and hving the in escrow XXXX my new total is negative XXXX but there is a surplus of {$600.00} sitting in escrow now. So if anything i may be short XXXX not {$500.00}. When I worked mortgage if a customer asked to go line by line we did it, this CO does not, never has answers nd I even had XXXX in BK dept she doesn't know escrow. How can believe anything this company says or does. no one in that CO knows escrow. The literally are worse than XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93552
Submitted Via: Web
Date Sent: 2020-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: They are insisting that I am delinquent on 2019 taxes, I have sent them proof three times, XXXX county has sent them proof twice and they still are saying that they were never paid and now they're penalizing me an extra {$50.00} a month. They said they sent the check to XXXX county, XXXX county says they sent the check back because it was an overpayment, and the mortgage company is still insisting they never got the refund and the taxes still aren't paid
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 15210
Submitted Via: Web
Date Sent: 2020-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I and my husband, XXXX XXXX, bought the house at XXXX XXXX XXXX XXXX, Louisiana in XXXX. In XXXX we divorced, and part of the divorce agreement was that I am no longer responsible for the mortgage. XXXX died on XX/XX/XXXX. He intended to give all of his assets, including the house, to our daughter XXXX who was XXXX at the time. However, he did not leave a will, nor did he leave instructions as to who would handle the transfer of assets to our daughter. As XXXX 's mother and because she is a minor, I naturally sought to do this. Since we live in Louisiana, I had to hire an attorney to be named her legal guardian ( I think it's called a tutorship ). I didn't think it would take the year that it has to do all of this. XXXX and I agreed that we would use her father 's retirement money to make the house payments, but that money has still not been made available to us. In order to keep our house, I contacted the mortgage company, Select Portfolio Services of XXXX XXXX XXXX, for assistance. The loan was already in foreclosure, so I agreed to a special repayment plan in which I would pay around {$550.00} for 3 months ( XXXX, XXXX, and XXXX ) and thus bring the loan out of foreclosure. I believed that XXXX 's retirement money would surely be available by then. I was reluctant to make any payments in XXXX chiefly because I work part time and my take-home pay is around {$370.00} every 2 weeks. And even though XXXX is XXXX and receives a {$780.00} SSI check every month, it's been difficult to do more than live paycheck-to-paycheck. Unable to make the XX/XX/XXXX mortgage payment, I called Select Portfolio Servicing and told them. Their representative told me to " pay what you can, when you can. '' When our first Covid-19 stimulus check arrived, I resolved to pay the mortgage payment for XXXX and do some badly-needed repairs on the house. I will list these at the end of this letter. I badly underestimated how much all of it would cost. It took all of the {$1200.00} stimulus check. Then the second stimulus check arrived, and I tried to make a mortgage payment on XX/XX/XXXX. I was fully committed to paying for the missed XXXX payment and the XXXX payment that was now due. However, when I called Select Portfolio Servicing, their representative said it was too late and they would not accept any payment. Please negotiate with Select Portfolio Servicing so that they will accept our mortgage payments. I know that I can't count on another government stimulus check. I now know better than to count on any money becoming available any time soon from my daughter 's father 's retirement, if any will at all. I know that it will be hard to make mortgage payments on my small paycheck and XXXX 's XXXX check, but we will do it. This is the only home my daughter has ever known. Her daddy promised it to her. He also promised her one of his cars ( she named it XXXX ), but it was stolen along with several other things from the house. She has lost so much in the past year and half, first her dog, then her father, then her grandfather, I just don't want her to lose her home, too. Thank you for your kind attention. XXXX XXXX List of work XX/XX/XXXX Repair air conditioning Replace broken doors and frames to bathroom and one bedroom Repair broken electrical outlets in living room Repair overhead light in living room Repair outside light on carport Replace broken mailbox Repair washing machine
Company Response: Company believes complaint is the result of an isolated error
State: LA
Zip: 71457
Submitted Via: Web
Date Sent: 2020-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX, I realized that select portfolio servicing ( the mortg. servicer for my mortgage through XXXX XXXX ) put forced placed insurance on my home from the moment that I purchased my home. My payment from the time I bought my home was {$1600.00}. I was not contacted at any time to ask if my home was in a flood zone, nor was it looked into on their end ) they just placed the extra fee on and that was that. SPS was charging me {$190.00} extra every month for this flood insurance. It took me less then twenty minutes to get clarification from my county and the XXXX documents to back up the evidence. After I received the documents, I immediately sent them over over to SPS. I was told by SPS to continue paying my original mortgage payment of {$1600.00} until the situation was rectified on their end. I let some time go by, as they told me a new escrow analysis would be completed and I would have my new payment ( which would be {$190.00} lower ). During that time, the pandemic hit and my income was non-existant. I qualified for a forbearance through SPS for three months. Towards the end of XXXX, with help, I was able to come up with my mortgage payment. The escrow analysis was still not completed ( even after many, many phone calls with them ). I paid the original payment of {$1600.00} ( which included another unwarranted {$190.00} payment for forced place insurance, and since, have not been refunded for ). I was refunded {$1700.00} for the nine months that they put the forced placed insurance into my mortgage payment. This however was to go into my escrow account, which is understandable. I took my home owners insurance ( {$2900.00} per year ) and subtracted it from the credit they gave me ( {$1700.00} ) from the " forced insurance ''. I broke that up over twelve months and it came to ( {$100.00} ). Along with my taxes etc., my monthly escrow should be in the $ XXXX {$500.00} range. That is my conservative estimate. This would bring my monthly mortgage payment to the $ XXXX {$1600.00} range. I have called more times then I care to remember and have never received a complete solution, or the same answer. At times, I have been told that the the escrow analysis has not been processed, other times it is " complete '', and of course, " it is still being processed ''. I have paper work stating that prior to them returning my money, my new mortgage payment would now be {$1900.00}, and other paper work after that, stating {$1600.00}. Now the mortgage payment has gone back up to {$1900.00}. There are no explanations, phone calls, nothing. Their website where I set up an account, doesn't even show that I made a payment last month. There is no new information on my account. Actually what it says, is that I owe 3 months of mortgage payments due in XXXX {$3800.00}. On top of that, as a homeowner I have no say in how to repay the payments, if, I can not repay the last two payments. They will apparently decide for me, in the beginning of the month of XXXX ( when everything is due ). I will either have to pay it all at once, or have the payments spread out over the next twelve months, or it will be put at the end of my mortgage balance. Putting the payments at the end of my mortgage balance is what would help. The other options, only hurt me financially. They are not willing to help with that either. XXXX XXXX ( the mortgage holder ) and SPS like to blame the other for the stance that they take and in that instance, no one is accountable for anything or helps in any way shape or form, except in the way of frustration. Please help me get this squared away. I have been dealing with this for the last 3-4 months.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34654
Submitted Via: Web
Date Sent: 2020-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My parents passed away in XXXX and XXXX respectively and my sister and I worked with the original mortgage company to do a modification. This was in effect with no issues until the loan was sold to SPS ... Select Portfolio Servicing. Then mysteriously in XXXX XXXX XXXX the company started calling stating that the account was behind but could not talk to me. I had advised I had been sending payments and they said they could not speak with me only my sister. Basically they lost all our documents that showed I had any interest in the propriety and required us to re-supply them however they had documentation they could speak with my sister. I followed the instructions they stated by sending to a special address and with the bill and account number on a check, something I hadn't done in 6 years, but then received two payments returned. Then mysteriously in XXXX they were no longer able to speak with my sister. My sister finally found all the documents as I had no longer held them, and got them to the company in mid XXXX. We then get a notification that we are being sent to foreclosure but they can now speak to me. all they gave me in mid XXXX was a reinstatement quote but said they would help. I called today XX/XX/XXXX one last time and now they say they can't read any of the documents therefore are able to talk to us but not help us. I feel this company selected our parent home as an easy target and through their archaic processes believe they will be able to make over {$100000.00} on the home taking this from me and my sister.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DE
Zip: 19701
Submitted Via: Web
Date Sent: 2020-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A