Date Received: 2020-06-02
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XX/XX/XXXX Called Select Portfolio servicing ( mortgage Processor ) to ask for assistantance in missing XXXX, XXXX and XXXX house payment. I was accepted for those payments to be missed. On XX/XX/XXXX received letter dated XX/XX/XXXX which stated I was approved for temporary forbearance plan. This plan had a {$14000.00} balloon payment attached to it. On XX/XX/XXXX I called SPS and spoke to XXXX and told him I have no income due to covid 19 he asked me some questions and than said he could send out a assistance review package for me to start filling out. He said I will send this to your inbox on your account and my mail also and told me what information they would need. Before I could say anything he said thank you have a nice day and hung up. On XX/XX/XXXX I sent a email to XXXX XXXX requesting her to call be for clarification on Balloon Payment she called me the next day. In this email I stated that the would not work and was upset that if I paid back the 3 month plus the XXXX current month it would only be {$10000.00} and the balloon payment was {$14000.00} which is {$3600.00} more than owed and if I did not have income to pay the 3 payments why would I have {$14000.00} on the 4th month she informed me that they would have some programs at the end of XXXX and possible that one worked if approved for it. I stated I was not willing to take that chance and have you foreclose on my house like the banks did in XXXX. I would have to borrow from family sell stuff but I would make my payments. On XX/XX/XXXX I sent another email to XXXX XXXX telling her I still have not received the assistance review applications requested on XX/XX/XXXX in my inbox on SPS or by mail, and due to this on XX/XX/XXXX I will be opt out of the Forbearance Program and want to see what my options will be with the assistance review applications. I also requested loan information on the original loan doc 's from XXXX XXXX. I received an letter stating they will have all my requests within 30 days and as of XX/XX/XXXX. I have not received these loan doc 's. On XX/XX/XXXX I did not receive confirmation on opting out of Forbearance program requested on XX/XX/XXXX, so I called and spoke to XXXX and she cancelled the program and told me I would receive a letter in the mail of the cancellation. I received a letter on XX/XX/XXXX written XX/XX/XXXX stating has reviewed request for workout assistance and they are unable to approve assistance for special FS to Resolution. I have no idea what this is but assume it is the opting out of Forbearance Program because it states we determined that we are unable to assist you in this proposed arrangement because you requested that we not consider you for this option. On XX/XX/XXXX I received a letter written on XX/XX/XXXX now about Loss Mitigation I never have missed a payment and as of XX/XX/XXXX owe them nothing. Loss mitigation is a process used by mortgage lenders to work with buyers who are delinquent on their home loans. I owe them nothing I made my payments all on time and within the dates they require the payment. The letter states within 30 days of balloon payment they will contact me even though I cancelled by email and by phone call. I turned the page over and than it states on XX/XX/XXXX you called and cancelled the forbearance Plan and therefore the offer was considered withdrawn. So in this one letter it states I am in Loss mitigation to within 30 days I need to come up with a balloon payment or talk to me about my situation at that time, than in the same letter it states I have cancelled the program. It is all so confusing and misleading information. I had to give the information above to get to the complaint. I am a XXXX XXXX person for the last 20yrs who lost all her income on XX/XX/XXXX by having to shut down my business. I applied for SBA loans under the care act and on XX/XX/XXXX Select Portfolio Serving made remarks to XXXX, XXXX, and XXXX stating " Consumer Disputes Account '' This brought my credit score down 52-54 points taking my score from good to fair and will effect any loan I start of credit cards I may have if they decide to check health of my report and now lower my credit limits, raise interest rates or deny me my SBA loan all together which will be devastating to my family and business when this country is hurting and people can not work. I HAVE NEVER DISPUTED THIS ACCOUNT. On XX/XX/XXXX I called SPS to ask why they put this on my report they informed me that the only remarks they see reported is current no remarks. I than called XXXX and they said yes they put that on the remarks and if you want it removed we can do that for you now so I had it removed. On XX/XX/XXXX I called SPS again because I wanted to see if my score went back up on only XXXX and it did so I waited to call XXXX and called SPS to ask them why they put the remarks on my report and again they argued with me and said they do not see those remarks only Current no remarks. I said look you lowed by score by 52 points and are causing me damages when I am in the middle of a loan. He than referred to past emails and communication and said you made a dispute with your email on XX/XX/XXXX. I said I did no such thing I request information and a assistance loan package and cancelled forbearance. He stated to me that he was going to educate me and that to the banking industry a request is the same as a dispute, well that did not go over to well and I told him a dispute is a disagreement of something or a document, and a request is asking for something to be done or I need original loan docs. I asked to speak to a supervisor at that point this was XXXX ext XXXX. He was not much better so I asked him in detail so on XX/XX/XXXX do you see remarks put on my credit report that states " Customer disputes account '' he would not say only your account states current no remarks. I let him know that SPS brought down my score by 52-54 points and he said he found that hard to believe. I told him I spoke to XXXX and they confirmed that is what affected by score in XXXX. I told him I needed him to take it off my report and he said he was not going to do that if I had an issue I needed to call the credit 3 and have it removed myself. On XX/XX/XXXX my score on XXXX dropped 52 points on XX/XX/XXXX I called and it was removed on XX/XX/XXXX my score went back up and stated removed remarks from select portfolio. XXXX also sent me a detailed report, But my XXXX score did not because I did not call them so I could see if this is what caused me damages. On XX/XX/XXXX my score on XXXX went down 54 points so after XXXX went back up I called XXXX on XX/XX/XXXX and removed the same remarks and on XX/XX/XXXX my credit score with them went up 55 points. On XX/XX/XXXX I had to call again and I spoke to XXXX and he was helpful and gave me requested information because I wanted to make sure the forbearance plan was cancelled and than I asked him to see remarks on my account and he said he did not see " customer disputes account '' only that account current no remarks. I than told him what had happened and he said if you have information we can start an investigation and see what can be done. I sent him the XXXX XXXX pages with the remarks and the score decrease and the report from XXXX. The issue I have is they say they never entered the information on my credit reports but they did. They could cause me from securing my SBA care act covid 19 loans and cause and effect of current credit card lowing available credit and increasing my interest rates. They have used loss mitigation in a letter and I am not late or owe them any payments, also very confusing letters and not sending requested documents that were requested on XX/XX/XXXX and XX/XX/XXXX. How can you mess with peoples credit scores and have no answers for it and than make the consumer call all the credit bureaus to remove something they say they never did but evidence clearly shows Select Portfolio servicing actually did and it affected a credit score by 52-54 points and possible damages to a family is this time of covid 19 and no income. Sent from XXXX for XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92585
Submitted Via: Web
Date Sent: 2020-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-30
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: House was sold in XXXX of XXXX. Date of last payment was XXXX of XXXX. Credit reports first showed last payment of XX/XX/XXXX. After dispute, date was changed to XX/XX/XXXX - this date is still wrong!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 20148
Submitted Via: Web
Date Sent: 2020-05-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: i pay my mortgage to sps select portfolio servicing. my payment is XXXX a month. because of the virus and visits to hospitals by paying co pays has hurt me. i did the forbearance plan for 3 months.starting XX/XX/XXXX my thought was those payments totaling XXXX would go to the end of loan. sps wants you to pay the XXXX plus XXXX for XXXX.alot of other mortgage companys are doing it right. all i can pay is the XXXX for XXXX. this could put me in forecloser. when trump put this program together he said alll payments would go to end of loan.otherwise i would have not done it. please help if you can! this may be price gouging!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48192
Submitted Via: Web
Date Sent: 2020-05-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX I requested a Covid-19 deferment/forbearance for my home mortgage owned by Select Portfolio Servicing Mortgage Company. They told me no problem but followed up with many misleading and deceptive letters stating that I was in default and faced foreclosure that intimidated me into paying the back payments. Please investigate all correspondence sent from Select Portfolio Servicing to customers that requested to participate in the Covid-19 deferment program.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90220
Submitted Via: Web
Date Sent: 2020-05-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-28
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have a mortgage loan from SELECT PORTFOLIO SVCIN, and I have always made my payments on time. For some reason, I realized that there was a late payment on my credit report, I called SELECT PORTFOLIO SVCIN and they said their system mistakenly put me on paperless billing after the loan was re-structured when the mortgage kept being resold, which I did not request, and it caused me multiple 30 day lates. As you can see, I have always had a stellar payment record. I tried contacting XXXX, XXXX, XXXX, and SELECT PORTFOLIO SVCIN with no successful resolution. XXXX, XXXX, and XXXX reporting me 30 and 60 days late. There was an error on their part. I was never 30 days late twice.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94605
Submitted Via: Web
Date Sent: 2020-05-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was late in paying the XXXX payment and entered into a forbearance agreement because I was not sure if my stock investments would rise to a comfortable level to start paying the mortgage again. On XX/XX/2020, I tried to pay the XXXX and XXXX payments, but the servicer 's system would not allow me. It was only asking for the amount of {$850.00}. In the months prior to this XXXX forbearance agreement, my checking account was charged automatically every XXXX of each month. So, I am guessing that the system would not allow me to pay two month 's mortgage payment because its system recognizes that I am late only for one month. I tried to pay by ACH, but the servicer 's system also would not allow it. It was later explained to me that it was because I was in forbearance. I therefore paid the XXXX payment. I saw the EZ fee, but I assumed it was for late payment fee. It turns out that it is for paying electronically. Their fee schedule described EZ fee as being for late fees and electronic payments. I just assumed that it was for late fee because I have not come across a company charging a fee for paying electronically. I called to request a refund of the {$15.00} fee, but I was told it could not be done because the servicer 's system would not allow it. If I had paid by phone, it could be waived. Oddly, I paid the fee with the XXXX payment but the XXXX mortgage statement shows that the charge was on the XXXX payment. It also shows that it seems to have been waived or reversed. I did not receive any check for that amount, however. It would not be forthcoming, I was informed. On XX/XX/XXXX, I called about the difficulty in making the two months payments. I was then asked to pay the XXXX mortgage by phone without the fee. I also asked the representative to remove my account from the forbearance agreement and restore the automatic payment draft. These were done while I waited on the phone. The XX/XX/XXXX mortgage statement still shows that I am in forbearance. Upon receipt of the XXXX mortgage statement, I asked the company to write a letter to the credit bureaus, with copy to me, that I am no longer in forbearance agreement. I had told the representative that I am about to close on refinancing my loan and that I need a letter from them stating that I am not in forbearance. I explained that if the refinancing bank sees that I am in forbearance, it might withdraw its commitment. The servicer refuses to issue a letter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 222XX
Submitted Via: Web
Date Sent: 2020-05-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-28
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: This is my 3rd attempt ( through CFPB ) to get Select Portfolio Services , Inc. ( SPS ) to report our payment history to the 3 major Credit Reporting Agencies. After multiple interactions with SPS, they did admit that it is simply a policy to not report our credit history and not a LAW as originally claimed. Our current contract with the lender was signed post bankruptcy and is in itself a " re-affirmation '' of our willingness to honor the terms of our agreement with the lender. By refusing to report our credit history to the 3 major Credit Reporting Agencies SPS is in violation of Federal Law. Both in letter and in spirit : " 623. Responsibilities of furnishers of information to consumer reporting agencies [ 15 U.S.C. 1681s-2 ] ( a ) Duty of Furnishers of Information to Provide Accurate Information ( 2 ) Duty to correct and update information. A person who ( B ) has furnished to a consumer reporting agency information that the person determines is not complete or accurate, shall promptly notify the consumer reporting agency of that determination and provide to the agency any corrections to that information, or any additional information, that is necessary to make the information provided by the person to the agency complete and accurate, and shall not thereafter furnish to the agency any of the information that remains not complete or accurate. '' I expect immediate compliance with this Federal Law. . In the event you are unable or unwilling to comply with this instruction, I shall alternatively require of you evidence of your Registered Agent for the State of Washington as well as the policy number and name and address of the underwriter of your Bond. Failure to properly respond to such a simple request leaves me to seek remedy through the FTC and making claim against your bond for damages to my credit.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98133
Submitted Via: Web
Date Sent: 2020-05-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: From the first date, I have always included a partial pre-payment of my principle. When the COVID-19 Pandemic shut down XXXX Florida, I called Select Portfolio Servicing and asked them two questions ; 1 ) would they lower the variable interest rate, which they increased last year, 2 ) what options do I have if I have a problem making the payments Today, I received my statement. The pre-payment of {$270.00} was unapplied, even though the mortgage coupon was clearly marked for partial pre-payment. Rather than following their customer 's wishes, they continue to charge interest charges for the {$270.00} ( and future ) pre-payments. At XXXX XXXX, I called, I was informed that I was enrolled in their " forbearance '' program and they told me that I could not withdraw from it. This is Forced Compliance of a Condition that was never agreed to.
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 33334
Submitted Via: Web
Date Sent: 2020-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Dear CFPB, My complaint is with my mortgage company, SPS. Letter from SPS dated XX/XX/XXXX, states ... My payment currently is @ 3 % {$3000.00}. New payment is @ 4 % {$3300.00} effective XX/XX/XXXX and scheduled to go up XX/XX/XXXX, and again to increased to 4.125 % and is effective again on XX/XX/XXXX and scheduled increase again XX/XX/XXXX to {$3300.00}. I had applied for a loan mod back in XX/XX/XXXX, with no results. SPS wasn't clear with their requests each time they asked for additional info and I was returning info on XXXX paperwork, but later several months, found they wanted the info on their paperwork, even though info almost same, just not on their paperwork, so in the end my paperwork was thrown out. I had to start all over and this took me about a month to mentally wrap my head around the chore I had to do AGAIN, but after calming down and receiving their forms. I reapplied in XX/XX/XXXX, a few questions about my paperwork again, they seem to question my paycheck status, they question why was I missing paychecks, I explained I only worked two days in first quarter of this year and I highlighted the info describing that, like year to date # 's. Then they said I wasn't reporting workman 's comp checks. I explained, I am not reporting because I am not receiving, they found that odd for me not to be collecting. I explained I only work one day a week and I don't qualify, I only work one day a week because I am a full time mother to my XXXX year old with XXXX, trying to transition him into adulthood since the school district did not. Another reason I need help with my loan mod, because he has cost me $ XXXX recently for XXXX assessment and {$7500.00} for XXXX XXXX XXXX remapping to help him deal with real world. Finally it was in underwriting and they questioned that again. Finally, I find it is in its 30 day time frame starting XX/XX/XXXX, I received a resolution on XX/XX/XXXX explaining they were declining my loan mod. However, The amount they showed as income was {>= $1,000,000}, when in reality it is {$8500.00}, because I am not working nor am I collecting unemployment, this is a discrepancy, I called XXXX and they suggested I reach out to you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92672
Submitted Via: Web
Date Sent: 2020-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The mortgage company refuses to mail me my statements in a timely fashion. I did not receive my statement until 5 days before my payment is due.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92008
Submitted Via: Web
Date Sent: 2020-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A