Date Received: 2020-05-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: SPS, Select Portfolio Servicing, purchased my mortgage from the previous lender ( XXXX, XXXX XXXX XXXX ) in 2019. SPS is conducting activities during the payment process designed to deceive the customer, and to cause customers to incur additional fees because of SPS ' intentional delaying tactics. For example, they will not permit me to log in to pay my account until I receive a " verification email '' from them. This is the procedure I have had to endure each month when I try to make my payment, for the past nine months. They say on their web page : " We'll send your code to the email address listed below. Please verify this email and click Continue ... ... Allow time for the email to be sent. We will send it immediately, but other factors determine how quickly you will receive it in your inbox. Be sure to check your SPAM folder if you have one. If you waited but never received an email from us, please contact customer service. " After this page is published they then fail to send the email, at least not until after the online session times out ( Screenshot attached ) or you call customer service and wait on the telephone for an extended period of time, last time was about 40 minutes. Then when you do get a customer service representative on the line, they tell you it is your fault because you " cleared the cache '' on your computer, and that by doing so you have removed their capacity to recognize the computer you are using. As if they have the privilege of determining which compute I might use to make my payment, or how I should operate it! Outrageous! As of this moment it has been just over 35 minutes since I received notice at their website that I should check for an email, and none has arrived. They are trying to generate late fees and service fees by this tactic, and it is simply fraudulent. So far I have managed to spend the time each month to comply with their foot dragging, but it is infuriating.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48035
Submitted Via: Web
Date Sent: 2020-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-08
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I paid my mortgage in XXXX over the automated system as I always do. It wasnt until I was paying for XXXX that I noticed, and it indicated that I had not paid for XXXX. Called to get info about it because I had done things as usual. It was also in XXXX that I noticed the automated system was different. I inquired had they been getting a lot of calls regarding this problem. I have not been late nor was I late in paying my mortgage.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94547
Submitted Via: Web
Date Sent: 2020-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I contacted the SPS mortgage servicing company to request a mortgage loan forbearance due to work closure on XX/XX/XXXX. My mortgage loan was transferred from XXXX XXXX XXXX as of XX/XX/2020. After registering as a new customer with SPS, I immediately asked for a forbearance due to my job situation. I also sent two emails to my account 's Relationship Manager on XX/XX/XXXX and XX/XX/XXXX respectively. Those emails were never returned. I also sent a letter dated XX/XX/XXXX outlining my concerns about the proposed forbearance plan and my objection to the agreement. Although approved for the forbearance, a balloon payment was to be required in month 4 of approximately {$12000.00}. If I am asking for a forbearance now, how does SPS expect me to make a large balloon payment 4 months later? When I called a spoke to an SPS representative, they could only tell me that " some options '' would be available to me within 30 days of the forbearance plan 's end date. I pressed the representative for answers but all I got was excuses and confusion. At that point, I asked that the forbearance plan be cancelled. I told the SPS representative that the CARES ACT does not authorize mortgage lenders or servicers to add on balloon payments at the end of a forbearance period. Again, I received no assistance but excuses. I also made note of the CARES ACT provision within my XX/XX/XXXX correspondence to SPS. SPS has no interest in helping struggling homeowners. I request that your organization hold them accountable for not providing solid solutions for homeowners during this COVID-19 crisis.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30316
Submitted Via: Web
Date Sent: 2020-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have had our monthly payment of {$370.00} automatically withdrawn from our checking account since XXXX XXXX with no issues. On XX/XX/XXXX our credit union XXXX XXXX XXXX XXXX XXXX XXXX contacted me by phone stating Select Portfolio Services , Inc. was attempting to withdraw monthly payment from savings account. I asked XXXX representative to if it could be paid. XXXX representative noticed amount comes out of checking account monthly, we haven't made any adjustments with mortgage company. In XXXX Select Portfolio Services , Inc. attempted to withdraw monthly payment, and again they were attempting to withdraw from saving account. However, this time credit union could reach me, so they rejected payment. Upon speaking with credit union, they informed me Select Portfolio Services , Inc has all the right bank routing numbers and checking account number, but they are coding it on their end as savings account. My wife contacted Select Portfolio Services , Inc. in first part of XXXX and spoke with a representative. During her conversation, she gave representative bank routing number and checking account number, which representative verified were correct. My wife requested them resetting our password because we forgot our log in, representative did. My wife made a payment by phone. In XXXX I received notification from Experian Credit Bureau indicating I had an agency report a negative action, it was Select Portfolio Services , Inc. We received a letter from Select Portfolio Services , Inc. in late XXXX stating payment couldn't be made. I contacted Select Portfolio Services, Inc. on XX/XX/XXXX and spoke with a representative. I explained what happened, he informed me my banking information is coded as a savings account. I reviewed routing number and account number, which were correct, however they are checking account information. He explained the only way it could change to saving account is if we go online and change it. I explained we haven't been online, he stated someone logged onto our account on XXXX XXXX, XXXX at XXXX and changed information from checking to savings. I explained it wasn't my wife or I because we didn't know our log on information. I stopped auto pay through Select Portfolio Services , Inc. and have set up auto payment through our credit union. I requested to make missed payment, representative told me it would be a {$15.00} fee. I disagreed because error was done on their end, he told me I could mail a cashiers check or certified check. I asked to speak with supervisor, when supervisor got on line, she explained same. I asked to speak with her supervisor, and she agreed to wave fee this time. I inquired about credit reporting and she said nothing could be done.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93230
Submitted Via: Web
Date Sent: 2020-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-06
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: Company- Select Portfolio Servicing , Inc . XXXX XXXX XXXX XXXX XXXX XXXX, UT XXXX XX/XX/XXXX I was notified that my credit score had been significantly lowered due to an item reported from Select Portfolio Servicing. I filed a dispute with XXXX challenging the item. XX/XX/XXXX I receive a response from XXXX indicating that the investigation had been completed and Select Portfolio Servicing indicated that the item reported was correct. XX/XX/XXXX I wrote Select Portfolio Servicing and included an image from my Credit Report showing the credit report item being challenged and explained that in XX/XX/XXXX there was a divorce and my ex-wife retained the house and responsibility for making the payments. This item had never appeared on my credit report and was only added within the last 30 days. XX/XX/XXXX I researched the credit report and learned that loan had been modified under a Federal Government Plan. On this date I wrote Select Portfolio Servicing and requested that they provide me proof of being a signatory party to the loan modification. XX/XX/XXXX I wrote Select Portfolio Servicing and provided my Social Security Number and the address for the mortgaged property. Again, I requested that Select Portfolio Servicing provide me proof of being a signatory party to the loan modification. No Response has been received and the item is still on my credit report.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77044
Submitted Via: Web
Date Sent: 2020-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Located in XXXX XXXX XXXX this company engaged in REPEATED CONSUMER FRAUD, violating both Federal and California Consumer Laws. This Fraudster does not credit my mortgage payment paid in the beginning of every month and creates a FRAUDULENT mortgage loan balance forward dating XXXX of each month, without crediting mortgage payment. Did not credit all mortgage payments - including XXXX, 2020 and XX/XX/2020 mortgage payments. This Fraudster did not even comply with First Qualified Written Request. My patient has run out. I will sue this Fraudster on XX/XX/2020, seeking damages and attorneys fees.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92887
Submitted Via: Web
Date Sent: 2020-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX gave me a Loan Modification on XX/XX/XXXX which included Principal Forgiveness. I made all the trial payments. Then I received a letter on XX/XX/XXXX and it stated it was transferring from XXXX XXXX XXXX to Select Portfolio Servicing , Inc.. Select Portfolio Servicing, Inc. then took my Loan Modification and rewrote the Loan Modification with there name on it dated XX/XX/XXXX and referred beck to my original loan in XXXX and added {$150000.00} to the loan amount. Select Portfolio said if I did not sign there Loan Modification note they sent me by XXXX they would do a foreclosure on my home. I was under distress as they yelled at me to sign it. I told them that is not my original Loan Modification that XXXX XXXX gave me and they cant change my original Loan Modification when it has been transferred to them. They said again if I didn't sign the new Loan Modification they gave me with there name on it they would do a foreclosure. I was under so much distress and they threatened me to sign there note.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92308
Submitted Via: Web
Date Sent: 2020-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-05
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: During the COVID 19 Emergency, 1. ) ( SPS ) Select Portfolio Servicing ( AND XXXX XXXX XXXX Trustee ) has refused our request for Forbearance during the COVID 19 Emergency Period on ; XX/XX/2020, XX/XX/2020 ; XX/XX/2020 ; XX/XX/2020 and XX/XX/2020. 2. ) The foreclosing attorney for the Plaintiff, XXXX XXXX, XXXX ( Trustee ) Select Portfolio Servicing on XX/XX/2020, XX/XX/2020 and XX/XX/2020 contacted us via email through our attorney offering us money to vacate our sole/primary residence. We did not ask for a relocation settlement/assistance as this a contested foreclosure. The repeated solicitations for us to vacate our residence using financial enticement of {$10000.00} during the COVID19 Emergency Period is abusive, cruel, reckless and has caused our family severe emotional distress. Servicer : : Select Portfolio Servicing ( Loan # XXXX ) Trustee : : XXXX XXXX, XXXX ( XXXX XXXX XXXX Trust Services ) Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I sent {$1000.00} on XX/XX/XXXX for my XXXX payment. It was clearly marked that XXXX $ was to go towards the payment and XXXX was to go towards principal. Yet, again, for the 3rd month in a row they didnt allocate the money to the correct place. They sent all to principal and sent me a letter telling me I didnt pay my bill and requested a XXXX $ late fee. I have heard that financial institutions start taking advantage of people at the end of their mortgage and I dont appreciate the way they are treating us.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80906
Submitted Via: Web
Date Sent: 2020-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Page 1, Paragraph 4 of my Promissory Note indicates that I have the right to prepay my mortgage with any prepayment charge yet SPS, INC is charging me a Prepayment Change on EACH of my loans ( XXXX & XXXX ) totaling more than {$2000.00} per the last payoff quote. This is not my first complaint on them and this is not the first time they have tried to scam me. I am attaching the Promissory Note they provided in response to a previous complaint, a payoff quote they also provided, and my last monthly statement.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30331
Submitted Via: Web
Date Sent: 2020-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A