Date Received: 2020-05-05
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have applied for a Hardship Loan Modification to reduce my Loan Rate from 7 % to 3-4 %. Select Portfolio Servicing and XXXX XXXX are intentionally violating the Law by NOT reducing the Loan Rate from 7 % to 3-4 %.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
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: 2020-05-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I became deliquent with my mortgage in XXXX and was unable to qualify for a modification. In researching I discovered that XXXX XXXX had a program for a partial reinstatement payment for properties in foreclosure. I requested this program from XXXX XXXX but was told that no such program existed, although I sent them XXXX XXXX documentation for this program. I reached out to XXXX XXXX and requested that they intervene, which they did. XXXX XXXX ( Case # XXXX ) had them place the foreclosure on hold while a partial reinstatment plan was established. The plan was to include a lump sum payment, by me, to bring the past due balance down to a manageable monthly payment. During this time I received a letter from XXXX XXXX that the loan had been transferred. When I called and spoke to XXXX XXXX of XXXX XXXX I was told that it had not been transferred and I would be receiving a letter. I received correspodence from XXXX XXXX on XX/XX/XXXX stating that the partial reinstatement plan was in review. However, the loan had been transferred to Select Portfolio Servicing and took effect on XXXX. I went through another loss mitigation application process with SPS which was denied. I appealed and in my appeal I requested the partial reinstatement plan and furthermore provided them with documentation from XXXX XXXX. I also expressed that I had been working with XXXX XXXX on a partial reinstatement plan. It is my understanding that when a loan is transferred to a new servicer, the new servicer is to consider the workout plan between the borrower and the previous servicer. SPS has not given me that opportunity. At this point they are only giving me the option to fully reinstate although XXXX XXXX has a program for my situation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 306XX
Submitted Via: Web
Date Sent: 2020-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I applied for XXXX request for mortgage assistance since XX/XX/XXXX. Ive call weekly asking for updates documents stating The Underwriters requesting this. I send the documents. XXXX submitted XX/XX/XXXX XX/XX/XXXX and current XX/XX/XXXX. The current XXXX XX/XX/XXXX. SPS asked me to submit a new application in XXXX because it was cut off. I am not sure how the application is not legible when it is uploaded in their secure system to submit documents. As I continued to submit document during the XXXX the have been moving ahead with a FORECLOSURE SALE. Dual tracking violation!! I did not feel comfortable submitting a new application as this would start a new day on the application. So I keep my application from XX/XX/XXXX. SPS hires attorney XXXX NC sent inspectors to my home for violations, hired a realtor XX/XX/XXXX took pictures of my property, and valuation reports. Yet they assured me the XXXX loan modification was being processed while they have been XXXX. DUAL TRACKING VIOLATION. On XX/XX/XXXX, Attorney FC Foreclosure fee {$400.00} was added to my detail summary and a Forbearance was approve XX/XX/XXXX and a FORECLOSE sale date. I am confused .I have asked repeated questions that have been purposely unanswered. XX/XX/XXXX I received a FORECLOSURE SALE date. An SPS Consumer Affairs Representative XXXX called approx. XXXX XXXX, Wednesday, XX/XX/XXXX, and tried to coerce me to remove my Mortgage Loan Modification application, aka XXXX. XXXX stated that I needed to cancel my modification application for the forbearance to be active. She then stated I could choose a forbearance. The only thing she would require is for me to cancel my modification application dated XX/XX/XXXX. During the conversation XXXX acted like she did not know anything about the FORECLOSURE. This is a Dual tracking law violation! XXXX WANTED ME TO REMOVE THE MODIFICATION? I am documenting the companies behavior as this may help other consumers prevent fraudulent foreclosures during XXXX application. My spouse did not respond. After filing the proper paperwork to protect my home SPS has listed my home on XXXX and XXXX websites. I am requesting this information to be removed immediately. AS AN ESSENTIAL XXXX WORKER DURING COVID 19 THIS IS UNFAIR TO HARASS A CONSUMER AND NOT PROVIDE CLEAR PROPER COMMUNICATION.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-03
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX refinanced mortgage with XXXX XXXX {$120000.00} Ownership of the loan was transferred to XXXX XXXX XXXX XX/XX/XXXX the loan was modified and new monthly payment amount began XX/XX/XXXX. The monthly payment amount changed ( reduced ) and the maturity date moved from XXXX to XX/XX/XXXX. XX/XX/XXXX ownership of the mortgage was transferred to XXXX XXXX XXXX XXXX XXXX. The lenders information is currently listed as Select Portfolio Servicing , Inc., ( SPS ), XXXX. XXXX XXXX, XXXX XXXX XXXX, UT XXXX The terms of the original loan modified monthly payment amounts applied to principal and interest after a ten year period ; applying a larger amount to principal. Fifteen years from original loan, a greater portion of monthly payment is being applied to interest. It is mathematically impossible for the total to be paid ; as of XX/XX/XXXX The ending balance is listed as {$88000.00} ; explanation of amount due XX/XX/XXXX : Principal= {$320.00} Interest= {$360.00} Regular Monthly Payment= {$680.00} When I phoned SPS, I was told there wasnt anything they could do, they only service the loan. Any assistance you can provide in resolution of this matter, is greatly appreciated. Sincerely, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I called my mortgage company in XXXX and they agreed to the forbearance for XXXX and XXXX but they are telling me a lump sum will be due in XXXX. They sent another email as shown below. When I called they were only authorizing the forebearance with balloon payment due in XXXX with no additional offerings. Information Regarding COVID-19 You previously informed us of your inability to make your monthly mortgage payment as a result of impact from COVID-19. We want to stay in touch to identify any changes to your circumstances as the situation evolves. The federal government has issued a reminder that payment relief does not erase what you owe you will have to repay any missed or reduced payments in the future. If you can pay your mortgage payment you should continue to do so. Each payment you make will reduce the total outstanding balance due later. You can resume making payments at any time while still receiving protection from late charges and negative credit reporting. You do not need to cancel your payment relief agreement in order to start making payments. To resume making payments, simply log in to your account at www.spservicing.com and select the make a payment option, or call one of our Customer Care Experts at ( XXXX ) XXXX. As always your other payment options are also available through bill pay at your bank, XXXX XXXX, or mail your payment to the address below. Payment Address : Select Portfolio Servicing , Inc . XXXX XXXX XXXX XXXX XXXX XXXX, UT XXXX Customer Care Experts are available Monday through Thursday between the hours of XXXX XXXX. and XXXX XXXX., Friday from XXXX XXXX. to XXXX XXXX., and Saturday from XXXX XXXX. to XXXX XXXX., Eastern Time. Sincerely
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30236
Submitted Via: Web
Date Sent: 2020-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Submitted mortgage assistance request with financials XX/XX/2020 to Select Port Folio. Received mortgage assistance denial XX/XX/2020 from Select Port Folio. I feel my mortgage servicer did not review my request for help and they are not following the CFPB guideline for mortgage assistance requests. The documents received from my mortgage servicer with the denial notification stated I had 30 days to appeal the mortgage assistance denial. My property is set for a foreclosure sale XXXX XXXX and I was not given the 30 days for the appeal process to be completed. Spoke with XXXX Select Port Folio Supervisor in regards to this foreclosure and the mortgage assistance request she informed me that the mortgage assistance appeal was being reviewed, but they had not post pone the property foreclosure sale. Why is the foreclosure still pending and the mortgage company has not finalized the processing of my request.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 38125
Submitted Via: Web
Date Sent: 2020-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Week of XX/XX/2020 : I started refinancing my loan back in XX/XX/2020, we were able to close documents with my new lender on XX/XX/2020. At that point my new lender said that they have made the property taxes payment for me to my county, and just follow up with Select Portfolio Servicing , Inc. ( SPS ) to collect " my '' property taxes money since most likely the county would have declined their payment since XXXX XXXXXXXX XXXX did not want to end up with a double payment. I started my phone calls with SPS to " try '' to collect my property taxes money, the representative that I talked to was very friendly and had good customer service skills ; however, did not have any knowledge of the process, the representative made a note on my account, and I called the following week to get a status. The week of XX/XX/XXXX, I called SPS back, and I talked to another friendly representative, but I could tell that unfortunately this represetative could not answer my questions, so I asked to talk to a supervisor. I was transferred to XXXX, one of the SPS 's supervisors, I explained the situation to XXXX, and he promised to call me back in a week ( I never received the phone call from XXXX ). Week of XX/XX/2020 : I decided to call the week of XX/XX/XXXX to follow up, and I asked for XXXX XXXX no one new who XXXX was! ). I requested to get transferred to another supervisor, and I was transferred to XXXX. I once again, repeat the story to XXXX, she said she would call me back in 72 hours ( that call never happened! ), instead I received a voice mail from a guy named XXXX from the " tax department '' from SPS, stating that the property taxes payment was made by SPS on XX/XX/2020. I did not believe XXXX, and I decided to call my county as soon as I received the voice mail from XXXX to ask for more information ; my county told me that they did not receive the payment from SPS ( or XXXX in this case since they are the third party tax servicing that makes the property taxes on behalf of SPS XXXX, and they received the payment from my current lender in XX/XX/2020 ( what XXXX did, he went online and review my account and realized there was a payment made on XX/XX/2020 ; however, XXXX NEVER took the time to do his homework a little more and try to figure out if the money was from SPS XXXX XXXX XXXX. SPS lie to me on my face! ) ) Week of XX/XX/2020 I called back the week of XX/XX/XXXX, and I requested to speak with XXXX, I was told XXXX was not available to talk to me, I then requested to talk to another supervisor, and I was transferred to XXXX. Once again, I repeated myself to XXXX and " I was asked '' by XXXX to call my county to confirm what I was saying " was not a lie. '' I called my county and I was able to reach a nice lady named XXXX, I asked XXXX if it was ok for her to have a conference call with SPS ( XXXX XXXX, and XXXX said yes. XXXX talked to XXXX and explained that the payment did not come from SPS XXXX XXXX XXXX, but it came from my current lender. I asked XXXX if she was satisfied with XXXX 's answer from the XXXX XXXX XXXX tax collector department, XXXX said that SPS needed to do more research, and she promised a call back in 5 days ( the phone call never occurred! ) Week of XX/XX/2020 : I called back the week of XX/XX/XXXX to follow up and get an answer from anyone at this point, none of the representatives transfer me to a supervisor, I called SPS multiple times to get in touch with XXXX or XXXX and I was told that the could not transfer phone calls directly to supervisors because sometimes they were busy, I kept trying and failed all the time to talk to a supervisor. I was told there was a dispute open on my account ( a dispute when SPS owes my money????? ) In summary, I NEVER received any phone call from XXXX, XXXX, or XXXX. I found this to be extremely unprofessional, frustrating, and annoying. Week of XX/XX/2020 : On XX/XX/XXXX, I decided to call a lawyer to get some legal advice about this terrible customer service from SPS. The lawyer could not understand why I was the middle man for SPS and why I was making all these phone calls to everyone ( the answer is simple, I want my money back! ) The lawyer said that it is unlawful for SPS to give me the round around and to hold the funds! He could not understand the lack of information, training, and professionalism from SPS. XX/XX/2020 : Today XX/XX/2020, I called SPS to get an update and requested to get transferred to a supervisor, and I was transferred to XXXX. Per XXXX, SPS already received the funds from the third party tax company that pay the property taxes for SPS ( XXXX, this is a month a half later and many, many phone calls from me to find out where my money is, and making conference calls between my county and the SPS supervisors! .... incredible! ) XXXX said that the funds will be sent to me sometime this month ( sometime this month? seriously, that money must be sent to me asap. ) The level of unprofessionalism, lack of information, and the unlawful way I was treated by SPS is out of this world. I really hope SPS is not treating the rest of its customers the way I was treated and the way I am treated. I want to request for these funds to be sent to me ASAP and stop holding these funds and stop giving me the round around, it's been a month of a half of this. I did all the work for SPS.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94565
Submitted Via: Web
Date Sent: 2020-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: SPS Servicing has XXXX on their staff who are tricking customers into revealing information and prying into the personal business of consumers and then assigning relationship managers who are overriding company communications such as covid deferrals to say they are foreclosing. The automated system states the deferral was approved whereas they are sending foreclosure letters and XXXX dealing XXXX are destroying the American dream when people need time.
Company Response:
State: GA
Zip: 30058
Submitted Via: Web
Date Sent: 2020-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The foreclosure of my home happened while no notices were ever sent to me, nor was ever posted on any part of my residence, I hereby accuse XXXX XXXX XXXX XXXX XXXX and the law offices of XXXX XXXX, XXXX of violating all foreclosure law and procedures. I have nor had any knowledge of foreclosure activities against me or my property until a change of ownership notice was left taped on my front door. I strongly believe the lender and its trustee have broken the law by foreclosing on a property with any Debt validation nor any proper foreclosure notices at stipulated by California civil code 2924. ( a ) through ( F )
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92503
Submitted Via: Web
Date Sent: 2020-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-28
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: Since XX/XX/2016 Select Portfolio Servicing , Inc along with their 3rd party debt collector XXXX XXXX XXXX, XXXX have relentlessly attempted to foreclose on my property without the proper authority to do so. Select Portfolio Servicing, Inc has insisted for years that they are the mortgage servicer for my loan ; and that they work on behalf of XXXX XXXX XXXX XXXX XXXX XXXX. Whom they purport to be the owner of the mortgage loan and property. Which is not true. I contacted XXXX XXXX XXXX XXXX XXXX XXXXXXXX and they have told me on three different occasions that they do not own the loan or the property and NEVER HAVE owned the loan or the property. In the state of Georgia ONLY THE SECURED CREDITOR can foreclose on a property. Select Portfolio Servicing , Inc has stated in several documents that they work for XXXX XXXX XXXX XXXX XXXX XXXX and that their firm is the servicer on behalf of the owner of the loan/property ; XXXX XXXX XXXX XXXX XXXX XXXX. Select Portfolio Servicing, Inc then hires XXXX XXXX XXXX, XXXX to foreclose on the loan. I have sent several emails and certified mailing packages to both firms showing that XXXX XXXX XXXX XXXX XXXX XXXX states that they do not own the loan or the property. Instead of suspending the foreclosure sale to validate their claim XXXX XXXX XXXX, XXXX usually attempts to go forward with the foreclosure sale. XXXX XXXX XXXX, XXXX along with Select Portfolio Servicing , Inc on several occasions has attempted to steal my property knowing that either entity works on behalf of the secured creditor and or parties with true interest in the loan or property. XXXX XXXX XXXX, XXXX have gone as far as submitting themselves into the record of the Bankruptcy Courts on behalf of XXXX XXXX XXXX XXXX XXXX XXXX claiming to be/represent XXXX XXXX XXXX XXXX XXXX XXXX as legal counsel to lift the stay of federal protection so they can steal my property without representing the true secured creditor. Both firms are violating Georgia 's Foreclosure statues as well as the FDCPA, Privacy Act, Bankruptcy Codes and basic Constitutional rights recognized by all courts of law. Their actions in my opinion are criminal. Theft by taking, false representation, misrepresentation and acting as legal council for an entity that does not have interest in the loan/property and the list goes on. This is insane. They are even attempting to foreclose once again during a Pandemic. Knowing that neither party truly represents the owner of the mortgage loan. At best this is evil as they are using a vulnerable time for most Americans as an attempt to weaken my ability to fight this WRONGFUL FORECLOSURE. In this complaint I would like a response from both parties explaining why they continue to foreclose knowing that both firms do not represent the true creditor. Please note all documents to substantiate all claims above are attached. Cordially, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30068
Submitted Via: Web
Date Sent: 2020-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A