Date Received: 2023-10-13
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: Back on XX/XX/XXXX i sent an application to the lender to keep my property, On XX/XX/XXXX i was approved for a Repayment Plan with a payment with the double amount of my previous monthly payment and i requested to extend the time for my repayment plan to XXXX months and they denied, i am XXXX XXXX XXXX and my wife XXXX XXXX XXXX, we are retire and we make a big effort to pay our home and subsist, eventhough they did not want to extend the time of the repayment so the monthly payment could be less i accepted the terms and started to work more time no matter my age, XXXX weeks after my wife XXXX with XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX ; we went at the XXXX and she got XXXX XXXX, i had to stop working as we do not have children nor family i had to take care of her and started living with our savings so i was not able to make the first payment for the Repayment Plan i was approved for, so i submitted a Dispute on XXXX requesting to be reconsiderated for the repayment plan and on XX/XX/XXXX the Rep called XXXX told me i needed to pay in a one time payment {$25000.00} to see if they can considerate to give me the repayment plan again ; i was not able to make that amount of payment, i am XXXX XXXX XXXX, my XXXX XXXX and we do not have family, i only have to her, i have XXXX jobs to be able to provide a home to my lovely XXXX, so i sent again a Modification Application to see if they can consider me for another option, they approved my Repayment Plan to continue, i had to make my payments on the XXXX of each month, i sent my payment on XXXX and they did not accept my payment cause it was XXXX days later, i did not know there was not grace period, is under the same month, i requested to be considerated to continue with my repayment plan and they are just giving me the option to sale my home. That is not an option, i am retired and elder person, i do not have family, nor another property, if they sell my home, i will need to be homeless as i do not have money to pay another home, i have XXXX jobs to pay my property, and my wife is sick as a consequence for the XXXX XXXX, please help me to keep my home, i will contact the news or send letters to the XXXX XXXX to make this lender give me a real solution. There is not way they quit my home as this is where my wife and i live, please help me!!! They do not give me another option besides to send checks, there should be automatic payments or payment over the phone, things can happen, it would be illegal for them to quit my home for sending my payment only 5 days after the day, i will have to request help on the TVs or XXXX XXXX to keep my property.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95120
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-13
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I am XXXX veteran exempt from property taxes. I have submitted necessary paperwork to SPS for decrease mortgage since property taxes do not apply. However, SPS has not done this since my submission in XX/XX/2023. I have made several attempts to contact SOS for assistance to resolve this issue and nothing has been done. I can not contact to escrow department and neither can persons at XXXX. I have always been told the process will take XXXX days but this has been an issue since XX/XX/2023.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21136
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-13
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Trying to communicate with the company to fix an issue with the application process
Consumer Complaint: Selling a small portion ( XXXX acres ) of woods behind the neighbor 's lot to said neighbor. All partial releases, surveys, appraisals, documents have been met over the last two years ( SPS - Select Portfolio Services - servicer for mortgage loan ) - keeps delaying responses from loan holder - which they forgot to register in MN for over a year .... SPS and investor are stating the I must pay investor in order to get sales approval. A new condition after two years. Remaining property value is 7x asset to remaining mortgage liability. Their request for 35 % payment upon woodland sale on remaining mortgage ( which the CFPB successfully helped me in 2012 with XXXX XXXX ) - although new loan holder is a last-minute condition. My financial advisors ( friends for over 30 years - state they've never heard of the last-minute condition, especially for the high remaining value of the remaining property. I am a XXXX female, XXXX, receiving SS XXXX income only. The property has been in the family for over 80 years and only a small back wooded area ( unbuildable ) is being sold to the neighbors. SPS ombudsmen 's # has been no help : # XXXX. MN mortgage law firm was brought in to help, since SPS is their client and they state they have no control over SPS timing - MN mortgage # XXXX XXXX XXXX XXXX contacts XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 553XX
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-13
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: SPS servicing will NOT allow me to pay my mortgage because my son filed bankruptcy using my address. For one, he is not even on my deed, and two he doesnt even live at my house. He moved 6 years ago. I have been paying on my house for 25 years and this is just ridiculous. They will not tell me how I can pay my payment or what I need to do. I have spoken to a couple different attorneys including my sons bankruptcy attorney and they have said that SPS can not do this even if my son did live with me. The bankruptcy attorney doesnt even know how they would even know about my sons bankruptcy since he is not even on the mortgage. These guys just want to take my house because it is close to payoff. In 25 years, I have never experienced anything like I have with these people.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 231XX
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-13
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: My husband became unemployed as of XX/XX/XXXX. I applied for mortgage assistance pertaining to this issue on XX/XX/XXXX as I was waiting for the state of texas to approve the unemployment claim for my husband. I uploaded all required documents. On XX/XX/XXXX I received a missing information letter from SPS requesting I upload XXXX payslips and 2 months bank account information I uploaded the same day. On XX/XX/XXXX I received a complete assistance package letter. On XX/XX/XXXX I received a missing information letter I received a request for XXXX again and a military leave earnings statement. I had already provided the paystubs and no one in our home is in the military. I uploaded a letter to that effect. On XX/XX/XXXX I received another missing information letter requesting the same information as on XX/XX/XXXX and again on XX/XX/XXXX. On XX/XX/XXXX I received another missing information letter requesting bank account information, and I also received a call from SPS. I spoke with a representative- don't recall her name but she stated there were accounts showing transfers on the bank statements and those statements were needed. Except those accounts belong to my minor children and the transfers were allowance. I wrote a letter to that effect with the ending accounts numbers she had provided.On XX/XX/XXXX I then received a complete assistance package notice. On XXXX I received a missing information letter requesting the same information as as on XX/XX/XXXX. By then a new bank statement was available and I uploaded XX/XX/XXXX. I received another complete package notification on XX/XX/XXXX. And again on XX/XX/XXXX I again received the same missing information letter as on XX/XX/XXXX. I contacted SPS and asked to speak with the relationship XXXX and was told by the gentleman who answered he would leave a message with her. I asked if he could help. I explained I have provided the same information repeatedly and each time am again asked to keep providing it. He said he saw that everything was submitted and would send a message through. I also told him that the letters were generic and if there was some specific information needed it should be clear. On XX/XX/XXXX I received a complete assistance package letter. It is now XX/XX/XXXX and they have again issued a missing information letter. I don't know whether it is incompetence, a deliberate tactic to avoid offering assistance, or if there is some valid information missing. But they have delayed this to the point, where we are almost being forced to default vs working with us until my husband is back to work.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78260
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-13
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: My husband and I have owned our home for close to 20 years. We were doing fine until CXXXX XXXX XXXX XXXX. I was hospitalized for 4 months and near death and it was very traumatic. Due to the income loss from Covid our family was not able to keep up with our monthly mortgage payment to Select Portfolio Servicing. I called them to ask if they had any programs to help homeowners who were financially impacted by Covid and they told me no, they did not have any programs to help. The agent told me that if we were struggling we should just pay the principal and interest and not the escrow for the time being. We took that advice because we did not know about the CARES program or any other options that should have been offered to us and as a result we are now behind about $ XXXX and they have told us we are going to have to reinstate that full amount or they will be starting foreclosure down the road. I am healthy and back to work and my husband recently received a raise and we have the ability to make our regular payment but need help dealing with these late payments -- -we do not have the resources to pay back the full amount and need help. I still dont understand why they obstructed access to the government programs set up for homeowners struggling due to Covid and did not even consider a forbearance or modification or anything. XXXX has worked as an XXXX XXXX for 30 years and I have worked in accounts payable for 20 years. We have raised our family in this home and have always done everything we could to meet our financial obligations. In spring XXXX our county was declared a disaster area. I suffer from XXXX and XXXX and these underlying health conditions severely affected me when I got XXXX and I nearly passed away and spent 4 months in the hospital and was out of work for 6 months. When we called to talk to SPS about our situation and that our financial problems were Covid related I dont understand why their agent denied access to government programs related to Covid hardship that we qualified for, such as the CARES forbearance. Instead we find ourselves behind $ XXXX and in a difficult position without the ability to get caught up. I tried to submit a loan modification application several weeks ago but have not heard any response and based on my past dealings with this company I dont hold out much hope for any type of help from SPS.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95377
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: The Mortgage Holder SPS Got My Mortgage From XXXX XXXX, XXXX XXXX XXXX. The Present Company SPS Are Worse Than XXXX XXXX. I Lost My Business In 2020. Pandemic. Since Then It Has Been A Nightmare. XXXX XXXX XXXX XXXX XXXXXXXXXXXX XXXX XXXX XXXX, The Balance On Loan Is Going No Where. Help Please
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: My mortgage company has incorrectly purchased flood insurance and added it to my escrow account. This has resulted in multiple phone calls trying to get the amount that was charged reversed and refunded. I have provided official and sufficient documentation from XXXX stating that I am not located in a flood zone. This was provided to my mortgage company in late XXXX, I received confirmation that they received the documentation, yet they proceeded to charge me flood insurance. This has caused my mortgage/escrow payment to increase by almost {$500.00} a month ( {$470.00} to be exact ). And they used money from my escrow account to purchase the initial flood insurance, plus monthly payments ( over an additional {$2000.00} in total ). As mentioned earlier, I have called MANY times to get this resolved, each time a customer service rep assures me that this will be taken care of, but the issue still persists. The most recent customer service ticket I made began on XX/XX/2023, after receiving an escrow account analysis which increased my monthly payment ( starting in XXXX ). I opened the ticket and was told that I would receive an update within a week, I called again on XX/XX/2023, the rep then told me I had to wait at most XXXX business days - I escalated this call to a supervisor who told me my ticket status was " pending '' and to call back. I now called again on XX/XX/2023, asked to speak to a supervisor who told me that my status was " pending '' still. There has not been any progress on my ticket even after XXXX business days. Each day that passes without this being resolved is closer to the due date of my " new '' mortgage payments. Again, this flood insurance should have never been added/charged to my account and my lender company continues to passively address this issue with no resolution. This is absolutely absurd, there is no reason I should have to pay extra money for the carelessness of my mortgage lender. I have also just noticed that they lied on my escrow account stating that my current payment is {$1900.00} when it is actually {$1400.00}. I have circled in my XXXX & XXXX statement my current payments. And provided a copy of the escrow analysis which incorrectly states current payment as {$1900.00} as my current payment. This is another example of their carelessness & just flatly incorrect documentation and processes.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33014
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-08
Issue: Struggling to pay mortgage
Subissue: Foreclosure
Consumer Complaint: Please provide the information we need to keep your complaint moving. We need your help to : Clarify the details of your complaint by phone. Please Provide : The information needed by calling us. In most cases you can answer this information request on this page by submitting documentation with the needed information below. In other cases, you may need to call us. If we have asked you to call us, please contact us at ( XXXX ) XXXX, XXXX XXXX - XXXX XXXX Eastern, Monday Friday. Be prepared to provide your complaint number, contact information, and the information requested above. If we dont receive the needed information from you within 45 days, we will have to close this complaint. The sooner we hear back from you, the sooner well be able to move forward with your complaint. Include copies or photos of documents related to your issue such as contracts, statements, letters, and receipts. Once you submit your info request response, we will forward all materials to the company for review. These attachments will not be added to your complaint until you submit your response using the Submit information request response button below. Due to congestive XXXX XXXX and shortness of breath I am unable to talk on the phone, I hope you don't use this against me. I don't have long to live because my blood blow is decreasing and I can not believe you accepted SPS response, I offered a plan but apparently you and SPS rejected it, I can not afford the high payments because I am on a medication remedy per doctors and the medicine is very expensive. Please I don't know how much clearer I can be, what kind of answers are you looking for, in the resolution box I offered to pay XXXX dollars a month until I get straightened out. I was hoping you would help me. To clarify what I want is the following : A lower repayment plan that I can afford. A new refinance with a lower interest rate. That I want to keep my home and avoid foreclosure. Have SPS come up with some options as stated in two of their emails sent to me. Follow through with XXXX assistance form. Call my doctors to hear their explanation of my XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 493XX
Submitted Via: Web
Date Sent: 2023-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-07
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: SPS mortgage continues to harass me by not posting my payments correctly. Ive already called them three times ( this round of problems ) asking them to back out the principal payments and post my advance payments. They also have collected impounds from me which is in my modification agreement, but they have decided to collect extra money and they told me that they could do that under the law nothing being sent to me no notification. My modification amount was 3800 monthly my payments now {$4000.00}. Theyre non-responsive with phone calls. They have told me that they can take whatever extra money they want. I am now trying to sell my house because Ive been so harassed by the lender. I feel that my age is a factor with their discrimination.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A