Date Received: 2023-09-09
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I accidentally input the corporate XXXX XXXX from the top of my statement instead of the payments XXXX XXXX at the bottom. Called to check on why my payment wasn't applied to my account. They told me they did not receive any payment and to wait a couple days and it should show up. Payment was sent on XX/XX/XXXX, payment was due on XX/XX/XXXX, payment got applied on XX/XX/XXXX. The next month it happened again sent on XX/XX/XXXX and it's still not on my account as of today, XX/XX/XXXX. Not knowing that I inputted it into my bank account with the wrong XXXX XXXX XXXX instead of XXXX. I repeatedly called over and over again to try to solve the problem and they kept telling me they had no record of any payment ever arriving. They told me to call my bank and find out what happened. Later they told me to call my bank and get a proof of payment. after I sent the proof of payment they told me to call the XXXX XXXX. and I'm like What Why is the post office holding my mail only my mail that goes to you. I asked her if she can research what happened last month to my check she said she can't research it because it's not an issue we have your payment from last month. So after numerous telephone calls for 2 months of them trying to give me the runaround and have me call everybody but them. I figured out that I put in the wrong address in my internet banking app. and it went to the headquarters XXXX XXXX XXXX XXXX. They still continue to tell me that they do not have my payment and I should now give them a check number for the check. Not being as stupid as they must think I am. I know if you can find a check number in there that means that you're holding my check and making me pay more interest while you collect money off of my money. I'm smart enough to know that's another gimmick run around. because a million people have the same check number. so I told her check XXXX just to play along, just wonder what she's going to do with that check number? Haha, I just want to know where's my payment and why i s it taking so long to get applied to my account. if you send it to the wrong XXXX XXXX XXXX on the mortgage statement. I can't be the only person who did that. If it wasn't for me checking the mailing address again it would just keep happening forever and everybody would assume my bank takes XXXX to XXXX weeks to get them my money, while taking it out of my account on day XXXX. the second problem wouldn't have happened if somebody would have just let me know that I put the wrong XXXX XXXX on my check. I just want to know when they got my check and realized I had sent it to the wrong XXXX XXXX XXXX why didn't they call me why didn't they call customer service why didn't they put it in the system that it had arrived at the wrong place why did they give me the runaround and make me call XXXX XXXX and try to get me to call the XXXX XXXX it was so frustrating that I couldn't sleep so I'm up writing this letter so I can get some sleep. I just want to know where's my payment and why i XXXX it taking so long to get if you send it to the wrong XXXX XXXX listed on the mortgage statement. I can't be the only XXXX who did that. I had to fight and argue with customer service while they blamed it on everybody but themselves while they had my payment the whole time. YES, my account number listed on the check. I figured why solve the problem when we're making money off charging people interest for XXXX weeks. Where is my check sitting now and who's basket waiting to be sent to the room down the hall. Both addresses are in XXXX XXXX XXXX Utah XXXX just XXXX different XXXX XXXX XXXX. XXXX XXXX one number different, yet they claim still don't have no idea where it's at.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 44052
Submitted Via: Web
Date Sent: 2023-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-07
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: SPS designed a repayment plan that I can not afford, also I can not afford a XXXX dollar a month payment. The repayment plan was designed using incorrect income and expense numbers. Its way to high and I don't understand why they would design a plan that does not fit my budget, wages and expenses. The plan I feel was based on high income numbers, my income has decreased considerably because I have serious XXXX XXXX such as XXXX XXXX XXXX, I want them to change the plan and make it reasonable to what I can afford to pay, all they are doing instead of helping me, is setting me up for failure and foreclosure. I think there lending practices to me is very unprofessional and they refuse to work with me for a solution although they keep telling me that they are going to help. They have not done anything to help me, and I am afraid of losing my home.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 493XX
Submitted Via: Web
Date Sent: 2023-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-07
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I have called and talked to, too many service people so I requested management .... I know have talked to I think three different managers .... I only know their first names they will not give last name... XXXX XXXX XXXX XXXX and XXXX who I had to leave message and still waiting for call back... All and I mean all data from phone conversations should be recorded for them to view, I requested each time for it to be recorded ... ..... I even request for them to read it before we discuss issues... None, none of these people have been receptive on resolving any issues... Most claimed they would send my request and I wait weeks to get the same material over and over... My request is to have them show me my escrow from my insurance, payments and Taxes ... ..Now for all three years, I have been paying... Each time I get the same material that DOES NOT SHOW MY TOTAL ESCROW... It shows the amount I pay each month in the insurance and nothing on my taxes... I ask for the total not a monthly statement that they keep changing .... Now I request all my monthly statement since I have started my payments, I do have most but not all, I want all even the settlement and transfer from my past mortgage holder .... Also I want to be fair, but It has't to be on paper and a clear debit to credit numbers ... .. no letter stating that is our record keeping... It is obvious I believe SPS is skimming small amounts of money from me and I am sure of others as well ... Just from the past three years I think it is over XXXX just me... I can not prove it I can not get the data or correct numbers to assume either way .... I am also looking in getting paid for going through this, they have .... I think the insurance is being manipulated as well .....
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 310XX
Submitted Via: Web
Date Sent: 2023-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-07
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: My brother passed away XX/XX/. I am the executor and sole heir. He had his house mortgaged with Select Portfolio Servicing. I contacted them for payoff on the loan. I wired the money from my bank. They sent a statement which I attached showing XXXX balance on the loan and {$620.00} in escrow. They released the Lien against the house. I contacted them wanting them to send the money in escrow for me to pay properly taxes. They claimed there was no money. Then they said I had to file a dispute, which went on for 60 days. Now they are saying the last payment they drafted from his account was denied for insufficient funds, so that was not included in the payoff amount. I paid what they said to pay and I think they owe me this money to pay for his property taxes, thats what it was for.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 286XX
Submitted Via: Web
Date Sent: 2023-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-06
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Application denials
Consumer Complaint: We have been asking this company where have they been wire transfering our payments to, no answer yet.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60621
Submitted Via: Web
Date Sent: 2023-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-05
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: Select Portfolio Servicing is refusing to disburse funds provided by Insurance company and deposited with SPS Servicing to repair home. Homeowner has done significant repairs for fire damage at homeowners own funds and some funds disbursed by Select Portfolio Servicing. SPS servicing is not disbursing additional funds while collecting interest on the monies they hold while homeowner can not occupy property and forced to continue to pay mortgage.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11743
Submitted Via: Web
Date Sent: 2023-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-05
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Application denials
Consumer Complaint: XXXX received Note from XXXX XXXX XXXX XXXX XXXX received Loan Modification with XXXX becoming our Noteholder and Investor, then XXXX XXXX closed XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX filed Bankruptcy, XXXX # XXXX ( XXXX ), then doing XXXX XXXX XXXX Bankruptcy XXXX XXXX XXXX and extinguished all securitized Bonds back to original date as of XXXX, per United States Security Exchange Commission Quarterly Report for XXXX XXXX XXXX ( Table of Contents Capital Structure and Management XXXX XXXX structure consists of shareholders equity and {$110.00} XXXX of term debt. Term debt of {$130.00} XXXX was issued on the Effective Date. This has subsequently decreased by a net amount of {$14.00} XXXX as a result of principal payments totaling {$23.00} XXXX net of XXXX XXXX which have been issued totaling {$9.00} XXXX. On the Effective Date, all shares of common and preferred equity securities previously issued by XXXX were cancelled and extinguished. As of the Effective Date, and pursuant to XXXX Amended and Restated Articles of Incorporation, XXXX is authorized to issue up to XXXX shares of common stock and up to XXXX shares of preferred stock, each with a par value of {$0.00} per share. As of XX/XX/2013, XXXX shares of XXXX common stock were issued and outstanding ; no shares of its preferred stock are issued ) but XXXX XXXX then filed a Assignment of Mortgage XXXX, and there is no Mortgage, XXXX XXXX XXXX XXXX us a Loan Modification XXXX XXXX XXXX our Noteholder is XXXX since XXXX, and that they can not remove the XXXX because they sold the Serving Rights XXXX, in Error, per conversation with XXXX XXXX XXXX Representative on XXXXXXXX XXXX XXXX XXXX XXXX has acknowledge they are not our Noteholder, but Select Portfolio Servicing who is actually Servicing for XXXX XXXX XXXX refuse to put in paperwork to get Lien Released and to refund all Monies paid plus interest. Per Select Portfolio Servicing ( Account Holder is XXXX XXXX, as Trustee in trust for registered Holders of XXXX XXXX Certificates XXXX XXXX XXXX Also known as XXXX XXXX XXXX XXXX ) .
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60621
Submitted Via: Web
Date Sent: 2023-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-03
Issue: Struggling to pay mortgage
Subissue: Foreclosure
Consumer Complaint: XX/XX/XXXX Dear Sir or Maam On XX/XX/XXXX, I received a letter from Select Portfolio Servicing ( SPS ), stating Beginning with XX/XX/XXXX, monthly mortgage payment, the new mortgage will be payment {$1300.00}. Please note : SPS changed the effective date from XX/XX/XXXX, to XX/XX/XXXX for new payment. The change of effective date was due to ongoing problem with escrow payments since XX/XX/XXXX ( See Attachment A ). SPS Transaction History dated XXXX XXXX show on XX/XX/XXXX, SPS paid the second quarter taxes to XXXX XXXX, NJ ( See Attachment B ). During the month of XX/XX/XXXX, I made two payments toward the mortgage to SPS in the amount of {$2600.00}. The first payment was on XX/XX/XXXX, SPS received a payment of {$2000.00}. Second payment was on XX/XX/XXXX, for a payment of XXXX. SPS subtracted out principal {$400.00} and insurance of {$920.00} from {$2000.00} which left a remain balance of {$660.00}. The remain escrow balance amount of {$660.00} + {$600.00} = {$1200.00}. SPS letter dated XX/XX/XXXX XXXX, Please note ; if there is an escrow balance in your account these funds will be refunded to in 30 days. However, I did not receive the refunded of {$1200.00} ( See Attachment B & E ). On XX/XX/XXXX, I stop making escrow payments due to the ongoing problems and total confusion with escrow payments. The SPS Transaction History date XX/XX/XXXX, and the Escrow Disbursement History dated XX/XX/XXXX, show a payout of {$1200.00}. I did not receive the money and I do not show what happen to the {$1200.00} ( See Attachment B & E ). SPS letter dated XX/XX/XXXX XXXX, Page 1, para 1 : Stated NOTIFICATION OF ESCROW ACCOUNT CLOSEING stated the follow : Accordingly, the payment element for the taxes or insurance or both on your monthly statement will be closed and effective with the XXXX, XXXX payment, your new payment amount well be {$1500.00}. SPS letter dated XX/XX/XXXX XXXX, did not provide any detail and/or cost break down on the payment was {$1500.00} ( See Attachment C ). SPS letter dated XX/XX/XXXX, Page 1, paragraph 2 : Stated the following A negative escrow balance of {$2200.00}. Once this amount is paid to {$00.00} the shortage element of your monthly payment will remove and you will continue payment to just principal and interest ( See Attachment D ). I received a demand letter from SPS for {$2200.00}. On XX/XX/XXXX, SPS paid the second quarter taxes to XXXX XXXX in the amount of {$2700.00}. I stop paying escrow on XX/XX/XXXX, three months after SPS taxes payment on XX/XX/XXXX. However, I am not sure how the {$2200.00} was calculated. Based on what taxes quarter? Based on SPS Transaction History date XX/XX/XXXX, and the Escrow Disbursement History dated XX/XX/XXXX, do not show any missed escrow payments ( See Attachment B & E ). I went back and forth trying to resolve the taxes payment problems. I paid the {$2200.00} escrow shortage on XX/XX/XXXX, trying to resolve the escrow problem ; however, escrow shortage problems only became worse. I never received any detail documentation support and/or explaining the {$2200.00} escrow shortage. The SPS Transaction History date XX/XX/XXXX, and the Escrow Disbursement History dated XX/XX/XXXX, do not show any shortage in escrow. What happen to the money? On XX/XX/XXXX, I spoke with a SPS supervisor, and the supervisor stated all escrow money was used to pay the third quarter taxes for XX/XX/XXXX escrow payments to XXXX XXXX. On XX/XX/XXXX, I called, and I spoke with a representative at XXXX XXXX. The XXXX XXXX representative stated there was no taxes payment to XXXX XXXX for the third quarter taxes for XX/XX/XXXX to XXXX XXXX. XXXX XXXX do not receive the tax bill for XXXX XXXX NJ until the end of XX/XX/XXXX and the taxes bill was just mail out to homeowners. I received my taxes bill on XX/XX/XXXX, from XXXX XXXX and the payment is due XX/XX/XXXX. Therefore, the SPS supervisor is lying, and there were no third quarter taxes payment for XX/XX/XXXX made by SPS to XXXX XXXX. I will be paying the XX/XX/XXXX taxes. The third billing cycle for taxes payment to XXXX XXXX is for the months of XXXX, XXXX, XXXX and XXXX and payment is due on XX/XX/XXXX ( See Attachment B & E ). The last taxes payment was made by SPS on XX/XX/XXXX, by SPS and I stop payment of escrow in XX/XX/XXXX. How did SPS calculate the escrow shortage since on taxes payment is due until XX/XX/XXXX? I paid the Homeowner Insurance in full. I have been harassed and sent demand letters since XX/XX/XXXX this an ongoing problem. SPS is holding {$2200.00} hostage and I want the {$2200.00} return immediately. This is an ongoing problem of mismanagement of money which has had a direct impact on finances problem which has become worse. I am a senior citizen trying to make end meet and SPS have kept the {$3400.00}, please help. I have lost all trust and confidence in SPS. If you have any questions concerning this matter, please free to call me at ( XXXX ) XXXX. Sincerely, XXXX XXXX XXXX Account Number : XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08016
Submitted Via: Web
Date Sent: 2023-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-02
Issue: Struggling to pay mortgage
Subissue: An existing modification, forbearance plan, short sale, or other loss mitigation reli
Consumer Complaint: I was approved for a modification, I went through the trial period, paid accordingly for XXXX then in XXXX I attempted to make my payment by the same method and was not able to. During this time I concurrently applied for a GA Homeowners Asstance Funds Application per my Servicer. I later learned 45 days into the process that this program is subject of an investigation due to some fraudulent activities within the project itself. I received conflicting information from several relationship managers on which avenue would be most beneficial in correcting my default due to covid and the subsequent forbearance exercises. I have sent in many documents proving my income, proving my SS. When the forbearance period ended I made all payments up to date until XXXX, until I was informed I could not make any further payment and that my account was refered to a lawyer. When checking my documents I could call on a Friday and then on Several Days Later, I am asked for more documents. It was under lots of stress, so I reached out to my Congressman on NC and GA. In addition to the aforementioned, during the years of XXXX to present, my daughter was battling a very serious bought of XXXX XXXX, and at that time she was undergoing XXXX and subsequebtly preparing for XXXX for removal of a XXXX XXXX. I did my best to manage all of the issues I was goung through during those years. Concurrently, I also have a brother that is a XXXX XXXX, and was battling a reccurance and also dealing with a XXXX XXXX XXXX that left him XXXX partially, and unable to perform duties as he did before the onset of the XXXX XXXX. A relationship managers has asked if I can catch up with my payments, in which I stated yes am able and have been prepared for this. I was traveling back and forth between my brothers home of XXXX XXXX and my residence in XXXX to ensure that both of my family members were getting proper care.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30315
Submitted Via: Web
Date Sent: 2023-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-01
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Note : This is not a duplicate complaint On XX/XX/XXXX - I contacted the Ombudsman Office at SPS Mortgage Servicing to request proof I initiated a request for them to defer my monthly mortgage payment on my mortgage account in XXXX. Prior to filing my initial complaint, I contacted SPS Mortgage Servicing and requested to speak with a manager about the deferred payment on my account and I was told by XXXX who was the first manager on duty, that I spoke with at SPS when I discovered the payment was deferred and she asked me to provide proof of monthly payments for XXXX, XXXX and XXXX of XXXX, and they would drop the late fees that was on my account, which I did what she asked and I uploaded the proof received from the bank to my complaint I submitted to the CFPB. I spoke with XXXX on XX/XX/XXXX who is in the Ombudsman Office for SPS and I asked XXXX if they can send me proof and I explained that I never contacted SPS to defer a loan payment and I always paid my payment by the end of the month as previously with my previous mortgage servicer XXXX XXXX and XXXX asked me for my phone number because they needed more time to research. I told XXXX that I never requested a deferral and I had been paying my mortgage payment the same way since it was transferred from XXXX XXXX in XXXX to SPS Servicing. XXXX said they would get back to me and I told her that I would call her back on a few days. I called SPS again on Thursday, XX/XX/XXXX, XXXX and I asked to speak with XXXX and XXXX answered the phone and I asked to speak with XXXX and she stated XXXX was on the phone and she could help me and I requested to just wait or call XXXX back since she was familiar with the case to not repeat the story over again to another representative. I called back and XXXX XXXX on XX/XX/XXXX and XXXX answered the phone and I asked to speak with XXXX and he said she was busy with another caller and she requested for me to leave my phone number. I told XXXX that I would call back again before they closed, which I did the following day on Friday, XX/XX/XXXX and I called SPS again to speak with XXXX and she told them to ask for my phone number and I told them that I would prefer to calling her back. I had a doctor 's appointment on Friday afternoon at XXXX and couldn't call XXXX back because it was late when I returned from my appointment. On Saturday, XX/XX/XXXX, I received a letter from SPS stating they would need more time to research the calls on the payment they said that I deferred and they would get back to me in 30 days. In the response to my complaint to the CFPB, the SPS stated they dropped the late fees and that I deferred a loan payment in the amount of {$1600.00}. I am trying to understand why SPS did not provide me evidence that I completed a deferment on my account in their response to the CFPB, and unable to provide proof to me as to why is it taking them 30 days to provide evidence of the call they stated I made requesting the deferred payment, which they should have done when they responded to the initial complaint.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 20003
Submitted Via: Web
Date Sent: 2023-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A