Date Received: 2024-02-27
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: XXXX. Since XXXX, I have applied for an assumption and modification, even loan forgiveness or forbearance, and followed the requests of Select Portfolio Servicing ( SPS ). XXXX. SPS has failed to review my applications for loss mitigation within 30 days for nearly 10 years since my divorce and overcharged me with excessive fees for monthly valuations. XXXX. They also delayed processing my requests causing me extensive harm with prolonged deliquencises, and late fees causing financial injury now. If they processed and completed my package in XXXX, even in XXXX, I would not face financial injury today. A {$510000.00} loan in XXXX is now nearly with a balance of {$800000.00}. XXXX. Like clockwork, and as listed in my previous complaint in XXXX, I received a notice my application was complete, and then XXXX weeks later, they sent a letter asking for more information. I have complied with all requests. XXXX. On XX/XX/XXXX, I was sent a notice for Required Information stating the information was insufficient, after yet another completed package notice for review over 30 days. XXXX. SPS was unable to determine my pay frequency based on documents uploaded on their system by me in XX/XX/XXXX with a deadline to respond by XXXX XX/XX/XXXX. XXXX. On XX/XX/XXXX, I logged in to the SPS system to upload my documents. I noticed another letter dated XXXX XXXX. I was not notified of this document by email or mail. XXXX. The letter was a payment plan that included an excess of fees and excess fines for valuations nearly every month. XXXX. I called SPS to ask why the payment plan was made during the time of applying for the modification at the same time. Why did they do a payment plan on an incomplete application, according to their records? The customer service rep from SPS was just as confused. When she came back she said it was final, I needed to accept it or my house would be foreclosed ; I had no choice but better comply. Sounds a bit threatening. XXXX. I asked for a forbearance, loan forgiveness, or deferral, and she said no that the lean holder does not do that. The loan holder is XXXX XXXX, and the rep did not tell the truth as XXXX XXXX offers these for their customers. https : XXXX XXXX. I then asked for an itemization of the calculations and how they came to the payment. I was told, " No. '' They would not allow me an itemization of what I was paying for and why it was so high. XXXX. SPS continued to send people to my house with notices for collection even though they had my email and contact numbers. XXXX. In conclusion, SPS has failed to review my applications for loss mitigation within 30 days for nearly 10 years since my divorce, overcharged me with excessive fees for monthly valuations, denied all levels of assistance under the guidance of XXXX Bank, denied an itemization of all charges, and threatened to pay or else I would lose my home.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 210XX
Submitted Via: Web
Date Sent: 2024-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-26
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: I am in danger of losing my house to foreclosure because my bank has refused to negotiate in good faith and offer reasonable options to resolve the matter. I had no problem making my regular mortgage payment until Covid hit my county and I lost my job because the roofing company I worked for did not have any business. This was in early XXXX, and I scraped together what I could to continue making my payment and even drained my XXXX. Eventually I was out of money and I tried to get Select Portfolio Servicing to help me because of my Covid income loss. When I spoke with their agents they did not offer me the CARES forbearance, instead they told me I had to fill out the Covid relief package. I filled it out and sent it in fed ex and the tracking system showed it was received but SPS said they never got it. That was the beginning of a 2 year debacle with them that has led me into foreclosure. I work as a XXXX XXXX for a large commercial roofing company and make a solid living. I first ran into problems with SPS in XXXX when I received a notice that I was 60 days behind, even though I sent a cashiers check by XXXX XXXX to SPSto take care of the mortgage payment for over a year but somehow multiple payments were misplaced even though I had a tracking receipt that showed they DID receive the payment. I was able to track through my bank and saw that they never deposited the cashiers checks so I had them voided and caught up but this was concerning. Then the pandemic hit and my company lost basically all of our business and they had to let me go. I did my best to keep up but when I could no longer make the payments and asked for help I did not know that there was a CARES forbearance offered by the government to help borrowers in my situation. Instead their agents told me they would send me out the Covid relief package. I quickly got the paperwork together and sent it back and then I followed up with them XXXX weeks later to follow up but theagents said sorry, we dont have anything with your name on it. However I had the tracking receipt that showed that it WAS received by SPS. So I sent it again also fed ex and again I was told the same thing. It was never received, even though the tracking says it was received and signed for. I continued to try and work with them while out pounding the pavement looking for a job every day but could not make any progress with SPS for months. Eventually I found a new job and was back on my feet and wanted to try and resume making mortgage payments and was told that the relationship manager would call me back to discuss my case. Well this never happened, and when I tried to make a mortgage payment I was told they would not accept anything less than the full past due amount. I was so frustrated I hired a company to help me apply for a modification with SPS and they told me they submitted the paperwork and SPS would not review my information and there were no options to resolve this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MS
Zip: 39440
Submitted Via: Web
Date Sent: 2024-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-26
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: In XXXX, I submitted a complaint to cfpb about Select Portfolio Service reporting my account as over 90 days late due to an error that their agent made in XX/XX/2023. The issue was fixed with my credit. Now, I am getting calls that my mortgage is late again. I have never missed a principal plus interest payment since my mortgage has been with SPS. I have questioned and continue to question the balance of the escrow account. The monthly estimate is too high. I need my mortgage account to be corrected and show that I am not late. See complaint XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23608
Submitted Via: Web
Date Sent: 2024-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-24
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: My mortgage was transferred to SPS a while back, after 15+ years with XXXX XXXX XXXX XXXX We received communication the end of last year, that in XXXX our payment would go up {$420.00} starting in XXXX. It went up over {$600.00}. I have sent many, many requests to their Ombudsman to receive a copy of the correspondence they sent out showing that my payment would go up {$600.00}, however they have not been able to provide that to me. They did have one person call me that was very rude and condescending, schooling me in mortgage loans and escrow ( I have been paying mortgage loans for 40+ years, I already know how they work ), She just continued to talk over me and be very rude. I asked her where I got in writing that it would go up over {$600.00}. She could not tell me and I told her I would send the correspondence I got, I even highlighted where it said {$420.00} and I have not gotten a response back. With my correspondence, I let them know that I can not take phone calls, I work a very hectic job of 50+ hours a week and can not take calls. Oh by the way, my job is working with loans, so I do know how they work. They have tried calling me twice, despite my telling them multiple times I can not take calls, and then I get an email after each call stating " they have been trying to reach me ''. That is so bogus, it is not even funny. All I am asking for is a copy of what they sent to me, letting me know that my payment would go up $ XXXX, and to show me why the difference from what I got in XXXX, and provided I agree, I will let this go. In the meantime I get two phone calls from them that I have told them I can not take. I would love to have resolution to this issue, but can't seem to get there. Please help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55347
Submitted Via: Web
Date Sent: 2024-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-22
Issue: Struggling to pay mortgage
Subissue: Foreclosure
Consumer Complaint: Im truly sorry to hear about your health challenges and the financial strain theyve caused. XXXX XXXX XXXX can be incredibly difficult to manage, especially when it affects your ability to work and keep up with mortgage payments. Its essential to prioritize your health and well-being during this time. Here are some steps you might consider taking : Contact Your Mortgage Servicer : Reach out to your mortgage servicer as soon as possible. Explain your situation, including your health condition and recent XXXX They may be able to offer temporary relief or work out a modified payment plan. Explore Loan Modification Options : Forbearance : If youre temporarily unable to make payments, ask about forbearance. This allows you to pause or reduce payments for a specific period. Loan Modification : In some cases, lenders can modify your loan terms to make payments more manageable. This could involve extending the loan term, lowering the interest rate, or adjusting the monthly payment. Seek Legal Assistance : Consider consulting with a housing counselor or an attorney who specializes in foreclosure prevention. They can guide you through available options and advocate on your behalf. Health and Well-Being First : Remember that your health is the top priority. Stress and financial worries can exacerbate health conditions. Take care of yourself, and seek medical attention promptly when needed. Community Resources : Look into local resources, charities, or nonprofit organizations that provide assistance to homeowners facing financial hardship. They may offer grants, counseling, or emergency funds. Avoid Scams : Be cautious of anyone promising quick fixes or asking for upfront fees. Unfortunately, there are scams targeting vulnerable homeowners. Stick to reputable sources and organizations. Remember, youre not alone in this. Many people face similar challenges, and there are resources available to help. Reach out to professionals who can guide you through the process and explore all available options. Wishing you strength and resilience during this difficult time. This is an urgent message to my mortgage company : The purpose of this letter is to let SPS know that I returned to the XXXX XXXX XXXX XXXX XXXXXXXX, in addition to let you know that I do not have anyone to take care of my finances for me, no third party or power of attorneyXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX This I feel should explain in detail why I have been late on all of my payments ; I have spent most of XXXX and XXXX in the XXXX and have no one to take care of any of my finances. My wife can not not handle the finances, she suffered a massive XXXX, she can not XXXX XXXX XXXX or do anything, it's been tough while I am in the XXXX We ae asking our creditors to be patience with us, I will take care of our bills one at a time because our funds our limited, mainly due to medical and prescription costs that have increased significantly. I am unable to make any payments on these accounts in a timely manner due to lack of cash flow because of losing my job, the prescriptions I take are very expensive as the doctors have me on a medication remedy. Since I had no one to cover for me while I remain back into the XXXX I am asking for patience and for my creditors to work with me to see if we can set up some kind of payment arrangement. I am asking for help from all of you, please work with me. Please note that due to serious breathing issues, I am unable to talk on the phone about these outstanding bills, the XXXX XXXXXXXX XXXX has taken over my life. Below is a history of my health situation which explains why I am late on my payments : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 493XX
Submitted Via: Web
Date Sent: 2024-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-22
Issue: Struggling to pay mortgage
Subissue: An existing modification, forbearance plan, short sale, or other loss mitigation reli
Consumer Complaint: SO CALLED UNEMPLOYMENT MOD APPROVED PUT HAVE TO PAY ALMOST XXXX AND XXXX AFTER???? WHAT KING OF UNEMPLOYMENT MOD IS THIS!!!!!!!!!!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95835
Submitted Via: Web
Date Sent: 2024-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-22
Issue: Trouble during payment process
Subissue: Fees charged
Consumer Complaint: XX/XX/2024 : SPS claimed that I have a mortgage of {$660000.00}, alleged monthly payment of {$5400.00}. They once again charged me {$5.00}, for paying this monthly amount. I repeatedly asked them why they charge it, and they said it is for a service. I repeatedly asked what service that was, and they dont seem to have answered the question, and then repeatedly said it is a policy. I then asked what policy it was, if it was in the penal code, and where it is. They then apparently said that it was a policy for the company and its employees. I am not an SPS employee, so, SPS has confirmed, on XX/XX/2024, that I can keep my house and I dont have to pay them any money. I would like SPS to send they can send this to the address tied to the account a letter re-confirming this statement on the phone -- that I need not pay them any more money as I am not interested in their $ XXXX service, and therefore, that the {$660000.00} amount they stated is not tied to my property on XXXX XXXX XXXX They stated that even if I paid via their mobile app, then, I would still be charged this fee. Regardless, since I no longer have to pay any money to SPS, I am seeking that letter re-confirming I need not pay them any more money. I would also like a refund of all payments of {$5400.00} made to them as I do not require a service that charges me money to make payments.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11374
Submitted Via: Web
Date Sent: 2024-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-21
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: Recently, I was informed by credit bureaus that my credit may be negatively impacted. I then log on to my XXXX account page to discover that my mortgage bank Select Portfolio Servicing ( SPS ) added about three ( 3 ) thousand dollars to my mortgage account. I then reached out to SPS on XX/XX/XXXX but did not receive a reply nor explanation. My home is worth about {$400000.00}. I am XXXX and XXXX veteran & XXXX XXXX, an entrepreneur with a home office for [ XXXX : XXXX ]. My business was decimated by the pandemic, and I am barely keeping it afloat - out of pocket. I am also a XXXX senior on a fixed income and on top of this mortgage concern my HOA board of directors threatened foreclosure with collection fees on top of the arrears. I purchased my home after it was completed in XXXX. My mortgage payments and property taxes are current and up to date. The threat by XXXX and the HOA Board of Directors for The Crossing at XXXX XXXX to ( CFPB # XXXX but referred me to OAG TX ) foreclosure seems a bit over the top for a debt of approx., {$1100.00} minus the collection fees? In short, my bank added about {$3000.00} to my mortgage account throwing my monthly household budget off and in addition my HOA board declined my monthly XXXX payments citing that the automatic payment set up was for XXXX in error? Supporting document available upon request that my bank pay setup was and is active? The HOA now threatens foreclosure? I cut and pasted my correspondences to SPS and HOA management below : >Start SPS Select Portfolio Servicing , Inc . Attn : Consumer Ombudsman XXXX XXXX XXXX XXXX XXXX XXXX, UT XXXX RE : Relationship XXXX : XXXX XXXX XXXX XXXX Relationship Manager : XXXX XXXX XXXX XXXX XXXX I am writing to inform SPS that I just received a tax bill from XXXX XXXX XXXX XXXX XXXX I am not sure why. Would you please look into this so that I am no penalized for not paying XXXX XXXX property taxes? And the credit bureaus are reporting a negative impact to my credit report. I then reviewed my SPS account and found that SPS added about {$3000.00} to my account. Please have my relationship managers to explain why this debt was added to my mortgage loan? XXXX XXXX XXXX Real Manage CFPB # XXXX was also filed by me in regards to my HOA. I used my XXXX bill pay to pay HOA dues to XXXX ( the company ) in XXXX. I missed a few payments and fell behind when my mortgage, insurance premiums abruptly skyrocketed in price. However, the XXXX auto pay feature remained active and even as I file this complaint it is still active. On or about XX/XX/XXXX the company informed me that my payments were overdue and when I inquired they claimed that auto pay was set for XXXX. My concern is whether or not these events are a coincidence? * '' XX/XX/XXXX correspondence : On XXXX, XX/XX/XXXX at XXXX XXXX XXXX, XXXX wrote : Good Morning, I checked your ACH setup, and it was setup to begin XX/XX/XXXX. This is why payments were not being deducted. I changed it to XX/XX/XXXX so payments should begin coming out in XXXX. Thank you and please let us know if you have any further questions. '' XXXX XXXX, XX/XX/XXXX XXXX XXXX, I wrote : Date : XXXX, XXXX XX/XX/XXXX XXXX XXXX Subject : Re XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX you adjusting my ACH setup to begin XXXX payments. Are the XXXX late fees going be waived? XXXX XXXX XXXX XXXX XXXX XXXX From : mailto : XXXX - Good Morning, I will take a look at your account. I am sure we can waive the fees. As always, please feel free to contact me with any questions or concerns. Have a great week. XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, TX XXXX Customer Service Phone : Tel : XXXX Customer Service Fax : XXXX XXXX < End XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76002
Submitted Via: Web
Date Sent: 2024-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-21
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I phoned first in XXXX. was placed on hold for extended periods of time as the individual could not understand where their figures came from. Was told he was goin to further look into it and I explained I would provide him time and waited approx 3 weeks to again get a reasonable response. Again I was placed on several extended holds, while each servicing officer could not determine how or why the numbers were not adding up. At this time, XXXX XX/XX/2024 I have asked for a complete accounting of my mortgage servicing provided by them as it seems no-one can accurately explain the discrepancy 's that exist is account balances. Also, XXXX XXXX changed my coverage and deductible amount without my consent. I will take that complaint to the insurance commissioner.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 70817
Submitted Via: Web
Date Sent: 2024-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-21
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: On XXXX XXXX my son, XXXX, and I were granted a loan modification agreement including an interest rate of XXXX percent. We have complied with the terms of the agreement making all monthly payments. On XXXX of XXXX we were sent another loan modification agreement offer, which we did not initiate. On XX/XX/XXXX, I rejected the new offer stating I wanted to stay on the loan modification agreement already in place. Because of this conversation, on XX/XX/XXXX, the mortgage company reversed the loan modification agreement of XXXX putting us back on the original loan of XXXX. We received a letter on XX/XX/XXXX stating we are in default. I contacted the mortgage company several times since then trying to get someone to see that this company made a huge mistake. Finally a dispute was started by a supervisor. I was advised to continue making payments, but that I would need to wire my payments from my bank. I am current with payments. I sent a dispute letter on XX/XX/XXXX and enclosed a copy of our loan modification agreement. We have received letters stating that that company was looking into the matter, that 30 days were needed and again that another 30 days were needed before we would receive a response. When I called to get updates, I am continually asked why I have not made payments and what has caused us to be in default. On XX/XX/XXXX, I spoke to another supervisor that assured me he would expedite the process to remedy this mistake. He advised me to call the following Monday for an update. He was not available and I was told that the company is still working on it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 86326
Submitted Via: Web
Date Sent: 2024-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A