Date Received: 2023-08-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I HAVE BEEN FOR YEARS REACHING OUT TO SPS FOR HELP IN CATCHING UP ON OUR BEHIND MORTGAGE. WE get the death ear and we get we CAN NOT HELP!! Our issue has not changed and in the years past they have offered us modifications for a MUCH LARGER monthly payment then what we were already paying. IF we could not pay that amount how were we gon na be able to pay the new amount. WE HAVE ASKED about re financing and ALL OF THE ABOVE. And we get NOTHING in return from them. NOTHING!! We write letters for help send modification requests every month. WE HAVE REACHED out to the firm trying to collect the debt which was stated in their OFFICIAL letter to us, if we can pay. PUT IT IN THE MAIL OVER NIGHT AND IT NEEDED TO BE SIGNED FOR AND NOTHING FROM THE EITHER. No letter back, email nor phone call from either party. THIS IS INSANE! SPS states in letters and on their own line site they are THEY TO HELP!! NO THEY ARE NOT
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08360
Submitted Via: Web
Date Sent: 2023-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: SPS is refusing to provide me with a detailed breakdown of the advances it's charging the loan account. I am a successor and I legally am entitled to the information.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33139
Submitted Via: Web
Date Sent: 2023-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-12
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Select Portfolio Servicing had check to pay off the whole mortgage since XXXX and owe me almost {$500000.00}. They assured me in their Ombudsman Department that this would not affect my credit adversely. Now on my credit for XX/XX/23 is a late payment. When I called to ask about this atrocity, the supervisor XXXX ext. XXXX told me that I indeed was late and that it was contractual that the payment was due. She even began to badger me about paying last months payment. I SCREAMED XXXXXXXX XXXX! Then hung up. I have called this company over XXXX times to try to XXXX the resolution on my refund after the company has already cashed the {$610000.00} check in XXXX. I have been told it can take up to 30 days, but every time that I request the process, there has been no response. XXXX items : How do I get MY MONEY HOW DO I HAVE THEM REMOVE THE LATE PAYMENT AFTER THEY ASSURED THAT THIS WOULD NOT HAPPEN
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77379
Submitted Via: Web
Date Sent: 2023-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a letter from Select Portfolio Servicing, since XX/XX/XXXX, saying that I supposed to have an amount of {$9900.00} from my escrow. But, I tried more than XXXX calls and until now, not happened. They told me that they sent the last check on XX/XX/XXXX, number XXXX, but I didnt receive that check yet. I asked about the tracking number, but they dont have it. How can I receive it, if the only thing that they say is : " just wait more days ''? Im waiting more than 100 days!!! Nobody knows anything about what happened, when I call. I tried to talk to supervisior too, and she said to me : " Call on Tuesday ( XX/XX/XXXX ), and someone will give the tracking number ''. So, I called and again the answer was the same : " we dont have any tracking number, and just wait a couple more days for your check ''. Actually, I think that, if there isnt the tracking number, they never sent a check, because there inst any proof about that. I need my check, because its MY money!!!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 335XX
Submitted Via: Web
Date Sent: 2023-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Select Portfolio Servicing bought my loan from XXXX XXXX on XX/XX/XXXX. I experienced extremely poor customer service such as receiving conflicting information on multiple occasions due to questionable processes SPS had set up. For example, without a request from me or a bill from my insurance company, SPS used funds from my escrow account to pay the insurance when my insurance was already fully paid until XX/XX/XXXX. Seeing that SPS processes are bizarre and unpredictable, I closed my escrow account with SPS and was told by SPS that a refund check in the amount of {$11000.00} was mailed to me ( regular mail ) on XX/XX/XXXX. Today is exactly 4 weeks and I still have not received the check to pay property taxes and insurance on my own. I did my part and informed SPS weekly over the past month that I had not received the check. I was told by an SPS supervisor that she requested reissuance of the check but the process of ensuring the prior check had not been cashed and issuing the new check is 30 days. How in the world does reissuing a check take 30 days? So I had waited 30 days for a check, and supposedly now have to wait another 30 days for the new check to be issued. And SPS insists that they send out refund checks by regular mail. And I was told to my face that, God forbids, if the next check does not come, I have to wait a full 30 days BEFORE I can request issuance of a third check. Theoretically, if I even receive the check at all at the end of that process, that's a full 90 days just because SPS does not want to spend an extra XXXX cents to buy a tracking number when mailing out a large check. I believe the regulation says that I have the right to receive my refund within 30 days after closing the escrow account. It appears that once the initial 30 days has passed, SPS has the duty to expedite and re-issue the check to me, after checking that the initial check has not been cashed ( which should not take more than 1-2 business days in this electronic age ). Kindly help me get my escrow refund money!!! XXXX XXXX dollars plus is a lot of money that SPS is insisting on keeping and in the meantime, creates bizarre deceptive processes.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98144
Submitted Via: Web
Date Sent: 2023-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX Select Portfolio Servicing Attn : Consumer Ombudsman XXXX XXXX XXXX XXXX XXXX XXXX UT XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL. XXXX RE : Old loan # XXXX, New Loan # ( Created in XXXX ) XXXX, SPS Financing, It has been brought to my attention that SPS Financing, better known as Select Portfolio Servicing Inc. held the loan and has been collecting payments from XXXX XXXX since XXXX. SPS Financing sold or transferred the loan to XXXX XXXX in XXXX. According to legal records in XXXX XXXX XXXX XXXX XXXX, the loan was authorized and was taken over by the Government State Entity called the Florida Housing Finance Corporation in XXXX. SPS Financing did not have the authority to sell or trade the loan, offer any modifications, or collect any payments consisting of principle, interest, and escrow. During this duration SPS Financing was not the holder of the loan. Furthermore, the loan was sold/transferred back to SPS Financing from XXXX XXXX from the years XXXX, The official records of Satisfaction Of Mortgage Note and Loan Modification states that the loan was paid off XX/XX/XXXX. I am requesting : ALL PAYMENTS INCLUDING PRINCIPAL, INTEREST, AND ESCROW THAT WAS COLLECTED FOR THE YEARS, XXXX XXXX, XXXX BE REIMBURSED BACK TO ME WITHIN 30 BUSINESS DAYS OF THIS LETTER. In closing, there will be a complaint filed to CFPB for further investigation into this matter. Also attached to this letter is the legal document Satisfaction Of Mortgage Note And Loan Modification. ID FOR COMPLAINT SENT TO SPS FINANCING XXXX FILED XX/XX/XXXX Please Govern Yourselves Accordingly, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33556
Submitted Via: Web
Date Sent: 2023-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our house burned down on XX/XX/23. The insurance company sent the check for {$610000.00} with my wife, I and SPS Mortgage company. We signed the check and sent it SPS Mtg on the XXXX. I called every day for 9 days, SPS stated that they didnt receive it up until the XXXX. The same day I was told by the Loss department of SPS that the check came.I revealed that the check was stopped and another endorsed check was sent on the XXXX. The check was cashed on the XXXX and I was told that it would take up to 30 days to receive my approximately {$470000.00}. I have called over XXXX times and never can get any definitive answer to what the actual procedure was and the last 4 times Ive called have received 4 different answers. SPS Mortgage has refused to give me my {$470000.00} dollars. How do I get my $?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77379
Submitted Via: Web
Date Sent: 2023-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Beginning in XXXX, we recognized an issue with our retirement income and medical bills and realized it would affect our ability to pay our mortgage serviced by SPS. We immediately reached out and were initially told that since we were not behind in payments, no modifications were available. Once we were a month behind, we began to send in required documents to see what we qualified for. This had to be done several times. After several months we were told we could still not get a modification as they did not offer those. Instead, a repayment plan at a different monthly rate of double our mortgage payment was offered. We were told that if we did not sign the repayment plan that foreclosure would immediately commence. We were able to borrow the money to catch up and were initially told that we still needed to sign the repayment plan. We did not as that was no longer applicable. We tried immediately to work with servicer to prevent this issue from reoccuring and were once again told that since we were not presently behind, nothing could be done. Beginning in XXXX, I reached out again for a modification. Submitted documents. Was again told that modifications are not available and to pay past due or foreclosure proceedings would begin XX/XX/2023. I was informed of an SPS webinar that I should register for. I registered and attended the webinar on XX/XX/2023. It was regarding a XXXX XXXX settlement and options for home retention. The webinar essentially told the attendees to call customer service. Questions were allowed to be typed in and I asked if modifications were available. I was told to call customer service. I have made clear to SPS that I wish to keep my home of 50 years and have tried diligently to take a proactive approach. SPS 's response has been vague at best. When I am current, there is no help available. When I am behind I am told to immediately repay the amount or double my payment. I have established retirement income and have made the attempt to simply communicate with the servicer in a way that is beneficial to both parties. The information I am given is either non-existent, non-applicable, or misleading. I simply wish to speak with the servicer about a modification that they state in every document is available and instead of having me submit the same documentation three times and then tell me they do not offer modifications, to constructively attempt to offer something they say they offer.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 71360
Submitted Via: Web
Date Sent: 2023-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have sent a Notice of Error and Appeal to the lender, they have not responded and are moving forward with the foreclosure auction sale in violation of RESPA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NH
Zip: 033XX
Submitted Via: Web
Date Sent: 2023-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: It is the third complaint that I place exactly the same. The SPS company responds to you that they have already sent the check but the check NEVER arrives, but the letter saying that they are going to send it does arrive. I think SPS is making fun of me and you with their answers
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 32832
Submitted Via: Web
Date Sent: 2023-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A