Date Received: 2024-02-22
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: Both our mother 's died, we were trying to keep up but the unexpected expenses from each funeral kind of got us so last year I applied for home retention assistance. Select portfolio servicing accepted the application and as of this date I have recieved no status on that application; however on XX/XX/2024 I received a message saying sps has an option for me so I immediately emailed them to request the option in writing but they have not responded to that nor have they given me the status of my application. I have followed up via email so that they know that I'm waiting for the next step for my home retention assistance.Today XX/XX/2024 some man comes to my door to tell me sps filed foreclosure on my home today. The man did not give me anything. This is beyond frustrating, I provided my application and all requested documents. Sps accepted them and just said it was under review, its been months now. I have been in constant contact via email ( trust issues ) this is exactly why. From the beginning I made it clear that we do everything in writing so there's no discrepancy later and I battle chronic illness so my people skills and memory aren't too good. In the beginning sps responded but then as I checked in I was getting less responses. As of today I have received no application status, no copy of my original agreement with all pages and modification, or the option that Sps said they had for me. I believe these people have been working in bad faith again.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90003
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: My name is XXXX XXXX I'm a member of XXXX and i was a victim of XXXX XXXX. they stole {$48000.00} from my loan that they took out under my name. they are a threat to society and should be regulated.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90007
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: Applying for a mortgage or refinancing an existing mortgage
Subissue: Application denials
Consumer Complaint: We have been trying to get SPS to show proof of claim of our property and all they sent us was a lot of Power of Attorney documents to which none of them show that SPS or XXXX XXXX XXXX XXXX had any authority to Service our Loan, let alone keep all our Payments.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60621
Submitted Via: Web
Date Sent: 2024-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-20
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I work for a XXXX XXXX, and we had a Refinance closing at the end of XXXX. On XXXX XXXX the file was funded and a Wire in the amount of {$170000.00} was sent to Select Portfolio Servicing to payoff the borrowers current mortgage. A payoff statement was obtained and showed that amount to pay the loan in full, good through XX/XX/24. XXXX, XX/XX/24 i was informed by the homeowner that the loan had NOT been paid at all and that Select Portfolio had not applied the funds to their loan. I contacted them first thing this XXXX and was advised that my Wire sent on XX/XX/24 was NOT processed by them until XX/XX/24 and that the payoff was now short ( there was a tax disbursement ) by over {$2700.00} and that I needed to send the tax amount from my file which was {$1900.00} and now the homeowners need to send more funds to pay it in full as they have charged daily interest since! This is NOT the first time this has happened with this lender. They routinely HOLD payoff wires for up to XXXX business days for " clearing ''. This should not be allowed as these are certified payoff funds sent via XXXX XXXX! The homeowners are being charged additional interest for days and days at a time when they shouldn't be!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07871
Submitted Via: Web
Date Sent: 2024-02-20
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: My name is listed as co-owner on a property, however a now deceased member had the mortgage in her name. I called Select Portfolio Servicing ( SPS, XXXX ) requesting a pay off amount in order to get a loan through another lender. I provided initial requested documents such as the death certificate and was told they have 30 days to review the documents before making a decision or requesting additional documents, then SPS requested probate documents. The property did not go through probate which I stated. SPS informed me the only way to move any further with the process was to put the property through probate and advised that I seek the services of an attorney. SPS has refused to provide a payoff amount or even an amount to pay until all paperwork is completed to keep the loan on good terms. Additionally I received different answers from up to three different Relationship Managers, customer service, in the same day. I offered to come to the office and was told there is no physical office nor do the underwriters speak with customers directly. I spoke with the following Relationship Managers on the following dates : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX who said the dedicated person for the account is XXXX at XXXX ext XXXX, XX/XX/2024 left message for XXXX but did not receive a call back, XXXX XX/XX/20XXXX XXXX XXXXXXXX put on hold for XXXX minutes to get to higher level XXXX who recommended I seek the services of an attorney.
Company Response: Company believes complaint is the result of an isolated error
State: OH
Zip: 43130
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: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: XX/XX/2023- Applied for mortgage assistance and submitted application and supporting documents. And i keep reaching out to the SPS Mortgage Company and they never return my calls. And, then after calls and calls they told me I did not make enough money and they did not have any programs to assist me. I'm a XXXX XXXX 100 % and I need assistance with my mortgage, and they keep denying me the rights to keep my home and now I'm in default status and referred to an attorney. I just need some assistance, but SPS is being very difficult and unresponsive. Please assist with communicating with this mortgage company for assistance. Note : And, they have not type of communication with the customer that is personal or helpful. And they assign you a relationship XXXX that never answers the phone or sends you any type of correspondence to let you know about any new documents or documents that would need to be updated.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 207XX
Submitted Via: Web
Date Sent: 2024-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-20
Issue: Struggling to pay mortgage
Subissue: Foreclosure
Consumer Complaint: Thank you for your response. My application for assistance was originally submitted on XX/XX/XXXX. of XXXX. The homeowners assistance fund was awaiting a response from SPS for 5 months. By the time SPS responded to the XXXX program, enough time had elapsed which with all of the fees added by SPS, and the entire amount of monies required in full from a forbarence, with no partial payments accepted, the amount owed had surpassed the XXXX program funding limit. I attempted to start making my mortgage payments on time after my forbarence and was informed I could not do so until I payed the entire amount in full. Knowing this information I spoke with both the ombudsman department at SPS as well as the XXXX personnel to keep them informed, and stay informed. The staff at SPS could not explain to me how to pay the remaining balance combined with XXXX monies in order to get my mortgage current. I was told to, attempt to send the money at the same time as XXXX sends there monies, so the checks would hopefully arrive around the same time, because if one of the checks arrived before the other, there was a good chance the funds would be rejected as they would not cover the total delinquent amount. I was told that my money could in fact, be absorbed, without being refunded and my mortgage still not being reinstated. No one ever determined how I was to send my part of the funds necessary to reinstate. This was all taking place over a period of time while I was in constant contact with the ombudsman department. It was known, that I was going to be paying the difference, the ombudsman department knew about it, the XXXX program knew about it, and from the responses from SPS to the XXXX program, they never acknowledged this at all. In your response, you suggested that a new I record was sent on XX/XX/XXXX, the day of the foreclosure. It was actually sent on the XXXX of XXXX, XXXX at XXXX XXXX in a XXXX XXXX. I even spoke with the Ombudsman department about all of this once at XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX and then later spoke with XXXX on XX/XX/XXXX explained my situation and the need to postpone my trustee sale, and he conveniently hung up on me did not call me back nor would he answer after numerous attempts to call him back. According to the terms of the XXXX program, upon receiving an I record in a XXXX XXXX, and once the XXXX program has notified the servicer of my application, that a 60 day forclosure hold is to be placed. This notification happened well before the XXXX XXXX cut off time for reinstatement the day before the foreclosure sale. Previous to this, I spoke with XXXX, an employee in the ombudsman department at SPS, on XX/XX/XXXX when I was instructed by XXXX to contact SPS and explain that they were reviewing the reinstatement and they needed a little more time to complete it. In regards to the newspaper posting, I apologize for not having seen the publication SPS posted in. I would have expected the notice of trustee sale to have been in a publication which circulated in the same town where the home is located, The XXXX XXXX only circulates in the towns of XXXX, XXXX, XXXX and XXXX, The closest of which is XXXX miles from the home, and the farthest being over XXXX miles away. This is why there were no other bidders present at the home auction, because no one knew about the sale. This paper has such a small circulation. Not to mention the fact that the median household income in say XXXX, AZ is a mere XXXX, compared to XXXX where the home is located, where the XXXX household income is {$72000.00}. These communities could not afford a home like ours, well except the XXXXXXXX XXXX XXXX. A house with so much equity, almost half a XXXX dollars, in such a prime location, you would have expected a bidding frenzy, however this was not the case. One bidder was present, only one. Let me also address the conversations with the Ombudsman department at SPS on XX/XX/XXXX. When I again explained my situation to that department, and the need to postpone the sale, and I was informed that the sale was placed on hold in order for me to send proof of my contribution amount to them, and I did. They also requested a copy of my application status with the XXXX, which I also provided. I spoke with the ombudsman department well into the afternoon of XX/XX/XXXX, and was informed the sale was put on hold. Well this was complete misinformation, as the sale was never put on hold, not at all. The sale took place at XXXX in the morning. So while it is suggested that the ombudsman department did not promise me a postponement of my sale, they flat out told me that it had been put on hold, until they received copies of my bank balance, which I sent and confirmed with ombudsman department they had been received. I understand that I made a mistake. I fell behind on my mortgage as so many families had as a result of the XXXX XXXX and that is an unfortunate situation, however, I followed all of the rules in order to get help from the state to not loose my home. SPS ignored my attempts and feel did not follow the rules and regulations regarding assistance from XXXX funding.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 859XX
Submitted Via: Web
Date Sent: 2024-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-20
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: XXXX, XXXX, and SELECT PORTFOLIO SERVICING are in violation of my consumer rights by improperly and unlawfully reporting missed payments my consumer report. This is a violation of my privacy pursuant to 15 USC 6801. Per the consumer agreement on file with Select Portfolio Services they will not share my information with third party companies. XXXX and XXXX are by law third party companies in relation to SELECT PORTFOLIO SERVICING. How did XXXX and XXXX verify this information if SELECT PORTFOLIO SERVICING doesn't share information with third parties? 15 U.S. Code 6801 - Protection of nonpublic personal information U.S. Code ( a ) Privacy obligation policy It is the policy of the Congress that each financial institution has an affirmative and continuing obligation to respect the privacy of its customers and to protect the security and confidentiality of those customers nonpublic personal information. 15 U.S. Code 6802 - Obligations with respect to disclosures of personal information ( a ) Notice requirements Except as otherwise provided in this subchapter, a financial institution may not, directly or through any affiliate, disclose to a nonaffiliated third party any nonpublic personal information, unless such financial institution provides or has provided to the consumer a notice that complies with section 6803 of this title. ( b ) Opt out ( 1 ) In general A financial institution may not disclose nonpublic personal information to a nonaffiliated third party unless ( A ) such financial institution clearly and conspicuously discloses to the consumer, in writing or in electronic form or other form permitted by the regulations prescribed under section 6804 of this title, that such information may be disclosed to such third party ; ( B ) the consumer is given the opportunity, before the time that such information is initially disclosed, to direct that such information not be disclosed to such third party ; and ( C ) the consumer is given an explanation of how the consumer can exercise that nondisclosure option. 16 CFR 313.7 ( f ) Continuing right to opt out. A consumer may exercise the right to opt out at any time. Both laws outline that my rights are being violated due to me never given the right to opt out of my payment information being reported which is my private information that should have never been shared in the first place. Also pursuant to 15 USC 1681a ( 2 ) Exclusions.Except as provided in paragraph ( 3 ), the term consumer report does not include ( A ) subject to section 1681s3 of this title, any ( i ) report containing information solely as to transactions or experiences between the consumer and the person making the report it is illegal to report transaction history ; 15 USC 1681b ( 2 ) I have never given written instruction to do so. Pursuant to 15 U.S. Code 6805- Enforcement the CFPB needs to enforce these laws which protect my privacy as a consumer. Furthermore, the Privacy ACT of 1974 clearly states that my privacy rights are being violated.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MS
Zip: 38654
Submitted Via: Web
Date Sent: 2024-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-19
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: SP Servicing acquired the loan from XXXX in XX/XX/XXXX, when SP Servicing sent notification they are the new servicer, an accounting of the escrow was sent along with a request for the insurance declaration page. XXXX had an escrow for taxes and hazard insurance set up, I told SP Servicing this, and they requested letters and documents from me. I complied right away, they acknowledged the letters I sent, then I was sent a letter stating they are looking into the matter. After that, I received XXXX extensions on that letter? After numerous phone calls to the mortgage company ( XX/XX/XXXX to today XXXX XXXX ) to clarify if they are going to escrow the account for the taxes and insurance, I never received any confirmation the escrow has been set up. On XX/XX/XXXX at XXXX, my insurance expired. I have NO HAZARD INSURANCE. When I phoned SP Servicing on XX/XX/XXXX, I was on the phone with the insurance department at SP Servcing and the lady, XXXX, told me she made the payment that day. I just got a call from my insurance company and I DO NOT HAVE HAZARD INSURANCE on XX/XX/XXXX. I don't know what can be done. SP Servicing sent me a letter on XX/XX/XXXX apologizing and telling me they are going to fix this. It is not fixed, they lied, and calling them is like calling a XXXX box ... .nothing! I was told escrow department " does not accept or make phone calls. ''
Company Response: Company believes complaint is the result of an isolated error
State: LA
Zip: 704XX
Submitted Via: Web
Date Sent: 2024-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-16
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: I received a statement at the end of XXXX stated that my XXXX payment would change from XXXX to XXXX. I was told that I owed an escrow balance from my pervious mortgage company. I asked a statement showing the balance and all applied payments to that company. I received a statement outlining my escrow for SPS but nothing about the previous carrier.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 70131
Submitted Via: Web
Date Sent: 2024-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A