Date Received: 2023-06-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My Loan # ending in XXXX was acquired from XXXX. I am XXXX XXXX XXXX struggling to keep up with my payments and insurance and property taxes. I asked for an Escrow account to be set up in XXXX to assist me with paying my property taxes. In XXXX the company stated they could help me setup and escrow account and that I needed to make my monthly payment prior to them starting the process. My payment date was in the middle of the month and they started the process on the XXXX of the month I had to borrow money from a 3rd party XXXX XXXX and I borrowed {$100000.00} but had to pay back {$2000.00}. This caused me to fall behind on my mortgage because I am on Social Security and have to pay all of my other expenses and my home insurance and property taxes. My home owners insurance went up {$120.00} because I filed a claim for roof repairs. After filling out the required documents for the escrow account to be setup they told me that they could not set one up for me. I had to go to another company in XXXX to borrow money once again to pay my taxes. Since then I am now getting a discount for my taxes for being a XXXX. SPS is now going up {$160.00} on my monthly payment because in the past they paid my taxes and divided the payments over a period of time now they state they can no longer stretch the payments out over an extended period, They sent a letter out in XXXX stating they are going up in XXXX this was not enough time for a person to make any prior arrangements or decisions. I can afford to pay {$60.00} more but now {$160.00} extra I need to pay my utilities, buy food. I just sent them information showing that I paid the taxes a month ago. I really need some one to show compassion and consideration their number is XXXX and their address is XXXX. XXXX XXXX XXXX XXXX XXXX my address is XXXX XXXX XXXX XXXX XXXX XXXX Il XXXX Thank you for your assistance Regards XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Following an insurance settlement payment for damage from XXXX XXXX, I was instructed to send my settlement check to my mortgage servicer ( Select Portfolio Servicing ( SPS ) ). SPS requires all requests and disbursement of insurance settlement funds to go through a website ( insurance claim check.com ( ICC ) ). I received my initial draw without issue in XX/XX/2023. On XX/XX/2023, I was notified by XXXX that I had been approved for another disbursement and that it would take XXXX days to process the check. On XX/XX/2023 I contacted XXXX to inquire about the status of the check and was informed that that the check was requested but never issue. The representative at XXXX stated he would submit an inquiry to determine what happened and someone would contact me within XXXX days. I did not receive any call back within XXXX days. On XX/XX/2023, I contacted ICC again to check the status of the disbursement and was informed that a check was issued on XX/XX/2023 and sent to my home address by XXXX. No tracking number was available. On XXXX/XXXX/223, I again contacted ICC since no check had been received. The representative transferred me to a Resolution XXXX ( XXXX ) who had no update but did confirm that no check had been issued. She submitted another inquiry to see why the check had not been issued or sent. On XX/XX/2023, I again called XXXX and the representative had no update available. She elevated the inquiry to her supervisor ( XXXX ) and assured me I would receive a return call, however, that did not happen. On XX/XX/2023, I again called XXXX and spoke with a representative who again transferred me to a Resolution XXXX ( XXXX XXXX who stated they were waiting on upper management to release the funds. She indicated she would call back at XXXX. XX/XX/2023, I received a call back from XXXX at XXXX who reported there was no update but she would call me on XX/XX/2023 to provide an update. XX/XX/2023 I did not receive any call or update from XXXX. XX/XX/2023, I again called XXXX and spoke to a representative who transferred me to a Resolution XXXX ( XXXX - who I had spoken to on XX/XX/2023 ) who advised me there was no update available. She elevated this to her supervisor ( XXXX XXXX and stated I should received a call back within XXXX - XXXX hours. It has now been 43 days since I was informed that additional insurance settlement funds would be released to facilitate repairs to my hurricane damaged home and nobody at XXXX can tell me when or if these funds will be released. I find it hard to fathom that a company entrusted with holding insurance settlement funds for victims of natural disasters can be this incompetent. It certainly appears that these tactics are intentional and likely benefit the mortgage company who is holding vast sums of their clients settlement funds in their own accounts, while making the process of getting desperately needed funds to those clients onerous and frustrating. As if being victimized by a natural disaster is not bad enough, people now have to endure further victimization by this unreasonable and unjust process. On XX/XX/2023, we also sent a complaint to the Ombudsman for Select Portfolio Servicing, but received no response.
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 342XX
Submitted Via: Web
Date Sent: 2023-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: How can a complaint be closed if not resolved? I still got a XXXX a year increase stating short funds in escrow, but my taxes and insurance have remained the same ....
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 310XX
Submitted Via: Web
Date Sent: 2023-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage was sold to SPServicing LLC back in XXXX. We were on Auto Pay for several years but in XXXX of XXXX the mortgage company stopped withdrawing the payment every two weeks. We did not know about it until they threatened us with foreclosure. We contacted them and they finally admitted that we were on auto-pay and it just stopped. We did not change bank accounts, request off of atuo-pay, nothing. We entered into a repayment program to " catch up '' and did so within 6 months. This was due to no fault of ours. We have since stopped auto-pay and are making bi-weekly payments equal to the amount they say is our monthly payment ( the monthly payment is {$420.00} and we are paying that twice a month ). We are still gettign calls that we are behind and when we call the say we are all caught up. In addition, We are in the process of buying a second house but because of the incompetence and beligerent actions of the mortgage company we are having issues gettign final approval. We have asked for a letter from them but they say that all they can send is our payment history which we have already provided. Their neglegence and incompetence has cost me moeny as well as stress and frustration. I am looking to find a lawyer willing to take our case and sue them for damages.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KS
Zip: 67217
Submitted Via: Web
Date Sent: 2023-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: SP Servicing mismanaged my escrow account and it is {XXXX} short. SP Servicing wants {XXXX to right the escrow account. They want a 24 month cushion for the 12 month taxes and insurance, I told them I do not want a 24 month cushion and they said no. My mortgage payment has gone from {XXXX} to {XXXX}, almost double. I am XXXX XXXX XXXX and this creates a hardship. The impound ( escrow ) account does not need an extra YEAR of impounds and I do not think this is legal. To my knowledge, no one else has a 24 month impound. I thought my sXXXX XXXX XXXX was going to have a XXXX thinking about his impound doubling. My principal and interest payment to the bank is UNDER {XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92308
Submitted Via: Web
Date Sent: 2023-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, I scheduled my XX/XX/2023 mortgage payment ( {$1600.00} ) with Select Portfolio to be deducted from my XXXX checking account on XX/XX/2023. However, instead of deducting this payment eight days later as scheduled, Select Portfolio deducted {$1600.00} from my XXXX checking account on the next day XX/XX/2023. On XX/XX/2023 Select Portfolio deducted {$1600.00} from my XXXX checking account AGAIN. And on XX/XX/2023 Select Portfolio deducted {$1600.00} from my XXXX checking account again. Thus, in the month of XX/XX/2023, Select Portfolio has deducted 3 payments for my XXXX mortgage payment, totaling {$4800.00}. I have contacted Select Portfolio continuously over the past 2 weeks and they maintain they are looking into it. Meanwhile my checking account is negative and other payments ( bills ) are being returned and I am being charged XXXX NSF fees ( {$34.00} x XXXX fees = {$230.00} ). I am also without much needed funds for daily living as my checking account remains negative due to Select Portfolio 's internal accounting errors. My car note is also late due to this banking error ( {$65.00} late fee ). I am requesting that all late fees and penalties resulting from Select Portfolio 's erroneous and unscheduled deductions be reimbursed immediately.
Company Response:
State: GA
Zip: 30087
Submitted Via: Web
Date Sent: 2023-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: i bought a house as a va foreclosure in and around XXXX then in XXXX i refinanced it with XXXX who in turn sold it to countrywide mortgage who went bankrupt during the recession of XXXX during all of this transferring through the years i paid my insurance and taxes without an escrow when the loan was originated this was agreed to by all of the transfers. then it was with XXXX XXXX XXXX i paid my taxes and insurance, i dont know what happened but sps servicing ended up servicing my loan. the first thing they do is request and sign me up for escrow against my wishes. i told them by law if at origination of the loan if it was in closing papers that person who has the loan they are not to change this unless you refinance with a new bank or taxes are in arrears. i have been dealing with this for the better part of XXXX years, me and sps are paying the taxes right. i have never missed a mortgage payment or failed to pay my taxes when due. so the past few months sps has been charging me a late fee when i have been paying my rent on time when there should only be a late fee after the XXXX of the month. im sending a file with this complaint and you will see the late fees.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 43607
Submitted Via: Web
Date Sent: 2023-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Dear Consumer Financial Protection Bureau, I am behind on payments and under Foreclosure with a Sale Date on XX/XX/2023 ; i have been applying for the XXXX XXXX XXXX XXXX where i am eligible for them to pay for my debt ; when they contact my lender SPS they inform XXXX XXXX XXXX that my home is an " Investment Property '' and this is my " Primary Home '' ; that results on me to be declined on my application multiple times. I called my lender SPS to request to stop saying XXXX XXXX that my " Primary Home '' is an " Investment '', they assured they changed the category on XX/XX/2023. I re-applied for the program on XX/XX/XXXX and i got denied again for the same reason " My home is not eligible for ''.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93312
Submitted Via: Web
Date Sent: 2023-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I asked for and received a Covid forbearance for 3 months on my 2nd mortgage on XX/XX/23. I had already paid my XX/XX/23 payment. Select Portfolio Servicing, SPS, only allows their customers service reps to read off a script, so after putting information into their computer program, they started the forbearance on XX/XX/23, technically backdated. That doesn't make any logical sense, since I had already paid my XX/XX/23 payment. It should have started XX/XX/23. They said there is nothing they can do about it, there is no one else I could talk to, and no one in the company can do anything about it, it's all decided by a computer program, there are no exceptions. The " Forbearance Plan '' letter dated XX/XX/23 stated " we will contact you to discuss options to resolve the amount outstanding. '' I received 9 " Covid End Date Solicitation letters '' from SPS from XXXX through XXXX outlining the possible options that would be available at the end of the forbearance. These 9 letters included options for Reinstatement, Repayment Plan, Modification, or Deferral. I was assigned a " Relationship Manager '' who I could never get a hold of when I called. In XXXX, a customer service representative told me I could fill out the Covid questionnaire online to see what my options would be for the end of my forbearance. I could not find any such questionnaire. I called again and finally spoke to a customer service representative name " XXXX '' in XXXX XXXX. He told me I could fill out the questionnaire online, but other than that he couldn't help me, he advised me to call back at the end of XXXX. I looked online again and there was no questionnaire for me to fill out, so I figured I'd have to call again at the end of XXXX. XX/XX/23 I received a call from SPS from " XXXX ''. She told me I agreed to pay the lump sum of {$1500.00} and she would collect the payment. I told her I did not agree to pay a lump sum, I did not agree to anything yet, I was still trying to find someone to talk to about the option of a deferral. She said the only option I had was a loan modification or a lump sum payment, there were no other options, they would not do a deferral, no exceptions. She refused to let me talk to a supervisor or manager, she refused to escalate the call, she refused to help me in any way. She stated those were the only options I had. There was an article in the XXXX XXXX XXXX at that time about the Federal Government looking into how mortgage investors are forcing people into loan modifications that would ultimately increase their interest rate and extend the terms of the mortgage so the investors could make more money from interest from homeowners. Kind of a nice post Covid surprise. Congress is trying to help government backed mortgage borrowers in some way, but the rest of us are on our own. I became very upset realizing this is what they were trying to do to me after I had already paid 17 years of interest payments to them. These 9 letters were basically deceptive and false advertising, stating that deferral was a possible solution. XX/XX/23 I called the SPS Consumer Ombudsman name " XXXX ''. The job of SPS Ombudsman must be a joke. The entire call was a script he was reading from. He reiterated how the the investors would only allow a lump sum payment, a payment plan that would increase the monthly payments for 12 months, or a loan modification. The investors would not allow a deferral, no exceptions.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 95829
Submitted Via: Web
Date Sent: 2023-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: SELECT PORTAFOLIO SERVICING SPS 1- On XX/XX/XXXX, I requested SPS in writing to return the Escrow withheld for insurance and taxes, which I had already paid in advance and yet SPS continued to charge them monthly. 2- On XX/XX/XXXX, they sent me a letter responding to mine on XX/XX/XXXX, 6 months later, where they told me that they accepted to make the return. 3-In the statement for the month of XX/XX/XXXX, no money appears in the Past Payments Breakdown category. 4- I made a call in XXXX and they informed me that they had sent a check for that value to XXXX XXXX when my address is here in XXXX Florida XXXX I told them that no check had arrived in XXXX and that in any case they could see in their bank statements if the check had been cashed, which has not happened. 5- Since XXXX I have been calling to find out about my money and every 15 days he tells me by phone that the money is already going to be sent to my address in XXXX XXXX that in 15 days and so on and it has been another 6 months and every time I call They tell me the same thing, to wait 15 days, and a year has already passed since I made my request. I request an
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32832
Submitted Via: Web
Date Sent: 2023-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A