Date Received: 2023-06-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I believe my loan is an FHA loan, but I can not find any information on that. My loan, which I have had since XXXX, has been transferred 3 times in the last 2 years. Each time, the new mortgage holder adds insurance ( escrow ) to my loan, which I have never had since the start of my loan. I have provided them all with proof of insurance, several times, however, they refuse to do anything about the insurance they have already deducted. My loan clearly states I can only be charged escrow if I do not have insurance. Again, I have given them proof several times. The issue began with XXXX XXXX XXXX when I put my loan into forbearance for COVID-19. I sent them letters, called, with no help. Due to each of these companies adding insurance to my loan, when they had proof I had insurance, by loan principal balance is at least {$1000.00} more than it should be had the payments been properly applied.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 467XX
Submitted Via: Web
Date Sent: 2023-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I entered into a repayment plan and was told that I would be caught up after making the payments. I made all payments, more than {$35000.00}, as required by the agreement which was 12 monthly payments that equaled to two monthly payments per month. At the end of the agreement there was a NEW balloon payment due that was NOT a part of the agreement. I recently had a call with the mortgage company and the representative also agreed that the balloon payment was NOT a part of the repayment plan and not sure why it was due. The mortgage company also told me that because I did not make that balloon payment I don't qualify for any other repayment options. That does not make sense since if I had made the payment I would have technically been caught up on my mortgage. This has happen several times over the past few years with this company. On another occasion a different representative put me into a plan and payments were made and after the plan I was to contact her. I did so and she told me " she was wrong in her interprutation of the plan and it did not work like she explained it to me ''. This was after paments were made and no way for me to change what had been done. I don't think my payments have been applied properly during any of these processes.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-12
Issue: Improper use of your report
Subissue: Report provided to employer without your written authorization
Consumer Complaint: Dear Sir/Madam, I am writing to bring to your attention a serious matter concerning the illegal breach of my private information by one of your representatives at Select Portfolio Servicing , Inc. ( SPS ). I have been a customer of SPS and have relied upon your services for managing my mortgage account, but the recent events have raised grave concerns regarding the security and privacy of my personal information. The purpose of this complaint is to notify you of the actions undertaken by my ex-wife, XXXX XXXX, who had third-party access to the SPS portal solely for the purpose of making court-ordered mortgage payments. According to the terms outlined by SPS, her access should have been limited to viewing mortgage statements for one of the properties only. However, on XX/XX/2023, XXXX XXXX contacted SPS and was able to manipulate your representative into changing my master password, despite the presence of two-step authentication measures. Furthermore, she received assistance in changing all the security questions associated with my account. As a result, I was completely locked out of my account, and to my utter dismay, I later discovered that XXXX XXXX had downloaded my entire financial information, potentially with the intent to use it against me in court. Realizing the severity of the situation, I immediately contacted SPS on XX/XX/XXXX and spent several hours working with your representatives to restore my access to the account. Subsequently, I requested an explanation as to how such a serious breach of privacy could occur, jeopardizing my position in family court. Your representatives directed me to contact XXXX for further information. I have since sent multiple emails to the provided address and made numerous phone calls, during which your representatives acknowledged the company 's fault in the matter. However, I have yet to receive comprehensive details regarding the breach, leaving me in a state of uncertainty and concern. I hereby request your immediate intervention in this matter to ensure that my privacy is protected and that I am provided with a thorough explanation of the events leading to this breach. Furthermore, I expect appropriate legal action to be taken against the responsible parties within your organization. The unauthorized access and extraction of my financial information not only violate my rights but also constitute a grave violation of privacy laws. Such negligence on the part of SPS must not go unpunished, and I urge you to take swift action to rectify this situation. Please be advised that I hold SPS accountable for any damages or harm that may arise from this breach. I trust that your company will fully cooperate in the investigation of this incident and provide me with the necessary information to pursue legal recourse, should it become necessary. I insist on a prompt and satisfactory response to this complaint, detailing the steps you have taken to address the breach, prevent future occurrences, and compensate for the damages caused. I kindly request that you acknowledge receipt of this complaint within ten ( 10 ) business days from the date of this letter. Failure to respond within the specified timeframe will leave me with no choice but to explore other avenues to protect my rights and hold SPS accountable for its actions. Thank you for your immediate attention to this matter. I anticipate a swift resolution to rectify the breach of my privacy. Should you require any further information or clarification, please do not hesitate to contact me at the details provided above. Yours faithfully, XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91326
Submitted Via: Web
Date Sent: 2023-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My recent mortgage servicing was transferred to Select Servicing Portfolio ( SPS ). I went in and registered for an online account. When I went to make my first payment it AUTOMATICALLY included a {$15.00} processing fee. I followed up with SPS over the phone who informed me that the ONLY way to avoid a servicing fee is to set up automatic payments ( which I do not want to do ) or pay through my billpay on my online banking account. How can it be legal for them to charge me fees to make my mortgage payment?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 840XX
Submitted Via: Web
Date Sent: 2023-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Dear XXXX XXXX : My family and I are in desperate need of assistance from the CFPB with the impossible situation we have with our loan servicer, Select Portfolio Servicing ( SPS ). We reside in XXXX, Florida, which was ground XXXX for Hurricane Ian in XX/XX/XXXX ; nearly a category XXXX storm. As fully documented in the press, the damage to our area was very significant, and our home was no exception. Specifically, our home suffered over {$500000.00} in actual damages, including extensive roof damage, water leakage throughout the inside of the home, and black mold infestation. Following this devastating storm, we lost all power for over two weeks and had no running water or air conditioning. While we have a public adjuster working on our insurance claims, given the extensive damage and volume of claims, it may be months or years before we receive any insurance money to complete the needed repairs if ever. Apparently, a number of insurance companies in Florida have been closed by the State due to insufficient reserves. Prior to this unfortunate set of events completely out of our control, we paid our mortgage on time to our servicer, SPS every month via Auto pay. In fact, from the inception of our loan, we never missed any payments and always paid on time or in advance. My wife and I work in the XXXX XXXX industry, and when Hurricane Ian devastated our area, all our real estate transactions came to a standstill. Quite simply, nobody wanted to purchase hurricane damaged homes, and sellers did not list their homes because they wouldnt receive fair market value without first repairing the damage. As such, we had no income for months after the storm, and were unable to make any mortgage payments. On XX/XX/XXXX, the Governor of Florida issued Executive Order 23-21 renewing the Hurricane Ian State of Emergency , a state of emergency originally declared on XX/XX/XXXX, for an additional 60 days. In view of the foregoing, we requested reasonable assistance from SPS to either provide a reasonable forbearance period, defer any missed payments to the end of the loan, and send us a new payment amount that would allow us to catch up over a reasonable time period. We actually applied for assistance from SPS through their online in XX/XX/XXXX. From that point forward, SPS requested additional information fourteen ( 14 ) different times as per our conversation log with our servicer. At least half of the requests were asking for the same information already sent, which suggests that SPS either lost the information initially sent, or one hand doesnt know what the other is doing internally at SPS . On at least 3 occasions, SPS sent a specialist to our home to prepare a broker price opinion and valuation. It was not until XX/XX/XXXX, months after we initiated this process, that SPS finally sent us a letter stating they rejected our request for any modification or forbearance of our loan, and demanded that we pay the past due balance of {$83000.00} by no later than XX/XX/XXXX or SPS would initiate a foreclosure process. See attached letter. We communicated with SPS through our attorneys office, and confirmed that SPS and the investor on this loan refused to even review our modification application. It is clear from these facts that our servicer did not review our loan modification application in good faith or with genuine intent to review our file for loss mitigation. It is clear that our family suffered real and significant hardship which justifies, at a minimum, a good faith loss mitigation review. Our servicer clear refusal to afford us that request is a clear and direct violation of CFPB guidelines. All we request is a meaningful and good faith review of our loss mitigation application, rather than a blanket denial without review. If SPS is unwilling to provide our family a simple good faith loss mitigation review, we request appropriate penalties and sanctions be imposed by the CFPB that prevents SPS and other similarly situated servicers from engaging in bad faith loss mitigation practices in order to deprive homeowners of their right to retain their home. Please initiate a formal complaint against our servicer for these acts, and kindly open an investigation to determine if SPS is engaging in systematic deprivation of rights to homeowners like ourselves who have suffered genuine and significant hardships in connection with their home loans.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 342XX
Submitted Via: Web
Date Sent: 2023-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: You would have to get my whole account from XXXX XXXX XXXX and then SPServing! Actually my entire account from XXXX XXXX didnt transfer over my escrow payment for my taxes, nor did the pay my taxes.. SPS Did nothing then or ever!! Went into bankruptcy because of both of them!! In XX/XX/XXXX, XXXX XXXX even refused to give the Home Keeper program the information they requested to give a loan me a loan to payoff the arrears from being a XX/XX/XXXX loan Not because I was ever a day late on payment! I was in a very long modification process, like years, I was in XXXX XXXX 's executive office, Customer service supervisor XXXX XXXX!! After an hour long argument he still refused to send it because he did have to!! After my modification the paperwork got sent in XX/XX/XXXX! They took my bankruptcy payments and put them all over the place, up your escrow ever opportunity they have because they are insane!! Say Im not making payments when I am!! They never fixed one think so obviously Im losing my home!! Thats what SPS DOES BEST AND YOU ALL KNOW IT!!!!!! I have 17 years of documents that they will Never produce under a subpoena because they can't! It's actually as simple a subpoena!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2023-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hi, I need a copy of the envelope contents for the payment paid XX/XX/2022. My account thinks I have a problem with the XX/XX/2022 payment that is throwing off the loan schedule and has asked me to retrieve it from SPS. Please send the photo contents of the XX/XX/2022 envelope.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: see complaint number XXXX I asked to receive the XXXX recorded call transcripts date XX/XX/XXXX at XXXX XXXX XXXX and XX/XX/XXXX at XXXX pm XXXX. I did not receive them. I also asked for the photo contents of the payment envelope dated XX/XX/XXXX for loan XXXX. I received the photo contents for XX/XX/XXXX instead. My account is requiring XX/XX/XXXX. Please send the photo contents for payment made XX/XX/XXXX. Also. please send the XXXX recorded call transcripts date XX/XX/XXXX at XXXX XXXX and XX/XX/XXXX at XXXX XXXX as they were never sent.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-09
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Select Portfolio Servicing has been Servicing our loan based on an assignment of Mortgage-RE : XXXX XXXX TRUSTEE, IN TRUST FOR REGISTEREDHOLDERS OF XXXX ASSET-BACKED CERTIFICATES XXXX SERIES XXXX-XXXX XXXXT, ( Also Known As- XXXX XXXX XXXX XXXX ) Fact : XXXX XXXX ACKNOWLEDGE ASSIGNMENT OF MORTGAGE WAS ADDED IN ERROR., On XXXX we called XXXXXXXX XXXX ( Bankruptcy Dept. who handles all XXXX XXXXXXXX XXXX accounts ) XXXX and spoke to XXXX XXXX Representative XXXX, we asked her how can XXXXXXXX XXXX add an Assignment of Mortgage if XXXX was not the Noteholder and we advised her of the copy of the Loan Modification making XXXX our Noteholder and XXXX XXXXXXXX was Servicer, as of XX/XX/XXXX and that XXXXXXXX XXXX sent this information to us on XX/XX/XXXX, XXXX then verified information and then said XXXX made an error, so XXXX then called the XXXX Mortgage Dept., where they verified that XXXX started collecting as Servicer as of XX/XX/XXXX, while on the phone talking with XXXX a Representative from XXXX XXXXXXXX XXXX ( XXXX ) called me so we were able to bridge her in, who basically verified they sent us our Satisfaction letter, so XXXX then called Select Portfolio Servicing and advised them that XXXXXXXX XXXX made an error, Select Portfolio Servicing Representative XXXX said basically nothing she can do, to contact the Lawyer we advised her we did, so XXXX then advised us to Fax in the Loan Modification and Title Search, Deed info everything to ( XXXX ) XXXX XXXX investigation Dept., research claims # was XXXX ( HLEO ) Home Loan Executive office, to see why it was transferred and the 2nd one was XXXX to Explain Assignment of Mortgage, they officially received XXXX. XXXX acknowledge they were Noteholder and that there is no Lien and they were willing to work with servicer to remove any Liens, we sent information to Select Portfolio Servicing- ( Servicing for Investor XXXX since XXXX ) and to XXXX - ( XXXX-servicing for XXXX XXXX XXXX XXXX until XXXX XXXX XXXX There is No Mortgage, No Assignment of Mortgage, No Lien.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60621
Submitted Via: Web
Date Sent: 2023-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: SPS keeps saying no modifications! Called XXXX XXXX said would approved? going thru state assistance to bring current now. Keep saying NET PRESENT VALUE they just want to take house because of equity!!!!!!!!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23231
Submitted Via: Web
Date Sent: 2023-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A