Date Received: 2023-03-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The mortgage servicer on my home loan, Select Portfolio Servicing ( SPS ) informed me the company issued a refund check for {$130.00} in XX/XX/XXXX for a refund of escrow overpayment. Since then we have spoken with CSRs and supervisors on more than 10 separate occasions and written multiple times notifying the company that we never received the check and to request a replacement. Each time we speak with representatives, we receive conflicting, inaccurate, and outright misleading answers, including : 1 ) The check was cashed XXXX XXXX XXXX 2 ) In response to my request to provide a copy of the cleared check for my review of the signature, SPS said they could not send me a copy of the check 3 ) After submitting a written request as a QWR, SpS responds every 30 days stating they require 30 more days to research the matter 4 ) In a phone conversation on XX/XX/XXXX a rep told me the check was being prepared for mailing that week and verified the mailing address 5 ) Today, a supervisor told me the Advocacy Unit is still researching the matter and she could not give an expected completion date. I told her I will file a complaint with the CFPB today.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX I called and spoke to SPS Select Portfolio Mortgage Servicing Company that bought my mortgage in XXXX regarding an unauthorized payment made by SPS to XXXX XXXX XXXX in the amount of {$16000.00}. I did not receive any notice regarding this payment. There was no lien or lien sale regarding the water bill. But instead SPS once again took it upon themselves to pay this bill and to attach it to my mortgage and charge me interest and increase my monthly mortgage amount. This is the second time that SPS has paid a debt on my behalf to only charge me an outrageous amount of interest and monthly amount due. I do not want an escrow account and had intentionally cancelled in in early XXXX. The property tax bill that SPS paid was done against my written notice ( as per company instructions ) to fax letter stating that I do not want the company to pay this debt. My monthly mortgage payment went from {$1000.00} to {$2000.00} due to SPS disregard to my written notice not to pay this debt. Now with the water bill SPS paid has increased the mortgage monthly amount to {$3000.00}. This is a deceptive practice and the first time SPS had ignored my written notice instructing SPS not to pay. The payment made to XXXX XXXX XXXX was done without any merit or notice. The account was not in lien or lien sale. I called today to demand SPS immediately repay the amount of {$16000.00} back to XXXX XXXX XXXX. I was told they would put in a request to research the matter?? I explained that time was of the essence. But the only recourse for me was to wait to see if the advance be repaid to the escrow account? This does not make sense. If the money is not refunded to the XXXX XXXX XXXX in full, the grant will no longer be available and SPS profits by this by charging me interest on said money.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10312
Submitted Via: Web
Date Sent: 2023-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-01
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: I am participating in the Homeowner Assistance Funds ( HAF ) program, and my servicer Select Portfolio Servicing, Inc. ( SPS ), is a participating servicer. A grant awarded to me was disbursed to SPS on XXXX XXXX, 2023, for more than the current amount due. I got a letter from my service provider ( SPS ) yesterday, XXXX-2023 stating, " ... the funds of {$11000.00} will not be applied to your account because this is less than the amount we previously advised was necessary to stop the foreclosure action. As a result, your account is still in foreclosure. '' However, my current mortgage statement date : XXXX-2023 states the amount due is {$10000.00}. Furthermore, SPS mentioned in the " held funds '' letter, " If you send us {$11000.00} by XXXX/XXXX/2023, we will credit the payment to your account and stop the foreclosure. '' I am baffled!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21239
Submitted Via: Web
Date Sent: 2023-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: As of XXXX I called to verify what information is needed. I was told they bank account number clarification which was told to my relationship manager on XXXX. I stated that the account number ending in XXXX was the same account ending in XXXX which reflect on multiple documents sent several times. As of today I received another electronic letter asking for more banks statements which have I provided. The letter is not specific to which additional account history they are needing and I am the only consumer they should be concerned with. I feel they are being too invasive and not acting on a loan modification workout plan. My consumer rights are being severely impacted, they are asking for other peoples personal information ( not on the loan ) that I can't provide. I am entitled to a loan modification review and they keep stalling in redundancies. My renters have no banks statements no bank account information I can share. I uploaded and emailed my stock account and explained I am doing credit card advances/borrowing money to make ends meet until a solution arises. I told them my hours wages vs debt owed to include utilities, cost of living etc. Which also reflect on the shared branching institution deposits. On XXXX XXXX I received a call XXXX who received the CFPB complaint and she said they have until XXXX to finalize a modification.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80011
Submitted Via: Web
Date Sent: 2023-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I attempted to change an autopayment selection from my mortgage lender Select Portfolio Servicing , Inc. which I'll refer to subsequently as SPS. My attempt was made on XXXX XX/XX/2023 to prevent an automated payment on XXXX XX/XX/2023. SPS refused to honor this request so the payment request will fail costing me additional charges from both SPS and XXXX XXXX XXXXXXXX. SPS claims they need 48 hours to modify autopayment options, but there was no information provided to the consumer regarding this requirement until an attempt was made to cancel the autopayment. It should be noted that this payment is not due until XXXX XX/XX/2023 and the consumer plans to pay this from another account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34982
Submitted Via: Web
Date Sent: 2023-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am still having issues with this mortgage loan servicer asking for more information for loan modification application. I been compliant now they are asking for additional bank history which already been supplied. And as of today XXXX.2023 the loan servicer is confused on my bank account number.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80011
Submitted Via: Web
Date Sent: 2023-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Dear CFPB REpresentative, I am writing to express my frustration with the recent calls I have received from your representatives regarding my mortgage payment. As a self-employed individual, I notified your company three years ago to stop calling me if my payment is not posted by the XXXX of the month. I have been able to consistently make my payments on time and have not had any issues until this month. Despite my previous request, I received three calls back-to-back, with the first representative not understanding that my payment is scheduled to be made at the end of the month. I explained that this has been my payment schedule for the past three and a half years and that my account has not been late. I also asked the representative to stop calling me. In the past, I have received a late notice for the following month with the current month included as a way of reminding me. Additionally, I received an email with the same information. Just three weeks ago, I called your servicing department to ask a question about my billing, and the representative and I spoke about my payment schedule. She confirmed that my payment history reflects an end-of-month payment, not 30 days late. Despite my repeated requests for your representatives to stop calling me, they have continued to do so, even though my payment was scheduled to be made today. The latest call I received was from a representative with a western accent who seemed to find humor in my request not to be called. I felt belittled when she asked if I did not want you to call me, and I had to repeat myself, saying, " Do not call me. '' I ask that Select Portfolio respect my previous request to stop calling me if my payment is not posted by the XXXX of the month. I hope this complaint will bring about the necessary changes to ensure that I do not receive any more unwarranted calls from your representatives. Thank you for your attention to this matter. Sincerely, XXXX XXXX Account # XXXX XXXX XXXX XXXX, XXXX, XXXX [ XXXX ]
Company Response: Company believes complaint is the result of an isolated error
State: PA
Zip: 19141
Submitted Via: Web
Date Sent: 2023-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In the letter from SPS of CFPB complain # XXXX SPS # XXXX. In your inquiry, you requested an escrow refund. Our review found that SPS has not yet received the tax refund from the taxing authority for the incorrect parcel that was being tracked. Customer # XXXX. We dont understand about tax refund from the taxing authority. We contacted XXXX XXXX tax department. They said they got only one tax payment in XX/XX/XXXX. And your company also provide only one receipt for this ( tax period : XX/XX/XXXX, to XX/XX/XXXX ). Therefore, we can not understand why your company keeps saying not yet received the tax refund from the taxing authority. To prove your comment, provide two different receipts for tax payment for XXXX. And, this issue was coming from your company fault, not our fault. I have always paid in time with your company statements without any delay. SPS # XXXX On XX/XX/XXXX, SPS followed up with the tax agency for the status of the refund. Once the refund in the amount of {$7800.00} is received, funds will be applied to escrow, and you may then request to have any overages refunded to you. Customer # XXXX. Since We have requested the refund of two times escrow charges, we have investigated the documents precisely and contacted your company and XXXX XXXX department so many times, even we can not count it. Despite our countless efforts to fix this problem, we still didnt get the exact date and information when it will be fixed or when we can get the refund. Please, provide the date when your company fix this problem. We have a severe pain with this monthly payment now.
Company Response:
State: MD
Zip: 21042
Submitted Via: Web
Date Sent: 2023-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2023 I received my mortgage statement and my XX/XX/2023 payment was not posted on the statement, even though SPS had received the payment. Therefore, the account info was wrong as well as the interest bearing principal. Nor did I receive the payment statement for XX/XX/2023.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 31907
Submitted Via: Web
Date Sent: 2023-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I applied for a short sale in order to prevent a foreclosure on my home in accordance with the CA homeowners bill of rights which gives me the rigth to save my home from a lender foreclosure, my foreclosure date is XX/XX/23, which is plenty of time to apply and start the process for the sale of the home, but SPS the servicer of the loan and not the lender has repeatly lie about that they were not able to complete the valuation because the real estate agent they hired to do the XXXX was`nt able to reach me to to gain entry into the home to look inside, which is a flat out lied because i spoke to the agent to set up the appointment and he never showed up because SPS cancelled the the appointment for no reason and not even the agent knows why it was cancelled either, I also included a letter addressed to the CA ATTTORNEY GENERAL OFFICE stating repeatly that they couldnt get a hold of anyone to set up the home inspection which is a total lie, and now there telling me its too late to save my home with a sale date in XXXX, nonsense!!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92881
Submitted Via: Web
Date Sent: 2023-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A