Date Received: 2023-02-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: The mortgage company is delaying progress in reviewing my loan modification application. I inquired the loan modification on XX/XX/XXXX. Uploaded documentation needed by XXXX XXXX. During the past XXXX XXXX weeks I have been asked for documents already uploaded to their portal. I also emailed the same documents. They are delaying the relief I need until my circumstances change. I have been paying two mortages on {$30.00} per hour pay. Both mortgage companies are operating in the same fashion. They are not taking the time to evaluate documents sent beginning XX/XX/XXXX. I sent my pay slips/stubs, several bank statements, spoke with several representatives with no movement on my review to modify this loan. The loss mitigation department took two weeks to tell me documents were missing. Upon confirmation by a customer service representative said the documents were there. I explained the current events of my tenants. This led to them asking for more bank statements knowing they haven't been able to pay any rent since XX/XX/XXXX. Now I am further behind on a loan modication work out plan because the loss mitigation department refuses to pull documents from the portal.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80011
Submitted Via: Web
Date Sent: 2023-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-22
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I have tried numerous times to explain to your agency that SPS Portfolio XXXX is discriminating against me and tying up my clear deed and title to my property. Now Im explaining to you that SPS Portfolio XXXX is using my title and deed to my property to charge me after my insurance company has paid off my mortgage. My house completely burned on XX/XX/2022, my homeowners insurance company paid off my mortgage and I am still fighting this SPS Portfolio to get the clear title and deed to my property so that I can get my house cleaned up, hauled off and rebuild. I have XXXX XXXX and I have had to cut my medical treatments back to keep my paid off mortgage out of foreclosure. This company has been a problem and my homeowners insurance company told me that they would back me 100 % in lawsuits against this company. Im highly upset that this company is allowed to do this and its tying up my necessary health treatments and my finances dealing with my completely paid off mortgage. My insurance adjuster told the people at the company that she had recorded every conversation she had with them and that my insurance company was going to support me in filing lawsuits against the company. I have enough to handle and need someone to help me. My insurance company doesnt trust this company and has them continuously lying over and over again. Now I have enough to deal with and these people are are making it worse
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29720
Submitted Via: Web
Date Sent: 2023-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/2022 we applied for a new loan and was denied based on a negative credit report from SPS stating we owed them XXXX. We provided information showing our home sold on the XXXX of XX/XX/2022, proof of payoff to the mortgage company on the XXXX. The closing attorney office also made contact to verify they sent payment. After a 30 day review by SPS, they are now telling us they did not honor our original payoff quote sent by them on XXXX XXXX for {$200000.00} because they made an HOA payment to the condo association on XXXX in the amount of {$2900.00}. We did not owe this money to the HOA as we are required to have a clear 6D to close. We received our 6D on XXXX for our XXXX closing. In addition, SPS is stating they paid {$800.00} on XXXX XXXX for city taxes on a property we do not own. Because of this additional {$3700.00} they disbursed to the HOA and City tax department they will not honor our original check in the amount of {$200000.00}. Their quote from XXXX expired on XXXX XXXX, we closed on the XXXX of XXXX and the quote they sent should be honored. The closing attorney and I have both provided documentation of the payoff quote from them, copy of the fed express mailing with the payoff check. We seek your help with getting the mortgage company to honor the original payoff quote and apply the check we sent. Remove late fees and negative credit reporting. For then to request funds they sent on a sold property to City Taxes and the HOA office directly and not try to force us to pay for their mistake. We are unable to secure a new loan to purchase our next home due to their error.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 01902
Submitted Via: Web
Date Sent: 2023-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXX, I was affected by the COVID-19 pandemic which resulted in loss of employment. I contacted my mortgage provider who allowed me to make partial payments. On or around XX/XX/XXXX, my client portal to make partial payments was disabled. On or around XX/XX/XXXX, I contacted Select Portfolio Servicing, LLC to ask about the client payment portal being disabled. I was advised that I could no longer make partial payments and only FULL PAYMENTS would be accepted from that date going forward. Select Portfolio Servicing, LLC placed me on a Forbearance. During the forbearance process, I made contact with the approved government organizations that were listed on Select Portfolio Servicing, LLC website for mortgage assistance. In XX/XX/XXXX, I applied for assistance with the Maryland Homeowners Assistance Fund. On or around XX/XX/XXXX, I was told verbally by a Maryland Homeowners Assistance Fund that I approved for a {$20000.00} Maryland Homeowners Assistant Fund Grant, which would be applied to my delinquent mortgage balance. Any outstanding delinquent amounts over {$20000.00} will be applied to the back end of my mortgage. However, XXXX XXXX Program was waiting for confirmation from Select Portfolio Servicing, LLC so XXXX XXXXXXXX could take this to underwrite. On or around XX/XX/XXXX, I received a phone call from Select Portfolio Servings to state that they have denied the Approved Government, Maryland Grant. Select Portfolio Servicing is only interested in having me take advantage of their IN-HOUSE financial solutions. On XX/XX/XXXX- Select Portfolio Servicing, LLC initiated foreclosure on my property, however, they allowed me to be placed on a 3-month forbearance beginning XX/XX/XXXX, XXXX. In XX/XX/XXXX, I was advised by Select Portfolio Servicing I was advised that I my mortgage loan was going to be placed in foreclosure status in XX/XX/XXXX ; however, once again, Select Portfolio Servicing placed me in another 3-month forbearance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20774
Submitted Via: Web
Date Sent: 2023-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am writing because my mortgage problems began when Covid started. I worked for the same company for 20 years and as other companies experienced work slow drop down dramatically or completely stopped. Ours didnt stop but it did slow down dramatically. I took advantage of the forbearance that my mortgage company Select Portfolio Servicing was offering to not have to make payments because of hours cut or loss loss of wages, In XX/XX/2020 I was involved in an auto accident with a company vehicle that someone got injured and died. This was an unintentional accident. I lost my job of 20 years and I contacted select portfolio telling them I had needed to continue the forbearance. It was continued until the forbearance ran out. I have been unable to obtain work because of this accident due to several court appearances meeting with my lawyers, etc. I contacted select portfolio servicing and they have not been of any help at all. In the last three months. Ive talked to eight different relationship managers -- -the relationship manager that was assigned to my account has never contacted me. Ive left numerous messages-Ive sent emails Ive sent along with documentation that has both my number and my mothers telephone number.. Finally I talked to a gentleman named XXXX, one of the eight relationship managers. He told me that the relationship manager had documented that she tried calling several times when asked what number she was calling XXXX gave a number that I have not had since the accident happened- if my relationship manager was reading my documentation and listening to my messages she wouldve found that I had a new number and I also authorized my mother to be called about anything, to be given any information, but nothing was ever done now my house is in foreclosure, It was supposed to go on the sheriffs block on the XX/XX/XXXX. I got it moved to XXXX and now because XXXX having other agencies involved now - XXXX and XXXX XXXX XXXX XXXX XXXX I got select portfolio to move to XX/XX/XXXX but theres still no definition of what theyre going to offer as a payment structure. I am being incarcerated in XXXX because of this accident and I want my children to have a home to continue living in, and I have given my mother all the authorization that is needed. in talking with one of the relationship managers, Ive been told they have had a large turnover and a lot of the relationship. Managers are not fully knowledgeable of what to do it issad that some of them dont even try to help they just say Im transferring you Its really sad for such a big business such as select portfolio servicing to have unqualified people especially when its regarding somebodys home being taken away from them
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2023-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Select Portfolio Servicing ( SPS ) charges a {$15.00} processing fee for every payment made on my mortgage loan, which I feel is unnecessary and excessive. SPS justifies this by offering the ability to mail a physical check or set up autopay instead. Mailing a physical check only serves to shift the cost from fees to postage instead. A box of checks is anywhere from $ XXXX {$100.00} and postage is incurred with each mailed payment. Autopay is not ideal in that it does not take into consideration potential timing differences. For example, the timing of when wages are deposited into a personal checking account may differ from when SPS processes the loan payment surrounding banking holidays and non-business days. Autopay also does not allow discretion when it comes to additional payments to principal or escrow. This directly contradicts my loan which states that I have the right to make additional payments to principal " at any time before they are due ... without paying a Prepayment charge. '' I am discouraged that I am unable to conveniently make payments without incurring costly processing fees.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 488XX
Submitted Via: Web
Date Sent: 2023-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I received another letter from select portfolio servicing attorneys requesting the courts gir another sale date while Im still in active review of a modification. This should not be happening at the same time. A sale date that was scheduled for XX/XX/XXXX was cancelled but a new one has been requested on just two weeks while Im still in review.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 463XX
Submitted Via: Web
Date Sent: 2023-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-19
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: XXXX XXXX XXXX in XXXX has been trying for almost a year to get information from Select Portfolio Servicing to clear my house title
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2023, we talked by phone with XXXX and we sent you again via email proof of coverage " Full Value ''. XXXX XXXX XXXX XXXX confirm that the apartment has no improvements, so we do not understand why Selected Portfolio continues requesting H0-6 coverage. I would appreciate it if you could confirm the reason for requesting coverage H0-6.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PR
Zip: 00956
Submitted Via: Web
Date Sent: 2023-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-17
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Beginning in XXXX of XXXX I began to try to assume the loan previously held by my deceased parents. I am the executrix of the estate and the property was deeded to me in XXXX of XXXX. As the new owner of the property I contacted the mortgage company to begin the process of an assumption. As the responsible person for the estate I ensured that the mortgage payment and taxes for the property have been paid in full and on time since the death of my mother in XXXX of XXXX. The mortgage payment is automatically withdrawn from my personal back account every month. The loan is current and an additional {$200.00} per month applied toward the principal is also withdrawn. The loan for the property was originally held and serviced by XXXX XXXXXXXX XXXX. I began the process of working toward assuming the loan and identifying myself as the XXXX XXXX XXXX for the property with XXXX XXXX XXXXXXXX. I made countless phone calls and was instructed to fax all information requested to several different fax numbers. Every time I would follow up by phone to inquire about the status of the process, I would speak to a different customer service representative who would give me different information, tell me to re-send the same documents I had already sent. I was notified that I was recognized as XXXX XXXX XXXX in XX/XX/XXXX and I as sent the paperwork to apply for assuming the loan. As of XX/XX/XXXX the servicer for the loan changed. I was informed that Select Portfolio Servicing, Inc. was now the servicer and that I had to begin the process of identifying myself as XXXX XXXX XXXX all over again and then try to assume the loan after this was complete. This experience has been even more stressful. I would call SPS XXXX or XXXX times a week with some calls lasting longer than an hour. Every phone call was with a different customer service representative, who sounded as if they were reading a script verbatim. They could not answer questions and I was told many times that they could see information and I should get a response within XXXX business days and to call back then. I would always call back and be told the information had not been reviewed and to give a call back in a few more days. All customer representatives said that underwriting had to review what I had sent and that I could not speak to or contact them and that they, the customer service representatives, could only send messages, but not speak to underwriting either. I re-sent all of the same information I had sent to XXXX XXXX XXXX by fax XXXX times, then finally I was told by a customer representative that I could email information. I began emailing information. I would received numerous mailings and phone calls that information was incomplete or invalid. I resent many documents more than XXXX or XXXX times and received numerous mailings and phone calls that did not apply to the loan. Finally in XXXX of XXXX, a customer service representative remained on the phone with me and walked me through the steps of submitting all the information for the assumption and assured me that she could see that I had submitted everything to be named XXXX in XXXX. She encouraged me to submit all of the assumption documents as quickly as possible. I sent all of the documents on XX/XX/XXXX. I was soon assigned a relationship manager who contacted me and said the documents were in order, but underwriting would have to make the determination in order to identify me as the XXXX in XXXX. I kept calling my relationship manager who kept repeating that all documents were in order and I just had to wait until a decision was made. By XXXX when I received no decision and was asked for documents again, which had already been sent, my relationship manager said that I should get my attorney involved and send the message that all documents have been sent, what is needed? Within a week I received notification that I was identified as the XXXX XXXX XXXX for the property and I needed to send back my acknowledgement form. I sent it back immediately. Soon after this I received a letter saying that it would be XXXX days to determine if I was eligible to assume the loan. I received notification on XX/XX/XXXX that I was not approved for an assumption and modification. I did not apply for a modification. I also received XXXX mailings about short sales and foreclosure which do not apply to me. The loan is current, and as I stated earlier I pay an extra {$200.00} toward the principal each month. I once again contacted my relationship manager, who said at first they used your parents credit scores and they are deceased. She began to compose a message to underwriting, about this and said, but wait you make too much money. I stated, they used my monthly income, but not my XXXX XXXX? She then called over her manager and said that I did not qualify for the assumption because I make too much money. She said not to worry I am fully authorized on the account, that everything is in my name including the taxes and insurance. I asked where I could find this information and if I was authorized and I made too much money why was I not allowed to assume the loan. She told me to just keep up the payment and breathe. I continue to receive mailings in my deceased parents ' names and now underneath it says XXXX ( my name ). I have sent a written appeal to SPS for the assumption non-approval. They are supposed to respond within XXXX days. I continue to get mailings from them about how they can help with a short sale, and put me in contact with XXXX of their approved realtors who understand their procedures to make the process go smoothly. I want to assume the loan. I do not want to sell the house. I am qualified, have submitted all information required, and am truly XXXX and XXXX about this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 172XX
Submitted Via: Web
Date Sent: 2023-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A