Date Received: 2022-11-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: ADDITIONAL INFORMATION RECEIVED REGARDING COMPLAINT FILED ON XX/XX/22 ON THIS SITUATION COMPLAINT # XXXX. Was able to contact the MI insurer, XXXX, who is the entity SPS claims to be awaiting decision from and I was advised that on XX/XX/22 XXXX reached out to SPS requesting additional terms and has yet to obtain a response to their request of XX/XX/22. The assigned loss mitigation specialist at XXXX, has internally followed up with the servicer and no response. Yet when you contact SPS for status you are told that they are awaiting a decision from XXXX, that XXXX has it under review which is not the situation. Multiple calls have been made to SPS escalation team, the Ombudsman department, and they have no mention of this information. If XXXX does not receive the " terms '' they requested on XX/XX/22, the file will subject to yet another valuation and the homeowner would need to once again for the 4th time provide updated financial information. SO basically starting the process over for the 4th time. The homeowner who is a veteran of the XXXX forces and under medical attention needs to get this resolved.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33414
Submitted Via: Web
Date Sent: 2022-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: All phone calls were on recorded lines XX/XX/XXXX : I made a mortgage payment of {$21000.00} via check to XXXX XXXX XXXX XXXX XX/XX/XXXX : All XXXX XXXX XXXXXXXX received the check XX/XX/XXXX : The {$21000.00} payment posted XX/XX/XXXX : My mortgage account was transferred from XXXX XXXX XXXX XXXX ( XXXX ) to Select Portfolio Servicing, Inc ( SPS ). XX/XX/XXXX : I was told, by an employee of SPS, that my access to make online payments would not be available until XX/XX/XXXX, and that I could wait to make the payment until then if I wanted. XX/XX/XXXX : I made a mortgage payment and noticed my account was overdue for an XXXX payment for {$21000.00}. XX/XX/XXXX : I made a call to SPS to determine the cause of the issue. a representative told me that the previous accounts holders, XXXX, did not have proof of payment on the ledger when SPS made their initial inquiry prior to taking control of the mortgage account. I requested that they open a ticket to resolve the discrepancy. I was told to wait 10 business days to see the resolution from their investigation team. XX/XX/XXXX : I spoke with a representative of XXXX over the phone to determine why the payment was received but not documented. The representative told me that the loan payment was received XX/XX/XXXX and that SPS must have used information gather prior to that date. I requested email confirmation of what was discussed in the call. XX/XX/XXXX : I received an email from XXXX stating the date of the payment receipt. XX/XX/XXXX : I receive a call from SPS inquiring about my " missing '' payment. I let them know that there should not be a missing payment and I have them speak with my executive assistant about gathering the proof of payment. My assistant sends over the email from XXXX as an attachment as well as a screen grab from my bank showing the posted date, check number and amount. XX/XX/XXXX : I call SPS asking on the status of my account, because the online portal still shows a missing XXXX payment and that both of my recent payments are categorized as " Unassigned. '' I am told that they are still working on correcting the issues and that it can take some time. I told them that the proof requested was submitted via email and the representative confirmed that they did receive it and that it is noted on my account. I was left without a resolution. XX/XX/XXXX : My assistant, who is approved to manage the account on my behalf, resent the attachments with a request for a timeline of the resolution with no response. I gave them notice that we would file a complaint with the CFPB our request is ignored. XX/XX/XXXX : I make the {$21000.00} payment for XXXX and the account is still missing the XXXX payment. I make a call and request an update. Told the representative the entire timeline of events and I ask to escalate the ticket ; they look at the ticket and say that they have until XX/XX/XXXX to resolve the issue. They tell me that I can not request an escalation until that date passes. I request that they correct this issue and to not incorrectly report a missing payment to the credit bureaus. She said it shouldn't if the account is being actively investigated. I ask for her response in writing, and I am told that they do not do that and that the call is recorded. XX/XX/XXXX : I call SPS again and relay the timeline of event to the representative, I am told they received messages from XX/XX/XXXX and XX/XX/XXXX and it on my file. I ask to escalate the ticket and I am told that they do not do that for these issues. I relay what the last representative told me and then this representative tells me that he has escalated the ticket. He asks what else he can do for me ; I ask that they do not falsely report this account to the credit bureaus, and he proceeds to tell me that they must report this and if I want to get it fixed after the ticket is resolved then I can ask them at that time.
Company Response: Company believes complaint is the result of an isolated error
State: NV
Zip: 89052
Submitted Via: Web
Date Sent: 2022-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have fully paid up my mortgage dues and Select Portfolio Servicing OMBUDSMAN OR CUSTOMER SERVICE refusing to correct my account which is still showing as 1 month behind. I NEED AN AUDIT. Here is proof of all my payments made after Covid-19 : PAID {$1600.00} XX/XX/2022 PAID {$1200.00} XX/XX/2022 CONFIRMATION XXXX PAID {$330.00} & {$330.00} CONFIRMATION XXXX PAID {$1700.00} XX/XX/2022 CONFIRMATION XXXX PAID {$300.00} XX/XX/2022 CONFIRMATION XXXX PAID {$1600.00} XX/XX/2022 CONFIRMATION XXXX PROCESSED BY XXXX XXXX XXXX XXXX WHO TOLD ME THAT MY ACT. WAS FULLY CURRENT PAID {$300.00} XX/XX/2022 CONFIRMATION XXXX {$300.00} XX/XX/2022 CONFIRMATION XXXX {$300.00} XX/XX/2022 CONFIRMATION XXXX {$300.00} XX/XX/2022 CONFIRMATION XXXX {$300.00} XX/XX/2022 CONFIRMATION XXXX {$300.00} XX/XX/2022 CONFIRMATION XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33169
Submitted Via: Web
Date Sent: 2022-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am a homeowner with title to property located in XXXX XXXX XXXX, California. I am currently seeking to refinance the homestead, but I am being stonewalled by the actors who say they represent a creditor. I have sent a Qualified Written Request and Debt validation letter, but they refuse to send any copy of the alleged or implied unpaid loan account that they claim rights to administer, collect or enforce. And to be clear, this is not coming from a distressed homeowner. It is coming from a homeowner who is willing to pay off the implied loan account in full based on the balance due in that account. Despite formal and informal requests, I have no further information on any authority for anyone to act as an agent since I have yet to hear directly from any party who was or could be a current creditor. I did believe that there was an unpaid loan account on which I was making payments, and I am still current on scheduled payments. If satisfaction and release of the note and lien are executed and recorded, it must ( as per California law ) be done by the beneficiary under the deed of trust or a party that has the written authority of the beneficiary to do so upon the beneficiary 's acknowledgment of ownership of the unpaid loan account and acknowledgment of payment in full, which I am prepared to do. SPS ( Select Portfolio Servicing, owned by XXXX XXXX ) refuses to pass on our questions to the party it says is the owner/creditor of an unpaid loan account due from me. I have never received any notice from any XXXX of any company or bank that asserts ownership of the unpaid loan account if it exists. This is interfering with my ability or refinance or sell the property. I am told by representatives of SPS that I can get a title insurance policy issued, but that does not address the title issue. I do not want protection against a lawsuit ; I want a conveyance and release that makes a lawsuit impossible. Given the widespread fabrication of documents that have been the subject of nearly a XXXX dollars in settlements and agreements to start complying with the requirements of RESPA and the FDCPA, it would seem obvious that the simple answer to my simple questions would be readily available -- -i.e., that I would receive a statement from the creditor ( not an agent ) affirming the existence of the unpaid loan account on its books and records, the appointment of SPS XXXX or someone else ) as an agent and directing my payments to the agent. Thus far, all I have ever received are instructions from people claiming to be servicing the loan account but not providing any statement from the alleged creditor that this is authorized by an XXXX of the creditor, who owns the unpaid loan account that is implied to exist on the books and records of the named creditor. And while assignments have been recorded, there is no affirmative action undertaken by the alleged creditor accepting the assignment or acting in any way consistent with ownership. All questions relating to the balance on the creditor 's books are diverted to SPS, which only has a " payment history. '' I continue to make payments solely to avoid the threat of foreclosure. But at this point, I am certain that my payments have been collected as revenue and not credited to any unpaid loan account. This should be the subject of both FTC and CFPB investigations. I executed loan documents naming " XXXX XXXX XXXX '' and " XXXX XXXX Mortgage XXXX '' as lenders in the first and second mortgages, respectively. Still, concerning making payments or the authority of an agent to collect payments from me, the last time I heard from either was the " closings. '' XXXX XXXX XXXX was acquired by XXXX XXXX on XX/XX/2008, without any assignment of my mortgage -- - nor any transaction in which XXXX XXXX paid for or otherwise acquired my alleged debt, note, or mortgage in a purchase, sale, or assignment transaction. Multiple documents have been recorded reciting facts that are not founded on any events, transactions, or conveyances from any person or company that ever owned anything relating to my transactions. Despite the above-referenced settlement with the XXXX XXXX of all XXXX states and the U.S. Department of Justice , these documents continue to be filed and continue to be fabricated out of thin air. It is not up to me to prove that the loan account doesn't exist. If someone is making a claim based on the existence of a loan account, then they need to show the loan account to me. SPS ( and XXXX XXXX, XXXX XXXX, and other actors ) have stonewalled every request to do that, leaving me and any future lender in a quandary as to whether and how to complete any further transactions. My statutory letters are uploaded with his complaint, including the " response '' that refuses to even acknowledge the questions it refuses to answer. It comes in an unsigned letter indicating an employee of SPS. Still, it does not specifically state that the employee has performed any investigation or possesses any personal knowledge of the accounts or ledgers of the creditor.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90066
Submitted Via: Web
Date Sent: 2022-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX XXXX Re : Select Portfolio Servicing - Account # XXXX Dear Consumer Financial Protection Bureau, XXXX XXXX XXXX XXXX, XXXX XXXX DC XXXX Subject : Select Portfolio Servicing - Account # XXXX I am filing this complaint because I desperately and URGENTLY need yourimmediate attention and help. For the past year and a half I have unsuccessfullytried to work with the new company assigned to my mortgage ; I am now in a terrifyingposition where I am facing possible eviction from my home if there is no outside intervention.I am asking for your urgent assistance. My mortgage was transferred for the umpteenth time from XXXX XXXX XXXX XXXX to Select Portfolio Servicing ( SPS ) ( based on information I was given from them ). From that moment on, I've experienced extreme difficulty with the process that has occurred from inception. I was not informed of the transfer of the transfer of mortgagees, and not knowing that my account had been transferred, I made a payment to XXXX XXXX and was contacted by SPS sometime after informing me that I had been transferred to them for servicing. I explained that I had already sent a payment to XXXX and was told that they would contact XXXX regarding that payment. I was placed on a 3 month trial modification from XXXX to XXXX, XXXX, and after successful completion, waited to hear from them SPS going forward.In the meantime, around the same time, I was alsomade aware of the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and submitted an application for assistance from SPS and asked thatit be considered in whatever plan was created.Sometime later, I was sent a 5 year XXXX SPSwith projectedamounts for me to sign.In this applicationsubmission, I questionedsome of the items and amounts included in the plan and was given answers that were not clear. The escrow included additional amounts that I was told were projected guesses based on what they thought might happen inthe future. They had me repaying the insurance they had paid and added additional fees. They claimed that I owed an escrow amount of {$2200.00}. I asked to have the escrow removed and said I would pay it. I sent a check in the amount of {$2200.00}, mailed via USPS Priority Return Receipt Requested on XXXX, XXXX. Several weeks passed and SPS stated that they had not received the check. I checked with the XXXX XXXX XXXX and was told that it was in transit.After almost 2 months, I received the green slip witha signature and the stamped name, XXXX XXXX, verifying itsarrival at SPS. The card was stamped with the date, XX/XX/XXXX. Upon contactingSPS customer service about the confirmeddelivery of the escrow check sent, no one spokento wouldidentify the person whose signature was on the slip and I was advised by an SPS agent to cancel thecheck. I did as told ; however, future attempts on my part to again pay the escrow and later, the propertytaxes were rejected. Moreover, I was instructed not to attempt to make any payment, but instead to wait until the XXXX application was processed. In the meantime, my submission of the XXXX application began a series of horrific, never-ending complications with SPS. For example, from each representative that I spoke with, I often got conflicting information as to what would be acceptable to satisfy the required documentation. When I would submit that, I would later be told by another agent that what I hadsubmitted, in accordance with SPS instructions, was not sufficient and thatI needed some other type of documentation. A significant amount of time was spent having me re- sendthe same document over and over just to have it rejected numerous times. An example of this was the XXXX application that I submitted several times via their email site and also subsequently by fax. Besides, completing and submitting the XXXX application on my own more than once, I had evencompleted their online application withmy relationship XXXX, XXXX, going through it line- by- line with me while on the phone. She was surprised when the application came to an end without the parts they kept referring to, proving that they were NOT made available to me on theirsite. I was continuously told that I was missing pages of the application that were not available via their website. When I requested that it be sent by email, I was repeatedlytold by their representatives that this could not be done. Instead, over a period of months, they continued to send, by mail, the same pages that I had submitted on numerous occasions, regrettably adding more time to this already lengthy process. And every time I spoke to a representative, I was told about the missing pages, yet no one ever sent those missing pages. A couple of times I encountered SPS representatives who admitted that I had NOT been sent the correct forms on any of theoccasions or in any of the mailings sent to me. After more than a year of going through this horrendous experience with SPS, I was able to get a SPS representative who admitted to the issue and agreed to accelerate my case to a higher level. She attempted to reach them while I was on the call, but when unable to do so, she constructed a message and said she sent both the message as well as putting the details in the notes. When I called back later and asked about the acceleration of my application, I was told by yet another SPS representative that there were no signs of my case being accelerated anywhere in the record. This sounded strange and suspicious to me because the previous SPS representative for which I referred had read it out to me as she wrote it. This new SPS representativesaid that she would also put in a request for acceleration of my case. Sometime after, I was able to speak with someone in the SPS XXXX XXXX who again brought up several deficiencies in the XXXX application that I had submitted ( missing tax information and missing XXXX application pages ). I again explained about the tax papers and repeated that I had not received all the pages, neither online nor by mail. I added that I had on more than XXXX occasion asked that they be sent by email, but had been told that this was impossible. The XXXX representative agreed to send it by email and did, and for the XXXX since this long process began, I became privy to the missing parts. I immediately completed the forms and returned them by email to the Ombudsman email address used to send them to me. I received an auto-confirmation of the receipt. Upon checking, I was told that the first XXXX parts had been received, but not the original missing pages. I resent those said to be missing, and upon calling, was told that they had been received ; however, the first XXXX parts said to have been received earlier, were now missing. I resent all pages again and received the usual auto-confirmation of the receipt. This time I was told all parts had been received. On speaking to SPS representative, XXXX, on XX/XX/XXXX, I was informed that the XXXX application had finally been submitted for review on XX/XX/XXXX and that I should hear something in the coming weeks. This is after 1 year and 7 months after the XX/XX/XXXX date when I was told that my case was turned over to them. Upon speaking with a SPS representative on XX/XX/XXXX, I was informed that a new Payment payment Plan plan had been sent to me by SPS by mail, having masking that I pay a monthly amount of {$1800.00} for 6 months beginning XX/XX/XXXX, an increase she said, from the {$440.00} that had been established earlier. She said that this amount had been based on the XXXX application that I submitted. This was shocking to her, and extremely upsetting tome, not only because of the length of time that SPS had dragged out this process, but especially because I had sent proof of my monthly income, which is the {$1500.00} that I receive from Social Security XXXX. The amount they are demanding is {$350.00} more than my monthly income and therefore an impossible feat for me to fulfill. I feel that this was the intended outcome all along, thereby, creating a scenario that is not within my ability to fulfill, making it an option for them to foreclose on my home. There's a suggestion that SPS had already contacted an attorney about moving forward with foreclosure proceedings before they had even begunto work with me on developing a new paymentplan, which reflects their intentto take over ownershipof the property from early on. They continued to throw XXXX obstacle afteranother before me as I worked with them, which I voiced on several occasions.In fact, with phone calls and contactthatI had with SPSrepresentatives, I was informed that my casehad been turned over to an attorney for legal action and that they had placed it in foreclosure status. They were seemingly readying themselves for the moment when they could put foreclosure into action.I believe they pretended to be above board with the notion thattheywere trying to help whilst all the time undermining all my attempts to save my home from foreclosure. Given the ongoing global pandemic and economic challenges, this has been an extremely difficult time for me financially and emotionally. I have been put in an impossible situation, and SPS has not acted in good faith. Instead, all their actions undermined my efforts to get help to save my home. In addition, there were even times when they would call from variousnumbers and hang up after I answeredthe phone. In addition, there were times when representatives would refuse to identifywho they worked with whilst demanding my identification, only to hang up when I continued to ask for that information. Too Late, I realized that I should have been documenting all those periods of them hanging up when I answered because they were probably attempting to establish a record of their attempt to contact me, then claiming that I did not respond, as a means of advancingtheir case against me.Throughout these exceedingly difficult times, I feel betrayed andtaken advantage of as a consumer. My experience with SPS has been detrimental in EVERY conceivable way. Not only have SPS damaged my case with theirunprincipled handling and overall unfair treatment, making it even harder for me to retain ownership of my home, and increasing my overall debt, but they have also caused me significant XXXX XXXX XXXX XXXX XXXX XXXX XXXX levels that has led to massive increases in my XXXX XXXX, resulting in the need for additional prescribed medication. Every engagement and contactinteraction, or even the thought of contact with SPS had, and continues to have, an emotional and physical impact on me that has led to increased feelings of XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX in my XXXX XXXX levels, affecting my XXXX XXXX I am askingfor yourintercession and intervention on my behalf with this case to help me resolve my case in a way that would allow me to retain my home ina fairand ethicalway. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33157
Submitted Via: Web
Date Sent: 2022-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We have been trying to obtain a short sale approval on the property. Buyer and seller have been under contract since XXXX of XXXX. Every document required by the XXXX XXXX XXXX has ben provided on numerous occasions. The Short Sale was first initiated in XXXX of XXXX and everything needed was complied with. Again in XX/XX/XXXX the short sale was again reinitiated. It took the servicer over 60 days once the file was deemed complete and the XXXX Insurer required another valuation. When the second valuation was completed the buyer agreed to new higher sales price and all documents were submitted multiple times with last time on XX/XX/XXXX. On XX/XX/XXXX the XXXX insurer countered again as they needed some fees removed that had been on the HUD the entire time since XXXX of XXXX. Once again the buyer agreed to the fees being removed and accepted their counter and all documentation was sent again for the 4th time on XX/XX/XXXX. We were told that a decision would be made in 30 days. It is now day 42 from this 4th submission and nothing. Only response provided by SPS escalation team is they are waiting on the MI insurer to issue the approval letter. The homeowner, a veteran who served our country for many years has been super inconvenience and is extremely frustrated.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33414
Submitted Via: Web
Date Sent: 2022-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Called XXXX XXXX they said they are not suing me. Hired a private investigator. He said trust claiming ownership does not exist, tax numbers also do not exist, people signing documents are not employees of the company they are claiming and are actually employees at the time of XXXX XXXX XXXXXXXX. Actual company loan was took out from ceased existence in 2007 and forfeited their license in 2007 to do business. Documents submitted to initiate case and to support their case are from another non named party called select portfolio servicing. They are a non named party and their power of attorney is actually a limited power of attorney which strictly prohibits any participation in legal matters. Also the documents filled in the courts have been altered, do not comply with the express conditions precedent of the trust founding documents, and fail REMIC laws.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60655
Submitted Via: Web
Date Sent: 2022-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This is a follow up to three prior complaints submitted against this company. I am under a 12 month repayment plan. I have one final payment to make and then I am expected to make a $ XXXX balloon payment. A loan modification was provided as an option when I began this repayment plan. I have applied for this loan modification twice, and was denied, without explanation. The customer service representative, XXXX, was clear that the investor has provided no reason for the denial.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08003
Submitted Via: Web
Date Sent: 2022-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: SPS sent me a letter stating that they would recast my loan. This was done forcefully. I never requested a recast, which implies me paying more interest AND A BALLOON PAYMENT. When I called they said I was too late. I received this letter too late. I received it on XX/XX/XXXX, they said I had to call on XX/XX/XXXX, through no fault of my own. i called and they had originally said it was done, then they called me back and said i had to take the recast. If there is a time limit on responding they should have sent the letter certified. I DO NOT WANT A RECAST of my loan. They make it sound like it is a good thing, when in fact they are just trying to collect more interest on the loan. Who knows how many more people they have done this to.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60618
Submitted Via: Web
Date Sent: 2022-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a loan modification from select portfolio services Bank in XX/XX/XXXX. I then completed the 3 month trial mod, paying ahead of time. 2 months after that sps demanded my ex husband 's signature to complete the modification. I can not produce that, as I have a final restraining order against him for severe XXXX XXXX. He had attempted to XXXX me..sps knew this beforehand and agreed to the mod and accepted my payments. Sps refused to take more payments in XXXX XXXX then sent them a Notice of Error in XX/XX/XXXX. They had 30 days to respond but did not respond. At this point, they are attempting to foreclose on my mortgage. Please help, as survivors of XXXX XXXX, my children and I need our home. I have lived here for XXXX XXXX Also : I had filed a complaint with XXXX XXXX XXXX XXXX in XX/XX/XXXX, they accepted and worked with me to get the modification. It was several months after sps took my payments and I honored the mod, that sps denied my money. Also sps called my homeowners insurance and told them that the home was vacant in XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. The home has never been vacant, I have resided here every single day and kept the property in pristine condition. Sps committed many acts of fraud against me. Please help. Thank you so much for your time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08721
Submitted Via: Web
Date Sent: 2022-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A