Date Received: 2022-07-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/14 MD Homeowner 's Assistance Fund underwriting requested documentation from Select portfolio Servicing Inc regarding mortgage account ; XXXX ( XXXX est ) ltr from borrower updating SPS on XXXX status and asking for a timeframe of when documents would be submitted to XXXX XXXX XXXX ( XXXX est ) duplicate payment canceled ; no mention of a demand notice until XXXX XXXX ( XXXX ) ltr demand notice generated in customer portal ; borrower was unable to access and expected such an important document to be sent certified ; XXXX ( XXXX est ) recorded call clarifying that a payment is still scheduled and asked why a demand notice was issued when customer thought SPS was waiting on funds from XXXX once they send necessary documents XXXX ltr uploaded to customer portal asking that it be sent to a specific address because of mail carrier issues or property address if it would be certified XXXX borrower tried to access " demand notice '' and was successful ; noticed the cure date was XXXX ( one for each address mentioned in letter )
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 206XX
Submitted Via: Web
Date Sent: 2022-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I hold a mortgage with XXXX Bank. My servicing was moved to SPServicing in XX/XX/XXXX with little notice. I was told SPServicing was simply servicing my loan payments. Starting in XX/XX/XXXX, I made monthly payments via SPServicing website ( rigidly built ). In XX/XX/XXXX, I tried making two payments via my bank but was forced to use an arcane method that took days, because SPS was not listed as a recipient in my bank 's Bill Pay. It appeared to have gone through from my Bank 's side. In late XXXX, I started seeing past due amounts in my monthly statements. I tried phoning various SPS customer relation managers who would take my information but never get back to me. So I traced what happened through my bank and learned SPServicing had not accepted two monthly payments. In XX/XX/XXXX, specifically on the XXXX, I made a payment of {$15000.00} to catch up the XXXX payments and make the current month payment. The past due amount was still growing and I had no customer service to help me out. In early XXXX, XXXX, I found a customer dashboard on the SPS site. It showed {$3300.00} was placed in an un-applied payment category. I also showed {$24000.00} was held in a what SPS calls a " current escrow account. '' Note, I do not hold insurance or pay taxes to SPS, and SPS did not show this escrow on my monthly statement. On XX/XX/XXXX, I phoned SPServicing in XXXX XXXX XXXX, UT. I spoke with a XXXX who saw the issue, and stated SPS Cashiering would move {$27000.00} of escrow and un-applied payments into my regular monthly payments category. XXXX verified that would catch me up as of XX/XX/XXXX. On XX/XX/XXXX, I spoke with my ( then ) assigned Relationship Manager - XXXX XXXX. I asked he verify a date funds would be transferred. He said XX/XX/XXXX. Both the call with XXXX and with XXXX were on recorded lines. After XX/XX/XXXX passed, I tried calling XXXX XXXX but he never responded. I wrote him an email at XXXX, asking for an update. I only received a post letter dated XX/XX/XXXX stating SPS will research the issue. In XX/XX/XXXX, SPS started mailing me letters about a trial loan modification, as if I was having trouble making payments. I did not accept that. They never responded to my request about why SPS Cashiering had not made the transfer of {$27000.00}. On XX/XX/XXXX, I wrote XXXX XXXX an email, this time demanding the issue be rectified. I also wrote I was prepared to pay off the loan by the end of XXXX, but again, XXXX XXXX never responded. All I received was a post letter in XX/XX/XXXX with more generic information and contacts, who never respond. This is fraud. Through 6 months in XXXX, I've made monthly payments for the regular amount owed using the SPS website. I kept checking my dashboard for the Cashiering transfer but it never has happened. In the meantime I've received bogus extortion letters about yet a 2nd Trial Loan Modification, a Demand Notice to pay {$30000.00}, and the threat of Foreclosure is it wasn't done by XX/XX/XXXX. Also in late XXXX or the first days of XXXX, SPS took away my access to make any payments through its website. All of this outright fraud has been time consuming and stressful, so I am left with no choice but to issue a formal complaint to CFPB.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 94025
Submitted Via: Web
Date Sent: 2022-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Effective XX/XX/XXXX, my mortgage account was transferred from XXXX XXXX XXXX XXXX XXXX to Select Portfolio Servicing , Inc. At that time, I was unemployed and had been since XX/XX/XXXX. I resigned from a position to accept another position in a city that was closer to where my parents were living. My plan was to take a 3 month leave to provide care for my elderly parents, while searching for private assistance with their care. In XX/XX/XXXX, the emergence of the COVID pandemic made it impossible to hire private care assistance due to the XXXX guidelines and recommendations. I attempted to return to work on a couple of occasions but ended up being called away from work due to medical complications with my parents ' health. I quickly found myself taking on the role of caregiver, as my parents required around-the-clock care assistance. I was able to maintain my household using funds which I had saved up over the years. As the pandemic became worse, it became even more difficult to find care assistance. My parents required assistance to doctor visits, physical therapy sessions and dialysis appointments. I was able to collect unemployment from XX/XX/XXXX to XX/XX/XXXX in the amount of approximately {$330.00} per week. As time passed, it became necessary for me to move my mother into my home because she was unable to care for herself and my father was not able to care for her in the manner that she needed. She required around the clock care and was unable to ambulate due to XXXX XXXX XXXX XXXX secondary to a fall. Time continued to pass and before I even realized, almost 2 years had passed. My dear Mother passed away a few months ago and I am now assisting with my fathers care. On XX/XX/XXXX, I submitted a Request for Mortgage Assistance ( RMA ) to Select Portfolio Services. SPS had granted me forbearance prior to this because of the ongoing COVID pandemic. Several months later, I was approved by SPS for a trial modification program. The program required that I make XXXX monthly payments at a reduced amount. I was successfully able to make the first two payments. By the time the final payment was due, my finances had drastically declined. I had made attempts to return to work on a couple of occasions, but I was often called away from work due to falls and other medical complications with my parents. I then completed another RMA because I received some financial assistance from family members and even resorted to the extreme of cashing in my retirement savings. On XX/XX/XXXX, I was again approved for a Trial Modification Agreement. I have made the first of the required " on-time '' payments and plan to fulfill this obligation. I had hoped that by now, that SPS would have provided the necessary information to the Georgia HAF and SPS would been presented with the grant funds from the state to assist with the other two payments. During this time, I had been constantly researching mortgage assistance programs in efforts to prevent foreclosure on the home. On XX/XX/XXXX, completed an extensively lengthy application process for financial assistance in the form of a grant to be funded by the Georgia Homeowners Assistance Funds ( GHAF ). On XX/XX/XXXX, I received notice from the Georgia Department of Community Affairs that a preliminary review of my application had been performed and I was provided with a list of additional documents to be provided by XX/XX/XXXX. I submitted all the required documentation in a timely fashion. On XX/XX/XXXX, I received notice from the Georgia Department of Community Affairs that the maximum assistance that I could receive would be & XXXX. At that time, my mortgage was delinquent by approximately {$86000.00}, but the {$50000.00} would bring me closer to bringing the loan current. I knew that once I returned to work, I would be able to manage the payments and bring the loan completely current. I was instructed that I would have to complete HUD Counseling with an approved agency. Within a week 's time, I met face to face with a HUD counselor. The counselor and I have been working together to communicate with SPS. The mortgage company has been less than cooperative. My counselor has been a huge advocate and I have documentation of phone calls, applications, and emails between my counselor, myself and SPS. More importantly, we have been in conversations with the Ombudsman Department at SPS. One agent in that department had informed us that SPS would be willing to accept the grant funds in the amount of {$50000.00}. We then persisted in trying to obtain written documentation of such as this was requested from the GHAF and Department of Community Affairs. However, despite multiple telephone and written requests, SPS has been extremely noncooperative in providing us with such documentation. In the meantime, the Georgia Mortgage Assistance/Georgia Department of Community Affairs informed me on XX/XX/XXXX, that I had been denied for the consideration of assistance because " The Written Agreement about the Lender willing to accept Partial Payment from HAF has not been provided ''. Both myself, and my counselor, again have reached out to SPS Ombudsman Department requesting that this information be provided. After multiple continued requests, on XX/XX/XXXX, my counselor and I spoke with another agent in the Ombudsman Department who informed us that they " are not required to accept the GA HAF monetary assistance '' and that they " will not be able to do so. '' He stated that he would provide us with an email on the same date which documented this information. This did not occur. I called again on XX/XX/XXXX, I again called SPS Ombudsman Department regarding the fact that neither I, nor my counselor, had not received the email. Finally, on XX/XX/XXXX, I received an email documenting that they would not accept the funds " due to XXXX XXXX XXXX having entered into a Trial Modification Agreement. '' I have been searching for employment opportunities since XX/XX/XXXX. Having been out of medical practice for over 2 years, I have had trouble in finding employment. I interviewed for a position in another state and now am awaiting approval for my medical license to practice in that state. I have been told that this process can take anywhere from XXXX to 90 days. I am hoping that once the medical board meets in that state, I will be granted the medical license and can begin working. The employer has been very patient and supportive. I was eligible for the grant funds from the GAHAF in the amount of {$50000.00} which would have been paid directly to SPS. These funds would have been extremely advantageous in helping to bring my mortgage closer to a status. I know that once I can return to work, I will be able to bring the entire loan current. My counselor has been super supportive in trying to assist me with this situation. This issue could have been resolved had SPS been more cooperative.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 31088
Submitted Via: Web
Date Sent: 2022-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-05
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XX/XX/2022 closing attorney requested partial payoff and release from a portfolio loan. Mortgage company - Select Portfolio Servicing submitted a payoff figure for the full amount of the loan - not the partial as per the loan documents - page 45, section 25. This is holding up our closing and funds dispersal. Select Portfolio Servicing, Inc. XXXX XXXX XXXX XXXX XXXX XXXX, UT XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32164
Submitted Via: Web
Date Sent: 2022-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-05
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: My name is XXXX XXXX, owner of the property at XXXX XXXX XXXX XXXX, XXXX, DE XXXX ( Mortgage Account # XXXX ). I am writing to report and complain about Select Portfolio Servicing, a Mortgage company. In XXXX, I bought my property at XXXX XXXX XXXXXXXX XXXX, XXXX with a XXXX XXXX XXXX mortgage lender for {$230000.00}. My family and I lived in the house until XXXX when my wife filed for divorce after completing her XXXX graduate education. The Family Court ruled that we sell the house against my will and asked me to move out while my wife stays there until the sale. I immediately communicated with SPS about the sale - short sale. They repeatedly requested documents upon documents including my divorce decree, paystubs, and every possible requirement which I provided. I also secured two realtors, XXXX XXXX XXXX and XXXX XXXX who helped spent over {$15000.00} on renovating the property. SPS approved short sales over five times. In the process, we found more than five ( 5 ) buyers, but SPS refused to let us sell the property. We even found buyers after renovations who were willing to buy the property for over {$200000.00}. Every time we are about to proceed to close, SPS will reject the offer to the point that our last offer from a buyer which was {$220000.00} was rejected. Yet, SPS decided to put the property up for a XXXX 's sale for {$170000.00}. The clear motives of SPS are fraudulent. The endgame is to take the property from me by force and then turn around and sell it to make double profits.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 20176
Submitted Via: Web
Date Sent: 2022-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I pay my mortgage payments to a servicing company on a monthly ACH. Beginning in XXXX through XXXX, my payment was being withdrawn from my account, but not being applied to my mortgage. They were being put into an account, " unapplied funds ''. I found out because when I noticed my XXXX payment had not been deducted from my bank account by the specified date, I called customer service. It was then that I found out that there was over {$5000.00}. in this " unapplied funds '' account. By now they were saying I was delinquent on my loan. I have all of the ID numbers on my bank statements to prove the funds had been removed. The amount of the unapplied funds was {$7000.00}. It has finally been updated, but even after it was properly applied, I received a statement dated XX/XX/2022 stating I was 133 days delinquent. Not only did they not apply my mortgage payments, but in XXXX, XXXX, I paid {$500.00}. towards escrow. It had been applied to the mortgage, and it took me a few months to get that sorted even though I wrote " escrow only '' on my check which was attached to a payment coupon from the company that said " escrow payment ''. I got that sorted in XXXX and it was not applied to my escrow until XXXX, and I see no acknowledgement on my statements or any other correspondence, just what the customer service rep told me.
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 333XX
Submitted Via: Web
Date Sent: 2022-07-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Covid hit and completely halted all of my income for 24 months. Until corporate leaders have people come to the office my leadership development firm was closed. It has started to trickle back. Select Home Mortgage has promised me since XXXX that just one more piece of info and we will do your modification. I have begged to make a payment, but they won't accept XXXX. On XXXX XXXX, the date of Select 's correspondence arrived after the holidays via us mail to my house on XX/XX/XXXX. After opening I tried making a trial offer on payments, however, the offer expired on XX/XX/XXXX the day before I got the notice. Select would not honor a payment and have weekly asked for new things to a point now they are asking the same questions or newer documents in which I have sent everything they have asked. It's just a game to steal my home on account of the epidemic. Every time I talk to them and get the specifications on what they need they tell me I am approved and will be notified in days only to get another request which I have already sent in. I asked for a modification and can make payments. I need help, please. XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91301
Submitted Via: Web
Date Sent: 2022-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-27
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My Mother, XXXX XXXX, ( deceased approximately 10 years ) must have had a second mortgage with XXXX XXXX XXXXXXXX, that is now referred to SPS select Porfolio servicing, Inc. They put my home in foreclosure. XXXX XXXX XXXXXXXX may have sold my account to XXXX who suppose to work with me on this subject matter but SPServicing keep asking me for the same information over and over for approximately XXXX XXXX months, which is sent from the XXXX XXXX. SPS mentioned the information is not clear or legible. They have the account in my mom 's name who is Deceased and refused to put the account in my name, as I was told by the Supervisor and others they have all that is required. I call the next day, the same thing they do not have the documents. I am the owner since my mother have deceased of the home but they will not recognize my ownership. It appears to me they are trying to force foreclosure that I was trying to stop and make a reasonable offer. I have read views that houses have been taken by them as they are stalling until the foreclosure date is XX/XX/XXXX. I would like to keep the house and is willing to make a reasonable settlement on my deceased mother 's behalf. It also has been written off and a judge signed the paper stating off call in XXXX but a letter came to the house a few days ago noting XXXX. I have also been impacted by XXXX in XXXX, XXXX and XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2022-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-26
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, TX, XXXX Account - XXXX SPS Select Portfolio Servicing https : //www.spservicing.com/ To whom this may concern, I am writing this letter to support my loan modification plan for The property of XXXX XXXX XXXX, for loan I intend to retain and stay in my house ; my hope is that the loan modification will allow me to get my loan in order and back on the path of consistent payments. Due to my illness ( I have XXXXXXXX XXXX ) I had to stop working due to difficulty in both driving and going to and staying at work, this caused a total loss of my income and ability to support my house financially. My wife took over financial responsibility ; my wife alone is economically supporting the house. A loan modification would be of profound value to both my family and me. Our hardships will be dramatically reduced. I am deeply in the desire to retain this house both for myself and my family. I hope that we can work together, and quickly modify this so that I may begin to make the payments as soon as possible. You may contact me at XXXX and/or XXXX Sincerely, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75013
Submitted Via: Web
Date Sent: 2022-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My mortgage is serviced by : Select Portfolio Servicing , Inc . XXXX XXXX XXXX XXXX XXXX XXXX, UT XXXX I was contacted by a representative in XX/XX/XXXX asking if I wanted to take advantage of the assistance program due to COVID-19. Since I had lost my job I had for 10 years I was most interested in the program. I asked to questions : Will this in anyway cause me to lose my home or put my home in jeopardy in anyway? NO Will this cause my mortgage payment to go up? NO The representative said : You will get a loan modification or the back payments will be put on the backend of the mortgage. I said : Put the missed payments on the backend of the mortgage is fine with me. This is all the information that was given to me, the rep. said : would you like for me to fill out the application for you now? I said : Yes. I never signed anything or received any document to sign. Nor was I told that this is called XXXX! I have never heard of forbearance. I had no idea what I was accepting. I spoke with SPS every month, one day a rep told me that I should start making the Escrow payments, so I did for 6 or 7 months. Then a rep told me I should be making payments to the principal rather than the escrow. So I did. I was calling SPS every month making payments over the phone until XX/XX/XXXX. On that day the rep said : we can't accept you payment! Why? Because it has been turned over to an attorney for foreclose! Why? Rep : we don't know, the owner of your mortgage has made that decision. I asked who owned the loan, she said she could not give that information over the phone but would mail a letter. The owner of the loan is : XXXX XXXX XXXX XXXX XXXX, as Trustee for the benefit of the Seasoned Credit Risk Transfer Trust, Series XXXX. I called XXXX XXXX XXXX XXXX XXXX, I was told they would not talk to me that I could only communicate with SPS. On XX/XX/XXXX, I spoke with another SPS rep, who told me I could go back into Forbearance, I said : I don't want anymore forbearance, I want to make my payments. She said : If you back into forbearance it will take you out of the foreclosure process and it will give you time to get this situation taken care of. I did that. I am in Forbearance, MAKING my PAYMENTS every month! I have spoken to XXXX attorneys, all have said this is a mess, they have lied to you and most likely you will have to sue. I am XXXX XXXX XXXX, I lost my job I have no way to afford an attorney. I was also told there would be no late charges or fees and no negative credit reporting. They are charging me attorney fees and other charges. I was told by taking the assistance program it would prevent foreclosure, instead it has caused foreclosure. And they have sent balloon payment statements.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33624
Submitted Via: Web
Date Sent: 2022-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A