Date Received: 2022-06-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am very angry and thoroughly disgusted with SPS!!! My current home mortgage is with SPS and recently a change was made to my account WITHOUT my request, consent or my knowledge. On XX/XX/2022, I received a letter from SPS, dated XX/XX/2022, congratulating my husband and I on a successful deferment for our XXXX payment. Issue # 1, myself, nor my husband EVER requested any type of assistance for COVID or anything else for that matter EVER since SPS has been servicing our loan. EVER. Once I received the letter on XX/XX/2022, I called in to SPS immediately, hoping that maybe it was some type of a clerical error. Unfortunately for us, it was not. I spoke to 3 different representatives, who ALL confirmed that they did not have any record of either myself or my husband calling in for any type of assistance and they were unsure as to why the request for the deferment was ever even approved if we didn't make the request. They admitted that they made a mistake even though no one could tell me how it happened. So we need to know why SPS allowed something like this to take place without the request or consent of either of us, the only 2 people listed on the mortgage!!!! The next issue that we have is that we are refinancing our home. It is scheduled to fund today ( XX/XX/2022 ), but when the mortgage broker tried to verify that our XXXX mortgage payment was made in XXXX, they are not able to confirm that because SPS is applying the payment that we made in XXXX for XXXX to XXXX 's payment. This poses a problem, because now it appears that there was no payment made for XXXX. Due to SPS ' error we are in jeopardy of losing our refinance!!!!!!!!!!!! I have requested to have this escalated with my phone call yesterday and it has not been rectified yet! There is no way that a deferment should have been approved on my account when neither of the account holders EVER requested or consented to this! That would appear to be some type of fraud to me. Since this was an error on the part of SPS, I would expect that this would be resolved expeditiously, but that doesn't seem to be the case!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 328XX
Submitted Via: Web
Date Sent: 2022-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello CFPB, I had made a payment via US Mail on each of my loans with Select Portfolio Servicing ( SPS ), loan numbers XXXX and XXXX. The checks were received late or lost by SPS and I was incorrectly marked 30 day on my credit report. I called SPS and explained to the representative what happened. I provided documentation including copies of the checks and the postmarked envelopes showing the mail date of XX/XX/2022. I was told my request for removal of the 30 day late would be reviewed within 30 days and I have not heard back from them yet regarding this issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60061
Submitted Via: Web
Date Sent: 2022-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: As can be seen this mortgage company SPS is continually refusing to give me a Loan Modification even though I clearly qualify for one. Here we go again with the pattern of asking for documents already emailed into XXXX over and over.I believe SPS is bothered due to the fact that I emailed every piece of paperwork asked for and that this company has NO intention of giving modifications to myself or any other consumers. The stupidity of this company is astonishing to say the least, and noteworthy for as many other companies to see and not only follow my complaints but, those of others in the same position and that we are not with SPS BY CHOICE! The lies and continued misuse of trust that consumers have place in this company is shattered due to their lies, manipulation and string along in an effort to do nothing but take consumers homes. As CFPB can see the documents that were dated and accepted for an ENTIRE PACKAGE, was all of a sudden missing or needed to be explained again. This is the TATIC used to continually LIE about missing documents when the documents have NEVER been missing. Its disgusting and devious in the way this company operates and especially criminal. The Government needs to see all over 300 pages I have emailed this defunct company as proof to their ability to only take consumers property and not help at all. The SCRIPT and lies they have their employees to READ is a pure joke and an insult. Oh, I will continue to pay my mortgage late after I feed my family and make sure we have lights, water, and medical if needed.As CFPB can see I didnt include entire Bank Statements, so they can see that the information is on the bank page sent and the entire bank statements were emailed to SPS
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-06
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I need the CFPB to take a second look at this clear fraud. XXXX RESPONSE FROM XXXX They are now saying that the maturity date listed on all of my documents as XXXX is now a draw period date and that we did not make consistent payments from XXXX to XXXX, yet there is no credit reporting of delinquency on any of our credit reports. How could we go from XXXX to XXXX with no payments and then from XXXX to XXXX make consistent payments according to their documentation and still owe {$5200.00} dollars. So for 16 years according to them we did make consistent payments, lets do the math : 16 years ( 192 months ) times {$200.00} payment equals {$38000.00}. Under no circumstances could we have not paid off this loan. This is insane that they are allowed to continue to do this to people. Who is not looking at this fraud and not seeing fraud?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 082XX
Submitted Via: Web
Date Sent: 2022-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-04
Issue: Threatened to contact someone or share information improperly
Subissue: Talked to a third-party about your debt
Consumer Complaint: Select Portfolio Servicing , Inc. ( SPS ) has contacted a XXXX party Realtor about selling my home. I attach my Declaration and ask that you investigate FDCPA violations.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91505
Submitted Via: Web
Date Sent: 2022-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Transfer due to bankruptcy landed me with SPS XX/XX/XXXX. Final escrow analysis completed by XXXX on XX/XX/XXXX leaving a {$1400.00} ESCROW CREDIT and final statement with XXXX balance. ( see enclosed ) My first Statement from SPS dated XXXX documents payment of {$890.00} with a {$120.00} chrg/fee and {$34.00} unapplied FOR WHAT? Due : XX/XX/XXXX {$980.00} I contact SPS questioning fees as this is my first statement and requested an escrow. First Escrow with SPS XX/XX/XXXX increased the pymt over {$250.00} with a new pymt of {$1100.00}. Table 3 does not indicate the {$1400.00} escrow credit was carried over from XXXX and applied. The county tax was also incorrect. And {$570.00} WHAT IS THIS FOR? Indicating a shortage of {$2500.00}. INCORRECT! NUMBERS DO NOT ADD UP! New policy effective XXXX premium {$2200.00} ( declaration page include ) SPS says they paid {$3600.00} for the policy. Escrow stmt XX/XX/XXXX documents a different pymt for {$1100.00}. MY check # XXXX to SPS for escrow only noted on check ( enclosed ) NEVER APPLIED. NUMBERS DO NOT ADD UP! Escrow stmt XX/XX/XXXX documents pymt for {$1000.00}. Insurance information STILL NOT UPDATED. Escrow stmt XX/XX/XXXX documents pymt {$960.00} UPDATED INSURANCE. NUMBERS DO NOT ADD UP! It took from XXXX for them to correctly apply the insurance information and come up with a payment as evidenced by the multiple escrow analysis I requested and received. PAYMENTS VARIED AND FEES OCCURRED BASED ON WRONG INFORMATION. I set up direct pay from my bank to SPS for {$960.00} monthly and this pymt continues. The SPS stmt XX/XX/XXXX monthly pymt due {$1000.00}, unapplied pymt {$530.00}. XX/XX/XXXX SPS stmt pymt due {$960.00}, {$110.00} fee, unapplied {$340.00}. Every stmt after had a fee and unapplied pymt amount. NUMBERS DO NOT ADD UP! ALL OF THE FEES ARE DUE TO THE NEGLIGANCE of SPS NOT CORRECTING THE INSURANCE INFORMATION AS EVIDENCED ABOVE. THERE WAS NO ESCROW SHORTAGE. I SHOULD NOT BE REQUIRED TO PAY ANY FEEDS AND I AM DUE ANY UNAPPLIED CREDIT! XXXX SPS XXXX stmts have a new pymt amount {$890.00} unapplied pymt and fees continue. I continue to pay the {$960.00} XXXX bill dated XX/XX/XXXX premium due XX/XX/XXXX {$2900.00} was pd in XXXX. Escrow stmt XX/XX/XXXX updates insurance. XXXX policy effective XXXX is cancelled XX/XX/XXXX. New policy provided by XXXX new premium {$2000.00}. With a savings of over {$900.00} there should be an adjustment/decrease to my monthly pymt. On XX/XX/XXXX I made pymt of {$960.00}, XX/XX/XXXX pymt f {$2600.00} this account should be caught up! With all of the evidence provided there was no shortage ever, all fees need to be removed and the escrow correctly recalculated since loan inception!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33428
Submitted Via: Web
Date Sent: 2022-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My current loan servicer Select Portfolio Servicing acquired my mortgage from XXXX ; that acquired it from XXXX XXXX ; that acquired my loan from XXXX XXXX XXXX XXXX in XX/XX/XXXX. After being advised of legal dealings of XXXX XXXX XXXX XXXX I questioned the validity of my loan. Shortly after I was transferred over to XXXX. In XXXX, I was provided a home modification. During tax season, XXXX sent me tax paperwork that showed the amount that I had to claim on my taxes as cancelled debt was the same amount that was listed as 'deferred ' on my modification. XXXX advised the letter was sent to me in error, and provided another form citing it as no debt was cancelled. Shortly after this incident, I again questioned the validity of the amount of the loan and balance. I was sent to XXXX ( XXXX XXXX ) there was difficulty with my mortgage payments and I qualified for a modification in XXXX and again in XXXX. However, my loan amount now was more than when I started XXXX years ago. I once again submitted an inquiry about the validity of the amount of the loan and inquired about the cancellation of debt tax form from XXXX. Shortly after this incident, I was transferred over to Select Portfolio Servicing. Like a lot of Americans, I was affected by the pandemic and I applied for mortgage assistance in XX/XX/XXXX. By XXXX XXXX. I was employed, however had a loss income and reached out to obtain an update and learned Select Portfolio couldn't utilize my application from XXXX and my documents weren't able to be processed because there wasn't a date after the signature on my hardship letter. In XX/XX/XXXX, I completed the application again on-line with the customer representative and agreed to paperless billing and correspondence to be able to access everything on-line. Select Portfolio placed my loan under review. Finally I receive approval for a modification in XX/XX/XXXX to begin trial payments in XX/XX/XXXX. In XX/XX/XXXX, Select Portfolio Servicing was informed about my unemployment that occurred in XX/XX/XXXX. I made the trial payments and in late XX/XX/XXXX, I was informed the paperwork was in the mail and I should get it soon. I was advised the plan would start in XX/XX/XXXX, as long as the final modification was signed and returned ... I did NOT receive the documents. I contacted Select Portfolio and was advised it was available on the website. Coincidentally, I could no longer log into a website in XXXX that I could log into in XXXX. On XX/XX/XXXX, I received a certified letter from Select Portfolio Servicing advising that since I did not submit the proper documents by XX/XX/XXXX, that application was denied. On XX/XX/XXXX, I contacted XXXX XXXX on a recorded line of my own and consented to them recording for QA purposes. The representative had to reset my access to the website. After I was granted access, the rep kept referring to documents that I did not see. The rep suggested the email on record could have been incorrect and submitted a test email, which worked. Noting the address was correct and trying another possible troubleshooting method, she resent the documents. As I'm on the phone several documents from XXXX and XXXX became available for my review. During that XX/XX/XXXX call, I inquired why does Select Portfolio keep starting the clock over on my application but they aren't acknowledging the payments I have made. According to the automated system in XX/XX/XXXX, my last payment was received on XX/XX/XXXX, my next payment is due XX/XX/XXXX, which was when I first started this process. The representative explained once I sign and return my final plan the balance will be put to the back end of my loan and my account will be updated with any payment made. I agreed and The representative assured the matter could be fixed, I just needed to resubmit another application, to start another request for assistance. We completed another application, noting my unemployment was my income. On XX/XX/XXXX, I received a phone call inquiring for XXXX items ( proof of income and proof of residency ) necessary to complete my review and keep my home from going into legal action by XX/XX/XXXX. At that time, the representative explains I can't obtain a modification on unemployment. I explained according to XXXX XXXX they approved me for one in XX/XX/XXXX, I was on unemployment since XX/XX/XXXX. She gave no explanation. I'd like to note, on the application, if you select : unemployment. It does not require documentation. I submitted the certification letter as proof of income and residency On XX/XX/XXXX, I received a letter from my insurance company that my home was going into foreclosure, I had to confirm proof of residency. On XX/XX/XXXX, I contacted Select Portfolio inquiring about the application. The representative advised my application was still under review because there were outstanding documents that were needed to complete the review. After checking my file, he shared that somehow another person 's application was entered into my file and that was the reason for the delay. Also my XX/XX/XXXX application was not there I offered to resend the same one from XX/XX/XXXX because nothing changed. He advised the underwriter wanted to know the balance of my unemployment and advised I qualified for mortgage assistance and requested I fill out another application. At the time of the XX/XX/XXXX call, the automated system listed my last payment was XX/XX/XXXX, but my next payment was XX/XX/XXXX. The representative advised putting XX/XX/XXXX, on the application. I explained to the representative that even though my unemployment ends soon, I qualified for temporary XXXX while on unemployment until my program starts in XX/XX/XXXX, and then I will receive displaced worker benefits through unemployment until I complete the six month program. On XX/XX/XXXX, XXXX XXXX deemed my claim ineligible, but advised I submitted my claim to the wrong department. They forwarded it to the right one and provided a contact number. On XX/XX/XXXX, Temporary Dis while on Unemployment sent me a letter acknowledging receipt of my claim and advising I would be receiving my card for my benefits in ten days On XX/XX/XXXX, I received a denial letter from Select Portfolio dated XX/XX/XXXX, stating, due to having no income and the length of my unemployment the investors aren't going to approve my modification. They submitted along with the denial, a form to transfer the deed to Select Portfolio as an option to keep my home. On XX/XX/XXXX, I submitted the letter from Temporary Dis., along with an appeal citing how each time I'm supposed to complete the final plan after making my trial payments since XXXX, there is an issue with finalizing documentation on SPS XXXX of the deal. I documented how coincidentally after the XX/XX/XXXX call and submission of another application, there's no communication until XX/XX/XXXX, stating more need for documents by XX/XX/XXXX. XX/XX/XXXX was the last day I received unemployment benefits. I question SPS motives because for two years while I was working or had an income they played with paperwork. Then during that small window of no income ( temporarily ) I am denied and they've sent my house to legal action on XX/XX/XXXX, yet on the phone making it seem like I am being reviewed, The major concern is SPS approved my plan in XX/XX/XXXX. I questioned the validity of the loan, and the amount on XX/XX/XXXX. I was on unemployment then and still have an income now, yet from XX/XX/XXXX to XX/XX/XXXX, the only things that have changed is I stopped making the payments they were not giving me credit for. I have the money for XXXX and can maintain the monthly payments once the plan is finalized. The issue is SPS is doing some shady business dealings and now trying to foreclose on my home from take from me and my child, what we have maintained for XXXX years. After doing research, I spoke with a mortgage consultant that forwarded me literature and SPS is formerly XXXX XXXX. All of the servicers that have touched my loan have previous judgements under other names for doing these same practices. It is my understanding XXXX XXXX and XXXX the original mortgage lender was sued and their CEO was convicted. No loans should have been provided because they were identifying themselves as a bank but utilizing a line of credit, which I know is not illegal. The violation was in me not being informed of it. There are some other things on my loan but due to this information, I submitted an informal request for SPS documentation on XX/XX/XXXX, based upon that information, and what I know to be so, I submitted a formal QWR request on XX/XX/XXXX, XXXX in addition to this complaint.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08104
Submitted Via: Web
Date Sent: 2022-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I applied for MD Homeowners Assistance Fund ( MDHAF ) for help with mortgage following unemployment due to Covid 19 restrictions. My servicer, SPS, has refused to response to request from MDHAF with requesting information to process my assistance package. " Application Status : nformation Requested from Servicer XXXX XXXX, XXXX AM '' Has been my status now for 60 days??
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21921
Submitted Via: Web
Date Sent: 2022-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-02
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: have over years asked my mortgage service provider for a better interest rate .They refuse to work with me unless im late on payments, offer no options have been paying 7.9 % for 20 years. they one time offered a look at a loan modification, but forced me to go late on payments to do so. Witch in turn took my XXXX credit score to mid XXXX they will now no longer talk to me. When I ask for the real mortgage holder I get a list of banks 6-10 long most no longer in service. All other lenders in my area want to loan far more than I NEED, OR WANT.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48602
Submitted Via: Web
Date Sent: 2022-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-02
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Select Portfolio Servicing in XXXX XXXX XXXX, UT illegally accessed my XXXX credit report ( see details below ) at least 7 times in at least violation of ( i ) Federal Bankruptcy, ( ii ) Federal FCRA ( XXXX ) California Consumer and ( iv ) California Privacy laws. SELECT PORTFOLIO SERVICING XX/XX/XXXX SELECT PORTFOLIO SERVICING XX/XX/XXXX SELECT PORTFOLIO SERVICING XX/XX/XXXX SELECT PORTFOLIO SERVICING XX/XX/XXXX SELECT PORTFOLIO SERVICING XX/XX/XXXX SELECT PORTFOLIO SERVICING XX/XX/XXXX SELECT PORTFOLIO SERVICING XX/XX/XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92887
Submitted Via: Web
Date Sent: 2022-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A