Date Received: 2022-04-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I filed a previous complaint and the company responded with the same old song and dance routine. I can't understand how a company with this much " smut '' on their face can be allowed to remain in business. I am attaching a letter and sample postings on the Consumer Affairs and XXXX XXXX XXXX sites.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32082
Submitted Via: Web
Date Sent: 2022-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I made a one time payment to cover XXXX XXXX and XXXX. Well because my payment had gone up because of escrow I did not have enough to cover all 3 months. Icalled them on XX/XX/XXXX and spoke with someone to pay the difference. They had put the extra amount in escrow. I asked him to reverse the payment and I paid the difference of {$96.00} and some change on XX/XX/XXXX. He told me it would take up to 2 weeks. I said okay I will check back then. When i called back on XX/XX/XXXX the payment still wasn't reversed. I was placed in a forbearance because of covid and they maid the forbearance start from XX/XX/XXXX. Now they are saying that I am late on the forebearance for XXXX. They were suppose tp reverse the XXXX dollars and take the XXXX dollars and make my XXXX payment. They did not do that. I need them to fix it now.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 707XX
Submitted Via: Web
Date Sent: 2022-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-27
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: You are servicing an account for XXXX XXXX, the account is a foreclosure and we are in the process of purchasing it. The property address is XXXX XXXX XXXX XXXX, XXXX, MD XXXX. We were to close on Friday XX/XX/XXXX, but the XXXX XXXX ( or whomever handles the sale ) sent the deed and documents not to the title company were using in XXXX Maryland, but to a completely unrelated title company in XXXX Virginia. As buyers, we have been perfect. We have done everything SPS has asked of us, but every step of the way we have incurred financial harm through the direct fault of SPS. To name a few : Needing a home inspection but SPS is unable to have utilities turned on promptly as stated in the purchase contract. As a result, one inspection must be done on a Saturday incurring an additional {$200.00} fee from the inspector from the weekend hours. This inspection only had the electricity on, but not the water and gas so were unable to do a full inspection SPS then is able to dewinterize the property and turn the water and gas on, a new inspection must be completed during the two day window we are allotted for when the property is dewinterized. A new inspection is done for {$500.00}, as the inspection was done on short notice SPS adds padlocks to the garage door tracks and backyard fence gate. This will now require a locksmith to remove, at a cost estimate of {$480.00} SPS removes the front fence gate post and gate. This will now incur at least a {$1500.00} fee to have it fixed once we are able to take ownership of the property SPS demands we close by XX/XX/XXXX or incur a {$100.00} a day charge for each day thereafter. SPS changes closing to XX/XX/XXXX and listing agent does not return calls or text messages when offers are made to close earlier as requested by SPS Closing scheduled for XX/XX/XXXX. SPS does not provide seller documents to title company. Title company, our mortgage company, and real estate agent are unable to reach SPS or listing agent after dozens of attempts on Friday. No answer as to where deed is. XX/XX/XXXX, SPS states that whoops, deed is over in XXXX, makes no attempt to rectify XX/XX/XXXX, no response from SPS as to request for damages of {$2500.00} due to just the fence and delayed closing. XX/XX/XXXX, we receive notice that after being cleared to close SPS is now demanding a last minute closing extension document that they have failed to produce and send to us despite knowing that the closing date was extended. XX/XX/XXXX, we will be meeting with a real estate attorney to consult our next steps to possibly sue for damages. We need to know whats happened here, and what will be done to fix this. We sold our property on XX/XX/XXXX in good faith with the expectation that SPS would be honoring their purchase contract and allowing us to close as agreed on XX/XX/XXXX. We are now 4 days without owning a home due to, what I hope arent deliberate, errors made by SPS at every step of this process. I can be reached at XXXX or by email at XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 217XX
Submitted Via: Web
Date Sent: 2022-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Servicer - Select Portfolio Servicing loan Number XXXX I only borrowed XXXX according to my mortgage. The bank says I owe them XXXX. I made payments for at least 10 years. I asked for my entire payment history and they said they can only go back 2-3 years. I am trying to determine why the balance is so high. they refuse to send me my entire payment history and explain why the balance is so high. Now the servicer tells me I do not qualify for a short sale or a loan modification. now SPS is foreclosing on the home. I was in a XXXX protected area and they still proceeded with the foreclosure and SPS never explained why or provided the entire payment history as to why the balance was so high. SPS failure to provide document copies to me regarding fees that are grossly inflating balance owing on mortgage as well as SPS failing to give consideration to the Short sale offer presented and rather stating it was in review for 3 weeks. Their Ombudsman Dept gave us conflicting information in XXXX separate conversations ; first Ombudsman stated prior to the sheriff sale date that I was ineligible for short sale consideration as I needed at minimum 37 days prior to a sheriffs sale to be reviewed and now I had only a week. Second Ombudsman post sheriff sale said that a short sale will not be given consideration because the sheriffs sale occurred and if I had actually provided the short sale offer even days prior to the sheriff sale it would have been considered. I provided several offer months prior to a sale date and also provided an offer a week before the sale date. If what I was told by the ombudsman department was true I did qualify for a short sale before the sale occurred. also when searching the legal news they did not advertise properly and went forward with the sale even though I was in a protected area by XXXX not to go to sale Can some Please assist me with this matter Thank You XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48315
Submitted Via: Web
Date Sent: 2022-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: CFPB Complaint Select Portfolio Servicing , Inc . Question 1 : Describe what happened- On Monday XX/XX/XXXX, I called Select Portfolio Servicing , Inc. along with my housing counselors from XXXX XXXX XXXX XXXX XXXX The call was in regard to insurance checks sent to me in XX/XX/XXXX to cover the costs of remediation and repair of damage caused by flooding in my basement. When we got through to SPS , Inc., I was the only person allowed to speak on my behalf to the banks representative. The counselors were not permitted to speak with them even though I was on the call, verified my identity and gave my permission for them to speak for me. The representative said I need to have a third party authorization form on file. The authorization was faxed via eFax with confirmation on XX/XX/XXXX. The checks for the repairs are made out myself, the contractor ( that did the repair work ) and SPS, Inc. I spoke to XXXX a representative at SPS and told her that the contractor has the checks and that the work is already complete. I asked what needs to be done in order to have SPS endorse the checks so that the contractor can be paid. The representative said that the claim would need to be reopened, I would need to complete an affidavit of repair and an adjusters worksheet would need to be submitted by an inspector. The representative provided the regular and overnight mailing addresses where the checks should be sent. She said that because this account is currently in foreclosure status, the checks may be held in a special escrow account and either paid out in small increments or not released at all. We thought that she may have been incorrect and asked her to verify the information. She escalated a request for clarification from her lead since she was not totally sure of what would happened. The lead was unable to answer the question and we were told that the inquiry was forwarded to a special escalation queue. She said the turnaround time for the response is no later than 3 days and I would need to call back for an answer. My contractor and I were advised to delay mailing the checks until there is an answer. I found this problematic because these checks were issued over 1 year ago. I attempted to resolve this issue on my own on two previous occasions. I was given incorrect information and when I asked for a supervisor, the call was disconnected. As a result of the mishandling of my account, this issue remains unresolved. Currently the contractor has not been paid and has placed a Mechanics Lien on my property in attempt to recover his losses. I gave XXXX XXXX XXXX XXXX permission to contact SPS. On XX/XX/XXXX at XXXX am they called SPS to follow up on the escalated request for information regarding the check payments, XXXX, representative # XXXX in the Loss Draft department said there was no third party authorization on file. However, XXXX XXXX XXXX XXXX has confirmation that the fax was delivered on XX/XX/XXXX. He put the housing counselor on hold 3 times to check for the fax. Ultimately we were notified that the third party authorization form needed to be sent to an entirely different fax number, instead of the number that was listed on the form as the fax number to send the document. He gave them the number and they asked is there any way he could find the fax since it was sent to the fax number on their authorization form. XXXX put them on hold for a XXXX time, however he never returned to the call. They spent XXXX minutes on the call up until that point. They called back at XXXX am and spoke to XXXX XXXX. She confirmed that they would need a signed third party authorization to speak for me and provided them with the fax number of the Loss Draft department. On XX/XX/XXXX at XXXX am, I ( along with my housing counselors ) called Select Portfolio Servicing , Inc to follow up on the escalated inquiry regarding the checks from my insurance company intended for repair work. XXXX XXXX, in the Loss Draft department answered the call. We explained the purpose of the call and asked for additional identifying information ( her full last name or employee number ) and she refused to give it to us. She offered me an option for mobile servicing for this claim and offered to look at the notes on the account. She placed the call on hold at XXXX she told me what I need to do to in regards to the claim. We asked about the escalation and she said that she did not she see anything about it. I suggested maybe we need to speak to a supervisor and she said that she would look deeper into the notes. At XXXX she placed the call on hold once more. She returned to the call and said that she could not see an escalated request and offered to transfer the call to the resolution group. At XXXX we were connected to XXXX XXXX of the Resolution Team in the Loss Draft department. We were placed on hold at XXXX. When she returned, she said the adjusters worksheet and repair affidavit are required for the claim to be processed. She asked if I am ok with having the inspection done. She also asked if I would like to use the digital claim tracking platform. She explained the time frames for the inspection process. She found no information regarding the escalation from the previous week. I spent hours on the phone with SPS between XX/XX/XXXX and XX/XX/XXXX. There was an additional delay of one week in getting the answer to a simple question that could have been addressed on the first call. Because I work in the afternoon, I have a short window in the morning to handle personal business. The lack of proper handling of my issue has caused time to be wasted and more stress added to an already stressful situation. My contractor has placed a Mechanics Lien on my property for payment that has already been made by my insurer. The problem is that SPS would not clarify what happens to the checks sent in for endorsement. I reached out XXXX XXXX XXXX XXXX for help with this matter. In the process of dealing with SPS, I felt like I was being separated from my housing advocates so that I would be unable to resolve my problem.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2022-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: OUR FAMILY WAS FORECLOSE ON AND DURING THE MORATORIUM AND AN EVICTION TOOK PLACE AS WELL AND THUS THE COMPLAINT AS THE SELECT PORTFOLIO AND THE XXXX XXXX FILED A COMPLAINT LATE IN XX/XX/XXXX BUT THE MORATORIUM MET WITH THE PENDING FORECLOSURE AND THUS THE STAY AND NO LONGER TO BE PROCESS TO A COMPLETE SHERIFF SALE, AS TO THE EJECTMENT WERE NOT NOTIFIED AS THERE WAS A SALE NOR WITHIN A REQUEST AND THEN A DATE AS OF XX/XX/XXXX, THUS THE EVICTION FOLLOWED AND AGAIN WITHOUT ANY FURTHER NOTICE BY THE SHERIFF NOR THE BANK EXCEPT FOR A XXXX LETTER STATING THERE WAS AN INSPECTION OF THE PROPERTY AND IT WAS VACANT BUT DOES THAT MEAN EMPTY BECAUSE THAT WOULD MEAN THAT SOMEONE REMOVED ALL THE PERSONAL BELONGING AS WELL AS THE CARS IN THE GARAGES AS WELL AND THE LICENSE PLATE ON ONE OF THE VEHICLES WAS NOT RETURNED.. THUS WE ARE COMPLAINING AS TO THE MANNER OF THE FORECLOSURE AND THE EVICTION AND TO THE LACK OF OUR PERSONAL BELONGING AND VEHICLES WITHIN THE TRANSFER OF THE PROPERTY AND THUS THE DOCUMENTS AS TO THE PARTY OF THE PRESERVATION COMPANIES WITH ACCESS TO THE HOME WHILE WE WERE NOT WITHIN THE PROPERTY AS TO THE ISSUES PRIOR TO THE FORECLOSURE AND DURING THE MORATORIUM OF FORECLOSURES AND EVICTIONS WITH BOTH STATE AND FEDERAL AND THUS WANT TO HAVE ALL THE DOCUMENTS TO ENSURE THEY WERE WITHIN NEITHER AND THE FILES AS TO THE FULL REVIEW AS WELL. THE FILES MUST INCLUDE THE PHOTOGRAPHS AS TO THE INSPECTION OF THE PROPERTY AS TO YOUR VACANT NOTICE AND PRIOR TO AS WELL FROM ANY PARTIES AUTHORIZED TO ENTER TO HOME UNBEKNOWN TO THE HOMEOWNERS AS TO THE FORECLOSURE AND PRIOR AND ALL THE FEES PAID WITHIN THE FULL REPORT AS TO A TILA REQUEST IS ASSOCIATED WITH THE FEES OF ALL THE PHOTOGRAPHS TAKEN IN THE ROOMS OF THE ENTIRE PROPERTY AND THE GARAGE AND LOWER LEVELS AS WELL AS THE ENTIRETY OF THE HOUSE FOR OUR FULL ACCOUNTING AS TO ENSURE THAT THE STORED PROPERTY AS IF TO AN EVICTION WITHOUT OUR NOTICING AND COURT DATE AND ORDER TO REMOVE OUR PROPERTY WAS REMOVED WE WANT TO KNOW WHERE AND THE PHOTOS AND PROPERTY FEES FOR THE REMOVAL WILL ALSO NEED TO BE PROVIDED FOR A CLAIM. FURTHERMORE THE TAX FOR THE FILING OF TAXES WAS NOT PROVIDED AS WITH THE USUAL FEES ASSOCIATED WITH THE PROPERTY AS TAX PAID AND OTHER FEES LISTED EACH YEAR FOR OUR REVIEW IS REQUESTED AS WELL AS THE RRREVIEW DOCUMENTS FOR THE PRESERVATION COMPANIES IS TO BE PROVIDED WITHIN THE COMPLAINT FOR THE FULL REVIEW BY THE CFPB AND OUR RECORD. THUS THE REASON FOR THE COMPLAINT TO TO ASSURE OUR FAMILY THAT THERE WAS A MORATORIUM AND A FORECLOSURE SALE WAS NOT TO HAD BEEN HAPPENED AND THE EVICTION WILL PROVIDE THE STORED INFORMATION AND FEES ASSOCIATED WITH THE REMOVAL AS WELL AS THE PHOTO TO ENSURE ALL PROPERTY WAS PACKED AND STORED IN A MANNER THAT WOULD FURTHER DESTROY ALL THAT WAS SALVAGEABLE AS TO THE PRIOR DEMOLITION AT THE HOME AS SELECT KNOW WHAT WE MEAN. THUS WE LOOK FORWARD FOR ALL THE DOCUMENTS AND FILINGS IN THE COURT AND ALL THE PHOTO FOR THE FEES CHARGES AND ASSOCIATION WITH THE TILA AND TAX DOCUMENTS AS TO THE SALE AND REVIEW OF THE RRREVIEW DOCUMENTS FOR INVOICES AND FEES CHARGED AND ALL STATEMENT TO THE FEES UNDER TILA. PLEASE INCLUDE ALL THE FILINGS OF THE FORECLOSURE AND FUNDS RECIEVED AND PAID TO ALL LIEN WITH THE DATES AND THE TAX DOCUMENT MUST BE INCLUDED AS WELL AND ALL FINANCIAL DOCUMENTS RELATED TO THE PURCHASE OF THE SHERIFF SALE AS THE SECOND MORTGAGE AS IS KNOWN AND PAYMENT WITH THE FORECLOSURE AND THE EVICTION AS WELL WITH ALL DATES OF PRIOR INSPECTION AND AFTER THE FORECLOSURE AND SHERIFF SALE AS TO THE EVICTION AND STORED PERSONAL BELONGINGS AS TO SALVAGABLE FROM THE LEFT OVER TAKEN FROM PREVIOUS ENTERING FURTHER, ALONG WITH THE TAX DOCUMENTS AS TO FILING OF TAXES THAT WAS NOT GIVEN AND RECEIVED AND ALL THE DATE OF THE PRIOR INSPECTIONS AND FEES ASSOCIATED WITH AT THE PROPERTY
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30019
Submitted Via: Web
Date Sent: 2022-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I made extra payments on XX/XX/XXXX and XX/XX/XXXX to the tune of about {$11000.00}. SPS , Inc. has refused to apply this properly. I called them on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. No one has been able to apply this properly and I keep being told " they are escalating the process to give it a few more days. '' I am paying interest on a balance that is not correct and they refuse to fix it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loan was purchase from XXXX to SPS. XXXX did forward over the payment for XXXX and my account was double deducted. I have asked for a refund but that is said to take 7-10 business days by SPS which will cause my account to over draft.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75228
Submitted Via: Web
Date Sent: 2022-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, Backstory : I have purchased my home in XXXX of 2021 in XXXX FL and I have a mortgage on the property. I set the mortgage payments to autopay and I've never had a problem with it. All the payments came out as they were supposed to until XXXX when without me realizing it the autopayment suddenly stopped. I only realized this in XXXX when I had already missed the XXXX, XXXX, and XXXX payments. ( I live outside of the country and I did not receive any correspondence in my primary residence in XXXX. ) What Happened : I finally was able to piece what happened to my mortgage. XXXX who was my mortgage holder sold the mortgage to SPS who is now the mortgage servicing company. SPS for some reason did not bring the autopayment over and I do not recall any letter disclosing this fact. So SPS cancelled my autopayment. APR FROM 4 % to 18 % This past week when I finally realized what was going on I called SPS and they said that the amount to bring the loan to normal was XXXX, when I asked why if the normal mortgage payment is only XXXX per month, they informed me that since I was in default they could change the mortgage APR to 18 %. I went as far as asking if there is no protection period for when a mortgage is sold and they said it was only 90 days ( under my calculation I would be under this protection ) but they denied me. What I did : I payed the over XXXX XXXX dollars they requested to bring the loan back to normal but I will not have to fight to get back what I believe to be an unfair practice of raising my APR 4-5 times what I have under contract.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 347XX
Submitted Via: Web
Date Sent: 2022-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We were granted a Repayment Plan after several months of requesting assistance due to a financial hardship we were experiencing. The Repayment Plan was for one year XX/XX/XXXX until XX/XX/XXXX. During this time we experienced another financial setback which we informed them of and assured them that the payment would be in by the end of the month. Once they received the payment by Personal check they held it for two week and wrote VOID all over the check copied it sent us a copy and stated that they had destroyed it and requested Cashier check for the set amount that was submitted. We purchased a Cashier check and sent it priority mail signed receipt. Meanwhile they referred us to their Attorney for the process to start for Foreclosure. They received the Cashier check then sent a letter stating that they wouldn't be applying the fund towards the mortgage or cashing it, they would be destroying it and request {$20000.00} something by the XXXX of XXXX and if they didn't receive they would proceed with the Foreclosure process.We reached out to their Attorney informing them that we had a Repayment Plan in place and we didn't know why we were referred to them. To date we haven't heard anything from them. We have reached out to our Lender as to what is the status of the Repayment Plan and future payments. Since they are destroying all payments that we have sent in the past month or so we have informed them that we will not be sending any more payments until we are assured that they will be applied to our mortgage. We don't have any other choice right now because this is costly and unfair and we don't think this is legal. So we are going to save the fund until XX/XX/XXXX or when they instruct us otherwise or if we have to go to court. The Cashier check that they refused to cash or return to us we have to try and get the funds returned which is going to take sometime because the Bank stated that we have to place a stop payment and a reversal which will cost fee before we can get the fund redeposited in our account. The Bank stated that the process would be better for us if the Lender would cooperate and return the Cashier check then we wouldn't have to pay all of the additional fees. They couldn't take our word or a letter from the Lender stating that the check was destroyed. We have requested that they return the Cashier check but we don't think they will because they didn't return our personal check. Every time we correspond with them it is always something different or they send old documentation as respond to our request. Nothing is ever clear and the back and forward is not fair to us all we want to do is get back on track and move on and stay in our home.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92337
Submitted Via: Web
Date Sent: 2022-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A