SELECT PORTFOLIO SERVICING, INC
Consumer Complaints
There are over 9109 complaints on file for SELECT PORTFOLIO SERVICING, INC. Dated between 2019-12-06 and 2012-02-28.
Complaints Page 114
2017-08-23
Montecito, CA
Struggling to pay mortgage
Mortgage: Other type of mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-08-23
Liverpool, TX
Closing on a mortgage
Mortgage: Home equity loan or line of credit (HELOC)
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-08-23
Charlotte, NC
Applying for a mortgage or refinancing an existing mortgage
Mortgage: FHA mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-08-23
Charlotte, NC
Applying for a mortgage or refinancing an existing mortgage
Mortgage: FHA mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-08-23
Jacksonville, FL
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Public record information inaccurate
Complaint: SPS services was sold my 2nd mortgage account from XXXX mortgages. I filed bankruptcy and it was discharged in 2009 with XXXX. SPS services refuses to remove it from my credit. The joint on the loan has since filed bankruptcy again.
Account # XXXX The : XXXX XXXX XXXXXXXX XXXX , Customer Support Unit, XXXX XXXX XXXX, XXXX FL XXXX Select Portfolio Servicing, inc XXXX XXXX XXXX XXXX XXXX XXXX XXXX UT XXXX : ( XXXX ) XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-08-23
Wonder Lake, IL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Before XXXX took over my loan I was with SPS ( Select Portfolio Servicing, Inc. Loan # XXXX ) They did a loan medication for me please see attached documents for proof. Apparently when my loan with SPS was transferred payments were missing to XXXX that were not and paid. On XXXX XXXX, 2014 When I spoke to Nationstar from accounting department he noticed that SPS did not send my loan medication documents and a lot of documents were missing including payment history when the transfer took place. When I spoke to XXXX they were not aware that there was a trial period for a Loan modification and approved before the transfer. In the meantime, there were payments and escrow missing which should not. I was told XXXX didnt receive XXXX, XXXX, & XXXX 2014 payments. Of which Proof of payment history showing XXXX and XXXX 2014 was paid to SPS. When XXXX payment was mailed to SPS Ck # XXXX I was told by SPS that they received this payment and will over nigh it to XXXX tracking # XXXX. At first XXXX told me in XXXX 2014 that they did receive the XXXX 2014 payment and even gave me the check number. After 3 weeks when that check didnt cash I called XXXX and was told they did receive the payment, but dont know what happen to it and if I can put a stop payment on it. Well the next day I received from XXXX a letter with the check stating they are returning it because they dont know where that payment belongs too. So on XXXX XXXX, 2014 not only I wrote another check # XXXX replacing ck # XXXX I also mailed XXXX 2014 payment. So Since XXXX 2014 no one has done anything to correct this issue. From XXXX 2014 till XXXX 2014 I was harassed every day or 2nd day that there is payment missing and my account is past due. Each time you get a different person and I had to explain no when they check my account they see notes and tell me we see proof of payment, but we are very sorry no one has done anything with this. I was harassed and was told research will be done and corrected no one did anything. I was told this will take up to 30days to fix the problem. In the mean Time Im being harassed with phones calls and receiving forecloser letters. On XXXX XXXX, 2014 I was harassed so much and stressed out so much from XXXX irresponsible and unprofessional staff that it caused me to go to the ER with a XXXX XXXX of XXXX that they immediately took me in to give me medication thru the XXXX to bring the XXXX XXXX and not cause a XXXX XXXX. And yes XXXX did call me in the morning on XXXX XXXX, 2014. I have no problem providing proof of documents that I was at the ER that day and what my XXXX XXXX was. As of today I still have not receive reimbursement back for over payment that I was forced to pay to avoid foreclosure. Please help me get my money back.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-08-22
Spring Hill, FL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Our Mortgage was recently transferred from XXXX to Select Portfolio Servicing Inc. around XXXX. I always make my normal monthly payment and wait for it to process. After this, but before my next payment due date, I make an additional principal payment of {$5000.00}. I originally called Select Portfolio Servicing on XXXX, to notify them that I will be making this additional principal payment every month and to put a note on my account. Select Portfolio Servicing wants to charge me an extra fee if I call in and make a payment and if I make a payment on their website. The only other way I can make a payment without paying an additional fee, is through my bank account. ( I REFUSE TO SET UP AUTOMATIC WITHDRAWALS ). Each time I make an additional principal payment, I put in the Memo : " APPLY ALL TOWARDS PRINCIPAL. '' Everything went fine on XXXX, XXXX, & XXXX. Starting on XXXX and XXXX, they have not applied my extra payments towards principal CORRECTLY. They have put one payment from each of those into the future and my payment date is changing. I had to call in both times to have the payment fixed. I did this with XXXX all the time ( They actually waived the phone fee for me so I could call in each time and make the payment over the phone, but it still did not work every time ). They are telling me that I can not speak to anyone else or have a supervisor assigned to my account. They tell me that this is the way their computer system is set up. I told them I do not care or want to hear their excuses. I told them that I want someone to manually enter my extra payments. I told them that they are not following the terms of our mortgage. It states directly in our Mortgage Loan Documents/Agreement, that any payment made in addition to the normal payment ( as long as the entire amount is more than the monthly payment amount ), AND all other fees due are paid off, it WILL BE APPLIED TOWARDS PRINCIPAL. This is a game and I am tired of playing it. I have to waste my time every month to call them back and they trying to cause me to also pay more interest each time, WHICH IS NOT FAIR OR RIGHT! The Payment Area is on the second page, # 5.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-08-22
Lewisville, TX
Closing on a mortgage
Mortgage: Home equity loan or line of credit (HELOC)
Complaint: I am adding additional information that was forgot on Complaint number XXXX I am enclosing the mortgage statement prior to my closing which shows Principal of XXXX which XXXX was added on with out NO approval and NO agreement in writing by the XXXX XXXX XXXX nor XXXX XXXX nor any approval from my wife XXXX XXXX XXXX, they can not just add principal on with some type of written approval for someone!!!! I only borrowed XXXX from XXXX XXXX /XXXX XXXX who sold it to XXXX then XXXX XXXX then back to XXXX then to XXXX , its like a game and they never have any answers and always XXXX up our credit, force place insurance on a 20 year old mortgage that is escrowed, and now with this {$11000.00} we are worn out with this types of mortgage companies they all provide the worst service more important they cant provide any approval so we want the {$11000.00} that the stole or added to our payoff as they refused to answer any letters and we were at closing so we had no choice but to close as we been trying to sell this home in Florida for over 2 years so they force this on the title company otherwise the closing would have fell apart. This is a second part to be added to complaint # XXXX. We would never want this to happen to someone else
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-08-22
Jersey City, NJ
Applying for a mortgage or refinancing an existing mortgage
Mortgage: Conventional home mortgage
Complaint: hello, my name is XXXX XXXX, I have a loan with XXXX, XXXX XXXX who is the lender, and, Select profolio is the servicer. I have reached out to XXXX in the past and I was told they no longer service my loan, however I should reach out to Select portfolio, when I reached out to Select profolio, they told me that XXXX XXXX is the lender. I need to know who the lender is on my loan and how I can reach them.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-08-22
Lewisville, TX
Closing on a mortgage
Mortgage: Home equity loan or line of credit (HELOC)
Complaint: ACCOUNT NUMBER XXXX Property address XXXX XXXX XXXX, XXXX XXXX Fl. XXXX Mailing address : XXXX XXXX XXXXXXXX XXXX, XXXX TX XXXXXXXX These are Serious Mortgage practices you failed to provide /answer /disclose or maybe even broke the law. Attached is your letter dated XX/XX/2017 which appears your unable to find /locate the unauthorized charges which SPS has been the servicer assigned from XXXX and you provided never a response and again doing everything you can to stale /delay and not provide full explanation and simply make additional large excessive profit and simply ripping off consumers. You SPS have carefully, willfully and deliberately hide /refuse to acknowledge or provide proof ( more exact ) number which apparently your unable to locate is {$11000.00} of unauthorized charges ( SEE PAYOFF STATEMENT AND YOUR OWN STATEMENT ). My Principle balance was only XXXX yet you reported to the Title Company unpaid Principal is XXXX. You SPS are hiding interest from IRS and me as the customer. SPS assigned from XXXX XXXX have unauthorized charges to place on my account of {$11000.00} and I demand this money back to XXXX XXXX and XXXX XXXXXXXX XXXX the rightful persons on the mortgage. You find not find any authorization from XXXX or XXXX XXXX XXXX approving these this interest if anything SPS assigned from XXXX has been losing my paper work for six years trying to do a loan modification which SPS FAILED but amazing XXXX XXXX was able to assist. I demand this {$11000.00} that you added as principal which my balance and all these years my interest statement is as reported to IRS is {$84000.00} and that how interest statement were sent to me. You can not just add {$11000.00} to my principal just because you know this was unauthorized charges. Final, I check with XXXX XXXX there is NO subornation agreement notifying XXXX XXXX that the principal balance has been raised, XXXX XXXX servicing for FHA Since your unable to find your own documentation, I file an official complaint with XXXXonsumer Financial Protection Bureau as your mortgage practices fall in line with being Predatory as you are taking advantage of Senior, my wife at XXXX and me at XXXX, refuse to answer my questions, appears to be not explain proof of your actions and ( 3 ) unable to explain/find proof of anything ( 4 ) Unable to answer or respond to my principal is XXXX that how for 10 years sending 1099 statements out, we been filing interest claims and during the payoff you SPS added {$11000.00} of unauthorized charge which are and never was agreed on.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-08-21
Marlboro, MD
Struggling to pay mortgage
Mortgage: Other type of mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-08-21
Santa Rosa, CA
Trouble during payment process
Mortgage: Other type of mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-08-21
Keystone Heights, FL
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-08-21
Jamaica, NY
Trouble during payment process
Mortgage: Other type of mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-08-21
Santa Rosa, CA
Trouble during payment process
Mortgage: Other type of mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-08-21
Concord, NC
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-08-20
Philadelphia, PA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: On XXXX XXXX, 2017 I received a Service Transfer letter from SPS ( Select Portfolio Servicing , Inc. ), stating that my refinanced mortgage account would be transferred to them from the previous servicer, XXXX. I thought this was great since I had written an abundance of complaints to CFPB about the egregious and criminal acts committed against me by XXXX. I researched SPS, and although the company did not receive good reviews at all, I thought that the change would give me a corrected, fresh start. I called SPS and spoke to a representative to get my new account number and she explained several ways I could make my XXXX payment. I was not waiting for the payment vouchers before paying my first and consistent payment for XXXX. I saw in one of the reviews that another new client waited and was sadly penalized. I was told to pay a little over {$640.00}, because I had an unapplied balance from my previous XXXX account. I discussed with the SPS representative that I would be making the payments by XXXX XXXX quick collect at the end of the month, by the XXXX, and the representative gave me the information needed in order to send the payment. I was told that I didnt need to call after I made the payment to SPS, that SPS will see the amount paid and apply the unapplied funds amount to complete the XXXX payment. I also discussed with the representative that the amounts derived by XXXX ; which led to the complaints to CFPB and led to my account being transferred to them ( SPS ), were erroneous. The representative documented and explained that our conversation would be investigated and the investigation would take up to 60 days after which I would be notified. Right after SPS processed my XXXX payment I received a confusing notice. Although SPS just received my account in the middle of XXXX AND SPS is still investigating the payments made to XXXX, SPS put my account in Default status??? Then in addition, I received a statement dated XXXX, after already making my first payment in full with SPS in XXXX. They have no listing of the payment I made AND the combining of the unapplied funds amount on the website. The statement reads : Loan Due Date XXXX Payment Due Date XXXX Amount - {$3200.00} Late Fees - {$390.00} How???? My monthly payment is less than {$940.00}. I have conformation of the payment for XXXX as paid. I pray Im not in another XXXX type company Please dont let that be.. Please Help AGAIN??? Awaiting Your Response, XXXX XXXX XXXX XXXX XXXX XXXX XXXX Account # XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-08-19
San Jose, CA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-08-19
FL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: XX/XX/XXXX OnXX/XX/XXXX I obtained a first mortgage through XXXX XXXX XXXX of {$640000.00} on my house.
The mortgage was subsequently been transferred to other entities, and is now held by Select Portfolio Servicing ( SPS ). The company information is as follows : SELECT PORTFOLIO SERVICING INC. XXXX XXXX XXXX XXXX XXXX XXXX UT XXXX CUSTOMER SERVICE : XXXX XXXX XXXX XXXX www.spsservicing.com Mortgage payments to this company, and from the beginning of the mortgage to date, have never been late.
This servicer acquired the loan on XX/XX/XXXXwith a balance of {$540000.00} at an interest rate of 2.75. As of this date, the balance is {$330000.00}. The current interest rate is 4 % There is no pre payment penalty and additional principal payments have been made and applied to the loan over the past 3 years.
The initial monthly blended payment inXX/XX/XXXX was {$2800.00}. As ofXX/XX/XXXX the payment is {$2700.00}.
The servicer never provided an amortization schedule since acquiring the loan, and same has not been provided for the rate ( which has been adjusting upwards ) at its current level.
I believe the bulk additional principal payments have not been applied properly to reflect the interest calculation, based on the decreased overall mortgage amount and the remaining term.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-08-18
Atlanta, GA
Took or threatened to take negative or legal action
Debt collection: I do not know
Seized or attempted to seize your property
Complaint: This COMPLAINT is a demand for a cease and desist of continued attempts to collect fictitious debt. Select Portfolio Sservicing Inc.aka ( SPS Inc. ) has FAILED TO COMPLY with a notice to VALIDATE DEBT in accordance with the specific MANDATES as codified at 15 USC 1692. Your company has issued a notice of foreclosure schedule for XX/XX/XXXX and we believe your company intend to serve and publish a sale under power notice on our property where there is no present legal right to do so. Your company is currently in violation of Georgia Residential mortgage fraud statutes. Furthermore, SPS Inc., its client, representative, or predecessor, are violating the Real Estate Settlement Procedures Act ( RESPA ), 12 U.S.C. 2605 ( e ), the Fair Debt Collection Practice Act and The Fair Credit Reporting Act. And TILA. SPS. Inc. is operating in intentional defiance of OCGA 16-8-102, 16-8-104, and 16-8-105. SPS. Inc. officers and representative are fully aware that its client, agent or predecessor do not have a lien on our property of any kind, see EXHIBIT-R, and that we hold 100 % legal and equitable interest in our property. If they continue with the foreclosure action, it will constitute strong-arm seizure of property. see Deed of Record at EXHIBIT-F. ( a ) SPS. Inc., during the course of doing business has sent yet another non-judicial foreclosure notice with a sale date XX/XX/XXXXXX/XX/XXXX with ought having a legal or financial interest in our property. and, ( b ) SPS. Inc. have " RE-AGED '' a time barred charged-off and closed account to justify making the false representation to all three Credit Reporting Agencies that a debt is owed to SPS Inc. by us, when they know that to be untrue. ( c ) SPS. Inc. have slandered of title by publishing more than 12 statement about our property. The statement was untrue and they knew or should have known the statement was untrue. The statement was of a disparaging nature that impair the value of the property in the estimation of others. we have suffered and continue to suffer enormous damages. ( d ) ) SPS. Inc. have devised and implemented an illegal plan to seize property it know is unsecured. It is done by using mortgage documents that are void and you were specifically ordered by consent agreement, state and federal law not to use. ( i.e. unrecorded defective deed and destroyed notes ) This cease and desist demand is based upon a unsecured, charged-off, and closed account that is time barred. Under Georgia Law SPS Inc., its client, representative, or predecessor are subject to the following : 1. O.C.G.A. 16-8-102 Residential mortgage fraud Statute says : A person who " Files or causes to be filed with the official registrar of deeds of any county of this state any document such person knows to contain a deliberate misstatement. misrepresentation, or omission. '' can be subject to damages of {$100000.00}. I. NO DULY FILED, REORDED AND INDEXED DEED i.e., NO LIEN 2. The security deed associated with XXXX XXXX XXXX account # XXXX and XXXX referenced above, according to XXXX County GA official property recorde can not be, and was not, " duly filed, recorded and indexed for the following legal reasons : OCGA 44-2-21 Attestation Requirements - Mortgages and Deeds to Secure Debt The notary public serves as the official witness and must be one of the parties described under OCGA 44-2-21. " The unofficial witness may be any competent adult except a party to the deed or the notary public. '' A. The security deed resulting from an XX/XX/XXXX closing cited in paragraph 2 above with account number XXXX was, on or after closing, and at some point before recording, XXXX XXXX XXXX XXXX agent and representative XXXX XXXX, altered the security deed and the waver of borrowers rights, a fatel violation of Georgia statute in that he signing both documents under seal as the UNOFFICIAL witness. See Proof at EXHIBIT-A1 & A2 signature on last page of security deed and waver of borrows rights. ( then see EXHIBIT-A3 the signature of XXXX XXXX on various closing documents ) B. The " security deed '' and " the waver of borrowers rights '' are classified as contracts under seal, and under Georgia law In order to admit a mortgage to record and perfect a lien, it must be attested by or acknowledged before an officer as prescribed for the attestation or acknowledgment of deeds of bargain and sale ; and, in the case of real property, a security deed must also be attested or acknowledged by one additional unofficial witness. C. XXXX XXXX, as agent and representative for its principal, XXXX XXXX XXXX, a party to the transaction, was prohibited by O.C.G.A. 44-2-21 and 44-14-33 from signing as the official witness, unofficial witness, Notary or officer on the security deed. which is why XXXX County official property records by title search reports that no secured lien is held by anyone against our property. See ; The Supreme Court of Georgia Rules On Mortgage Attestation Question ; " An unattested or partially attested deed, even if recorded, can not provide constructive notice because it can not be " duly filed, recorded and indexed ''. also see " OCGA 44-14-39, which provides that [ a ] mortgage which is recorded... without due attestation.. .shall not be held to be notice to subsequent bona fide purchasers. Therefore, The security deed associated with XXXX XXXX XXXX account # XXXX and SPS Inc. account # XXXX referenced above was not and can not be " duly filed, recorded and indexed. Thus void as a matter of law. II. FAILURE TO TIMLY RECORD ASSIGNMENT Pursuant to OCGA 44-2-6. Recording bond for title, contracts, transfers, and assignments ; priority as to subsequent deeds taken without notice from same vendor. 3. Whereas, XXXX XXXX XXXX XXXXXXXX sold the Promissory NOTE associated with account number XXXX on XX/XX/XXXX ( day of closing ) to XXXX XXXX XXXX XXXX. See ( EXHIBIT-E1, & E1a, Notes and see EXHIBIT E-2 allonge ( s ) - see date of 1st endorsement -- at that point XXXX owned the note. ) ) A. Although XXXX XXXX XXXX XXXXXXXX closed the loan transaction and sold the note on XXXX XXXX, XXXX XXXX XXXX XXXX never made or recorded an assignment until ( 6 ) years later on XX/XX/XXXX. See EXHIBIT-E3 ( assignment of security deed ) B. If the Promissory Note is separated from the Security Instrument, the debt is UNSECURED. For the " secured '' status to be maintained, the Promissory Note and the security instrument ( Deed to Secure Debt ) must never be separated. C. If the Promissory Note was sold to other entities, the Note must be endorsed AND an Assignment of Deed to Secure Debt ( for each sale of Note ) must occur simultaneously for the Creditor to remain SECURED. D. Pursuant to OCGA 44-2-6 " Every bond for title, bond to reconvey realty, contract to sell or convey realty or any interest therein, and any and all transfers or assignments of realty shall be filed and recorded in the office of the clerk of the superior court of the county where the land referred to in the instrument is located. The filing and recording shall, from the date of filing, be notice of the interest and equity of the holder of the instrument in the property described therein. The filing and recording may be made at any time ; but such bond for title, bond to reconvey realty, contract to sell or convey realty or any interest therein, and any transfer or assignment of realty shall lose its priority over deeds, loan deeds, mortgages, bonds for titles, bonds to reconvey realty, contracts to sell or convey realty or any interest therein and any transfer or assignment of realty from the same vendor, obligor, transferor, or assignor which is executed subsequently but filed for record first and is taken without notice of the former instrument. '' note that in this case the promissory note was sold but no assignment was made and recorded for 6 years. E. Even if the security deed had been signed and attested to correctly, the fact still remains that XXXX XXXXXXXX XXXX XXXXXXXX failed to perfect a lien where they failed to timely record a assignment Pursuant to OCGA 44-2-6. See EXHIBIT- E-3, ( the last and only assignment ). 4. Meanwhile, XXXX XXXX XXXX, on XX/XX/XXXX on behalf of the borrowers ' executed a deed to secure debt subsequent to XXXX XXXX XXXX 's defective deed, and XXXX in fact filed and recorded first in XXXX County property records a Deed to Secure Debt at deed book XXXX, page 560, Document # XXXX, of the official records, in the office of the Clerk of Superior Court of XXXX County, Georgia. Thus, at the time of cancellation it was the current DEED OF RECORD. A. Whereas, onXX/XX/XXXX XXXX XXXX XXXX caused to be recorded in XXXX County property records a cancellation of the DEED OF RECORD at deed book XXXX. Page 560 and Document # XXXX. See EXHIBIT-F ( lien release and Cancellation of the Deed of Record ) Wherefore, the cancelled DEED OF RECORD bearing the name XXXX XXXX XXXX and XXXX XXXX XXXX, Pursuant to OCGA 44-2-6 is recognized under law as the legal holders of that parcel of property by way of 100 % legal and equitable interest therein with no other perfected liens currently attached thereto.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-08-18
Mountain View, OK
Trouble during payment process
Mortgage: Other type of mortgage
Complaint: This is a copy of the complaint I 've sent to Select Portfolio Servicing , Inc . I called to make a payment on my mortgage. Customer service took the payment over the phone. My payment was for {$1000.00}, she repeated everything to me and took payment. XX/XX/XXXX, when I checked my checking account {$1400.00} was taken out, she must have hit a 4 instead of 0, Im assuming. The same morning, I called and explained to customer, also stressed that I need the {$400.00} back into my account that I have no money to live by for two weeks, and that I have other payments coming out and I will be charged an extra {$33.00} for overdraft fees. Customer service, told me they would make the corrections and the {$400.00} will be deposit back into my checking the next day or the following Monday. XX/XX/XXXX, I checked my account and there wasnt a deposit, I called again stating the whole incident with the girl taking too much out of my account and was told the cashiering department denied the reimbursement because they couldnt reimburse just the {$400.00} that it would have to be {$1400.00}, I would have to resubmit a payment and that I would need to send in my bank statement showing the overdraft fees and showing the {$1400.00} had been taken out. I ask why I wasnt told that, so that I could have already done that and stressed to this person that I need the money back into my account because I have no money to live by and that other payments will be coming out. I said, I need a number to call to make sure they had received it, I was told there is not a number for me to call the cashier department that I would have to call customer service back, I asked if I could get his extension so I could call him back, so that I didnt want to go through the whole story again. I was told there isnt an extension number that my account would be noted and anyone could help me. Within minutes of the call, I faxed all the information to fax number XXXX, and called to make sure they had received it. I again stated the whole incident with the person taking too much out of my account, I was told they had received it and they are processing it. I called customer service to make sure, and glad I did. I explained the whole deal with the person taking too much out of my account, I asked her to refer to the notes. That person stated the opposite of what I was told that they couldnt reimburse the {$1400.00} that they could only reimburse me the {$400.00}, I said thats all I want is the {$400.00}, I didnt ask for the entire payment that I was told that they couldnt just give the {$400.00} and that its not showing that a reimbursement has been processed, so customer service call the cashier department and they said they had not received a fax from me that I will need to send my bank statement. I explained that I already sent it over and that I have confirmation that it went through, and was told just because it shows on my end doesnt mean that they received it. I said okay, I will send again because... again, I need my {$400.00} back into my account because I have no money to live by and other payments will be coming out of my checking account and was asked what number I faxed it to, gave them the XXXX. I call again, and get another customer service and explain the whole deal with the person taking too much out of my account, I asked her to refer to the notes. They put me on hold and said they have not received a fax from me. I ask to speak with a supervisor and was put on hold for 30 minutes and the person picked up the phone and hung up, so I had to call back and explain the whole deal with the person taking too much out of my account, I asked her to refer to the notes, customer service again, went on to explain that they couldnt give me just the {$400.00} that it will have to be the whole amount. I asked to speak with a supervisor, she asked why I told her I was tired of going through this and getting different people telling me different things and she swore she would help me and take care of it that she is submitting everything now, and my money should be in my account the next day. Just to make sure I faxed my bank statement again. The next day, I called again, and get another customer service and explain the whole deal with the person taking too much out of my account, I asked her to refer to the notes. They put me on hold and said they have not received a fax from me. I ask again for a supervisor, I was placed on hold while they were speaking with a supervisor, supposedly the supervisor was on the phone with the cashiering department and the cashiering department said their fax is down and hadnt been receiving faxes. Customer service told me to email a copy of my back statement to them at XXXXXXXXXXXX. So, I email the information while I was on the phone, they received it and was giving it to the supervisor and he was taking care of it and that she was making notes on my account while she was waiting on him. I was told the supervisor processed it and that it will be in my account by noon that same day or the following morning. XX/XX/XXXX ( the following morning ), I check my account and there is nothing there. I called customer service, again I had to explain the whole deal with the person taking too much out of my account, I asked her to refer to the notes. Customer service explained a check was going through some department and will be mailed. I asked to speak with a supervisor and she asked why I said because of this whole deal, I need to speak with a supervisor and a supervisor got on the phone and went on to explain the process. I explained again the entire deal and she said she will email the cashiering department to have them wire the money into my checking account. I asked if she could call the department, she said they dont open until XXXX XXXX Same morning, I just got off the phone with customer service, and was told that the checks has been processed and was in the accounting department and ask that I call back at noon Oklahoma time. I also requested my call notes and recorded calls from XXXX XXXX till now, which I was told I need to request in writing. I called the Consumer Ombudsman Severing Department and spoke with a XXXX XXXX and explained to her my complaint, she checked the notes and said it couldnt be wired that a check for the {$400.00} had to be sent out that I should receive tomorrow ( Friday ) and the check for over draft will be sent Friday. I told her other payments will try to come through and I will be charged for late payments, I was told if so send in a copy of my bank statement. As we speak a payment tried to come through and thats another {$33.00} ( attached is the current bank statement ). I need the additional {$33.00} reimburse to me. I now have to call back and go through the story of how it all started in order to get the reimbursement for the {$33.00} that was taken out today. Something has to give... the policy needs to be gone over, the process needs evaluated and consumers speaking with a different person every time they call is not good. If a consumer is having an issue, why in the world would you have them call and not be able to speak with a person who already know what is going on instead of getting someone else who you have to explain whats going on over and over again. That has to be hard on your employees! I understand that mistakes happen, but this is ridicules! I have been working on this since the XXXX XXXX and just now getting a check cut and mailed if that is really happening now... thats crazy. I have been getting the runarounds since then, different things on what I need to do, what you can and can not do. Thats why I have called so many times, cant seem to get the right person to tell me the right thing. This should have been taken care of that same day. Under the circumstances, going through all of this Im highly upset... you trying living without any funds and see how frustrated you get when you have to keep calling explaining the situation and to realized youre not getting anywhere because you have been told to do the wrong things. Im an assistant to the chief of police, I get complaints, get cussed out, people screaming, calling me names and much more... on things I have nothing at all to do with. I didnt want to be that irate person on the other end making someones day terrible or job harder. Each time that I called I had to remind myself that this person is just answering the phone and doesnt know whats going on just yet and put yourself in their shoes, so I was never rude or belligerent to anyone, maybe about to get to that point. Youve got to change this process, which Im still really not sure what it is. I have spoken with 12 different people. Im not upset with the girl that got it wrong, Im upset with your process and with that being said Im filing a complaint with The CFPB, The AGs Office, The Federal Trade Commission and Also, filing a complaint with my state consumer protection office for the licenses that you have here in Oklahoma ( 4 ) and XXXX XXXX, ones. I have attached my bank statement for reimbursement of this current funds, along with all the information that I have sent throughout this process. Called again, to make sure they received the complaint and was told they did. I was also told that they could wire the funds, which earlier I was told that they could not wire the funds, said it would take longer to receive because they would have to place a stop payment on the check they issued and that I had two option 1 let them overnight the check or 2 wire to my account which would take longer I took option 1, like Ive stated throughout I have no funds to live by. I was also advised that there department hasnt received the check yet, but will guarantee that as soon as they send it they will be overnighted. So, if they receive tomorrow it will be overnighted Friday. Called again three hours later, the accounting department still havent sent the check over to be overnight, spoke with a supervisor and he contacted the accounting department and sent the VP an email and said it has gone as high as it could go and it should be expedited quickly. This has to be a joke! XX/XX/XXXX, I have called again this morning, and was put on hold so long I had to go into work.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief
2017-08-18
Jamaica, NY
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company believes complaint is the result of an isolated error Closed with explanation
2017-08-18
Palos Park, IL
Struggling to pay mortgage
Mortgage: FHA mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-08-17
Cooper City, FL
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-08-17
Marvin, NC
Struggling to pay mortgage
Mortgage: Other type of mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation