SELECT PORTFOLIO SERVICING, INC

2019-05-22

South Florida, FL

Problem with a credit reporting company's investigation into an existing problem

Mortgage: Conventional home mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-05-21

Austell, GA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-05-21

Savannah, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Select Portfolio Servicing, Inc. ( SPS ) is handling my escrow and are suppose to be paying the taxes and insurance from my escrow. XXXX county tax commission has filed a FI FA against me because SPS has refused to pay the taxes like they are supposed to. I have enclosed a copy of the letter from XXXX County Tax Commissioner about this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-05-21

Colts Neck, NJ

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: XXXX XXXX XXXX ( XXXX XXXX ) is in violation of the CFPB guidelines where they must review 37 days or more prior to a scheduled foreclosure sale. The bank is making up guidelines as they go and are not following the CFPB 37 day rules and regulations. Here is a summary of what happened : XX/XX/XXXX Short sale file was submitted with a sale date about 50 days away. XX/XX/XXXX-XX/XX/XXXX- Back and forth communication, then the short sale was closed out on XX/XX/XXXX saying listing period expired. XXXX XXXX XXXX Back and forth fighting with XXXX and we were told the investor wanted 90 days prior to a sale date to review for a short sale. XXXX XXXX Called investor XXXX XXXX and they said if its over 37 days they will review for a short sale. XXXX is making up their own rules. XXXX XXXX XXXX : Back and forth fighting with XXXX XX/XX/XXXX - XXXX stated they need 120 days to review for a short sale, another change XX/XX/XXXX - XX/XX/XXXX - Back and forth fighting with XXXX XX/XX/XXXX - XXXX stated they need 90 days to review the short sale, the rule is XXXX and we advised them of the CFBP guidelines. Currently XXXX won't review for my short sale. I am doing a short sale to save my credit and leave my home with dignity and to do the right thing. The offer is 95 % of the bank 's current appraised value. There is no reason XXXX should be doing this.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-05-20

Berkeley Lake, GA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-05-20

Martinsburg, WV

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-05-20

Berkeley Lake, GA

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

Timely Response

2019-05-20

Washington, DC

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-05-20

Alpine Forest, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: In XX/XX/2019, I requested a loan modification with SPS ( Select Portfolio Servicing ) due to my income being slashed over {$40000.00}. per year due to an employee restructure. I submitted my YTD pay stubs and a letter from my employer indicating my new pay rate was changed to {$80000.00} per year an that I went from being a XXXX to an XXXX XXXX with no possibility of over-time. At the beginning of the year the company I work for overpaid me and the amount was reversed but the result was my YTD reflects an incorrect inflated amount. Due to book keeping reasons the YTD was not reversed even though the money was and the payroll manager send a letter of explanation. On XX/XX/2019 SPS denied a modification based on the incorrect income. SPS calculated my income at XXXX per month but I get paid 26 payments of {$3000.00}. for a total of XXXX per month. On XX/XX/2019 the day I received a denial, I sent in an appeal letter with supporting documentation proving the amount calculated by SPS was incorrect. On XX/XX/2019 a letter was sent tome I received on XX/XX/2019 again denying a mod or recast and was still basing the denial on the incorrect income calculated by SPS. I called in for an appeal and to ask for the income to be calculated correctly, but the manager XXXX XXXX ID XXXX refused to accept the letter from XXXX 's payroll manager and basically treated me as if I were a liar. I asked for his supervisor to call me but I did not received a call back. I again called and a customer service rep XXXX reviewed, agreed there was an error, she took it to Mr. XXXX but he would not listen. SPS refuses to take the letter of explanation or the proof of each paycheck showing the close in the gap created by the incorrect overage. Letters of explanation are used all the time by others, so I am not being treated equally when clearly I have supporting documentation for the letter. It is an unreasonable request by SPS to ask XXXX to change the YTD as it affects the entire corporation. The payroll manager of XXXX has written several letters trying to explain but SPS will not consider. I believe I am being unfairly denied as the information I provided is in line with what has been used by others for consideration of a modification or recast. I have proof of every deposit being the same, proof of the reversal in my bank account., proof of my reduced annual salary. I was trying to circumvent late payments but since it took 3 months for SPS to deny my request, now my credit cards are maxed, I have had some late payments making a refinance impossible. My PITI on the first is XXXX and the second is {$330.00} = {$2500.00} after taxes my take home is {$3500.00}. This does not leave enough for groceries, utilities and car insurance let alone credit cards and student loans. Any assistance would be greatly appreciated.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-05-20

Van Nuys, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I applied for and thought I was granted a loan modification with SPS. However I was told it was conditional not necessarily based on my making trial payments ... I completely understand that. I needed my ex-husband to sign assumption paperwork notifying the lender that I was the new owner of the home. Here is the background : my husband and I divorced and he quit claimed the home we both lived in to me. His name was on the mortgage statement. The divorce decree and the quit claim were both sent to the lender several times during the modification period. Eventually I was told the modification was approved but my ex -husband needed to sign the assumption document. He moved out of the country. He did sign the document. I signed it as well and it was then sent to the bank. It was difficult to get his signature as I have no forwarding address for him -- only his email. Our divorce was and our relationship still is very contentious. The bank is now telling me that I need to send in an original signature page. This would require time and effort and in the end I may not be able to get him to send me the document with his " wet '' signature. In the meantime, SPS is threatening to send my mortgage to an attorney and is telling me my home may be foreclosed on. I have had XXXX and a divorce and this has been horribly XXXX -- not making my health situation any better. SPS has been very difficult at every turn. They have a document signed by everyone that needs to sign and now they tell me they need it again.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-05-20

WA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: In XXXX, my husband and I suffered some financial difficulties and we worked to get a loan modification from SPS. Again in XXXX, my company, being sold, dropped my income in half causing further financial issues. My husband and I tried several RMA submissions and were denied. Eventually we went bankrupt in XX/XX/XXXX. After 15 months, in early XX/XX/XXXX, SPS filed a motion from relief of stay to get us out of the house & were granted it. Now although my husbands income was going to escrow to the XXXX, we were told the Trustee was unable to pay SPS due to the new court ruling granting the relief of stay. We couldn't pay the mortgage with the bulk of our funds going into escrow & went into default. I submitted a new RMA in XX/XX/XXXX and we were fully denied in XX/XX/XXXX. I was frantically calling my lawyer to see what we could do and he got the Trustee to release our funds in the escrow account to SPS. We had very few other debtors, who were already paid in full, so most funds were for SPS. Over $ XXXX was submitted to SPS and was denied saying it was not enough. In XXXX out of the blue, SPS called and told me we could resubmit my RMA. They didn't need financials but were willing to review it again. I did so, but because at this point I didn't trust what was going on, I contacted the Attorney General 's office. They followed up on my complaint and got me in touch with XXXX XXXX. It was now late XXXX, XX/XX/XXXX, when XXXX / I requested mediation. Original mediation set up for XX/XX/XXXX. Bankruptcy was discharged XX/XX/XXXX due to no further debtors to be paid. Mediation was pushed back to XX/XX/XXXX due to Mediator requirement. Attendees - SPS representative, XXXX XXXX, XXXX XXXX of XXXX XXXX ( SPS Attorney ), XXXX XXXX, XXXX County Mediator, XXXX XXXX of XXXX Hud Counseling and homeowners, XXXX XXXX XXXX XXXX. Notes from XXXX XXXX can be submitted. Per Sues notes : Offered almost duplicate repayment plan that was previously offered & not accepted due to unrealistic with affordability for the balloon XX/XX/XXXX {$2200.00} 12 months with balloon due XX/XX/XXXX {$66000.00} XX/XX/XXXX {$2200.00} 12 months with balloon due XX/XX/XXXX {$57000.00} SPS doubled the current P & I {$1100.00} to come to the monthly amount XXXX said there was an investor restriction with offering a modification when they payment would increase. Turns out there is not an investor guideline when questioned for the excerpt of the PSA. Then it was said it was industry standard. Pointed out that it is not industry standard but a XXXX guideline and is usually overcome with showing the homeowner can afford an increased payment. XXXX said that the modification was not offered due to the delinquency status it is too late since BK said the balloon would be too high and tossed a $ XXXX # that when questioned could not answer. Cant refi for XXXX yrs since BK. XXXX said 6.025 % was the investor required lowest rate possible for a modification for they tpe of loan but changed the tune when questioned. XXXX said to take the repayment plan and make payments on time and all the homeowner needs to do is call and ask for the repayment plan to be extended in XX/XX/XXXX. This didnt sit well since she already told us the investor required no more than a 12 month repayment plan. No trust to SPS from homeowners. Agreed ( without mediator discretion ) 2nd session. The repayment plan offer inputs show if a modification was offered it would be 40 year with 4.25 % giving a P & I payment of {$1200.00} which is very affordable to the homeowner. This also shows balloon of {$39000.00}. with UPB {$280000.00} so it appears some of the currently deferred amount from modification in XXXX would be rolled back into the UPB if it is offered. Issues discussed : SPS reported to XXXX credit report that the property is in DIL. XXXX is handling having it removed. XXXX said that this was outside of mediation but will handle. XXXX said she could not. On XX/XX/XXXX XXXX XXXX, mediation assistant for XXXX XXXX added an unknown person to the mediation email chain XXXX XXXX XXXX. XXXX XXXX said that they escalated to supervisor and also apologized in email. NPV inputs have XXXX income and so does repayment plan offer. XXXX said income was not used to do the review. Went in circles and determined that a review was not really done for a modification due to the packet submitted with mediation invoking was not reviewed due to the repayment plan was out there but that was voided XX/XX/XXXX if not received a payment and no payment was made. Mediation confirmed PV stating the offer stated it was voided due to no payment made. XXXX sent mediation packet to SPS on XX/XX/XXXX SPS and SPS did not review it since the repayment offer was out there. Determined it was already voided. SPS has in their call records that they told XXXX she could pay on it even though it was XXXX XXXX says they did not tell her and the bk was an issue with the relief of stay leading to SPS rejecting trustee payments. Bk discharged XX/XX/XXXX. Discussed the redacted docs XXXX issues it is internal and they are working on the vendor providing them. SPS has not actively participated in the mediation hardly at all. XXXX to provide the terms that were confusing in the session previous modification XXXX has : UPB {$200000.00} balloon {$130000.00} ( XXXX said prev mod had a balloon of {$38000.00} ) deferred {$85000.00} with HAMP incentives, forgave $ XXXX so remaining amount deferred $ XXXX Current UPB {$230000.00} Reinstate GT XX/XX/XXXX {$77000.00} Payoff GT XX/XX/XXXX {$320000.00} I have piles of documents including the above from XXXX XXXX, the mediator, all emails & original documents of denial & original repayment plans, new updated repayment plan ( same as old with larger balloon ) and screen captures of DIL on our credit reports with XXXX. The documents attached are from our recent mediation meeting on XX/XX/XXXX. I had previously filed a complaint with WA AG, but was closed XX/XX/XXXX. ( Note- SPS couldn't do an account review due to this, but had over 4 months since it was closed ). I have refiled complaints with WA state Attorney General, and new complaints with Dept of Financial Institutions and CFPB.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-05-20

Decatur, GA

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

Timely Response

2019-05-18

FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have had a mortgage with XXXX XXXX XXXX for about 13 years. It has been beyond challenging every step of the way. The mortgage is in the name of the Estate of my deceased partner. Early on, I sent XXXX XXXX XXXX documentation dozens of times in order for me to have access to the account allowing XXXX XXXX XXXX to discuss the loan with me. Finally the last few years have been somewhat smooth as I am the only one associated with and paying this loan. I pay the mortgage on time and for the past 3 years or so have been paying an extra {$500.00} a week. Finally their system was posting the extra payments properly to principle.XXXX XXXX XXXX recently transferred my mortgage to Select Portfolio Servicing. It should be mandatory that when a company transfers a mortgage they they transfer the mortgage with all documents and authorizations that belong to the mortgage. XXXX XXXX XXXX did not do that.I called SPS and via the automated system was able to deduce that they are not posting my {$500.00} to principle but instead to future payments. That is not the way I want it and I have the right to make extra principle payments. The problem is SPS refuses to speak to me because they way I'm not authorized on the account. INFURIATING!! They say I have do dig up the past related to the death of my partner and find old documents and prove I'm authorized on the account. I'M NOT DOING IT! XXXX XXXX XXXX has those documents and has received them more times that I want to recall. XXXX XXXX XXXX needs to contact CPS with the documents and then get all of the principle payments sorted out as that is impacting the amount of interest I pay. The consumer should not have to fix the problems that to big lazy institutions have created. These kinds of errors and sloppy postings could ultimately create issues that might impact my credit. I want this fixed now but XXXX XXXX XXXX and SPS.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-05-18

Discovery Bay, CA

Struggling to pay mortgage

Mortgage: Other type of mortgage

Complaint: XXXX XXXX As we going through the process of our Loan Modification, we have some concerns on the approval of the Lender Investor underwritters. We have done some research on the lenders of XXXX and present and it appears that there is a Fraud, Scandal and corruption committed on XXXX XXXX Loans. XXXX XXXX is deceased and she resting in peace in XXXX with our XXXX and XXXX XXXX XXXX. Respectfully, We are not in Retaliation against the lenders, but we are very surprise on the unlawful acts of Loan Reps and Lenders that provide it XXXX XXXX Mortgage Loans that was not a Fixed Rate. We have given Authorization and Consent of Privacy Release for U.S Senator XXXX XXXX on issues of Lenders and Consumers Financial Protection Agency Investigations. We are respectfully requesting that a Federal Investigations will be implemented of the unlawful acts of lender and reps. THIS IS A EXTREME URGENT MATTERS!!
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-05-18

Discovery Bay, CA

Struggling to pay mortgage

Mortgage: Other type of mortgage

Complaint: Documents of evidence continuation
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-05-17

Lees Summit, MO

Took or threatened to take negative or legal action

Debt collection: I do not know

Seized or attempted to seize your property
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-05-17

Tampa, FL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: first time loan modified lender sent to wrong party then loan was transferred to SPS SPS made payments too high Never recognized monthly income
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-05-16

Colville, WA

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

Timely Response

2019-05-16

Hollins, VA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-05-16

Wonder Lake, IL

Managing an account

Checking or savings account: Other banking product or service

Banking errors
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-05-15

Huntingtn Bch, 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

Timely Response

2019-05-15

Lawrenceville, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-05-15

Hiawassee, 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

Timely Response

2019-05-15

Doral, 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

Timely Response

2019-05-15

Brunswick, GA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response