SELECT PORTFOLIO SERVICING, INC

2019-05-15

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

Discovery Bay, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I found an unexplained fee of {$1700.00}. on our Mortgage Statement from Select Portfolio Servicing ( SPS ) on XX/XX/19. I called SPS and determined it was legal fee from a foreclosure under our original lender, XXXX XXXX. I reported to SPS that this fee was not something we were liable for. During the collapse of the housing market, we were deeply underwater. We called XXXX XXXX about the new federal HAP. They told us we had to let our payments fall behind by at least two months before they would even discuss the program with us. We followed their direction, withheld payment, and submitted all the forms as requested. We were told specifically that as long as we had submitted our application for the government supported program, and were in contact with our lender, which we were constantly, there would be no foreclosure process initiated. That's when someone knocked on our door asking to see the house because it was listed as for sale at an auction THE NEXT DAY! I got on the phone with XXXX XXXX, and was told nothing could be done over and over. I insisted on being passed to one supervisor after another. Finally, I got someone who stopped the sale. She acknowledged they had all our paperwork, and the foreclosure shouldn't have been initiated. My wife, young daughter, and I were some of the lucky ones. Our next door neighbors were not ; they lost their home the same way. I told all this to SPS, and he acknowledged that he had heard that this was a common thing. He said he would file a inquiry with their Ombudsman 's office. Today, I returned a call from them, and was told they found the fee was legitimate. They kept telling me I was in default, so the bank had a right to foreclose, and charge me the fees. I noted that we had followed XXXX XXXX 's own directions to the tee, applied for the government refinance program immediately, and were in constant contact with XXXX XXXX. We had no warning, and XXXX XXXX and others were bailed out by taxpayers ; were trying to steal our house out from under us ; have paid massive fines for illegal activity, though none have gone to jail. I will not the legal fees of the thieves we caught in our living room. My family was one day away from homelessness. XXXX could not tell me who this fee would go to. I've attached the letter from the XXXX Ombudsman, which refers only to the former servicer as XXXX, which took over the loan from XXXX XXXX. It is confusing, because it states that the obligation may have been discharged through a bankruptcy we filed. I just read about the founding of the CFPB in XXXX XXXX 's books. I hope you will help persuade XXXX, XXXX XXXX, XXXX, and whatever law firm is involved in this unscrupulous grand theft, to forgo the fees they are still trying to extort from innocent home owners, based on their own past nefarious schemes. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-05-15

Oxford, GA

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account information incorrect
Complaint: a mortgage account was opened in XXXX for {$35000.00}. It was settled to {$28000.00} in approximately XXXX. I called the company, SPS to ask them to fix the mistake that was on my credit report, I was told ( as per the company ) that the account has been sold. However, it is now listed on my credit account as being owed at {$100000.00}. I called the company, SPS in XX/XX/XXXX and was told that it was sold to XXXX XXXX XXXX. They are listing their original loan along with the XXXX XXXX XXXX loan in one account with an account number and amount that is not accurate. I complained to SPS and did not get assistance. They have yet to rectify the account amount with the 3 credit reporting agencies. The credit agencies have not removed the accounts from my report.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-05-14

Murray, UT

Fraud or scam

Money transfer, virtual currency, or money service: Debt settlement

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

Timely Response

2019-05-14

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

Timely Response

2019-05-14

Miami, FL

Struggling to pay mortgage

Mortgage: Other type of mortgage

Complaint: Here I am again, my last complaint and the company response as usual. It's looking like they are throwing the ball one to another. Attached please letter sent to the Judged who handled the Bankruptcy Court in the State of Delaware since XX/XX/XXXX representing my assignor XXXX XXXX XXXX to see if they have any authority to assign the same at the time they executed such assignment of mortgage in XX/XX/XXXX. Also sent to every trustee involved in this case. Lying to the Federal Government is truly a criminal activity. Will open the case in Delaware been in touch with every trustee that is looking into this fraudulent matter and entering with enough evidence a Federal Law suit. Still have hope that as the institution assigned to protect consumer this matter will go more than a response from the company has been received. Thanking you in advance for your cooperation in this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-05-14

FL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I applied for loss mitigation help and I was refused. I dont understand how my mortgage went from {$140000.00} to {$310000.00}. There were many payments missed during the housing crash but I dont understand how a company can add {$170000.00} to a loan because of missed payments. The property is worth {$120000.00} and they say I owe {$310000.00}. There has to be some kind of inflated number that Im missing here. This is just not a smart investment anymore. I know that Im just a number to them but if this house goes into foreclosure then someone will get it for probably {$75000.00} and we both lose. Id like to work with my mortgage company directly but SPS ( Select Portfolio Servicing ) will not allow me to. I dont understand why a mortgage servicing company has the right to tell you that you cant talk to your mortgage company.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-05-14

VA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: My wife and I have been seeking a loan modification with Select Portfolio Servicing ( SPS ) for over a year now and we recently filed CFPB complaints highlighting what we believe to be discriminatory and fraudulent business practices. Although we recently received a letter from SPS stating that the scheduled foreclosure date of our home ( XX/XX/2019 ) has been cancelled, as of XX/XX/2019, SPS 's attorney XXXX XXXX XXXX, XXXX still has our home listed on their website to be foreclosed upon on XX/XX/2019. Please reference SPS Foreclosure Cancellation Notice dated XX/XX/2019, attached. Thank you. XXXX XXXX XXXX XXXX. Customer Names : XXXX XXXX XXXX XXXX XXXX XXXX XXXX Account Number : XXXX File Numbers : XXXX XXXX XXXX XXXX Property Address : XXXX XXXX XXXX XXXX. XXXX, VA XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-05-14

Oaklevel, VA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: XX/XX/XXXX SPS sent the Repayment plan to me with a XX/XX/2019 1st payment due day XX/XX/XXXX I made the 1st payment through XXXX XXXX, as they instructed XX/XX/XXXX I received the letter saying Repayment program was withdrawn because 1st payment was not received XX/XX/XXXX I sent an appeal to the withdraw and NOE SPS tells me they do not an answer to my appeal and are continuing with the foreclosure sale, which is dual-tracking They explained they will have answer on XX/XX/XXXX, which the Saturday before the sale. The sale is to take place on XX/XX/XXXX, that will lessen my legal opportunities once they reach a decision to my appeal,
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-05-14

Millcreek, UT

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

2019-05-13

Palos Park, IL

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: This complaint is about Select Portfolio Servicing Inc. XXXX XXXX XXXX XXXX XXXX XXXX, UT XXXX XXXX Account Number XXXX Property Address XXXX XXXX XXXX XXXX XXXX XXXX IL XXXX XXXX XXXX : XXXX XXXX XXXX I worked with my existing bank ( XXXX XXXX ) to refinance my primary mortgage as a HARP refi in late XXXX. In order to close this loan, we needed documents from my secondary mortgage company Select Portfolio Services ( SPS ) in order to close the HARP refi. I started requesting these documents from SPS in XX/XX/XXXX. Today is XX/XX/XXXX and I still do not have the needed paperwork from SPS. >>> I AM IN DANGER NOW OF LOSING MY HARP REFI COMPLETELY, all due to SPS incompetence and internal processes. I can not afford for this to happen and need your help. In working with my XXXX Loan Agent and the Title company, they have NEVER seen this level of inability to satisfy a simple request. SPS has requested the same paperwork multiple times. Their ability to provide status is horrible. Every time I call I get a difference person and have to start over. I have escalated to managers with the same results. I escalated to the Ombudsman area. Same results. We need a simple subordination agreement, which should have been simple since neither my primary nor secondary mortgage company is changing. The holdup is all at SPS. >>> They are holding my refi hostage. Every time they requested something from me or my title/mortgage companies, I have turned it around within 24 hours. Everything with SPS takes many weeks. They had requested special legal wording to describe their company be included by the title company on the request letter. They would not send it electronically and required us to write it down as they dictated it over the phone verbally. Then they would submit their paperwork using the old verbiage and then only catch it once it had gone through weeks of processing. Then they would tell us it was wrong and In order to give me the subordination letter, they discovered after months that they ( SPS ) never filed an assignment of mortgage when they took over my 2nd mortgage loan. They are saying that this is blocking them from providing the needed docs for my refi. About a week ago, they said that they had filed with XXXX County in Illinois ( where I am located ) and even gave us a file number. When we checked on it the county said they did not have it. When I checked back with SPS, they admitted that they hadnt filed it, and that they number they gave me was some sort of old filing. Again I asked for a date and they said they couldnt give me one. SPS also uses an encrypted email systems that will often not let me see what they are writing forcing me to call them to get any status and I have. When I call, they try to brush me off without checking on things very well, and then if I keep them on they phone, they suddenly find that an update just came in and I get little more info. On Friday I asked to speak with the manager over the Ombudsman area as I was not making any progress and they took my number and I did not get a return call. Over the months I have asked multiple times to speak with an executive, and have been told that executives never speak with the public. I apparently am out of escalation levels and need your help. MY LOAN AGENT HAS TOLD ME THAT IF I DONT CLOSE BY THE END OF XXXX THEY ARE DROPPING ME AND CLOSING MY APPLICATION. I NEED IMMEDIATE HELP.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-05-13

Leominster, MA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

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

Timely Response

2019-05-13

Oxford, GA

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: I Thank you for the educational information you have sent to me, after my inquiry. I have received from XXXX XXXX two different balances that you are trustee, Which is confusing. would you please verify which amount that XXXX XXXX XXXX sold to you that you monetized and sold to public, I will sent the two different documentation as attachment. There is element of fraud with my mortgage balance. so, it imperative to save guide the public from defective instrument to be sold.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-05-13

Brentwood, TN

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: We have tried numerous times to acquire assistance from SPS and they continue to inform us theres no options that can assist us. Before we became this far behind, their letter indicated we can contact our loan representative to discuss deferment. We contacted our representative and discussed and submitted all the documents requested. Within 30 days the response was due to the account is past due four months we are unable to defer past due payment. However, when we initiated contacted with our loan representative we were only three payments behind. The SPS letter stated three payments or less can be deferred. We need emergency assistance since they have turned our account over for legal action. Our account was with XXXX and they sold it to SPS latter part of XXXX which they are a collection company without notifying us. We didnt fall behind on our mortgage until XXXX and that was due to a list of one income. We prayers is to keep our home. Thank you for your assistance. Sincerely,
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-05-11

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

Timely Response

2019-05-11

Bowie, MD

Trouble during payment process

Mortgage: Conventional home mortgage

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

Untimely Response

2019-05-10

Houston, TX

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

2019-05-10

Dallas, GA

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

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

Timely Response

2019-05-10

Elk Grove, CA

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

2019-05-10

Cucamonga, 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

2019-05-10

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

2019-05-10

Atlanta Naval Air Station, 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

2019-05-10

Chicago, IL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XX/XX/XXXX year my loan was transferred to Sps for servicing of my loan from XXXX and I had just completed a modification and my taxes and insurance was suppose to be paid by the servicer. I received a letter from the County that my taxes have not been paid and I would loose my property XX/XX/XXXX. I contacted Sps and filed a complaint regarding this issue and was told that the taxes would be paid on my behalf after speaking with XXXX XXXX at XXXX XXXX XXXX. I receive a letter today attached that my escrow was removed without my permission and SPS failed to pay those taxes which is why I have lost my property and I have documentation that Respa violations have been violated and no enforcement action has taken place. I now have to file a lawsuit hire and attorney to sue for violation of my rights if those taxes have not been paid.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-05-10

FL

False statements or representation

Debt collection: Mortgage debt

Attempted to collect wrong amount
Complaint: To Servicing Bank : SELECT PORFOLIO SERVICING XXXX XXXX XXXX XXXX XXXX XXXX XXXX, UT XXXX cc : Consumer Protection Bureau Ref. : Select Portfolio Servicing Acc # XXXX XXXX XXXX Loan MIN # XXXX Property : XXXX XXXX XXXX XXXX, XXXX Fl XXXX RELEASE ACCOUNT STATEMENT This is a " qualified written request '' under Section 6 of the Real Estate Settlement Procedures Act ( RESPA ). I am writing because : I has been requesting a complete copy of the Financial Statement of account # XXXX under SPS servicing from 2012 to present. But SPS has refused to disclosed it. Pursuant Section 6, The Real Estate Settlement Procedures Act ( RESPA ) Select Portfolio as the servicing bank handling this account, is required to disclose and release the above-referenced and inquired documents. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Fl XXXX ( XXXX ) XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-05-10

Traver, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I purchased this home in XXXX for XXXX from XXXX XXXX XXXX who went out of business and the loan was transferred to XXXX, who also went out business and the loan was transferred to XXXX XXXX. I said I made a loan on the home in XXXX and said the balance was {$280000.00} with a deferred payment of {$180000.00}. I never missed a payment with XXXX. In XXXX of XXXX, a XXXX representative offered me a Recast on the loan and instructed me to make the first payment XX/XX/XXXX. In XX/XX/XXXX, XXXX transferred the loan to SPS, which applied my first payment to XX/XX/XXXX. Every since then they have harassed me monthly with letters saying my loan is behind in payments. They asked me to send information on a Loan holder named XXXX XXXX. In XXXX XXXX paid state taxes for a XXXX XXXX. I checked on XXXX and it showed that the home was sold in XXXX for {$18000.00}. I am a 100 % XXXX XXXX Veteran with XXXX, physical programs. I can not afford an attorney, but need help. Please XXXX, help me through this difficult time.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response