SELECT PORTFOLIO SERVICING, INC

2018-09-24

Fort Pierce, FL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I had been requesting a Loan Modification from my lender SPS. I have a very legit hardship to have requested this. I never had a modification in the past ever. This would had been my first one. SPS gave me a approval for a modification and when I was informed about the approval I had been just release from the hospital and I have been in and out of the hospital for some time now, thus the reason im requesting a modification. Once I spoke with SPS about my approval my payments were some what more affordable for me but since I had just been release from the hospital and being heavily medicated with drugs, I really was not on the mind to speak to anyone to have made any decision on my home. SPS told me if I font take this approval then I need to SHORT SALE my property, well I was not even able to comprehend the approval and understand this and nor was I explained the process of what a SHORT SALE IS, until I requested XXXX XXXX to help me in this process, and they explained to me what a short sale is and I would loose my property. I was very shocked o have known what this was and my lender telling me that, " if you don't take this approval you need to short sale your property ''. Before I found out what anything meant I told SPS to go through the short sale process not clearly understanding what it really was - then when XXXX XXXX wanted to help me they said no you don't need to do a short sale on your property we will get you the approval terms back. SO SPS refused to let me take the APPROVAL they gave to me, knowing that my hardship was clearly all medical issue of going in and out of the hospital. For my lender to have treated me so inconsiderate for my medical issue is not the way any lender should be to a homeowner. I want to keep my home and stay there and enjoy the rest of my life there.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-09-21

Vista Lago, PR

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

2018-09-21

Laurel, MD

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

2018-09-21

South Florida, FL

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

2018-09-21

Harvey, LA

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

2018-09-21

Catalina, AZ

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

2018-09-21

MA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: We need assistance with this short sale. We sent in the offer for the short sale on XX/XX/2018. The Buyer is a cash buyer who offered {$80000.00}. Please see the timeline below on the chain of events : XX/XX/2018 - Called SPS and spoke to XXXX. I was told that there was an exterior XXXX that was done ( a drive by ) and that according to the Investor, only a drive-by, exterior XXXX would only be done and they do not want to order an interior XXXX. I had the issue escalated to ask the Investor if we could get a variance on the exterior XXXX and request an interior XXXX. ( Because of this information, we started working on a value dispute that thoroughly presented all issues that the property has that severely affect it's overall value and that would not be captured and acknowledged in a regular drive-by XXXX which only looks at the property at a comparable value ) XX/XX/2018 - Called XXXX and spoke to XXXX at the XXXX office. XXXX understood the issue in regards to exterior vs. interior XXXX and informed me that there was no update on my escalation request from XX/XX/XXXX, and to check back in the next several days. It took awhile to get the Value Dispute since the Agent had to take pictures, write a cover letter as well having a Contractor come out to the property and write up an estimate repair bid. We sent in this value dispute on XX/XX/XXXX. XX/XX/2018 - Called XXXX and spoke to XXXX. He stated that he was able to open a query and request an interior XXXX to be done. He told me to call back in 48 hours to make sure that the Interior XXXX was indeed ordered. XX/XX/2018 - Called XXXX and spoke to XXXX again. He stated that the Interior XXXX Request was approved. The Agent should be receiving a phonecall from a XXXX Agent. I immediately informed XXXX, the listing agent, that he should be getting a phonecall soon. XX/XX/2018 - Called XXXX and spoke to XXXX. XXXX nor I had gotten a phonecall at this point from a XXXX Agent trying to gain access to the property. She confirmed that the value was ordered on XX/XX/18 but did not see any notes on who the XXXX Agent was. I requested this information so we could just call the XXXX Agent directly instead of waiting around. XX/XX/2018 - Called XXXX and spoke to XXXX. She stated that the XXXX Agent 's contact info was still not available and that she could escalate this issue. I was told to call back in 48 hours. XX/XX/2018 - Called XXXX and spoke to XXXX. She was finally able to give me the XXXX Agent 's name and email address. I immediately called the XXXX Agent and left a message and sent him an email urging him to call us back ASAP because per XXXX, he needed to get the Interior XXXX done so we can move forward with the short sale. He contacted me back and stated that XXXX gave him a phone number that was neither mine 's nor XXXX 's number ( the listing agent ). I told him to contact XXXX immediately to get an interior XXXX scheduled. I emailed the XXXX Agent and cc 'd XXXX stating that we were finally able to connect and if both of them could update me on when the Interior XXXX would be scheduled. On XX/XX/2018 ; I got an email from XXXX stating that although he and the XXXX Agent had scheduled a time to do the interior XXXX, The XXXX Agent received a " cancellation '' on the Interior valuation report. I immediately called XXXX and spoke to XXXX. I was then told that although they never approved the Interior XXXX and that the file had been declined out of the short sale review as of XX/XX/2018. This was the complete opposite of what I had been repeatedly told by multiple XXXX reps for an entire month. I re-escalated the file and asked her Supervisor to call me ASAP. I never received a phonecall from any XXXX XXXX. On XX/XX/2018 I emailed all our contacts we know from XXXX in regards to the issues on the file and that we needed assistance immediately. We also put in the first CFPB complaint on XX/XX/XXXX. I called several executives and left voicemails : XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX and XXXX XXXX. After no response whatsoever, I called XXXX again on XX/XX/XXXX and spoke to XXXX. She stated there was no update on my escalation ( to re-request a variance ) and to call back. I called again on XX/XX/2018 and spoke to XXXX. He admitted that the interior valuation request came from him and that he inputted the wrong number on the system for the XXXX Agent to refer to when it was time to call the Valuation contact. He put in a 2nd order to get the Interior Valuation done. I called XXXX again on XX/XX/XXXX and spoke to XXXX. He stated that there was no update in regards to the Interior Value request and to call back. I called XXXX again on XX/XX/XXXX and spoke to XXXX again. No update XXXX XX/XX/XXXX, we received a letter from XXXX stating that the Interior Valuation was being denied and that they had to proceed with the incomplete, drive-by value of $ XXXX. This will be the 2nd CFPB complaint about the same thing. Please advise that the house not only has foundational problems, water damage inside and outside the house as well as roof damage, but environment ones as well like proper disposal of toxic contaminants from used automobiles surrounding the house and used auto parts in the garage and mold in the basement. I am not even sure if the Underwriters read the entirety of this Value Dispute because these are serious issues that are on these properties. We are not talking about aesthetic repairs. I am re-attaching the value dispute once again. Please call me ASAP to discuss. We want to move forward with the Short Sale but we need to get an Interior Valuation ordered.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-09-21

Eagan, MN

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

2018-09-20

Springfield, VA

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

2018-09-20

San Jacinto, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I have been trying since XX/XX/XXXX to have my lender acknowledge that I have made my modification payment and to receive the XXXX that I am entitled to for the year XX/XX/XXXX. I was told that I was not credited for the payment becuase the payment was returned which is not true, the payment in question forXX/XX/XXXX was the first modification payment which was due in certified funds. Whether the servicer was keeping the payment in suspense or not is unknown because the payment history they sent clearly shows there were payments received and not returned for XX/XX/XXXX and XX/XX/XXXX. Yet the correspondence received shows a XX/XX/XXXX payment which was returned which was correct as I stopped payment when a forced placed insurance policy was added to my account which was also illegal as I had homeowners insurance and provided several times to the Servicer. Under IRS tax code I must receive a XXXX in the year the interest payment was made, It took 120 days from my initial inquiry for a response and during that time my mortgage was refered for foreclosure .I contacted the servicer in XX/XX/XXXX as I was in a trial modification and I wanted any payments made credited that had not been credited toward the modification that started on XX/XX/XXXX. If there was a reason that they could not be then it should not take 120 days to notify me and I still don't have an adequate answer as the letter I received conflicts with the payment history they sent me. Not only was I in an appeal period during the the referral to foreclosure, I notified the Trustee and the Servicer that they could not schedule an illegal foreclosure sale as it is against California State Law to use a Notice of default that is more than 365 days old without a sale date, however no one at the Servicer or Trustee will respond to my inquiries. My main concern is I did not get credit for the payment and SPS is using this a reason to foreclose and not extend a permanant modification. Had they responded in the timeline required for a Qualified Written Request this referral for foreclosure could have been avoided. In addition they sent me a letter to send a payment in, I did so within the requested time frame and they sent me a letter saying they were sending my payment back with the letter and they did not send the payment back that I had made. SPS does not respond to inquiries in a timely manner, they have left me in limbo several times without the consideration of responding to my concerns. It seems that it is common sense that a person in a modification does not have lots of extra money to not care if they receive a XXXX or have payments not credited. The relationship manger assigned to me has not returned a single phone call and then after they filed a Notice of Sale the Relationship manger was changed and that person has not responded to any inquiries. I want an adequate response and I need to an answer as to why my modification was withdrawn but the payments were not credited or returned from either of the 2 trail modifications. I want the modification but I want to be credited accurately and I want the foreclosure proceeding to be halted as it is illegal just based on California Law.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-09-20

SC

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: After several years of applying my monthly mortgage over-payment directly to the pri? nciple balance, my statement this month from Select Portfolio Services , Inc. says they are placing extra money in an " unapplied '' or Partial Payment column. The footnotes suggest when the amount equals a full monthly payment, it will be credited to my mortgage balance. First of all, I never asked Select Portfolio Services , Inc. to save money for me. If I am not the only victim here, how much free money is SPS accumulating for their benefit and the detriment of everyone wanting to chip away at that principle mortgage balance? Do they have some lofty goal for the use of all these surplus funds or are they just trying to discourage paying off mortgages before maturity? As a mortgage loan " Servicer '', are they not already accepting a fee for handling my account? Could the fact that I was forced into Bankruptcy to protect my house ( which means they won't communicate directly with me ) make me vulnerable to a mortgage loan servicer or whomever they represent? Is this designed to pressure me to do even more? I have never missed a payment, always paying more, never paid a late fee. Select Portfolio Services , Inc. threatens the very notion that you can retire that mortgage early!
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-09-20

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

2018-09-20

Tibbs, MS

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

2018-09-20

Seneca, SC

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: n XXXX, I went through a divorce and I tried to stay in my house with my kids but found I couldn't afford it. I have since moved out and was willing to let it go into foreclosure and then I had a conversation with Select Portfolio Servicing ( SPS ) about the possibility of a short sale. SPS is servicing the mortgage for the investor but no one can tell me who exactly the investor is or how to get in touch with them. I have had several offers and they keep getting denied by the investor. I owe {$100000.00} on the house. The house needs some work and there is a cash offer of {$85000.00} waiting now that they keep denying but SPS tells me there is no way for me to get in touch with the investor who makes the decision. I don't see how this is even a possibility. If someone is making a decision that affects my life, I should be able to contact them in some way. Also, the mortgage company tried to file a claim on my homeowner 's insurance saying there was vandalism and that is not true. The realtor that SPS put me in contact with even said that he has pictures he took of the house from XX/XX/XXXX when he first listed it and nothing has changed. His words were " it is still in the same state of disrepair ''. I believe whoever tried to file that claim was trying to get my insurance company to do the repairs needed on the house by stating it was vandalized. It was not vandalized and I have since dropped the insurance on the house because I can't legally stop the mortgage company from filing a claim because they have an insurable interest in the house. I am not sure what to do and why the investor keeps denying a short sale but I can not find a way to get in contact with the investor. I keep getting the run around. The final court date for the foreclosure is set for XX/XX/XXXX and I don't understand why they would rather foreclose on it than take the cash being offered.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-09-19

NY

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: SPS Servicing ( Select Portfolio Servicing, Inc. XXXX. XXXX XXXX XXXX XXXX XXXX, UT XXXX ) on behalf of Delaware trust ( ) took over the servicing of my Mortgage as of XX/XX/2018 from XXXX XXXX XXXX. Mortgage payments of {$1400.00} ( with additional principal ) are set up as recurring removals ( automatic drafts ) from my checking account. On XX/XX/2018, SPS removed the full mortgage payment and additional principal from my checking account and applied it to the mortgage for my property. On XX/XX/2018 I received a statement that my mortgage was not paid and a late fee was charged and that I owed 2 months mortgage payments. I also noted that my FICO score dropped 18 points when I received this notifications. I call SPSP customer service ( XXXX ) and he informed me to ignore it. I wrote XXXX letters to SPS regarding this issues and I receive 3 letters stating that SPS was sorry that I was having difficulty paying my mortgage on time. On XX/XX/2018, SPS removed the next required mortgage payment from my checking account My mortgage was never late, not any paym, ments delinquents since dealing with this Servicer, yet SPS is sending letters implying that my mortgage is not being paid and letters which imply I am not able to pay my mortgage, questioning my credit worthiness. SPS Servicing is also a debt collection agency. I believe this company is trying to establish a false debt delinquency to initiate foreclosure on my property be it intentional or through a computer glitch similar to the XXXX XXXX glitch that lets to thousands losing their homes to foreclosure. I have written three letters to SPS Servicing asking why I received a late notice of non payment of mortgage but SPS has not provided me with an answer. I have concerns that this Mortgage servicer will also documenting false credit delinquency information about me and also making false reports to the credit report agencies.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-09-19

Leominster, MA

False statements or representation

Debt collection: Mortgage debt

Told you not to respond to a lawsuit they filed against you
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-09-19

Springfield, NJ

Incorrect information on your report

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

Account information incorrect
Complaint: select portfolio servicing mortgage has reported to the credit bureaus that my mortgage has been flagged as modified under a non federal government plan. i am not aware of this, i have received nothing pertaining to this select portfolio services and it has negatively effected my credit score i want this removed
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Untimely Response

2018-09-19

Herndon, 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

2018-09-19

Wallington, NJ

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

2018-09-19

Hempstead, NY

Written notification about debt

Debt collection: I do not know

Didn't receive enough information to verify debt
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-09-19

Tacoma, WA

Struggling to pay 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

Timely Response

2018-09-19

Miami, FL

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

2018-09-19

Groveville, NJ

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

2018-09-18

Warrenton, 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

2018-09-18

Discovery Bay, 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