Consumer complaint received 2023-09-01
Company: SELECT PORTFOLIO SERVICING, INC.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process
Sub-issue: Trying to communicate with the company to fix an issue while managing or servicing your loan

Complaint:
I am now a senior citizen who has never had issues with multiple properties and mortgages being paid on time and serviced properly. This whole issue began when XXXX XXXX sold/ transferred my mortgage to SPS Servicing in XX/XX/XXXX. 

Current Status : SPS via an intermediary named XXXX XXXX, has sent notice of my mortgage being in Pre-Foreclosure.

Action : This process must be halted by SPS, so they and I can resolve issues I first reported on XX/XX/XXXX and am continuing to report today. 

SPS responded to my initial complaint on XX/XX/XXXX. They addressed one issue out of four reported - correcting a ~10 month delay in moving escrow funds into current payment which was promised in XX/XX/XXXX. Other issues inadequately addressed are : 1. YTD interest removal for my lost opportunity to pay off the loan requested in XXXX. 
2. Removal of late fees over {$2000.00} accrued by the previous mortgage holder 3. Poor to no viable communication with a customer service Since then, these have been new issues I've encountered : 1. As of XX/XX/XXXX SPS.s online site stopped accepting my monthly payments unless I paid the challenged late fees, and other unclear fees. 
2. SPS then sent threaten to foreclosure letters on XX/XX/XXXX and XX/XX/XXXX. The first was within 15 days of their finally correcting {$24000.00} misplaced payment issue. 
3. As of XX/XX/XXXX, SPS started removing access to most of my account info on their online portal. I could not make payments, see my dashboard, communicate.

4. At the same time, SPS received and returned 1-2 monthly payments I made through my personal banking billpay system, citing insufficient funds to cover fees due. 
5. In XX/XX/XXXX, SPS mailed a bogus letter claiming I requested they remove my customer support contact and service. I made no such request. This effectively cut me off from any communication to resolve the above issues. 
6. Early in XXXX, through an intermediary named XXXX XXXX out of XXXX XXXX, SPS started sending legal notices of pending foreclosure actions. 
7. On XX/XX/XXXX, SPS sent a letter stating they are ready to help resolve issues. They only provided a generic number, without a named customer service person as had been their standard operating procedure until XX/XX/XXXX. 
8. In XX/XX/XXXX, SPS via XXXX XXXX, sent legal notice of a my account being assigned for Foreclosure, naming XXXX as the foreclosure processor. 
9. Also in XX/XX/XXXX, SPS raised my current monthly interest rate from 4.375 % to 6.375 % without any prior written notice of that rise.

10. In early XX/XX/XXXX, XXXX XXXX sent legal notice of a projected sale date of XX/XX/XXXX. In that correspondence, they offered a bogus {$950000.00} new loan that is almost 75 % larger than my current outstanding debt. 
11. in late XX/XX/XXXX, XXXX XXXX sent another legal notice of a projected sale date of XX/XX/XXXX. Again offering the {$950000.00} new loan which is tantamount to blackmail.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation