Consumer complaint received 2023-04-02
Company: SELECT PORTFOLIO SERVICING, INC.
State: AL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My mortgage loan was transferred to Select Portfolio Servicing from XXXX Mortgage on XX/XX/XXXX. 

I was approved for XXXX via Mortgage Assistance Alabama on XX/XX/XXXX. XXXX XXXX XXXX ( XXXX ) has paid XXXX Mortgage : {$4900.00} Processed on XXXX ; {$1000.00} Processed on XXXX ; {$1000.00} Processed on XXXX ; {$1000.00} Processed on XXXX On XX/XX/XXXX an individual was sent to my home on behalf of SPS to tape a letter to my front door and take photos of the property. We have security cameras and the man that was sent on behalf of SPS to tape the letter to my door, walked up to our front doors more than once. At that time I had not received an official letter with my new loan number from SPS. I called the number on the letter that day and the man from SPS was asking about XX/XX/XXXX payments I was confused about how or why SPS is inquiring about XX/XX/XXXX payments, when the official loan transfer happened in XX/XX/XXXX and why it started out with trespassing with a letter being taped to my door and communication should be done through the mail. I have a family, one of my children is XXXX and has high anxiety, and it is startling and feels like privacy is being intruded upon when anyone, especially an unknown person is walking up to your front door multiple times, taping a letter to the door, hanging out in front of the house in his vehicle, and then in front of the neighbors home, and taking multiple pictures. I told the SPS agent that day on XX/XX/XXXX that I am aware of mortgage laws regarding mortgage transfers and that I have an XXXX ' amount of days regarding payments, late fees, penalties, etc and it felt aggressive and unnecessary to send someone to our front door in such a manner and especially at that time I haven't received the new official loan number or any other relevant documents. I told the SPS agent that I should not be in arrears regarding my mortgage loan that I have been approved for XXXX  through Mortgage Assistance Alabama and that payments were made to XXXX in XX/XX/XXXX. The SPS agent stated that they have had the loan since XX/XX/XXXX and it may take a few days to receive updated documents. Starting on XX/XX/XXXX up until XX/XX/XXXX I received almost a dozen letters from Select Portfolio Servicing ; I forwarded all the information to Mortgage Assistance Alabama. 

XXXX I sent an email to SPS Relationship Manager, XXXX XXXX relating the information above and included this information as well : I signed a third-party authorization form with XXXX XXXX XXXX for Mortgage XXXX Name : Select Portfolio, INC. Account number XXXX XXXX XXXX Counseling Agency : XXXX XXXX XXXX, Agency Contact Name and Phone Number : XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX, State XXXX  Contact Name and Phone Number : XXXX XXXX XXXX According to the third-party authorization form that I have signed, the HUD-approved housing XXXX, XXXX representative or other authorized third-party will work directly with my lender/mortgage servicer ( Select Portfolio Servicing, INC ). I requested for SPS to give Mortgage Assistance Alabama a call at XXXX to get this sorted out, the documents needed, and streamlined as quickly as possible. I would greatly appreciate it as would my family- I received no response regarding that letter to SPS XXXX 

XX/XX/XXXX I contacted SPS via phone and spoke with XXXX. I needed assistance logging into my SPS account for the first time. XXXX asked if I wanted the information on my state 's mortgage assistance program- I declined and reminded SPS that I have already applied and been approved for XXXX  via XXXX XXXX XXXX when my loan was serviced through XXXX Mortgage. XXXX with SPS stated that payments take time to process. My account is being reviewed for a trial modification, I stated that I did not request a trial modification and that I would not request a trial modification when my payments are current due to XXXX  via XXXX XXXX XXXX XXXXXXXX stated that SPS did not make the trial modification it was done by XXXX Mortgage and XXXX Mortgage is the one who forwarded SPS the trial modification information when the mortgage was transferred to them- I told XXXX with SPS I did not request a trial modification at all through XXXX Mortgage at any point. I explained to XXXX, SPS, that I spoke with a representative at Mortgage Assistance Alabama ( XXXX ) today ( XX/XX/XXXX ) and XXXX confirmed that XXXX Mortgage received two payments from Mortgage Assistance Alabama in XX/XX/XXXX in the amount of {$4900.00} and in XX/XX/XXXX in the amount of {$1000.00}. Before SPS became my mortgage servicer, XXXX mortgage confirmed with me via telephone and email that they have received documents & approval for XXXX payments via Mortgage Assitance Alabama. I requested the number to contact XXXX Mortgage from XXXX with SPS ; XXXX stated she didn't have one on file to give me. 

XX/XX/XXXX I contacted SPS again, I spoke with agent XXXX, XXXX  XXXX. After logging into my SPS online account for the first time I noticed property tax information has errors and incorrect information. XXXX XXXX XXXX was listed and two semiannual payments in the amount of {$990.00} were due XX/XX/XXXX and XX/XX/XXXX ; I told XXXX SPS XXXX that I live in XXXX XXXX XXXX and property taxes are paid once yearly in the amount of one payment of {$990.00} usually paid around the end of the year XXXX. XXXX SPS requested I send my XXXX XXXX Property tax statement and information, which I did and it still has not been corrected to date. XXXX SPS stated that a trial modification is showing on my account, I voiced concerns with that as I did not request nor agree to a trial modification at any time with XXXX Mortgage, and I wasn't aware of any trial modifications until the SPS agent, XXXX informed me earlier. XXXX SPS stated that SPS is looking into payments on XX/XX/XXXX, let SPS investigate and handle payment issues, that XXXX Mortgage is correct that XXXX Mortgage can't do anything, that I have XXXX cushion when accounts are transferred, Escorw is {$240.00} for XX/XX/XXXX times 5 is an estimate of {$1200.00} when payments are corrected that will offset the negative payments this year for XXXX XXXX and XXXX statements, and SPS will send in new request to me regarding payment amounts. 

I contacted Mortgage Assistance Alabama as I haven't heard any updates from SPS or XXXX Mortgage. 

XX/XX/XXXX I emailed SPS XXXX XXXX, XXXX. I forward XXXX the email I sent to my former SPS Relationship XXXX, XXXX XXXX on XX/XX/XXXX stating I haven't received any responses to my inquiries. Requesting XXXX to review all emails and information, that on that day XX/XX/XXXX SPS sent another individual to take photos of my home and handed my spouse a door hanger and he was also taking photos of her as well- my spouse requested he not do that and delete pictures he took of her. This is intrusive and private property, whoever SPS contracts for this type of work needs to be properly educated on these matters. This is twice this has happened and Ive already requested that any relevant documents regarding my home should be sent to my mailing addresses, not via unprofessional intrusive individuals taping or handing letters/door hanger notices. The home is occupied, the loan should be current, and multiple payments and funds should have been forwarded to SPS from our former mortgage servicer, XXXX mortgage, who received funds from XXXX ( Mortgage Assistance Alabama ) on my behalf. The property tax information and payments due are still incorrect and attached my XXXX XXXX XXXX tax billing information. 

XX/XX/XXXX emailed XXXX, SPS Relationship Manager, stating that I have received a message from Mortgage Assitance Alabama stating they're reaching out to Select Portfolio Servicing and requesting validation of the account has been submitted. That if SPS can validate my account with Mortgage Assistance Alabama as soon as possible our issues regarding my account and payment can be resolved more quickly. 

I received an online document dated XX/XX/XXXX titled 'Payment Research Notification ' stating, " In response to your request, we will conduct a thorough review of your mortgage payment history. This review may take up to sixty ( 60 ) days and may require that SPS obtain information from your prior mortgage servicers. '' XXXX SPS representative sent the same man from XX/XX/XXXX ( 14 business days ago, not counting holidays and weekends ) to take pictures of my property and home, handed me the same identical flyer to contact Select Portfolio Servicing, and stated my home is on the foreclosure list. I have received nothing from Select Portfolio Servicing stating my home is officially in foreclosure. 

I did not receive a monthly statement until XX/XX/XXXX for the month of XXXX. 

To date, not one single one of my account issues and errors have been resolved or corrected by SPS or XXXX Mortgage. SPS is stating that my mortgage account is in arrears in the amount of {$7200.00}, SPS is sending trial modification letters, incessantly sending a representative on their behalf to take an excessive amount of pictures of my home while trying to sneak and take unnecessary pictures of me and my family members while walking out to inquire on his business and politely accepting the door hanger flyer he is instructed to hang on our door handle, and stated on XX/XX/XXXX that our home is now on the foreclosure list. 

My SPS online account is giving errors and I am unable to download and attach the rest of the letters from SPS to my CFPB complaint. 

I will file a separate complaint against XXXX Mortgage.

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