Consumer complaint received 2024-01-15
Company: SELECT PORTFOLIO SERVICING, INC.
State: VA
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:
Follow up on Complaint # XXXX Need to speak to someone in person regarding my issue. When responding to my complaint through CFPB, SPS did not fully answer my concern. ***** Over the course of years, I have had one mortgage loan transfer to a numerous amount of servicers. 
These servicers have included XXXX, XXXX, XXXX, XXXX, SPS. The later being the current provider ( Servicer ) During the course of paying off this loan, I have had problems with each of the above mentioned companies and the issues with each, have snowballed into a mortgage loan where my six month arm interest rate was not calculated correctly, mortgage payments not being applied properly, with missing principle payments altogether. Extra principle payments not being applied to the balance early in this loans tenure, in addition to drive by fees being charged and a foreclosure notice being sent, when I had never missed a mortgage payment in my life. If a judge ever saw the disaster of the supposed mortgage payment history ledger, a jaw would drop. 

I have many notes of trying to contact XXXX, but before they fully addressed my concerns, the loan was sold and this company, I was told went out of business. The loan servicing next passed to XXXX, D/B/A XXXX XXXX. Many phone calls where placed to this company and their executive team, but I was constantly pushed off and my calls were not answered. I have emails/ phone records to back up all my claims. When I finally did reach XXXX XXXX, the loan had transferred and it was communicated in so many words, that not our problem anymore, the loan has been sold I have been struggling with my current servicer to gain information on this mortgage loan due to an inaccurate loan balance. This particular loan servicer will not return any of my calls, after setting up phone appointments with their Ombudsman office. They simply will not call me back. The loan histories of payments and balances is extremely hard to decipher, with the balance going up XXXX XXXX in one instance ( in just one month period ) then down, with four ( 4 ) months of missing payments and the loan balance amount being close to the prior balance of preceding four months. What happened to my payments being made during all these months and the proper application of the principle being applied? 

I have dutifully asked SPS repeatedly for the mortgage history on the XXXX loan, but was told that they could not provide the data. A servicer should be able to provide this very important information to a consumer, as this is Federal law. I had made additional principle payments towards this mortgage back then, that are missing and unaccounted for. 

I have been trying to get all issues resolved with the current servicer and I had started the process last XX/XX/XXXX. Many Notices of Error have been sent to this current lender, to no avail, as with the other companies mentioned above. SPS is refusing to speak to me on the phone regarding the above mentioned discrepancies. 

This current mortgage servicer has a role to play in the violation of multiple Federal consumer financial laws, and have engaged in unfair and deceptive acts and practices in violation of the Consumer Financial Protection Act of 2010, and have violated the Real Estate Settlement Procedures Act ( RESPA ), plus the Homeowners Protection Act of 1998 ( HPA ).

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