Consumer complaint received 2020-06-02
Company: SELECT PORTFOLIO SERVICING, INC.
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
On XX/XX/XXXX Called Select Portfolio servicing ( mortgage Processor ) to ask for assistantance in missing XXXX, XXXX and XXXX house payment. I was accepted for those payments to be missed. 
On XX/XX/XXXX received letter dated XX/XX/XXXX which stated I was approved for temporary forbearance plan. This plan had a {$14000.00} balloon payment attached to it. 
On XX/XX/XXXX I called SPS and spoke to XXXX and told him I have no income due to covid 19 he asked me some questions and than said he could send out a assistance review package for me to start filling out. He said I will send this to your inbox on your account and my mail also and told me what information they would need. Before I could say anything he said thank you have a nice day and hung up. 
On XX/XX/XXXX I sent a email to XXXX XXXX requesting her to call be for clarification on Balloon Payment she called me the next day. In this email I stated that the would not work and was upset that if I paid back the 3 month plus the XXXX current month it would only be {$10000.00} and the balloon payment was {$14000.00} which is {$3600.00} more than owed and if I did not have income to pay the 3 payments why would I have {$14000.00} on the 4th month she informed me that they would have some programs at the end of XXXX and possible that one worked if approved for it. I stated I was not willing to take that chance and have you foreclose on my house like the banks did in XXXX. I would have to borrow from family sell stuff but I would make my payments. 
On XX/XX/XXXX I sent another email to XXXX XXXX telling her I still have not received the assistance review applications requested on XX/XX/XXXX in my inbox on SPS or by mail, and due to this on XX/XX/XXXX I will be opt out of the Forbearance Program and want to see what my options will be with the assistance review applications. 
I also requested loan information on the original loan doc 's from XXXX XXXX. I received an letter stating they will have all my requests within 30 days and as of XX/XX/XXXX. I have not received these loan doc 's. 
On XX/XX/XXXX I did not receive confirmation on opting out of Forbearance program requested on XX/XX/XXXX, so I called and spoke to XXXX and she cancelled the program and told me I would receive a letter in the mail of the cancellation. I received a letter on XX/XX/XXXX written XX/XX/XXXX stating has reviewed request for workout assistance and they are unable to approve assistance for special FS to Resolution. I have no idea what this is but assume it is the opting out of Forbearance Program because it states we determined that we are unable to assist you in this proposed arrangement because you requested that we not consider you for this option. 
On XX/XX/XXXX I received a letter written on XX/XX/XXXX now about Loss Mitigation I never have missed a payment and as of XX/XX/XXXX owe them nothing. Loss mitigation is a process used by mortgage lenders to work with buyers who are delinquent on their home loans. I owe them nothing I made my payments all on time and within the dates they require the payment. The letter states within 30 days of balloon payment they will contact me even though I cancelled by email and by phone call. 
I turned the page over and than it states on XX/XX/XXXX you called and cancelled the forbearance Plan and therefore the offer was considered withdrawn. So in this one letter it states I am in Loss mitigation to within 30 days I need to come up with a balloon payment or talk to me about my situation at that time, than in the same letter it states I have cancelled the program. It is all so confusing and misleading information.

I had to give the information above to get to the complaint. 
I am a XXXX XXXX person for the last 20yrs who lost all her income on XX/XX/XXXX by having to shut down my business. I applied for SBA loans under the care act and on XX/XX/XXXX Select Portfolio Serving made remarks to XXXX, XXXX, and XXXX stating " Consumer Disputes Account '' This brought my credit score down 52-54 points taking my score from good to fair and will effect any loan I start of credit cards I may have if they decide to check health of my report and now lower my credit limits, raise interest rates or deny me my SBA loan all together which will be devastating to my family and business when this country is hurting and people can not work. I HAVE NEVER DISPUTED THIS ACCOUNT. 
On XX/XX/XXXX I called SPS to ask why they put this on my report they informed me that the only remarks they see reported is current no remarks. I than called XXXX  and they said yes they put that on the remarks and if you want it removed we can do that for you now so I had it removed. 
On XX/XX/XXXX I called SPS again because I wanted to see if my score went back up on only XXXX and it did so I waited to call XXXX and called SPS to ask them why they put the remarks on my report and again they argued with me and said they do not see those remarks only Current no remarks. I said look you lowed by score by 52 points and are causing me damages when I am in the middle of a loan. He than referred to past emails and communication and said you made a dispute with your email on XX/XX/XXXX. I said I did no such thing I request information and a assistance loan package and cancelled forbearance. He stated to me that he was going to educate me and that to the banking industry a request is the same as a dispute, well that did not go over to well and I told him a dispute is a disagreement of something or a document, and a request is asking for something to be done or I need original loan docs. 
I asked to speak to a supervisor at that point this was XXXX ext XXXX. He was not much better so I asked him in detail so on XX/XX/XXXX do you see remarks put on my credit report that states " Customer disputes account '' he would not say only your account states current no remarks. I let him know that SPS brought down my score by 52-54 points and he said he found that hard to believe. I told him I spoke to XXXX   and they confirmed that is what affected by score in XXXX. I told him I needed him to take it off my report and he said he was not going to do that if I had an issue I needed to call the credit 3 and have it removed myself. 
On XX/XX/XXXX my score on XXXX dropped 52 points on XX/XX/XXXX I called and it was removed on XX/XX/XXXX my score went back up and stated removed remarks from select portfolio. XXXX also sent me a detailed report, But my XXXX score did not because I did not call them so I could see if this is what caused me damages. 
On XX/XX/XXXX my score on XXXX went down 54 points so after XXXX went back up I called XXXX on XX/XX/XXXX and removed the same remarks and on XX/XX/XXXX my credit score with them went up 55 points. 
On XX/XX/XXXX I had to call again and I spoke to XXXX and he was helpful and gave me requested information because I wanted to make sure the forbearance plan was cancelled and than I asked him to see remarks on my account and he said he did not see " customer disputes account '' only that account current no remarks. I than told him what had happened and he said if you have information we can start an investigation and see what can be done. I sent him the XXXX XXXX pages with the remarks and the score decrease and the report from XXXX. 
The issue I have is they say they never entered the information on my credit reports but they did. They could cause me from securing my SBA care act covid 19 loans and cause and effect of current credit card lowing available credit and increasing my interest rates. They have used loss mitigation in a letter and I am not late or owe them any payments, also very confusing letters and not sending requested documents that were requested on XX/XX/XXXX and XX/XX/XXXX. 
How can you mess with peoples credit scores and have no answers for it and than make the consumer call all the credit bureaus to remove something they say they never did but evidence clearly shows Select Portfolio servicing actually did and it affected a credit score by 52-54 points and possible damages to a family is this time of covid 19 and no income.

Sent from XXXX for XXXX XXXX

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