Consumer complaint received 2023-06-12 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Improper use of your report — Report provided to employer without your written authorization
Company: SELECT PORTFOLIO SERVICING, INC.
State: CA

Complaint narrative:
Dear Sir/Madam, I am writing to bring to your attention a serious matter concerning the illegal breach of my private information by one of your representatives at Select Portfolio Servicing , Inc. ( SPS ). I have been a customer of SPS and have relied upon your services for managing my mortgage account, but the recent events have raised grave concerns regarding the security and privacy of my personal information. 

The purpose of this complaint is to notify you of the actions undertaken by my ex-wife, XXXX XXXX, who had third-party access to the SPS portal solely for the purpose of making court-ordered mortgage payments. According to the terms outlined by SPS, her access should have been limited to viewing mortgage statements for one of the properties only. However, on XX/XX/2023, XXXX XXXX contacted SPS and was able to manipulate your representative into changing my master password, despite the presence of two-step authentication measures. Furthermore, she received assistance in changing all the security questions associated with my account. As a result, I was completely locked out of my account, and to my utter dismay, I later discovered that XXXX XXXX had downloaded my entire financial information, potentially with the intent to use it against me in court. 

Realizing the severity of the situation, I immediately contacted SPS on XX/XX/XXXX and spent several hours working with your representatives to restore my access to the account. Subsequently, I requested an explanation as to how such a serious breach of privacy could occur, jeopardizing my position in family court. Your representatives directed me to contact XXXX for further information. I have since sent multiple emails to the provided address and made numerous phone calls, during which your representatives acknowledged the company 's fault in the matter. However, I have yet to receive comprehensive details regarding the breach, leaving me in a state of uncertainty and concern. 

I hereby request your immediate intervention in this matter to ensure that my privacy is protected and that I am provided with a thorough explanation of the events leading to this breach. Furthermore, I expect appropriate legal action to be taken against the responsible parties within your organization. The unauthorized access and extraction of my financial information not only violate my rights but also constitute a grave violation of privacy laws. Such negligence on the part of SPS must not go unpunished, and I urge you to take swift action to rectify this situation. 

Please be advised that I hold SPS accountable for any damages or harm that may arise from this breach. I trust that your company will fully cooperate in the investigation of this incident and provide me with the necessary information to pursue legal recourse, should it become necessary. I insist on a prompt and satisfactory response to this complaint, detailing the steps you have taken to address the breach, prevent future occurrences, and compensate for the damages caused. 

I kindly request that you acknowledge receipt of this complaint within ten ( 10 ) business days from the date of this letter. Failure to respond within the specified timeframe will leave me with no choice but to explore other avenues to protect my rights and hold SPS accountable for its actions. 

Thank you for your immediate attention to this matter. I anticipate a swift resolution to rectify the breach of my privacy. Should you require any further information or clarification, please do not hesitate to contact me at the details provided above. 

Yours faithfully, XXXX

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