Consumer complaint received 2025-10-25 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: SELECT PORTFOLIO SERVICING, INC.
State: FL

Complaint narrative:
FORMAL COMPLAINT TO THE CONSUMER FINANCIAL PROTECTION BUREAU ( CFPB ) COMPLAINANT INFORMATION : Name : XXXX XXXX Address : XXXX XXXX XXXX, XXXX XXXX, FL Email : XXXX Phone : ( XXXX ) XXXX Date of Complaint : XX/XX/year> FINANCIAL COMPANY INFORMATION : Company Name : Select Portfolio Servicing ( SPS ) Company Type : Mortgage/Loan Servicer and Debt Collector Loan/Account Number : XXXX Property Address : XXXX XXXX XXXX, XXXX XXXX, FL XXXX NATURE OF COMPLAINT : This complaint alleges serious and repeated violations of the Fair Debt Collection Practices Act ( FDCPA ), including illegal trespassing, unlawful entry into a private residence, mail tampering, harassment, intimidation, and reckless endangerment of a minor. Select Portfolio Servicing engaged in unsafe, unlawful, and abusive debt collection practices that violated federal consumer protection law. 

DETAILED STATEMENT OF FACTS : Timeline of Events : XXXX XXXX XXXX  : An individual, acting on behalf of Select Portfolio Servicing, placed a letter in the mailbox at XXXX XXXX XXXX, XXXX XXXX XXXX FL without authorization or consent. 


XX/XX/year>, approximately XXXX XXXX  EST : The same or another individual acting on behalf of SPS engaged in the following conduct : Proceeded past a residential gate that displays multiple prominent " No Trespassing '' signs ( approximately 5 signs in red, black, and orange colors clearly visible ) Ignored the posted notice and continued to approach the front door of the residence Knocked loudly and aggressively on the door Without consent, authorization, or legal right, opened the door to the residence and entered the home Placed a letter on the floor inside the residence Closed the door and departed Critical Circumstances : A teenage minor ( under XXXX ) was home alone at the time The minor did not answer the door and did not authorize entry in any way The minor heard loud banging on the door followed by the sound of the door opening The unauthorized entry into the home caused the minor extreme fear and distress The minor believed they were being abducted or otherwise endangered The minor hid in a closet out of fear The minor contacted the complainant in a state of panic The complainant immediately contacted law enforcement A sheriff 's report was filed with the XXXX XXXX XXXX XXXX XXXX on XX/XX/year> Property Notice : The property clearly displays multiple " No Trespassing '' signs on the gate entrance and throughout the property perimeter. The signs are visible, legible, and impossible to miss. There is no ambiguity regarding notice that the property is private and that entry is prohibited. 

VIOLATIONS OF THE FAIR DEBT COLLECTION PRACTICES ACT ( 15 U.S.C. 1692 ) 1. Harassment and Abuse - 1692d Select Portfolio Servicing engaged in conduct the natural consequence of which is to harass, oppress, or abuse the consumer and household members : Loud banging on a residential door is threatening and intimidating Forcible entry into a residence without consent is abusive and threatening The conduct was particularly abusive given that a minor was present and alone The minor was caused extreme fear and distress The conduct created a reasonable apprehension of danger to the minor 's safety 2. Threats and Coercion - 1692e ( 10 ), 1692f ( 1 ) Select Portfolio Servicing threatened and engaged in coercive conduct by : Forcibly entering a private residence Creating circumstances that reasonably appeared threatening to a minor Conducting unauthorized entry without any legal process or warrant 3. Unfair or Unconscionable Means - 1692f The conduct was unfair, unconscionable, and not permitted by law : Unlawful entry into a private residence is never a permissible collection method Trespassing on property with clear " No Trespassing '' signage is unlawful and unfair Placing the minor in fear for personal safety is unconscionable No federal, state, or local law permits forcible entry for debt collection purposes 4. Violations of Law - 1692f ( 1 ) Select Portfolio Servicing violated applicable law by : Florida Trespass Statute ( Fla. Stat. 810.09 ) : Trespassing despite clear posted notice that entry is prohibited Unlawful Entry/Breaking and Entering : Entering a residence without authorization or legal process Federal Mail Tampering Laws : Placing materials in a mailbox without authorization may violate federal postal laws ( 18 U.S.C. 1708 ) Child Safety/Endangerment : Recklessly endangering a minor through unlawful conduct 5. False Representations - 1692e By forcibly entering the residence and leaving a letter without explanation, SPS implicitly represented : That it had legal authority to enter the home That the conduct was lawful That the collection method was authorized by law All of these representations are false. 

REGULATORY VIOLATIONS AND CONCERNS : Debt Collection Licensing and Oversight : Select Portfolio Servicing, as a debt collector engaging in collection activities, is subject to CFPB oversight. The conduct alleged here demonstrates : Systematic disregard for applicable law Inadequate agent training and supervision Failure to implement compliance procedures Reckless endangerment of consumers, particularly minors Violation of FDCPA standards Mortgage Servicing Standards : Even in the context of mortgage servicing, SPS must comply with FDCPA requirements. Collection practices must be lawful and can not involve trespassing, unlawful entry, or endangering consumers. 

IDENTITY OF RESPONSIBLE PARTY : The complainant seeks identification of the individual ( s ) responsible for this conduct. Select Portfolio Servicing must : Identify the agent who committed these acts Identify management responsible for supervision Provide authorization or policy under which this conduct was conducted ( which does not exist ) PRIOR ATTEMPTS TO RESOLVE : No prior resolution attempts have been made with SPS regarding this incident. Law enforcement was the first point of contact due to the criminal nature of the conduct ( trespassing and unlawful entry ). 

HARM CAUSED : A minor was subjected to extreme fear and emotional distress The minor 's safety was endangered by unlawful conduct The complainant 's home was violated without authorization The family 's sense of security and privacy has been compromised Potential ongoing concerns about additional unauthorized contact or entry RELIEF REQUESTED : Investigation : A full investigation into Select Portfolio Servicing 's collection practices, policies, procedures, and agent training. 


Identification : Identification of the individual ( s ) responsible for the trespassing and unlawful entry, as well as any management that authorized or condoned such conduct. 


Compliance Review : A comprehensive review of SPS 's compliance with the Fair Debt Collection Practices Act and all applicable consumer protection laws. 


Corrective Action : Immediate corrective action to : Ensure all agents are trained to respect " No Trespassing '' signage Ensure agents never attempt unlawful entry into residences Ensure all collection activities comply with federal and state law Implement robust supervision and compliance procedures Disciplinary Action : Appropriate disciplinary action against the responsible agent ( s ) and management, up to and including termination. 


Remedial Measures : Implementation of preventive measures to ensure this conduct does not occur with any other consumer. 


Written Response : A written response from the CFPB confirming receipt of this complaint, outlining the investigation process, and providing a timeline for resolution.

Compensation : Consideration of compensation for the emotional distress, fear, and violation caused to the complainant and the minor. 



SUPPORTING DOCUMENTATION : The following documentation will be provided with this complaint : Sheriff 's incident report ( Case Number : XXXX Photographs of " No Trespassing '' signage on property and gate Copy of letter placed in mailbox by SPS agent Copy of letter placed on floor inside residence by SPS agent Detailed timeline with specific dates and times Any available video surveillance footage from the property Law enforcement documentation confirming the incident APPLICABLE CONSUMER PROTECTION LAWS : Fair Debt Collection Practices Act ( FDCPA ), 15 U.S.C. 1692 et seq.

Dodd-Frank Wall Street Reform and Consumer Protection Act, 15 U.S.C. 1681 et seq.

Florida Consumer Protection Act ( Fla. Stat. 501.201 et seq. ) Florida Trespass Statute ( Fla. Stat. 810.09 ) Florida laws protecting minors from harassment and endangerment SEVERITY AND URGENCY : This complaint involves the safety and wellbeing of a minor and clear violations of federal consumer protection law. The conduct was unlawful, dangerous, and represents a serious breach of consumer protection standards. The complainant respectfully requests prompt investigation and enforcement action by the CFPB. 

Respectfully Submitted, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL Email : XXXX Date : XX/XX/year> XXXX

Company response to consumer: Closed with explanation