Consumer complaint received 2024-09-04 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: CA

Complaint narrative:
After years of fighting with SPS, This servicing company is Select Portfolio Servicing, my mortgage servicer over prior deferrals, their sabotaging the Mortgage Relief Program payment the first year, and making every attempt to intimidate me with threat after threat to foreclose on my home of XXXX, and the constant dysfunctionality within their office walls when making inquiries, that one person can NEVER say the same thing twice or as same as the last person I spoke to! And filing 3 PRIOR Complaints with CFPB with my attorneys at XXXX. 

Finally the MRP paid up on all past due on my account and my account was brought current, so I thought.. SPS Finally posted the payment to my account, which took SPS 2 months to post to my account. So beginning XXXX of XXXX I was thrilled to begin Automatic Payments on my loan and to never have to speak to SPS again. HAPPY! I would NOT have to further communicate with their incompetent office staff. After all the stress of XXXX, being evacuated from the XXXX XXXX, and my Non Profit and Personal identity, life Hacked and destroyed, I was diagnosed with XXXX which complicated other health issues like my XXXX and XXXX. Over this 2-4 years of SPS threatening to take my home of 30 years, while I was waiting on XXXX XXXXXXXX, ( who failed at doing their jobs in a timely manner ), to approve my Permanent XXXX Claim. I was finally approved after 3 yrs., to finally utilized MY MONEY, funds that I and my employers paid into through payroll taxes during my career of 35-40 years.

At that time, The Mortgage Relief Program had finally paid SPS for the Covid Deferrals, which were previously sabotaged by SPS. My account should have had XXXX deferrals remaining on my account in XXXX of XXXX! I later found out NOT. Only recently did I even discover it! My home owners insurance was increased by {$4000.00} a year due to living in a XXXX XXXX area! Unbelievable! So, since my payments for XXXX XXXX and Taxes are impounded in my mortgage payment, SPS increased my monthly payment by {$1000.00} a month. This new payment is more than my monthly SS XXXX income! 
So, my accountant advised that I was basically forced into moving or to do a Reverse Mortgage. 
Since I have lived here since XXXX XXXX, 32 years, I have a good amount of equity to live off of, and with my health, I can not move, so no choice but to move forward with the HECM. As such, I was forced to log into my SPS account and take a look at what they were now going attempt, only to find a new deferral posted to my account!! 

After some research, I found it was posted to my account back in XXXX of XXXX! A year ago! BEFORE the MRP brought my account current!? If this deferral is legitimate, then why was it NOT presented in the loan information or included and provided by SPS to the MRP in order to adjust the payment from MRP? Because its not a legitimate Deferral. ITS A DUPLICATE POSTING by the incompetent accounting staff at SPS I immediately requested the History of activity on my account, I also request their copies of all Deferral documents, which I did NOT receive. As I worked in XXXX  for 35yrs, I keep records, I pulled out my deferral letters. And Its pretty obvious to me, so after my calls, I can not understand why its not obvious to them?! 

On XX/XX/XXXX, I called SPS Ombudsman dept. for clarification and to inquire as to what this deferral is sitting on my account, after several minutes, of back and forth on hold, I was told that this was a Deferral that was brought over from XXXX XXXX in the transfer of the loan in XXXX!! I immediately stated that this is incorrect, and not accurate. I knew that what he was telling me was impossible, but to cover my tracks, I went ahead and made the call to XXXX XXXX Ombudsman Dept. They in fact confirmed, that there was NO Deferral on my account ever! Let alone, to transfer as a deferral if there was one, it would not transfer in that manner. The loan would transfer in full. 
As I reviewed the SPS Accounting Journal Entries .... going back in time, they are terrible accountants! There are NUMEROUS debit and credit entries adding the deferrals and other charges, misapplied payments and then removing them in my account! Its so confusing! See for yourself. So, On XX/XX/XXXX I called SPS Ombudsman Department AGAIN, for clarification and only to find out what this deferral is this time Since I already expected another description of transactions, so I made sure to have a witness on the line with me as well, and I had my Reverse Mortgage Officer on the phone with me as a witness. Between being placed on hold 14 times! We were on HOLD for just short of 2 hrs. While they went back and forth obviously making an attempt to decipher their own accounting records! XXXX the representative had no idea! Each time coming back with another story. But what he tried to tell me was, I had Two ( 2 ) Approved Deferrals in XXXX XXXX! For the exact same amount! And that ONE of them was a VERBAL Deferral!!?? I am not sure if such a thing is even legal or binding! And, OBVIOUSLY this is incorrect! My research and documentation clearly reflects a duplication error in their account posting here is the Evidence A Letter dated XX/XX/XXXX Received from SPS, advising me that they were pleased to inform me that my deferral was approved and they called this document a Deferral Acceptance Letter. But, PLEASE NOTE, There is NOT ONE single Notation or mention of ANY dollar amount on this letter! Nor, the missed payment months defined that are being covered by this Deferral! ( See page 13 ). The only true Notation was the next payment due date of XX/XX/XXXX. 

I called SPS a bit bewildered and inquired as to what this ( very unethical ) letter was all about with incomplete information and that they expected me to sign and return. I was told, that the dollar amount was per my RMA request to cover 3 months of missed payments for XXXX, XXXX and XXXX of XXXX, totaling {$3500.00}. Although at that time, I did request for the next payment date to be extended and moved to XXXX and not XXXX, I was denied, and told I must make the XXXX Payment. So I made the payment XX/XX/XXXX I received another letter dated XX/XX/XXXX, and I found it strange, as it was stating that they required further information in order to approve my request for mortgage assistance RMA! ( See page 15 ). But, I figured its just another one of the XXXX of useless and wasted paper, auto generated SPS letters, and was somehow automatically sent and related to the XX/XX/XXXX letter and so I just ignored it. 

THEN! ON XX/XX/XXXX! I received a Deferral Agreement for the missed payments of XXXX, XXXX and XXXX in amount of {$3500.00}, with the next payment due XX/XX/XXXX. ( See pages XXXX ). Since this was an actual Agreement, I recognize this as the Legal and Binding documentation for execution by both parties for the finalized Deferral, as though it was a follow-up to the Acceptance letter dated XX/XX/XXXX. As such I signed, dated and returned this Deferral Agreement, believing it an override of the LETTER of XX/XX/XXXX. 

Never in my mind would I ever think they would be so incompetent as to try and stick it to me as another deferraland I never saw it because I went on auto pay and paperless to avoid SPS and the stress they generate in my life! But NOW, this has gone too far! I have been paying interest on this erroneous data entry accounting error for a year! 
If you review SPS Activity History, you will observe the confusion! There are numerous, in fact ridiculous duplicate entries and reversals throughout my history with SPS. Bottom Line - SPS applied a DUPLICATE Deferral to my account for {$3500.00} for the only missed payments that I had in XXXX, XXXX, XXXX and XXXX! The Deferral is reflected and posted showing on my XX/XX/XXXX SPS statement. Bringing the Deferral line on the statement up to {$21000.00} from {$17000.00}. 

Further, during this exact time the XXXX Mortgage Relief Program had been communicating with SPS regarding my MRP Application for the COVID forbearance Deferrals! MRP had FINALLY approved my Application for the COVID Deferrals and Processed a Payment to SPS for {$21000.00}! The funds were disbursed to SPS end of XXXX or first part of XXXX! 
So, if this is not a duplicate deferral somehow, WHY was it NOT included in the payment from MRP? Because its not a legitimate Deferral!

( See email from MRP-pages XXXX & XXXX ) This Duplicate Deferral was added to my account and is reflected on my XX/XX/XXXX SPS Statement bringing the Deferral line up to {$24000.00}? 
The email from MRP informing me that the funds were disbursed to SPS for the Covid Deferral is  dated XXXX XXXX. And, that disbursement was NOT Posted to my Account until XX/XX/XXXX! 

In the meantime, back here at the ranch, this SPS Accounting nightmare happening to me again, is impeding my ability to close escrow on my Reverse Mortgage! I will not close because my payoff is ACTUALLY and HONESTLY LESS than what they are reflecting on my account!! The duplicate entry needs TIMELINE XXXX Statement Deferral Amount {$17000.00} XXXX Statement Deferral Amount {$21000.00} ( XX/XX/XXXX SPS Deferral Acceptance Letter ) XXXX Statement Deferral Amount {$24000.00} ( Disbursement from MRP {$21000.00} ) XXXX Statement Deferral Amount {$24000.00} ( XX/XX/XXXX SPS Deferral Agreement ) XXXX Statement Deferral Amount {$3500.00} = ( Duplicate Deferral ) + plus interest! 

On a Personal Note. 
These people are dealing with the monies, lives and homes of other human beings! 
This is NOT some small inexperienced business owner who makes innocent mistakes! 
They are responsible for proper and accurate record keeping for homeowners everywhere! 
BILLIONS of dollars! And the Lives that have faith that SPS is doing their job correctly! THEY ARE NOT! 
This is happening to people everywhere, lawsuits, complaints, HORRID reviews. In XXXX, I received 39 Letters in ONE MONTH from SPS, duplicates, boiler plate letters that were useless threats. 
I feel that they are either totally incompetent, or purposely messing with people and their accounts. 
They are thieves in the night, out for personal gain of their investors, investors who are full of greed and no human compassion and most likely trained SPS how to be criminals. 
And NOT ONE PERSON who works there in any department is ever able to tell me the same thing that the last person told me, lack of knowledge and proper information. Their office staff turnover must be massive, they are terrible. 

Select Portfolio Servicing could care less that I provided proof of my SSA XXXX Claim, waiting!! 3 Years in total awaiting a decision on my claim! My life was hanging by a thread to stay alive! Often times their staff were so rude and demanding, very intimidating and bullying methods, and mostly UNINFORMED! 
They thought they could hit the lottery with the equity I have built on my own in MY home the last 32 yrs. 
I would NEVER allow it to happen! And, I am so happy I had XXXX on my side through COVID. As I do once againnow! XXXX staff in 3 offices know my name now! And as well, they know SPS very well! They have numerous clients that have complaints of unethical issues developed with SPS. Select Portfolios Accounting records needs investigated by the Attorney General, Forensic Accountants need to go in there and halt their bookkeepers Corrected and adjusted off my account immediately, including the interest impounded adjustment off for the time it sat in my account this last year!

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation