Complaint Review: SPServicings - Salt Lake City Utah

I recently had my mortgage sold to another investor who happens to use SPS servicing as the loan servicer.  I received the legal noticed from my former bank BB&T that someone had purchased the loan and that the terms would remain the same.  Shortly after receiving that notice, I received another from BB&T saying I would also have a new Servicer.  Concurrently, I received a notice from the new servicer as well who happens to be  SPServicing. 

Don't know why my loan was sold, but it does happen all the time.  So I thought nothing of it especially since I had what is referred to as an A paper loan, which in the loan business means I had at the time I took the loan out  and still do have stellar credit.  I've had the loan with BB&T for what will soon be 10 years I’ve had both my  1^st and 2^nd trust with BB&T since day one, with the exception of a loan modification I did about 2 years ago through BB&T since they would not refinance my loan I asked for a loan modification.  This lowered my interest approximately 2.5% from where it was previously, which produced a significant savings.  No doubt, the reason my loan was sold. 

My experience to date which has been less than 30 days into being service by SPS has not left me with a warm fuzzy feeling, but rather a feeling that they don’t know what they are doing and I fear my loans will somehow end up leading me to nothing short of angst and stress.  For example:

1)      I received shortly after Nov 1^st two payment coupons and new loan numbers; however, there was no indication on which payment coupon was for which loan, so I had to call to get the information.  When I did call, the first thing I heard on the phone was: We are a debit collector who is trying to collect a debit and this phone call will be recorded, if you choose not to be recorded, you may press 2.  For which I did.  When I hit the next prompt, the recording said; this call is being recorded for quality assurance purposes.  When the agent come on line I asked them why do I get an option to not have my calls recorded when they are only going to record them anyway.  I was met with hostile response saying, all calls are recorded.  So I reiterated that the option the caller is provided is bogus, so why bother at all.

2)      During this call, I explained I was trying to set up an online account so I could pay my mortgage online.  I can’t set up auto debits because my salary dates vary so online payments are unavoidable, if I want to make timely payments.  After spending several minutes trying to set up an online account using their guidelines that returned nothing but error messages I was told I could visit them online and set up an account by Nov 11^th which is when they would have my loan info in the system.  So I gave them the benefit of the doubt and decided to wait, in the meantime I was able to get the loan numbers associated with each coupon I received so I could snail mail in my payments and have it reach them by the due date.  Even though I was told, I had 60 days grace period.  My gut and my experience to date made me question that grace period which is why I decided to mail in the payments.  

3)      Today Nov 18^th I set up a user account using the same password and user account and I tried to use feverishly on the 11^th and managed to get into my account.  Since it was taking so long to get a confirmation code from the email address I provided when I set the account up I decided to call them again.  Again I get the collecting warning recording and am offered to opt out, again I was told the call was being recorded by the agent on the other end, and again I told them I do not wish to be recorded.  I went on to say that after 10minutes, I still do not have a confirmation code and have checked my spam box.  Only to find out it had just arrived while I was on hold.  So I enter it and continue using the site while the agent is on the phone.  Once in I asked, is there any way to link both accounts so I can move around in the site without creating a different password and user name for both loans?  I was to no I would have to create two separate accounts.  While I explained how absurd that was since I know it’s possible to do this on any site, I was met with hostile agent who told me that the accounts were only linked via my SS#.  So…I said they should then automatically link both loans given my social is the same on both loan?  That was a big mistake she became even more hostile toward me at that point, since she didn’t see the irony of what she had just said along with the fact that I explained to her that I could see both loan numbers on a drop down list.  So I hung up the phone and proceeded to move around the site, however now the site was frozen, and I couldn’t move around at all, much less call up either account.  So I logged out.

4)      Immediately I logged back in but again had been requested to check my email address for a specific code, so I could continue the log in process.  WTH again? Didn’t I just get this?  In any event, I had to open my email account again to play along so I could get into my account again. Only to find out both accounts were no longer linked from what I could see.  So I decided to call the technically support # via the link provided.  This only brings up a list of phone numbers for everything but a tech department.  So again, I had to call Customer Service.

5)      Again we go through the debit collectors voice prompts, again I choose not to record, again I was told I was being recorded; again I asked to not be.  I asked for technical support only to be told this agent is it.  So there is no technical support.  All calls are routed through the customer service center and they relay to tech support while you wait 6 to 10 minutes for an answer.  Most often with wrong information, which was the case with two questions I asked the agent.  First response took 8 minutes to get and the answer was wrong, I had to tell them, how to find the information that I had stumbled upon while on hold.  The 2^nd question took yet another 4 minutes and was met with a flat no it can’t be done.  Impossible I work with other banking sites and do it all the time.  However, I decided to terminate the call since there was no hope my inquiry was most likely not understood. After all the agent was not “officially” a tech person but only a call center operator.

6)      If you try to get a confirmation code from their website so you can log in, be prepared to wait and wait and wait some more.  I required a code again today to log into my account again and so far it’s been 12 minutes and still no code.   My spam folder is completely empty so it hasn’t even arrived in their either.  All this because I refuse to allow this site to put a bug on my computer to track me and my movements while I’m online?  The only reason I am even attempting to go back into the site is simple because the links to their TOS and privacy statement will not connect unless you are in their site, even though the links seem to be live from cutting and pasting the TOS into a word doc.  The site would not allow me to print out the document so it was the only way I could read it if I wanted to gain access and conduct business.  BTW for the record I do this with most sites I join I print out terms and policies then read them so I have a copy.

I am not getting the warm and fuzzes from this new servicer and after my limited experience with them and with a little online research about SPS I feel I need to refinance out of this loan before something (which won’t be in my best interests) occurs.   Oh did I mentioned along with the papers they sent me with my payments coupons for November included a blank and blanket authorization form which allowed them to verify my loan payoff balance?  HUM…wouldn’t that have been sent to them from my initial mortgage company?  Since I never sign blanket blank forms from anyone I never sent it in and will continue to refuse to do so.   This company needs to be on a watch list, and more folks need to report the way it practices doing business.  I smell trouble where there is none now, even if I do continue to pay my mortgage faithfully on time.   

If anyone knows where I can refinance out of this potitental nightmarish servicer I'd be more than happy to give them my busines.  I can be reached at (((REDACTED)))