Consumer complaint received 2017-12-11
Company: SELECT PORTFOLIO SERVICING, INC.
State: MO
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
We are working on a short sale. The house was destroyed by Hurricane Sandy, and the land where the house once stood appraised at {$35000.00}. Select Portfolio Servicing ( SPS ) is demanding {$120000.00}. We were able to find a developer who agreed to pay the money. 
All documents have been submitted for the review for the short sale. In XX/XX/XXXX, SPS started asking about the Arms Length Affidavit. I told them that their custom is to send the Affidavit over with the Investor 's Approval Letter. They then responded that they had all needed documents to review the file. Two weeks passed, and I followed up with them. They then stated they needed a document signed by the real estate agent, and forwarded the document to us. We had that document signed and returned to them within 48 hours, and again, they stated that that was the last document needed to complete the file. 
Two weeks later, we followed up and they asked us if the listing agent and the buyer were related. We told them they were not, however, the Arm 's Length Affidavit is the document that is needed to confirm that, a document which SPS sends over with their Investor Approval Letter. They said they would send it with the approval letter on XX/XX/XXXX. On XX/XX/XXXX, that became XX/XX/XXXX. On XX/XX/XXXX, we were told XX/XX/XXXX.  On XX/XX/XXXX, they again asked if the listing agent and the buyer were related, and we again had the conversation about the Arm 's Length Affidavit. They said the approval would be ready within 48 hours. On XX/XX/XXXX, that became Thursday, XX/XX/XXXX. On XX/XX/XXXX, they demanded that the Arms Length Affidavit be signed BEFORE granting the approval letter. I told them that is not how SPS operates : that the approval letter has the Arms Length Affidavit attached to it. They said they would send the documents to me. On XX/XX/XXXX, at XXXX CST, with no documents in hand, I called and was transferred to a manager, XXXX XXXX , who has kept me on hold " researching '' the situation for over an hour. She has told me, on this phone call, 1 ) the document can not be sent to me because the approval is " conditional, '' but that she wants me to find the document online via the SPS website and send them to her. 2 ) They are not on the SPS website and that I should " XXXX '' them. After I " XXXX '' them and found the SPS Arm 's Length Affidavit attached to an Approval Letter, proving that what I have been saying for the past SIX WEEKS was accurate, she then put me on hold for seven minutes and told me that she would put in a request to fax me the Arm 's Length Affidavit. This is what I was told on XX/XX/XXXX - that the document would be faxed to me. I am currently holding while she figures out if she can actually fax the document to me herself. 

See the attached document, which is what I found when I " googled '' it, per the supervisor 's instruction, which shows the approval letter alongside the arm 's length affidavit, as I had been telling them for six weeks. 

They are clearly playing a game to stall the processing and review of the file, either to push the closing into 2018 for tax purposes, or to try to foreclose on the house because they think it is worth more if they take it and hold it.

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