Consumer complaint received 2018-09-21
Company: SELECT PORTFOLIO SERVICING, INC.
State: MA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
We need assistance with this short sale. We sent in the offer for the short sale on XX/XX/2018. The Buyer is a cash buyer who offered {$80000.00}. Please see the timeline below on the chain of events : XX/XX/2018 - Called SPS and spoke to XXXX. I was told that there was an exterior XXXX that was done ( a drive by ) and that according to the Investor, only a drive-by, exterior XXXX would only be done and they do not want to order an interior XXXX. I had the issue escalated to ask the Investor if we could get a variance on the exterior XXXX and request an interior XXXX. 

( Because of this information, we started working on a value dispute that thoroughly presented all issues that the property has that severely affect it's overall value and that would not be captured and acknowledged in a regular drive-by XXXX which only looks at the property at a comparable value ) XX/XX/2018 - Called XXXX and spoke to XXXX at the XXXX office. XXXX understood the issue in regards to exterior vs. interior XXXX and informed me that there was no update on my escalation request from XX/XX/XXXX, and to check back in the next several days. 

It took awhile to get the Value Dispute since the Agent had to take pictures, write a cover letter as well having a Contractor come out to the property and write up an estimate repair bid. We sent in this value dispute on XX/XX/XXXX. 

XX/XX/2018 - Called XXXX and spoke to XXXX. He stated that he was able to open a query and request an interior XXXX to be done. He told me to call back in 48 hours to make sure that the Interior XXXX was indeed ordered. 

XX/XX/2018 - Called XXXX and spoke to XXXX again. He stated that the Interior XXXX Request was approved. The Agent should be receiving a phonecall from a XXXX Agent. I immediately informed XXXX, the listing agent, that he should be getting a phonecall soon. 

XX/XX/2018 - Called XXXX and spoke to XXXX. XXXX nor I had gotten a phonecall at this point from a XXXX Agent trying to gain access to the property. She confirmed that the value was ordered on XX/XX/18 but did not see any notes on who the XXXX Agent was. I requested this information so we could just call the XXXX Agent directly instead of waiting around. 

XX/XX/2018 - Called XXXX and spoke to XXXX. She stated that the XXXX Agent 's contact info was still not available and that she could escalate this issue. I was told to call back in 48 hours. 

XX/XX/2018 - Called XXXX and spoke to XXXX. She was finally able to give me the XXXX Agent 's name and email address. 

I immediately called the XXXX Agent and left a message and sent him an email urging him to call us back ASAP because per XXXX, he needed to get the Interior XXXX done so we can move forward with the short sale. He contacted me back and stated that XXXX gave him a phone number that was neither mine 's nor XXXX 's number ( the listing agent ). I told him to contact XXXX immediately to get an interior XXXX scheduled. I emailed the XXXX Agent and cc 'd XXXX stating that we were finally able to connect and if both of them could update me on when the Interior XXXX would be scheduled. 

On XX/XX/2018 ; I got an email from XXXX stating that although he and the XXXX Agent had scheduled a time to do the interior XXXX, The XXXX Agent received a " cancellation '' on the Interior valuation report. 

I immediately called XXXX and spoke to XXXX. I was then told that although they never approved the Interior XXXX and that the file had been declined out of the short sale review as of XX/XX/2018. This was the complete opposite of what I had been repeatedly told by multiple XXXX reps for an entire month. I re-escalated the file and asked her Supervisor to call me ASAP. I never received a phonecall from any XXXX XXXX. On XX/XX/2018 I emailed all our contacts we know from XXXX in regards to the issues on the file and that we needed assistance immediately. We also put in the first CFPB complaint on XX/XX/XXXX. I called several executives and left voicemails : XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX and XXXX XXXX. 

After no response whatsoever, I called XXXX again on XX/XX/XXXX and spoke to XXXX. She stated there was no update on my escalation ( to re-request a variance ) and to call back. 

I called again on XX/XX/2018 and spoke to XXXX. He admitted that the interior valuation request came from him and that he inputted the wrong number on the system for the XXXX Agent to refer to when it was time to call the Valuation contact. He put in a 2nd order to get the Interior Valuation done. 

I called XXXX again on XX/XX/XXXX and spoke to XXXX. He stated that there was no update in regards to the Interior Value request and to call back. 

I called XXXX again on XX/XX/XXXX and spoke to XXXX again. No update XXXX XX/XX/XXXX, we received a letter from XXXX stating that the Interior Valuation was being denied and that they had to proceed with the incomplete, drive-by value of $ XXXX. 

This will be the 2nd CFPB complaint about the same thing. Please advise that the house not only has foundational problems, water damage inside and outside the house as well as roof damage, but environment ones as well like proper disposal of toxic contaminants from used automobiles surrounding the house and used auto parts in the garage and mold in the basement. I am not even sure if the Underwriters read the entirety of this Value Dispute because these are serious issues that are on these properties. We are not talking about aesthetic repairs. I am re-attaching the value dispute once again. 

Please call me ASAP to discuss. We want to move forward with the Short Sale but we need to get an Interior Valuation ordered.

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