Consumer complaint received 2021-07-16
Company: SELECT PORTFOLIO SERVICING, INC.
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
In XX/XX/XXXX, and then XX/XX/XXXX, my family and I were affected by the Covid-19 Pandemic, in more than one way. My husband was diagnosed with XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, and had to undergo emergency XXXX, followed by a long, difficult and involved treatment of both XXXX and XXXX, which unfortunately brought him to be cared for, and not be able to work. 
In XXXX, I then lost my job due to the Covid-19 Pandemic, as schools closed, leaving me without work, and any income. Faced with a terminal illness, a necessary medical treatment in order to have a chance to live, and no employment, I reached out to Select Portfolio Servicing XXXX XXXX, and informed them that I was having difficulties paying my mortgage, and therefore, I was requesting their assistance. Select Portfolio Servicing XXXX XXXX worked overall well with me in the sense of approving my request of a Forbearance. However, my difficulties and questions about the transparency of Select Portfolio Servicing XXXX XXXX started once I began to question their wording on my Monthly Statements, when I began receiving harrassing phone calls from different representatives, and when I repeatedly declined the assistance offered by Select Portfolio Servicing XXXX XXXX, due to the fact that, their offer was simply something I could not afford, and was something I clearly stated to Select Portfolio Servicing XXXX XXXX, I was in no position to be in. 
While communicating or trying to communicate with the representatives, it seemed as though no one knew the real and true status of my account. When I would contact Select Portfolio Servicing XXXX XXXX, I had to explain my entire situation, as if I had never spoken to anyone before, which gives the impression that facts and information are not being kept up with, therefore, delaying the possibility of a solution or an issue being looked into. 
In relation to the wording on my Monthly Statements, while my mortgage loan was in Forbearance, my Statements stated " **Delinquency Notice** You are late on your mortgage payments. Failure to bring your loan current may result in fees and foreclosure-the loss of your home. In addition to the inaccurate statement, the amount of days reflected as " delinquent '' were also incorrect. I contact SPS and asked to speak to my Relationship Manager, however, I was only able to successfully speak to her once, and every other time I called, I was told I could speak to any representative. In regards to the harrassing phone calls, during, and prior to the approved forbearance period ending, different representatives from Select Portfolio Services XXXX XXXX repeatedly called me, in very hostile manners, demanding, and pressuring I bring my account up to date, requesting I make payments over the phone, and even threatening legal action, etc. Specifically on XX/XX/XXXX, Employee # XXXX, from the Escalating Team, threatened and harrassed me, in a way I never thought was acceptable or possible, especially after I had explained and disclosed my family 's situation. 
In reference to the assistance offered to me by Select Portfolio Servicing XXXX XXXX, in an effort to help me bring my account up to date, the only SPS ever offered me, was that of a Repayment Plan. From the first communication I had with Select Portfolio Servicing XXXX XXXX, I clearly stated, and requested a Deferral Plan, as I clearly knew the state of my situation. Furthermore, I believed my great payment history and relationship with Select Portfolio Servicing XXXX XXXX, was evidence of how financially responsible I had always been prior to the unfortunate Covid-19 Pandemic. 
In XX/XX/XXXX, I wrote to Select Portfolio Servicing XXXX XXXX, explaining once again my situation, and why I could not agree to the Repayment Plans they have offered me, however, along with this letter, I sent in supporting documentation, in order to give them real life examples of why I could not afford the Repayment Plans offered thus far, and why I had, every other time, requested a Deferral Plan. 
Sadly, on XX/XX/XXXX, Select Portfolio Servicing XXXX XXXX, approved me once again, for another very unaffordable Repayment Plan. The approval of the clearly unaffordable Repayment Plan, indicated that Select Portfolio Servicing XXXX XXXX, did not read, or care for the supporting documentation I had submitted to, which was actually very personal, as it pertained to my husband 's diagnosis, and the overall situation we, as a family were experiencing. 
On XX/XX/XXXX, I once again wrote to Select Portfolio Servicing XXXX XXXX, and explained that unfortunately, I was unable to accept the Repayment Plan assistance, they offered me on XX/XX/XXXX, as it was a monthly amount completely unaffordable for me. Once again, in this letter, I requested a Deferral Plan, which would be the one plan I could afford going forward, as I have resumed making my regular monthly payments of {$850.00}. 
On XX/XX/XXXX, my request for assistance from Select Portfolio Servicing XXXX XXXX, was withdrawn, as according to SPS, I declined/rejected the offer they made me. Since my correspondence on XX/XX/XXXX, Select Portfolio Servicing XXXX XXXX, has not communicated with me, despite the fact that, on their website, there is a letter dated XX/XX/XXXX, stating that I should be receiving a response from Select Portfolio Servicing XXXX XXXX, within 30 days. 
Today is XX/XX/XXXX, and I have yet to receive any correspondence from Select Portfolio Servicing XXXX XXXX, via phone call, via mail, or via their website. With this being said, Select Portfolio Servicing XXXX XXXX, has failed to respond to my appeal and request for that of a Deferral Plan, rather than that of a Repayment Plan. 
I believe that I have gone above and beyond all that I am asked to do as a Homeowner, in order to keep my home, and bring my account up to date. I have provided evidence and supporting documentation, even when the law clearly stated in was not necessary. I always kept in contact with Select Portfolio Servicing XXXX XXXX, and resumed making my monthly payments, even before I was able to afford making them, due to the pressure and harassments from Select Portfolio Servicing XXXX XXXX. However, I believe Select Portfolio Servicing XXXX XXXX, took complete advantage of my personal and family 's situation and therefore, continuously called me, mailed me, and emailed me the same response, and/or solution, despite the clear and precise explanations given.

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