Consumer complaint received 2022-06-03
Company: SELECT PORTFOLIO SERVICING, INC.
State: NJ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
My current loan servicer Select Portfolio Servicing acquired my mortgage from XXXX ; that acquired it from XXXX XXXX ; that acquired my loan from XXXX XXXX XXXX XXXX in XX/XX/XXXX. After being advised of legal dealings of XXXX XXXX XXXX XXXX I questioned the validity of my loan. 

Shortly after I was transferred over to XXXX. In XXXX, I was provided a home modification. During tax season, XXXX sent me tax paperwork that showed the amount that I had to claim on my taxes as cancelled debt was the same amount that was listed as 'deferred ' on my modification. XXXX advised the letter was sent to me in error, and provided another form citing it as no debt was cancelled. 

Shortly after this incident, I again questioned the validity of the amount of the loan and balance. I was sent to XXXX ( XXXX XXXX ) there was difficulty with my mortgage payments and I qualified for a modification in XXXX and again in XXXX. However, my loan amount now was more than when I started XXXX years ago. I once again submitted an inquiry about the validity of the amount of the loan and inquired about the cancellation of debt tax form from XXXX. 

Shortly after this incident, I was transferred over to Select Portfolio Servicing. Like a lot of Americans, I was affected by the pandemic and I applied for mortgage assistance in XX/XX/XXXX. By XXXX XXXX. I was employed, however had a loss income and reached out to obtain an update and learned Select Portfolio couldn't utilize my application from XXXX and my documents weren't able to be processed because there wasn't a date after the signature on my hardship letter. 

In XX/XX/XXXX, I completed the application again on-line with the customer representative and agreed to paperless billing and correspondence to be able to access everything on-line. Select Portfolio placed my loan under review. Finally I receive approval for a modification in XX/XX/XXXX to begin trial payments in XX/XX/XXXX. 

In XX/XX/XXXX, Select Portfolio Servicing was informed about my unemployment that occurred in XX/XX/XXXX. I made the trial payments and in late XX/XX/XXXX, I was informed the paperwork was in the mail and I should get it soon. I was advised the plan would start in XX/XX/XXXX, as long as the final modification was signed and returned ... I did NOT receive the documents. I contacted Select Portfolio and was advised it was available on the website. Coincidentally, I could no longer log into a website in XXXX that I could log into in XXXX. 

On XX/XX/XXXX, I received a certified letter from Select Portfolio Servicing advising that since I did not submit the proper documents by XX/XX/XXXX, that application was denied. 

On XX/XX/XXXX, I contacted XXXX XXXX on a recorded line of my own and consented to them recording for QA purposes. The representative had to reset my access to the website. After I was granted access, the rep kept referring to documents that I did not see. The rep suggested the email on record could have been incorrect and submitted a test email, which worked. Noting the address was correct and trying another possible troubleshooting method, she resent the documents. As I'm on the phone several documents from XXXX and XXXX became available for my review. 

During that XX/XX/XXXX call, I inquired why does Select Portfolio keep starting the clock over on my application but they aren't acknowledging the payments I have made. According to the automated system in XX/XX/XXXX, my last payment was received on XX/XX/XXXX, my next payment is due XX/XX/XXXX, which was when I first started this process. The representative explained once I sign and return my final plan the balance will be put to the back end of my loan and my account will be updated with any payment made. I agreed and The representative assured the matter could be fixed, I just needed to resubmit another application, to start another request for assistance. We completed another application, noting my unemployment was my income. 

On XX/XX/XXXX, I received a phone call inquiring for XXXX items ( proof of income and proof of residency ) necessary to complete my review and keep my home from going into legal action by XX/XX/XXXX. At that time, the representative explains I can't obtain a modification on unemployment. I explained according to XXXX XXXX they approved me for one in XX/XX/XXXX, I was on unemployment since XX/XX/XXXX. She gave no explanation. 

I'd like to note, on the application, if you select : unemployment. It does not require documentation. I submitted the certification letter as proof of income and residency On XX/XX/XXXX, I received a letter from my insurance company that my home was going into foreclosure, I had to confirm proof of residency. 

On XX/XX/XXXX, I contacted Select Portfolio inquiring about the application. The representative advised my application was still under review because there were outstanding documents that were needed to complete the review. After checking my file, he shared that somehow another person 's application was entered into my file and that was the reason for the delay. Also my XX/XX/XXXX application was not there I offered to resend the same one from XX/XX/XXXX because nothing changed. He advised the underwriter wanted to know the balance of my unemployment and advised I qualified for mortgage assistance and requested I fill out another application. 

At the time of the XX/XX/XXXX call, the automated system listed my last payment was XX/XX/XXXX, but my next payment was XX/XX/XXXX. The representative advised putting XX/XX/XXXX, on the application. I explained to the representative that even though my unemployment ends soon, I qualified for temporary XXXX while on unemployment until my program starts in XX/XX/XXXX, and then I will receive displaced worker benefits through unemployment until I complete the six month program. 

On XX/XX/XXXX, XXXX XXXX deemed my claim ineligible, but advised I submitted my claim to the wrong department. They forwarded it to the right one and provided a contact number. 

On XX/XX/XXXX, Temporary Dis while on Unemployment sent me a letter acknowledging receipt of my claim and advising I would be receiving my card for my benefits in ten days On XX/XX/XXXX, I received a denial letter from Select Portfolio dated XX/XX/XXXX, stating, due to having no income and the length of my unemployment the investors aren't going to approve my modification. They submitted along with the denial, a form to transfer the deed to Select Portfolio as an option to keep my home. 

On XX/XX/XXXX, I submitted the letter from Temporary Dis., along with an appeal citing how each time I'm supposed to complete the final plan after making my trial payments since XXXX, there is an issue with finalizing documentation on SPS XXXX of the deal. 

I documented how coincidentally after the XX/XX/XXXX call and submission of another application, there's no communication until XX/XX/XXXX, stating more need for documents by XX/XX/XXXX. XX/XX/XXXX was the last day I received unemployment benefits. I question SPS motives because for two years while I was working or had an income they played with paperwork. Then during that small window of no income ( temporarily ) I am denied and they've sent my house to legal action on XX/XX/XXXX, yet on the phone making it seem like I am being reviewed, The major concern is SPS approved my plan in XX/XX/XXXX. I questioned the validity of the loan, and the amount on XX/XX/XXXX. I was on unemployment then and still have an income now, yet from XX/XX/XXXX to XX/XX/XXXX, the only things that have changed is I stopped making the payments they were not giving me credit for. I have the money for XXXX and can maintain the monthly payments once the plan is finalized. The issue is SPS is doing some shady business dealings and now trying to foreclose on my home from take from me and my child, what we have maintained for XXXX years. 

After doing research, I spoke with a mortgage consultant that forwarded me literature and SPS is formerly XXXX XXXX. All of the servicers that have touched my loan have previous judgements under other names for doing these same practices. It is my understanding XXXX XXXX and XXXX the original mortgage lender was sued and their CEO was convicted. No loans should have been provided because they were identifying themselves as a bank but utilizing a line of credit, which I know is not illegal. The violation was in me not being informed of it. There are some other things on my loan but due to this information, I submitted an informal request for SPS documentation on XX/XX/XXXX, based upon that information, and what I know to be so, I submitted a formal QWR request on XX/XX/XXXX, XXXX in addition to this complaint.

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