Consumer complaint received 2018-07-31
Company: SELECT PORTFOLIO SERVICING, INC.
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
This is a follow up of complaint XXXX. 
I have been attempting to work with SPS servicing for over 3 months. It is without a doubt in my mind that the only objective this company has is to fraudulently delay and stall all processes in order to keep this file from closing and keep collecting fees for servicing. They are committing fraud to their investors and if their investors knew what they are doing they would investigate this company. I am a XXXX and I am very familiar with process. I have literarily called this company over 50 times over the past 70 days. Every single time I call them they fabricate a new required document that was not needed the previous day. I will literally call, get a supervisor, they will review the file, they will say you need a document. I will ask if they need anything else and they will say no. The very next day I will call, and they will say " oh '' and we need this document. I send them each document with in the same day. I ask the supervisor if they need anything else again and they say no. Then again, I call the very next day and all of a sudden again they need another document. It is like the movie " Ground Hogs Day '' every day is literally the same. This has happen literally 40 times on the same file. 
Example : I supplied the supervisor with a closing discloser. I called them, and they said we need to change it to show how much the difference is in the pay off and the amount of the loan. We submitted. Few days later they said, we need you to change the HUD to so that it says something different in the same line items. We submitted it. I called back two days later. They said, we don't understand what this means, so I asked them to give me the exact language to put on the line item. They provided the exact language. The supervisor walked over the short sale department and had them tell us the exact words they wanted on the line item. I sent it to the supervisor while on the phone and XXXX XXXX ( supervisor ) said it was exactly what they wanted. I called back two days later and talked with XXXX XXXX ( supervisor ) and he says the HUD is wrong and that we need to remove the short amount numbers and show the amount of the total payoff not the short sale difference. This is after I had changed the HUD three times. 
Further example : Every time they submit a document or need a document they say, " the investor has reviewed the file and they require another document. '' They somehow get a new requirement for a document directly from the investor in a day or two and then we keep submitting. Now finally after submitting all the documents multiple times they now say it is going to take a while ( no real date here ) for the investor to review the file. 
I have talked to the following people numerous times : XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX, XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX. These are all supervisors. This is how many times I have called this company that I have a list of most of their supervisors. 
How is it that the investor can review the file so quickly when they find a missing document but now they are going to take a longer time frame once they have all the documents. How is it that the investor has seen this file for 45 days and now suddenly the need time to review the file they have been looking at for 45 days. 
We missed the first closing because SPS servicing is fraudulently delaying the process. Now we have extended the closing toXX/XX/2018 closing. All parties are ready to close. All money is ready. The sale price is {$10000.00} above the BOV. 
This company is committing fraud to its investors. It is completely evident beyond a shadow of a doubt that SPS Servicing Inc is with all intent purposely delaying the process a part of their modus operandi to stall or cause deals to fall apart so the company can maintain accounts and collect fees from it investors for servicing. They with intent created processes that prevent anyone from successfully completing a short sale process so that they will keep the file on their books and not lose the servicing fees. 
I have worked with this company for almost 3 months and they have repeated shown this trend in behavior. Not once have I called and received the same answer twice. Not once have a called when they did not create a new requirement that was not there the next day. 
They are committing fraud to their investors and they need to be investigated immediately.

Company response to consumer: Closed with explanation